Consumer complaint received 2023-02-02
Company: GOLDMAN SACHS BANK USA
State: MD
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/XXXX, I called Goldman Sachs to inquire about the 13 month payment plan because I had purchased a XXXX and an XXXX, but I was not given the choice to pay it off within 12 months interest free. During the call the agent stated that she setup the arrangement, but when I explained that I saw a credit for over {$2800.00} she replied by saying it would disappear once it was updated in the system. 

On approximately XX/XX/XXXX, I called Goldman Sachs to inquire about a $ XXXX credit on my account. 

I had been attempting to make a payment, but my app stated that no payment was due. I spent close to " 2 HOURS '' on the phone with Goldman Sachs. The first agent was completely clueless, he was making all sorts of noises on the phone and cold transferred me to another agent. 

She attempted to assist me, but has no idea as to what transpired with my account. I requested to speak with a XXXX, but y XXXX she was communicating with opted to have her relay information to me third party than to assist me themselves. After a little over an hour into the call I was transferred, but the person I spoke with was adamant that " NOTHING '' could be done for me & stated they once the XXXX payment plan was placed on an account there was no way to reverse it and the payments would be deducted from the credit monthly. I explained that his logic did not make any sense and no other company did that. He basically stated that I could not pay anything towards the remaining balance because o had a payment plan. I asked him to apply the credit towards the XXXX and that was also declined. This angered me because XXXX clearly knew that the agent I spoke with had no clue as to what he was saying because he made no sense. I asked him who was the regulator for Goldman Sachs and he could not answer that either. 

I opted to inquire about the payments because I am assisting my sister who is recovering from her XXXX XXXX within 15 months and her son had senior obligations I have been assisting with because her income is limited. 

On XX/XX/XXXX at XXXX I received a call at my place of employment. I asked them to call me back in an hour ; however, it was closer to XXXX hours. 

At XXXX an agent called me and I explained that I had returned to work and had a limited time to speak. During that call he mentioned that an error has occurred on my account and explained that he would submit a request to have it resolved. Ironically, the resolution was what I suggested during a XXXX call with customer service the prior week. What is ironic about this is I pleaded to have this matter resolved, but no one listened to me. I have since received notification from XXXX explaining that the balance on my Apple Card increased by {$2700.00} and my score DECREASED by XXXX points and this is beginning to sound like a UDAAP violation. 

This was not only an Unfair practice, it was also Deceptive and Abusive. 

I need it resolved immediately and I would like compensation for the unnecessary time spent on the phone as well as compensation for the negative impact on my credit utilization and score. 

On XX/XX/XXXX, I received another call stating that my request was still being worked on. I asked her if that was the reason for the call and she replied, yes. I can not make a payment as of XX/XX/XXXX. The balance on my APP is showing a credit of {$2500.00}. It decreases with every purchase. This credit should be applied to my actual balance, but no one seems to know how to rectify this issue.

Company response to consumer: Closed with non-monetary relief