Date Received: 2023-05-04
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: My cash back rewards stopped showing up on my account several months ago. I called the credit card company in mid XXXX and they said it would be fixed. At the end of XXXX, it was still not fixed. I contacted them again via chat and spent almost 45 minutes going back and forth with them. Several days later, the amount finally showed up in my account. However, I received an email stating that " no error occurred on your account '', a statement that is clearly untrue as it took multiple tries to get the issue fixed. Then, my wife received a similar email stating that they had tried to contact her about the problem- she has received no other emails or phone calls. Goldman Sachs is clearly trying to bury the fact that they had problems.
Company Response:
State: TX
Zip: 75025
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Dear CFPB, In asking for your assistance, I am seeking resolution to an unfortunate situation with XXXX, by XXXX Bank XXXX ( XXXX : XXXX. ) Today is XX/XX/2023, and XXXX Bank XXXX has been in possession of ( XXXX ) cashier 's checks that were intended to fund XXXX accounts opened via web portal, on XX/XX/2023. Access to the new accounts was subsequently locked, in their yet unfunded state. Any security concerns have been acknowledged as cleared by the Bank, as of XX/XX/2023. Quite likely sooner, as the completed affidavit was returned on XX/XX/2023. ( See attached documentation for details. ) The status of these deposits is still in limbo, even though the Bank acknowledged receipt of the funds, and placement in their respective accounts, via XXXX correspondence indicating ( XX/XX/2023. ) XXXX account remains open, showing XXXX balance ( OSA. ) The other, an XXXX month XXXX of XXXX was subsequently closed, flagged as " unfunded. '' ( Email dated : XX/XX/2023. ) Furthermore, after much research, it appears this is a recurrent method of operation, with unsuspecting customers. ( a.k.a., victims. ) Withholding deposits, locking account access, or otherwise stalling using XXXX XXXX in conjunction with " terms of service '' effectively lowers the XXXX, as advertised. This basically wipes out any monetary advantage gained by depositing funds with XXXX, versus their competitors. In simplest terms, I've been " screwed '' out of approximately XXXX week 's interest, even though the Bank has agreed to credit my ( XXXX ) cashier 's checks into the remaining account, if I CONTINUE TO WAIT. For what?? A somewhat less than equitable solution to my dilemma would be for the Bank to IMMEDIATELY credit the afore-mentioned funds, in their entirety, to the remaining OSA. Immediately means today, rather than XXXX to XXXX more days, yet again. Otherwise, the sum of my funds should be PROMPTLY returned via Bank check, to the address on file, which was provided when the accounts were originally opened. Promptly, means I will not find it necessary to place XXXX fruitless calls to " Customer Service, '' or file another complaint with the Regulators. No more perpetual loops of " Call, Wait & Repeat. '' Most average citizens like myself, can not endure the stress, suspected loss, or forfeiture of their life 's savings over these unnecessary hijinks. In what reality does it take over XXXX weeks to make a simple deposit into a savings account?? Also, do not attempt to purport that the Bank reached out via phone call, or email without response, to retroactively justify the delays. Please take time to review the attached documentation, as it will provide the information relevant to the accounts. Personally, I will be returning to XXXX XXXX XXXX, as this has been a horrific, and totally unexpected learning experience.
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I have bought Apple gift cards from various vendors over the last few months. All the gift cards were successfully redeemed on app store. My current apple account balance is XXXX. On XXXX XXXX XXXX, I tried placing an order on Apple.com and tried using the apple account balance. However, I was unable to place the order. See the attached screenshot ( Error Message-1 ) I tried calling Apple support and they mentioned that my account will be reviewed and subsequently the funds will be released after someone " reviews '' it. I tried placing order on XXXX XXXX XXXX and same issue happened. This time, I received other error message ( Error Message-2 ). The issue persisted on XXXX XXXX XXXX and none of the customer service representatives ( from pre-sales, sales, XXXX XXXX, store credit ) departments were of any help. Today ( XXXX of XXXX ), I spent so many hours trying to use my apple account balance. I received the same error message. However, an agent I talked to mentioned that my account has been reviewed and Apple has decided not to release my funds. He also hinted to file a dispute with credit card. I asked him, what the course of action was since my funds are being held by Apple and I am unable to use it? He mentioned that there is nothing he can do. I want access to my funds.
Company Response:
State: IN
Zip: 47304
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My Apple Card with Goldman Sachs was restricted on XXXX I contracted support from the link and they had me reset my AppXXXX ID and said it would be fixed. It was not fixed. Contacted them again and said I need to call the customer service number. I called and they verified a charge I made that they thought could have been fraudulent. I confirmed the charge and they said it would be fixed. Still wasnt fixed. Contacted them again and was told my account was under review but could not get me a time frame for the review. I contacted them again and they removed the restriction. I used the card on XXXX and the card became restricted again. I contacted support and they said it would be removed, and gave me a new card number. I tried to use the card again but the account was still restricted. Contacted them on XXXX was told it was removed and to wait 24 hrs as their system was slow at updating. XX/XX/ account still restricted, called again and was told a supervisor would contact me within 24 hours. No one ever contacted me. Called XX/XX/ and was first told there was a server error but a supervisor was working on getting the restriction off. After I sat on hold for XXXX min I was told my account was under review again. Its been XXXX weeks and I still cant use my card. I had the card setup for autopay and have had to change my accounts due to my charges being declined. Every time I contact them it takes 30-60 minutes of my time and Im getting a different story from each representative.
Company Response:
State: AZ
Zip: 852XX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a Goldman Sachs savings account through XXXX XXXX, and funded it with {$250000.00}. Yesterday ( XX/XX/2023 ) my account was frozen with no explanation given -- I tried using chat support but they indicated they had no idea why my account was locked, and I have spent 4+ hours on hold trying unsuccessfully to reach someone over the phone. I suspect this may be an erroneous fraud alert as I tried to use this account to pay one of my credit cards. My funds are being held hostage for absolutely no reason and with no recourse. Please help. Thank you.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
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: Tips left at multiple restaurants are not showing up on my Apple Card ( XXXX ). I've used the card at 6 or more different restaurants in different cities and provided a tip in each case. The tip does not show up on my bill. The restaurant/waiter is being defrauded likely due to a processing error in the system they use. Other credit cards work fine. I've spent hours communicating with Goldman Sachs about this problem with no success. Despite a double escalation, they blame it on the restaurants. Clearly, since it's multiple restaurants this is not the case. They have refused to accept this problem or investigate it. They're innocent, I'm innocent, but the waiter or restaurant is being screwed. I'm guessing the problem is with the XXXX processing system, but I really have no idea, it's only a guess.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: On XX/XX/XXXX I made a purchase for {$740.00}. This was my first time using this credit card. I was unaware about the closing statement date or billing due date. I was also unaware that their system automatically enrolled me in paperless statements once I created an online account, therefore I never received a paper statement in XXXX to make the payment. On XX/XX/XXXX at XXXX XXXX PST, I called asking for the statement. The agent by name of XXXX, confirmed my address and said they will be sending me the paper statements. She also said that a minimum payment was due and that I had incurred in a late fee of {$29.00}. I requested to speak to a supervisor regarding the fee because I was unaware of the bill due date due to a lack of paper statement. I spoke to XXXX XXXX at XXXX XXXX PST who informed me that he did not have the power to do a first-time courtesy reimbursement of the fee. I was transferred to XXXX at XXXX XXXX PST. He mentioned he was in the same situation. I kept requesting to speak to a supervisor and all of the agents informed me that there wasn't a supervisor available but that they could request for one to call me back. No one called me and I did not receive any notices in the mail. On XX/XX/XXXX at XXXX XXXX PST, I contacted customer service again. I spoke to an agent by the name of XXXX. She again informed that a supervisor was not available and hung up the phone on me. I called back and at XXXX XXXX PST, I was transferred to an agent by the name of XXXX. She said that she didn't have the power to make any changes to my account and said she would request for a supervisor to call me back. I kept calling back multiple times and no one until today has called me back. I kept calling back on XX/XX/XXXX and XX/XX/XXXX, asking to speak to a supervisor. I was never transferred to a supervisor. The agents would always say there were no supervisors available. Finally on XX/XX/XXXX at XXXX XXXX PST, I was able to speak to XXXX an account supervisor, who said needed me to transfer me to a different department because my account was already in collections and was reported to the Credit Bureau. At XXXX XXXX PST, I spoke to XXXX who said a supervisor would call me back ASAP. A lady by the name of XXXX XXXX called me and said she would submit a dispute regarding the Credit Bureau report and the revision of fees and that a supervisor would contact me withing 7-10 days with an answer. I requested written communication to be made as well for my records. It is now XX/XX/XXXX and I have not received a call back from any supervisor nor have I received any notices from the company. Yet, they keep charging me late fees and interests from the initial late fee and interest I was disputing. I believe this beyond advantageous, a complete theft, fraud and a gimmick to steal from customers. I request a review of my case and the necessary steps to lessen the charges and delete their report from the credit bureaus.
Company Response:
State: CA
Zip: 90242
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Marcus Bo Goldman Sachs has locked account and will not close my account and send me a check or wire
Company Response:
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
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: On XX/XX/XXXX, I placed an online order ( Order # : XXXX ) at XXXX which totaled {$89.00}. I paid for the items using apple pay. On XX/XX/XXXX, I placed another online order ( Order # : XXXX ) at XXXX and its total was {$24.00}. I also paid for the order using apple pay. On XX/XX/XXXX, I received an email notification that my second online order from XXXX XXXX was delayed. I subsequently reached out to XXXX XXXX to request a cancellation for the second order as the delay would have caused me not to receive the items on time. XXXX XXXX promptly honored the cancellation request and refunded me the {$24.00} back to the original form of payment. On XX/XX/XXXX, at XXXXXXXX XXXX, I received an email notification that my first order had been delivered. I thought this was an error because I had been waiting all day during normal delivery hours and I hadnt seen a package at my door or a delivery service vehicle in my driveway. I checked and there was no merchandise at my door or around my front door. The next morning, I checked again and still there was no package at my door or anywhere around my front door. I even checked at the mailbox and asked neighbors. I didnt find the package and my neighbors hadnt received or seen the package. I reached out to XXXX XXXX immediately to inform them that my package was marked as delivered but I didnt get it. I checked the XXXX XXXX app to see the delivery tracking and it was marked as delivered by XXXX on XX/XX/XXXX, at XXXXXXXX XXXX This was the first indication that something wasnt right. I had received an email notification at XXXXXXXX XXXX on XX/XX/XXXX stating it was delivered but the app had it marked as delivered at XXXXXXXX XXXX XXXXXX/XX/XXXX. I received an email from XXXX XXXX customer support XX/XX/XXXX, that asked that I wait at least 72 hours from the delivery time stamp because the package XXXX still turn up. Also in the same email, XXXX XXXX stated that theyre not responsible for any delivered packages that XXXX have been stolen or picked up by mistake. I reached out to Goldman Sachs ( Apple Credit Card ), the issuer of my credit card, on XX/XX/XXXX, to initiate a billing error due to XXXX XXXX statement that they arent responsible for items marked as delivered. In the interim, 72 hours had passed, and I reached out to XXXX XXXX again to inform them that I hadnt received the items. XXXX XXXX refused to refund the {$89.00} because the delivery service marked it as delivered and there was nothing they could do. The billing error claim was initiated on XX/XX/XXXX. I explained to Goldman Sachs that XXXX XXXX sent me two different delivery dates and times. I hadnt received the package and the package was marked as delivered far outside of normal delivery hours. I also explained that I had asked for delivery confirmation like a picture of the package at my front door to corroborate the delivery. I was issued a temporary credit for {$89.00}. I was informed that the investigation could take up to 90 days. On XX/XX/XXXX, I received notification from Goldman Sachs regarding the outcome of my transaction dispute investigation. The results were unfavorable to me because the evidence submitted by the merchant confirms that the merchandise was delivered, and/or services purchased have been completed. The {$89.00} credit was reversed. I requested copies of the evidence submitted by XXXX XXXX. I received the copy of the evidence on XX/XX/XXXX. The evidence was copies of the three orders that I placed through XXXX XXXX and the details regarding those purchases. One order was from XXXX and was delivered as expected. The second and third orders were the orders I placed in XX/XX/XXXX. XXXX XXXX marked the third purchase as returned and refunded which was incorrect. That third order was cancelled because the order was delayed, and the delivery date wouldve been too late for me. I never returned a purchase to XXXX XXXX. And the second order was the only order that I was disputing. I found it strange that XXXX XXXX would submit details about orders that had absolutely nothing to do with the current dispute. And I didnt understand why Goldman Sachs would find that the purchase had been completed simply because the package was marked as delivered by the delivery service company. I immediately reached out to Goldman Sachs to re-initiate the claim because I didnt receive the package. Yes, the item was marked as delivered at two different times, well outside of normal delivery hours, but that didnt mean that it was delivered to the correct address or delivered at all. I re-submitted my billing error dispute again on XX/XX/XXXX. I submitted emails between myself and XXXX XXXX as well the proof that I was given XXXX different delivery dates and times for XXXX package, and both were out of normal delivery hours. On XX/XX/XXXX, I received email notification from Goldman Sachs that the results from the re-submitted billing dispute were ready. And once again, they found that the order had been completed. I have initiated the claim once again. On XX/XX/XXXX, I re-submitted the dispute because I didnt receive the package. The merchant marked the package as delivered but it wasnt received by me. I asked for proof of delivery and the merchant couldnt provide such proof. I reached out to XXXX XXXX the same day the package was marked as delivered to try to come to a resolution. That was all in vain. I reached out to my credit card issuer within the time frame for billing disputes. Im not legally responsible for items that I didnt receive. Given that the delivery service company delivered the items after midnight, it was dark, and the package was likely delivered to the wrong address if it was delivered at all. Ive done everything thats required to dispute this purchase. But XXXX XXXX refused to re-send the items or issue a refund and Goldman Sachs is attempting to hold me responsible for items that I havent received. Id like any help in coming to a fair resolution. Ive attached documents which shows the dates on which the orders were placed, the delayed and cancelled order that XXXX XXXX attempted to say was returned, the XXXX different delivery dates/times that are well after normal delivery hours, and the Goldman Sachs XXXX XXXX.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On the XXXX XXXX XXXX XXXX i called about Marcus by Goldman Sachs and requested my account should be closed, and my remaining balance of $ XXXX be sent to me, but till this very day and after more than 7 calls from me to them on different days. They keep on telling me the same thing every time, that the account is under review and i should call back in 3 days which i always did and they keep telling me the same thing.
Company Response:
State: UT
Zip: 846XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A