Consumer complaint received 2023-12-29 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: GOLDMAN SACHS BANK USA
State: MS

Complaint narrative:
On XX/XX/XXXX, two equal payments of {$260.00} were sent by ACH by my bank to GreenSky, a Goldman Sachs Company ( see receipts from XXXX  XXXX XXXX XXXX indicating that two payments were electronically made to GrenSky, with two different ACH trace numbers-Exhibits XXXX and XXXX respectively ). 
Due to concerns about the payments being applied as intended, I phoned GreenSky on at least two occasions to be sure that one payment was applied to the XXXX payment for the account and the other payment was applied to principle only, without interest being deducted from that payment, and was told on all occasions that the payments were applied correctly. I did not record the representatives names because I did not think it would come down to me having to file a formal complaint with the CFPB just to get the payments applied correctly and obtain proof positive that the payments had been applied correctly. 
Based on the assurance by GreenSky personnel, I did not think much more about it until, on or about XX/XX/XXXX, I received notification that my electronic statement was ready for download. I downloaded my XXXX statement which is payable XX/XX/XXXX. ( See Exhibit XXXX ). That statement alerted me that GreenSky had, in fact, received the double payment, totaling {$530.00} ( XXXX ) but did not give me a clear, concise indication as to how those payments were applied. 
I have had other telephone conversations about how the payments were applied and got the same answer as I received during my first conversations with GreenSky personnel-that the payments had been applied correctly. Again, on at least one occasion, I was told that the payments were applied correctly and again I did not record the representatives names because, giving GreenSky the benefit of the doubt, I assumed that GreenSky would be professional and apply the payments as I indicated they should be applied during our multiple telephone conversations, and did not think it would have to come down to me having to file a formal complaint with the CFPB just to get the payments applied correctly and obtain proof positive that the payments had been applied correctly. 
I began checking GreenSkys website regularly to be assured that the payments were applied as intended, although I did not download or take screen shots of what I was seeing online at the onset. I began communicating with GreenSky about the payments via secure messaging via their online portal ( See XXXX email chain regarding my communications with GreenSky, Exhibit XXXX. ) Finally, because I was not getting satisfaction and was not receiving the positive proof of how the payments were applied, I began downloading and taking screenshots of what I was seeing on the GreenSky website and even that was not a simple task inasmuch as the information was not readable/understandable because it had been scrambled despite me having logged in using my credentials. I lieu of printing out what I was seeing online due to printing issues, I took screen shots ( see Exhibits XXXX ). 
I have given GreenSky every opportunity to resolve the issue regarding the double payments and provide positive proof that the payments were applied as they should have been. Absolutely nothing lets me know how the payments were applied or that they were applied correctly and as of this writing, I still have not received the written proof that the payments were applied as they should have been. 
I regret that I have been pushed into filing a formal complaint, but it seems as though this is the only way to resolve the issue with XXXX. There are no clear, viable reasons not to be able to obtain a complete accounting of my account, letting me know exactly what they do with my money. Simply stating " applied '' is not sufficient proof of exactly how the money is applied to the account and is not acceptable. 
It was/is my intent to begin paying down the principle and paying the loan off early and that has not and will not change. I'm either going to do it monthly by sending double payments to GreenSky and if they can not /will not provide me with an full accounting of how the money I send them is allocated, that is acceptable to me, then I will put the money aside to pay the loan off early and will collect the interest from that money until I do make a final payment, paying off the account. Either way, the loan is going to be paid off early. I have a double payment set up for XXXX but if I do not get the proof as to how the money I sent them in XXXX was allocated, that is acceptable to me, I will cancel the second payment intended for principle only, and send only the monthly payment and begin putting the money aside and collecting the interest until I make a lump sum payment to pay the loan off in its entirety, which will be before the loan 's maturity date. 
Until now, GreenSky and I have had a good relationship and it saddens me that something so simple, that they should be doing anyway, has tarnished that relationship.

Company response to consumer: Closed with explanation