Consumer complaint received 2025-04-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: GOLDMAN SACHS BANK USA
State: PA

Complaint narrative:
I have been a holder of an Apple Card through Goldman Sacs since XXXX of XXXX. When I opened the account I had a credit limit less than {$1000.00}. I have never in that time not paid my monthly balance in full. I have never incurred a single interest charge. My credit limit with the company as of today, XX/XX/XXXX is now {$19000.00}. I have not requested any of the credit limit increased. I share this for point of reference for the following story. 

On XX/XX/XXXX I made 2 payments to my Apple Card, one in the amount of {$150.00} from a checking account in my name, and one for {$900.00} from a checking account in my husbands name. I made both payments through the wallet app. In this app, it does not provide immediate confirmation that the payment processes. I assumed everything was fine, and thought nothing more of it. 

On XX/XX/XXXX, my husband realized the payment had not been processed out of his account. While looking into the issue, I realized it had not processed in the app either, and that I had been charged {$51.00} in interest. I reached out via the chat feature to figure out what happened. I was told they were opening an investigation ( case number XXXX ) and that they would have answers for me by XX/XX/XXXX. I asked if there was a way to reverse the interest charges, and was told they could offer me {$25.00} right then, but I should wait until the investigation concluded because they wouldnt refund the remainder if I accepted the {$25.00}. 


On XX/XX/XXXX, I reached out again via chat because it was nearing the end of the month, the {$900.00} still had not been taken from our accounts, and I had received no update on the case that had been opened. I was informed when I asked for a status update on the open investigation that I did not have one open. When XXXX looked into it, he found that the investigation had concluded on XX/XX/XXXX, and that an email had been sent to me detailing their findings. I did not receive the email, not in my inbox or in my junk folder. He inserted a section of the email that stated I see an email was sent on XX/XX/XXXX stating, " Goldman Sachs Bank USA has investigated your inquiry and determined that no error occurred. Our records indicate the following : Based on the information that you provided, we were unable to locate a payment for {$900.00} dated XX/XX/XXXX. If you have additional payment information, please contact an Apple Card Specialist to help locate your payment. Because our investigation found no error, your account balance remains the same and we will use it when calculating the Minimum Payment Due on your next monthly statement. You can view your payment history, monthly balance, Minimum Payment Due, and payment due date in XXXX  by tapping on your Apple Card or by accessing your most recent statement. Be sure to pay at least your Minimum Payment Due. If you pay your monthly balance in full every month on or before the due date, you will avoid being charged interest. '' Goldman Sachs never reached out to me asking for any additional information, which XXXX claimed in the chat that they needed. I provided him as much information as I had available. I provided the last four digits of my husbands account, routing number. They also requested the check number, tracing number and track number, none of which I had. The payment was never made via check so that number would never of existed. I asked them to report an error in regards to the {$51.00} in interest so that I might figure out what error happened within their system. I asked how I would be communicated with about this new investigation and he said by email. I then confirmed they had the right email for me on file. I never received emails about this new second investigation either. 

At the conclusion of the chat with XXXX, I called Apple Card. I wanted to be sure that I was not accruing interest on the {$900.00}, as the funds were available to pay it since XX/XX/XXXX, as well as make sure they didnt want me to reprocess a payment so that it was paid while we figured the rest out. I was told not to make a payment on the account until the investigation had concluded. 

On XX/XX/XXXX, I paid off all prior balances on my account. Bringing the account current, with no balance due as of XX/XX/XXXX. On XX/XX/XXXX I was charged {$67.00} in interest charges. 

On Thursday, XX/XX/XXXX, I reached out to Apple Card, again, via chat. This time, I still had not received any communication about the second investigation, and I had been hit with another interest charge in the amount of {$67.00}. Apparently this particular interest charge is a Trailing Interest charge and I am being charged this amount because I hadnt paid the {$900.00} and the {$51.00} in interest. Both of which I had previously been told not to pay. XXXX was very apologetic in the chat, but only offered to open yet another investigation. One that I have not recieved any email updates about, again. She said that I needed to provide proof of the error from my end. I asked her how she would like me to do that, as there are no confirmation numbers provided when the payment is processed in the app. I never receive email confirmations either, which she said I should be. She again offered me {$25.00} to resolve the issue that now totals {$110.00} in interest charges I should never of been charged in the first place. I told her this whole situation is why I miss mailing paper checks. She offered to connect me to her supervisor XXXX, who took 4 minutes to review my case. She came back and offered me the same {$25.00} dollar courtesy waiver. She apologized for the frustrating situation. I informed her that I did not just find it frustrating I felt it to be fraudulent. I asked if she had reviewed the chats and calls on this matter, which she claims to have done. She said she had, and that she could hear how important this is, and I have looked over the account, and sees my payment history. I said So? Does that mean you will reverse the interest charges? I do not have the extra funds to pay $ XXXX for her companies errors At this point I am beyond frustrated. She ends the chat by claiming to file a complaint on my behalf. She did not provide me any information on how to follow up with that complaint, or what filing that complaint means. She ended the chat before I could respond or ask any follow up questions about the complaint. When I sent my response, I got the automated reply that would have restarted the entire conversation. 

I called in to Apple Card again. I wanted to clarify what filing a complaint meant, as well as insure that they knew I was upset and would be filing a complaint with the CFPB. I also requested they retain all chat transcripts and call recordings so that they would be available in the event that the CFPB needed them, or if I needed to take any legal action in the future regarding this matter. I was told they would not provide them to me without a court order. I understood this, and asked that they retain the information. The matter remains unresolved.

Company response to consumer: Closed with explanation