Consumer complaint received 2024-03-13
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: GREENSKY OPERATIONS, LLC (GA)

My email sent To : XXXX on XX/XX/2024... 
As I was reviewing the subject documents with regard to the XX/XX/2024 timeline to avoid accrued interest, the following provisions would certainly seem to call into question my liability for the promotional purchase balance of $ XXXX, XXXX indicated as being due. 

According to the XXXX XXXX : About Your Account : 1. " By activating your loanand providing your account number to your Merchant, you are authorizing payment for goodsand/or services that you are purchasing. '' I have never provided my account number or my XXXX XXXX number to the Merchant ( XXXX XXXX ), and therefore, according to your own document, I have never activated this account and GreenSky should never have provided funds in any amount to XXXX XXXX without them providing GreenSky with that information, as stated in your own contract. 

3. " You have zero liability for transactions that you do not authorize. '' " FOR PROTECTION AGAINST UNAUTHORIZED PURCHASES, IDENTIFICATION WILL BE REQUIRED FOR ALL PURCHASES. '' Since, as stated above, I never provided my account number or my XXXX XXXX XXXX XXXX XXXXXXXX, GreenSky was not able, and could not ( and therefore did not ) properly verify the necessary identificationinformation to warrant the properly authorized release of funds to XXXX XXXX in any amount from my account.

I look forward to receiving GreenSky 's prompt exoneration of the above stated amount as a direct result of GreenSky 's failure to comply with its own contract provisions.

Summary Greensky response via a phone call by XXXX... on XX/XX/2024 was : I was informed that despite Greensky violating their own contract regarding verifying with the contractor ( XXXX XXXX, in this case ) that they had, could provide, and did provide my XXXX XXXX XXXX  ( assigned by Greensky for my protection against unauthorized disbursements against my account ) when requesting funds for work, that I am liable for funds disbursed in this manner without the designated XXXX XXXX being provided. 

This was followed up by a generic email on XX/XX/2024 as follows : Thank you for contacting us regarding your GreenSky Program account ( account number ending in XXXX ). We received your complaint and conducted an investigation of the issues you brought to our attention. As part of our investigation, we reviewed your account history, reached out to your merchant, if necessary, and diligently researched the issues you brought to our attention. 
This letter will confirm our conversation in which we discussed the results of our investigation and the resolution of your complaint. We value your business. Should you have any questions or concerns regarding your account in the future, please contact our Customer Service Department at XXXX. 

I sent the following email to GreenSky Customer Solutions ( XXXX  ... ) on XX/XX/2024 : The response XXXX  ... provided was far from satisfactory, in that in my response to her question re : what resolution I was seeking, indicating I felt GreenSky should eliminate the entire XXXX XXXX XXXX promotional purchase price GreenSky indicates I owe. My rationale was that GreenSky failed to follow/comply with their own stated requirements before releasing any funds to a Merchant ( XXXX ). XXXX  ... informed me that GreenSky would not be eliminating that charge, despite their failure to obtain the proper authentication pass code from XXXX when they released funds against my promotion. 

XXXX  ... also indicated that GreenSky apparently does not request/require the customer 's XXXX XXXX XXXX from the Merchant prior to/when releasing/disbursing funds from the Customer 's account. This is a direct violation of GreenSky 's agreement/contract and is a key provision to protect the Customer from unauthorized transactions against their account.

( I submitted this email ) ... in an effort to afford GreenSky an opportunity to offer a reasonable compromise to eliminating the entire promotional amount ( my suggested/desired resolution ), as a result of GreenSky 's disregard for complying with their own contractual obligations and requirements, by not requesting and receiving the pass code ( provided to me by them expressly for this purpose ) from XXXX to ensure I had authorized a disbursement/payment of funds. 

I look forward to receiving GreenSky 's reasonable compromise resolution to this matter that will put this matter to rest, takes into account GreenSky 's disregard for security provisions in their own contract, and is also consistent with your Core Values of Advocacy, Integrity, and Service, particularly, " ensuring you are not responsible for transactions ... that you ( I ) did not authorize ''.