Consumer complaint received 2023-05-01 00:00:00
Product: Credit card or prepaid 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:
My name is XXXX XXXX. I don't know why my name is showing as XXXX XXXX. 

I have had the GM Mastercard for over 20 years. During that time with that creditor, I never had a problem with scheduled payments online. Only recently, ( within the last year or so ) the card was changed to Marcus by Goldman Sachs. I haven't used the card much at all. 

On XX/XX/XXXX, I charged a charitable contribution of {$51.00} on the card. On XX/XX/XXXX, I scheduled an online payment of {$51.00} for XX/XX/XXXX to pay the full balance due, one day before the due date. Unlike other credit cards for which I schedule payments online, this card does not provide a confirmation number when the payment is scheduled. I received an email on XX/XX/XXXX, confirming that the payment was scheduled for XX/XX/XXXX and I saved that email as my proof of payment. 

On XX/XX/XXXX I charged {$500.00} and then on XX/XX/XXXX, I charged {$7700.00} for travel to XXXX XXXX. I planned to pay these charges in full before the due date to avoid interest or penalties. I have SEVERAL credit cards, and always schedule payments online on or before the due date. 

On XX/XX/XXXX, I received an email from Marcus that my payment ( which should have been paid on XX/XX/XXXX ) was past due. I called the company immediately and told them that I scheduled the payment online, and that I had an email from them confirming that payment was scheduled. They told me that the payment was cancelled. I never cancelled the payment. Also, I never received any notice from the company that my scheduled payment had been cancelled. 

As a matter of fact, when I went online to see what had transpired, there was no record at all of my original scheduled payment of {$51.00} OR the cancellation. 

On that first phone call ( I believe on ) XX/XX/XXXX, the representatives assured me that all penalties and fees would be credited. They said they could immediately credit {$25.00} of the {$35.00} interest fee ; however, they would certainly get a full refund to me for the full {$35.00} interest. A review of the recorded conversation will prove this to be true. 

To verify that the full interest of {$35.00} was credited, I went online again, as I felt that I could no longer trust Marcus by Goldman Sachs to handle my scheduled online payments. At that time, the rep told me that they could not credit my full interest charge, as it is there policy. I was furious, since I never canceled my payment, and I indicated to them that I think the credit card was participating in fraudulent activites. Why did I not receive any confirmation that my {$51.00} was canceled. As of today, I have paid my entire balance with Marcus by Goldman Sachs. Here is the remedy I am seeking : 1 ) I want a full credit for the interest charged to my account -- every XXXX. I do not feel I should pay {$10.00} when I scheduled the payment online and it was cancelled through no fault of my own. 
2 ) I want assurances that there will be no future interest or penalties charged to my account for the money I have now paid in full. 
3 ) I want to review the recording of the initial call I made to them on XX/XX/XXXX when the representative told me that all would be credited. The company has advised that they can not provide me with that recorded call. 
4 ) I want an apology from the credit card company and a full explanation as to how the cancellation happened. 

Marcus by Goldman Sachs seems to be engaging in a scheme to charge people interest. I believe that either the cancellation of my {$51.00} was the result of a hack to their system or that the company intentionally cancelled that payment so as to incur interest on my balance. 

Most seniors on a fixed income would not be able to pay an entire multi-thousand dollar balance in full. They would likely be saddled with additional interest charges that would mount on their revolving balance, starting with the ( fraudulently ) canceled payment of {$51.00}. This may be a scheme to take advantage of senior citizens. 

I challenge you to look at my record -- check out my credit rating. I pay my credit cards in full monthly. Why would I cancel a payment to Marcus by Goldman Sachs when I had such a large balance on that card for the first time ever? 

I am seeking justice in this situation.

Company response to consumer: Closed with explanation