That seems a little silly, though, since Goldman Sachs is the bank in charge of the card and approval process. Just like Amazon doesn't know anything about the processes that are used to determine credit worthiness for their cards (that falls to Chase and Synchrony), Apple is merely licensing services from GS.

On top of that, GS representatives that work in a call center aren't going to know anything about the details or inner workings of the process either. With the amount of potential abuse for such information, it feels like it would be irresponsible for those people to have access to that info.

The bigger issue is that this couple had a valid complaint and had to turn to Twitter to resolve it instead of GS having some formal method of requesting the info.