Consumer complaint received 2020-01-17
Company: GOLDMAN SACHS BANK USA
State: CA
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:
I have had an outstanding dispute going on with Apple Card since XX/XX/XXXX. I was in XXXX, and my friend destroyed the XXXX/XXXX hotel room we were staying in and was XXXX for it on XX/XX/XXXX. However, I was wrongfully charged {$3300.00} for the damages done to the XXXX hotel. I disputed the charge on XX/XX/XXXX. I was then given {$510.00} back from the XXXX on XX/XX/XXXX as a price adjustment, making the total cost {$2700.00}. A short time later Apple Card gave me a provisional adjustment of the amount of {$3300.00} since I had disputed the transaction. 

This friend went to court  for this matter on XX/XX/XXXX, the court charged him {$2500.00}, which in turn paid the XXXX for the damages and cleaning fees. The XXXX then filed a report to Apple Card basically stating that I do not owe the {$3300.00} they charged me and that I would owe the {$510.00} back when it gets resolved. ( So Apple  only needs to change it from a provisional adjustment to a solid adjustment to fix this. ) I called Apple Card shortly after my friend paid, and Apple told me that it will be resolved within a couple weeks or at least be resolved by the date XX/XX/XXXX. I was also told that I would receive a call and some sort of statement email before that date. 

Everyone that was involved in this matter had sent all of the proper documentation and more to Apple Card, so I was pretty confident that it would get resolved quickly. XX/XX/XXXX also happened to be the same day I took this friend to court for the same matter. He owes me more on another card, so I was expecting a decision from Apple to  be made by then so I would know exactly how much to sue him for. However, no attempt to contact me was made from Apple by XX/XX/XXXX. So I got the court date extended to XX/XX/XXXX since no decision could be made by Apple. 

I called Apple Card to see what the deal was, and now they say that the longest a dispute can last is 90 days and that there must be a decision made by then no matter what happens. That made XX/XX/XXXX the 90th day of the dispute so I figured that Id be good for my XX/XX/XXXX court date. 

XX/XX/XXXX came and went with no resolution, so I called again multiple times. All the Apple Card support techs were shocked that this had happened. I was told by multiple managers that they were working on it personally, and it will be done within days. They gave me their direct email addresses and said theyd call within the week, but I was never contacted again and they ghosted my emails I sent back. I escalated this matter on at least 5 separate occasions and no follow up attempt was made from Apple at all. I re-sent all the information, documentation, receipts, bills, emails and everything in hopes of speeding up the process. But nothing I did helped. 

I had no resolution by XX/XX/XXXX, so I called and said I needed to get an official statement from Apple Card for the court. Stating that they surpassed the 90 day dispute limit and that every other party has done everything within their power to resolve this issue and Apple is the sole reason for the delay. The manager I was on phone with, sent it directly to her boss and sent me her direct email address so I could follow up. This manager and I had an extensive conversation about what had happened to me and how important that it is that I get this statement for court. The next day XX/XX/XXXX I received no email, or statement, or call at all from the boss or the manager. I emailed back the manager and never received another email. I called and asked for her name but nobody knew who she was so I was dead in the water with nothing for court. 

Because of this, I was forced drop the entire court case and I now have wait for whenever Apple decides they want to resolve this issue to re-sue my friend. Apple Card lied to me multiple times about the specific dates of when I would receive a decision regarding my dispute, they lied about specific details regarding my account, and they lied to me about contacting me back and contacting their boss. They surpassed the maximum dispute limit of 90 days by 28 days and Im still stuck in the same spot I was in on XX/XX/XXXX. Ive done everything I needed to do on my end to resolve this issue and Im the one getting XXXX.

Company response to consumer: Closed with monetary relief