Consumer complaint received 2025-07-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: UBS BANK USA
State: FL

Complaint narrative:
I am submitting this complaint against UBS Bank USA in connection with my UBS XXXX XXXXXXXX credit card account. 

On XX/XX/year>, I received a letter from UBS requesting updated income and asset information as part of a routine credit review. I followed their instructions and contacted the Wealth Advice Center on XX/XX/XXXX and spoke with an advisor. I also emailed him a copy of the letter I had received. He and his team ultimately advised me to call UBS Card Services, which I did, and during that conversation I verbally confirmed that my income had not changed significantly. I received no further communication or follow-up after that and I was not asked to provide further documentation. I was also not given a means to submit updated documentation. At no point was I told that this would result in a credit application or a hard inquiry. 

I assumed the matter was closed until I discovered that UBS had unilaterally reduced my credit limit by {$10000.00}. This occurred without warning and was the first indication that UBS had taken further action on my account. 

Following that discovery, I contacted the Wealth Advice Center again on XX/XX/year>, and spoke with another advisor. During this conversation, I expressed that I would like my original credit limit restored. I provided updated information regarding my net worth, income, and liquid assets to support that request. While I now understand this may have been interpreted as a credit line increase request, I was never told that UBS would initiate a hard credit inquiry to process it. No one requested my consent and I was not informed of the credit implications at any time. 

I later learned that UBS attempted to access my credit report on at least XXXX occasions, most recently on XX/XX/year>, all blocked due to an active credit freeze on my TransUnion file. These attempts occurred without my authorization or any written disclosure. I did not receive any application forms, credit inquiry notices, or even verbal warnings that my credit report would be accessed. 

I submitted a formal written complaint to UBS Client Relations on XX/XX/year>, and as of today, I have received no written response. 

UBS subsequently sent me two letters that confirm the unauthorized activity : A letter dated XX/XX/year> states that my credit limit was reduced based on information from a credit reporting agency. I had not authorized any inquiry at that time, and UBS made no attempt to notify me beforehand. 

A letter dated XX/XX/year> confirms that UBS attempted to process a credit line increase request but was unable to access my credit report due to the freeze. Again, this was never explained to me during or after the conversation with the Wealth Advice Center. 
These events raise serious concerns about UBS initiating multiple hard credit inquiries without consent, failure to notify me of those inquiries or to obtain proper authorization, misclassifying a simple verbal financial update as a full credit application, and no communication or response to my written complaint while inquiries continued.

Company response to consumer: Closed with explanation