Consumer complaint received 2025-01-30 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: CA

Complaint narrative:
On XX/XX/XXXX, I contacted Goldman Sachs asking to close my Apple Card. I was told about payment plans and indicated my interest in exploring those options. I was asked by the Goldman XXXX via text if I would like to " close the account first or just check on payment plan options '', to which I replied " let 's close it and then check on the plan options '', since it was clearly implied that I could close the account and then activate a payment plan. We closed the account and I was eager to hear about plan options. After that, I was transferred to the payment plan team by the XXXX, who clearly still believed that payment plans were an option after closing the account. After that, the payment plan team told me that I could not do a payment plan after the account was closed. I submitted an escalated complaint via the new payment plan team member and was told I would hear back in XXXX business days. On XX/XX/XXXX, I checked in again and was told that the department was still working on the case. I checked in again XX/XX/XXXX and was told that the managers reviewed and closed the case, without any contact via phone or email disclosing that information or why. I demanded to open another case, since I only closed the account because I was led to believe I could do a payment plan afterwards. The issue was escalated again on XX/XX/XXXX, and I was told that it would take another 10 days and that someone would either email or call. On the XX/XX/XXXX, I reached out again and found out that the escalation claim was once again closed by a XXXX, while sending no communication about why that decision was made ( because there is no logical reason, since I was not at fault and the Goldman XXXX was ). On XX/XX/XXXX, I checked in again and was told that my third open case was still in progress, and that we needed to wait for the internal team. I was told it was impossible for me to have any contact with this internal team in any way, via email or phone. On XX/XX/XXXX I checked in again, and was told that the case was still in progress. Then, after being pushed to a supervisor, I was told " Yes, we understand. That was a mistake made by the agent who assist you. ", even admitting guilt in the situation. They said " we understand the false promise that was gave it to you, and I'm so sorry for that ''. I called on XX/XX/XXXX, hoping to get an answer, but instead was on the phone for XXXX hours with a supervisor trying to find any way to avoid putting me through to someone who could discuss the case. This supervisor consistently contradicted themselves throughout the conversation in regards to who has access to the cases, who reviews them, and how the entire claim process worked. It was an extremely shady and suspicious call. I contacted them again on XX/XX/XXXX after receiving an email saying that my claim was reviewed and closed, again with no explanation or chance to speak with anyone, and was told that the claim would once again be escalated since it was " not followed up on properly ''. I finally contacted them again on XX/XX/XXXX, and was told that no more escalation was allowed, per directions from the higher ups. I simply want to be able to start a payment plan since I was misled to think I could do so after closing the account.

Company response to consumer: Closed with explanation