Consumer complaint received 2017-01-20
Company: GreenSky, LLC
State: WA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
I am filing a complaint against Greensky Credit for failing to comply with repeated requests to have my name removed from an account that was opened fraudulently. In XX/XX/XXXX, I was a victim of identity theft. Over 20 credit cards/loans were fraudulently applied for in my name. Every single one has since been cleared except Greensky Credit/Home Depot, who has refused to clear my name from the account despite receiving multiple disputes, letters, phone calls, and clear proof that I could not have been responsible for any of the charges. 
My personal information was used to apply for a project loan from the Home Depot on XX/XX/XXXX. Purchases were made with this credit card/loan over 5 consecutive days at 4 different locations, totaling {$14000.00}. I did not make these charges and have never visited any of the cited Home Depot locations. I am a XXXX and was working on the 5 days during which the charges were made. My attached absence report from our school secretary shows that I was only absent from work on 2 days in XX/XX/XXXX and XXXX, proving that I was at work on the days when the purchases were made and could not have been responsible. 
Additionally, none of the Home Depot locations are within a plausible distance of my home or work. The nearest Home Depot to my home in XXXX, WA is 2.7 miles away. The nearest Home Depot to my work in XXXX, Washington is 2.9 miles away. Yet the identity thief spent 5 days shopping at 4 different locations very far from my home and work. Home Depot # XXXX is 36 miles away from home. Home Depot # XXXX is 27 miles from home. Home Depot # XXXX is 30 miles from home. Home Depot # XXXX is 20 miles from home. This alone should have been flagged as suspicious activity. 
Greensky Credit insists that the debt is my own because they have a " 100 % verified phone call from my home phone number on XX/XX/XXXX during which I called to verify that the loan had gone through. '' I did not make this phone call, and I have not lived at the address corresponding to this landline for 11 years. I have a XXXX phone record from that landline to prove that no such call was made by me ( or anyone else at that location ), as there are no incoming or outgoing calls to or from the Home Depot or any related entities on XXXX. 
The email associated with the opening of my account, XXXX, is not my own. The phone number used to open the account is not mine. One of the bills collecting debt is addressed to XXXX at XXXX, which is not me. Despite all of these clear and significant discrepancies, my requests to have my name cleared of all charges on this account have been denied multiple times by Greensky Credit, who handles the Home Depot 's accounts. 
For the past 14 months, Greensky credit has refused to comply with my requests to clear my name from this account or release my records in writing to me. As you can see from my communication log ( starting XX/XX/XXXX when it became clear they would not cooperate ), they do not return my phone calls and have failed to provide any real service to help me with my identity theft case. For my part, I have been very cooperative and have provided Home Depot/Greensky with two dispute processing forms which include a detailed explanatory letter, two police reports, an IRS identity theft letter, and letters from 15 other creditors involved in this case who have helpfully and promptly cleared my name. This information, along with my XXXX phone record from XX/XX/XXXX, absence report from my employer which shows that I was at school during the days when the charges were placed, and notarized Identity Theft Affidavit should be sufficient proof to remove my name from this account. However, the attached communication log indicates the blatant lack of customer service and support for victims of identity theft.

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