Consumer complaint received 2024-12-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
Purchased XXXX XXXX for $ XXXXfrom Apple store online, and used Apple credit cardReturned the phone to Apple Store XXXX. Apple issued {$960.00} credit to Apple Card reflected on my statement.As verified by Apple customer service, I did not set up an installment plan. A previous phone was purchased XXXX but never received and returned to Apple . Credit card statement shows the phone was credited on Apple card and the installment plan cancelled. 
The phone purchased and returned XX/XX/year> was put on a installment plan I did not authorize. The {$960.00} credit has been used to make 4 installments of XXXX from XXXXXXXX XXXX totaling {$160.00}. I have made purchases since XXXX of {$130.00}. As of XX/XX/XXXX statement the credit balance on Apple Card is {$660.00}. I had to do the math and demand what was being taken out of the credit and why didnt my monthly statement reflect the {$40.00} installment charge monthly. Only Apple Card administrators can see that information. My phone App shows the installment plan was terminated XX/XX/year> when the first phone was returned. 
I have asked repeatedly why the credit was not issued against the charge and where did Goldman Sachs get permission to charge me installments and monthly charges against the {$960.00} for a returned phone. The case was accelerated and I was notified that I set up an installment plan and that the {$40.00} would ensue for the 24 months of the plan. 
I have automatic bill pay set up on that account. On XX/XX/XXXX I inquired why my balances monthly were not paid in full as I had indicated when i initiated bill pay. The answer was unclear and there was no mention that an installment plan was in place. As stated my statement does not show an installment plan or payments, but the math of installment payments and purchases bears out the credit balance amount. This is so underhanded by Goldman Sachs. The company has refused to flat out credit the amount of the phone back and to allow my automatic bill pay to cover the {$130.00} purchases that I have made since XXXX. They have also refused to remove the installment plan. I was told if I cancelled the card, I would still owe the balance due on the phone which as of XX/XX/year> is XXXX. 
I have had two lengthy calls with Apple Store Reps questioning Apple Card reps and detailing the above information. A second accelerated complaint was issued XX/XX/year>. The rep who took the complaint documented everything that I have stated and all the figures, prices, expenditures and credits listed. A rep from Apple Store stayed on the call with me as well. I havent heard back from Apple Card. I have never experienced anything like before. 
Apple Card acknowledges the purchase, the return and store credit but refuses to terminate the installment plan and allow my automatic bill pay to cover my monthly expenses which as if XXXX is a XXXX cent data fee from Apple. Please help.

Company response to consumer: Closed with explanation