Consumer complaint received 2022-08-17
Company: GOLDMAN SACHS BANK USA
State: NH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
On XX/XX/22 I received an email from Goldman-Sachs saying I could add a family member to my credit card account. When the family member then used the card for a purchase, they would receive {$100.00} in XXXX XXXX, as this is an Apple Card credit card. I added my husband to the account. He made his first purchase on XX/XX/22. We received {$0.00} in XXXX XXXX as the 2 % earned from the purchase, but never received the {$100.00}. My husband and I have text and called tech support numerous times. We were first told we didn't qualify for the promotion. When I reread the email I received out loud to them, they agreed we did qualify. At that point they said we only qualified {$50.00}. I again reread the email to them, where it stated nothing about {$50.00}, only {$100.00}. They agreed that it was supposed to be {$100.00} and we did actually qualify. They said to wait a few more days and it would be in the account. After another week, I reached out again and was told the same thing as the first time, I reread the email several times and was told to wait a few more days. When we didn't receive it again, I reached out again and I opened a dispute. I was told it would be XXXX business days before I heard something. After 5 business days I called and was told the dispute was closed because the money had been paid out, even though we hadn't received it. At this point, they sent us over to Apple Support to have them look at our account. Apple Support did a full review of the issue and came back saying it was an issue on Goldman Sachs end. They called Goldman Sachs with us on the line and told Goldman Sachs it was not an issue with our accounts or the Apple system, but it was an issue with Goldman Sachs. The representative at Goldman Sachs said she could see the promotion had been paid out, but for whatever reason hadn't been put in the actual Apple Cash account. At that point, Goldman Sachs opened a tech ticket. This morning I received an email saying the ticket had been resolved and they had been trying to reach us. We never received a call. I called the number on the email and was told a tech ticket was never opened. I offered to give them the case number for the tech ticket and was told there was no way to look the number up in their system in that department. I asked to be put through to a department that could look it up and was put through to a supervisor. The supervisor said the cash had been paid out, she couldn't see a tech ticket, and she couldn't look up a tech ticket case number. She connected me back to Apple Support and hung up. We still have not received the promotional money. Goldman Sachs is the only one who can see this supposedly paid out transaction. At this point we have opened a dispute, an Apple Support ticket, a Goldman Sachs tech ticket, and not a XXXX XXXX  ( the company that handles Apple XXXX XXXX ) support ticket. The other companies continue to say it is a Goldman Sachs issue, yet Goldman Sachs refuses to pay out the promotional credit. I even said we'd take it as a credit on our bill, but they have refused.

Company response to consumer: Closed with explanation