Date Received: 2023-05-03
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I'm trying to pay my Apple Credit Card ( issued by Goldman Sachs ) with my Apple XXXX account ( held by Goldman Sachs ). Payments from Apple XXXX to Apple Credit card consistently fail the following day. Neither Apple Card support nor Apple Credit support teams are able to help. I've opened 4 separate support calls/chats and each time I'm either told to " try again '' or " it's a known issue ''.
Company Response:
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Apple/Goldman Sachs continues to freeze my account. Will not allow for withdrawals. And everyday makes me call and wait for over 1 hour. I have called XXXX times, each time waiting for over 1 hour to get them to unfreeze it and resubmit to move my money out. They unfreeze it but then the next day it's frozen. I want my money back immediately. I have requested my {$100000.00} ( roughly ) back for the past week so I can pay off a line of credit which i'm paying 11 % on. They keep denying it. Nobody can provide me with a solution after the XXXX phone calls ( over 5 hours ). I text apple and they keep saying to call and wait again which does nothing. I have requested a call back from management every time and still haven't received an email or a call.
Company Response:
State: CA
Zip: 92119
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I initiated a {$7000.00} withdrawal to my external account on XXXX. I was given no indication that there was a problem with this transaction. On XXXX I chatted with Goldman to inquire as to why the transactions was still " pending. '' I was advised that it had been " flagged '' and I needed to call in. I was never advised via email, call, text, etc. that this transaction was never going to actually go through and I have been waiting blindly for a week for access to my funds in my external account. I called customer service at XXXX three times on XXXX After speaking with the initial agent, I was told that I needed to " verify '' the transaction and that I would be transferred to that team. All three times, I was never spoken to again after being transferred and each call I sat on hold 1.5 to 2 hours with no acknowledgement. On the third call, I advised the initial agent that I would just like the transaction cancelled at this point so the hold on my funds would be released and I could just initiate the transfer from my external bank instead. I was told they can not help with that and placed in to the same call queue even though I advised her I would be filing this CFPB complaint if the same thing happened again, which it did. They seem to either just not care or the first line agents are not provided sufficient internal training to understand what that means. At this point I have no access to my funds and no ability to speak to anyone about it to solve the problem since there are no agents accepting the call.
Company Response:
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with non-monetary relief
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: Ive had disputes with my current landlord, XXXX XXXX XXXX, XXXX XXXX XXXX owned company. The employees verbally assaulted me on multiple occasions and forge documents. The employees are also slandering and defaming my reputation. I have witnessed many acts of fraudulent activities and have informed the FBI, FTC, XXXX and other government agencies. The merchant name appears as XXXX XXXX XXXX on my Apple Card. Ive informed the customer service representatives but I dont think they understand or know how to resolve the issue. Ive also informed HUD of the discrimination and verbal assaults/stalking. Ive also filed multiple police reports. The disputes with this landlord is related to another complaint regarding the disputes with my XXXX XXXX XXXX. Ive also had some disputes involving my XXXX trips. For whatever reason, my room keeps getting broken into when I leave and my articles of clothing go missing. Furthermore, the employees at the reception desk appear to be running some sort of scam/fraud. The keys to my room appear to mysteriously stop working and the hotels refuse to provide me with a digital card. Ive called the different hotel customer service lines but often times, they are not able to help. Ive also had issues with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Ive filed complaints regarding the XXXX XXXXXXXX and XXXX with the airlines, XXXX and flyers rights agencies. Lastly, I had some disputes involving a previous doctor that I was seeing that performed XXXX XXXX and also XXXX me. I dont think she even has a medical license in this state as my insurance company and state XXXX insurance had problems with her paperwork. I have filed a complaint with the Arizona XXXX XXXX.
Company Response:
State: AZ
Zip: 85743
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: 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: Disputed amount for {$240.00} due to being sold fraudulent tickets from XXXX and provided screenshots of the tickets, the issues that were supposed to be resolved by XXXX, and proof that the venue was unable to take the tickets. After multiple attempts to get this resolved, Goldman Sachs continued to side with the merchant.
Company Response:
State: CO
Zip: 80922
Submitted Via: Web
Date Sent: 2023-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have accounts that arent properly verified. The credit reporting agencies, the three major agencies arent properly investigating the accounts. These accounts remain unverified. The agencies keep responding telling me that they have verified the accounts but refuse to provide the method of verification. My different accounts are affected by a breach at the CFPB and should be removed from my different credit bureaus records. My privacy and my credit worthiness has bee compromised and this is a direct violation of Code 1681i Promptly update my files
Company Response:
State: AZ
Zip: 855XX
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: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: This is my third time opening a complaint via CFPB about the same problem : Goldman Sachs Bank continues to claim I owe additional money to them on an XXXX XXXX XXXX. I purchased an XXXX XXXX XXXX from XXXX in XXXX, XXXX via the XXXX website. I was offered 0 % financing on the XXXX XXXX at a purchase price of {$990.00}. The financing agreement was for XXXX payments at either {$82.00} or {$83.00} with tax. I have already provided Goldman Sachs with records of the payments I made, starting in XXXX, XXXX. I provided them with a list of all the payments I made via my bank in XXXX XXXX, totaling the purchase price of {$990.00}, in an Email dated XX/XX/XXXX. Goldman Sachs has not been forthcoming and has not acted in good faith in attempting to resolve this problem. They contacted my bank without informing or asking me about doing this. In every way, they have acted aggressively rather than in good faith. Instead, Goldman Sachs has apparently applied some of my payments on the XXXX XXXX to other items in the XXXX XXXX app. Items like my XXXX storage ( memory ) and XXXX XXXX are deducted directly from my bank account ; so my payments to Goldman Sachs should not be used to pay for such XXXX related expenses. Yet Goldman Sachs continues to harass me, claiming I owe additional money to them. At first their demands were for something like {$64.00}, then grew to {$140.00}, and now Goldman Sachs demands that I pay an additional {$140.00}. Despite having had open complaints filed with CFPB, Goldman has not acted in good faith. Instead, they are reporting me to credit reporting agencies, contacting my bank, and they recently have threatened me with court costs, attorney fees, and billing me for the hourly wages of attorneys or collection agencies fees. I am afraid that, even if I pay Goldman Sachs the newest demand, for {$140.00}, they will continue to harass me and fabricate new charges and fees they claim I owe them. They say to contact an Apple Card Specialist, which I have done at least a dozen times. Each time it is like starting from scratch, because the Apple Card Specialists have explained to me that no records are kept of what was discussed or agreed to on the phone calls. I also shall go to my bank to verify that my records from my monthly statements are correct. Under threat of legal retaliation, attorney fees, and billing for hourly wages, I feel coerced into paying Goldman Sachs to avoid such punishments for objecting to their outrageous, unprofessional behavior related to this small amount of money. I have never defaulted on a loan or missed payments on a loan for a car or a home ; why would I default on a loan for a computer? Yet I feel blackmailed into paying their demands to avoid owing whatever they may claim I owe. I shall pay the {$140.00} only if Goldman Sachs guarantees that, once I have paid that amount, they will cease and desist adding new charges that I supposedly owe. I shall never again finance an XXXX product or anything else through Goldman Sachs.
Company Response:
State: NM
Zip: 87505
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: 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: Dear CFPB, I am filing a complaint regarding Goldman Sachs Bank 's credit card dispute process. I opened two disputes XXXX & XXXX ( re-open of initial dispute ). The next paragraph is a summary and basic details about the purchase for context, then I return to this dispute with Goldman Sachs Bank in the subsequent paragraphs. I purchased a coffee maker advertised on XXXX, using a mobile web platform on XX/XX/XXXX, for {$490.00} ( U.S ). I realized at the time of purchase the company was based in XXXX, but assumed the merchandise would be designed for XXXX XXXX since the product promotion was on XXXXXXXX ( U.S ), and provided screenshots to support these facts. On XX/XX/XXXX I reached out to the merchant after the thought crossed my mind to check and make sure the machine worked in the U.S. I provided copies of the email exchange to Goldman Sachs Bank as did the merchant. It wasn't until XX/XX/XXXX the merchant informed me by email the machine would not work in XXXX XXXX unless I purchase a voltage converter ( expense and scary ). The product is not designed to work in XXXX XXXX ( wrong voltage ) and the cord will not work outlets in the U.S. The merchant informed be after additional emails ( also provided to Goldman Sachs Bank ) I was expected to send the machine back at my own expense and if there was any damage to the box or machine upon arrival back in XXXX, they would not provide a refund. None of this information or their XXXX page or mobile website. I felt like this was a scam. Why advertise a product in the U.S. that is not designed for or work in the market? I felt the merchant expected me to take all the risk. I already paid {$80.00} to ship the machine to the U.S ( purchase price was {$410.00} + {$80.00} shipping ), now I would pay to ship it back, plus the merchant would decide if I receive any refund once they receive the machine back? The merchant is already shady advertising products in the U.S. markets that don't work, so why should I trust them? I advised the merchant I was disputing the transaction. I opened my original dispute XXXX or around XX/XX/XXXX ( date of provisional adjustment of {$490.00} ). To open the dispute, the interaction was minimal, I did everything through the mobile app in a couple of clicks. I received several email updates from Goldman Sachs Bank during the dispute investigation which provided status updates and indicated that I would be contacted and allowed to submit evidence prior to any resolution. On XX/XX/XXXX I was informed " we're reviewing the merchant 's response for your Apple Card transaction dispute. '' The email again says I will have a chance to submit and they will reach out when its time. Three days later, XX/XX/XXXX I was informed, " your Apple Card transaction dispute investigation is complete and the merchant charge ( s ) will remain on your account. '' It goes on to say, " The evidence received shows that no credit is due because you agreed to the merchant 's terms and condition at the time of purchase. '' I was angry! Not only did Goldman 's Sachs Bank not follow their own process ( allowing me to submit evidence ), but the justification doesn't make sense to me. On XX/XX/XXXX, I called the Apple Card/Goldman Sachs Bank support and tried to reopen ther dispute, but I was told they could not do that, but they would create a new dispute and reference the original, so XXXX was created. Again I asked when opening and through subsequent emails when would I be able to submit my evidence? I was advised to submit through the mobile app chat function, then after calling customer support and being transferred multiple times, I was told the supervisor could help ( 4th person ). She advised me she could not and I would receive an email. I was finally able to submit my evidence ( a PDF document ) via chat in XXXX. On XX/XX/XXXX, I finally received an email from Apple Card requesting I submit my evidence, which I did submit the exact same file again. Today, XX/XX/XXXX ; I was notified " Your Apple Card transaction dispute investigation is complete and the merchant charge ( s ) will remain on your account. '' The reason provided, " We further investigated the dispute and reviewed any additional information that may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. '' I wholeheartedly disagree with this decision and do not feel like the dispute process was followed ( first case ) and " there is no evidence to substantiate the claim '' is factually incorrect ( within the context of use ). I have attached the PDF file I submitted to Goldman Sachs Bank. I would also like to point out that since I have contacted the merchant they have removed all references for the product from their U.S. XXXX account and their website. The only evidence I can provide are the screenshots I took of XXXX and of their mobile website earlier in the case.
Company Response:
State: IL
Zip: 60187
Submitted Via: Web
Date Sent: 2023-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Goldman Sach 's is stating that they never received the payment on the credit card which is more than enough to pay off the balance. I am not able to get this resolved. I have enclosed proof of the cancelled check. Thank You! XXXX XXXX XXXX
Company Response:
State: IN
Zip: 46123
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: Managing an account
Subissue: Banking errors
Consumer Complaint: Marcus by XXXX had savings account promotion. {$10000.00} new deposit for 90 days with {$100.00} interest bonus. I deposited funds XX/XX/2023. The balance of savings Never was below {$10000.00}. XXXX XXXX. {$100.00} interest bonus NOT paid. Call center, after 40 minutes, said system would NOT pay. Said customer service would call.
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A