Complaints

This profile includes complaints for The Goldman Sachs Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Goldman Sachs Group, Inc.

  200 West Street New York, NY 10282-2102

• 

  Goldman Sachs Personal Financial Managerment

  1707 Langhorne Newtown Rd Ste 1 Langhorne, PA 19047-1004

• 

  Goldman Sachs & Co

  34414 Peachtree Road North East Atlanta, GA 30326

• 

  Goldman, Sachs & Co.

  100 Crescent Ct STE 1000 Dallas, TX 75201-7893

• 

  Goldman Sachs & Co

  3414 Peachtree Rd NE # 600 Atlanta, GA 30326-1167

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I combined cards with my spouse under a promotion where we were supposed to receive $100.00 in Apple Cash as a restul of the transaction. Since combining account, the funds were not received as promised. I've engaged with Assocaites several times who promissed that a case would be opened and that the $100.00 would be credited within 90 days. Several cases have come and gone and yet no credit has been received. The last complaint I filed with them resulted in a phone call from an Assocaite who promised that we would receive the $100.00 apple cash and a $100.00 goodwill statement credit for the troubles, which also hasn't happened.

  Business Response

  Date: 11/02/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 19, 2022. We appreciate the opportunity to address the concerns raised by ******************************* (the Customer) related to earning Daily Cash on the Apple ************************ conducted an investigation and confirmed that due to a communication error, the Customer was incorrectly informed that a $100.00 credit would be issued. The Customer sought to take part in a promotion that offered Daily Cash when added as new customer to an account as a co-owner. The terms of the promotion indicate that only new co-owner accounts added between July 6, 2022, and July 19, 2022, qualify for the Daily Cash. The Customer merged an existing account and as a result was not eligible for the promotion. The Customer contacted the Bank on September 14, 2022, to inquire about the credit. The Bank confirmed a representative incorrectly advised the Customer they would receive the promotional Daily *************************** issued a $100.00 statement credit to the Customers account on 11/2/2022. The Bank regrets any frustration the Customer may have experienced.

  
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:10/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This pertains to Apple Credit card account and made full payment on 9/27/22 in the amount of $5160.67. The due date is the last day of each month. I called and spoke with Goldman Sach rep to confirm they received payment in full, which he confirmed. He indicated that this full payment includes all charges and fees, so there should be no additional charges after this. On 9/30/22, the bank charged my account for $90.08. I called 3 times and sent 4 text messages inquiring about this charge. I was told this was interest rate for Sept, however, it was in error because I paid my account in full before the due date. Their system didn't release/clear my payment until 10/5/22, to no fault of my own. I was told the balance will be adjusted and rep filed a claim/dispute on my behalf. 19 days later, the issue is not resolved, nor willing to assist me. I'm filing a complain against the company because I'm getting run-around and refusing to resolve the issue.

  Business Response

  Date: 11/02/2022

  Goldman Sachs Bank USA received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 19, 2022. We appreciate the opportunity to address the issues raised by *********************************** (the Customer) related to interest charges on the Apple ************************ conducted a review related to payments and confirmed no bank error occurred. On August 27, 2022, the Customer made a payment in the amount of $175.00. This left an outstanding balance of $5,220.54 unpaid in August. Since the monthly balance was not paid in full, the account was charged interest in the amount of $104.29 on August 31, 2022. The monthly balance was paid in full on September 20, 2022 and September 27, 2022, when the Customer made payments in the amounts of $175.00 and $5,160.67. Trailing interest in the amount of $90.08 was charged on September 30, 2022.
  
  To avoid interest charges, Customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, Customers are charged interest on the monthly balance for the days until the Customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement.
  
  During our investigation, the Bank identified an inadvertent communication error occurred on October 06, 2022. As a result of the miscommunication, the Customer was incorrectly advised that interest was assessed in error. The Bank credited the interest assessed on the September 2022 statement in the amount $90.08 on October 31, 2022. The Bank regrets the frustrations the Customer has experienced.
  
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a my Cadillac rewards Mastercard from ****** by Goldman Sachs and it's been a nightmare using this credit card but I don't want to close it yet cause it will effect my credit score tremendously. But if I would have known how shady they are I would have never gotten it in the first place. I want to make it clear I've never been late nor do I owe them anymore so I'm not making this dispute for that.I disputed a $214 dollar purchase for an item that I received that doesn't fit the description of what I bought. To the point of I am unable to use the product. 3 months later the bank emailed me saying they need additional information and they want a letter for a 3rd party stating the product is defective and I need to send them a whole bunch of other stuff in 2 weeks ! When they took 3 months to tell me this. I tried to use my credit card after this purchase for an emergency and it was declined bc I made this dispute. When I made this dispute if I would have known that they were going to take this long to just ask me for more docs, then ask me for a letter from a qualified 3rd party and deni my emergency purchase I probably would have eaten the cost. They are making it impossible to make a dispute on a legit fraudulent purchase. Horrible experience , wasted so much of my time , and now I'm stuck with them for a while cause it will effect my credit if I close. I wish our government had laws to protect us from greedy banks like Goldman Sachs.

  Business Response

  Date: 10/21/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 19, 2022. We appreciate the opportunity to address the concerns raised by ************************************* (the Customer) related to a transaction dispute.

  
  The Customers dispute with SP CARMATCUSTOMS remains under investigation, and the Bank expects completion within two billing cycles after date of receipt, and no later than 90 days from date of receipt. During the investigation, the Customer does not incur interest for and is not responsible for repayment. The Bank applied a temporary credit to the account on July 29, 2022. The temporary credit may not be available for use during the investigation.

  
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that THIS RESPONSE TO BE UNSATISFACTORY.

   

  However, they made the adjustments on my credit card as asked . therefore I will accept this complaint as closed.  
  Sincerely,
  
  *************************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Goldman Sachs Group, *** DBA Greensky Program claims to not have received a payment of $200 on 09/29/2022 that they cashed. They refuse to do anything other than claim they don't have it. They continually take a long time to credit our account after they cash the checks. this seems like a trend with the hundreds of BBB complaints. I don't know how to pay them off securely as they have a history of fraudulent accounts. Check ****. getting visual proof if I can

  Business Response

  Date: 10/20/2022

  GreenSky was able to speak with the customer and advise that her payment has been posted to her account.  GreenSky apologized for the amount of time it took for the payment to post to her account.  As a one-time courtesy, the last late fee was waived from the account.  It is GreenSkys mission to provide exceptional service and we will continue to improve our processes.

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept. 22 I purchased an iPad thru the Apple store using my Apple Card because of its payment plan. It is supposed to be roughly $67/mo. Instead they took the ENTIRE purchase amount of $804!!! They said it would as a pending and fall off after a few days. Then they said it would fall off after 10 days. Here we are almost three weeks later and they are holding HUNDREDS of dollars hostage when its only $67! What the **** is the point of a payment plan if you take the entire amount at once?! I want my available credit restored immediately or I escalate this issue. You cannot bait and switch saying its a payment plan and then take the full amount. I will NEVER EVER buy from them again. Probably why their Apple Pay plan got derailed and delayedthey dont understand the basics. The proof is attached. Resolution is a refund of my $804 minus the pending $55 they took Sept. 22. Then I owe $67 this month, but do I really since they took the whole $804 already? Things that make you go hmmm

  Business Response

  Date: 10/26/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 12, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to a purchase made on Apple Card Monthly Installments.
  ******** conducted an investigation and confirmed that no Bank error occurred.******** confirmed when the Customers purchase with the merchant Apple Online Store was authorized, a pending authorization was placed on the account.However, the transaction(s) does not post to the account until the order is shipped by the merchant. ******** confirmed two transactions in the amounts of $749.00 and $55.24 from the merchant Apple Online Store posted to the Customers account on October 08, 2022. The transaction in the amount of $749.00 was placed on Apple Card Monthly Installments with ********************************** the amount of $62.41 and the transaction in the amount of $55.24 was placed on the Customers revolving balance. The Apple Card Monthly Installment (****) is a feature offered for Customers to purchase eligible Apple products with 6, 12, or 24 monthly installments at a 0% Annual Percentage Rate (APR). When Customers purchase an eligible device on Apple Card Monthly Installments, any taxes and shipping costs are not included in the installment plan. The taxes and shipping costs are placed on the Customers revolving balance which is subject to the Annual Percentage Rate. The entire purchase amount posted correctly and the Customers monthly installment payment is accurate. Both the total **** and revolving purchases reduce the customers available credit. We apologize if the Customer thought only the payment amount would be billed to their account monthly.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Then I intend to return the product for a FULL REFUND since I was falsely led to believe that only the amount of $67/mo over 12 month would be taken out. I will no longer conduct business with a company that does shady practices and have closed my account  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 11/11/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 02, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to a purchase made on Apple Card Monthly Installments.
  As provided in the Banks response to the Customers prior complaint, the Bank conducted an investigation and confirmed that no Bank error occurred. ******** confirmed two transactions in the amounts of $749.00 and $55.24 from the merchant Apple Online Store posted to the Customers account on October 08,2022. The transaction in the amount of $749.00 was placed on Apple Card Monthly Installments with 12 monthly installments and a monthly payment of $62.41 and the transaction in the amount of $55.24 was placed on the Customers revolving balance. When Customers purchase an eligible device on Apple Card Monthly Installments, any taxes and shipping costs are not included in the installment plan. The taxes and shipping costs are placed on the Customers revolving balance which is subject to the Annual Percentage Rate. ******** confirmed when the Customers purchase with the merchant Apple Online Store was authorized, a pending authorization was placed on the account. However, the transaction(s) do not post to the account until the order is shipped by the merchant.
  ******** confirmed the Customers account was closed on October 28, 2022. The Customer will need to contact the merchant directly for returning options.Additional details related to Apple Card Monthly Installments can be found in the Apple Card Customer Agreement.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reported tons of fraudulent transactions with this company I have a GM reward card .. the lady who took my dispute over the phone and she didnt do it right and only disputed two charges and there are way more than that and she said she will call me back in 45 mins and I never gotten that call back and there should be at least 600 dollars worth of fraudulent charges after October 4, 2022 expect that ******** $10.83 is ***** and I havent received any credits for these charges

  Business Response

  Date: 10/28/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 26, 2022. We appreciate the opportunity to address the concerns raised by ****************** (the Customer) related to transaction disputes.
  The Customers disputes remain under investigation, and the Bank expects completion within two billing cycles after date of receipt, and no later than 90 days from date of receipt. During the investigation, the Customer does not incur interest for and is not responsible for repayment. The Bank applied temporary credits to the account. The temporary credits may not be available for use during the investigation.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******************
  
  
  
   
  
  

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/13/22, I contacted Apple Credit card to provide me with an address to mail a payment check to. Apple credit card provided an address to mail the check to: Goldman Sachs *************************************************. A payment check was mailed on the same day 9/13/22 and cashed by Goldman Sachs on 9/22/22, but was not posted to my account. Apple credit card claimed that it was mailed to the wrong address even though it was the address that was provided by their customer care. Meanwhile interest is accruing and the check has been cashed. Ive called three times between 9/20-10/7/22 and customer support keeps saying theyll have a customer supervisor contact me and no one has yet. Apple stated that they will be doing their research as to where this payment is being sent to. Ive sent them copies of check and the ****** sachs the bank was cashed at but they havent been helpful and the interest on my account continues to accrue.

  Business Response

  Date: 10/25/2022

  Goldman Sachs Bank USA received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 11, 2022. We appreciate the opportunity to address the concerns raised by **************************** (the Consumer") related to a payment made by check.
  ******** conducted an investigation and confirmed that no Bank error occurred. A check payment was sent to the Bank at an incorrect address, which resulted in a delay in applying it to the account. ********s records indicate that the Customer initially contacted the Bank on September 21, 2022, to report a missing check payment in the amount of $2,446.54. ******** located the missing payment on October 11, 2022, and applied it to the account with an effective date of September 18, 2022. ******** reimbursed the interest assessed totaling $21.15 on October 11, 2022.
  ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  To avoid delays in the future, the Customer should ensure the check is sent to the correct address with the full card number included on the memo line of the check. ******** regrets the frustrations the Customer experienced.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my GM card for 22 years, back in May 2022 time frame ****** Sachs took over the credit card, I have not received a monthly statement since the July statement. I have to look up my account on line in order to send in payment. I have not received an e mail showing payment has been received since ****** Sachs took over my account. I also have to look up the mailing address to send in payment. I would like to get this corrected ASAP. Thank you for your time to review this complaint.

  Business Response

  Date: 10/14/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 11, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to statements.

  The Bank conducted an investigation and confirmed no error occurred. The Banks records show the statements were mailed as intended via US ************** to the address provided on file. At this time, the Bank does not generate payment confirmations for manually posted payments such as checks.Posted payments will reflect on the Customers statements once generated. The Bank regrets the frustrations the Customer experienced.

  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made and show on my app account 12 payments of an installment plan for a computer and Goldman is saying I have one more payment of $103.75 I have made all 12 payments for a total of $1245.00 but they insist I owe another installment and they keep telling me different information and that they dont have access to what I am seeing. I have the application they send all the info to and have made each payment as agreed each month through the application and show it paid however the most recent statement says I still owe!! Have called two different times to get a resolution and have been informed they are the managers and that they information is wrong! Each time but proof other than my info says you have another payment to make I need someone to help resolve this. I dont know what else to do.

  Business Response

  Date: 10/21/2022

  Goldman Sachs Bank *** received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 07, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Consumer) related to Apple Card Monthly **************************** conducted an investigation and confirmed that no Bank error occurred. On October 15, 2021, the Customer made two (2) purchases on the Apple Online Store, and both purchases were set up on the interest-free Apple Card Monthly Installment plan. One purchase was in the amount of $1,100.00 and has a monthly installment amount of $92.50, and the other purchase was in the amount of $135.00 and has a monthly installment amount of $11.25. The October 2021 statement shows the installment plans were set up to make 12 payments with the first payment due on November 30, 2021, and the final payment to be made on October 31, 2022. The September 2022 statement confirms the 12th and final installment payment is due on October 31, 2022. The bank has confirmed we have received payments for November 2021 through September 2022. Once the final payment is made, the installment plan will be closed, and no further installment payments will be due.
  The Customer is responsible for the balance on the Apple Card account.  If the customer believes this resolution is in error, we request as much of the following information available is provided in writing for missing payments, the payment amount, payment date, check image for payments made via paper (front and back), and bank routing number and reference number for electronic payments (also referred to as trace number). The information can be submitted to the following address: Goldman Sachs Bank ***, ************** Branch,  Lockbox ****, P.O. ****, ************, ** *****- ****.
  ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/18/22, I was issued a refund of $80.58 from Apple for a refunded purchase on an 'Apple Card Monthly Installment' for my iPhone 13 with AppleCare+. At the time of the refund, this installment loan was already paid in full. Instead of receiving the full refund, I received only $5.27, the taxes for the refunded amount. I am still missing $75.31. When I contacted support about this issue, they advised it will show up on the September statement as a credit towards the installment balance, which it did, however, the $75.31 is not being reflected in the remaining installment balance. To put it differently, though the -$75.31 shows as a line item on the September statement in the 'Apple Card Monthly Installments' section, the remaining installment balance figure of $1488.61 does not reflect the -$75.31. I cannot get the numbers to add up properly to reflect the $75.31 refund in the balance. It's as if the balance is not including the refund.I am requesting an explanation as to my installment balance remaining, as well as where my $75.31 refund is, along with documentation supporting the explanation. Thank you.

  Business Response

  Date: 10/19/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB)Complaint Portal on October 05, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to a return credit on their Apple Card.
  
  
  ******** conducted a review of the account balances, payments, and return credits and confirmed no error occurred. Per the Apple Card Agreement all payments in excess of the minimum payment due are applied to the balance with the highest APR first. Payments over the minimum are applied to the **** balance only when the revolving balance reaches $0.00 since the **** balance is not subject to an APR.
  
  
  On September 18, 2022, the merchant Apple posted two return credits in the amounts $5.27 and $75.31.  These credits were applied according to the Merchants processing. The Customers revolving balance as of September 18, 2022 was $223.35. The credit in the amount $5.27 was applied directly to the Customers revolving balance and a Daily Cash Adjustment in the amount $2.42 was billed. The credit in the amount $75.31 was applied toward the Apple Card Monthly Installment balance associated with the original Apple Card Monthly Installment plan that originated on September 22, 2021. ******** confirmed this Apple Card Monthly Installment plan was closed as of February 02, 2022.  As a result, the return credit in the amount $75.31 was applied toward the revolving balance. The Customers updated revolving balance as of September 19, 2022 was $145.19.
  
  
  During the investigation, the Bank confirmed the Customer made an overpayment to the Apple Card account revolving balance in the amount of $28.19 on September 22, 2022. The revolving balance as of September 22, 2022 was paid to $0.00, and the overpayment credit balance in the amount $28.19 was applied toward the Apple Card Monthly Installment balance, starting with the oldest plan first.
  
  
  The below is a running balance of the activity associated to the account reflecting the balances as of Sept 30, 2022.
  
  
  **** balance change from $1,111.05 to $1,488.61 is a result of **** payments, **** purchase, and additional payment/revolving **************.
  
  
  $1,111.05 - $123.25 + $529.00 - $28.19 = $1,488.61
  
  
  Revolving balance change from $54.30 to $25.15 is a result of **** payments due, total payments made, total new charges credits and returns, the **** credit applied to revolving balance, and the 9/22 EOD credit balance moved and applied to **** balance.
  
  
  $54.30 + $123.25 - $871.81 + $766.53 - $75.31 + $28.19 = $25.15
  
  ******** conducted a review of the Customers Apple Card Monthly Installment balance and confirmed no error occurred. The Apple Card Monthly Installment balance as of August 31, 2022 was $1,111.05. The Customer posted payments on September 02, 2022 that reduced the Apple Card Monthly Installment balance by $123.25. On September 10, 2022, the Customer made an Apple Card Monthly Installment purchase in the amount $529.00. As stated above, the revolving credit balance in the amount $28.19 was applied toward the Apple Card Monthly Installment balance on September 22, 2022. Subsequently, the remaining Apple Card Monthly Installment balance was $1,488.61 as of September 30, 2022.
  
  
  ******** confirmed the account balance is accurate. The Customer may reference the Apple Card monthly statements from the Wallet app or on **************.
  
  
  ******** conducted a review of interactions and was unable to locate any record of misinformation provided by a Bank representative.
  
  
  Based on the above details, we kindly request this complaint be closed.
  

  Customer Answer

  Date: 10/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have again reviewed in detail the transactions listed on both PDF statements and in the 'Wallet' app. Neither indicate a credit of $75.31 was issued to my revolving balance. To clarify, in case my original message was perceived the wrong way: I am not alleging malfeasance/misinformation on the part of any one person or group of people at Goldman Sachs/Apple, rather, I believe that an error has occurred in the bank's system which requires a manual resolution. Thank you. 
   

    

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 11/10/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 31, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to a return credit on their Apple Card.
  As provided in the Banks response to the Customers prior complaint, the Bank conducted a review of the account balances, payments, and return credits and confirmed no error occurred. Per the Apple Card Agreement all payments in excess of the minimum payment due are applied to the balance with the highest APR first. Payments over the minimum are applied to the **** balance only when the revolving balance reaches $0.00 since the **** balance is not subject to an APR.
  On September 18, 2022, the merchant Apple posted two return credits in the amounts $5.27 and $75.31.  These credits were applied according to the Merchants processing. The Customers revolving balance as of September 18, 2022 was $223.35. The credit in the amount $5.27 was applied directly to the Customers revolving balance and a Daily Cash Adjustment in the amount $2.42 was billed.The credit in the amount $75.31 was applied toward the Apple Card Monthly Installment balance associated with the original Apple Card Monthly Installment plan that originated on September 22, 2021. ******** confirmed this Apple Card Monthly Installment plan was closed as of February 02, 2022.  As a result,the return credit in the amount $75.31 was applied toward the revolving balance. The customer will not see this in the wallet, however we have outlined how this reduced the revolving balance. The Customers updated revolving balance as of September 19, 2022 was $145.19.
  During the investigation, the Bank confirmed the Customer made an overpayment to the Apple Card account revolving balance in the amount of $28.19 on September 22, 2022. The revolving balance as of September 22, 2022 was paid to $0.00, and the overpayment credit balance in the amount $28.19 was applied toward the Apple Card Monthly Installment balance, starting with the oldest plan first.
  The below is a running balance of the activity associated to the account reflecting the balances as of Sept 30, 2022.
  **** balance change from $1,111.05 to $1,488.61 is a result of **** payments,**** purchase, and additional payment/revolving **************.
  $1,111.05 - $123.25 + $529.00 - $28.19 = $1,488.61
  Revolving balance change from $54.30 to $25.15 is a result of **** payments due, total payments made, total new charges credits and returns, the **** credit applied to revolving balance, and the 9/22 EOD credit balance moved and applied to **** balance.
  $54.30 + $123.25 - $871.81 + $766.53 - $75.31 + $28.19 = $25.15
  
  ******** conducted a review of the Customers Apple Card Monthly Installment balance and confirmed no error occurred. The Apple Card Monthly Installment balance as of August 31, 2022 was $1,111.05. The Customer posted payments on September 02, 2022 that reduced the Apple Card Monthly Installment balance by $123.25. On September 10, 2022, the Customer made an Apple Card Monthly Installment purchase in the amount $529.00. As stated above, the revolving credit balance in the amount $28.19 was applied toward the Apple Card Monthly Installment balance on September 22, 2022. Subsequently, the remaining Apple Card Monthly Installment balance was $1,488.61 as of September 30, 2022.
  ******** confirmed the account balance is accurate. The Customer may reference the Apple Card monthly statements from the Wallet app or on **************.
  ******** conducted a review of interactions and was unable to locate any record of misinformation provided by a Bank representative.
  Based on the above details, we kindly request this complaint be closed.