Consumer complaint received 2019-02-24
Company: GreenSky, LLC
State: IA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/XXXX a cashier 's check was mailed to the address listed on my statement representing payment in full of my Greensky Trade Credit account. I called and checked my online account in XX/XX/XXXX and early XX/XX/XXXX and was told by Greensky they didn't have record of the payment and it should be reissued ( In the meantime I incurred additional finance charges and fees and had to make additional payments ). on XX/XX/XXXX an updated cashier 's check reflecting the current payoff was mailed to Greensky Trade Credit to the address listed on my statement. On XX/XX/XXXX the cashier 's checked mailed XX/XX/XXXX posted to my account, and because a new cashier 's check was issued as directed by Greensky, the XX/XX/XXXX cashier 's check had a stop pay on it and payment was reversed. On XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX I made additional monthly payments on the account and incurred additional finance charges. On XX/XX/XXXX I called Greensky and they requested a copy of the cashier '' s check which I faxed to accounts receivable department on XX/XX/XXXX. I called on XX/XX/XXXX and was told the payment had been sent to a different address for processing ( which was NOT the payment address listed on any of my statements ) and added my wife as an authorized user to this account. My wife called on XX/XX/XXXX and was told by a manager at Greensky that they received the fax and payment would post to my account within two business days. My wife waited until XX/XX/XXXX and called Greensky and was told they were still looking into it and would receive a call back from the manager she originally spoke with. On XX/XX/XXXX my wife called and was told she would receive a call back by Friday XX/XX/XXXX and the payment should post. She did not receive a call back and called again on Saturday XX/XX/XXXX and was on the phone for over 30 minutes and was told the manager is still looking into this matter and requests are handled on a first come first serve basis and could not provide a time frame for this to be resolved and payment mailed XX/XX/XXXX to be posted to our account. My wife was told payment was mailed to the incorrect address ( we pulled all statements which show the mailing address for the payment was correct ; however the XX/XX/XXXX statement o the last page, not the payment remittance page, shows the address will change for payments as of XX/XX/XXXX but we have been told payments were already being rerouted by Greensky. The next payment will be due on or before XX/XX/XXXX and we will continue to incur additional finance charges if payment does not post to our account which was mailed almost two months ago, and the payoff process began XX/XX/XXXX. Greensky is in the process of having a/r purchased by a different loan servicer ( we received a letter from a different lender indicating payment needed to be made referencing our account number ). I should not have to wait this length of time to have a payment that was properly mailed to be applied because of their internal issues. Each telephone call ( at least  eight calls fromXX/XX/XXXX through XX/XX/XXXX ) to Greensky Trade Credit to resolve this issue has taken between 15 and 30 minutes with no resolution.

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