Consumer complaint received 2021-10-15
Company: Rocket Mortgage, LLC
State: FL
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:
On XX/XX/XXXX, I went through the process of getting information from Rocket Mortgage on what I qualified for an investment property loan. During the last steps it states that they do not do a hard pull on your credit and refer to it as a " soft credit pull '' 4 times in the warning notice that pops up on the screen. At that time I authorize to move forward again checking a box for a soft pull to obtain my credit information and scores. Since my credit reports were frozen, there was another message that popped up to either call or start a chat after unlocking my report. I proceeded to unlock the report, began a chat with a representative named XXXX and he began asking several questions. 

Later that day ( XX/XX/XXXX ) I received a denial email as well as notification from XXXX that a hard pull had been done. XXXX at no time mentioned he was doing a hard pull, and I relocked my report immediately. I made several attempts with the company to resolve the issue by chat, at which I was even told by one rep that I did not have any hard pulls. As days passed, and making several attempt to resolve this, getting disconnected, etc I was finally able to have my issue escalated to XXXX XXXX. She advised that she was going to research the issue and email me within a few days. Her first email to me ( XXXX ) says that she found that I pulled my credit on the Rocket Loans site. Which was false, my report was frozen and I then had to contact them. Once making her aware of her inaccuracy, I sent XXXX a screen shot of the " Soft Credit Pull '' notice that appears when completing the questions on XXXX. She responds that day that shes sorry for my frustration and asks me if XXXX advised it was a hard pull, to which I answered no. On the same day XXXX she says she will look into the communication further and get back to me. 

XXXX did not respond to me until XX/XX/XXXX and advised : Thank you for your patience while I look into your concerns further. I was able to review the communication and my findings are that you removed the freeze from you credit to proceed with the application with XXXX. Further into the conversation XXXX advised a full copy of the credit report is needed to obtain all three scores before verifying the last four of your social security number. Soft credit checks is insight on what you might qualify for not the actual numbers a full report is needed. If you have additional questions or concerns please do not hesitate to reach back out. 

I then responded on XX/XX/XXXX : It is explained in the screenshot process I sent to you that the soft pull was for the credit scores as well. There was no clear communication that a hard pull was being done and this is very misleading. The freeze was done at the time I clicked the next step for preapproval with a soft pull. I started the chat because it said for me to remove the freeze. Im sorry but you are incorrect of the process of these things. No where was I told about a hard pull. If you can not get this resolved and the inquiry removed I will have to file complaints with the appropriate parties as I did not authorize or was aware of a hard pull. The entire time your site implied it was a soft pull and extremely misleading. This is also taking an excessive amount of time to solve. Please let me know today how I need to move forward. 

XX/XX/XXXX She later escalated the issue to yet another Associate Resolution team member who advised : I appreciate your response and again, I apologize for any frustration this situation may have caused you. I am sorry that our determination is not what you were expecting. We will respond accordingly to any complaints or concerns. 

I have copies of all the emails and the soft credit pull notice and will attach. Since they are unwilling to resolve or admit any type of error on their part, I had no choice but to file a complaint.

Company response to consumer: Closed with explanation