Consumer complaint received 2025-07-31 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: EQUIFAX, INC.
State: MO

Complaint narrative:
I was solicited via XXXX to find better rates to refinance an existing auto loan. I pulled up the site, and looked at the various vendors that were competing for my business based on my credit rating of XXXX. A provider, XXXX, was offering a XXXX mo loan at XXXX XXXX  which was more attractive than my current XXXX XXXX rate. I provided the information regarding my auto, indicating it was a XXXX  model with XXXX miles, providing the exact value to them. I was provided both email and text validation the loan was approved, from both XXXX and XXXX, and then after receiving a phone call from XXXX confirming the details ALREADY provided about the car, they then denied the refinance. This is the problem, and the complaint. I'm obviously very involved in maintaining an excellent credit rating by managing my finances closely, and WILL NOT tolerate a hard hit against my credit account, especially given the fact it was communicated approved by both XXXX and XXXX. I attempted to achieve a remedy with XXXX, to no avail, and they indicated I would need to pursue the issue with XXXX. Conversely, when communicating with XXXX, they indicated they were only a third party clearing house, and I'd have to take up the request with the credit bureaus directly to have the pull rescinded. 
Following is the timeline of events regarding this complaint : XXXX ) XXXX XXXX PM XXXX - XXXX email from XXXX obtained to check into better refi rates on an existing loan. Located a loan from said provider at a more attractive rate - provided the specific information regarding the car. 

XXXX ) XXXX XXXX PM XXXX - Email from XXXX for autoresponse on my interest, and a request to create a profile, based on my application. 

XXXX ) XXXX XXXX AM XXXX - Text messsage to my phone from XXXX, stating the following : " XXXX XXXX, we have you approved for your vehicle refinance! App ID : XXXX. Your loan XXXX will be in touch shortly. We look forward to speaking with you and finding some savings. Thanks. '' XXXX ) XXXX XXXX AM XXXX - Email from XXXX indicating an inquiry into my credit report via Equifax was detected. 

XXXX ) XXXX XXXX AM - Email from XXXX indicating approval of the request with XXXX, and a request to complete the process via an embedded hyperlink. The actual copy was ; " You're approved to refinance your auto loan. Come back to accept the offer. '' XXXX ) XXXX XXXX AM XXXX - Email from XXXX indicating they were constructing the contract to finalize the transaction. XXXX - " XXXX - We're currently working hard to put your contract together. If you have any questions, please don't hesitate to reach out using our contact information provided below. Please contact your loan XXXX to review and select your new loan terms. '' XXXX ) XXXX XXXX AM XXXX - XXXX a call from call from XXXX, the loan XXXX XXXX XXXX as indicated on the email validation. She REPEATED back the information to me regarding the car, year and mileage, and then based on those criteria indicated the loan was denied. I told her this was absolutely ridiculous given it have been communicated to me from both XXXX and XXXX that the loan was approved, and I demanded that the hard pull against my file be retracted.

Company response to consumer: Closed with explanation