Consumer complaint received 2019-02-20
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:
On XXXX XXXX, XXXX, a staff from XXXX XXXX XXXX emailed me a revised invoice for an amount of {$6700.00}. I responded to her on XXXX XXXX, XXXX stating that I was traveling during the holiday season and would be back home XXXX XXXX, XXXX. I would issue a personal check for the payment since the amount could be over my credit line. In her email on XXXX XXXX, XXXX she wrote, Your GreenSky has reached its limit. Upon your return please send us a check for the balance due of {$1700.00}. This new payment amount alarmed me, and I checked my GreenSky credit account to see that XXXX XXXX XXXX withdrew {$5000.00} with neither my authorization nor any prior notice on the same day they emailed me the invoice. 

I contacted the staff from XXXX XXXX XXXX on XXXX XXXX, XXXX reminded her it was unlawful to charge money without customer authorization. She apologized and told me that the staff member who conducted the activity is no longer working at the company because of this. She asked me to advise her if I would like the money to be refunded to my GreenSky account. On XXXX XXXX I notified her to refund the {$5000.00} to my GreenSky credit account. She agreed and told me she would pass it on to the accounting department, as stated in her email from XXXX, XXXX On XXXX XXXX, XXXX, I emailed her that I checked with GreenSky that there was still no refund inquiry from XXXX   XXXX XXXX XXXX my account and requested her to make the refund once again. A different staff from XXXX XXXX XXXX responded to me on XXXX, XXXX. She intended to ignore the incorrect charge. Without making any refunds, she asked me to send a check of {$1700.00} instead. 

Also, while it isnt directly related to the GreenSky situation, Id like to let them know the circumstances that brought this on : XXXX XXXX XXXX performed foundation remediation work on my house. There are 7 piers, which they installed incorrectly according to the engineering plan. The contractor did not remove the footing of the stem wall before installing the bracket, which meant the contractor did not follow the instructions or meet the requirements of the plan. It is currently undergoing investigation by the Building Department of City of XXXX XXXX right now. The job is not finished yet. I have emailed and notified XXXX XXXX XXXX on XXXX XXXX, XXXX. 

On XXXX XXXX, XXXX, I called GreenSky Customer Service to request a dispute on the unlawful {$5000.00} charge. The supervisor, Mrs. XXXX, answered and made a 3-way conference call with the staff of XXXX XXXX XXXX. I explained the situation as mentioned above and confirmed that I did not authorize the XXXX charge, with which the staff of XXXX XXXX XXXX.agreed, and she emphasized that the employee who allowed the charge to be made ( Ms . XXXX. ) left the company because of this. However, the supervisor of GreenSky rejected the dispute request. She agreed with the staff of XXXX XXXX XXXX, who said, the job is done and did not mention GreenSkys policy which protects its customer from such unlawful charges as this : YOU HAVE XXXX LIABILITY FOR TRANSACTION THAT YOU DO NOT AUTHORIZE. Regardless of the incorrect installation of XXXX XXXX XXXX did, which did not meet the satisfaction of the customer, did not meet the requirements of the engineering plan, and is now under investigation of the Building Department of City of XXXX XXXX, it is an illegal charge without customer authorization.

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