Consumer complaint received 2021-03-24
Company: GOLDMAN SACHS BANK USA
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
Goldman Sachs ( GS ) refuses to give full cash back amount on Apple Card on Apple Store XXXX  transaction because they don't count it as an XXXX transaction. 

1 ) Apple Card is issued by Goldman Sachs. The Card Agreement clearly says that " Goods or services purchased directly from Apple. These include purchases from Apple retail stores, the Apple online store, iTunes, Apple Music and other Apple-owned properties.App Store purchases ( including In-App Purchases* ) .... [ eligible for cash back in the amount of ] .... 3 % of the transaction amount ''. 

2 ) My order was placed with Apple Online Store XXXX. 

Order Number : XXXX Order Placed : XX/XX/2021 Ordered Items : 12.9-inch iPad Pro Wi-Fi + Cellular 256GB - Space Grey, Smart Folio for iPad Pro XXXX ( XXXX generation ) - Deep Navy Order Amount : INR XXXX ( or {$1600.00} as it appears on the card ) Legal Entity on the receipt : Apple XXXX Private Limited. 

Cash back that was reflected on the transaction was 1 % only. 

3 ) When I noticed a reduced cash back ( 1 % as on any general purchase ) on the card transaction, I contacted Apple Card Client Support team at Goldman Sachs and created a dispute to get the full amount of the cash back XXXX 3 % as is supposed to be for Apple purchases ). 
Two days later I received an email saying that the dispute was not resolved in my favor. Quote : " Your correspondence regarding your Apple Card account was received. Although this matter is in regards to your Apple Card account, it is being handled by Goldman Sachs Bank USA, who is the issuer of Apple Card. 

Your dispute has been investigated. You contacted us on XX/XX/2021 regarding Daily Cash you earned on a transaction. We have investigated your dispute and determined that no error occurred on your transaction dated XX/XX/2021 at Apple Limited for {$1600.00}. You earned 1 %, or {$16.00} by using your card number. You have the right to request the documentation we used to determine the outcome of your dispute. '' 4 ) I contacted Goldman Sachs again on the same date to clarify and escalated this issue to a supervisor. They explained that they only give 3 % cash back on Apple US purchases. I asked where this is stated in the Card Agreement and they could not find such verbiage, so they created a new dispute at my request. 

5 ) Two more days later, on XX/XX/2021 I got a phone call from a GS supervisor who related to me the same resolution on my new dispute. They claimed that " Apple Limited in XXXX is not an Apple-owned entity and does not qualify for full cash back ''. 
As a Consumer of the bank product ( Credit card ), I do not see any of such verbiage in the Card Agreement and my consumer understanding is that GS must accrue 3 % cash back on this transaction. 

I could not resolve this with GS after several interactions. 

Please help to keep Goldman Sachs accountable for their baseless attempts to avoid paying the full cash back and make them follow the terms of the Credit Card Agreement that they themselves created. 

Thank you

Company response to consumer: Closed with explanation