Consumer complaint received 2020-11-06
Company: GOLDMAN SACHS BANK USA
State: AZ
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:
When Apple announced its new XXXX XXXX XXXX XXXX, I, being the huge Apple fan, decided I would order one. I placed an order for a stainless steel XXXX XXXX  on the XXXX of XX/XX/2020. So as to not burden my finances with a massive purchase, I opted to use my Goldman Sachs Apple Card, taking advantage of the 0 % interest payment plans available to Apple Card holders on certain Apple  products.

Being the impatient one that I am when it comes to getting the newest Apple gadget, I wanted to see if there was a possibility of getting an Apple Watch at the local Apple Store, so I canceled my initial order on the XX/XX/XXXXof XXXX ( order number XXXX ), and placed an order with the hopes I could pick one up in person on the XXXX, when they became available in stores. So the morning of the XXXX, I placed an order ( XXXX  ), again using the same method as previously mentioned. I picked up the watch that afternoon/evening, and thought all would be well. Unrelated, the watch from the latter order ended up being defective, forcing me to return it. 

When the Apple Card is used for 0 % payments over 12 or 24 months ( depending on the product ), the total amount of the device is removed from your available credit. In this case, {$820.00} ( {$740.00} for the watch, {$79.00} for XXXX  ). While I don't necessarily LIKE that, I understand that Apple and Goldman Sachs want to limit their losses, and do things that way- it isn't the basis for this complaint.

My complaint stems from the cancellation/return of the above orders and not getting that available credit to appear back in the Apple Card app. When I first observed that the cancelled/returned watches weren't immediately reflecting in my available credit, I wasn't at all concerned, as sometimes it takes time - I was willing to wait. I was fortunate enough to see the second order I had placed ( order ending in XXXX ) had been refunded to my card, and the installment plan had been removed from my card. However, the first order ( ending in XXXX ) didn't drop off within the expected 5-10 days. 

On XX/XX/2020 at XXXX Arizona time, I chatted in using my XXXX, and was advised the installment payment plan was just waiting to be updated, and that I should see it shortly. On XX/XX/2020, at XXXX, I chatted back in ( with someone named XXXX ) to get an update, as the balance still showed as being on my card - she ended up transferring me to an Apple Card rep at Goldman Sachs , who again advised that the transaction would be removed from my card in 8 to 10 days from the return - so I assumed at the end of XXXX. 

On XX/XX/2020, at XXXX Arizona time, I chatted back in again ( with XXXX XXXX who is an Apple Card supervisor ), inquiring about the status of this transaction falling off, as it was well beyond the 10 days I was told it would disappear. When I explained to her what was going on, she told me my concern was transferred to their technical support team, and that I needed to allow 1-3 business days from then to be in touch. Well, 1-3 business days passed, I contacted Goldman Sachs/Apple Card at XXXX on XX/XX/2020 at XXXX and after an hour of being on the phone, and was told it could be as long as 30 days after the return before the installment would drop off. On the XXXX of XXXX at XXXX Arizona time, I called again, only to be told that my concern had been elevated to supervisors of a technical team to address. On the XXXX of XXXX, at XXXX Arizona time, I called again, making another inquiry ... only to be told it was technical in nature, and that it was being addressed.

My last communication with Apple and Goldman Sachs occurred on XX/XX/XXXX, at XXXX Arizona time, where I was put on hold, transferred, and after 46 mins, told that AGAIN it was a technical issue, and it was being worked - but there was no date of resolution.

It is extremely frustrating that now, 45 days after the return of the most recent watch purchase, my available credit is still reflecting {$820.00} as being unavailable, when it should be.

Company response to consumer: Closed with explanation