Consumer complaint received 2024-04-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Improper use of your report — Credit inquiries on your report that you don't recognize
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
On XX/XX/2024, at XXXX XXXX, I received multiple calls from XXXX XXXX, a banker from Rocket Mortgage ( NMLS # XXXX ), regarding a potential savings promotion. As I was working at the time, I informed XXXX XXXX that I was unavailable to discuss the matter. Despite my unavailability, XXXX XXXX persisted in attempting to sell the promotion and inquired about the possibility of pulling my credit. I firmly declined her request, emphasizing that my credit was not to be accessed without my explicit consent. Given the urgency of my work commitments, I requested that XXXX XXXX contact me after XXXX XXXX., outside of my working hours, to discuss the promotion further. However, I reiterated that under no circumstances was my credit to be pulled. 

On the same day, I received a phone call from XXXX, which I did not answer. Subsequently, I received an email from XXXX, to which I responded, expressing my lack of interest in any promotional offers. XXXX acknowledged receipt of my email and thanked me for my response. Despite my explicit disinterest, I continued to receive phone calls from XXXX in the days that followed. This persistent contact caused me concern and uncertainty regarding the legitimacy of the calls, leading me to suspect that they might be fraudulent. Upon further investigation, I was able to verify that the calls were indeed originating from my mortgage loan company, Rocket Mortgage. While this revelation alleviated some of my initial apprehension, I still felt a sense of harassment due to the ongoing calls despite my clear disinterest. 

On XX/XX/2024, at approximately XXXX XXXX, I received a phone call from XXXX, a representative of Rocket Mortgage. During the conversation, XXXX expressed her desire to discuss the details of savings and a credit pull that she had recently completed. However, I was quite surprised and confused because I had specifically instructed XXXX not to proceed with any such actions without my explicit consent. 

Given the situation, I requested that XXXX provide proof of my consent. She placed me on hold for approximately 15 minutes and upon her return, informed me that she was unable to locate a text message approval, which is one of the methods they use to obtain consent. As a result, she indicated that she would be retrieving recordings of our previous conversations. 

Feeling dissatisfied with the lack of clarity and resolution, I requested to speak with a supervisor. XXXX informed me that the supervisors were currently in a meeting but assured me that one of them would return my call promptly. Regrettably, I did not receive a return call, prompting me to contact Rocket Mortgage again at XXXX XXXX. I spoke with XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX, who took my complaint and assured me that it would be reviewed and addressed internally. I requested written confirmation via email that the employee, XXXX, had indeed run my credit, and she obliged. I then requested that XXXX provide the recordings that serve as evidence that I never consented to a credit check. I am concerned that this negligent and unethical practice XXXX be affecting numerous individuals, and I am dissatisfied with the disrespectful manner in which I was taken advantage of.

Company response to consumer: Closed with explanation