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Credit check left a hard inquiry


    So, before I had established an account with t-mobile, a representative from t-mobile specifically told me that the credit check would be a SOFT PULL and NOT a HARD PULL. So i agreed to have them pull my credit since it was only going to be a SOFT PULL. After all was said and done, four days later i check my credit and BAAAM! It's a friggin HARD INQUIRY that showed up on my credit. Called t-mobile's credit department told them a t-mobile representative specifically told me it was going to be a SOFT INQUIRY and they told me that it's definitely going to be a HARD INQUIRY, according to their policy. To resolve this issue they told me to contact Transunion to dispute the inquiry. Transunion told me to call t-mobile. So i call t-mobile to see if they can provide me a document/policy that SPECIFICALLY SAYS IT WILL BE A HARD PULL/INQUIRY that shows up on your credit. I was then transferred about 600 different times to 600 different departments in t-mobile and NOT ONE can provide me a policy/document/credit disclosure that states that it will be a HARD INQUIRY. NOT ONE!!!!


    Is there any way I can resolve this? Transunion said that t-mobile needs to provide me with a deletion letter that allows transunion to remove the inquiry from my credit, but apparently t-mobile cannot provide such a letter.   

      All replies

      • tmo_mike_c

        Re: Credit check left a hard inquiry

        I'm really sorry about the confusion we've caused. I did some digging for you and we do have some info online about our credit inquiries and how it can impact your score. I'm not familiar with T-Mobile sending a "deletion letter" but we do have ways to escalate any unauthorized inquiries. Seeing as this was a legitimate inquiry for service with us, I don't know if this'll be something that can be escalated. My apologies, I wish I had another alternative for you.

          • usmc_fairy

            Re: Credit check left a hard inquiry

            Where does it specifically say the words “hard inquiry”?

              • tmo_mike_c

                Re: Credit check left a hard inquiry

                It doesn't use the term "hard inquiry." It'll only say that mentions that it may be effected if you're credit is checked. I understand the difference between the two and what you're asking for, but our terms don't specifically mention that we do soft credit checks, only that it may impact your credit if we do.



                Yes, for many of our products and services. We may get information about your credit history from credit-reporting agencies, which may affect your credit rating. We may also report your payment record to credit-reporting agencies.

                  • usmc_fairy

                    Re: Credit check left a hard inquiry

                    Exactly! T-Mobile CANNOT provide me with ANY document that says it will leave any type of inquiry so therefore, I have myself a case.

                      • magenta4823096

                        Re: Credit check left a hard inquiry

                        Dude it doesn't have to state "hard inquiry" or  "hard pull". It states in plain English that T-Mobile will check your credit and that your credit will be affected. 


                        Seriously cell phone companies have been running credit checks for as long asi can remember.  Move on

                        • tmo_mike_c

                          Re: Credit check left a hard inquiry

                          The only documentation that we have is the public link to our terms that I left in my first post, but as mentioned, it does say it can effect your rating. I can pass along your feedback about how it's written to the right folks on our end to have it reviewed.

                            • magenta4838460

                              Re: Credit check left a hard inquiry

                              reapectfully, as a Industry vet with sales floor experience at Cingular/ATT/ & T-Mobile, as well as store manager of big box stores where I sold all carriers, this has been an issue for a decade. There’s at least one a class action lawsuit against you guys currently and there’s been a few before, in my personal experience there it’s mostly the fault of the sales reps either being ignorant or just not Caring, t mobile for some reason hasnt Rectified the situation by simply requiring a signed form (physical)

                              That clearly states the credit check details. There’s a reason that’s done elsewhere.

                                • tmo_mike_c

                                  Re: Credit check left a hard inquiry

                                  I hear what you're saying and we do appreciate the feedback. If you're not getting the best customer service in our retail stores, there are ways that we can report that and bring it to their attention. Here on the support site, we don't have the ability to change the requirements for credit checks or provide any other documentation other than the link I posted. A change like that would have to come from another department. As I mentioned before, I can pass this suggestion along, I just can't say for sure if this'll change or when. But, I can get your feedback in the right hands so our internal team can review it.

                      • skandyhere

                        Re: Credit check left a hard inquiry

                        My problem exactly! All I did was get a postpaid connection - I did not want any device on lease or on a payment plan, and I was ASSURED multiple times at the store that this would be a soft pull. It's a hard pull, and everyone I've interacted with at customer support says that there's nothing they can do about it. Absolutely frustrating and unprofessional, I feel.


                        Have you had any movement towards a fair resolution, by any chance?

                        • miket

                          Re: Credit check left a hard inquiry

                          Out of curiosity - how many points were taken from credit score?

                            • wizewizard555

                              Re: Credit check left a hard inquiry

                              I just had the same thing happen to me at a T-Mobile store.  Nailed me for 19 points from one hard inquiry.  Solution you ask? First two options didn't work out, so I chose the third.  As well as a complaint to the BBB. 




                              TransUnion dispute hard inquiry:


                              1st option- Contact T-Mobile and ask for a letter of deletion


                              2nd option- Ask T-Mobile to contact transunion


                              3rd option- File a police report, send police report to TransUnion


                              Mailing details for submitting police report to remove inquiry:


                              On a separate sheet of paper include :



                              Last four of Social Security Number

                              Reason for sending document and file number (Contact TransUnion at 1-800-916-8800 and ask for the file number for a dispute on the inquiry)


                              Mail to

                              Attn:    TransUnion

                                          P.O. Box 2000

                                          Chester, PA 19016



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