Consumer complaint received 2024-02-16
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: GOLDMAN SACHS BANK USA (TX)

On XX/XX/XXXX, I noticed that I was charged interest on my credit card statement and did not understand where the interest charge was coming from so I printed out all the statements to try and figure out where the charges were coming from on the statements. Upon review, I still could not figure out where the charges were being calculated so I contacted Apple Card Support. I was informed by the specialist the charges were trailing interest from a payment that was not made on XX/XX/XXXX. A payment was attempted to be drafted from my checking account in the amount of {$1400.00} but this draft failed due to insufficient funds. I had failed to transfer money to this account to cover this draft. I was notified on XX/XX/XXXX of the failed draft. I transferred the funds to this account and initiated the draft again on XX/XX/XXXX, which was a successful payment and the account was now paid in full. My payment due XX/XX/XXXX in the amount of {$1300.00} was drafted on XX/XX/XXXX and it posted to my account, which paid that balance in full. I received my XX/XX/XXXX statement there was two interest charges labeled as follows : : Interest charge from prior cycles {$49.00} Interest charge {$56.00} Total Interest for this month {$100.00} My account was drafted on XX/XX/XXXX in the amount of {$1700.00} which paid the balance in full. Then when my XX/XX/XXXX statement was generated and it shows : Interest charge {$40.00} I explained this to customer service and she told me she was unsure so this had to be escalated to a higher level. She submitted the request for me and said they would contact me once it was resolved. I received an email on XX/XX/XXXX from Apply Support stating there was no errors found on the interest charges. I called Apple Support again and was told this was trailing interest. Went through the entire process again and then was told I would need to speak with a Supervisor. I was transferred and spoke with a a lady who explained trailing interest again and once again upon review she could not figure out the interest so she said it had to be escalated. I requested that a phone call be made to me regarding these charges so I could understand exactly what balances were being charged for interest. 

I received another email stating there was no errors found. I called Apple Support again and was told about trailing interest and then was transferred to a supervisor. I spoek with a gentleman who explained trailing interest again to me and then once he looked into the charges could not figure it out either so said he would have to send a request in for them to look into it further. I requested that a phone call be made to me regarding these charges so I could understand exactly what balances were being charged for interest. 

I immediately called Apple Support and explained no one called me. I spoke with a specialist once again who told me it was trailing interest. I told her I understand trailing interest, which in turn she told me that I did not understand trailing interest. I asked to speak with a supervisor. The supervisor got on the phone and I told her I needed a phone call about this matter and did not want to go through trailing interest once again. She hung up on me. I called back immediately and asked for a supervisor but not the one I had just spoken with. The supervisor took at all the notes and told me she could only escalate the matter but could do nothing more at this time. 

I received an email two days later stating they attempted to reach me but could not reach me She told me the message stated that I did not answer and I had no voicemail set up. I explained that my phone never rang and that I have had voicemail set up on my phone since I have had this line since XXXX. She apologized and looked into the interest charges again and once again I was told they could not figure it out so they would have to escalate this matter. Once again, I requested a phone call to discuss this matter. I received an email on Tuesday XX/XX/XXXX stating there was no error found on the interest charge. 

Later that evening I was contacted by Apple Support concerning the escalation. She told me it was trialing interest again and once I inquired about where the trailing interest was being calculated, I was placed on hold and she returned to the call and told me she was unsure where the interest was being charged and would have to escalate this once again. I asked that I please receive a breakdown on all the interest charges. She assured me this would happen and I would receive a phone call. I received another email today Friday XX/XX/XXXX, stating there was no error found once again but I still can not get a breakdown on the balances the interest is being charged on for this account. 

I do not know what else I can do to try and get this resolved but to file a complaint in hopes this is resolved. I have spent hours on the phone with Apple Support requesting information and I can not seem to get this matter resolved. Like I explained to them, I understand I am being charged interest for the past due balance from XX/XX/XXXX to XX/XX/XXXX and am not asking for this interest to be waived. I owe this interest on the card. I need to know where the other interest amounts are being calculated. Below is a time line of my phone call with Apple Support and I have attached all the emails that I have received from Apple. 

XX/XX/XXXX XXXX XXXX  19 minutes XX/XX/XXXX XXXX XXXX  XXXX hour XXXX minutes XX/XX/XXXX XXXX XXXX  XXXX minutes XX/XX/XXXX XXXX XXXX  XXXX minutes XX/XX/XXXX XXXX XXXX  XXXX minutes XX/XX/XXXX XXXX XXXX  XXXX minutes XX/XX/XXXX XXXX XXXX  XXXX minutes Kind Regards, XXXX XXXX