Consumer complaint received 2022-01-22
Company: Rocket Mortgage, LLC
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Hi there, I was seeking a rough estimate of my home buying power. I filled out an online application for a soft credit check with Rocket Mortgage on XX/XX/XXXX. I did not finish nor submit the application because I decided to find out my co-borrowing power with my husband. Not one minute from closing the application, an agent texted me through my personal cell phone number and then called me to ask me why I paused the application. The agent also asked me a bunch of personal and non-professional questions about my workplace because he was fan. I told him it was very invasive to text me, and I told him I would be working on the application with my husband, the agent confirming it would be a soft credit check, over the phone. 

XXXX opened up a Rocket Mortgage application for both of us XX/XX/XXXX. We started filling the application out and stopped because we need to collect more data on my XXXX  XXXX income. We did not finish the application nor submit it. A few days later, we noticed that a hard credit check was run on both my credit and my husband 's credit on XX/XX/XXXX. I did not consent to this nor did my husband. In the subsequent days, Rocket Mortgage had called both of us several times to finish the application, further confirming that we had not submitted nor completing it. 

On XX/XX/XXXX, both XXXX and I called Rocket Mortgage several times requesting copies of the form, contesting the hard credit pull without our consent, and they told us that they were unable to provide us with access nor a copy of the forms. XXXX XXXX XXXX of Rocket Mortgage told us that they, XXXX could not show us proof of credit pull consent because it was done online. I do not understand how the Rocket Mortgage agents can access my personal data and where I was on the application and hound me excessively to finish the application yet not be able to provide proof of consent for a credit check. Furthermore, it is completely unethical to run a person credit without their consent, especially when they haven't completed the form. 

When XXXX went to see the application in progress on Rocket Mortgage 's website, his account/application has conveniently disappeared. They referred us to the agency who pulled our credit, XXXX XXXX. We both filed complaints against the hard inquiry with XXXX XXXX. XXXX XXXX also let me know that MY CREDIT WAS PULLED THREE TIMES. I have no idea how or why Rocket Mortgage pulled my credit, without my consent, without my knowledge, 3 times on XXXX day. XXXX XXXX told us to request the form and consent from Rocket Mortgage. Rocket Mortgage told us we would have to call XXXX XXXX to get a copy of the online form. It's a back and forth game. We have talked to several people from Rocket Mortgage, and no one has been able to address the issue -- they simply pawn us off on someone else. 

At this point, my credit has dropped XXXX points in one day, and now my home buying power has been significantly diminished due to their illegal business practices. We NEVER, EVER consented to a hard credit check nor completed the online application. Rocket Mortgage refuses to provide us with the documentation requested. This is a clear violation of fair consumer reporting practices, and I will not stop until Rocket Mortgage is held accountable for their illegal and unethical practices.

Company response to consumer: Closed with explanation