Consumer complaint received 2023-07-16
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: GOLDMAN SACHS BANK USA (NY)

Complaint:
On XX/XX/2023, I upgraded to the XXXX XXXX XXXX ( Order # XXXX ) through the XXXX online store. I was driven to this by the rapidly depleting battery of my previous XXXX XXXX XXXX XXXX, especially given my ongoing health issues. The new phone was financed via Goldman Sachs Apple Card 0 % APR offer, and after a trade-in value of {$440.00} on my old device, I was left with an installment balance of {$550.00}. 

Around XXXX, my health condition worsened with unpredictable spikes in my XXXX XXXX, often reaching hazardous levels of XXXX. The doctors, however, were unable to diagnose the problem or provide conventional treatment due to my XXXX  condition. This left me reliant on XXXX, while vigilantly monitoring my XXXX XXXX at home. 

Fast forward to XX/XX/XXXX, the new phone arrived at my doorstep. However, its battery would only charge up to 30 % despite being plugged in overnight. This became critical on XX/XX/XXXX when I was rushed to the hospital due to another XXXX emergency, and my phone battery, despite being charged, dwindled to a mere 19 % after four hours more charging at the hospital. 

Upon my return from the hospital on XX/XX/XXXX, I reached out to XXXX 's customer service for assistance. After speaking with three representatives and explaining my predicament - living alone and needing a reliable device for emergencies - I was disappointed to learn they couldn't expedite a replacement. Despite living near an XXXX Store and having received same-day deliveries in the past, they suggested I call the store directly for any possibility of expedited service. 

Following the advice of the customer service, I reached out to the local XXXX Store and spoke with the manager, XXXX. She informed me that I received a 'dead ' phone, i.e., a device with a non-functioning battery. My only option, she said, was to purchase another XXXX XXXX XXXX under the same financing conditions ( through Goldman Sachs Apple Card 's 0 % APR offer, with a trade-in value of {$440.00} and an installment balance of {$550.00} ), with a new order number, XXXX. XXXX assured me that a box would be dispatched to return the defective phone, and that the first phone 's installment loan would be removed from my Apple Card once they received it. However, the replacement couldn't be delivered until XX/XX/XXXX. 

On XX/XX/XXXX, I dispatched both my old phone and the faulty XXXX XXXX XXXX in separate XXXX XXXX boxes. Unfortunately, XXXX had mistakenly sent me a trade-in box instead of a return box. As a result, both my phones ended up at the trade-in facility. Despite this, my Apple Card still reflected two installment loans for both phones after two weeks. Meanwhile, I started receiving contradictory emails : some confirmed the receipt of both phones at XXXX, while others claimed the received device didn't match the description of my trade-in. 

When I attempted to rectify this confusion with XXXX, she was unreachable. My emails went unanswered, and customer service didn't provide any resolution, even when I called from my hospital bed in early XXXX. In the midst of this chaos, the trade-in department charged my Apple Card {$440.00} to cancel my trade-in. 

Finally, on XX/XX/XXXX, a senior manager at XXXX XXXX, XXXX, managed to piece together the situation. She retrieved the defective phone from the trade-in department, refunded the {$440.00} charge, reversed the additional tax charges, and sent the money to GS Apple Card to clear off the second installment. Attached are the screenshots of these transactions. 

However, the saga didn't end there. On XX/XX/XXXX, the second installment was finally removed from my Apple Card. But just around XX/XX/XXXX, Goldman Sachs Apple Card erroneously reapplied the second installment to my account, resulting in charges for two {$550.00} installments, despite having only one phone. 

Adding to the confusion, Goldman Sachs increased my credit card balance by {$550.00} in addition to reinstating the second installment. I reached out to XXXX XXXX, explaining the latest issue. After reviewing their records, XXXX confirmed that there should only be one installment, provided me with a credit transaction code ( XXXX XXXX ), and instructed me to call GS Apple Card. 

This code, they said, would compel GS to adhere to federal law by removing the second installment, refunding any payments made on it, and refunding the associated taxes. However, despite my efforts to rectify the situation, and after more than five calls to Apple Card, they stubbornly refused to remove the second installment. They argued that since XXXX had already issued a refund, it meant I had lost my case in any dispute over the second installment. It made no sense. They seemed unable to comprehend that charging two installments of {$550.00} for a single phone was a mistake. XXXX XXXX even contacted them while I was on the line to reiterate that they had received the faulty device and had only one installment loan on their records for me. XXXX twice requested Apple Card remove the installment and comply with the transaction code. 

Despite all the efforts to rectify the situation, Apple Card remained unyielding, failing to acknowledge the mistake when Goldman Sachs Apple Card reinstated the second installment on my card. I bought and own one phone. Even XXXX has told Apple Card I only have one installment loan. Why cant they understand that they are charging me for two phones? And any refund by XXXX is wiped out by them restoring the second installment loan. 

I can't overstate how much this situation has affected me, and I'm in dire need of assistance. I'm truly grateful for any help you can extend, and I thank you in advance for your attention to this matter. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation