Date Received: 2023-06-05
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Goldman Sachs Apple Card. I have been calling their customer service number for the last several months trying to enroll in a long term low interest payment plan for my balance of over {$13000.00} due to recent financial hardship stemming from XXXX, job changes, and loss of savings. I have been able to enroll in similar plans with every single other one of my other credit cards except the apple card because they do not engage in 3rd party debt consolidation or settlement programs, therefore, I am limited to dealing with them and them only. When I asked for this plan a few months ago I was first told that I needed my account to be past due in order to be eligible. That occurred on XX/XX/XXXX of this year which I was then informed had to be an additional month past due, which recently occurred on XX/XX/XXXX of this year. At that time, I contacted Goldman Sachs apple card again at their collections department who informed me that I was still not yet eligible for that program and the agents indicated to me that they were not sure why I was not showing as eligible for that program in their system. I spoke to a supervisor named XXXX on Friday who informed me that with the agent should never have given me timeframes on when I would be eligible for this program which the information, I was given ranged from one to three months past due and that he apologized for inconsistent information given by the agents. This supervisor XXXX also told me that I should be eligible for the program I'm seeking, which is a long term low interest plan paid off over a number of years with equal payments however it was not showing up in the system due to some IT error. He informed me that he was making a complaint to the IT department about the issue and that he could not sign me up at that time for the program I desired due to the glitch but to call back in a few days and it should be clarified. I have done so and the next day I called and was told by an agent that the manager named XXXX was likely trying to just relieve my frustration and seemed to invalidate or take back the notion that there was an IT glitch causing this plan I required to not show up in the system from my account. At this point I was flabbergasted with confusion as to why a manager would do such a thing and organized a callback from a supervisor with the agent. This callback never occurred from a supervisor and I have been speaking with two agents recently who kept informing me that the only two options are available for payment plans are short term options including a one month deferral and a six month payment plan which, I informed them would not fulfill my needs. I'm at a loss by all the frustration, inconsistent information, lack of kindness and responsibility taken by Goldman Sachs, and having to put my account into further delinquency because I was told that that was the only way to be eligible for the program that I needed. Agents are now telling me the program I am requesting no longer exists. I am again waiting for another call from a supervisor as we speak.
Company Response:
State: TX
Zip: 77057
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I've been unable to access my Apple Credit as Goldman Sachs / Apple is unable to input a new e-mail address for me to gain access to the card. The representatives have informed me that I have to close down the credit card and start a new one in order to access my credit card. This of course would hurt my credit rating and seems extremely convoluted for a consumer to have access to my account. I'm unable to review my balances, make payments, or make new charges with my apple card.
Company Response:
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: On XX/XX/2023, I deposited more than {$10000.00} into a new account with Marcus bank, acting upon their offer that guaranteed a {$100.00} bonus for opening the account, provided the balance exceeds {$10000.00} and is maintained for a period longer than 90 days. Despite fulfilling these criteria, the bank refused to award the bonus as promised. This has not only happened to me, but I'm aware of other customers who have faced the same issue. In an attempt to resolve this issue, I contacted the customer service of Marcus bank on three separate occasions. During the first instance, the representative inaccurately stated that my account balance needs to be more than {$25000.00} to qualify for the bonus, which contradicts the terms that were originally communicated to me. The second time, I was informed that my case had been filed for review. In my third interaction with the bank, I read the terms of the agreement to the representative who acknowledged my point but subsequently ended the call abruptly without further addressing the issue.
Company Response:
State: NJ
Zip: 073XX
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
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: I want you to know that I missed the payment on my account due to my being seriously sick and XXXX. I have lost out on job opportunities because of these late payment remarks. This is ALL because of the XXXX. I also could not close a home for my family due to this situation. I am really depressed
Company Response:
State: FL
Zip: 33634
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I tried to resolve the complaint with Marcus by Golden Sachs itself before I submitted the complaint to CFPB. However, I did not receive Golden Sachs callback as its agent promised. This is the reason why I submitted the complaint to CFPB on XX/XX/XXXX. On XX/XX/XXXX XXXX holiday, Golden Sachs called me back and disguised itself as it was addressing my CFPB complaint. According to my knowledge, they should respond to me through CFPB account. So I asked the agent what was my proposed solution. He just mentioned one of them, and told me that my request was denied. I questioned him what the other two proposed solutions I mentioned in CFPB complaints. He was unable to answer and transferred the conversation to his so-called supervisor. However, he recognized himself as the supervisor agent and his level is the highest level I could speak over phone. How can he transfer our conversation to his supervisor and have his supervisor talk with me? The processing way of Golden Sachs makes me feel they are trying every effort to fool customer and make customer accept their unreasonable solution. I have spoken to about 8 agents of Golden Sachs. Every time when the first agent can not solve my problem, the first one transferred the communication to the supervisor. Then the supervisor still had no authorization to solve the problem. The supervisor said a higher-level supervisor would call me back. But no one called me after their first-time promise. I called them again, they said they requested again. I confirmed and double check with the supervisor that I could speak to supervisors supervisor who have larger authorization during the callback. However, I received three callbacks but every time the three agents recognized themselves as the same level as the supervisor I talked to over the phone last time, no supervisors supervisor. Until last week, the agent disguised itself as responding to CFPB complaint, which made me frustrated and scared that Golden Sachs was such a big brand that they are lying all the time. I feel it is necessary to report their dishonest behaviors. Therefore I am writing to you, CFPB members, to ask you to investigate Golden Sachs to see if they disguise themselves as government agency to fool customers, as well as if they pretend to solve problems by just kick balls to other so-called supervisor agent, which is actually not a supervisor to defraud and play games with customers.
Company Response:
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My Apple credit card was compromised by Apple ID takeover in XX/XX/XXXX. Signifcant fraudulent charges were made on the credit card and have been satisfactorily resolved ( reversed ) by Goldman Sachs fraud unit. I paid the legitimate outstanding balance in XX/XX/XXXX. It took a prior CFPB complaint to bring the fraudulent charges to closure. The card was closed. Subsequently, the credit card was charged for the apple cash rewards related to the fraudulent items that were resolved/reversed. Goldman Sachs position is I'm responsible for the balance of these fraudulent rewards despite repeated calls with Fraud Unit to have the apple cash rewards reversed and resolved. I have proven I have no access to these rewards via apple cash as they assert. I have worked through the process Goldman Sachs requested. Apple has confirmed there is no ability to recover my apple id account after working the matter. I have talked with Apple Cash team and reviewed the fact I have no access nor did I benefit from the apple cash credited to me from the fraudulent transactions. The Goldman Sachs Level 2 Fraud Unit has corresponded with both Apple and Apple Cash representatives while I was on the line. In early XXXX, I was told the matter would be escalated to a responsible manager who could finally resolve the matter. I was told I should not be responsible for the rewards balance given I have no access to those rewards/nor benefited from them. I called Goldman Sachs today to confirm the resolution and was again told I was responsible for the balance and could again escalate the matter for review. I have made repeated calls to resolve this matter since XX/XX/XXXX and have exhausted my ability to communicate with Goldman Sachs effectively. Please assist me with resolution of the outstanding balance on this closed account, wholly related to cash rewards on fraudulent transactions. Goldman Sachs continues to report this balance as past due and is negatively impacting my otherwise outstanding credit report.
Company Response:
State: AK
Zip: 99502
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I had discovered that I had several fraudulent charges across many of my financial accounts. So I decided that I needed to review all of accounts for accuracy. It was that I had discovered on my Apple credit card that I had a total of seven fraudulent transactions that are as follows : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Once this was discovered Apple Card services were contacted. I also filed with identity theft and put extended fraud alerts on my credit reports. I had several fraudulent transactions from the merchant turo that I had to report. Every single one of my financial institutions impacted with transactions from this merchant were all found to be fraudulent. That is except Apple Card services, who stated that there wasnt any fraud. I am including with this statement, a copy of communication between myself and the merchant turo. This company is a peer lending car rental service. However, before use, you must be approved. This process requires assessing all of your legal identifying information and background checks. As in the document I provided, it reflects that in XXXX of XXXX I requested an account with the merchant XXXX, that I was subsequently denied. Therefore, all the transactions post XXXX with XXXX were fraudulent as I wasnt even able to access and utilize any services that they provide.
Company Response:
State: AZ
Zip: 85016
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was sent a {$100.00} promotional offer from Marcus by Goldman Sachs on XX/XX/2023. The offer required a minimum of {$10000.00} in new funds to be added to my existing Online Savings Account within 10 days of enrollment and to hold the required dollar amount for 90 days afterwards. I enrolled on XX/XX/2023 and added {$85000.00} on XX/XX/2023, to meet the minimum required dollar amount. By the end of the 90 day holding period, I had kept my pre-promotion balance plus the $ XXXX minimum in the account, but did not receive the {$100.00} promotional bonus. I chatted with Marcus customer service who told me I did not qualify for the bonus because I had to keep the full {$85000.00} + the pre-promotion balance in the account ; and I had only kept $ XXXX + the pre-promotion balance. This was not enough according to their reading of the Terms and Conditions. I attach the Terms and Conditions which is highly ambiguous - and ask that these Ts & Cs be amended to be clearer in the future.
Company Response:
State: MN
Zip: 55126
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Marcus by Goldman Sachs you are furnishing inaccurate and incorrect information to the consumer reporting agencies. The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes. You and your inaccurate reporting have damaged my livelihood. 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies ( a ) DUTY OF FURNISHERS OF INFORMATION TO PROVIDE ACCURATE INFORMATION 1 ) PROHIBITION ( A ) Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. Duty : a moral or legal obligation ; a responsibility Accurate : correct in all details ; exact. PROHIBITION : a law or regulation forbidding something As Defined by The IRS Even if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return. The IRS Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate! By Definition The IRS Clearly says a Cancelled debt or Charge off is Income. The reporting of this account as a debt is inaccurate. 15 USC 1681 s-2 Says you, Marcus by Goldman Sachs , are a furnisher of information to a consumer reporting agency. You ARE PROHIBITED BY LAW to furnish inaccurate information. I demand you to Cease and Desist the reporting of incorrect/ in accurate information immediately. 15 USC 1681 s-2 ( a ) ( 1 ) ( A ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate You are hereby put on NOTICE that you are furnishing incorrect inaccurate information. The lender must file Form 1099-C and send you a copy if the amount of debt canceled is {$600.00} or more and the lender is a financial institution, credit union , federal government agency, or other applicable entity as discussed earlier in chapter 1. The above paragraph is taken directly from the IRS 2021 publication. SEND ME MY FORM 1099-C that you should have sent when you Filled the account as a canceled debt. My Address is listed below! XXXX XXXX XXXX, XXXX, XXXX XXXX 15 U.S. Code 1681s2 ( a ) DUTY OF FURNISHERS OF INFORMATION TO PROVIDE ACCURATE INFORMATION 1 ) PROHIBITION ( B ) Reporting information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency if ( i ) the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ( ii ) the information is, in fact, inaccurate. In conclusion, I have shown you and you have been put on notice that you are reporting inaccurate information. The information is, in fact, inaccurate. The continued reporting of this inaccurate information is a clear violation of the Law 15 USC 1681 s-2 of your responsibilities as a furnisher of information. You have caused me and my family severe harm due to your negligence and inaccurate reporting. This is a final opportunity to Cure and DELETE This Erroneous, inaccurate account from my Consumer report.
Company Response:
State: GA
Zip: 30909
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Marcus by Goldman Sachs you are furnishing inaccurate and incorrect information to the consumer reporting agencies. The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes. You and your inaccurate reporting have damaged my livelihood. 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies ( a ) DUTY OF FURNISHERS OF INFORMATION TO PROVIDE ACCURATE INFORMATION 1 ) PROHIBITION ( A ) Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. Duty : a moral or legal obligation ; a responsibility Accurate : correct in all details ; exact. PROHIBITION : a law or regulation forbidding something As Defined by The IRS Even if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return. The IRS Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate! By Definition The IRS Clearly says a Cancelled debt or Charge off is Income. The reporting of this account as a debt is inaccurate. 15 USC 1681 s-2 Says you, Marcus by Goldman Sachs , are a furnisher of information to a consumer reporting agency. You ARE PROHIBITED BY LAW to furnish inaccurate information. I demand you to Cease and Desist the reporting of incorrect/ in accurate information immediately. 15 USC 1681 s-2 ( a ) ( 1 ) ( A ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate You are hereby put on NOTICE that you are furnishing incorrect inaccurate information. The lender must file Form 1099-C and send you a copy if the amount of debt canceled is {$600.00} or more and the lender is a financial institution, credit union , federal government agency, or other applicable entity as discussed earlier in chapter 1. The above paragraph is taken directly from the IRS 2021 publication. SEND ME MY FORM 1099-C that you should have sent when you Filled the account as a canceled debt. My Address is listed below! XXXX XXXX XXXX, XXXX, XXXX XXXX 15 U.S. Code 1681s2 ( a ) DUTY OF FURNISHERS OF INFORMATION TO PROVIDE ACCURATE INFORMATION 1 ) PROHIBITION ( B ) Reporting information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency if ( i ) the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and ( ii ) the information is, in fact, inaccurate. In conclusion, I have shown you and you have been put on notice that you are reporting inaccurate information. The information is, in fact, inaccurate. The continued reporting of this inaccurate information is a clear violation of the Law 15 USC 1681 s-2 of your responsibilities as a furnisher of information. You have caused me and my family severe harm due to your negligence and inaccurate reporting. This is a final opportunity to Cure and DELETE This Erroneous, inaccurate account from my Consumer report.
Company Response:
State: GA
Zip: 30909
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A