Date Received: 2023-06-27
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I got approved for Apple Card by Goldman Sachs in XX/XX/2023 and purchased Apple XXXX XXXX with monthly instalment. The next day I changed my mind regarding the color of the computer and went back to the store to exchange it. The specialist told me that he has to make a return and make a new purchase. After making the return transaction, the credit card started declining the new purchase transaction. There were sufficient fund s on the credit card. Barely I found the phone number of Goldman Sachs and called them right from the store. They told me that my account is under review and I have to wait until it is over. The next day I tried to purchase the computer online and after that my account has been locked. I called to the customer service of the bank and again they told me just to wait until the end of the review. I waiting about 1 week after I called them back to understand what is going on. One of the managers unlocked and verified my account. She verified that my account is all set and I can continue using it and purchase items from Apple. I tried to make a new transaction on Apple.com but again it put my account under review again. I called and wrote to the customer service. Every time they were telling me that my account is under review. The next day it wasn't. I called them 10 times, I spent 10 hour staying on the line and talking to the supervisors and managers. Nobody is helping me with this issue. Some of their supervisors just hang up and don't answer the questions. I haven't seen such bad customer service before. They don't tell me the reason of the review. My transactions don't go through.
Company Response:
State: CA
Zip: 90038
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Remark Code " Dispute resolved, Customer disagrees '' was added to my credit report between XX/XX/XXXX - XX/XX/XXXX this remark code needs to be removed. The Dispute has been closed in my favor and the temporary credit given has been made permanent to me. Given that the dispute has closed in my favor and the temporary credit has been given to me. The remark code " Dispute resolved, Customer disagrees '' Should be removed immediately.
Company Response:
State: CA
Zip: 91770
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2023, my account with Goldman Sachs Marcus Bank, which held over {$300000.00} in savings and Certificate of Deposit ( CD ) accounts, was unexpectedly frozen. The bank cited an inability to verify my phone number, which I had recently updated in my online banking account, as the reason for the freeze. They informed me that the only way to unlock my account was to complete an affidavit form, which they promised to send to my address for notarization and return. Despite my repeated attempts to expedite the process due to the urgent need to transfer my funds to my XXXX XXXX investment accounts, I have yet to receive the affidavit form. This situation has caused significant disruption to my financial planning and goals, and I am concerned about the bank 's handling of my account and funds. I had numerous attempts to contact them via their phone number provided in their email, the number always make me go through tedious call transfer processes for 30min-1 hour, and then transfer my call to their fraud department. The fraud department also repeat to claim that they sent the form and ask me to wait. There is no resolution and deadline. As of today, XX/XX/2023 I have not received an affidavit form that Goldman Sachs Marcus Bank claimed they sent on XX/XX/2023. I requested the proof of sending the affidavit, they refused. I requested any other method of proving my identify online or in person, they refused. It allows them to technically lock my account and freeze my saving and CD indefinitely by simply not sending an affidavit form or not admitting an receipt of affidavit form, or any other technicality on affidavit form, which I can not verify.
Company Response:
State: CA
Zip: 95051
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-27
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I was e-mailed a promotion on approximately XX/XX/23 from Applecard that said, " sign up for an Applecard, spend {$1000.00} within 90 days, and then receive {$150.00}. '' I signed up for their card through the e-mail they sent to me around XX/XX/23. I was immediately approved that night through their e-mail link. A couple days later I got another e-mail stating my physical card was on its way. I received the Applecard and spent the required {$1000.00} within 60 days. I then expected to see the {$150.00} cash back offer credited to my account after I paid off my bill. When it was not, I e-mailed them and then called Goldman Sachs. First they told me they would take care of the problem in two days, then 14 days, each time nothing was resolved. Now the latest is they want me to reproduce the original e-mail that they sent to me before they will credit my {$150.00}. Nowhere I was told that I needed to save this original e-mail and that I would be required to reproduce it as proof for my credit. My Apple e-mails automatically delete in my account after 30 days and this request makes absolutely no sense to me at all? I heard about the offer and applied for the credit card through their e-mail in the first place. I deleted it because I was already approved for the card. The only e-mail I could come up with is the one they sent me a couple of days saying my physical card was on its way. I have contacted Applecard several times and it has gotten more frustrating each time. I have talked to multiple managers who truly understand my situation, but have done nothing solve the problem. The people at Applecard clearly know the dates this promotion was going on and that I held up my end of the agreement within the required time frame. I have contacted my State Attorney General Office, who passed it to the Federal Reserve Consumer Help, who have recommended that I contact you. I really hope no one else is dealing with Applecard 's fraudulent and deceptive practices.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account ( XXXX ) # XXXX, # XXXX, # XXXX, has violated my rights. XXXX5 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for a purpose.
Company Response:
State: PA
Zip: 15235
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Charged twice for the same monthly payment. Contacted Apple Card/Goldman Sachs support and spent over an hour with them, chatting and on the phone. Explained to them that I only authorized one monthly payment, not two. They stated they can not do anything because the payment was already authorized with my bank and that I would have to contact my bank. When I checked with my bank, they stated the merchant ( Apple Card/Goldman Sachs ) had not yet completed the transaction. This objectively different from the information received from Apple/Goldman . I then relayed this information back to them Apple/Goldman and was put on hold. They came back and stated that they recognize that an error had taken place where they charged two payments and that both payments had not yet been finalized. However, they stated couldn't reverse the charges and could only file an inquiry. They stated I would have to wait 10 days for a result, despite them acknowledging and admitting that Apple/Goldman had made an error. When I inquired what exactly they needed to inquire when they already verified that they had made a mistake, they stated I would have to wait 10 days.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My XXXX XXXX GM card and all GM card customers was purchased by Goldman Sachs, the new card was called a Marcus GM card. Starting mid XX/XX/XXXX the database transitioning caused my monthly payment I had scheduled XXXX XXXX to fail to post on the XXXX. It took them 2 to 3 months for them to find the missed payment before I was notified and their database was not working. Late fees and interest on my new monthly statements were adding up and hrs on the phone to get a customer service. On XX/XX/XXXX, I called Marcus to request a payoff total, I was informed {$60.00}. I made that payment, on the phone, my balance should have been {$0.00}. Along comes another statement, the payment I made should have been, {$89.00}, more interest and a {$40.00} late fee, their customer service on XX/XX/XXXX, gave me the wrong payoff amount. The statement dates were, XXXX XXXX XXXX XXXX XXXX XXXX On XXXX XXXX, I made another payment of, {$69.00}, I was informed that was the best way to avoid more fees and interest, also to dispute the {$40.00} and the {$0.00} interest. On statement dated, XXXX XXXX XXXX XXXX XXXX XXXX, there is a {$29.00} fee charge.
Company Response:
State: FL
Zip: 33625
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Lets begin with me requesting Goldman Sachs to take the 5 disputes remaining from my closed account to arbitration months ago with Mastercard. 1 ) According to the FTC it is illegal to close a customers account if there is still open disputes, but they did. 2 ) After 2 re-disputes of a transaction it should go to Mastercard Arbitration per Mastercard policy. Well some of these disputes have been re-disputed 4 or 5 times. 3 ) This mess has been going on since XX/XX/XXXX which all the disputes were disputed in XXXX of XXXX. There were 8 disputed on XX/XX/XXXX, XXXX disputed on XX/XX/XXXX and on XX/XX/XXXX there were 44 transactions disputed. That is a total of 75 disputes and that is all I have disputed. So where they are getting all their numbers is beyond me. I have receipts for them all and have had 75 ruled in my favor and have proof of that, so dont know where these 5 disputes remaining came from, because I have not disputed any since XX/XX/XXXX, 4 ) As far as I am concerned this ACCOUNT IS TOTALLY CLOSED. 5 ) Are they adding disputes to get more money from me? They still owe me for the 13 disputes for {$1000.00} that they never credited my account. 6 ) On XX/XX/XXXX I received a phone call from Goldman Sachs regarding needing evidence for the remaining disputes. I told them they had to send me an email so I could send the evidence but after waiting all day I never received it, so I notified them per chat and was able to send the evidence through chat. The next morning I received an email from them ruling the disputes not in my favor so I re-disputed them. There is no way they had time to investigate the evidence, They were harassing me. 6 ) Today XX/XX/XXXX I received an email from them requesting more evidence for the re-disputed transactions and I resent all he evidence which is the same as I sent for the last 75 that have been ruled in my favor. I dont know why I have to keep sending the same evidence if they already have it. 7 ) This is total fraud and they have stated the merchant had contact with me and I authorized these transactions and that is a complete lie, I did not authorize any of the disputes that I have disputed. I have the merchants evidence and Goldman Sachs authorized all the disputed transactions by a name and address. There is no evidence of a charge card number, CVV number, password, or PIN number. I dont use Face ID or fingerprint ID and the IP address belongs to someone in XXXX XXXX over 400 miles away from where I live, I have proof of that. So it was not my device that was making the transactions so you need to do more investigating which you seem not know how to do. I had to investigate myself from the merchants evidence. That IP address on their evidence is NOT mine so it could not have been me making the purchases. 8 ) Your not getting another dime from me, you have stole all your going to get. You still owe me over 10 grand. 9 ) You are corrupt and cant be trusted!
Company Response:
State: IN
Zip: 478XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Credit card company Goldman Sachs Banks USA has disputed to issue refund after the merchant XXXX issued refund of {$1200.00} on XX/XX/23 to my Goldman Sachs credit card. I have provided all the evidence from XXXX of proof of payment and Goldman Sachs is refusing to issue my refund to my account.
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2023 I was going to open a CD at Marcus by Goldman Sachs Bank USA for their advertised 10 month CD with a rate of 5.05 % that had an OFFER EXPIRATION of XX/XX/2023. However, now when I go to claim that advertised rate, Marcus has changed the offer and will not honor the advertised rate, despite being clearly before its expiration date, in violation of U.S. law on offers and advertisement. You can not offer an advertisement with a specific expiration date then choose to not honor that offer when someone comes to accept it before the expiration date. I called Marcus to see if they would honor it and was flat out told no by two different people.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A