Consumer complaint received 2022-09-16
Company: GOLDMAN SACHS BANK USA
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
This was previously closed claiming " we have investigated and found that the payment was stopped by the users bank '', I have provided documentation SHOWING this was NOT stopped by my financial institution. Apple XXXX Goldman Sachs can also 3 way call myself and my financial institution at ANY TIME to further verify this in person. I am absolutely disgusted with the response from Apple Card where they state they " did a thorough investigation '' yet can not even look at the documentation provided. 

XX/XX/XXXX - AppleCard first rejects my auto payment from ACH/Bank card transfer of {$55.00} The following dates are dates of the further attempts and amounts : XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX ( Again ) - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX After 12+ hours and 20+ representatives combined on the phone a manager recommends trying to add money to XXXXXXXX XXXX with my card then try paying with XXXXXXXX XXXX This worked and a payment of {$650.00} was successfully made on XX/XX/XXXX. On XX/XX/XXXX another ACH/Bank card transfer of XXXX was attempted in an attempt to see if the issue was resolved. It has not been resolved and rejected it again. Every payment since XXXX, XXXX has been made manually through transfer to apple cash and then transfer to the apple card. The following is the letter sent via certified mail to Goldman Sachs and Apples headquarters on XX/XX/XXXX, so all this information was accurate at the time of the letter but more calls were made after that point : ==================== START LETTER ========================== Steps taken in an attempt to make a payment to Apple GS Bank Card. - Over 9 hours on the phone with customer service, customer service supervisors. - Attempted payments ranging from {$55.00} to {$900.00} on 14 separate occasions - Requested call back and filed a complaint with a service rep on 3 separate instances. Call back was never received. - Removed and re-entered payment information - Removed and updated billing information - Over 3 combined hours on the phone with payment bank customer service - Requested trace number to trace transaction, none provided that bank could find - Inquired about possible auto-pay directly to GS Bank via XXXX XXXX XXXX was told this is not an option - Informed on 2 separate occasions a transaction dispute would be filed so it wouldnt go to my credit - Inquired about any other possible payment methods OUTSIDE OF creating another bank account, no options provided - Spoke with manager at Goldman Sachs corporate office , said a call back would occur, no callback ever occured - Requested collections statement be removed as this is a disputed transaction, informed this will not be removed - Discussed options with a licensed attorney - Filed a complaint with consumerfinance.gov - Opened a dispute with credit bureaus, they reached out to Apple/Goldman Sach who said it was reported accurately - Sent this letter to GS Bank Corporate, and XXXX XXXX locations ======================== END LETTER =================== I have a XXXX XXXX XXXX XXXX XXXX XXXX where my credit must be in good standing that this affects. I have been denied a credit card, and denied low rate refinancing, and have a high interest rate on my current auto loan due to to recent serious delinquency, to many serious delinquencies, to many serious delinquencys, whereas apple is my ONLY delinquency listed on my credit report. I have filed disputes with all credit bureaus, and Apple twice ( currently a 3rd one is open ), every dispute has been returned that Apple assures information was reported accurately and credit report will not be changed. I will be attaching the document showing my bank DID NOT decline any payments, theres no stop payment and that it was on Goldmans Sachs end. Credit reporting IS NOT accurate if their payment system is faulty and will not accept the several attempted payments. To this day if I try a direct payment through my bank/debit card it STILL declines my payments. I must add money to XXXX XXXX, then use the XXXX XXXX to pay my Apple Card for it to work ( I wasnt told about this work around until after 2 months of the system refusing my payment ) I have included XXXX and XXXX on my report because when I try to dispute with them all they do is reach out to XXXX and ask if they reported correctly. They do not even allow me to submit ANY documents or anything. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation