1 /5 Travis Phillips: During my recent conversation with the manager of this specific location on 07/24/23, I expressed my concerns regarding a hard credit inquiry that was conducted without my consent and currently affecting my credit report that I did not approve of. The managers response lacked empathy and was characterized by hostility and frustration, which was disappointing. She seemed surprised by my concerns in which she valided this was the first time a customer ever complained about this and mentioned that it was their standard process to inform customers about the option of a soft or hard credit pull which is which is there usual relay to customer over the phone. Which is now a insult to my complaint because words of empthay were not addresed it was addressed with immediate defense regarding her teams regular production and the high standards she put with there perfomace. However, during my interaction with the representative, this information was not adequately communicated in which I implied to the manager. I expressed The representative collected several pieces of information from me, mentioning verbatim that she would "run some numbers" before abruptly placing me on hold all to inform me that I was not approved, me not knowing running numbers was for me to perceive she was conducting a pulling without indicating whether it was a soft or hard pull. It was only after I inquired that she confirmed it was a hard pull and that I would receive a denial letter by mail regarding activities on why they couldn’t accept me. When I attempted to discuss this issue with the manager, she seemed to imply that most customers are aware when filling out a application with them that it will be a hard pull. She stated this also without acknowledging there was a prequalified process herself. Which led me to ask well where are we in this conversation on the process of rectifying the problem because it’s seem to me from what I’m also hearing from you as a manger there is also not pre approval option and I feel as though I might have to reach out to corporate. She stated after I mentioned this process She said then well there is but it’s an online portion where you go online and fill out for a pre-acceptance and that the representative should have advised that. I mentioned once again this information was not adequately communicated.
I attempted to address the situation in a calm and respectful manner, but I felt that the managers responses were (DISSMISSIVE) and unsympathetic. When I expressed my disappointment with her handling of the situation, she became defensive and implied that I was the one instigating an argument, narcissisticly implied it was all in my head what I was feeling, rather than addressing my valid concerns.I believe that the managers response did not align with expected customer service standards, and I was left feeling undervalued and dismissed. I expressed to her that a more empathetic and apologetic approach would have been more appropriate given the circumstances. In response, she mentioned submitting a ticket to corporate, but when I requested further details, she seemed reluctant to provide further additional information blaming me the cause of the hostility which she stated she wanted to dismiss the call because my inquire caused her to think I was interupting her to finish the intell on her statement. I was feeling uncertain due to the confrontational nature of the situation, and I had doubts about the timeliness of receiving a response from the corporate office. When I inquired about this, the response I received was rather aggressive, as the person stated "I dont know," seemingly implying that she thoughtI was expecting her to have all the answers and that I wasnt going to challenge the way she conveyed her message and tone. I would appreciate a thorough investigation into the mishandling of this situation and explanation of the steps that will be taken to address it, whether it pertains to rectifying any potential impact on my credit report or improving the customer service standards at the location in question.
