Consumer complaint received 2022-08-18
Company: GOLDMAN SACHS BANK USA
State: UT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Apple Card Interest Charge Dispute In the last part of XX/XX/2022 I added new bank information for ******** Credit Union ( **** ) and set account XXXX as the default account and bank for making payments on my Apple Card XXXX Goldman Sachs XXXX 

At XXXX PM XXXX ( XXXX XXXX ) XX/XX/XXXX I set up a payment for the statement balance of my Apple Card through the Apple Wallet app. The amount of {$81.00} was paid from accrued Apple XXXX. The remaining balance of {$4800.00} was set to pay from the bank. 

At about XXXX PM XXXX XX/XX/XXXX ( XXXX AM XXXX XX/XX/XXXX ) I was reviewing the transaction that I had set to make the payment on the Apple Card and discovered that the wrong bank had been charged for the monthly statement payment. ***** Bank was charged {$4800.00} on account XXXX. This was in spite of my setting up a new bank as default several days in advance. 

At XXXX PM XXXX XX/XX/XXXX ( XXXX AM XXXX XX/XX/XXXX ) I called Apple Card ( Goldman Sachs ) through the Apple Wallet App ( duration 16 minutes ). I spoke with a female representative who assured me that we could resolve this error completely because I had called before the payment cutoff of midnight XX/XX/XXXX. She set up a dispute for the payment that had been set on the wrong bank and assured me that the money would be returned to the bank within 10 business days. I told her that this was critical because we had just moved and had changed banks. There would not be enough funds in the one account to cover the payment that had been set up by mistake. She again reassured me that we were cancelling that payment and she would set up a payment on the correct account and bank ( **** XXXX ). 
After a few minutes attempting to charge the correct bank she informed me that she was having difficulty processing the transaction. She tried to get a supervisor on line but none were available. She told me she would put notes in the system and asked me to call back in 15-30 minutes. 

At XXXX PM XXXX XX/XX/XXXX ( XXXX AM XXXX XX/XX/XXXX ) I attempted to contact ******* Bank several times fix this transaction on their end. I determined that no help was available until regular banking hours on Monday XX/XX/XXXX. I would have to call the bank back at that time. 

At XXXX PM XXXX XX/XX/XXXX ( XXXX AM XXXX XX/XX/XXXX ) I called back to Apple Card ( Goldman Sachs ) through the Apple XXXX app ( duration 41 minutes ). I was on hold a significant amount of time before the call is answered. Once answered I spoke with a male who offered to set up the payment on the proper bank ( **** XXXX ). 
He made several attempts to process the remaining balance of $ XXXX informed me that he thought it could not be processed because the remaining balance on the Apple Card was less than the {$4800.00} that we were trying to charge to the proper bank. He suggested that I call back in the morning on XX/XX/XXXX and ask to speak to a supervisor. He assured me that we could resolve everything as I had called before the payment deadline at midnight XXXX. 

At XXXX PM XXXX ( XXXX PM XXXX ) XX/XX/XXXX I called back to Apple Card ( Goldman Sachs ) through the Apple XXXX app ( duration 20 minutes ). I asked to speak to a supervisor immediately. I again explain the whole situation to her. She attempts to process the payment of {$4800.00} from ***** ( Account XXXX ) without success. She informs me that there is no way to force the process because the balance on the Apple Card is less than the amount we are trying to process against the bank. 
At this point the supervisor informs me that because we have been trying to resolve these issues through the weekend and not through regular banking hours that there is nothing more that we can do. She added notes about our call and suggests that I call ******* Bank in the morning during regular hours to stop payment on the bad transaction. She says that we will be unable to process a correct payment until the bad payment is cancelled in the next few days. She assures me that any interest charged will be reversed because we have a record that we have been trying to resolve this issue before the payment deadline. 

At XXXX AM XXXX ( XXXX AM XXXX ) XX/XX/XXXX I called ******* Bank to stop payment on the erroneous transaction for Apple Card XXXX Goldman Sachs ) ( duration 14 minutes ). I spoke with a female teller who helps me with the stop payment. She waives the usual {$14.00} stop payment fee. 
At XXXX PM XXXX ( XXXX PM XXXX ) XX/XX/XXXX The payment from XXXX XXXX finally drops off Apple Card ( Goldman Sachs ). An Interest Charge ( {$72.00} ) immediately shows up on the Apple Card ( Goldman Sachs ). 

At XXXX PM XXXX XX/XX/XXXX ( XXXX AM XXXX XX/XX/XXXX ) I called Apple Card ( Goldman Sachs ) through the Apple XXXX app ( duration 26 minutes ). The female agent was able to process the {$4800.00} payment against **** ( Account XXXX ). I requested that the {$72.00} interest charge be reversed as promised. To my dismay the female agent told me that she could only credit me {$25.00} as a courtesy. I immediately asked to speak with a supervisor to see about a refund of the whole interest amount. The female supervisor explained that she was only able to credit the same small amount but suggested that I could call back in the morning during regular banking hours and request to speak to a supervisor directly. 

At XXXX AM XXXX ( XXXX PM XXXX ) XX/XX/XXXX I called Apple Card ( Goldman Sachs ) through the Apple XXXX app ( duration 8 minutes ). I asked to speak with a supervisor directly. A female supervisor explained that she could not override the limit on the amount of credit that could be reimbursed. She did, however, offer to create a dispute that would be answered within 10 days. I consented to submit the dispute hoping for a positive resolution. 

At XXXX AM MDT ( XXXX PM XXXX ) XX/XX/XXXX I received an incoming phone call from Apple Card ( Goldman Sachs ) ( duration 5 minutes ). I can not recall the details of this phone call. This may have been a followup to verify details of the complaint about interest charges. 

At XXXX AM XXXX ( XXXX AM XXXX ) XX/XX/XXXX an email from Apple Card Support ( Goldman Sachs ) arrived on my computer. I did not notice or open this email until the afternoon of XX/XX/XXXX. The content of this email is that my request for refund the {$72.00} interest charge is denied. 

At XXXX PM XXXX ( XXXX PM XXXX ) XX/XX/XXXX XXXX began an online chat with Apple Specialist XXXX through a link in the denial email. I asked him to please connect me with a XXXX which he arranges. The supervisor, XXXX, has initiated another dispute for the interest charge. She says that it has been escalated up the ladder to the complaint department. 

At XXXX AM XXXX ( XXXX AM XXXX ) XX/XX/XXXX an Email from Apple Card denying my new claim arrives in email. At approximately XXXX PM XXXX ( XXXX PM XXXX ) XX/XX/XXXX I read the email stating denial of claim to remove interest charges. 

At XXXX PM XXXX ( XXXX PM XXXX ) XX/XX/XXXX I called Apple Card ( Goldman Sachs ) through the link in the email ( duration 32 minutes ). I asked the female agent to let me speak with a Senior Manager. She was glad to transfer me to a supervisor. I explained details of my transactions to the supervisor and asked to be transferred to a Senior Manager. The Supervisor told me that she would try to get me connected with someone in the XXXX Department. 
XXXX, the Apple Card Specialist for disputes, spoke with me at length about the issues I had in trying to make a proper payment for the statement balance before the deadline. I told her that I called and spoke with three different specialists and at least one supervisor at Apple Card ( Goldman Sachs ) before the XXXX PM XXXX deadline on XX/XX/XXXX. 
I told her that the supervisor on the last call that I made assured me that once we had resolved the payment issues and made the proper payment any interest charge would be reversed and that there would be no negative affect on my credit score. XXXX assured me that she would submit the dispute again with updated notes and told me that I should receive an email inviting me to submit more information. 

At XXXX AM XXXX ( XXXX AM XXXX ) XX/XX/XXXX an email from Apple Card ( Goldman Sachs ) arrived. At XXXX AM XXXX ( XXXX PM XXXX ) XX/XX/XXXX I read the email from Apple Card which again denied my claim to refund the {$72.00} interest charge. 

At XXXX AM XXXX ( XXXX PM XXXX ) XX/XX/XXXX I called Apple Card XXXX Goldman Sachs ) through the link in the most recent email ( duration 26 minutes ). I asked the female agent to speak to a senior manager and not a supervisor regarding the disputed interest charge of {$72.00}, however I was told that I could only be transferred to a supervisor. The supervisor, XXXX, came on the phone. I explained again how I had tried three times through phone calls with Apple to process a proper payment before the midnight deadline on XX/XX/XXXX. I make clear that in each case the specialist and even the supervisor were unable to process the payment because the bad payment was blocking their efforts Goldman Sachs ' systems were preventing us from processing a payment that would keep our account from becoming delinquent. 
I requested again that I be able to speak with a senior manager who would have the authority to remove the entire interest charge that was applied because of the failure in Apples ( Goldman Sachs ' ) system to allow a second payment of sufficient amount and on the right bank account to process. XXXX suggested that the escalation she was making might not have any different results than the requests that I had already made. I let her know that I am frustrated in not being able to speak with a senior manager and that these complaints are like being on a merry-go-round where I make a complaint, it is reviewed and then denied. I then make another complaint which is reviewed and then denied. I expressed my feeling that we are in a contest where I can only win if Apple ( Goldman Sachs ) gets tired and gives in. She assured me that she would put in the complaint that I have requested to speak with a senior manager and expressed hope that someone would call me. 

At this point I am beyond hope. My only request is to remove the {$72.00} interest charge and be certain that there is no negative impact on my credit score. How hard can it be?

Company response to consumer: Closed with explanation