topic Re: What to do about credit balance on Apple Card… in Credit Cards

What to do about credit balance on Apple Card…

TheBuccaneerGentleman — Tue, 09 Nov 2021 20:17:42 GMT

so this post is not to complain, but to seek a legitimate strategy to revive a credit balance check.

Sept. 2021 - I prepaid a medical treatment with my Apple Card and promptly (Oct. 4th) paid off the balance.
Oct. 27th 2021 - The medical facility was in error and says I no longer need the treatment and processes a refund.
Oct. 30th 2021 - I contact apple because the refund has posted leaving me a $2500 credit balance. After chatting with 4 or 5 reps and many phone calls finally this morning it was escalated and I was told that because I purchased a new iPad on interest free payments that I would have to pay that off first before they could process the credit balance check refund. Unfortunately their system cannot handle a credit balance (for them an overpayment) and trying to theoretically pay MORE to remove the $400 remaining balance for my iPad. I spoke to 3 reps about this and from their side it's technically not possible to now pay off my iPad so I will just have to sit on my hands until September 2022 when the iPad auto-completes it's payments and then request a refund check.

I asked "what if I close my card? Won't I get a refund check?" NO. Refund check would be issued in Sept. 2022.

I asked what arbitration existed because my Apple Card agreement says I can request a credit balance refund and my iPad payment agreement says I can pay off at any time (no clauses about the two existing together). Response was "not technically possible and a manager is the only arbitration"

I asked if there was an ombudsman or similar representative. NO.

I asked if my $2500 payment could be reversed and bring me bank to a 0 balance. Answer was possibly but it would take between 10-30 days to see if it was a possibility.

I've gone up the customer service scale to the top. Any other suggestions? Thank you!

Re: What to do about credit balance on Apple Card…

Remedios — Tue, 09 Nov 2021 19:36:29 GMT

Did you send a written request for refund?

Re: What to do about credit balance on Apple Card…

Remedios — Tue, 09 Nov 2021 19:38:34 GMT

Anyway, Federal law, overpayment must be refunded within 7 days from the date it was requested, GS doesn't get to make up rules.

Re: What to do about credit balance on Apple Card…

simplynoir — Tue, 09 Nov 2021 19:42:00 GMT

@Remedios wrote:
Did you send a written request for refund?

This here. FTC covers your rights regarding credits/overpayments in the link below. I would get things started right away and document it if Apple is not going to cooperate in giving you a refund. I imagine eventually it would be done by itself but it might be several months at minimum before they do

https://www.consumer.ftc.gov/articles/0219-disputing-credit-card-charges

Re: What to do about credit balance on Apple Card…

TheBuccaneerGentleman — Tue, 09 Nov 2021 21:55:34 GMT

Thx. I wrote a letter to Goldman Sachs based on that FTC website. Also filed a complaint with the consumer financial protection bureau. We’ll see if anything come of it. 🤷🏼‍♂️

Re: What to do about credit balance on Apple Card…

FinStar — Tue, 09 Nov 2021 23:10:56 GMT

Definitely keep your thread updated on the outcome @TheBuccaneerGentleman

Re: What to do about credit balance on Apple Card…

TheBuccaneerGentleman — Fri, 12 Nov 2021 23:03:35 GMT

So update. I sent the letter and complaint through the consumer finance protection bureau and today, about an hour ago, I got a notification that a credit balance has been processed. I reached out via chat and they "resolved" the problem by refunding all but $451 (remnant of my iPad payments) of the original amount.

it's funny that I had to go through so many additional steps if an easy solution existed. Overall I'm happy enough with the resolution but they get a D- for their customer service.

Re: What to do about credit balance on Apple Card…

wingennis — Fri, 12 Nov 2021 23:20:04 GMT

I had this happen when I bought my Mac Mini on the 0%. I also had a return and ended up with a credit. They refunded the difference between what was left on my plan and the credit but said they neither refund the rest nor apply the whole remainder to my payment plan. They did not waver from that stance until I bought my MacBook Pro on 12 month payments. They then promptly applied the rest of my credit to the remaining balance and closed out the payment plan. Stupidest thing I ever encountered in a credit card.

Re: What to do about credit balance on Apple Card…

NYJfan — Fri, 12 Nov 2021 23:54:43 GMT

I had about a $30 credit balance on my Apple Card and it automatically refunded to my linked bank account after about 90 days.

Re: What to do about credit balance on Apple Card…

NoMoreE46 — Sun, 14 Nov 2021 03:07:15 GMT

Looks like @simplynoir and @Remedios lead you to a great resolution.

Re: What to do about credit balance on Apple Card…

difringe — Sun, 14 Nov 2021 07:52:55 GMT

@TheBuccaneerGentleman wrote:
So update. I sent the letter and complaint through the consumer finance protection bureau and today, about an hour ago, I got a notification that a credit balance has been processed. I reached out via chat and they "resolved" the problem by refunding all but $451 (remnant of my iPad payments) of the original amount.

it's funny that I had to go through so many additional steps if an easy solution existed. Overall I'm happy enough with the resolution but they get a D- for their customer service.

Glad that you got a solution so quickly (funny how they figured out they could do that when you made the proper contacts), pretty surprised they made you go through this though, customer service is supposed to be one of their things!

Re: What to do about credit balance on Apple Card…

OmarGB9 — Sun, 14 Nov 2021 11:52:59 GMT

@difringe wrote:
@TheBuccaneerGentleman wrote:
So update. I sent the letter and complaint through the consumer finance protection bureau and today, about an hour ago, I got a notification that a credit balance has been processed. I reached out via chat and they "resolved" the problem by refunding all but $451 (remnant of my iPad payments) of the original amount.

it's funny that I had to go through so many additional steps if an easy solution existed. Overall I'm happy enough with the resolution but they get a D- for their customer service.
Glad that you got a solution so quickly (funny how they figured out they could do that when you made the proper contacts), pretty surprised they made you go through this though, customer service is supposed to be one of their things!

Apple itself, yes. Goldman Sachs, who backs/runs the Apple card...not so much.

Re: What to do about credit balance on Apple Card…

TheBuccaneerGentleman — Mon, 22 Nov 2021 17:19:24 GMT

Although the refund was processed now a few days ago, I just got GS response from my complaint through the CFPB. The response is quite long but here are the best bits... 😉

The Bank conducted a review of the account and confirmed the customer contacted the Bank on November 09, 2021 and was incorrectly advised that a credit balance refund could not be issued in error... Because the Customer has an Apple Card Monthly Installment balance that is still due, the account only had an overall credit balance in the amount of $2,024.30 that could be refunded after the merchant credit applied and new spending on the Apple Card... The Bank issued a credit balance refund in the amount $2,024.30 via ACH transfer to the Customer’s bank account on November 12, 2021... Based on the above details, we kindly request this complaint be closed.

anyways. Thank you all for your great ideas and to know what actually works against these Goliath companies!

Re: What to do about credit balance on Apple Card…

CAS2019 — Mon, 22 Nov 2021 22:36:39 GMT

@OmarGB9 wrote:
@difringe wrote:
@TheBuccaneerGentleman wrote:
So update. I sent the letter and complaint through the consumer finance protection bureau and today, about an hour ago, I got a notification that a credit balance has been processed. I reached out via chat and they "resolved" the problem by refunding all but $451 (remnant of my iPad payments) of the original amount.

it's funny that I had to go through so many additional steps if an easy solution existed. Overall I'm happy enough with the resolution but they get a D- for their customer service.
Glad that you got a solution so quickly (funny how they figured out they could do that when you made the proper contacts), pretty surprised they made you go through this though, customer service is supposed to be one of their things!
Apple itself, yes. Goldman Sachs, who backs/runs the Apple card...not so much.

Actually, I find Apple's customer service abysmal. Good luck if you have an issue with an online order on Apple's website. Worst company I have ever dealt with, and I am solidly in the Apple ecosystem. I have had to call GS a couple of times, and they have been very helpful; my experiences have been completely opposite of this.

Re: What to do about credit balance on Apple Card…

NRB525 — Mon, 22 Nov 2021 23:31:52 GMT

@TheBuccaneerGentleman wrote:
Although the refund was processed now a few days ago, I just got GS response from my complaint through the CFPB. The response is quite long but here are the best bits... 😉

The Bank conducted a review of the account and confirmed the customer contacted the Bank on November 09, 2021 and was incorrectly advised that a credit balance refund could not be issued in error... Because the Customer has an Apple Card Monthly Installment balance that is still due, the account only had an overall credit balance in the amount of $2,024.30 that could be refunded after the merchant credit applied and new spending on the Apple Card... The Bank issued a credit balance refund in the amount $2,024.30 via ACH transfer to the Customer’s bank account on November 12, 2021... Based on the above details, we kindly request this complaint be closed.

anyways. Thank you all for your great ideas and to know what actually works against these Goliath companies!

However, it sounds to me like they would already be on the path to refund the $2,024.30.

Just my opinion, and not directed at the OP, but people often get hot under the collar when the bank is already churning ( quietly ) to achieve the correct result that the customer was expecting. Calling them to inquire about a larger credit simply confused the bureaucracy, and leads to unnecessary CFPB complaints.

Then there's the bank perspective, where actually handling $2,000 to $2,500 as a cash refund should go through proper approval channels, and not just be pushed due to some phone call to a front line CSR. For my own cards, I prefer the bank to maintain control of the process so we communicate somewhat slowly and clearly about what my accounts should be transacting. Unless it's a suspected fraud, in which case I appreciate hearing from the bank quickly so we can address it together.

Glad it got worked out. Not surprised it got worked out.

Re: What to do about credit balance on Apple Card…

simplynoir — Tue, 23 Nov 2021 00:00:50 GMT

@NRB525 wrote:
@TheBuccaneerGentleman wrote:
Although the refund was processed now a few days ago, I just got GS response from my complaint through the CFPB. The response is quite long but here are the best bits... 😉

The Bank conducted a review of the account and confirmed the customer contacted the Bank on November 09, 2021 and was incorrectly advised that a credit balance refund could not be issued in error... Because the Customer has an Apple Card Monthly Installment balance that is still due, the account only had an overall credit balance in the amount of $2,024.30 that could be refunded after the merchant credit applied and new spending on the Apple Card... The Bank issued a credit balance refund in the amount $2,024.30 via ACH transfer to the Customer’s bank account on November 12, 2021... Based on the above details, we kindly request this complaint be closed.

anyways. Thank you all for your great ideas and to know what actually works against these Goliath companies!
However, it sounds to me like they would already be on the path to refund the $2,024.30.
Just my opinion, and not directed at the OP, but people often get hot under the collar when the bank is already churning ( quietly ) to achieve the correct result that the customer was expecting. Calling them to inquire about a larger credit simply confused the bureaucracy, and leads to unnecessary CFPB complaints.
Then there's the bank perspective, where actually handling $2,000 to $2,500 as a cash refund should go through proper approval channels, and not just be pushed due to some phone call to a front line CSR. For my own cards, I prefer the bank to maintain control of the process so we communicate somewhat slowly and clearly about what my accounts should be transacting. Unless it's a suspected fraud, in which case I appreciate hearing from the bank quickly so we can address it together.

Glad it got worked out. Not surprised it got worked out.

Normally I would agree with you but in this situation I think the escalation was warranted. The OP literally tried everything they could to get a resolution that would work for both them and Apple/GS for a fairly large credit. After getting the run around with solutions that seem not hard to implement at that point - and being told it may take 10-30 days as a possibility lolwut - I think they had no choice but to submit a complaint to the CFPB. As @Remedios pointed out they were getting the run around (or maybe they didn't know what they were doing?) and there are clear procedures here with regards to laws on what rights customers have. I pointed out earlier in the thread it would have probably been resolved by itself but would have definitely taken a lot longer than the few days the OP had to wait for them to process the refund minus the remaining balance on their payment plan. Sometimes pushing the issue higher up is how it's gotta be sometimes