Consumer complaint received 2019-05-15
Company: GreenSky, LLC
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
My boyfriend and I hired a contractor XXXX XXXX XXXX XXXX XXXX, and signed a contract on XX/XX/2019 to remodel our kitchen. Then we signed a second contract on XX/XX/2019 to install a sliding glass door. We needed to remodel our kitchen, due to water damage. We told the contractor that we were waiting on the money from my home owners insurance, and that there might be a delay in starting the job. The owner of XXXX XXXX XXXX XXXX XXXX XXXX, offered us a finance option to pay through XXXX financial. XXXX said that we wouldn't have to put a down payment, no interest, and no payments for 18 months. I applied, and was approved for {$25000.00} dollars. XXXX advised us that, he couldn't charge the account until the job was complete. He said he would do a walk through, and at that point if were satisfied. That we would sign a authorization form, giving him permission to charge the account. We agreed to proceed with the job. Before starting the kitchen, XXXX ordered an XXXX XXXX door. It took about 2 1/2 weeks, and we set an appointment to install the door on XX/XX/2019. His crew did not show up on Friday XX/XX/2019, nor did we receive any phone calls for the no show. We called XXXX, and he told us it was a communication error. He said he was firing the crew, and sending out another one on Saturday XX/XX/2019. The new crew came out on XX/XX/2019, and installed the door. We noticed the door that was installed, was not one we had ordered, and it was a less expensive door. We confronted XXXX over the phone, and sent him pictures on XX/XX/2019 of the door labels the workers had throw away in our trash can. The labels indicated that, the door was a cheaper XXXX XXXX door, not a XXXX door in which we had ordered. We advised XXXX that we wanted to cancel both of the contracts. XXXX said that, it was a human error. And that, he would charge us a 25 % cancelation fee, and put a lien on the property if we cancelled the contracts. We told XXXX to go ahead and proceed, and that we would contact the XXXX, XXXX, and post our experience on XXXX. He asked what he could do to resolve this, and if he could order the right XXXX door and install it. We agreed to let him order and install the right door and pay him cash, if he let us out of the contracts without charging us the 25 % cancelation fee. We all agreed, and the new door was ordered. While we were waiting for the new door to come in, we received an email from XXXX financial on XX/XX/2019 that the account had been charged {$21000.00} that morning. We contacted XXXX that same day XX/XX/2019, and reported that this was fraud. We indicated that, our contractor charged the account without my authorization. XXXX not only chared the account the total amount of both contracts which equal {$16000.00}. But also charged an overage charge of {$5100.00} dollars, which totals {$21000.00} dollars.They said that they would investigate our claim, and contact the contractor to try to resolve this matter. A XXXX representative named XXXX, informed us that if XXXX does not provide an authorization that we signed to charge the account. Or provide receipts for the product ordered, we will not be responsible for any charges. And that XXXX can charge back XXXX the merchant, to credit the account to zero. XXXX put an account manager named XXXX, in charge of the investigation claim on the account. We spoke with XXXX on a weekly basis to get updates and to try and resolve this as matter as quickly as possible. XXXX was very rude, and always talked over us. The XXXX account is now frozen and blocked. to prevent any further charges to the account from the contractor. She treated us like we were in the wrong, not the contractor. We  still do not have our kitchen started, other than the wrong door that was installed. XXXX has provided an invoice to us and XXXX, for {$5000.00} dollars for product that was ordered, for our job. We gave XXXX the opportunity to complete the job, with the product he ordered. But when we asked where the product was, he said because we cancelled the contract, he doesn't have the product anymore. We never cancelled the contract in writing, only verbally. The only credit to date as of XX/XX/2019, is a partial over charge of {$5000.00} dollars. Which still leaves both contract amounts of {$16000.00}, a left off balance of the over charge of {$120.00} dollars, which equals {$16000.00} left on the XXXX account. We have offered to pay XXXX in cash and keep the wrong door, only if he credits back the XXXX account in full first. XXXX said on a recorded line by XXXX, that he has spent the money charged to our account. He said he is a small business, and needs time to pay the account back and make payments. XXXX denied his request for time to pay back the account, and XXXX said it was going to another level of upper management. XXXX informed us that, XXXX in upper management would be taking over the claim. We tried reaching out to XXXX multiple times, and then we were informed that XXXX was not upper management, only another manager. XXXX then told us, XXXX in upper management will be taking over the claim. And that she is in charge of credit and charge backs. We were assured once again, that XXXX would get the charges on the account reversed. After speaking with XXXX multiple times, and conference calls with XXXX and XXXX. There still is no resolution to my claim, other than a partial over charge credit of {$5000.00} dollars. XXXX informed us that once again, the claim was being passed on to upper management. When we asked her, we were told you were upper management. She replied no, that she was just another account manager. To date XX/XX/2019, this is where my account stands. As we see it, there is no resolution in the near future. My account with XXXX still has a balance of {$16000.00}, and we have not received the goods and services for which my account was illegally charged.

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