Consumer complaint received 2023-11-17
Company: GOLDMAN SACHS BANK USA
State: PA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/2023, I purchased an XXXX XXXX XXXX XXXX XXXX with XXXX from the Apple Store on my Apple Card, which provided an installment payment plan provision allowing me to pay the entire balance of {$1100.00} over 24 months at 0 % XXXX ( as shown in XXXX ) XXXX 

On XX/XX/2023, I received a refund of {$1300.00} to my Apple Card from a cancelled purchase from XXXX made back on XX/XX/2023 ( as shown in XXXX ). Additionally, I received a refund of {$100.00} to my Apple Card from a cancelled purchase from XXXX made back on XX/XX/2023 ( as shown in XXXX ). These XXXX refunds were related to the same transaction to purchase a coffee maker. The {$100.00} was a pre-order reservation and the {$1300.00} was the remaining balance charged. 

On XX/XX/2023, I contacted the Apple Card team at Goldman Sachs via their XXXX support chat and requested a credit balance refund for the {$1400.00} credited back to my account minus my current charges, which at that time stood at {$100.00}. I requested a credit balance refund in the amount of {$1300.00}. The specialist informed me " It is only {$190.00} Credit balance refund since the {$1100.00} was for the installment balance ( as shown in XXXX ). I informed the XXXX that this was incorrect and then we were disconnected. 

On XX/XX/2023, I contacted the Apple Card team at Goldman Sachs via their XXXX support chat again requesting a credit balance refund in the amount of {$1300.00}. After some time, the specialist informed me that a credit balance refund was successfully requested ( as shown in XXXX ). 

On XX/XX/2023, I noticed a Balance Adjustment on my Apple Card statement in the amount of {$170.00} with the notation Credit Reversal. This was not the full amount I was looking to be refunded and this left my Apple Card balance at {$1100.00} the exact balance of the installment plans on my Apple Card account ( as shown in XXXX and XXXX ) XXXX In XXXX, you can see that my XXXX XXXX is {$0.00}, indicating that I am entitled to any credit amount currently on my Apple Card account, which currently stands at {$1100.00}. 

On XX/XX/2023, I contacted the Apple Card team at Goldman Sachs via their XXXX support chat again regarding the incorrect credit balance refund amount issued ( as shown in XXXX and XXXX ) XXXX My request was immediately escalated to a supervisor when I mentioned that I would be filing a formal complaint with the CFPB should this matter not be addressed correctly and immediately ( as shown in XXXX and XXXX ) XXXX The Apple Card Supervisor reviewed the account and previous conversations and responded with : I have read the previous conversation as well to be able to better help you.. I do understand the concern and how you would like the credit balance refund. Regrettably, I am not able to perform this for you but since since the installments are on the account. I do apologize for any inconvenience. The credit will remain on the account and as you get billed the installment payment it will decrease the credit remaining ( as shown in XXXX ). 

I informed the supervisor this was a violation of the Apple Card Agreement as well as the Installment Plan Agreement that were both applicable to the situation in question. Nothing in either Agreement precludes me from receiving a prompt refund upon request. Yet, the Apple Card Team at Goldman Sachs have refused to do this on XXXX occasions now. The supervisors response to my claims was : I certainly understand and will be submitting this feedback to Goldman Sachs Bank for review. I thank you for your patience and a member from my management team will be in contact with you within XXXX days ( as shown in XXXX ).

Company response to consumer: Closed with explanation