Consumer complaint received 2026-03-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: GOLDMAN SACHS BANK USA
State: MD

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint regarding a billing dispute and subsequent balance adjustment issue involving my Apple Card issued by Goldman Sachs. On XX/XX/XXXX, I submitted a dispute for a transaction in the amount of {$300.00}. Immediately after submitting the dispute, I observed a balance adjustment transaction in my list of transactions for + {$300.00}. At that time, my card balance was negative {$18.00}. If the provisional credit had actually been applied, my balance should have reflected approximately negative {$320.00}. However, my balance never changed to reflect this credit. I never saw the {$300.00} applied to my available balance. On XX/XX/XXXX, when I noticed that the adjustment transaction did not affect my balance, I contacted Apple Card customer support. I was told that they could see the adjustment on their end, and I was led to believe the credit had been properly applied internally. On XX/XX/XXXX, after the merchant responded and promised to issue a refund directly, I canceled the dispute. At that time, my balance was approximately {$100.00}. When the dispute was canceled, a reversal of the {$300.00} provisional credit was processed. Unlike the original adjustment, this reversal immediately affected my balance, increasing it by {$300.00} and bringing my total balance owed to approximately {$400.00}. In summary : I never received the benefit of the original {$300.00} provisional credit. When the credit was reversed, the {$300.00} was fully applied against my balance as a charge. This resulted in me effectively being charged for a credit I never received. During multiple calls with customer service agents, I was given inconsistent and confusing explanations. On several occasions, representatives referenced internal balance adjustments, stating that my balance had changed from amounts such as approximately {$700.00} to {$400.00}, and similar figures. However, these changes were not consistently reflected in what I could see in my account history. Because I have an XXXX XXXX installment payment plan associated with my Apple Card, I began to suspect that perhaps the {$300.00} provisional credit had been applied toward the installment balance instead of my revolving balance. That would have been the only logical explanation for why I did not see the credit reflected in my available balance. However, during a call on Friday, XX/XX/XXXX, a XXXX firmly stated that the provisional credit had nothing to do with my installment plan. She also raised her voice and told me that I dont comprehend this. If the provisional credit had in fact been applied to the installment plan, that would raise a separate concern : the bank would have unilaterally altered the structure of my installment agreement without my consent. At one point, I observed that the duration of my installment plan appeared to change ( for example, from what I believed was a XXXX structure to approximately 12 months ). If that change was connected to the disputed amount, it was done without my authorization. However, according to the manager, the provisional credit did not affect the installment plan at all. If it did not affect my revolving balance and did not affect my installment balance, then the fundamental question remains : where was the {$300.00} ever applied? I waited for the official statement to be issued before filing this complaint. According to the banks own statement : Transactions : {$2.00} {$9.00} {$300.00} {$23.00} {$110.00} {$14.00} {$56.00} {$1.00} {$4.00} {$0.00} {$10.00} {$9.00} {$9.00} {$100.00} {$19.00} {$12.00} {$30.00} {$5.00} {$5.00} {$4.00} {$30.00} {$6.00} {$30.00} {$52.00} {$43.00} {$9.00} {$11.00} {$7.00} {$4.00} {$17.00} {$0.00} {$1.00} {$22.00} Credits and payments : + {$70.00} + {$56.00} + {$110.00} + {$50.00} + {$300.00} + {$2.00} + {$240.00} + {$280.00} Transactions total : {$980.00} Credits and payments total : {$1100.00} Despite credits and payments exceeding my spending, the statement reflects that I still owe {$260.00}. Based on my review of all transactions, credits, and payments, the account does not mathematically reconcile. I am attaching : My full transaction list All credits and payments as reflected in the Apple Card interface The relevant statement showing the remaining balance I am requesting a full investigation into : Whether the provisional credit of {$300.00} was ever actually applied to my balance. Why the reversal of that credit was applied to my balance if the original credit was never reflected. Whether any portion of the {$300.00} was applied to my installment plan without my consent. A corrected accounting of my balance with a clear, written reconciliation explaining every adjustment. I respectfully request that Goldman Sachs provide a complete and documented explanation of where the {$300.00} was applied and correct any improper charges. Sincerely, XXXX

Company response to consumer: Closed with explanation