Consumer complaint received 2023-03-28
Company: GOLDMAN SACHS BANK USA
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
At the end of XX/XX/2023 I paid my apple bill, {$1900.00} with my other account, I did not want to pay it that way. So I contacted apple and the payment was cancelled, I then paid the balance with a different account, {$1900.00}. 

When I checked my account a few days into XXXX a new charge titled, balance adjustment was posted to my account on XX/XX/23, in the amount of {$1900.00}. Apple is stating this, Your dispute has been investigated. You contacted us on XX/XX/2023 regarding a payment to your Apple Card account. Goldman Sachs Bank USA has investigated your dispute and determined that no error occurred. Your payment of {$1900.00} was refunded to your bank account ending in XXXX as requested on XX/XX/2023. Your bank then returned the original/initial payment on XX/XX/2023. which increased your outstanding balance by {$1900.00}. You can view your payment history, monthly balance, minimum payment due, and payment due date in Wallet by tapping on your Apple Card or by accessing your most recent statement, however that is incorrect. 

Ive contacted so many different agents through chat because I never received a refund, should not have received a refund and I am unable to get this charge off my account. I finally spoke with one agent who stated I should send in proof of my bank statement that shows no refund was issued, and I did that on XX/XX/XXXX. When I submitted that I asked the agent how long does the investigation take, she stated 30 days. It is now XX/XX/XXXX and there hasnt been a removal of this inaccuracy. Im going to attach some statements made by apple representatives XX/XX/XXXX from a dispute agent about my submitted bank statement : At this moment it still says it's being reviewed. It doesn't give me any grave detail, but there should be more information within the next 24-48 hours. 

XX/XX/XXXX from an agent : Within 48 hours we should have an update. I am very sorry for this issue. We are working to fix it for you. 

XX/XX/XXXX from an agent : XXXX, I apologize for the hold. Thank you for your patience. This dispute is still been investigated. If any information needed we will reach out via email. 

XX/XX/XXXX chatted with a supervisor XXXX : Thank you for that information, I do see copies of your bank statement in your document library, however I do not see any notes regarding the statements being reviewed. I would be happy to escalate a complaint for you regarding this issue. I do apologize for all of the confusion and you having to call or chat in so often. I know that is frustrating. I would be frustrated as well. 

Thank you so much for your patience while I escalated that complaint. I have it submitted for you. I was very detailed as to what you submitted and have not heard anything back on. Please keep an eye on your email or for a phone call back from XXXX. Again I do apologize for all of this confusion. We will get this straightened out for you. Have a wonderful day. 

XX/XX/XXXX chatted with a supervisor XXXX : I submitted another dispute for you. I see that the previous dispute was closed. 

You can check again in 3 days. 

XX/XX/XXXX chatted with an agent XXXX : XXXX, after reviewing this issue, I do see they are currently working on this. You should expect communication from the team working on this issue. 

XX/XX/XXXX chatted with a supervisor who totally had no clue what I was referring to, as she kept mentioning old information and abruptly ended the chat after I told her I was filing a complaint with consumer finance and attaching chat documentation. Supervisor name, XXXX. 

Thank you for that information. I do apologize for the misinformation. After further of your account it looks as though the transaction in the amount of {$1900.00} was not transaction but a payment that was made on XX/XX/2023 was returned to you on XX/XX/2023. 

This is what she sends me after she supposedly reviewed the account. Old information. Nothing about my bank statements, noting about the complaint another agent filed for me- it was as if Apple isnt documenting properly or this agent was inadequate at her position. 

More chat from supervisor XXXX : Thank you for that information and I do understand your concerns. You can give us a call and we can assist you over the phone however the department for payments disputes you can not speak with directly. We can file a complaint for someone to reach out within 10 days after our review has been completed. Yes your bank statement are showing in the system that were submitted. 

Once she saw my bank statements had been submitted this is the response she gave, ONCE AGAIN Okay no problem, I have submitted a request to have it mailed out to you. In the meantime the email that was sent out concerning your dispute states as follows : Your dispute has been investigated. You contacted us on XX/XX/2023 regarding a payment to your Apple Card account. Goldman Sachs Bank USA has investigated your dispute and determined that no error occurred. Your payment of {$1900.00} was refunded to your bank account ending in XXXX as requested on XX/XX/2023. Your bank then returned the original/initial payment on XX/XX/2023. which increased your outstanding balance by {$1900.00}. You can view your payment history, monthly balance, minimum payment due, and payment due date in Wallet by tapping on your Apple Card or by accessing your most recent statement. 

HOW MANY TIMES DO I NEED TO CHAT IN WITH APPLE BEFORE THIS INACCURACY IS REMOVED- AND I CHAT FOR THIS SPECIFIC REASON, TO HAVE PROOF OF ALL INCOMPETENT CONVERSATIONS IVE HAD WITH PEOPLE WHO ARE SUPPOSEDLY IN A SUPERVISOR ROLE. IT SHOULD NOT TAKE APPLE THIS LONG TO INVESTIGATE A DISPUTE WHEN THE PROOF THEY REQUESTED WAS SENT ON XX/XX/XXXX AND I WAS TOLD IT WOULD ONLY TAKE 30 DAYS. IT IS NOW XX/XX/XXXX AND I AM STILL GOING BACK AND FORTH WITH THESE AGENTS.

Company response to consumer: Closed with explanation