Consumer complaint received 2023-08-08 00:00:00
Product: Payday loan, title loan, or personal loan — Personal line of credit
Issue: Charged fees or interest you didn't expect — 
Company: GOLDMAN SACHS BANK USA
State: NY

Complaint narrative:
The complaint I am filing with CFPB is with GreenSky. In order to describe this thoroughly, I need to also mention the involvement of XXXX XXXX XXXX. 

I hired XXXX XXXX XXXX to replace all the windows in my home, and decided to finance this project via GreenSky due to the promotional rate GreenSky was offering. After the windows were installed, I noticed that some of the windows were missing window stoppers. I reached out several times to XXXX to have them finish the installation and supply the window stoppers, but I was unsuccessful in getting XXXX to comply. 

Per GreenSkys Customer Bill of Rights, I filed a dispute with GreenSky regarding the window stoppers that Power never installed. GreenSky credited my account on XX/XX/2023 with a provisional credit of {$2200.00}, According to GreenSkys policy, this credit can be removed if XXXX ever completed the installation. It is important to note that XXXX never completed the installation, never supplied me with the correct window stoppers and never contacted me again after my last email exchange with them on XX/XX/2023. 

GreenSky subsequently sent me a letter dated XX/XX/2023, which is a week after they credited my account with the provisional credit. This letter states that as a result of their investigation of my dispute, The provisional credit previously applied to your account will now become permanent. This means that the {$2200.00} credit I received is now permanent and I am no longer responsible for paying it. 

On XX/XX/2023, I called and spoke with DeCarlos, a Customer Solutions Account Manager at GreenSky, XXXX ext. XXXX, to follow up with GreenSky about my dispute with XXXX. In this conversation I notified XXXX that XXXX had still not supplied the window stoppers. XXXX reviewed my account information, saw the aforementioned letter in my account and verified the credit to my account was permanent. At this point, I communicated to XXXX that I decided not to bother pursuing XXXX anymore to rectify the situation since the credit was permanent. I would just live with not having the correct window stoppers. As I stated earlier, XXXX has still not supplied the window stoppers and never contacted me again to complete the project. 

I made the minimum payments on time for the statement periods ending XX/XX/2023 and XX/XX/2023, respectively. At this point, my payoff ( remaining ) balance is now {$19000.00}, and this dollar amount includes the permanent credit of {$2200.00} previously applied to my account. 

I paid off the remaining balance on XX/XX/2023, XXXX day before the due date of XX/XX/2023. I received an email from GreenSky acknowledging receipt of that payment. At this point, I have completely paid off the loan. 

Much to my surprise, once I paid off the loan, GreenSky sent me another statement for the period ending XX/XX/2023, saying I still have a balance. This statement shows I submitted the aforementioned payment of {$19000.00}, although it lists the date incorrectly as XX/XX/2023 ( a minor detail ). Without communicating anything to me, either through email, snail mail, or a phone call, GreenSky removed the permanent credit of {$2200.00}. 

I called GreenSky to inquire about their error on XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX and several times on XX/XX/XXXX. During one of these calls, I came to find out that XXXX told GreenSky on XX/XX/2023 that they ( XXXX ) completed the project, which is completely false. This led to GreenSky reversing the credit, however, the credit was deemed permanent! It seems GreenSky needs a review of basic vocabulary as to the definition of the word permanent. In addition, GreenSky never reached out to me to inquire if the project was in fact completed, which it was not. 

For the calls made on XX/XX/XXXX and XXXX, I was able to speak with XXXX again both times. During those calls, I specifically asked for an email correspondence rather than phone calls due to my work schedule. XXXX assured me he would follow up with me one way or another and would initiate an email correspondence. However, I have never heard back from anyone at GreenSky to provide an update or rectify this issue, be it a phone call, voice mail or email, hence my subsequent calls on XX/XX/XXXX and XXXX. I have checked my Junk email folder and made sure my phone had space to receive voice mails, so I know GreenSky has not contacted me regarding this issue. The only correspondence I have received are XXXX subsequent statements and collection notices claiming my account is past due, which is false. 

My credit scores from all three rating agencies have consistently been near or above XXXX, which is an indication of my financial character to pay my bills and keep accurate records. I have also since learned that XXXX XXXX, the parent company of GreenSky, is suffering major loses due to its acquisition of GreenSky and is trying to sell GreenSky. It turns out that GreenSky has never turned a profit and losses have reportedly amounted to over {$3.00} XXXX ( XXXX XXXX XXXX XXXX XXXXgreensky/ ). What is more likely, a person with my track record suddenly deciding not to pay his bills or a company that is having financial issues doing whatever they can to diminish their losses. 

I have not bothered trying to contact GreenSky again because it is obvious to me that GreenSky is not operating in good faith and is not conducting good business practices. They refuse to acknowledge their mistake and quite possibly are doing so due to their financial difficulties. The {$2200.00} credit should never have been removed from my account for either of the following reasons : I still have not received the window stoppers but more importantly, GreenSky sent me a letter ( a legal document ) deeming the credit permanent.

Company response to consumer: Closed with non-monetary relief