Consumer complaint received 2025-07-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: GOLDMAN SACHS BANK USA
State: MA

Complaint narrative:
I applied for the Apple Card solely because of the advertised {$300.00} bonus for spending {$1500.00} within 60 days. I did not need another credit card, but was repeatedly marketed to through the Apple ecosystem. I applied only because of the {$300.00} promotion and chose to proceed because I trusted Apple and Goldman Sachs to honor the offer in good faith.

After approval, I did not receive notification that the card had been added to my Apple Wallet for several days. I was unable to make any purchases until the card became usable, yet those days appear to have been counted against the 60-day promotional window despite no clear or explicit communication about when that window began. I spent at least {$1500.00} within the promotional timeframe that was both reasonable and technically feasible based on when I was first notified the card had been added to my

Wallet. I clearly met the {$1500.00} spending requirement, and did so within what I understood to be the valid promotional period. At the end of my first, lengthy support interaction, I was told by an Apple Card supervisor that I had satisfied the spending requirement and that a case would be submitted to issue the promotional bonus. The representative stated : I am sorry that you did not receive your reward. I'll have to submit a case so we can get the {$300.00} promotion. However, the case was later denied with a generic explanation that did not address the specific facts of my case or the actual timeline of card usability. 

I contacted Apple Card multiple additional times in an attempt to resolve. On XX/XX/XXXX, I was told a new case would be submitted and that I would receive a response within 710 days. While I did receive an acknowledgment that day, I was never given a case number or a follow-up response even after 18+ days.

In addition to being repeatedly dismissed, this process involved : * A promotional offer that was not fulfilled * A confirmation from card support that I met the requirement, followed by denial * A missed follow-up timeline after a clear promise Each support interaction took 40 to 80 minutes, including time spent on hold and re-explaining the issue. Ive attached a screenshot showing the support conversation in which my eligibility was acknowledged.

I applied for this card in good faith, based on what I believed was a reliable promotional offer. This experience has resulted in clear harm : the loss of the {$300.00} bonus I was led to expect, hours of time spent trying to resolve the issue, and missed rewards I would have earned using another card. While the hard credit inquiry may not have significantly impacted my score, it has limited my flexibility to apply for other credit in the near term.

Despite multiple attempts to resolve the matter, the denials received and the failure to follow through on a promised response reflect a lack of clarity, consistency, and follow-through. This has diminished my confidence in the Apple Card program and the support processes behind it.

I understand that Goldman Sachs may be winding down its partnership with Apple Card, but that does not excuse the failure to honor a promotional offer or uphold basic standards of customer care and follow-through. 

I respectfully request that the {$300.00} promotional bonus be issued as was promised when I was clearly and repeatedly encouraged to apply for and use the card.

Company response to consumer: Closed with monetary relief