Consumer complaint received 2020-04-28
Company: GreenSky, LLC
State: IL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX of this year ( 2020 ) we needed a new furnace, not able to pay for one out of pocket we found a company with a great price {$12000.00} and proceeded with the financing. We financed through GreenSky and were approved for {$14000.00}. While doing the financing process and hearing the parameters of the financing I explained to the finance person on the phone that the terms that she informed me of (  XXXX financing, the first five months were INTEREST FREE and the remaining 79 months would be interest and principal ) was the only way my fiance and I could financially afford this. The first 5 months of payments after her configuration were $ XXXXmonth and then the remaining 79 months were going to be $ XXXX/month. I explained everything to my fiance and we decided that it was something that was manageable for us. We gave the HVAC company the go ahead and set up for installation 2 days later. Everything is all said and done and about 2 weeks later on XX/XX/XXXX we received our first statement in the mail. After reviewing the statement my fiance and I decided that there was something very wrong. We were charged {$100.00} in interest charges and it said the balance due was {$210.00}. I made a call to GreenSky that night and explained to the customer service representative over the phone everything that we were informed of when we did the financing and the representative that answered the phone and along with his manger both agreed that there was something very wrong with our statement. Unfortunately though I was calling at almost XXXX CST so there was no one in the finance department that they could transfer me to and suggested I call back on Monday and explain everything to them again just as I had done in my call that evening. Monday comes and I call again and explain to another customer service representative exactly what I had relayed on Saturday night and she started looking into the account as well. She came back and said yes, our statement was incorrect. The interest charge should have been {$210.00} and said that it was a printing issue on our statement. I asked to speak to someone above her because she started telling me that the " plan '' we signed up for did not exist. I then get transferred to a finance case manager named XXXX, and he begins to tell me that I was mistaken, there was no plan like I was describing the only 84-month financing they offer had a 5 month interest ONLY promotion and that was what I was signed up for. I explained to him that I was informed that these phone calls are MONITORED AND RECORDED and to find the recording from the date I applied for the financing and to listen to what their FINANCE OFFICER explained to me.In the mean time my fiance and I filed a dispute in writing against this company and mailed that off to them. About 2 or so weeks go by and I finally get another phone call from XXXX explaining that yes, I was correct in what I was told, I was not mistaken or confused, BUT as it happens his finance officer was using an OUT DATED finance program! They had also received our dispute letter in the mail and our account was now going to go under investigation. Well over a month later, bringing us to today/ XX/XX/2020 I received ANOTHER phone call from XXXX the case manager at GreenSky . He said that unfortunately yes, even though we were given the wrong information and loan agreement explanation that there was nothing that they could or would do. I told him that since his company lied to me, and he heard it for himself in the recording that they recovered from my date of application and there was no way for them to revert my loan to the original terms agreed to then LEGALLY they should forgive the loan. We've filed a second dispute claim that will be mailed off tomorrow as a result of their dispute investigation findings.

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