Consumer complaint received 2017-03-23
Company: Rocket Mortgage, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
Concern : I called Quicken to look for opportunities to refinance my home which is mortgaged with XXXX. I was reluctant to permit Quicken for running a credit inquiry but they kept insisting that they will not be able to process until they run my credit report. During oral interview everything looked good and they asked for my consent to run a credit inquiry. I consented reluctantly as I had no choice then. Quicken ran a hard inquiry on my credit history. The hard inquiry shows very good credit history but did not show my XXXX as a lender. It never occurred to me ( and for that matter for any potential customer ) that my loss mitigation application with XXXX, although current with payments ( it may have not shown on my credit report ) and therefore I will be automatically disqualified. 
I am concerned as I was surprisingly never asked any question so that I could have avoided this during the interview. That was not fair as Quicken with few interview questions was quick to run my credit report. When I called to resolve this situation, they on the other hand blamed me for not letting them know. This matter can be resolved. 

Resolving this issue : My credit score has been seriously affected by this inquiry. I am humbly requesting a letter from Quicken to be submitted to the credit agencies to delete the hard inquiry from my credit report. 

Their answer : I apologize for missing your call. I can understand the frustration that was caused by your credit being pulled when we were not able to lend due to your loss mitigation. The credit impact can be XXXX points which can add up if you have multiple inquiries done in one year. The credit bureaus consider removal of credit if the credit was pulled fraudulently. 

Based off our findings, we do not find this to be a fraudulent pull. Quicken Loans obtained permissible purpose to pull credit for the intent of doing a refinance loan. It was n't until after credit was pulled, that discovery was made with the mortgage which would result in Quicken Loans not being able to lend. We share in your frustration that we did n't have an opportunity to lend at this time. However, the credit inquiry would not be removed as permissible purpose was obtained. 


If you have any additional questions or concerns, you can reach me directly ... .. 

My rebuttal : I respectfully disagree with your explanation. My credit report hard inquiry by Quicken Loan may not have been fraudulent because I consented, but note ( can pull our phone conversation records ) that I reluctantly consented as a consequence of introductory questions asked of me before coercion to participate into the credit report check process. 

Please note that my credit score is very good and would have otherwise qualified easily for a refinance and lending. As a unsuspecting consumer such as myself was not made aware for e.g., " loss mitigation '' process, BEFORE running my credit report, lending or not lending would have been out of question. But that did not happen. Unable to lend decision was orally conveyed to me after that fact. 

I am humbly requesting again that the hard inquiry be removed from my credit report. 
Thank you.

Company response to consumer: Closed with explanation