Consumer complaint received 2024-01-27
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: GOLDMAN SACHS BANK USA (WI)

Re : Apple Credit Card/Apple Pay Apple ID : XXXX Apple phone XXXX : XXXX I have a Apple Credit Card that has been issued by your Bank and have been a loyal customer since XX/XX/XXXX. Yesterday, I was involved in a serious mishandling by several of your employees at your Call Center regarding my card. 

I went to XXXX  to purchase some items around XXXX, since I know that they accept the Apple Pay/Apple Credit Card and when I went to attempt to pay for my items, my transaction was declined and then I was told to contact my credit card company to see what happened. 

ISSUE # 1- I previously did a transaction at XXXX for {$500.00}, which I had available credit on the card for {$5000.00} and there was enough credit on my account to do this. I was told that this issue was resolved and that I should be able to use my card again to purchase items. 

ISSUE # 2- I went to XXXX to use my Apple Credit Card to purchase some items. My Apple Credit Card/Apple Pay was declined and I was told to contact my bank. This was very embarrassing to have this happen with a store full of people and not having the ability to use my own credit card that had funds available on it. 

XXXX I contacted Goldman Sachs Bank USS and spoke with XXXX, who is the Apple Card specialist and she attempted to figure out what was happening with my declined transaction. She ad vised that I should go into my XXXX XXXX on my phone to clear up the transaction, which I did do. She also advised that my account was under review and was unable to provide any other information, despite me requesting the additional information. She said that she could not provide me the specific timeframe on thee issue but that the team reviewing this works hard every day to assist the customers. XXXX also explained that the transaction was declined due to unusual spending on the account and that the system had flagged it. She also said that I had a restriction now on my account and that I should see the completion of the review in my Wallet. 

When I asked for additional information about my account, I was told absolutely nothing by your Account Specialists at Goldman Sachs Bank and that someone in a different department was handling my case and it should be resolved shortly. 

I contacted several other Account Specialists to find out the status of the review and I got absolutely no where and the response that I got was generic and it seemed like your Account Specialists were speaking from a template that you gave them to use with unhappy customers. 

XXXX I spoke with another Account Specialist who said that my account was under review for verification purposes and that we currently do not have an estimated time fram for reviews as it can vary on a case-by-case basis. Once the review has been completed you will receive a notification. This is now the second excuse that I have received from an Account Specialist at Goldman Sachs -- - the first excuse was the restriction was placed on my account and now the second excuse was about a verification was placed on my account. 

XXXX I spoke with XXXX, an Apple Card Supervisor and she went ahead and reviewed my declined transaction. She sent me a one time password and I provided the password to her so she can further review my case. 

XXXX XXXX reviewed the transaction and verified it and she said the following you are all set. You should not have any issues. I asked her specifically if I went to a store and used Apple Pay/Apple Credit Card that I should be able to pay. I was relieved that the issue from earlier in the day had been resolved. 

ISSUE # 3- XXXX I went to XXXX to attempt to use my Apple Pay/Apple Credit Card to purchase the items needed and once again, I had issues with the card and was told to contact the card insurer. My transaction was put on hold and I reached out to Goldman Sachs Bank and asked to speak to a Manager since all of the Account Specialists did nothing to help with my issue that I have been working on for the past several of hours. 

I spoke with XXXX who is a Supervisor at Goldman Sachs Bank and he asked if I received a notification in my Wallet and I said that I have received absolutely nothing about verifying my transaction that I just attempted to complete at Target. He then left the conversation without figuring out what my issue was. 

XXXX I was then transferred to XXXX, who is an Apple Car Supervisor at Goldman Sachs Bank and she proceeded to review my account and see what was going on. She told me that the declined attempts have caused a review to be opened on the account. We apologize for the inconvenience. To ensure the security of your account, your account is currently under review. If there is any additional information needed, someone will be in contact. You should see a change in status within the next 5 business days. 

XXXX also told me that the first security concerns were cleared and then a review was opened due to the declines. We werent able to work these reviews. Also this is the last point of contact. The issue has been escalated with a complaint to have a manager take a look into the issue and reach back out via phone call. She also told me that these escalations are worked on a case by case basis and the time frame can be from XXXX days. 

I do not understand XXXX and her reasoning. There was one declined transaction of {$200.00} that was attempted at XXXX and only one decline. The previous issue that XXXX took care of from earlier in the day ( around XXXX and cleared up at XXXX ), should have been completed. I asked XXXX about filing a formal complaint and she left the conversation with me and I never had a resolution. 

XXXX I reached out again to try and figure out what was happening with my Apple Credit Card/Apple Pay through Goldman Sachs and I spoke with XXXX, who is an Apple Card Servicing Supervisor at Goldman Sachs. He reviewed my account and provided me with the contact information on how to file a formal complaint with Goldman Sachs. 

He told me the following : I reviewed everything including all the notes on the account. I see that the account is placed on hold because of a transaction being marked as fraud like you previously mentioned. I also reach that the system automatically made this happen. I asked him about the one transaction that was made at XXXX at XXXX and he said One transaction shouldnt have this happen. Three times would be too much. 

ISSUE # XXXX As of XXXX, XX/XX/XXXX, at XXXX, I still have not heard back from anyone at Goldman Sachs Bank USA XXXX My XXXX XXXX does not show any notifications or status changes, so once again, I am without the Credit Card to use. I am lodging this formal complaint to Goldman Sachs Bank USA, but I am also going to be contacting other Federal organizations since the handling of my credit card at Goldman Sachs is absolutely disgusting and no other customer should have to face this type of outrageous behavior by a Bank.