Consumer complaint received 2025-07-18 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: AZ

Complaint narrative:
I had a payment due on my Apple Card on XX/XX/XXXX. On this date I called up Apple Card ( Goldman Sachs ), to change my bank account details as I was in the process of changing my bank account, and all of my cash was in the new account. While on the phone, I asked the representative if the payment that was due on that day would be taken out of my new account or the old one. The representative confirmed it would be drawn out of the new account, meaning the payment would not be late. I also received an email communication from Apple Card confirming that the payment due on XX/XX/XXXX would come out of the new bank account. 
A few days later, I received a rejection notice, stating that Apple Card had tried to withdraw money from my old account and it had rejected due to lack of funds. I made the payment manually as soon as I received that notification. As a result of this 'late payment ', I have been charged a total of {$170.00} of interest. 
Since this time I have called up Apple Card/ Goldman Sachs on many occasions asking for the interest to be refunded, as I had been informed on the phone, as well as via email that the payment that was due on this day was to be taken out of the new bank account, which held available funds. If I was told the correct information, that it would be drawn out of the old account, then I would have manually made the payment myself on that due date, and interest would not have been charged. Therefore, based off the incorrect information that I received from the card issuer, I was charged interest. 
Over the course of the many phone calls I have had with Apple Card/ Goldman Sachs XXXX they have given me a multitude of excuses as to why they can not refund the interest, ranging from that it was my fault that I didn't make the manual payment, that due to a system flaw it would not have let me make a manual payment on that day, that it was a bank error etc etc. They have admitted to me that the information I received from their representative was wrong, but despite this, have refused to refund the interest in full. Every time I call up, I am told that this has to be escalated to some sort of complaints team, but that the phone representatives can not transfer me to speak to them directly and that I have to wait for a phone call back. On the two occasions I have received a call from that team, it has been in the middle of the work day, and it has been right before meetings that I have had. I have asked this person to give me a call back, but I do not hear anything further. I have left in the region of XXXX requests for my calls to be returned with the phone service team, but with no luck. Over this time, I have received {$50.00} of interest back ( in two lots of {$25.00} ) as a 'Goodwill ' gesture, but I have expressed each time that I wish to receive the full amount of interest they have charged to me back, I am hoping that you can help me to get them to respond and refund me the interest. I am of the thought that this is 100 % their fault and would have been avoided, if I was just given the correct information at the time of my initial phone call with them. 
I have attached the email communication I received after my phone call with AppleCard/ Goldman Sachs which stated that the first payment from the new bank account would be made on XX/XX/XXXX.

Company response to consumer: Closed with monetary relief