Consumer complaint received 2024-12-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Overdraft, savings, or rewards features — 
Company: GOLDMAN SACHS BANK USA
State: WV

Complaint narrative:
Apple Pay/Goldman Sachs support and resolution. Week, after week I am told the issue is still " open '' and I will get an escalation and a resolution to my support issue. That contact and solution NEVER comes to fruition. Ever. Regardless of call, chat messages over and over again. It is inclear WHO is actually providing the support. It is unclear WHO is actually resolving the issue. Regardless of the WHO that may be... not a soul actually does anything at all except take complaints. Specifically my complaint was : 1. On XXXX XXXX XXXX I " redeemed '' a " daily cash '' amount of - {$68.00} This amount SHOWS in the statement but does not appear to be reflected in the actual amount in the account. I had just paid the amount due that day minutes before the redemption. This should have resulted in a CREDIT ( negative due balance ). 

2. The statements received every month are ( in my opinion ) convoluted and purposefully vague. Plainly : just confusing for no reason at all. NOT A SINGLE statement balances ( unless I did not use the card at all - {$0.00} ). Otherwise I show more PAID than CHARGES. In this example : XXXX states : Payments : {$440.00} ( includes the full amount due in the app on the XXXX of {$370.00} and the {$68.00} cash back redemption ) and Charges of : {$330.00}. Difference {$110.00} 3. The " interest free : purchase of an apple XXXX is included as a statement ( {$890.00} with amount paid as {$250.00} and remaining {$640.00} 4. The Apple Card Monthly Installments ( item 3 above ) does not appear within the statement of purchases/payments clearly and is a separate line item on all statements. 

5. When I paid the " full amount '' listed as due ( all due dates last day of month ) on XX/XX/XXXXXXXX XXXX one would ASSUME that the listed statement items ( charges ), as well as the agreed upon XXXX interest free charge ( no interest has even been recorded in account history going back a couple years now ) of {$37.00} would be included. 

6. In fact, the ENTIRE year of statements ( 2024 ) do not balance out monthly for any month other than before the purchase of the XXXX ( interest free ) charge and a {$0.00} charge for a given month. Otherwise it appears there is always more paid than is charged as per their own Statements.

7. Other than the initial issue of the credit and confusion over the actual statements themselves... support has been particularly useless. I make a complaint over and over to never get an answer, resolution, or even a friendly contact about anything at all. I am only told I will be contacted by another " team '' at a later date. 

All of these issue led me to investigate if others have had this issue via XXXX search. XXXXmagine my surprise ( you at CFBP will NOT be surprised ) when I discovered that both Apple and Goldman Sachs have been fined over {$90.00} million dollars for this kind of blatant failure to respond on the very month I had the experience myself. It is now XXXX and I have no resolution. Maybe I am incorrect, and the credit was applied ( but I can not tell and am confused by these statements ) -but someone should be RESPONDING to me EXPLAINING the math that I can not figure out. I simply can not make anything balance given the numbers I am getting in these statements. 

Even if I am a complete XXXX and this is blatantly clear to all other people ( and maybe I can not deny that possibility ) I should at least be afforded the respect due a customer and given a call back and the math explained to me. I DO think I deserve that much. Apparently both companies don't think I deserver an answer, and would rather I shut up and just give them money when they require it of me. The CHAT system is of no use and is NOT a support method that works at all. I defy Apple to prove that it is anything but a waste of time for customers, and solves no problems but one that could be found in a FAQ page. Calling resulted in the exact same excuses, run around, and non-answers the chat system afforded. Again, useless. I would like to KNOW who I am being supported by? Is it apple of the bank? This was only made MORE clear after reading the info about the CFPB fines and that information informed me far, far more than apple or Goldman Sachs EVER did. According to the info ( CFPB ) it appears I am being supported by both. Apple takes my complaint and either never sends it, or GS never responds. Same result in any case ... no customer gets serviced. I am paying my statements ( even if they are wrong ) because I have to, to avoid any negative impact while waiting for a confirmation on a dispute ( billing, charge, or otherwise ).

I look forward to SOME answer and think that having to resort to filing complaints to an over worked government entity is beyond belief for TWO of the largest and profitable companies on Earth! I HOPE any fines go to supporting the good people at the CFPB particularly since they are the ONLY entity out of the THREE ( apple GS and CFPB ) actually looking out for ME! I didn't pay them, and they profit not a penny from me... yet they are my savior and care about me more? Seems that companies need to be paying for the Consumer protection that THEY are neglecting. I will remember this on my next voting ballot, and from this point on.

Company response to consumer: Closed with explanation