Consumer complaint received 2020-03-02
Company: Rocket Mortgage, LLC
State: NY
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
To : QuickenLoans Administration : I recently had an incident with your company that has left me entirely irate. Months ago I had inquired about possibly refinancing my mortgage. Well, that casual inquiry led to a Hard Inquiry against my credit. I was not very happy to learn about this no one asked if they could do a Hard Inquiry. Then, last month, on XX/XX/XXXX, I was called by your offices - I did not initiate a call to them, they were soliciting me! I immediately expressed my irritation with your rep concerning the Hard Inquiry that had occurred several months before. I told her that I DID NOT WANT ANOTHER HARD INQUIRY against my credit report. I told her how angry I was over the past call. Suddenly your advisor, XXXX XXXX got on the line. I told him as well that I was angry with QuickenLoans for the past Hard Inquiry and that I did NOT want ANOTHER HARD INQUIRY to hit my credit. XXXX XXXX then merely asked if I was interested in lowering my monthly payments or maybe tapping into my equity. I said I might be interested in lowering my monthly payments, but again, I had made it CLEAR that I DID NOT WANT another HARD INQUIRY made against my credit. He then merely said that he wanted to update my credit information and remember, this was AFTER I told him I DID NOT WANT A HARD CREDIT INQUIRY! He led me to believe that he was doing a Soft Inquiry. I know that Soft Inquiries can be done to establish an interest rate, etc., because my own bank did one with me a month ago when I was inquiring about refinancing my car loan. My banker was able to do a Soft Inquiry and gain enough information to determine an interest rate for me and a new monthly payment for my car loan. I believed the same was/is possible for QuickenLoans to do. But XXXX XXXX was deceptive and purposefully omitted the fact that he was going to do a Hard Inquiry immediately after I told him how angry I was that QuickenLoans had hit me before! At NO TIME did Mr. XXXX SPECIFY that he was going to do a Hard Inquiry. I had just told him how angry I had been the last time QuickenLoans hit me with a Hard Inquiry before? Why would he do it anyway?!? What kind of professional is Mr. XXXX? He seems to have ethics more like a Used Car Salesman than a professional mortgage advisor! When I disputed the Hard Inquiry, your Customer Service people who contacted me were no better three in all contacted me and all refused to even discuss the possibility of removing the Hard Inquiry from  my Credit Report. In fact, they all just gave a rather robotic, company-line answer. There was no humanity in any of them. What kind of corporate culture do you promote over there? 
One representative said that I should have known that looking at my credit always involves a Hard Inquiry NO, I am not in the financial business, I dont know that a Hard Inquiry is always done, I have had credit information pulled with Soft Inquiries in the recent past, and I had specifically told XXXX XXXX that I DID NOT WANT ANOTHER HARD INQUIRY AGAINST MY CREDIT REPORT. After telling him this, why would he then surreptitiously do just that?!? At the time of our conversation, I was NOT a customer, I did NOT contact QuickenLoans looking for a mortgage or a re-finance, I did not initiate the contact YOU did. It was QuickenLoans who called ME and was soliciting ME for business. Listen to the recording of the conversation XXXX never said anything about a Hard Inquiry, he only said that he wanted to update some history, and then asked me my name and last four digits of my SSN. He DID NOT ask for my permission to do a Hard Inquiry into my Credit Report! 
I will not let this be! I will continue to escalate this matter this small, small matter, until you fix it - even if I have to start annoying the people over at XXXX XXXX - XXXX XXXX XXXX XXXX, MI, XXXX. I am retired. I have all day to sit at my computer and file complaints and sit here and make phone call after phone call until you take that Hard Inquiry OFF of my Credit Report. I will go to the New York State Banking Department, the New York State Attorney Generals Office, the Michigan State Banking Department, and the CFPB anywhere and everywhere I need to complain in order to get this matter resolved. Even if I have to pay the {$15.00} dollar fee to file a Small Claims action against you, I will which means you will have to hire someone to represent QuickenLoans in court. Is it really a good business decision to allow this small matter to fester into something bigger and more costly? Is all of this really necessary when all you have to do is simply inform the Credit Bureaus that your representative mistakenly did NOT MAKE CLEAR that a Hard Inquiry was going to be made against my credit report? Such contact with the Credit Bureaus will cost you nothing! I dont understand the business logic that would compel you to fight me on this. It will cost you nothing to correct this! This may seem like a small matter to you, but when I know that I have been wronged, I will tenaciously fight back until the wrong is corrected.

Company response to consumer: Closed with explanation