Consumer complaint received 2021-11-14
Company: GOLDMAN SACHS BANK USA
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I opened my Apple Credit Card account on XXXX XXXX, I was able to use the card through my digital wallet account until receiving the physical card on XXXX XXXX. While having the for only a few weeks I made 2 early payments on my account using my bank account. On XXXX XXXX I contacted Apple about my first billing statement and payment and was advised on how to set up the payment in advance for my billing date of XXXX XXXX. On XXXX XXXX my payment was processed for the full amount owed, using the same bank account previously linked to the account. On XX/XX/2021 at XXXX, a notification was sent to me through Apple about my payment being declined by my bank. I immediately called my bank and they informed that No payment was declined nor attempted by Goldman Sachs or Apple. Upon receiving this information from my bank I contacted Apple and Goldman Sachs to get clarity and an explanation on this issue. Apple explained to me that the account was unlinked and deleted and the payment was reversed. Apple also explained to me that I would have to contact Goldman Sachs directly because the payment account was deleted on their end. Upon contacting Goldman Sachs, no resolve nor clear explanation was given as to why the account was deleted. I then set up the exact same payment account on my phone and it was processed the same day, XXXX XXXX. This was all very unusual because according to Goldman Sachs and Apple the account was not able to be verified and that was the reason the payment was reversed. Yet that same morning I was able to use the exact same banking account and information to process the second payment to Goldman Sachs which was approved and processed. I was able to verify with my bank that the payment had been released to Goldman Sachs by XX/XX/2021. On XX/XX/XXXX and XXXX, 2021, I attempted to use my Apple credit card and it was declined. When I contacted Apple support about this matter I was told that the payment was being held and would be released by XX/XX/2021. I also spoke with Apple and Goldman Sachs about the misinformation being reported to the credit card bureaus. I was told that a dispute will be opened to review the inaccurate information being submitted to the three major credit bureaus. I spoke with two Goldman Sachs representatives that day and was given two completely different reasons as to why information was being incorrectly reported. On XX/XX/2021, I contacted Apple support again because the payment had not been released. I was then told by Apple support that my account was being locked due to security reasons and that they had to confirm attempted transactions on the card. The transactions that they looked to confirm were from XXXX and XXXX, several weeks prior, this was very unusual to me as to why they waited so long to verify these transactions and to tell me that my account was being reviewed for security fraud. After speaking with Apple I then called Goldman Sachs directly, I was then told more information about my account that did not align with what I was previously told. The representative told me my account was being held due to them previously unlinking my bank account and reversing the first payment for XX/XX/2021. The representative then proceeded to unlock the payment that I submitted XX/XX/2021 and told me that it should be released by XX/XX/2021 at the latest. I then requested to speak with the supervisor that could further explain what was going on with this account, as I have never experienced any practices like this with a credit card company. She explained to me that all the information that I had received so far was inaccurate and that she had no way of knowing why the representatives had passed along the wrong information. She herself then became very rude and short with me due to me not understanding why this company had not been able to address the situation correctly. When I told her I wanted to move forward with canceling the card, she told me that she would not be able to do so unless I wanted it to be sent to collections due to a payment being held by them. This credit card company has misled, has withheld and reported in accurate information to not just me but the three major credit bureaus. I believe that this company has unethical practices and should be investigated.

Company response to consumer: Closed with explanation