Consumer complaint received 2016-05-26
Company: GreenSky, LLC
State: ME
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
On Sunday XXXX XXXX, 2016 I applied for the Home Depot Project loan and got approved for {$10000.00}. On Friday XXXX XXXX I got the Project Loan card in the mail and planed to use it on Saturday XXXX XXXX. While at the XXXX XXXX XXXX in XXXX I swiped my new Project Loan card to use and it was declined. I went up to the customer service desk to see if they could help. They let me use their phone to call the Project Loan customer services. After being bounced around and put on hold for about 20 minutes I was transferred to XXXX. XXXX asked for my cell phone number and asked if I had any other cell phone, I answered no. About 5 minutes later XXXX informed me that my account was closed and that was all he could tell me. I asked for his supervisor and he told me that he did not have one. I argued that it was ridiculous that I could not be told the reason why the account was closed when it was just opened, he still refused to tell me why. After hanging up the phone I decided to call the cards customer service back. After about 10 minutes the woman on my account told me that I was being transferred to the fraud protection department. After I finally was transferred the woman on their side told me that my account was closed because the phone number on my account did n't match the number I was calling from. The first time I called I was using the XXXX XXXX phone. I also forgot that my cell phone has XXXX phone numbers, my XXXX voice number and the number that was assigned to my phone. I asked if that was the problem and the woman still could not fully tell me why my account was closed. I asked her if I could reapply for the loan and she said that she could not advise me on that. I decided to reapply for the loan through the store. I applied again and put both cell phone numbers on the application. I was approved again for {$10000.00}. I had to call the card customer service again to activate my card. I had to answer several questions to prove my identity such as what vehicle is registered to my address, my brothers age, and my hair color. The card was activated and I was able to put {$420.00} on my loan account. On Friday XXXX XXXX I received my me card in the mail. As soon as I received the card I called the card customer services to ask if the card had to be approved. They said that since I already used the card that I did not need to activate the new card and that it should work at the store. On Saturday XXXX XXXX I went to the XXXX store again to try and get some supplies for the house I 'm renovating. Swiped the card and it was declined again. I called the card services again and the gentleman told me that my application could not go any further until I had a landline phone number in my name. I thought that was ridiculous because many people I know do not have land line phone numbers. While I was on hold the gentleman from the loan services called my mothers home in XXXX asking for me. She told them that I did not live there and that I had n't lived there in 10 years. When the gentleman took me off hold and told me that he had contacted my mother I was livid. I asked him why on earth he would call my mother or even have her number. He informed me that my mothers home phone number is XXXX of the XXXX numbers that I can contact him from in order for my loan application to be approved ( I already was approved ). The other phone number he would except was a XXXX phone number I had over a year ago. I feel that it is a bit ridiculous that they will only allow me to use the loan I was approved for if I called them from my mothers phone number. I asked why they could not accept my phone number and they said that it was not a legitimate phone number.

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