Consumer complaint received 2021-03-23
Company: GOLDMAN SACHS BANK USA
State: NV
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:
In XX/XX/XXXX, XXXX setup an automatic payment for my Applecard with Goldman-Sachs. I mistakenly set it up for the full amount XXXX {$2200.00} XXXX instead of the minimum. Within hours of doing this I caught my mistake and called GS to remove the payment. The associate I spoke to said this would be no problem, he would delete the payment and it would be like it never happened. I made my minimum payment and thought everything was fine. 
A couple days later I see a credit in my account for the entire balance of my Applecard from GS. Before I could call to verify what happened, it was removed from my account via ACH withdrawal 3 days later. This left me overdrawn in my banking account. 
I called GS immediately and asked what happened. I was told someone would get back to me in 10 business days. I asked for an internal ticket number or confirmation number, something to tell me this was raised as an issue in their system. I was told no such number exists for them and to be patient. 
No one called. I called back XX/XX/XXXX and was told they would enter a statement dispute for me, which needed to be reviewed by a speciality team of managers and could take up to 30 but would reflect by the time of my next statement. I asked to speak to a supervisor. This supervisor XXXX XXXX XXXX advised that a payment dispute would instead be done, since my account got hit twice with the same reversal. I was told I would receive an email within 10 days of final decisions. XXXX also confirmed for me that no one had yet looked at my previous dispute. 
No contact was made to me so I followed up on XX/XX/XXXX. I asked to speak with a supervisor immediately. This supervisor XXXX XXXX XXXX confirmed that my payment dispute had been rejected, as no error occurred. XXXX told me to expect a manager to reach out to me within 10 days and he created another dispute for me, just to advise the payment dispute team with what happened. 
I followed up on XX/XX/XXXX. The associate ( XXXX ) let me know that the payment dispute was again rejected and closed. I asked her what next steps I could take and she advised me to dispute with my bank. 
I followed up on XX/XX/XXXX via text. The associate advised me that my XX/XX/XXXX dispute was actually still open. I asked to be escalated to a supervisor. This supervisor XXXX XXXX XXXX confirmed that the dispute was still open but took no other actions. 
I followed up on XX/XX/XXXX and spoke with XXXX, who requested a callback for me from the payment dispute team. I never heard from anyone. 
I followed up on XX/XX/XXXX and spoke to XXXX. She offered me a statement dispute, which I declined since both a statement and payment dispute had been done previously without a resolution. After XXXX spoke to her supervisor separately, she told me she would open a level XXXX which meant a supervisor would be reviewing my account from XXXX to now and get back to me. When I asked for a timeline for this review, she said two billing cycles. I asked if there was anyone else I can escalate to for a faster review and was advised there wasnt. 
At this point I have been paying double my previous minimum payment amount, accrued interest on a charge I should not have, and taken a large hit to my credit score.

Company response to consumer: Closed with explanation