CREDIT REPORT ENQUIRY DONE WITHOUT MY PERMISSION

On 6 Sept 2018, a credit card enquiry was done by Virgin Money (Underwritten by Absa) on my credit report. I got a notification from Transunion on 7 Sept 2018.

Immeadiately I went into an Absa branch thinking it was Absa as my credit report shows Absa as the enquirer with this number ********** 639.

No one at Absa could see or tell who did the enquiry. Finally someone told me this number ********** 639 belongs to Virgin Money but when i called the number it was constantly engaged.

I was given an alternative number for Virgin Money and called in and spoke to a rather rude lady by the name of Lucia (I urge you to listen to the call , at 12:53 - 7 Sep 2018). I skeptical to confirm my full details and i was scared of beding de*****ed therefore I wanted her to confirm with mr but she refused and had a condescending tone.

Lucia checked my profile and told me that she could not anything and she confirmed this number ********** 639 did not belong to Virgin Money.

She then transferred me to New Applications Department and spoke to Masego. Masego checked my profile and saw that no new application was done on my name.

Both Lucia and Masego could not tell who did the enquiry on my credit report. Masego had an explanation to say that it might have been the automatic limit increase offer but needed to confirm.

She wanted me to wait on the call again and i have been put on hold for too long by both Lucia and Masego. I asked Masego to email me with the answer if the enquiry on my credit report might have been triggered by the automatic limit increase offer. She said she would call me but i never received a call from her.

WHY DID VIRGIN MONEY CREDIT DO AN ENQUIRY ON MY CREDIT REPORT WITHOUT MY PERMISSION AND WHO DID IT?

IS THIS *****?