Consumer complaint received 2019-07-25
Company: GreenSky, LLC
State: NV
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Getting the loan

Complaint:
On XX/XX/19, I applied for a Home Improvement loan in order to finance the installation of a new HVAC system. I was referred to GreenSky Financial by the vendor of the HVAC system. ( GreenSky uses home improvement pros to offer and effectively market their home improvement loan services. ) I was approved for the loan of {$4400.00} ( the amount I needed for the HVAC system ) the same day, XX/XX/19. In fact, GreenSky emailed to me the notification of my account being activated and also  emailed to me the " Shopping Pass '' - which looks like a Master Card - to give to the HVAC vendor in order to pay for the HVAC system - on the same day, XX/XX/19. ( Copy attached to this complaint ) After obtaining this approval, the account activation, and the Shopping Pass, I contacted the vendor ( XXXX XXXX XXXX of XXXX XXXX, NV ) to arrange for the HVAC installation to be done. The installation was done on XX/XX/19. 

Six days later - on XX/XX/19, XXXX 's XXXX called me to say that GreenSky was refusing to pay them and I needed to call GreenSky to try to rectify the situation. This seemed very odd to me since everything was approved by GreenSky. ( I had even spoken on the phone to a GreenSky Rep on XX/XX/19 to insure the account was activated and ready to use! ) This was quite embarrassing. 

I went on the GreenSky web site and attempted to log in to my account - which I had been able to previously. Instead, the web site said that I had to call an " XXXX  '' number to activate the account. 

I called the number. The Rep said that they had to ask me more questions to activate my account. I told them that my account was already activated on XX/XX/19 and that my vendor ( XXXX XXXX XXXX ) needed to be paid IMMEDIATELY in accordance with the approval and activation documents I received on XX/XX/19. I asked WHY they needed any more of my confidential information since I had already been approved? They provided no answer. They said they just needed to ask me a few more questions in order to activate the account. I was beyond irate. 

They asked if I had any " Professional Certifications ''. Huh? They also asked about my sister-in-law, who lives a few miles away from me in XXXX XXXX. They wanted to know her birth date and social security number. In response, I asked them what kind of a SCAM they were running and if they were using their position at GreenSky in order to defraud me and/or others. 

Finally, they relented and said that they had " re-activated '' my account. I asked if this meant that my vendor would now be paid - as they had previously promised on XX/XX/19. They said yes. I then called XXXX XXXX XXXX and told them to try the " Shopping Pass '' again.

Needless to say, not only was I embarrassed, but was ... .and still continue to be worried ... .. that my confidential information might be used by GreenSky ... or those that they employ ... in a financial scam. Furthurmore, despite my concerns being very forcefully explained to GreenSky on the phone ... .and in writing ( via their emailed " Survey ), I have heard NOTHING from GreenSky . No apology, no acknowledgement, NOTHING.

Please contact them and find out the story. I have no idea if they are running a scam - but they CLEARLY could care less about my very real concerns. THIS is the worst part of it - acting like this never happened. At the very least, whoever decided to say " Just Kidding '' to both me and my vendor ... should be FIRED.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation