Consumer complaint received 2019-06-17
Company: Rocket Mortgage, LLC
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Improper use of your report
Sub-issue: Received unsolicited financial product or insurance offers after opting out

Complaint:
On XX/XX/XXXX, at approximately XXXX XXXX, I received an unsolicited call from a man by the name of XXXX, who identified himself as a loan tracker with my mortgage lender, Quicken Loans. He said that he had a couple of updates regarding my mortgage and then forwarded me to a Georgia specialist so that they could provide me with a little more information. He connected me with a man by the name of XXXX XXXX, who said he was a Senior Mortgage Banker with Quicken Loans and that I was in good hands. 

I told him I was interested in any updates concerning my mortgage and was hoping it was news of a lower interest rate to lower my payments. He told me that " of course we would have to verify your current information '' and I verified to him all of the information from my file including the last 4 digits of mine and my wifes social security numbers and how long we had been married. I told him that my credit was normally above 700 and that I had just gotten out of the hospital after an accident and was in a XXXX, but that we had talked about looking for ranch style homes in our area, or even considering building a new home in XXXX XXXX, Florida, as I had heard that there were some low interest loans to encourage rebuilding that area. 

I also explained to him that I had been in an accident at work last year and that right now, I did not have any income other than {$500.00} per week from Workers Comp but thought that Workers Compensation would probably award me a settlement or a weekly salary around XXXX or XXXX of this year. I explained to him that neither me or my wife had any income other than social security at the time. He said that he would put a note on my file to call me back in XXXX and we ended the call. 

Less than 30 minutes after our conversation, I was notified by XXXX XXXX that I had hard hits on all 3 of the reporting bureaus. At no time did Mr. XXXX ask for my permission to access my credit by inquiry. I record all of my calls and have listened to the recording of our conversation twice. Upon further investigation, it appears that they used a company by the name of XXXX XXXX to pull my credit. 

I take my credit rating very seriously and recently with a decrease in income, we have had difficulty keeping it about 700. A hard hit reduces my FICO and I had no intention of applying for another mortgage with them at this time. 

I called all 3 credit bureaus and explained it to them and they said to send each a letter disputing the action, and then to ask Quicken Loans to send a letter explaining the mistake. I have done this, but today, Quicken Loans refused to send letters to remove the inquiry. This is a fraudulent action and regretful decision as they have now lost a good customer who has been a customer for a long time and have never been late on a payment. 

If you like, I can forward the recording to you as I did to Quicken Loans so that you can hear both sides of the conversation. I have attempted to attach the recording to this form. 

I was amazed that a company like Quicken Loans would make unsolicited calls to their customers to trick them into checking their credit reports by acting like they are reading from your file ; but, even more amazed that they won't admit to such an unethical practice and help their own customers by sending a simple letter to the credit union to have the inquiry removed. As a senior citizen, I feel like this may be a common practice on the elderly. 

Any credit inquiries of my credit report on XX/XX/XXXX were obtained fraudulently and without express permission. Hard hits on my credit report from this action will stay on my credit report until XXXX or longer and affects how other creditors rate my financial responsibility. 

I offended by this unscrupulous practice and ask that the inquires on XX/XX/XXXX, be removed.

Company response to consumer: Closed with explanation