Consumer complaint received 2019-09-10
Company: GOLDMAN SACHS BANK USA
State: KS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I recently signed up for an got approved for an XXXX Credit Card through Goldman Sachs. I immediately started to switch different services over to the card so I could start earning rewards. I didn't have any issues with the card until XX/XX/2019 when a XXXX   transaction going through XXXX for {$60.00} was declined for the reason shown in app as " Fraud Suspected ''. I marked in app that the transaction was mine but by this time XXXX already started taking the money from my other account. I at this time thought it should be ready for next week when they will try this same transaction again since I have already told them that it was me. On XX/XX/2019 I was billed again for XXXX as expected. This week I ordered some extras so a separate charge came through for {$9.00} and posted to my account with no issues. Once again the charge for {$60.00} came through and was again declined. This time I did not have enough in my back up account to cover the transaction as I had already moved most transactions over to the new card and didn't keep the available balance in the account. I was charged a {$32.00} fee for not having the required funds in that account. I first notified Goldman Sachs of my issue on XX/XX/2019 and was assured there was nothing wrong with the account. They assured me that if I were to try again the transaction would go through the next week. On XX/XX/2019 is when I first noticed that my other account had gone negative because of this and once again contacted Goldman Sachs to let them know that I was not happy with what happened and wanted to know why my transaction was declined. I was told over the chat support that they would be unable to help me since I was requesting them to reimburse me my {$32.00} since there system made it seem like once I approved the transaction there should be no further problems. They directed me to call their support line. I was on the phone for 45 minutes being passed around to various people all of whom had a different story for why my transaction was declined. The first person I talked to told me that there was no way for Goldman Sachs to look up the reason they declined my card. When I then asked to speak to a supervisor I was placed on a very long hold to then only get to speak to another specialist. This person told me there should be no issues using XXXX to make these kinds of payments and that they could not see anything wrong with my card. They kept trying to tell me that the merchant may not accept MasterCard but they do and I was able to confirm they do. They eventually said they would escalate and request that I be refunded the {$32.00} fee since if the system worked as it was supposed to I never would have received the fee from my other institution. Today on XX/XX/2019 I messaged Goldman Sachs again to see what had happened of my dispute with them as I received no confirmation that it had indeed been escalated. I was told by this employee that the transaction wasn't declined because of fraud but instead that it was declined because it was XXXX and I would need to contact XXXX to see why. He continued to say that was the issue even though other reps told me XXXX was okay and other transaction through XXXX go through just fine. I also informed him the app tells me the transaction was suspected fraud and he tried to assure me that was not the case and that the real issue is that it is XXXX. I was then directed again to call for further support. I call again. This time ask for a supervisor and get one almost immediately. I explain my situation again. I am then informed that he does see my complaints were escalated. I ask if I would be able to place a fraud monitor suppression on my card so I can make the purchase and he is unable to tell me if that is possible so I ask if I can be transferred to the fraud department to someone who might be able to answer the question. I was transferred to the fraud department where I was told that even though I said the transaction was me that doesn't mean they won't continue to think it was fraud even a week later. I was also told that it would not be possible to place a fraud suppression on my card for my security. I ended this 30 minute phone call with no hope this transaction will ever go through and no answer still to why this transaction continues to be declined. I have spent hours of my time trying to figure this out with no resolution. I had a hard pull on my credit for a card I now no longer want to use because I have no way of knowing if and when my card will be declined and for what reason. I have been lied to purposefully or out of ignorance by multiple employees at Goldman Sachs.

Company response to consumer: Closed with explanation