Consumer complaint received 2022-09-19
Company: Experian Information Solutions Inc.
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:
I was referred to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) by the XXXX website since they are handling low to moderate-income families who obtain loans with down payment and closing cost assistance. 
XXXX XXXX XXXX # XXXX, who was the assigned consultant reached out and assured me that she will be able to assist me with my needs. 
As a first-time homebuyer, I made it very clear upfront that I only prefer pre-approval using soft inquiry to learn how much I can get qualified for, how much I can afford, and also have a better understanding of the entire process before diving in with the actual buying process. During the pre-approval process, I was trying to avoid any mishaps or headaches correcting something posted on my credit report which will be a hassle to correct. 
According to XXXX, she did a soft inquiry and provided a pre-approval via email, however, she provided a pre-approval letter to the selected real estate agent ( referral by XXXX ) bypassing me. I received the pre-approval from my real estate agent and not XXXX. This kind of threw me off. After my pre-approval, it appears XXXX did not want to deal with me ( not sure why ) In the meantime, I reviewed the pre-approval and nothing details on that letter made any sense. I typed up all my questions and emailed them to XXXX for answers ( XX/XX/XXXX ). When I did not hear back from her, I called her on XX/XX/XXXX. Right before that phone call, I received an email from Experian informing me of a credit inquiry on my report. I did not think of anything at that time. During the call, I repeated each of the questions that I had on the pre-approval for XXXX to answer, and I also asked her if she by any chance might have done a hard inquiry on my credit. Her answer was Yes because I think you are ready. I was shocked, and told XXXX, as per our conversation, that I did not consent/permit her to run a hard inquiry yet since I was still making decisions on whether to move forward yet or to wait a little longer. 
She was upset about the situation, making me feel it was my mistake. She told me she can take the hard inquiry off my report. I circled back to her on XX/XX/XXXX checking to see if she did make that call, and her response was I will initiate the process. I followed up again on XX/XX/XXXX requesting an update, and her response was, XXXX, this is not an overnight process will take a while. I dont get updates.. 
At this point, I do not trust her. I am not even sure she did initiate the process to correct my report. This is the type of situation that I was not looking forward to but yet I am going through it. 
I need some help and support to get this fixed. I have all email responses if I need to show them as proof.

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