Consumer complaint received 2025-05-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
In XX/XX/XXXX, I opened an Apple Card by Goldman Sachs credit card to to take advantage of 12 month financing on a new computer purchase. The computer I received from Apple was defective so I returned it and purchased a similar computer at an Apple Store. The first Apple Card statement was practically indecipherable due to the confusing way that the returned merchandise was credited, but the purchase transactions were clearly listed. The statement total was about {$200.00} more than the amount of my purchases. See attached : XXXX XXXX XXXXXXXX XXXX XXXXXX/XX/XXXX, I first notified Goldman Sachs in writing, ( as specified on the statement ), that there was a problem with my account balance. There was no reply. 

By the XX/XX/XXXX due date, I sent, what was intended to be, the final payment for my transactions and the 12 month installment agreement, along with a letter describing the discrepancy in detail. I fully expected the error to be quickly recognized and the erroneous balance to be dismissed. Again there was no written reply. Over the months, I spent many hours on the phone with Apple Card Support. On two occasions, I spoke with individuals who identified themselves as managers. In every interaction with Apple Card, the focus always turned to debt collection. They spoke about the trustworthiness of their computer system but there was no acknowledgement of the simple fact that I had already paid for all of my purchase transactions, which amounted to {$3900.00} - NOT {$4100.00}. 

In the following months, I received numerous collections calls from Apple Card by Goldman Sachs. Many times, I spoke with representatives to try to resolve the issue. I noticed my credit score suddenly dropped from an A rating to a D rating, ( page XXXX ). Upon further investigation, I found Apple Card reported me for delinquent payments, while my account was in dispute. In XXXX, I contacted XXXX  to try to get the delinquent payments removed from my Credit Report. As a result of this, Apple Card told me a case review of my account started on XX/XX/XXXX. On XX/XX/XXXX, I received a call from Apple Card to notify me that the case review was complete. The email summary contained a VERY superficial explanation as to why they believe I still owed them {$200.00} - ( See page XXXX of attached documents ). 

Here is a summary of some of the phone conversations I had with Apple Card Support XX/XX/XXXX- XXXX, Apple Card Specialist XX/XX/XXXXXXXX XXXX XXXX XXXX manager XX/XX/XXXX - XXXX, Supervisor, XXXX XXXX. ; Case submitted for lack of responses and credit score damage. 
XX/XX/XXXX - I was contacted by an unknown manager XX/XX/XXXX - XXXX- refused to give me the name of the manager I spoke with an hour earlier. 
XX/XX/XXXX - XXXX XXXX - investigation opened due to my Credit Bureau complaint. I was told to stand by for email update. 
XX/XX/XXXX - XXXX - XXXX # XXXX Review complete. See email for response ( page XXXX of attachment ). 

On XX/XX/XXXX, I submitted a complaint on the Federal Reserve Consumer Help website, ( pages XXXX & XXXX attached ), and they, in turn, advised me to contact you, CFPB, ( page XXXX attached ).. 

Out of frustration and disbelief, on XX/XX/XXXX, I decided to pay Apple Card for the disputed amount. Just to be clear, I paid the disputed amount of {$200.00} ONLY to stop further damage to my credit report. The original issue was never resolved. Apple Card by Goldman Sachs should take the time to look at the facts and do the right thing. What they have done to me should be illegal.

Company response to consumer: Closed with non-monetary relief