Consumer complaint received 2022-02-25
Company: GOLDMAN SACHS BANK USA
State: MI
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:
Hi, I made a payment to Goldman Sachs, who houses the Apple Credit Card, on XX/XX/2022. I was in the process of switching my checking account and I used the wrong account to pay my bill that day. 

I realized either that same day or the next day, XX/XX/2022, that I had used the wrong account number ( that account had {$0.00} ) in it. I quickly reach out to Apple Card and explained that I would like to cancel that payment, if it was not too late to do so, and resubmit my payment with the correct information. 

I resubmitted my payment of {$1800.00} on XX/XX/2022 ; however, it may have posted on XX/XX/2022. 

I saw that my card had, and still has, the exact same amount I paid of {$1800.00} listed as a balance adjustment, which essentially means they added that same amount to my overall balance, which I now have to pay interest on. 

I reached out multiple times to Apple Card to figure out how to remove the balance adjustment as they received the funds from the correct account. One person I spoke with along this journey told me the balance adjustment was a courtesy to me until my payment could be settled, and that it should drop off in a few days. 

I waited the few days and I still see that my payment showed as posted on their app and that the money was indeed debited from the correct account but the balance adjustment still reflected on my account. 

I reached out once again once a few days had passed, mainly just waiting to see if my balance would be adjusted automatically, but this was not the case. But I called and got to speak to a manager this time. Th gist of that conversation is as follows : I pleaded for the {$1800.00} BALANCE on my account, which I have paid, to please be removed from my ledger to reflect my true balance, which should be close to {$690.00} ( or something like that ). The manager told me that the balance adjustment is a courtesy to me. I do not find that this is a courtesy ; Im paying 15.99 % APR on a balance amount they have confirmed Ive paid, but they fail to remove the adjustment. I was told, in a roundabout way, that since I had cancelled a payment that this is the protocol. I kindly explained to the manager i spoke with that had I known me cancelling a payment would invoke this slew of processes that I would have ultimately waited for the banks to just sort it out and I wouldve resubmitted it in a few days. She even acknowledged that this is confusing and she is aware it doesnt make any sense but this is their process for when these events happen. 

My credit limit has been increased two times, both without my consent, while this ordeal is still being sorted out. It got raised on/around XX/XX/2022 and then I get notified that today, XX/XX/2022, it has been raised again. 

I would like to launch a formal investigation into Goldman Sachs/Apple Card . I feel that since I resubmitted the payment and it has posted that I no longer need the courtesy on my account. 

I am unsure of the date I opened the payment dispute, but I believe it has been at least two weeks since I opened up my initial balance dispute and have gotten no response, only a credit limit increase. 

I hope this is enough information; please let me know if I need to provide any further details. I uploaded screenshots from my bank app showing they have received their money.

Company response to consumer: Closed with explanation