Consumer complaint received 2020-12-10 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: GreenSky, LLC
State: VA

Complaint narrative:
I applied for and was granted a Home Improvement Line of Credit from GreenSky Financial to cover cost of replacement windows. The home improvement company ( XXXX  ) collected my information and completed the application process with them so the obviously work closely together as many home improvement companies have financial affiliates. About 4 weeks after the XXXX  was granted - I noticed the Home Improvement Company had charged the window manufacturing cost to the card - without any authorization from or notification to me. I just suddenly was getting a bill. But - they were building my custom windows - so as odd as I found that - I set up my payments and began paying. 

When the window installation was in progress ( XXXX ) - I was not satisfied with the windows - and there was a window cracked that needed to be re-manufactured and re-installed. Due to the charge mentioned above - I contacted GreenSky onXX/XX/XXXX and I spoke with XXXX ( sp? ). I told him of my dissatisfaction ... and of the first " surprise '' charge and requested protection that would REQUIRE me to review and authorize any subsequent charges to the XXXX. This would be my only leverage to hold XXXX accountable. He said he could put a PIN on the account and asked what I wanted the PIN to be which I provided. He assured me that for subsequent attempted charges, I would receive text notification and would have to enter my PIN to authorize the transaction. This to me seems only proper - as it is my line of credit - and my credit rating on the line. 

However - when I received my next statement from GreenSky  - I saw the remainder amount for the windows had been charged to the XXXX  and my minimum payments went up. I never received any opportunity to authorize or decline the transaction. When I called to complain - the 2nd representative told me mine was not an account type that could have a PIN so I never should now have been given that opportunity. However - I was given it - and I relied upon it. I viewed it as a protection against what I am now fighting against which is an inferior product, a job that has STILL not been fully completed ; a Home Improvement company that will not return my calls and further has no incentive to do so - since they have not been fully paid by GreenSky. 

Additional attempts to contact GreenSky about the issue have been fruitless. Promises to call me back are not fulfilled. Except that oddly - one of my complaint calls WAS returned within 15 minutes - and amazingly the GreenSky manager ( XXXX ) spoke directly to the XXXX  sales rep who had visited me -- called him by name and indicated the rep was going to provide alleged signed documentation from me that authorized the XXXX  charges to the XXXX. I assured the XXXX that I had only signed off that the install team had completed the installation - with my added annotation re : the broken window and my concerns with the actual product. That notice ( also attached ) contained NO mention of authorizing payment. XXXX promised to share that documentation he received with me, but that has also not been fulfilled. Having not heard from anyone - yesterday XXXX I called again. Once AGAIN I explained the situation. I was placed on hold - and then hung up on. I waited for someone to call me back - but no one did. 

Given the timing of some of the above described events - and the difficulty / reluctance on BOTH parties part to engage with me, it feels the home improvement and finance companies are directly affiliated - although when I asked that question directly of XXXX - he assured me they were not. But something does not seem right. Worth noting is the loan agreement ( attached ) mentions in the fine print - that disputes must be made in writing - within 60 days of noticing the disputed transaction. I was not advised of this by anyone during my repeated calls. It is interesting that the 60 days would likely expire in a few days - as the transaction in question was on a statement that was issued XX/XX/XXXX. ( Though having never received the text / PIN authorization promised - I did not believe ANY activity had taken place on my account - so was not aware of the additional charge until opening the statement early XXXX ). If they could have stalled me just a few more days - my 60 days would have expired.

Company response to consumer: Closed with explanation