Consumer complaint received 2022-02-25
Company: Rocket Mortgage, LLC
State: TX
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: Reporting company used your report improperly

Complaint:
Spoke with XXXX XXXX from Rocket Mortgage on XX/XX/2022, on a recorded line. Long story short he wanted to pull my credit and I explained to him that I freeze on my accounts at this time and I explain that you can only do a soft pull. He said yea he do that but do you think you can take your freeze off or do you know when you would be able to take your freeze off. I explain that I can't at this time I was going out with my mother and I don't anyone to make any hard pulls because I have chosen anyone at time. He was like your just getting offers it's not about who your choosing. If you would like set a time to talk Monday because I know you're about to leave with your mother and I said yes, that would be fine. Then he stated that he will get me on Monday, around XXXX XXXX and I we talk that evening and I said no around XXXX after I come from the gym. On Monday, XX/XX/2022, I get a call from XXXX and ask how was your weekend and said a little on overwhelming. I've so many people coming at me like sharks about a mortgage to the point I don't know what and who I want to deal with. Then he starting telling about things on my credit report and I like okay. You can do x ... .amount of dollars for to start looking for a home and I'm going send you over the information that I will need to get you started. I am silent and just get off the phone. Then I get an alert from the credit company 1st XXXX stating someone has went into my account PLEASE review. I see that Rocket Mortgage has place three hard inquires on my credit account with my permission. I call XXXX back and inform him of what I have received and whats on my account. XXXX tells me that it just accounts as one I inform that I never told him that he could pull a hard inquiry on me and not only did he pull a hard inquiry he pull it several times. Then he still said it just count once and says it's not about it counting once. It's about me not giving you or your company permission to do it. HE says XXXX. I said I'm calling the credit company 1st thing. I want off. Call XXXX they remove the one on the XXXX. but informed me that company Rocket would have to remove the other. Then see that it's on my XXXX account as well three times. They inform me that the company will have to remove it or send them a letter to remove. I contact the XXXX and says there's nothing they can do. Then he transfer me to his manager XXXX XXXX and he explain that he would have to pull the recorded lines and if what I am saying is true ( which it is ) then he will provide the client relations number to me at that time and they would handle. Then returns my call and informs me that he was unable to pull the calls. The provides me with the Client Relations number XXXX and a loan number which I never knew I had XXXX. Nor why would I have when I didn't set up a loan with this company. Then XXXX XXXX contact me from Client Relations and inform me that he would be looking into it and that he would get back with me by Friday, XX/XX/2022. The conversation with him was a repeat. Friday, XX/XX/2022 I email XXXX and was inform that he was out for the day. Then I called replacement for the day XXXX XXXX. Then XXXX contacts me back to inform me that they were unable to pull my and only my calls in regards to the credit concerns which all involved XXXX. Any other call that happen they seem to have which he states seems be a technical issues. I inform him that doesn't right that all my gone on both days at different times that were recorded. Seems that they were eased after I made a complaint and informed them of wrong doing of their employee. I inform XXXX that I believe that someone did hear the recorded calls and they are now gone. Also, they are protect their own in a trail of lies. Explain to XXXX he is just getting tail end of this issue but, it is an issues and I am not finish with it.

Company response to consumer: Closed with explanation