Consumer complaint received 2023-11-04
Company: AC AutoPay LLC, Denver, CO Branch
State: MN
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
I am writing this letter to express my extreme dissatisfaction and disappointment with the recent experience I had while dealing with your company, Auto Pay. The events that transpired during my interaction with your agents have left me frustrated and concerned about your company 's integrity and professionalism. 

Before I submitted my application, I had a conversation with one of your agents who assured me of a two-step approval process. The first step would involve a soft credit pull by Auto Pay to assess the likelihood of approval, and the second step would entail a hard credit check by the lender for final approval. I agreed to these terms and submitted my application based on this understanding. 

However, my experience took a disheartening turn when I called back with additional questions after submitting my application. To my shock and disappointment, I was informed that my application had been denied, and even worse, a hard inquiry had been made on my credit report. This was in direct contradiction to what I had been told initially, and it left me deeply concerned about the repercussions on my credit score. 

Upon raising this issue with the agent I spoke to, they acknowledged that it was a mistake and assured me they would note that the unauthorized inquiry needed to be disputed. I requested an official letter or email confirming this, but I was inexplicably directed to " customer service '' and connected with an agent named XXXX XXXX. 

My interaction with XXXX XXXX was nothing short of frustrating and unprofessional. She not only displayed a lack of empathy but also contradicted the information provided by the initial agent. XXXX informed me that Auto Pay operates as a broker and does not follow the two-step approval process I had been promised. When I requested to speak with a supervisor or another agent, she outright refused and even hung up on me. This behavior is wholly unacceptable for a customer service representative. 

After multiple attempts, I was finally able to speak with an escalation agent who promised to review the situation and follow up with me. However, the ordeal I went through has already caused me significant stress and XXXX 

I believe it is crucial to take these grievances seriously and rectify the unauthorized hard inquiry on my credit report promptly. I intend to file a complaint with the CFPB regarding this matter, and I trust that you will cooperate fully to address this issue. 

I look forward to a swift resolution to this matter and expect a formal response from your company within a reasonable time frame. In the meantime, I request a written confirmation that the unauthorized inquiry will be disputed and removed from my credit report. 

Your prompt attention to this matter is appreciated, and I hope that we can resolve this issue to my satisfaction. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation