Consumer complaint received 2019-04-03
Company: ONEMAIN FINANCIAL HOLDINGS, LLC.
State: OK
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:
OneMain Financial has violated the terms of the Fair Credit Reporting Act by conducting a hard credit pull of my credit file without my authorization. 

I did not authorize a hard credit pull by OneMain or XXXX, the matching service that OneMain received my information from, for a personal loan. OneMain, without authorization and despite the fact that I never contacted them or communicated with a representative in any way, ran a hard credit pull on my credit history. 

XXXX made it clear that no hard check would be run, and that options listed were based only on a soft check. At no point did I authorize a hard check with XXXX or OneMain, which obtained my information from XXXX. 

I've spoken with XXXX after speaking with the OneMain office in XXXX XXXX this morning, and verified with XXXX 's agent that their terms and conditions do not include authorizing a hard credit check either by XXXX or One Main.

I called OneMain for the first time morning after noticing that OneMain had done a hard pull on my credit, again without ever obtaining my authorization. 

I've pasted a transcript of the conversation with the XXXX agent, along with the terms and conditions I agreed to with XXXX, which did not authorize XXXX, OneMain or any affiliate that XXXX works with to conduct a hard pull. The terms are available both in the chat pasted below and on the link. 

This morning, I was told by OneMain that XXXX gave permission to do a hard check on my credit, which their agent says they never do. Again, their terms and conditions, listed on their website, also support this. 

I have asked OneMain to correct this situation. 

The unauthorized credit pull caused my credit score to drop 20 points. 




Briefly tell us how we may assist you today : I was just speaking with XXXX, and was disconnected Chat XX/XX/2019 XXXX XXXX Hello, this is XXXX, it's my pleasure to assist you today. 
XXXX XXXX It was listed as only doing a soft credit check XXXX XXXX Instead, one lender who received information from you processed a hard credit check, and I had never contacted them nor given authorization to do so XXXX XXXX I spoke with them this morning and they said that through XXXX there was an authorization not only for a soft check but a hard check also XXXX XXXX I see a note in the file that a loan matching specialist tried to call you to go over your loan options but they were unable to reach you by phone. Do you have 5-10 minutes to speak with them now to give yourself the  best chance for loan success? 
XXXX XXXX This was not something I authorized XXXX XXXX Where in the authorization that I gave does it allow for a hard credit check XXXX XXXX Filling out a form on our site will not impact your credit as your credit is not going to be pulled by XXXX. Your information will be used to match you with the most suitable financial solution for your situation. 
XXXX XXXX It did affect my credit. In fact, my score went down 20 points because of a hard check done by OneMain, but I never spoke to them. They said the hard authorization was agreed to when I filled out the form with XXXX XXXX XXXX But the form with XXXX said that it was a soft check, which does not affect one 's credit score XXXX XXXX Not with us. 
XXXX XXXX Where did I authorize OneMain to run a hard check through an agreement with XXXX XXXX XXXX Sir I apologize but you are mistaken, we never take any confidential information from you. 
XXXX XXXX There are lenders in our network that will do a pre-approval with what's called a soft inquiry on your credit report, but before funds are dispersed every lender will always perform a regular credit check. 
XXXX XXXX I am not mistaken. I'm going only on what I was told by OneMain this morning, and based on when I filled the information in with XXXX that this was an authorization for a soft check only XXXX XXXX Can you confirm that your policy does not authorize a hard check XXXX XXXX And are there terms and conditions that I can either be emailed or find in connection to what I did authorize with XXXX that clarify this XXXX XXXX Your privacy is one of our top concerns. First off, we don't ask for highly private information, such as your social security number or D.O.B. Second, we don't share your information with partners unless you give us permission to do so. We also have the highest level of security encryption available on our servers. 
XXXX XXXX I need to submit information now to have that removed from my credit report XXXX XXXX It appears that another company is improperly using our name and reputation. At XXXX, we are not a direct lender. We are a free service that helps connect our clients with the best lender or other financial solution for their situation. 
XXXX XXXX For the record, my DOB was collected when I filled out the XXXX check through XXXX XXXX, and it was also clearly stated that this would be a soft check only XXXX XXXX Where are the terms and conditions that pertain the information I submitted XXXX XXXX At XXXX we are not the direct lender. We are a free service that has been in business since XX/XX/XXXX. We instantly match you with the most suitable financial solution for your situation in your market area, with zero obligation. We work with a network of highly rated and trusted providers that provide loans for those with poor to excellent credit, and are confident we can assist you to find your best option. 
XXXX XXXX They are on our website. 
XXXX XXXX I completely understand that and that's not what I'm asking for XXXX XXXX XXXX XXXX XXXX Where are the terms and conditions specific to the information I submitted XXXX XXXX Or are you saying there is just one set XXXX XXXX Welcome! XXXX XXXX ( " XXXX '' or " us '' or " we '' or " our '' ) provides its services ( described below ) to you through the website located at XXXX and its related sub-domains ( the " Site '' ) and through its mobile applications and related services ( collectively, such services, including any new features and applications, and the Site, the " Service '' ), subject to the following Terms of Service ( as amended from time to time, the " Terms of Service '' ). Through the Service, we provide credit-related information, products, services and other features. XXXX XXXX is a subsidiary of XXXX XXXX , XXXX ( Licenses ) By using or accessing any part of the Service, you are agreeing to these Terms of Service, our Privacy Policy and all other policies or notices posted by us on our Sites at the time of such access or use. 

If you don't agree to these Terms of Service, don't use the Service. We can change these Terms of Service at any time without any notice to you. We will change the last revised da XXXX XXXX I need to have the information so that I can take the hard pull off my account XXXX XXXX I don't think you're getting the point of this conversation XXXX XXXX Sir we never pulled your credit. 
XXXX XXXX And I never said that you did XXXX XXXX Whatever company you applied with did. 
XXXX XXXX XXXX am clarifying that XXXX did not pass along an authorization, allegedly by me to XXXX, to a third party lender -- in this case OneMain XXXX XXXX Then you can contact Onemain. 
XXXX XXXX Omg, you have got to read before you respond. I told you that I contacted OneMain, and that they said, which you say is not true, that I gave authorization to them through XXXX to pull a hard credit report. 
XXXX XXXX We were just trying to discuss more targeted options with you. 
XXXX XXXX May we have a good number to reach you? 
XXXX XXXX You say that that is not the case. I am speaking with you only to have this in writing and to obtain the terms and conditions, which you have provided, so that I can provide that to the credit rating agency to have this removed XXXX XXXX You have clarified this and I will submit the terms that you posted and our conversation XXXX XXXX If you have any further questions we are available at XXXX. Mon-Fri XXXX EST and Sat XXXX EST. I will be ending our chat session now. 
XXXX XXXX Can you please send the transcript of that chat XXXX XXXX I need it to submit to the credit reporting agency XXXX XXXX Here is a link to our terms sir. XXXX XXXX XXXX

Company response to consumer: Closed with explanation