Consumer complaint received 2023-11-28
Company: GOLDMAN SACHS BANK USA
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XXXX XX/XX/XXXX I made a payment of {$3100.00} to my Apple Card using a linked bank account. 

On XXXX XX/XX/XXXX, I attempted to make a purchase of {$2500.00}, but my card was declined. I checked my bank and confirmed that the payment posted on XXXX XX/XX/XXXX. I reached out to the Apple Card team at Goldman Sachs and asked why the payment I made hadn't been applied to my account. 

This is their response : " Payments can take longer to reflect in your available credit as stipulated on your Card Agreement. We have received your payment, and your bank may have deducted the money from your account ; however, there is still a window for payments to be processed. We will make the funds available on,XXXX. For future reference, payments made with Apple XXXX usually release instantly. '' On XXXX XX/XX/XXXX, I again reached out to the Apple Card team at Goldman Sachs and asked why my payment had not been applied. 

Their response : " Thank you for waiting. I see here there is a payment on hold, that was placed on the XXXX of XXXX. '' I asked : " Why is it on hold? '' Their response : " I understand the situation and how important this payment is for you, however, we are not able to expedite the release of your available credit. Please keep making your payments on time. As of right now, your available credit will be updated on XX/XX/XXXX. '' I asked : " Why is the payment on hold at all? '' Their response : " We have received your payment and your bank may have deducted the money from your account, however, there is still a window for processing payments. This can only be done automatically by the system. '' This did not answer my question of why my payment was 'on hold ', so I asked a different question : " What is the window for processing payments? '' Their response : " There is not a specific time frame, but when you made the payment on the XXXX will be released on the XXXX of XXXX. '' Now twice I've been told that there is a 'window for processing payments ', and now 'there is not a specific time frame '. 

I asked the rep, which of these questions they could answer : " How long is the window for payment processing? '' or " Why is my payment on hold? '' Their response : " In your case, the window for this payment is 10 days. '' I asked : " Last week it was 7 days, so why is it now 10 days? What changed between the XXXX and today? '' Their response : " I do understand where you coming from. We always value customers who are keen on providing us with their feedback. So I will make sure the information will be passed on to the higher-level team for further review. But as of right now, the money will be released on the XXXX for new spending. I can assure you that no longer than the money will be available no later than the XXXX. '' I've attached screenshot of the conversation. 

I found similar complaints that Goldman Sachs is delaying payments for Apple Card users online. 

" XXXX XXXX '' - XXXX XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXX " XXXX '' - XXXX XX/XX/XXXX XXXX : XXXX It would seem that Goldman Sachs has been doing this for some years and has done nothing to change their practices.

Company response to consumer: Closed with explanation