Consumer complaint received 2023-06-05 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: GOLDMAN SACHS BANK USA
State: TX

Complaint narrative:
Goldman Sachs Apple Card. I have been calling their customer service number for the last several months trying to enroll in a long term low interest payment plan for my balance of over {$13000.00} due to recent financial hardship stemming from XXXX, job changes, and loss of savings. I have been able to enroll in similar plans with every single other one of my other credit cards except the apple card because they do not engage in 3rd party debt consolidation or settlement programs, therefore, I am limited to dealing with them and them only. When I asked for this plan a few months ago I was first told that I needed my account to be past due in order to be eligible. That occurred on XX/XX/XXXX of this year which I was then informed had to be an additional month past due, which recently occurred on XX/XX/XXXX of this year. At that time, I contacted Goldman Sachs apple card again at their collections department who informed me that I was still not yet eligible for that program and the agents indicated to me that they were not sure why I was not showing as eligible for that program in their system. I spoke to a supervisor named XXXX on Friday who informed me that with the agent should never have given me timeframes on when I would be eligible for this program which the information, I was given ranged from one to three months past due and that he apologized for inconsistent information given by the agents. This supervisor XXXX also told me that I should be eligible for the program I'm seeking, which is a long term low interest plan paid off over a number of years with equal payments however it was not showing up in the system due to some IT error. He informed me that he was making a complaint to the IT department about the issue and that he could not sign me up at that time for the program I desired due to the glitch but to call back in a few days and it should be clarified. I have done so and the next day I called and was told by an agent that the manager named XXXX was likely trying to just relieve my frustration and seemed to invalidate or take back the notion that there was an IT glitch causing this plan I required to not show up in the system from my account. At this point I was flabbergasted with confusion as to why a manager would do such a thing and organized a callback from a supervisor with the agent. This callback never occurred from a supervisor and I have been speaking with two agents recently who kept informing me that the only two options are available for payment plans are short term options including a one month deferral and a six month payment plan which, I informed them would not fulfill my needs. I'm at a loss by all the frustration, inconsistent information, lack of kindness and responsibility taken by Goldman Sachs, and having to put my account into further delinquency because I was told that that was the only way to be eligible for the program that I needed. Agents are now telling me the program I am requesting no longer exists. I am again waiting for another call from a supervisor as we speak.

Company response to consumer: Closed with explanation