Consumer complaint received 2019-08-30
Company: EQUIFAX, INC.
State: SC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
On XXXX XX/XX/2019 on or about XXXX my credit was pulled without my permission or acknowledgement that that is what was taken place. I made an appointment at the XXXX XXXX XXXX XXXX dealership, to inquire about how I could trade my vehicle. I sat with XXXX and was asked a series of questions regarding my place of employment, address, contact information and social security number. Being that I was inquiring about a XXXX to XXXX trade and I currently hold a lease with XXXX XXXX, the same company used for their lease vehicles, I was under the assumption that the information requested was to pull up my account to see how much I owed on the vehicle. At no time during this process did XXXX advise that he was pulling my credit or ask if it was okay. After inputting the information in the computer XXXX left the office and said that he would be back, and that was when I received a notification from XXXX XXXX that there was a change in my report. I looked at the inquiry and seen that it was the company that I was currently sitting with who pulled my credit. Instead of XXXX walking back in the office XXXX, the finance manager, joined me. At this moment I was advised of the different options and how much it would cost if I was to be placed in a new lease for the new vehicle I was inquiring about. I declined and informed XXXX that I was not interested in him taking my vehicle, which I owe XXXX on, having him pay that off and tacking it on to my new car because I did not see the sense or benefit in doing that. I also informed XXXX that I was going to finance my vehicle through XXXX XXXX and that I would not be able to do that being that my credit had already been pulled, and informed XXXX that XXXX pulled my credit without my permission or acknowledgement and he advised that XXXX XXXX pulling it would not cause any damage because it would be done within the 30 days of this credit pull. Not once did the fact that I stated that my credit was pulled without my consent get acknowledged. Being that I declined any offers that were presented to me XXXX departed the office and XXXX came back in. I mentioned to XXXX that I did not know he was pulling my credit because I would have declined, and his response was it wasnt a hard hard hit and that Equifax was the only one they pulled a report from. Being that I was not interested in doing business with this dealership I departed and called Equifax. I informed them of what was going on and they advised that they could not see any new activity to my account, so I ended the call. XXXX XXXX I called Equifax again, I told them who pulled the report and when they became aware that it was a hard inquiry, I was advised to contact the creditors who sent the request to them and ask them to send an email authorizing the removal of the inquiry. The guidance that was given was to place a freeze on my account, which I did, and put a fraud alert on my account, which I did as well. To resolve the issue, I called XXXX XXXX on XX/XX/2019 and asked to be connected to XXXX and or XXXX, but they both were unavailable at that moment. I informed XXXX, I believe her name was, what was going on and she stated that XXXX would be the best person to speak with being that he deals with finance ; she told me that she sent him a message to let him know what was going on and that he would give me a call as soon as he became available. The time went by and the day ended, and I had not received a call. Saturday XXXX XXXX, I went to the dealership to again, attempt to resolve the issue but to no avail. I spoke with XXXX first and told him what was going on and what my request was, based on the guidance that was given to me by Equifax, he stated that he had helped a customer remove an inquiry before and that he had me meaning he would take care of it. He went to get XXXX, informed him of why I was there, and I did not see him any more after that. When I spoke to XXXX, I again brought up the fact that I never agreed to my credit being pulled and that it was done without my consent. I then asked that the email be sent to Equifax, as per their guidelines, authorizing the removal of the hard inquiry but XXXX stated that he did not know how to do it. During this portion of the conversation, he mentioned that he was somewhat aware of the purpose of my visit because he had been informed the day before, but he just did not know how to do what I was asking him to do being that he had never been ask to complete a request such as mine. I informed him that XXXX said that he completed the task before and that he knew what to do to help, XXXX called to confirm but XXXX simply advised for me to dispute the inquiry through XXXX XXXX. He brushed off the fact that he stated that he could help me, which XXXX could not believe being that he is the Finance Manager, and XXXX is a salesman. Another day without assistance, or an attempt to assist. XXXX stated this XXXX day of XXXX that he would have to get with the creditors for guidance and that he would not be able to do that until XXXX, Monday. XXXX called me, and I sent a follow up email and his response was basically that there was nothing else he could do to help me, and that XXXX, the people they use to help pull credit, do not handle disputes. I thanked XXXX and told him that I would handle this and ended all communication with him. The evening of XX/XX/XXXX I called XXXX and asked for their assistance and they told me that the dealership would need to send the letter of authorization to Equifax, they advised that they do not deal with customers on that level. The representative at XXXX suggested having Equifax call the dealership, or having the dealership call Equifax to resolve the issue but I did not think that would workout in my favor so I decided to submit my complaint to you all and see what could be done. I know that my rights have been violated and I attempted to keep things within but I am not receiving the help I need and I would like this matter resolved.

Company response to consumer: Closed with explanation