Consumer complaint received 2023-05-05
Company: GOLDMAN SACHS BANK USA
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
On XX/XX/XXXX I made a purchase for {$740.00}. This was my first time using this credit card. I was unaware about the closing statement date or billing due date. I was also unaware that their system automatically enrolled me in paperless statements once I created an online account, therefore I never received a paper statement in XXXX to make the payment. On XX/XX/XXXX at XXXX XXXX  PST, I called asking for the statement. The agent by name of XXXX, confirmed my address and said they will be sending me the paper statements. She also said that a minimum payment was due and that I had incurred in a late fee of {$29.00}. I requested to speak to a supervisor regarding the fee because I was unaware of the bill due date due to a lack of paper statement. I spoke to XXXX XXXX at XXXX XXXX PST who informed me that he did not have the power to do a first-time courtesy reimbursement of the fee. I was transferred to XXXX at XXXX XXXX  PST. He mentioned he was in the same situation. I kept requesting to speak to a supervisor and all of the agents informed me that there wasn't a supervisor available but that they could request for one to call me back. No one called me and I did not receive any notices in the mail. On XX/XX/XXXX at XXXX XXXX PST, I contacted customer service again. I spoke to an agent by the name of XXXX. She again informed that a supervisor was not available and hung up the phone on me. I called back and at XXXX XXXX PST, I was transferred to an agent by the name of XXXX. She said that she didn't have the power to make any changes to my account and said she would request for a supervisor to call me back. I kept calling back multiple times and no one until today has called me back. 
I kept calling back on XX/XX/XXXX and XX/XX/XXXX, asking to speak to a supervisor. I was never transferred to a supervisor. The agents would always say there were no supervisors available. 
Finally on XX/XX/XXXX at XXXX XXXX PST, I was able to speak to XXXX an account supervisor, who said needed me to transfer me to a different department because my account was already in collections and was reported to the Credit Bureau. At XXXX XXXX  PST, I spoke to XXXX who said a supervisor would call me back ASAP. A lady by the name of XXXX XXXX called me and said she would submit a dispute regarding the Credit Bureau report and the revision of fees and that a supervisor would contact me withing 7-10 days with an answer. I requested written communication to be made as well for my records. 
It is now XX/XX/XXXX and I have not received a call back from any supervisor nor have I received any notices from the company. Yet, they keep charging me late fees and interests from the initial late fee and interest I was disputing. I believe this beyond advantageous, a complete theft, fraud and a gimmick to steal from customers. 
I request a review of my case and the necessary steps to lessen the charges and delete their report from the credit bureaus.

Company response to consumer: Closed with monetary relief