How can I escalate the WORST customer service at Goldman Sachs to senior management and to Apple?

I have a transaction dispute with a merchant that couldn’t make its own product work. I worked and worked with their “tech support” but they couldn’t make it work. I contacted them within one week of receiving their product. Their lack of support dragged out for months, blaming me and even Apple for the lack of compatibility (anyone BUT them). When I got fed up I tried to return it but a manager said they would not accept it because the 30-day return policy had passed. But these problems started immediately and were not solvable by their own people.

So I got Goldman Sachs involved. I filed a dispute and submitted tons of screen captures and emails detailing the lack of support and resolution. GS denied it because someone there submitted under the classification, “I didn’t receive the product.” I never contested that. It just never worked! This took 90 days.

So I re-opened the dispute and made sure my supporting evidence from the first dispute was attached to the re-opened dispute… or so I thought. A manager assured me she did this and said she would expedite this.

I called at the end of the month, as she suggested, and not only is there no such thing as expediting but the rep said he couldn’t see my supporting evidence. I went ballistic. He asked when I submitted it and I told him with the first dispute and I was assured it was attached. WHY COULDN’T HE SEE IT?

He eventually found it but the reps are used to seeing supporting evidence pop out to notify them. When it doesn’t, they think it doesn’t exist. I kept checking on a decision four more times and each rep reacted the very same way, asking the same questions, in the same order and providing the same assurances that THEY would attach my supporting evidence so it would pop out. But each time I called it never popped out.

Finally, they AGAIN denied what should have been a no-brainer approval. When I complain they transfer me to a manager who can’t do anything other than what I can do myself. They are not empowered to do anything! They don’t know how to think out of the box or advocate for their cardholders. I ask to speak to THEIR manager and they say they are the manager. Everyone answers to someone but then they say their manager does not interface with the public! I can’t even explain the technical nature of the product they can’t get to work to the dispute investigators.

I had to pay MORE money to buy another product to replace that piece of crap and it hasn’t had any problems. I haven’t even contacted tech support.

Goldman Sachs is absolutely the worst credit card I have ever used. I have immediately removed all recurring payments from this card. I’ve removed it from PayPal. It is no longer my default card. As soon as my Apple purchases are paid off I’m cancelling the card. Obviously no one there who gives a rat’s a** about customers.

Apple’s stellar customer service will surely be damaged by taking a chance on a company that has never had a consumer credit card before. Hope it’s worth the hit.