Consumer complaint received 2023-03-04
Company: GOLDMAN SACHS BANK USA
State: MA
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: Card was charged for something you did not purchase with the card

Complaint:
I opened an Apple Credit card on my XXXX. The phone was stollen. I called my Apple Card customer service number at XXXX and explained what happened. I asked for the card to be closed to avoid any charges from being made on my card. I asked for the balance on the card to be transferred over to a new account under my name so I can pay off the balance. I was informed that the only way I can process payments is by 1 ) giving the customer service representative my card information over the phone so they can process the payments 2 ) sending payment to a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, PA XXXX ). I did not think that was safe and the exchange seemed fraudulent. 3 ) Login to the account and pay through there. I was at the time unable to login to the account because OTP code was being sent to the stollen phone. I called Apple and resolved the matter and was eventually able to regain access to my account. Once I had access, I logged in and paid off the balance. There was a pending payment, I tried o log in after a period of time to confirm the payment processed through and instead found I could not log in and was asked to call the number above. I called the number. The customer service person I spoke to said they could not see anything on my account regarding the lock and transferred me over to Apple services. Apple noted they could not see the lock on my account and that it has to be an issue on Goldman Sachs end and transferred me back. After 4 hours on the phone, I was informed that the reason I could not log into my account is because I had paid off the balance and therefor the account is unavailable for me to login to. I was informed that there is an installment on my account and asked to payoff the installment amount. I issued verbal consent for the card on record to be used to payoff the installment balance on request. After I was informed that my account has been paid off ( the balance on the card is XXXX ) and closed. I was sent an email stating as much. A week later, I tried to log into the account on a whim and was able to successfully log into the account - which I was previously informed was unavailable for me to log into because the account is closed and the balance paid off in full. When I logged in, I discovered a new balance, even though the card had been paid off and the account closed months prior. I paid off the amount, called the customer service number above to try and get an explanation about what was going on. Since I've been paying off the card for months only to have " new '' charges appear even though the card has been closed and I had informed customer service that the phone linked to the card had been stollen. The agent I spoke to informed me that the balance showing up on their end was significantly less than the balance that I was shown- and paid again. I asked how that was possible and she noted she did not know and would look into it. I asked to speak to a manager. I was transferred to a manager who asked for my first name, last name, birth date, and phone number linked to the card ( prior agents asked for the last 4 digits of my social as well ). After some time on the phone, the manager informed me that they would open an internal investigation into the matter since I had been informed that the card was paid off the installment linked on the card had been paid off and my bank account statements show the transactions withdrawn from my card for the referenced charges but the charges somehow remained on my account in their systems. I asked the manager to explain why is it that I was charged - can verify the withdrawals occurred in my bank account - and yet somehow the payments were not applied to my credit card balance/installments? I asked where were the payments I was charged for processed? She did not provide an answer and instead told me an internal investigation will be opened on the matter.

Company response to consumer: Closed with explanation