Consumer complaint received 2020-01-13
Company: GOLDMAN SACHS BANK USA
State: NJ
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:
Brief Summary : Apple has been manipulating statement totals for my credit card and has been charging me more than my actual purchases for the last three months. They initially accepted that this was a mistake and will get it rectified but are now ignoring my calls/messages and refusing to even give me a reference number for the issue. They are unwilling to resolve this issue. Seems like an intentional thing they are doing to defraud customers and make money. 

I received an email on XXXX/XXXX/XXXX informing me that Apple card is finally here and I'm invited to apply. The thing that caught my attention was " A new kind of credit card. Created by Apple, not a bank. ". Being an Apple fan for years, I immediately applied trusting Apple. I was approved and the card was immediately added to my mobile wallet while it took a few days for me to receive the physical card. Ever since I received the card, I have only been using the Apple credit card for all my purchases. 

Everything was fine until XX/XX/XXXX. On XX/XX/XXXX, I felt like I was being charged for more than what I'm purchasing so I looked at my transactions in the app and the total amount and was surprised to see that there was a difference in the total! I immediately reached out to customer care through chat to get a clarification but the agent did not understand the issue and was making confusing statements. So I decided to wait until the statement generation date - XX/XX/XXXX so that I can look at the statement and manually calculate the total. Finally when I received the statement I put all the transactions ( both credits and debits ) into an XXXX sheet and calculated the totals - to my utmost surprise there was a {$2.00} difference in the total i.e., the total of the transactions was only {$960.00} while I was charged {$970.00}. I decided to do the same for the previous months statements and realized I was being overcharged for the last 3 months. 

XX/XX/XXXX - Actual : {$960.00}, Statement Total : {$970.00} XX/XX/XXXX - Actual : {$810.00}, Statement Total : {$810.00} XX/XX/XXXX - Actual : XXXX, Statement Total : {$990.00} XX/XX/XXXX and XX/XX/XXXX : Actuals and Statement Totals were matching. 

This is when I was very upset about how Apple is trying to steal money from its customers and immediately reached out to customer care on XX/XX/XXXX to check on this. The first agent looked at everything and said he will have to connect me to a supervisor to provide a solution for this ( I'm assuming the agent realized the miscalculations and didn't want to accept it ). The supervisor accepted that there were mistakes in the statements and said he will raise a ticket to get these charges corrected ( please refer to Screenshot 1 ). And when I asked for a reference number, the supervisor refused to give me one and said it takes 48 hours to generate a ticket number! Which is very strange given every customer care is able to generate a ticket number instantly. I asked the person to at least send me an email acknowledging the issue and they outright refused and said they can not email. 

I waited until XX/XX/XXXX, and reached out through chat again for the ticket number as it has been more than 48 hours but now they tell me that " the case is open it is moved to a different department for review. There is not a number to provide you but you would be notified upon completion '' which is surprising because if they are actually transferring a case then the case must have a reference number. I was not willing to let go of this so I persistently kept asking for a ticket number and the agent just gave me a number " XXXX ''! If there was no ticket number until 5 minutes ago where did this person get this number from and how do I believe this is even a real case number? 

I called up the customer care on the same day to find out what on earth is going on and I kept getting different messages from different people. I spoke to multiple agents and multiple supervisors but none of them did anything. One of the supervisors started saying " this is an issue related to Goldman Sachs and you better talk to them ''. Then why do you keep saying Apple card? Why did you introduce this as  Apple Card? And when I asked him how I could trust Apple card to generate statements accurately even going forward he said if you have a problem you can cancel the card and get some other card! 

It is XX/XX/XXXX today, and I haven't heard anything from Apple and/or Goldman Sachs yet. I strongly believe that Apple and Goldman Sachs are trying to defraud customers like me by manipulating statement totals and making them pay more than what they actually used the card for. Given that this card must be used by millions of customers Apple and Goldman Sachs must be making millions of dollars every month.

Above this, if Apple card can not take responsibility of issues with its card and keeps pushing the blame on to Goldman Sachs why should this card be called Apple Card? And isn't Apple cheating its customers by declaring that this card is from Apple and not a Bank?

Company response to consumer: Closed with explanation