Consumer complaint received 2022-02-12 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: Experian Information Solutions Inc.
State: TX

Complaint narrative:
This all began XXXX when I bought tickets to a XXXX XXXX game for {$380.00}, and I never received an email to retrieve the tickets. After multiple attempts to reach the vendor XXXX for reimbursement, and I was denied a refund. I had used my credit card, so I disputed the transaction with XXXX XXXX. This took back and forth interactions and submitting documentation, but eventually was resolved in my favor on XXXX ( see attached documentation ). This is all context for my current complaint. In XXXX, my significant other had decided on building a house in Texas and signed a purchase agreement with an estimated closing XXXX. We decided to seek a condition loan approval with XXXXXXXX XXXX in the same month and had a hard XXXX towards our credit on XXXX. After our pre-approval, on XXXX we were made aware of XXXX outstanding conditions that were listed to us and XXXX of those was that the above disputed account was reflecting negatively on my credit report. I was instructed to submit documentation to show that the dispute was resolved and was being reported incorrectly. I submitted the dispute resolution letter in early XXXX through XXXX XXXX XXXX dashboard. Following this I telephonically reached out to XXXX XXXX to resolve the error on my credit report showing a dispute with a negative action against my account. I was instructed that the remark was incorrectly reported but was corrected and should reflect in roughly XXXX weeks. On XXXX, all documents to support the XXXX outstanding conditions had been submitted and the conditional loan approval was sent back to their underwriters, in which I was told on multiple occasions that a soft credit inquiry would be done to ensure the XXXX account dispute was resolved. Then on XXXX I'm told that the error is still reporting on Experian and XXXX, but that my XXXX XXXX report is incorrect ( where it shows non-existent ). I'm instructed to submit to XXXX stating that the account is no longer in dispute and to remove it from the credit report. This was done the same day, believing once again that this issue has been resolved until XXXX when now all of a sudden, this dispute is reflecting on my significant other 's credit report, which was never told to us at any point prior to this date. We're instructed to submit the same letter that I had sent previously with her additionally on it. This was also completed the same day and emailed back to XXXX, the mortgage loan processor. Then some day between XXXX XXXX XXXX I received a notification from XXXX XXXX that I had a new hard inquiry from XXXX XXXX . I held off on disputing this hard inquiry until I had spoken to them to resolve this mistake, because I was told on multiple occasions that this was to be a soft credit check. With the sole purpose to ensure that my account was no longer in a disputed status. We don't hear anything back until XXXX, when I'm instructed that my significant other 's credit needs to be unfrozen, so they can run a hard inquiry on her as well. I immediately called questioning why not only my credit was previously pulled without permission and the purpose pulling her credit when it wasn't reflecting to begin with. There was no resolution to this phone call except that XXXX would reach out to the underwriter about this and gather more information, and we still have little to no resolve. I called our loan consultant the following day and informed her of the current status and my frustrations and that until we have a solid resolve that we would not continue with the conditional loan approval. She informed me that they are authorized to run our credit at any time as they deem fit, and that the hard inquiry was necessary. I responded that if it was warranted to receive approval that I would have never attempted to get conditionally approved and simply waited to be within XXXX days of closing to lock in an interest rate and finalize the loan. The resolution of this call would be that she would look into reversing the unjustified hard inquiry, but didn't believe that they could resolve this, and that she would stop the current process of getting conditionally approved. To me I believe there to be an issue either way. XXXX ) My credit was pulled without notification or authorization. XXXX ) On multiple times I was informed that a soft inquiry would be conducted after the dispute error was resolved, but that is incorrect and was misrepresented. The original email on XXXX also stated a rapid rescore credit report must be obtained if the account is being accurately reported, in which it wouldn't have been, and I provided supporting documentation of this.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation