Consumer complaint received 2022-05-22
Company: Westlake Services, LLC
State: CA
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:
On XX/XX/XXXX, I received a solicitation for credit through a third-party affiliate XXXX, XXXX, XXXX. After leaving my name and phone number, I was contacted by an agent for the company XXXX XXXX. I explained to the representative I " DID NOT WANT TO APPLY FOR FUNDING IF IT WOULD BE A HARD INQUIRY. '' The representative assured me he would only make a soft inquiry. I agreed and was subsequently denied credit. My XXXX alert popped up after getting off the phone, showing a new hard inquiry on my credit report. 

I immediately contacted the company and found numerous affiliates connected to XXXX  XXXX : XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, etc. There was no easy way of getting assistance from anyone other than customer service representatives. They did not know how to fix the problem and transferred me to different representatives, who stated it was a soft inquiry. 

Over the next month, I contacted XXXX five times, two to the fraud department. Each time I was told the information sent to them was a " hard inquiry '' and that the company needed to fix the issue. 

I spent hours trying to contact a dispute, lending, or legal department throughout the month, but the " phone tree '' was set up to prevent contact with anyone other than customer service representatives or sales agents. One representative told me that she had emailed the dispute department and the issue would be resolved. I asked for a copy of the email, and she said they only had an " in-network system '' so that no document could be sent to me for my records. I found this suspicious but moved on, hoping for the best. 

I eventually was given an email : " XXXX. '' I sent two lengthy explanations of the issue over the next two weeks and received no response. I then sent a third and final notice on XX/XX/XXXX, stating if this issue weren't resolved, I would proceed with legal action. 

I was then contacted by : XXXX XXXX XXXX of XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, CA XXXX I have uploaded the email exchange for documentary evidence on the merit of my claim. However, to paraphrase the correspondence with XXXX XXXX. It was like speaking to someone who is very clever but has no real experience in the business world. She continued to state that it was a soft inquiry, contrary to the fact that my XXXX report shows the hard inquiry, substantiated by the five conversations with XXXX employees directly. 

I can not understand why XXXX XXXX would not correct this issue but instead deny responsibility for the error and create new excuses. After a week of exchanges where XXXX XXXX showed no signs of correcting their obvious mistake, I explained I would be taking legal action if she would not remedy this issue. Since XX/XX/XXXX, I have not received any correspondence or correction on my XXXX credit report. 

However, I did do additional due diligence and found that the company has been investigated for illegal practices before and found guilty, see the DFPI : https : //dfpi.ca.gov/search/ Pursuant to Financial Code section XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and Wilshire Consumer Credit are hereby ordered to desist and refrain from violating Financial Code section 22156 and California Code of Regulations, title 10, section 1451. 

In addition, if you try to contact the number located on the XXXX report that is associated with : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX You are directed to a " Press 1,2 '' medical equipment solicitation.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation