Consumer complaint received 2026-04-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: GOLDMAN SACHS BANK USA
State: MA

Complaint narrative:
Per instruction, I am opening a new complaint to report Goldman Sachs/Apple Card misrepresentations and fraud in both charges and the dispute resolution process. 1. I signed up for a news subscription with a billing rate of XXXX XXXX a month. A few months later, I noticed I was billed XXXX or XXXX XXXX a month. I checked the website of the newspaper and their receipts showed they were billing me XXXX XXXX a month but Apple Card was charging me XXXX XXXX a month. I called Apple Card to open a dispute and was later asked to submit paperwork. I submitted the receipts from the company website. However, Apple Card made me dispute each subscription charge separately and I had to resubmit the documentation 6 separate times. My dispute was denied without explanation and I called to ask why. The customer service rep did not know because dispute resolution was a separate department that no one could reach and did not explain itself. I had used the card extensively without issue and was annoyed that a total of XXXX dollars, for which I had receipts proving I was billed incorrectly, was causing so much trouble. The customer service rep re-opened the dispute and I was again asked to resubmit the receipt 6 times for one dispute. Then, there was a glitch and I was again asked to resubmit the receipt 6 times. After being asked to show them a receipt for a XXXX discrepancy XXXX times, the charges were not reversed because in a form denial because I " failed to cancel the subscription. '' Of course, that was not the dispute. From this experience I came to believe that there was no fraud department at Apple Card, simple an algorithm that sent form denials. I never reached a person who worked in the fraud department during this entire experience. 2. Apple Card payments glitched and was designed to make it impossible to find pending payments. This caused a scheduled payment to not got through. I saw the error almost immediately and sent through more than the required payment but was still billed interest. 3. A customer service rep who assisted admitted that after I was asked to hold for 30 minutes and then go through the entire complaint with him that he was, again, not authorized to reverse any charge over {$25.00}. It was impossible to resolve the issue and I had to wait for a supervisor - another 45 minute hold. 4. The supervisor said he was not authorized to reverse any charge over {$50.00} but not before making me go through an entire complaint process and wait on hold. All told, the call seeking help took 2 hours and 45 minutes. 5. I complained that Apple Card was lying about the existence of a fraud department or investigators ( an accusation a later learned was proven elsewhere- but I had just noticed it in their treatment of customers ). 6. Two weeks later, a woman claiming to be the Apple Card investigator called. However, to deny the payment malfunctioned she pretended to be incapable of doing basic math or cede that the number XXXX was greater than the number XXXX. Unable to explain how my overpayments were credited, she stated she was changing my complaint so that it read I was complaining about my statement. I had now spent over 3 hours and 15 minutes speaking to people unauthorized to resolve the billing error or incapable of math. This was after prior being asked by a bot to resubmit a receipt XXXX times. 7. After complaint to CFPB, an Apple Card investigator reached out and confirmed all the above -- especially the banker that could not do math. These were all recorded calls. However, in response to CFPB, Apple Card again misrepresented that it could find no evidence of mistreatment. 8. TILA violations on my statement include failure to state how or where my payments were credited - especially the amounts paid off on my 0 % interest payments with overpayments ( from their systems glitch ) that were, again, unexplained. 9. TILA violation in not applying payments as described in the statements nor in accordance with federal law, especially failure to apply payments to higher interest charges first. 10. TILA violation and fraud in waiting until XXXX on statement closing day to apply a new interest payment ( for a balance paid of previous ) so that even overpaying a balance in full, an all new charges early and sending a new overpayment ( due to system glitch ) at XXXX will not stop a new interest accruing interest charge from applying to the account. 11. TILA violation in paying off all 0 % interest payments without instruction or permission to do so.

Company response to consumer: Closed with explanation