Consumer complaint received 2025-01-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: GOLDMAN SACHS BANK USA
State: MI

Complaint narrative:
This is in Regards to Apple Card -Goldman Sachs . 
I had been frustrated since I was paying big payments and never moving the needle. I felt like my debt and card balance would never go down. I called about five times over XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  no resolution- I wanted to see how to get my interest rate lower- I felt like I was literally working to pay my apple card which was about XXXX to XXXX high. Never got an answer except for me to go past due date and then I would qualify for a hardship. I didn't love that answer. Then I got a hold of an apple card customer representative in early XX/XX/XXXX. She took pity on me and heard me out. Then She made the suggestion for me to close my apple account so interest wouldn't accumulate. I verified - several times with her- no interest would accumulate if I closed my card and I could begin to pay of my balance? She said that is correct. I never heard of that but I said ok. I will take a hit on my credit and close a card with a balance if it won't accumulate interest- then I can pay it off and rebuild credit- since my interest was probably XXXX to XXXX a month. I was making big payment XXXX to a XXXX a month- never getting anywhere closer to pay off- I'm making XXXX a year or so. So she closed the card. Come the beginning of XXXX -- I see on my card interest accumulated when I opened my wallet on my XXXX app. My XXXX dropped. I reached out to apple- and they said I don't know who told you that but interest accumulates if you close your card. I said I am aware- but the Goldman Sachs apple representative assured me it wouldn't if I closed it- I would never have closed my card if I I wasn't advised to by an apple specialist. So a dispute began. No resolution. I called back several times and texted with them - many times. and on XXXX XXXX I spoke to several people and one person told me the best they can do I offer a XXXX gift and reopen my card and manually approve it. I said if you can do all of that. Why can't you at least help me with the interest if I continue to make payments as I was. Then someone said no. Then XX/XX/XXXX, I woke up the next morning and I looked at my wallet app and it said my entire Apple balance was paid. I then chatted apple card customer service- and asked am I dreaming? my whole balance is cancelled? They said yes this is true and congratulations you are very blessed or something to that effect. I said how did this happen I was only looking for help with my interest and more of a resolution to the mistake about me being told by your representative if I close my card interest will not accumulate. They responded congratulations. I'm so happy for you. God is blessing you - something to that effect. Your balance is paid off. I said ok. wow. I was so happy I didn't know if GS or Apple did me a solid for their mistake for the customer service blunder giving me the wrong direction to close my account saying it wouldn't accumulate interest. ( they pulled the call later btw and heard firsthand what I was advised to close my account and given the wrong direction ) I was so grateful and thankful to God. Then a month later. That debt in full shows back up on my wallet in my wallet app on my apple card bill balance. Then I reach out again- hours of disputes and conversations with kind representatives but they never did anything with the disputes. I was so discouraged. I have a closed apple card accumulating interest almost up to XXXX XXXX. I haven't used in almost year. All of this happened because someone from their camp told me wrong information- on their watch - not one actual decision maker has followed up with me it's been a nightmare. now my credit is terrible, and I still have this debt on my shoulders- I would just like to be able pay XXXX or XXXX grand back of it without all the interest accumulating- I have lost hours and hours on the phone with them and texting and emotionally drained. Not to mention that XXXX or XXXX grand was a lot of interest anyways. I was paying on. 
I will email you a link to the correspondence with apple it won't allow to upload the pictures of the texts with them.

Company response to consumer: Closed with explanation