Date Received: 2023-06-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Account Routing Number : XXXX Called Apple Card/Apple Savings account help line customer service representative stated they are a Goldman Sachs Bank employee and told me that the only way to access my account balance was through the XXXX XXXX App . My XXXX is not working. I need access to my account.
Company Response:
State: TX
Zip: 75088
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have an Apple Card Goldman Sachs card and have never had issues up until recently. In XX/XX/2023, Goldman Sachs/Apple Card restricted my account without any explanation or reason. When I contacted them I informed them that I was a victim of fraud in mid XX/XX/2023 where someone got a hold of my social security number, Apple Card number, XXXX XXXX bank account number and other personal information. The fraudster tried to open a XXXX XXXX XXXXXXXX checking account but was unable to and XXXX informed me of this XX/XX/2023. I subsequently filed a fraud alert with all three credit report agencies, XXXX, XXXX, XXXX and XXXX. I also filed a police report on XX/XX/2023 and provided them with this information and the police number. I have contacted them on numerous occasions and have been told that my account would be unrestricted within a few days but it has no been nearly a mont since its been restricted. I am not given any explanation as to why, or a time frame. I am told I can also not call this department and that they only make outbound calls. This is incredibly frustrating as I have had the AppleCard for years and have never had issues. Please help me resolve this.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Hello CFPB, I hope you are doing well. I would like to file a complaint with my Apple credit card ( Goldman Sachs ) that I recently opened up a few months ago. I received a notice on my account today that my account is restricted and was told to reach out to support for questions or more information. I reached out right away and was not helped whatsoever with my account being in lingo. By far a bad experience for not having an answer and being told to wait until somebody reaches out to my via email. I had done my homework and reached out to users who have had problems exactly like mine and was told to file a complaint. So here I am. I would like to know why my account is not able to spend money. I make my monthly payments and was not over my limit. Please help. Regards, XXXX XXXX
Company Response:
State: MN
Zip: 55124
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XX/XX/2023 Green sky/thc loan inquiry saying Home Depot acct XXXX As well as I got a call yesterday too.. I called the # asks for last four of social didnt go further because Im not putting my number in fraudulent account
Company Response:
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-30
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: I have a problem with Goldman Sachs ( Marcus ) that commenced in early XXXX of this year and has not been resolved to date, more than XXXX months later. The bank moved my {$65000.00} CD investment into an inaccessible XXXXosed Accounts File on XX/XX/2023 and has refused to provide me with any verbal or written information defining the problem or the action required on my part to resolve it. They did suggest that I contact Marcus if I had any questions. Since then, I have spoke to Marcus at least 6 times ( I have phone numbers and dates of the calls ). The calls were recorded by Marcus. All verbal and written communications, after the Confirmation of Account Closure, have been initiated by me with absolutely no success. On XX/XX/2023, Marcus linked my Synchrony Bank account for a {$200000.00} transfer to a CD Account at XXXX XXXX APY, and a {$5000.00} transfer to a Savings Account at XXXX XXXX APY ) and my XXXX XXXX account for a {$65000.00} transfer to an 18 month CD at XXXX XXXX XXXX APY ). The total {$210000.00} Deposits from XXXXXXXX XXXX were reversed on XX/XX/2023. Apparently, my XXXX accounts were locked for security procedures due to a hold that I had placed on all transfers from my accounts several years ago. Once I became aware of the security lock, I spoke to XXXXXXXX XXXX and they rapidly reestablished access to these funds which, thankfully, remain in XXXXXXXX XXXX The funds appear to have been placed in the Closed Accounts File by the Marcus Fraud Department. It now appears that they wish to identify me. During an early XXXX call, I was informed that they had sent me a letter providing information on their requirements for identifying me. On XX/XX/XXXX, I called and told Marcus that I had not received their letter. They stated that the letter had not been sent, but they would again send a second letter. On XX/XX/XXXX, I took the initiative and sent Marcus a letter resuming my problem and sending the following notarized documents : Birth Certificate, Military Discharge ( XXXX XXXX XXXXXXXX XXXX ), U.S. Passport, Driver 's License ( FL ), and Social Security. On XX/XX/XXXX, I again called ( nearly a XXXX hour call were I spoke to 3 different levels of management, remaining on hold most of the time ) to tell them that I had not received the second letter. An check of my address showed that they had the correct address. They recognized that the notarized information that I sent them was sufficient proof, but it had to be submitted on a Marcus format. I asked that their attempt to send the third copy of the letter should be by e-mail, certified mail or, better yet, by XXXX. I also offered to pay the associated costs, if that were the problem. I was left with the impression that a third letter, emails, certified mail and XXXX services required higher management level approval. There was no commitment to resend the third copy, so I am left in limbo. Time passes rapidly - it has been 6 months since I opened my CD account and I have received no written and little verbal communications defining the problem or the action required on my part to recover my investment and the corresponding interest. That is all I want - an apology would also help.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: For 3 months and counting, Goldman Sachs ( GS ) has denied me, an XXXXXXXX XXXX living on a fixed income, access to my Marcus Online Savings Account ( OSA ). This is my second CFPB complaint regarding this issue. Each time I contact GS they tell me there's something else I need to do to resolve this issue, an issue which GS has never explained to me. Here 's a summary of the rabbit holes GS has sent me down over the past 3 months : XXXX XXXX XXXX GS told me that if I confirm my personal identity information ( PII ) with their identity verification team, they would unlock my OSA. After providing my PII, my OSA remained locked. XXXX XXXX XXXXXX/XX/XXXX GS told me that if I get on a conference call with GS and XXXX XXXX, they would transfer my OSA balance to XXXX XXXX. After completing the call, GS unlocked my OSA, initiated the transfer to XXXX XXXX, relocked my OSA and recalled/reversed the transfer. XXXX XXXX XXXX GS told me that if I submit an Affidavit of Identity ( AOI ) they would unlock my OSA. After receiving the AOI, GS unlocked my account only to relock it XXXX minutes later. XXXX XXXX XXXX GS told me that if I have the banks that funded my OSA recall/reverse the ACH the funding transfers that I would get my OSA money back, minus the OSA earned interest. I met with my XXXX XXXX and XXXXXXXX XXXX managers who told me it was impossible for them to recall/reverse an ACH that was initiated by GS. Question 1 : Why was my OSA locked upon transferring money to an external bank account that I had successfully transferred OSA funds to? Question 2 : Why hasn't GS mailed a check for my OSA account balance to the address associated to my OSA and verified in the GS requested AOI? The following details what's happened since submitting my first CFPB complaint ( Complaint ID XXXX ) on XX/XX/XXXX along with some associated questions for GS. In GS 's response to my XX/XX/XXXX complaint, GS stated that they were waiting for me to submit an Affidavit of Identity ( AOI ). I mailed the AOI to GS on XXXX using next-day shipping. After hearing nothing from GS for over two weeks and still not having access to my OSA, I called them on XX/XX/XXXX for a status. GS told me they'd received my AOI, that it looked good, and that they would unlock my OSA while I was on the call which they did- I verified it was unlocked using the OSA app. I immediately requested GS to close my OSA and mail me a check for the account balance but was told by GS XXXX XXXX that the account had been relocked, was under investigation and that I would get an email explaining the results of the investigation in 1-3 days. Question 3 : Why was my account unlocked on XX/XX/XXXX then relocked on XX/XX/XXXX after GS received the AOI they requested? After waiting a week without receiving an investigation results email and still not having access to my OSA, I called GS on XX/XX/XXXX and was told the investigation hadn't started. I immediately asked to talk to a GS supervisor but was told I had to submit a request to do so. I submitted a request and was told I would get a call from a supervisor on XX/XX/XXXX or XX/XX/XXXX. My son, who has my Power of Attorney, received a call from a supervisor on XX/XX/XXXX. However, I was unavailable to talk at that time and the supervisor refused to reschedule the call ( e.g., call later in the day ) per my son 's request. Question 4 : Why did I never receive an investigation results email from GS in 1-3 days as promised? Question 5 : Why to this day have I never received an investigation results email from GS? After hearing nothing from GS and still not having access to my OSA, I called GS on 6/2 for a status and was told by GS XXXX XXXX that my OSA had been CLOSED and that I would get an OSA closure letter in the mail in XXXX business days documenting the following : * Date OSA was closed * Reason OSA was closed * Current OSA balance * How to get my money, including interest, out of the closed OSA XXXX did tell me that I would need to have the banks that funded my OSA recall/reverse the ACH fund transfers. Shortly after this call, I received an email from GS stating that my account was closed. However, the email did not contain any of the bulleted information bulleted above. After waiting almost three weeks and not receiving an OSA closure letter, I received a copy of my XXXX, XXXX and XX/XX/XXXX OSA statements in the mail and a letter stating that the account was open! However, when I tried to access the account using the OSA app, I got the familiar " OSA Temporarily Locked '' message. Question 6 : Why did I never receive an account closure letter from GS in 7-10 business days as promised? Question 7 : Why to this day have I never received an account closure letter from GS? Question 8 : What is the status of my OSA? XXXX XXXX stated on XXXX that it was closed, the GS email I received on XXXX stated that it was closed, the GS letter I received on XX/XX/XXXX with the XXXX, XXXX and XXXX OSA statements stated that my OSA was open and the OSA app states today that it is temporarily locked. On XX/XX/XXXX I went to the XXXX banks ( XXXXXXXX XXXXXXXX XXXX XXXXXXXX XXXX ) that funded my OSA and asked them to recall/reverse their respective ACH fund transfers as instructed by GS. Both the XXXX and XXXXXXXX XXXX mangers told me it's impossible for them to do that since GS, not their banks, initiated these ACH fund transfers. They said that GS has to mail me a check for my OSA balance. Question 9 : Why did GS instruct me to have my banks do something that's impossible? A few weeks ago, a representative from Virginia 's Fairfax County Department of Family Services Office came to my house regarding my son helping me get access to my OSA. As my son and I have mentioned to GS, he has my financial Power of Attorney. On top of that, my son has never talked to any GS representative regarding my account without me first explicitly telling the GS representative that he has my permission to do so. GS contacting this organization is harassment. I should be the one contacting this organization to file a complaint regarding GS denying me access to my OSA for over 3 months. Question 10 : On what grounds did GS contact the Fairfax County Office of Adult Protective Services? If I don't get meaningful and accurate answers to these questions and a check for the balance of my OSA, CFPB has advised me to contact the Virginia State Banking Regulator and Virginia Attorney General regarding my CFPB complaints.
Company Response:
State: VA
Zip: 22182
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Marcus by Goldman Sachs refuses to transfer my money to any other bank. I've called them 4 times and finally spoke to the Fraud department. He asked to verify my Driver license number and I gave it to him. He said it's wrong and he refused any other assistance and hung up on me. I am completely unable to access my money.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I requested to close my Apple Card. the agent didn't sufficiently explain the consequences of closing the Apple Card account. because I have an apple installment, I no longer can pay it off early. even though I have made an excess payment, it can not be applied to the installment loan. I'm stuck with it for 1 year. because of the active installment on a closed Apple Card account, I no longer can apply for new Apple Card.
Company Response:
State: CA
Zip: 94107
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, I disputed a charge on my Apple Credit Card that was not authorized. I followed all of Apples instructions to update my password as they required that I change it. They then without any communication, locked both my savings account with substantial funds and my Apple Card. I have contacted them multiple times and they will not provide any access to my savings account until a review takes place. Despite phone calls, text messages and escalations, they will not provide access to tens of thousands of dollars that I have in their account. I can not make rent or pay my bills. I am beyond upset as they should not be able to lock my funds. I am considering all legal options.
Company Response:
State: WA
Zip: 98661
Submitted Via: Web
Date Sent: 2023-07-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This is not my account. I have no knowledge of this account. I am a victim of identity theft. This is just one of a few accounts that were opened illegally. I need this removed from my credit report as quickly as possible. Yes I realize some of the information is the same or very close to the same as my real information. That's why it's called identity theft. Tell me what I need to do to have the account removed from my credit report it as soon as possible.
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A