Consumer complaint received 2025-05-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: GOLDMAN SACHS BANK USA
State: NV

Complaint narrative:
During the month of XX/XX/XXXXXXXX   we purchased an XXXX that was not delivered and was returned to Apple. We called and Apple did verify it was returned and not delivered, therefore, we resolved this with Apple and were able to get the one XXXX we purchased. Well, this caused my XXXX credit card with Goldman Sachs Bank USA to be charged with two installment plans for two XXXX when we only purchased one. Despite Apple providing the receipt for the refund of {$1500.00}, plus a refund of XXXX, we still to this date are still being charged for two installment loans. We have been calling this bank numerous times as of XX/XX/XXXXXXXX  with no resolution. And, after being informed that the case was " escalated to the internal department ''. I now have an additional charge they are calling " balance adjustment '' of {$1200.00} increasing my card balance now to {$1700.00} ( apprx based on the call from today XX/XX/XXXX ). And, I still have the two installments. I have had representatives of this bank apologies and say, " I do see here, and it does not look okay. '' With now being told that the way the credits processed credited transactions I had, however I have not spent {$1200.00} with this card as I barley use this card. I have since asked this bank to provide me with a detailed summary of all of the transactions as of XX/XX/XXXX, and to show me how that adds up to this. I have asked this bank to provide me with a detailed statement of how all of the payments I have made have been applied, and I have not received anything. They had provided a " provisional adjustment '' of {$1200.00} and {$160.00} pending the dispute on XX/XX/XXXX. Meanwhile the payments of {$110.00} start on the installment. On XX/XX/XXXXXXXX  there is a balance adjustment of {$1200.00} and {$160.00} " Dispute-Provisional Adjustment Reversal ''. Meanwhile we still have 2 installment loans and we continue to be charged for two installments monthly when again we only purchased one XXXX not two all through the current months. On XX/XX/XXXXXXXX  we get a second " balance adjustment '' and get charged {$1200.00} additional on my Apple Card plus the still two installments. When I called today XX/XX/XXXX, and being on the phone for over an hour, they still tell me " sorry '' and because of how their credits were applied or so, they still claim it was due to my transactions. Again I asked to be provided with a detailed transaction statement of all of my transactions as of XX/XX/XXXXXXXX  to proof I have spent a total amount of {$1200.00} plus how the payments I have been making every month have been applied, and why I still show 2 installments, an still no response. I have had no answers to this date and am tired. The strangest thing is also that on XX/XX/XXXX I received a balance adjustment credit of {$120.00} toward my account after one representative had told me that because of how their system is they could not remove the incorrect second installment, but instead they could give me a monthly credit which is what I thought this was, but it was not as I have not gotten any more credits and to this date no one has been able to answer what that was for either. I have called on numerous dates as of XX/XX/XXXX, with the most recent ones having been on XX/XX/XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX, and today XX/XX/XXXX. Additionally, I still show the two installment loans. I have now 3 different case numbers, and I have been on the phone on the numerous dates for 1-2 hours each time. 
I am baffled that a bank can not fix these mistakes, I have never come across such an issue!

Company response to consumer: Closed with explanation