Consumer complaint received 2025-09-16 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: FL

Complaint narrative:
To Whom It May Concern, I am submitting this complaint in reference to my Apple Card, issued by Goldman Sachs Bank USA. My previous attempt to resolve this through the CFPB and the Better Business Bureau was closed prematurely, despite unresolved concerns that continue to affect me deeply. 

The Problem : Unauthorized Payment Change On XX/XX/year>, I updated only my bank account information in the Apple Wallet app. I did not change my payment preferences. 

For over 13 months, I had been consistently making the minimum monthly payment usually between {$96.00} and {$99.00}. I never deviated from this routine. 

However, after the account update, Goldman Sachs withdrew {$270.00} from my bank account without my authorization, knowledge, or any valid explanation. 
They now claim I selected to pay the monthly balance of {$270.00}. That is absolutely false. The total statement balance at the time was over {$900.00}, and as someone who lives paycheck to paycheck, it would make no sense for me to opt into paying such an amount. 

My Attempt to Resolve It On XX/XX/year>, I saw the charge while it was still pending, and I immediately contacted Goldman Sachs to reverse it. They refused. 

Worse, both in the app and online, the option to revert back to my minimum payment was grayed out, leaving me with no control. I felt completely helpless locked out of my own ability to fix the situation. 

I had to cancel automatic payments myself and remove all payment methods, because at that point, I could not trust their system or their handling of my account. 
I then contacted my bank and thank XXXX, they refunded the unauthorized {$270.00} on XX/XX/year>. 

Immediately after, I submitted my regular payment of {$96.00}. 

The Emotional Toll On XX/XX/year>, I received a call from Goldman Sachs regarding my BBB complaint. 

The tone of the call was extremely distressing. I felt pressured, emotionally cornered, and dismissed. They continued to insinuate that I had authorized the charge, twisting the narrative and refusing to acknowledge the error. 

Their tone and approach made me feel like I was being intimidated, as if I had no recourse. I ultimately disconnected the call, emotionally exhausted. 

The Reality XXXX a regular working woman a daughter, a sister, a mom, and a provider. I juggle bills, responsibilities, and like many, I rely on consistency to stay afloat. This situation caused entirely by Goldman Sachs flawed and opaque system disrupted that consistency and left me feeling voiceless and exploited. 

Let it be clear : I did not authorize that {$270.00} payment. I would never have opted into that amount, and their continued denials only highlight their unwillingness to take responsibility. 

Due to their dishonesty and lack of empathy, I chose to pay off the Apple Card entirely through another financial institution. 

Request for Action I am not requesting financial compensation I am demanding accountability and oversight. 

I urge the CFPB to investigate this pattern of behavior. I believe Im not alone, and that others like me may be caught in this same web of technical manipulation, misrepresentation, and emotional pressure. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation