Consumer complaint received 2024-01-30
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: GOLDMAN SACHS BANK USA (MA)

XXXX XXXX Balance transfer : XXXX XXXX XXXX to Apple Goldman Sachs XX/XX/XXXX o First balance transfer submitted. 
XX/XX/XXXX o Requested stop XXXX ( stopped payment I put an incomplete address ) XX/XX/XXXX o Submitted balance transfer again before the stop payment was completed. 
o Confirmed the payoff address multiple times. 
XX/XX/XXXX o XXXX  ( XXXX XXXX ) confirmed that the second balance transfer check and been cashed XX/XX/XXXX and cleared. 
o Had XXXX confirm, the address submitted below was correct. 
o XXXX called Apple Card and requested a manager. They told her and inquiry could take up to 15 business days. Reference number XXXX XX/XX/XXXX o XXXX asked XXXX for an update. XXXX informed that XXXX was still working on her ticket. XXXX took them almost two months to respond. XXXX XXXX XX/XX/XXXX XXXX XXXX Balance transfer : XXXX  XXXX XXXX to Apple Goldman Sachs o XXXX and XXXX called Goldman Sachs together and spoke with 2 different associates, XXXX and XXXX, and Supervisor XXXX. They continuously put us on hold and were not able to assist us in any way. We informed them that XXXX had submitted the second balance transfer to Apple Goldman Sachs, to an address that was provided by them. They confirmed that the check was indeed cashed and applied to a XXXX XXXX account. Goldman Sachs admitted to having a number of accounts with XXXX XXXX but could not confirm where they applied the {$4300.00} check and stated they would No longer be looking into this matter.. The supervisor, XXXX, ensured XXXX that she would provide her with an email so XXXX XXXX could be provided with all this documentation. She still has not yet received an email. 
Early XX/XX/XXXX o XXXX opened a new case XXXX. 
o XXXX stated that - It's highly suggested to provide the attached document and what our processor XXXX  provided as source of receipt to Goldman/XXXX XXXXXXXX as proof of payment. If that does not work, we can attempt an affidavit. That's why we strongly suggest either the XXXX  or the cardholder try contacting them again. 
o XXXX has contacted Apple Goldman Sachs numerous times and had no success. 
XX/XX/XXXX o We submitted an Affidavit of Claimant Application per XXXX  request. 
XXXX XXXX o Asked for an update and they stated that they had not received the Affidavit yet. 
o Provided them confirmation it was delivered XX/XX/XXXX. 
o Their response sorry we did receive it, just missed it.. 
XX/XX/XXXX o Requested that this be expedited due to the length of time this has already taken. 
o Their response - This issue can not be expedited because it is up to the Merchant who cashed the check. 
Affidavit of Claimant cases take time to resolve due to waiting for the merchant to decide if they are going to return the money or not. Unfortunately, this process is lengthy. 
XX/XX/XXXX o XXXX contacted Apple Goldman Sachs. Spoke with a supervisor for over an hour but didnt want to open another inquiry because of the 5 previous outcomes. She expressed that she believed the reason the outcome of we return the check on XX/XX/XXXX, was because whoever was looking at the inquiry would only see the {$4300.00} and revert to the original check, completely ignoring the remainder of the inquiry and the fact that there was a second check. 
o After explaining in detail the entire ordeal, the supervisor made a request for a manager to look further into this issue and call XXXX with the outcome. 
o She said that it would take 7-10 days for them to get back to XXXX with a call. 
XX/XX/XXXX o XXXX called Apple Goldman Sachs to ask for an update and spoke with a supervisor XXXX. He expressed concern that they had gone on this long and that Goldman Sachs what treating its card holders in this manner. He looked into what he could and there had not been a change in status, and that they had until Monday XX/XX/XXXX to respond. 
XX/XX/XXXX o XXXX called Apple Goldman Sachs because she still had no heard back about a resolution. She was lucky to get the same supervisor, XXXX. He was concerned that I had not heard back so he investigated. After a short hold he came back and said that their response was No longer be looking into this matter.. XXXX was exceedingly upset at their refusal to make an effort to find a check that they had clearly cashed. 
After over an hour of XXXX looking into different options, he suggested to file a formal complaint. XXXX asked for a copy of the formal complaint, but XXXX said that he had no way of sending it out. Because XXXX XXXX Balance transfer : XXXX XXXX XXXX  to Apple Goldman Sachs this has taken 7 months, and this was a balance transfer ( from the XXXX XXXX XXXX ) XXXX has been paying 13-15 % interest on this money equating in over {$3500.00}. 
o Because of the nature of the complaint XXXX said that XXXX would be contacted within one two business days. 
o XXXX informed XXXX that she would be filing a complaint with the Mass Attorney General and the Consumer Financial Protection Bureau ( CFPB ). 
XX/XX/XXXX ( evening ) o XXXX XXXX received a call from XXXX , a manager at Goldman Sachs Apple . She stated that she had the ability to reach out to more people than the supervisors and would be looking into the issue moving forward and that she would keep XXXX informed. XXXX asked if I had tried to cancel the check, but XXXX replied that you can cancel a cashed check, that it was money out the door. She seemed to disagree and said that it was possible to cancel a cashed check. XXXX stated that considering how long it has taken to get someone to look deeper into this, that wasnt even in the realm of possible solutions. 
XX/XX/XXXX o XXXX called to say that they had not been able to locate the check yet, but they were still looking. 
XX/XX/XXXX o XXXX called again and she said that she had been informed that Goldman Sachs doesnt have XXXX  XXXX accounts, ( which is a contradiction to information I received XX/XX/XXXX about Goldman Sachs having a number of XXXX  XXXX accounts ) and stated that they would no longer be looking into this matter.. Said that I need to open a dispute with XXXXXXXX XXXX  XXXX told her that that had already been done in XXXX I have attached a word document with the same information, BUT it has the images of the check.