Consumer complaint received 2018-05-31
Company: Rocket Mortgage, LLC
State: LA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
On XX/XX/18 I completed an online inquiry with quicken loans using this link VIA my cell phone ( https : //www.quickenloans.com/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) to see about refinancing my home and borrow additional cash to consolidate another debt. Completing the inquiry, there were no indications as to a hard credit inquiry nor about it being a formal application for a mortgage, only indications of rates and offers. The only disclaimer was a communications consent at the end of the questionnaire about being contacted by affiliates. Immediately after completing the profile I received a phone call from a representative at Quicken Loans to connect me with a licensed mortgage lender for my state. He stated he needed some more information in order to see what they could offer and proceeded to ask questions. Not once did he explicitly state he was doing a hard inquiry on my credit file, nor ask for my consent to do so, and no where on the questionnaire that I completed was that term explicitly stated either. I have done this process several times with other lenders and they always clearly state whether they are doing a soft inquiry or a hard inquiry, and ask for explicit consent when they do so. I did not complete an official application for a mortgage, but was only seeing if I could be approved for better terms than my current mortgage. Other than this, he was very professional and stated that the terms I currently have were very good and he wouldn't offer me anything better. Not long after I received a notification that a hard inquiry had been placed on my credit file and was from XXXX XXXX XXXX with reference to Quicken Loans. I immediately called XXXX  who referred me to call Quicken Loans. I called Quicken Loans customer service, the rep I spoke with was named XXXX. She reviewed my call with XXXX ( the original rep ), and stated that she agreed that my conversation was not clear and they apologized. She would make note of it and bring it to the attention of her executive team to review and make sure their communications were more clear in the future. I stated that's great, but I don't want to be the example, I never explicitly consented to having a hard inquiry done and wanted it removed from my credit file. She indicated it was not fraud and therefore could not be removed, but they would make note of it to improve their communications. I asked to speak with a supervisor and she brought in XXXX. XXXX heard my complaint, apologized and said he would review the case and call me back that evening. He did call me back and stated he reviewed the case and his interpretation of the conversation was I did clearly give consent, and offered to play the recording back to me. He did play the recording and I then explained to him that I've done this process several times with other lenders and they all give explicit disclosures and notices of their intentions, this was the first time that a company did not. He then proceeded to tell me that one inquiry is not significant. I told him if this isn't resolve to my request that I would file a complaint with the CFPB, offered my reasonings. We then both stated regret for our disagreement.

Company response to consumer: Closed with explanation