Consumer complaint received 2019-04-02
Company: EQUIFAX, INC.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
REMOVE UNAUTHORIZED HARD HIT CREDIT CHECK AND TERMINATE UNAUTHORIZED CREDIT CARD APPLICATION Dear CFBP Supervisor : I just saw on my credit report that XXXX initiated an unauthorized " hard hit '' on my credit report. ( Credit report attached ) I am writing to request that XXXX immediately REMOVE the " hard hit '' on my credit report and to the credit card application they processed without my consent or knowledge. 

Background : This is ( again ) another egregious misconduct by XXXXs branch manager, XXXX XXXX, at the XXXX XXXX office. Beginning on XX/XX/2019, I had to contact XXXX Customer Service continuously for several days about the mishandling of my Premier Account. I also left messages for the branch manager.

Finally, the manager called me on XX/XX/2019. XXXX XXXX was unprofessional and ill-prepared for the call. He did not have any information on my account. Then, as he searched on his computer, he could not locate it. I had to look up my account number to provide to him. I told him that I NEVER authorized or consented to any credit check or asked for a new credit card. XXXX XXXX confirmed that XXXX did NOT process any credit card or overdraft services on my account. After seeing how poorly he was handling my account and his rude tone -- I had no confidence in this branch manager. Thus, I requested a written confirmation of what he told me. See email attached here ( Exhibit 1 ). 

However, XXXX XXXX lied and misrepresented to me about XXXX 's actions. Contrary to what he had confirmed in his emailXXXX XXXX DID run a hard hit credit check. The result is evidenced on my credit report, attached here ( Exhibit 2 ). 

Did he even check the information BEFORE confirming with me? This was very unprofessional to mislead clients with false information. 

In my entire life of banking, I have NEVER had to write to any bank about their terrible customer service. I had to ask XXXX to remove my account from XXXX XXXX 's branch altogether -- to another location with professional staff, per letter attached here ( Exhibit 3 ). 

Then a week ago, I received two phone messages from XXXX that they are sending me a new XXXX MasterCard credit card and they instructed me to call the phone number on the card when I receive it. ( I saved the messages ). I have NEVER signed up for an XXXX credit card. This latest episode by XXXX has caused me great anxiety. It also triggered me to check my credit reports -- which showed that they also ran a " hard hit '' on my account without my consent. 

First, I am writing to request that XXXX immediately remove the hard hit on my credit report and provide documentation this was done. 

Second, I have never applied for any new XXXX credit card. I request that XXXX immediately cancel any XXXX credit card and provide me a written confirmation of termination. 

Please find the three documents referenced above ( Exhibits 1,2 and 3 ), attached here. Feel free to reach me with any questions.

Company response to consumer: Closed with explanation