Consumer complaint received 2023-04-12 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: GOLDMAN SACHS BANK USA
State: GA

Complaint narrative:
On XX/XX/2022, I applied for the XXXX XXXX from XXXX XXXX. Through the application I applied for a balance transfer from XXXX XXXX to Apple Card ( Goldman & Sachs ). I was approved for {$2300.00} to be transfer to the Apple Card. On XX/XX/2022, the balance transfer appeared in my XXXX XXXX account but not on my Apple Card. I waited 7 days because I know a transaction like can take a few days. When nothing happened I reached out to Apple and they notified me that they do not accept balance transfers electronically and that the money would be returned when received but that at the moment nothing had been received. I reached out to XXXX XXXX and I was told to wait because sometimes transaction can take up to 30 days. I kept waiting and called back but this time I did a three way call with Apple and XXXX XXXX. Apple informed XXXX XXXX that funds were not received so a refund could not be made. After Apple left the call XXXX XXXX offered me to escalate the issue with an investigation that could take up to 90 days. 

This was in XX/XX/2022. I kept calling throughout the 90 days and was told to wait and I did. At the beginning of XXXX, I decided to go personally to a XXXX XXXX branch here in XXXX. I went with all my Apple Card statements since XX/XX/2022 to show them that nothing was received. The banker told me that she would do everything in her power to help and apologized in behalf of the bank. After she made calls I was told the same that the 90 day investigation was still under place and that I needed to wait XXXX more weeks so I waited. I then received an email saying that the balance transfer was successful so no refund was going to be provided. I went back to the bank and met with the banker again and she told me the same but that she would try and find out more. 

She sent me a document via email of the balance transfer information and when reviewing the document I noticed that the credit card number was incorrect and that the bank where the money went was to a XXXX and not a Goldman & Sachs. I decided to call Apple again and the representative told me that they could start a payment dispute but that the credit card number entered did not belong to a XXXXldman & Sachs account. I informed all of this to the banker from XXXX XXXX and I was told that because I entered the information wrong and that the money had already been paid by the bank they could not do anything else for me. Nonetheless this experience has been the most frustrating ever. My bank to which I have entrusted my money for the past 2 years has not had my back or not even the will to help me contact XXXX which I can not contact because I do not have an account with them and I have been left to do an investigation myself when I do not have the resources a bank like XXXX XXXX do. I contacted XXXX XXXX again today to give them XXXX last chance and I was pretty much told that once the funds has already left the bank it was not their responsibility to contact XXXX or any other bank. 

I submitted a complain to the Consumer Financial Protection Bureau on XX/XX/2022. I received an answer from XXXX XXXX acknowledging the complain once again saying they could not do anything and nothing was going to be refunded. 

I called Apple Card ( Goldman & Sachs ) and told them about the situation again in XX/XX/2022 regarding the issue. Goldman & Sachs told me they would called me back. I received a call back a few days later and they gave me instructions to find a routing number for the transaction so they could track it. I reached out to XXXX XXXX and they provided me the same document I was provided by the XXXX XXXX banker. 

I decided to call XXXX directly and enter the wrong credit card number ( where the money supposedly went ) and it transfer me directly to Goldman & Sachs for Apple Card. When all this time I have been told that the account does not belong to them. I have had multiple phone calls throughout the entire year, followed every direction and nothing has happened and not because I have not tried but doors kept being closed.

Company response to consumer: Closed with monetary relief