Does anyone know how I can leave feedback on Goldman Sach’s Apple Card team? I had the absolute worst experience with one of their employees.

This morning, I got a notification on my Apple wallet regarding a charge from a merchant I did not recognize. I opted to contact an Apple team member through the Wallet app. I was quickly connected via text message to an Apple team member. I informed the Apple team

member that I believed my Apple Card had been compromised because there was a charge I did not recognize or authorized from an unknown merchant. She said that because the charge was decline due to insufficient funds she could not do anything. It was a very large unknown charge. I asked her if I could please get a new card because again, I believe that my card was compromised because I did not recognize the charge nor the merchant. She said that technically I could request a new card but that I would have to do it on my own. I asked her what was the purpose of me getting in contact with a team member if they could not help me with this unknown charge from this unknown merchant. She said that she believed my card was not compromised and that she could order a card for me on her end if I requested it.

I requested for her to order me a new card. She then proceeded to instruct me on how I could order myself a new card. When I asked her again, if she could order me a new card, like she said she could on her end she said okay I can order you a new virtual card number. After asking her twice to order me a new virtual card number she proceeded to tell me how to order a new physical card. I then proceeded to order a new physical card and I saw that my address was out of date. On the wallet app, when it say “I would like to update the shipping address where I can receive my new card” it automatically opens the text messages and types in that exact message in the chat. The team member proceeded to tell me that she could not help change my address, and begin to instruct me on how to do it myself. I asked her to please end the conversation between us too, so that I could speak to a new representative. She was incredibly unhelpful, she made me feel like she was doing everything in her power not to help me and would not listen to me when I ask her to order me a new card. I even had to ask her to answer my question because she continued to ignore my initial question. This experience was one of the worst customer service experiences I have ever had.

The team member’s name according to the text messages was Sophia.