Consumer complaint received 2025-09-26 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: NY

Complaint narrative:
XXXX XXXX XXXX Goldman Sachs Bank USA ( Apple Card Issuer ) I am filing a complaint regarding Goldman Sachs Bank XXXX unfair, inconsistent, and excessive holding of payments made to my Apple Card via ACH transfer. 

On [ insert date ], I made a large payment from my bank account to my Apple Card. The funds were immediately withdrawn from my bank account, yet Goldman Sachs informed me that the payment would not be credited to my Apple Card balance for up to XXXX ( XXXX ) days. During this time, Goldman Sachs already controls my funds, but I can not access them to reduce my balance or restore my available credit. 

What makes this situation particularly egregious is the following : XXXX. Inconsistent and Misleading Treatment I have successfully made smaller XXXX payments to my Apple Card in the past that were credited immediately, without any issue. This led me to believe that my account was in good standing and that XXXX was a reliable payment method for me. Had I known that a legitimate larger payment would be held for up to 10 days, I would have used XXXX XXXX instead. This inconsistency is not only unfair but also misleading to consumers, who can not reasonably anticipate when their funds will be withheld. 
XXXX. Punishment Based on Past History In my support chats with Goldman Sachs, supervisors admitted that this hold was triggered in part by a single failed payment from months ago ( XX/XX/XXXX ). I feel I am being penalized now despite having the funds, despite the payment already clearing from my bank for something that happened in the past. This is not a transparent or fair standard for handling consumer payments. 
XXXX. Lack of Accountability When I asked who was responsible for the decision to hold my payment, I was repeatedly told that it was a system-initiated hold and that no one, not even a supervisor, had the authority to release it. I was not provided the name of an accountable individual or department. The system is not an acceptable answer. Systems are designed and overseen by people, and as a consumer I have the right to know who is accountable for withholding my funds. 
XXXX. Disparate Treatment of Payment Methods I was explicitly told by Apple Card support that if I had made the same payment with XXXX XXXX, the funds would have been available to me immediately. This creates a double standard that penalizes customers for using XXXX a standard, federally regulated payment method while rewarding them for using XXXX XXXX. This practice is unreasonable and discriminatory. 
XXXX. Financial and Emotional Hardship I have been candid that I am doing my best to manage my obligations during a period of financial hardship. Instead of supporting me when I made a responsible and significant payment toward my Apple Card balance, Goldman Sachs created a punitive barrier. This has caused unnecessary financial strain, emotional distress, and anxiety. I feel judged, penalized, and effectively XXXX for doing the right thing. 



Why This Matters Goldman Sachs policy seems unreasonable, opaque, and potentially in violation of federal consumer protections : Under the Fair Credit Billing Act ( XXXX ), payments must be credited as of the date they are received. Holding them for up to XXXX days after already removing the funds from my bank account prevents me from realizing the benefit of my own payment. 
Under the Truth in Lending Act ( XXXX ), issuers must treat consumers fairly and disclose payment policies clearly. I was never informed that XXXX payments could be treated differently from XXXX XXXX, nor was I warned that a large legitimate payment would be subjected to such an extended hold. 

During this delay, Goldman Sachs has possession of my funds but refuses to apply them to my account. This practice is not only unfair but creates a float that Goldman Sachs XXXX benefit from, while I am left exposed to potential interest charges, higher utilization, and financial stress. 



My Requests I request that the CFPB : XXXX. Investigate whether Goldman Sachs payment-holding practices comply with the XXXX and XXXX. 
XXXX. Require Goldman Sachs to provide transparency about : Where ACH funds are held during the delay. 
Whether Goldman Sachs earns interest or otherwise benefits from those funds during the hold. 
Why consumers are not credited as of the date the payment is made. 
Why XXXX XXXX payments are treated preferentially compared to ACH payments. 
XXXX. Ensure that Goldman Sachs implements a consistent and fair standard so that consumers making legitimate payments are not unfairly penalized or subjected to vague, system-initiated decisions without accountability. 



I am deeply upset and distressed by the way I have been treated. I acted responsibly and made a large, legitimate payment, yet Goldman Sachs has turned that responsible action into a source of financial hardship and emotional stress. This is not how a major bank should treat its customers, and I ask the CFPB to hold Goldman Sachs accountable for these practices. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation