Consumer complaint received 2025-05-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: GOLDMAN SACHS BANK USA
State: AZ

Complaint narrative:
On XX/XX/XXXX, I opened my credit card statement to find an incredibly high balance that I had not charged. I reviewed my statement and found that on XX/XX/XXXX, the company had rejected both my XXXX and XXXX payments. As a result, they assessed interest fees and penalties, claiming I hadn't paid my card bill in two months.Neither of these rejections appeared on my statement before XX/XX/XXXX. 

I contacted the company, and they stated that they had rejected my payment because I wasn't the authorized account holder on the account from which I had paid. I told them I was, and they verified that I was. They said it must have been a glitch, reversed only SOME of the fees, and had me pay again. I received confirmation of payment, just as I had with the previous payments that were rejected. The next day, I checked my account, and they had once again rejected the payment. I contacted them again, and this time they said that it was rejected for insufficient funds. The balance on the card was {$2400.00} ; the account I was paying from had a balance of over {$6000.00}. I explained this to them, and they once again said it must be a glitch and to make payment again. I made the payment for the third time, got my confirmation email for the third time, and once again, the payment was rejected. 

At this point, I insisted on speaking to someone over the phone since their text-based customer service was not helping. I called the number provided and was passed around to numerous people before being sent to the collections department. I explained the issue I was having to the woman. She responded by asking why I stopped making my payments, as if I hadn't just explained to her that I have made multiple payments and their system is rejecting them. At this point, she told me that I needed to pay up immediately or else they were going to report me to the credit bureau. Again, I explained that I AM paying and they are not accepting the money. She continued to accuse me of dodging debt and reminded me that I didn't want to have this affect my credit score because " that's very important. '' At this point, I asked her if she could see both the accounts I was calling about, as they are both with Goldman Sachs. She told me she could see them both, so I asked her to read aloud the dollar amount in the account I was paying from, since they insisted I had insufficient funds. She dodged the question for a while and then finally admitted she couldn't see the accounts and was lying to me. At that point, she said that Goldman Sachs actually just doesn't want me using money from that account to pay my credit card balance. Something I had not been told before. 

At this point, I have pulled all my money from this bank and paid the card balance. However, I want the fees and interest refunded to me since I was never late in making a payment, and it was rather their games that caused this entire issue.

Company response to consumer: Closed with monetary relief