Product: Payday loan, title loan, personal loan, or advance loan

Name of borrower XXXX XXXX XXXX XXXX of death XX/XX/XXXX Loan number XXXX XXXX XXXX XXXX Complaintant : XXXX XXXX XXXX ( Stepson and Will Executor ) Background : My stepmother, XXXX XXXX XXXX, took out a loan in XXXX with Greensky through XXXX XXXX. The loan amount was {$29000.00} and had an interest free promotional period if paid in full by XX/XX/XXXX. 

XX/XX/XXXX : I called Greensky to inform them of the death of my stepmother ( loan borrower ). I was told that they needed a copy of the death certificate and that if no other person was listed on the loan the principal balance would be forgiven. Greensky representative then stated that XXXX to XXXX hours was needed to process the request. I emailed a copy of the death certificate to Greensky immediately after the phone conversation ended. 

XX/XX/XXXX : I called Greensky to verify that they received the certificate. I was told they had not, so I emailed the certificate from my stepmother 's phone. 

XX/XX/XXXX : I called Greensky to verify if they received the certificate. I was told they had and to give them XXXX to XXXX hours to process. 

XX/XX/XXXX : Not receiving a response, I called Greensky. I was told that the certificate was illegible and I needed to resend it. I emailed the certificate and then called Greensky back to verify if they received it. While on hold I emailed the certificate XXXX more times. I was told they had a copy that would work and the Greensky representative indicated that he would try and have a letter, closing the loan, to me by the end of the next day. I received a letter later that day indicating the loan had been closed but that the loan balance owed was {$35000.00}. I immediately called Greensky to inquire why the loan was not forgiven as I was previously told. I was told that no one is responsible for the loan unless the estate goes to probate. I inquired as to why the {$35000.00} balance when the loan amount was {$29000.00}. I was told the balance included the interest due on the loan. After further discussion and disagreeing on the balance, I was told that original loan terms were no longer an option because the loan had been closed and that deceased accounts go to settlement. I told the representative that this was not explained to me before and I asked to speak to a manager. After being on hold for an extended period of time I was told no one was available and that a manager would call me by the end of the business day. No one returned my phone call.

I am filing this complaint because I feel that Greensky is conducting unfair and deceptive collection practices by closing the loan and adding interest prior to the XX/XX/XXXX, due date. Greensky has dragged out the process resulting in amplified emotions resulting in me feeling helpless and despondent without resolution. In addition, Greensky has given me different answers to the same question in order to position themselves into an arrangement that provides Greensky the greatest financial gain. Lastly, the lack of communication and the manipulation by Greensky, is not productive towards resolution.

I am requesting clarification as to why this loan is being called due when the initial contact with Greensky indicated that since no one else was on the contract, the loan would be forgiven? Is it legal for Greensky to pursue this collection action?