Consumer complaint received 2018-08-28
Company: MONEY SOURCE, INC., THE
State: ND
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:
The problem is that The Money Source has caused EXTREME FRUSTRATION be providing FALSE information to me and my wife which has caused FINANCIAL HARDSHIP by reporting a HARD Inquiry on our credit reports causing us NOT to get a loan because of a lowered credit score. 

Here are the facts : Both my wife and I lost our jobs. We were current on the mortgage. We NEVER went late. We decided to reach out to the Money Source ( where our mortgage is ) to see if they can help us out. 

They told us we had to fill out a bunch of paperwork. We were told that we had to sign ALL of it which included a form to run a credit check. We were told it would only be a SOFT INQUIRY since they already had a mortgage with them. 
They wanted more and more paperwork. We gave it to them, But we kept getting the answer we cant help you since you are current on our mortgage. In the end they did NOTHING for us. 

They hinted that since we were current they could not help us but IF we were late then they could help us. 

Eventually we got jobs. We NEVER went late. However we are trying to get a different loan but we cant because our credit score is low because they did a HARD INQUIRY on us. I contacted them to have it removed. 

I called onXX/XX/XXXX at XXXX XXXX  and talked with XXXX first. I explained everything and he said he could not help me. I ended up talking with a supervisor XXXX. She confirmed to me that it was supposed to be a SOFT inquiry and she would take care of it. I was told she would call me back. She did NOT. 

NOTE : XXXX did not initially believe us that it was a HARD inquiry and not a SOFT and wanted both me and my wife to send them copies to the credit reports showing it was a HARD inquiry. We emailed the proof to her. 

I waited a couple weeks thinking it will take some time to remove the INQUIRY. 

OnXX/XX/XXXX at XXXX I talked with XXXX, she had seen that there was a mix up and she admitted they had dropped the ball but reassured me that the supervisor, XXXX would call me back after he took care of things. HE DID NOT CALL ME. XXXX had apologized and admitted they ( The Money Source ) messed up. 

On XX/XX/ at XXXX XXXX  I called and talked with XXXX. I explained I need to talk with a higher manager. He told me that he would get XXXX. He told me XXXX was on the phone but will call me back after he was finished. Several hours later he did NOT call. 

I called back again onXX/XX/XXXX at XXXX XXXX  and talked with a XXXX, I explained the situation with her and she was very understanding. She reassured she would stay on phone until I talk with someone. She reached out to XXXX the manager but she was told he would not talk with me since it was not his department to help. She told me that it was a different department and that XXXX would talk with me. 

NOTE : Ive been on hold off and on for well over 51 minutes by this time. 

Finally I talk with XXXX whom is supposed to be a senior supervisor. She informs me that she cant do anything about it and REFUSED to remove the HARD INQUIRY. 
I told her that the information I was getting that it was going to be a SOFT INQUIRY. She said since you signed the paperwork it didnt matter. 

SHE just did NOT CARE about what I was going though. VERY COLD UNCARING. 

I told her that I WAS LIED TO by THEIR employees about everything. 

They did NOT help me and my wife they only hurt us by lowering our credit score. UNPROFESSIONAL, DECEPTIVE, COLD HEARTED, LIARS.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation