Consumer complaint received 2025-04-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
Rocket Mortgages response failed to address the core issue : a hard inquiry was made on my credit report without my authorization, despite the fact that my husband and I were only seeking pre-approval, not applying for a mortgage.

We explicitly told the loan officer that we were in a rental lease until XXXX and were not looking to purchase a home until after that. We even provided our lease agreement to support this. We were told the inquiry would be for prequalification purposes only, and at no point did I consent to a hard credit pull under my name. It was made clear that this was to be a soft credit inquiry only, and we never received a disclosure form explaining otherwise. 
To this day, Rocket Mortgage has not provided proof of a signed authorization or even admitted in their letter that a hard pull was done. However, I can confirm with documentation that a hard inquiry does appear on my credit report. If this was not a full mortgage application, and only for a quote or pre-approval, why was a hard inquiry run at all? 
A Rocket Mortgage representative also acknowledged in writing that I would receive calls from other lenders and advised me to visit XXXX but this was said after the credit inquiry was made. This confirms that my personal data was shared or sold without my permission, and that they knowingly allowed my privacy to be compromised. 
Furthermore, the individual who responded to this complaint was not present for the conversations or application process and is making assumptions based on secondhand information. That is not a valid or sufficient response to a serious consumer complaint. She is speaking on behalf of others without firsthand knowledge. 
Even more concerning, Rocket Mortgage submitted a PDF response that lists my husbands name ( XXXX XXXX ), despite the fact that this complaint was filed solely by me, XXXX XXXX, and involves a hard inquiry on my credit only. Why was a document referencing someone elses name and loan file shared with the CFPB in response to my individual credit complaint? This feels like yet another violation of privacy or a potential security breach.

This situation has caused undue stress, impacted my credit score, and led to frequent unsolicited phone calls. Its frustrating to have my privacy violated after trusting a major lender to follow basic consumer protection laws. Ive wasted time and energy trying to correct something that never should have happened.

I am requesting that this case not be closed until Rocket Mortgage provides full documentation of a signed credit authorization form with my name on it and an explanation of why a hard inquiry was run instead of a soft one. If this issue is dismissed without proper investigation and proof, I will explore legal action. This matter must be taken seriously, and I expect full accountability from Rocket Mortgage. 
Requested Resolution : - Immediate removal of the unauthorized hard inquiry from my credit report.

- Written acknowledgment that no valid authorization for a hard pull was provided by me.

- Confirmation that my personal information is no longer being shared or sold. 
- Clarification on why a response referencing XXXX XXXX was sent for a credit complaint about XXXX XXXX. 
- Internal accountability for who shared my information and who authorized the inquiry without my consent.

Under both federal and Florida law, what Rocket Mortgage did is not only unethical, its potentially unlawful. Florida law mirrors the federal Fair Credit Reporting Act ( FCRA ) and protects consumers from unauthorized credit inquiries and data misuse. I am fully aware of my rights under the FCRA and Florida Statutes 501.171 and 559.72, which hold companies accountable for privacy violations.

Im not taking this lightly, and I expect this matter to be treated with full seriousness and transparency

Company response to consumer: Closed with explanation