Consumer complaint received 2023-01-03
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 customer service

Complaint:
Apple Credit Card, which is managed via Golman Sachs, has violated both the Equal Credit Opportunity Act and Fair servicing. In the outline below I will provide details of both circumstances and the conversations ( text conversations ) and over the phone conversations with management. 

Issue # 1 : Servicing Issues First, I obtained the apple credit card in an effort to buy an XXXXXXXX XXXX with no interest. During that period, I made my payments on time. Due to the ease of use, I began utilizing the Apple Credit Card for other purchases and transactions. Over the last few months, and specifically in XXXX, I had to dispute a charge. 

My complaint does not come from the dispute per se, rather, the complaint comes from the events following the resolution of the dispute. During the dispute process, I was not treated in a manner I came to expect from my card company. As a result, I closed the card. I want to make this clear, it was my decision. My payments were not delinquent nor was my card closed due to any issue with Goldman Sachs. I chose to close the card because I felt that the representatives ( which respond via text ) were not truthful, and more certainly knowledgeable, about the issues I was facing as payments were applied. I was unable to balance the card against the transactions from Goldman Sachs. 

As a result of this, I closed the card. This occurred on XX/XX/XXXX. This was after multiple issues within payment postings and processings that were unaccounted for. When I would have text conversations with the card servicer, I was unable to resolve these issues. 

In this particular instance, XXXX was being disputed due to a delivery not being made and I never received the product. I informed Goldman of this and was informed that I would need to file a dispute. I questioned this with representative and I also questioned a {$350.00} attempted charge that I was unable to understand why my card could not be used. It was at that point I realized that there were servicing issues and began deciding to close my card as a result. 

On XX/XX/XXXX there were additional conversations about this dispute and I was becoming more irritated by the lack of knowledge and was informed I could either close the card or file a complaint. I was unsure what a complaint with the company would resolve and I decided to close the card. 

On XX/XX/XXXX at XXXX, I became increasingly concerned about the XXXX XXXX not being resolved, even though XXXX by this point had refunded the money to my account. This left an overage of {$1100.00} to my account. The amount refunded was {$1300.00} and {$560.00} and the original Balance adjustment was {$1900.00}. This should have been a wash. Additionally, a payment of {$3300.00} was made on XX/XX/XXXX which brought the account balance to XXXX. 

IN that time frame ( XXXX and XXXX ), I spent {$2200.00} and made {$2600.00} in payments : These payments were made on the following dates : XX/XX/XXXX : {$3300.00} XX/XX/XXXX : {$920.00} XX/XX/XXXX : {$700.00} XX/XX/XXXX : {$100.00} XX/XX/XXXX : {$650.00} XX/XX/XXXX : {$140.00} This is {$360.00} more than I owed. However, I was informed that when the system processed the dispute, the payments on my original XXXX product were rejected. And somehow I now have a balance due of {$270.00}. 

No one has been able to further explain the discrepancy in the numbers. On top of this, when I inquired about the problem I was told on XX/XX/XXXX that my account was submitted to the collections department and no one could help me at this time. I did, however, request a call back and a supervisor, XXXX called me back. 
I spoke with XXXX who acknowledged the mis-steps in the servicing of my account. He further said that another agent would need to review and call me back. AS of today, XX/XX/XXXX I have missed 2 calls in which the numbers come up as unavailable and I am not able to answer as I have those calls blocked on my phone due to privacy and protection issues. Would you give your information to an unavailable caller? I certainly hope not. 


ECOA Violations On XX/XX/XXXX I inquired about re-applying for an apple card. Yes, as crazy as it seems, I was trying to take advantage of the 0 % financing for a new XXXX product. Remember, my dispute is not with XXXX, it is with Goldman Sachs. I was unable to find anyone with a similar financing option as apples plan. 
In my text with XXXX at XXXX, I asked if I could APPLY for a new credit line. I was informed that : in order to reapply for an Apple Credit Card, then the balance would need to be paid off first. I asked So youre saying I am unable to apply? XXXX responded That is correct XXXX. Before reapplying, the account that was closed will need to have no pending transactions, no unposted interest and a balance of XXXX. Before these criteria are met, you will not see an option to reapply in your wallet. I advised that this is a direct violation of the ECOA and was disconnected ( without my consent ) from the chat box. I quickly responded and XXXX then said a supervisor would need to review my complaint. At that point, XXXX advised that another representative would need to look at my account. Again, Im not asking for the account to be reopened. I was simply asking for the ability to apply. 
As of today, there has been no resolution and I am still out money. The records say I owe an additional {$270.00} and no one has been able to show me where this discrepancy exists. 

I am glad to provide all chat documentation.

Company response to consumer: Closed with explanation