Consumer complaint received 2018-03-13
Company: GreenSky, LLC
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Open account with GreeSky months ago to finance a home project. Since the account has been open I have attempted to make payments online but their system will allow such transactions. The company has been contacted several times in references to this matter but to date it has not been corrected. Due to their failure to correct the problem my credit rating has resulted to 90 points less. The company has reported 90 days plus delinquent repayment 's. 
XXXX -- -- -Original Message -- -- - From : XXXX XXXX [ mailto : XXXX ] Sent : Friday, XX/XX/XXXX XXXX AM To : XXXX , XXXX XXXX Subject : RE : [ EXTERNAL ] RE : Payment [ ref : XXXX : ref ] XXXX XXXX, Please contact our office so that this matter can be discussed. 

Thank you, XXXX -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX, XXXX [ XXXX ] Sent : XX/XX/XXXX XXXX PM To : XXXX ; XXXX Subject : RE : [ EXTERNAL ] RE : Payment [ ] Please be advised that accordingly an email were sent to respected parties concerning this matter today ( XX/XX/XXXX ). I stated when the email that your company reported a 30 plus day delinquent payment. As a direct result of the adverse reporting it caused a 90 point drop in my credit score. I would like to for this matter to be corrected first. Making a payment is not a problem but my credit score needs  to be corrected. I look forward to your cooperation. 

-- -- -Original Message -- -- - From : XXXX [ mailto : XXXX ] Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX , XXXX XXXX Subject : [ EXTERNAL ] RE : Payment [ ] XXXX XXXX, I hope this email find you well. I have tried to reach you via phone without success in reference to assisting you with making a payment. Please contact our customer service line at XXXX to make a payment or you can mail it to : XXXX XXXX XXXX XXXX GA, XXXX Thank you, XXXX XXXX GreenSky Customer Solutions Advocate -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX, XXXX [ XXXX ] Sent : XX/XX/XXXX XXXX XXXX To : XXXX Subject : RE : [ EXTERNAL ] RE : Payment [ ] Again, I need to make a payment towards this account. 

From : Ecorr [ mailto : XXXX ] Sent : Monday, XX/XX/XXXX XXXX XXXX   To : XXXX, XXXX XXXX Subject : [ EXTERNAL ] RE : Payment [ ] Hello, Thank you for reaching out to us. In order to preserve the security of our customer 's accounts, we must first confirm that we are answering account specific inquiries for Account Holders and Authorized Account Contacts themselves, therefore we kindly request that you contact us at your earliest convenience at the number listed below. One of our customer service representatives will be delighted to further assist you with this matter and any other questions or concerns you may have.

We apologize for any inconvenience this may have caused you. If you have any questions or require further assistance, please contact us at ( XXXX ) XXXX. 


Best Regards, GreenSky Credit Customer Service Ph : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Email : XXXX XXXX -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX, XXXX [ XXXX ] Sent : XX/XX/XXXX XXXX PM To : XXXX Subject : Payment Below, please note a credit alert that originated from your company. The transaction clearly shows an adverse credit report issue. I have attempted several times to make an online payment but continued to be rejected from the transaction. Again, in a " good faith effort '' I am asking that your company made all necessary adjustments to accept the online payment process. I look forward to your cooperation. 

Best regards, __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ This page is secure Sign Out XXX: XXXX> My Account - XXXX XXXX<XXXX  XXXX XXXX> Last Signed In : XX/XX/XXXX [ Inline image name : XXXX ] [ Inline image name : XXXX ] OVERVIEW<XXXX XXXX XXXXXXXX USER INFORMATION<XXXX XXXX XXXX> MY ACCOUNT<XXXX XXXX XXXX> HELP<XXXX XXXX XXXX> PRODUCTS<XXXX XXXX XXXX> Credit Lock Status Status : Report unlocked Lock Report Processing ... 
Please allow 48 hours to process your request. 
Locking and unlocking your XXXX  credit file could take up to 48 hours. 
Please bookmark www.trustedID.com<XXXX XXXX XXXX> as this is how you will log in to your product moving forward. 
1. Credit Report Alerts 2. XXXX Credit Report<XXXX XXXX XXXX XXXX> 3. SSN Scanning<XXXX XXXX XXXX XXXX> 4. ID Theft Insurance<XXXX XXXX XXXX XXXX> ALERT TYPE<XXXX XXXX XXXX> COMPANY<XXXX XXXX XXXX> BUREAU<XXXX XXXX XXXX> DATE<XXXX XXXX XXXX> [ Inline image name : XXXX ] Updated tradeline XXXX XXXX XXXX XX/XX/XXXX BUSINESS NAME/ADDRESS BUSINESS TYPE ACCOUNT TYPE/STATUS BALANCE BRAND XXXX XXXX XXXX XXXX XXXX, GA N/A N/A $ N/A [ Inline image name : XXXX ] Updated tradeline XXXX XXXX XXXX XXXX   XXXX XX/XX/XXXX BUSINESS NAME/ADDRESS BUSINESS TYPE ACCOUNT TYPE/STATUS BALANCE XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA N/A Unsecured $ USD XXXX [ Inline image name : XXXX ] Updated tradeline XXXX   XXXXGREENSKY XXXX XX/XX/XXXX BUSINESS NAME/ADDRESS BUSINESS TYPE ACCOUNT TYPE/STATUS BALANCE XXXX XXXX/GREENSKY XXXX XXXX XXXX XXXX XXXX XXXX, GA N/A N/A {$7100.00} [ Inline image name : XXXX ] New tradeline XXXX XXXX XXXX XX/XX/XXXX BUSINESS NAME/ADDRESS BUSINESS TYPE ACCOUNT TYPE/STATUS BALANCE XXXX XXXX XXXX XXXX XXXX XXXX, GA [ Image removed by sender. ] ref : XXXX : ref _____________________________________________________________________ From : XXXX, XXXX Sent : Tuesday , XX/XX/XXXX XXXX XXXX To : XXXX Subject : Account XXXX XXXX  XXXX XXXX I called your company today ( XX/XX/XXXX ) at XXXX XXXX in references to a statement. The statement are indicating I owe a payment however, GreenSky website will not allow me to make one. During the conversation today I was told that the loan was in a dispute. I was put on hold for an extended period of time and the phone system disconnected. I would appreciate if someone would contact me in references to this issue. An email was sent onXX/XX/XXXX but no one responded. 

Thanks, _____________________________________________________________________ From : XXXX, XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : Payment Below, please note a credit alert that originated from your company. The transaction clearly shows an adverse credit report issue. I have attempted several times to make an online payment but continued to be rejected from the transaction. Again, in a good faith effort I am asking that your company made all necessary adjustments to accept the online payment process. I look forward to your cooperation. 

Best regards, __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ This page is secure Sign Out My Account - XXXX XXXX Last Signed In : XX/XX/XXXX OVERVIEW USER INFORMATION MY ACCOUNT HELP PRODUCTS Credit Lock Status Status : Report unlocked Lock Report Processing ...

Please allow 48 hours to process your request.

Locking and unlocking your XXXX credit file could take up to 48 hours. 
Please bookmark XXXX as this is how you will log in to your product moving forward. 
Credit Report Alerts XXXX  Credit Report SSN Scanning ID Theft Insurance ALERT TYPE COMPANY BUREAU DATE Updated tradeline XXXX XXXX XXXX XX/XX/XXXX BUSINESS NAME/ADDRESS BUSINESS TYPE ACCOUNT TYPE/STATUS BALANCE XXXX   XXXX  XXXX XXXX XXXX  XXXX, GA N/A N/A $ N/A Updated tradeline GS LOAN XXXX XXXX XXXX XX/XX/XXXX BUSINESS NAME/ADDRESS BUSINESS TYPE ACCOUNT TYPE/STATUS BALANCE XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX, GA N/A Unsecured $ USD XXXX Updated tradeline XXXX XXXXGREENSKY Experian XXXX, XXXX, XXXX BUSINESS NAME/ADDRESS BUSINESS TYPE ACCOUNT TYPE/STATUS BALANCE XXXX XXXX/GREENSKY XXXX XXXX XXXX XXXX XXXX XXXX, GA N/A N/A {$7100.00} New tradeline XXXX XXXX XXXX XX/XX/XXXX BUSINESS NAME/ADDRESS BUSINESS TYPE ACCOUNT TYPE/STATUS BALANCE XXXX XXXX XXXX XXXX XXXX   XXXX, GA N/A N/A $ USD XXXX New tradeline XXXX XXXXGREENSKY XXXX XX/XX/XXXX BUSINESS NAME/ADDRESS BUSINESS TYPE ACCOUNT TYPE/STATUS BALANCE XXXX XXXX/GREENSKY XXXX XXXX XXXX XXXX XXXX XXXX, GA From : Ecorr [ mailto : XXXX ] Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX, XXXX XXXX Subject : [ EXTERNAL ] RE : Payment [ ref : XXXX : ref ] Hello, Thank you for reaching out to us. In order to preserve the security of our customer 's accounts, we must first confirm that we are answering account specific inquiries for Account Holders and Authorized Account Contacts themselves, therefore we kindly request that you contact us at your earliest convenience at the number listed below. One of our customer service representatives will be delighted to further assist you with this matter and any other questions or concerns you may have. 

We apologize for any inconvenience this may have caused you. If you have any questions or require further assistance, please contact us at ( XXXX ) XXXX. 


Best Regards, GreenSky Credit Customer Service Ph : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Email : XXXX XXXX -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX, XXXX [ XXXX ] Sent : XX/XX/XXXX XXXX XXXX To : XXXX Subject : Payment To Whom It May Concern- I have made attempts to make a payment on account no. XXXX XXXX XXXX XXXX but are not able to make the transaction. This is the second email I have sent without a reply asking for assistances. 
Thanks, ref : XXXX : ref _____________________________________________________________________ From : XXXX, XXXX Sent : Friday , XX/XX/XXXX XXXX XXXX To : XXXX Subject : Payment To Whom It May Concern- I have made attempts to make a payment on account no. XXXX XXXX XXXX XXXX but are not able to make the transaction. This is the second email I have sent without a reply asking for assistances. 

Thanks, _____________________________________________________________________ From : XXXX XXXX [ mailto : XXXX ] Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX, XXXX XXXX Subject : [ EXTERNAL ] RE : Email reply Hi XXXX XXXX, It appears that your desired resolution is to restart the loan. Is that correct? 
If so, will this resolution resolve all of your concerns? If not, please advise. 


Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This email contains information from GreenSky, LLC which may be confidential and privileged. The information is intended to be for the use of the individual ( s ) named above. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this email and its contents is prohibited. If you have received this email in error, please delete it and notify us by e-mail immediately. 

LICENSES : NMLS # XXXX ; CT XXXX ; NJ MT # XXXX XXXX From : XXXX, XXXX [ mailto : XXXX ] Sent : Tuesday, XX/XX/XXXX XXXX PM To : XXXX XXXX <XXXX> Subject : Email reply External Email Message! Please proceed with caution. If you believe this email to be malicious, please click the PhishMe button. 

XXXX XXXX- I still have not received from XXXX XXXX concerning the issue about the payment plan. According to XXXX XXXX, I was told that GreenSky and I would be able to establish a payment plan. It appears I was given the wrong information since he refuses to respond to the email. 

Thanks, _____________________________________________________________________

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