Consumer complaint received 2020-11-30
Company: GOLDMAN SACHS BANK USA
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am a customer with Apple Card, the consumer credit card backed by Goldman Sachs. I purchased a XXXX XXXX with the card at the XXXX XXXX on XX/XX/XXXX and after the purchase posted, I paid it off, totaling {$740.00} before tax. I ended up canceling said order shortly after I paid it off as I intended to purchase the product at another retailer that I had a gift card for. The cancellation went through with no issue, and my Apple Card ended up have a POSITIVE balance of {$700.00}, meaning Goldman Sachs " owed '' me that money, as it was paid to them from my XXXX checking account. After I made a {$5.00} purchase with my card ( unimportant to the case ), my card ended up with ( and currently has ) a positive balance of {$700.00}. I contacted Apple Card customer support on XX/XX/XXXX, and requested for my positive balance to be transferred back into my bank account, which is something that other cards have done for me in the past. The representative told me that the transfer was initiated and it would take 1-2 business days to reflect on my balance on the app. Three days later, I did not see any change on my account so I called again on the evening of XX/XX/XXXX. This time, the representative told me that systematically the transfer was not possible and, through her rather rude demeanor and negative customer service, left me hanging. I called back 30 minutes later, and that representative told me that it WAS indeed possible and for some reason the initial transfer was cancelled ... she initiated a new one. Five days later, no change. I called again on XX/XX/XXXX, this time asking for a supervisor. After experiencing some of the worst customer service of my life with the supervisor, I was again turned down and told that it wasn't possible. I called today, XX/XX/XXXX, this time asking for the " Specialty Department '' XXXX which I was told to ask for by the previous supervisor ), and ended up speaking to a very helpful representative who acted as a liaison between me and her supervisor. I was told that there is nothing I that can be done because of a current outstanding installment balance ( a 24 interest-free installment for an XXXX XXXX and they are currently working on a system to fix issues like mine, but did not have a timeline on when the system would be change OR if said change would allow a transfer of the money back into my bank account. The XXXX installment currently has an outstanding balance of {$810.00}, but is a two year installment and not necessarily " connected '' to my everyday purchase balance. I was sent a letter from Apple Card of my outstanding balance, which is {$110.00} XXXX which is my installment balance minus my positive everyday balance ... XXXX - XXXX = XXXX ). Goldman Sachs has been no help to me, and has given me two difference answers, two different times. If we weren't in a pandemic where the money is important to me and I need it, or if the whole situation didn't have to do with hundreds of dollars and my credit report, I would not even be making this claim. Frustration is the best word for this who situation.

Company response to consumer: Closed with explanation