Date Received: 2023-06-04
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I'm writing to express my concern regarding the unexpected restriction and blockage of my Apple Card spending capabilities, which occurred following an attempted {$99.00} purchase at an Apple Store. It's rather ironic that I've encountered this issue while shopping at Apple, wouldn't you agree? Despite my earnest attempts to resolve this situation through your Customer Support channels, including both text messages and phone calls, I have received scant information beyond the fact that my account is currently under review. Regrettably, no definitive timeline for this review process has been provided, leaving me in the dark about how long it may take. As a result, my card is presently unusable. Neither the Customer Support representatives nor any supervisors have been able to furnish me with more detailed information regarding the cause of this restriction. I've been informed that I am simply to wait patiently for a call back from " upper management ''. As a loyal Apple customer for nearly two years, I have, on previous occasions, been faced with challenges that have received the standard " We're sorry for the inconvenience '' response. However, in this instance, I believe that a more comprehensive response is needed. The implications of this account restriction are significant, and I would greatly appreciate a thorough and timely resolution.
Company Response:
State: TX
Zip: 75231
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My complaint pertains to the new Apple Savings product offered by Goldman Sachs. From the day I opened the account on XX/XX/2023 to the time I called customer service on XX/XX/XXXX to close the account, I have faced almost every single scenario featured in this XXXX XXXX XXXX -- plus more. XXXX XXXX XXXXXXXX Parallels to the XXXX include XXXX inability to verify external checking accounts for more than one week, moving money leading to " vanished '' money for more than one week, several deposits/withdrawals taking more than than two weeks to close, being told that I couldn't have " triangular '' transactions and yet blocking me from making the proper transactions ... and inconsistent advice at almost every turn. Impacts that I personally experienced mirror those faced by the customers featured in the XXXX article, such as : having to borrow against our XXXX for an emergency expense and missing the cutoff for final bids on a multiple-bid house because our good-faith deposit check was stuck. We were almost grateful our bid was not accepted, since the money is STILL stuck at Goldman Sachs three weeks later .... In all of these cases, Goldman Sachs made absolutely no effort to provide updates on pending actions or activities that required my inputs or approvals -- no phone calls or emails, no websites offering status updates, no requests for authorization. When I pro-actively reached to Goldman Sachs out via text or hotline, the customer service reps provided inconsistent, non-existent or incorrect advice. During several of these calls, I received the impression that had I not called, account verifications or ACH transactions would have just stayed " pending '' and would not have moved at all. On several occasions, when I requested status updates on pending or missing transactions, they literally had no records -- in spite of these same transactions being clearly documented by the sending or receiving external banks. There are two additional examples of poor actions, even beyond the examples reported in the XXXX : XXXX ) After two-plus weeks and multiple attempts to withdraw {$110000.00} from Apple Savings to an external checking account ( initially requested on XX/XX/XXXX ) the deposit finally landed in my external checking account the morning of XX/XX/XXXX. But by the afternoon, the money was GONE from the external checking account. According to the external bank, the deposit had been reversed by Goldman Sachs... for no reason and no notice. Goldman Sachs didn't inform me or ask for my approval. When I called Goldman Sachs, the customer service rep had no record of this transaction. 2 ) I promptly requested to close my account on XX/XX/XXXX. The customer service rep informed me that the account would be closed and I would be getting a check of the balance in the mail via XXXX. She specifically told me that I need to be home to sign, etc. I asked whether I could just transfer the money and she said, No, it has to be a paper check. Three days later, my online Apple Savings dashboard shows no indication of being closed. The deposit still shows the full amount. When I spoke to two customer service reps about this, both of them informed me that what I needed to do is " transfer out '' the money before I can close the account. They literally had no record that I had already requested an account closure, and moreover, that the first customer service rep that told me that they had to send me a check. If I had only been able to transfer the money in the first place, I wouldn't have requested closing the account. As of XX/XX/XXXX, money that I had wanted to withdraw on XX/XX/XXXX is still in the Apple Savings account.
Company Response:
State: NY
Zip: 12309
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX, we made a payment of {$560.00} to pay our Apple Goldman Sachs credit card bill thru XXXX XXXX Bill Pay. Apple Goldman Sachs credit card claimed they never received the payment. So to avoid a problem, we paid an additional {$560.00} that was subsequently credited to the account at the end of the month. We contacted XXXX about the first payment on XX/XX/XXXX and XXXX said they send the payment electronically and provided proof that the payment was sent and received. We've sent this proof to Apple Goldman Sachs more than once. Apple Goldman Sachs keeps claiming they can't find the payment. We've had at least 20 phone calls with people at Apple Goldman Sachs and no one seems to know what is going on. On XX/XX/XXXX, someone named XXXX called from Apple Goldman Sachs and even got XXXX on the phone with me to verify all the information in the proof of electronic payment. On XX/XX/XXXX, someone named XXXX called us from Apple Goldman Sachs and went over everything with us again, and acknowledged that they must have the payment somewhere and said she will track it down and make sure we get credit. She had promised to keep in touch with us but to date, we have heard nothing. We would like the credit for the extra payment of {$560.00} that we made. This has taken hours of our time and we are left with the impression that we are being stonewalled in the hopes that we will just go away and Apple Goldman Sachs will just keep the money that is rightfully ours. It's hard to believe that they are doing that, but the alternative is that their staff is incredibly incompetent. I'm not sure which one it is.
Company Response:
State: NY
Zip: 119XX
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Around XX/XX/2023, I opened an Apple Savings account with Goldman Sachs. Over the following weeks, I transferred all my savings to that account. On XX/XX/2023 I successfully made a withdrawal. However, when I attempted to withdraw more money on XX/XX/2023, that and all subsequent attempts to withdraw my money were declined. I immediately contacted support on chat for assistance, but the agent was not able to help beyond saying she had made notes of the problem. On XX/XX/2023, I noticed a message had appeared on my account that said " Savings Account Restricted. Your savings account has been restricted. Contact Support for more information. '' I immediately contacted support and was told there was a problem with the telephone number on my account. I recently moved and changed numbers, but Goldman Sachs were unable to update my number and offered no facility for me to correct it. The agent said I would be contacted in a few days when the back-office team had investigated it. I waited a few days and called again on XX/XX/2023, and was told there was no update and there was nothing I could do except call again later to ask for an update. I called again on XX/XX/2023 and even though I explained I have bills due and no way to pay them without access to my savings, I was still told there was nothing I could do except wait and that I would be contacted in a few days. I explained that I felt like my money was being held hostage and asked what legal recourse I had available. The agent couldn't offer any information and when I asked for a name and address to file a report, the agent was similarly not able to provide that information. I have not had access to my savings for nearly two weeks now and repeated calls to Goldman Sachs have not provided any means for me to regain access to my money.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I had someone steal my Apple ID on XX/XX/XXXX and I have {$500.00} in Apple Cash and {$3500.00} Im my Goldman Sachs Savings Account and I have been calling and talking to various people everyday there to try and get my money. I keep being told that my account is under review. No one will tell me what that means and why its under review since this savings account has nothing to do with my Apple ID like Apple Cash does. Finally yesterday after being transferred to several people, I was promised that someone from corporate would call me by the end of the day but possibly within the hour and I still never heard from anyone. I also have no way to even get into my savings account. They all seem to be so secretive for some reason. Seems fishy to me and I thought they were a huge bank. The funny thing about all of this is that someone cloned their phone number and called me from a number that shows up as their number and even says Goldman Sachs and that is how I got scammed and got my Apple ID stolen in the first place. Goldman Sachs is well aware of the problem about their phone number being cloned as they are the ones that told me about this.
Company Response:
State: CA
Zip: 91406
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: On XX/XX/XXXX th we were wanting a estimate for a furnace since we were having problems with ours nickle and diming us to death.. Plus the fact it was almost 30 years old..Had a company come out to our home diagnose the problem. Said it would cost between XXXX XXXX dollars to fix when my wife found the same piece for XXXX at XXXX. Said they couldnt do it that way that we had to go thru them. Anyways my husband asked for a estimate on a new furnace and the guy said he had a guy he works with that could help me A hour later this guy shows up asks my husband if he could measure furnace, and comes sits at our table with laptop. Asks my husband 4 questions. NamebirthdateSocial and when he got to social my husband says listen buddie. Im old school. I need paper work In Front of me.. and asked for address.. The salesman says that he sent the link for paperwork while telling my husband he needed his signature on a black computer screen and again my husband said youre going to fast for me. SLOW DOWN. asked why the signatures and he said just chicken scratch right here one for credit check and again my husband said I dont need a credit check I have good credit and the salesman said he needed to check it to get us the best possible price he could and the other signature was us allowing him in the home to do it He never sent the link and we told him that. My wife asked him to resend it and we told him we had a printer and we would print it and make a decision at a later date. He immediatley got up. Said he had another meeting and would send us link when he got back to his office.. Never happened. What he did do was open a LOAN IN MY HUSBANDS NAME WITH THE INFORMATION HE GOT FROM HIM WITH A COMPANY CALLED XXXX NEVER AUTHORIZED THIS LOAN AT ALL AND HE OPENED IT FOR 10 years and 127 payments which means XXXX XXXX $ in interest. My husband started getting emails from a company named green sky, which we have never heard of in our life didnt answer them or open them because he thought it was spam after the fourth day he decided to open it because it was kind of a nasty email and thats when he found out that he had a loan open in his name without his authorization.
Company Response:
State: WV
Zip: 26301
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have an Apple card and savings account with Goldman Sacks, which had been restricted for unknown reasons for over a week. I had a missed call and left a voicemail from Goldman Sacks asking me to call back the number ( XXXX ) XXXX. After calling the number I was advised that I need to wait for the call back to verify my identity. It's been more than 1 week and still waiting for a call back to verify my Identity. Even after numerous chats and calls to Goldman Sacks, I was unable to unlock my card, and customer service reps stated there was nothing they can do and asked me to wait for a callback. I think it is unacceptable to lock my card and savings account and have customers wait for weeks for a callback and have no other option to un-restrict their cards. This is a bad practice on the part of Apple Card/Goldman Sacks . It is not fair to suspend customers ' cards and savings accounts and have them wait for a call back from a special department to handle suspected fraud, every major credit card issuer and bank deals with this kind of verification within 1 call. Dear cfpb please investigate the bad practice on Goldman Sacks part. There are numerous complaints on the web with the same complaints, people have to wait months to get a call back from Goldman Sacks in order to verify their identity. Please Investigate!
Company Response:
State: CA
Zip: 94121
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I had no knowledge an Apple Credit card was taken out by a member of my family. I starting getting bills and rather than getting a bad report on my credit, I foolishly paid them. The account was finally closed and now it has been reactivated. I really an annoyed by this, I thought it was all taken care of. Now I have a new balance popping up and I dont know what to do. I dont even know the credit card number or why these charges are reappearing. Please help me to get rid of this once and forever. Thank you.
Company Response:
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: I made two seperate purchases with XXXX in these purchases I chose to do a trade up program where I purchase devices from XXXX and return an older model for credit. After receiving my merchandise, XXXX sent out trade in kits which are empty boxes where XXXX instructs me to put the phones in the box and ship back to apple for a refund against my original purchase. After thoroughly doing so and shipping back the trade in kits which consisted of XXXX trade ins per purchase for a total of XXXX traded in phones, XXXX honored the trade in of XXXX devices per purchase and canceled XXXX of the other XXXX per purchase for a total of XXXX canceled trade XXXX. XXXX then did not ship me back my device or kept my device. I have been scammed out of my devices and XXXX will not even give me a proper explanation of why. I am due a refund or return of my merchandise. The XXXX transcions in question are as follows : Web order # XXXX web order # XXXX
Company Response:
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: This credit card 's customer service is totally ridiculous and a disaster, first of all they take forever in verifying the account, and then secondly for every small inquiry I have they keeop on transferring me from one department to another. The online chat section is worthless because one person is taking care of multiple inquiries, I had problems with the credit card yesterday and I made a complaint with CFPB and today I am doing the same. I don't understand why you guys ask the customers name to verify the account when there are so many different nationalities living in XXXX with different names and it's very very hard for the customer and the customer service agents to understand the name, it should be plain and simple, you should be just be asking about the credit card number, the date of birth and social, thats it, XXXX is making it unnecessarily complicated and difficult to verify the account. secondly, I called in today to know that how can I use the accumulated point on my credit card, the customer service did not have an answer of it and wanted me to tranfer to the rewards department, if the customer service doesn't have an answer of this small inquiry, why are they sitting over there?
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A