Consumer complaint received 2025-11-02 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: GREENSKY OPERATIONS, LLC
State: TX

Complaint narrative:
Reference : Prior CFPB Case XXXX I am filing a follow-up complaint against GreenSky , LLC ( a XXXX XXXX Company ) due to partial compliance, continued deceptive handling, and refusal to provide damages after admitting multiple violations related to a fraudulent home-solar financing contract arranged through XXXX XXXX XXXX 

Key facts and timeline : The original loan was opened under my late husbands name for a solar-panel installation. I was not a co-signer or borrower. GreenSky funded the loan without verifying completion or my husbands authorization. 

The contractor XXXX XXXX XXXX XXXX XXXX installed the wrong panels ( XXXX XXXX XXXX XXXX instead of the contracted XXXX  XXXX XXXX XXXX XXXX XXXX, failed to complete the system, and falsely reported the job as finished. The financed goods and services were therefore never delivered as agreed. 

GreenSky later admitted that the merchant did not complete the project and the goods purchased were not received, and also admitted it could not contact or verify the merchant because XXXX XXXX XXXX was removed from its program and is now unresponsive. 

GreenSky continued to collect loan payments after my husbands death even after receiving his death certificate in XX/XX/XXXX. They refunded {$3000.00} only after I filed a CFPB complaint ( XX/XX/XXXX ), confirming they had accepted payments illegally post-death. 

In their XX/XX/XXXX CFPB response, GreenSky issued an additional refund of {$1200.00}, bringing total restitution to {$4300.00} and effectively acknowledging the loan was invalid from inception. These refunds were never communicated or documented by Greensky in writing- I received no email, letter, or confirmation despite repeated requests for written acknowledgement. This demonstrates Greensky 's ongoing lack of transparency and its attempt to quietly process refunds without addressing damages or providing a formal settlement notice. 

GreenSky representatives further admittedboth in writing and on recorded callsthat the company relies solely on merchant-reported completion and consumer silence to release funds. This is exactly the same conduct the CFPB found unfair and deceptive in its XXXX Consent Order ( File No. XXXX ). 

Ongoing misconduct : Despite these admissions and refunds, GreenSky denied damages for the distress, time, and financial harm caused by its actions. 
During my most recent call ( five days before this filing ), I requested written confirmation summarizing the companys final stance and refund terms. The representative agreed to send a letter and email. No documentation has been received. I have an audio recording of that call confirming the promise ; the file is available upon request.

GreenSkys failure to provide the promised documentation reflects ongoing non-compliance with CFPB communication and transparency standards. 

- At Greensky 's request, I was required to provide photographic proof that the wrong solar panels had been installed. To do this, I had to physically remove part of the side paneling and access underneath the solar array myself. The process resulted in a damaged fixture that now requires repair at my own expense. This demonstrates the additional financial and physical burden caused directly by Greensky 's inadequate investigation procedures.

Company response to consumer: Closed with explanation