Date Received: 2023-05-01
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: My name is XXXX XXXX. I don't know why my name is showing as XXXX XXXX. I have had the GM Mastercard for over 20 years. During that time with that creditor, I never had a problem with scheduled payments online. Only recently, ( within the last year or so ) the card was changed to Marcus by Goldman Sachs. I haven't used the card much at all. On XX/XX/XXXX, I charged a charitable contribution of {$51.00} on the card. On XX/XX/XXXX, I scheduled an online payment of {$51.00} for XX/XX/XXXX to pay the full balance due, one day before the due date. Unlike other credit cards for which I schedule payments online, this card does not provide a confirmation number when the payment is scheduled. I received an email on XX/XX/XXXX, confirming that the payment was scheduled for XX/XX/XXXX and I saved that email as my proof of payment. On XX/XX/XXXX I charged {$500.00} and then on XX/XX/XXXX, I charged {$7700.00} for travel to XXXX XXXX. I planned to pay these charges in full before the due date to avoid interest or penalties. I have SEVERAL credit cards, and always schedule payments online on or before the due date. On XX/XX/XXXX, I received an email from Marcus that my payment ( which should have been paid on XX/XX/XXXX ) was past due. I called the company immediately and told them that I scheduled the payment online, and that I had an email from them confirming that payment was scheduled. They told me that the payment was cancelled. I never cancelled the payment. Also, I never received any notice from the company that my scheduled payment had been cancelled. As a matter of fact, when I went online to see what had transpired, there was no record at all of my original scheduled payment of {$51.00} OR the cancellation. On that first phone call ( I believe on ) XX/XX/XXXX, the representatives assured me that all penalties and fees would be credited. They said they could immediately credit {$25.00} of the {$35.00} interest fee ; however, they would certainly get a full refund to me for the full {$35.00} interest. A review of the recorded conversation will prove this to be true. To verify that the full interest of {$35.00} was credited, I went online again, as I felt that I could no longer trust Marcus by Goldman Sachs to handle my scheduled online payments. At that time, the rep told me that they could not credit my full interest charge, as it is there policy. I was furious, since I never canceled my payment, and I indicated to them that I think the credit card was participating in fraudulent activites. Why did I not receive any confirmation that my {$51.00} was canceled. As of today, I have paid my entire balance with Marcus by Goldman Sachs. Here is the remedy I am seeking : 1 ) I want a full credit for the interest charged to my account -- every XXXX. I do not feel I should pay {$10.00} when I scheduled the payment online and it was cancelled through no fault of my own. 2 ) I want assurances that there will be no future interest or penalties charged to my account for the money I have now paid in full. 3 ) I want to review the recording of the initial call I made to them on XX/XX/XXXX when the representative told me that all would be credited. The company has advised that they can not provide me with that recorded call. 4 ) I want an apology from the credit card company and a full explanation as to how the cancellation happened. Marcus by Goldman Sachs seems to be engaging in a scheme to charge people interest. I believe that either the cancellation of my {$51.00} was the result of a hack to their system or that the company intentionally cancelled that payment so as to incur interest on my balance. Most seniors on a fixed income would not be able to pay an entire multi-thousand dollar balance in full. They would likely be saddled with additional interest charges that would mount on their revolving balance, starting with the ( fraudulently ) canceled payment of {$51.00}. This may be a scheme to take advantage of senior citizens. I challenge you to look at my record -- check out my credit rating. I pay my credit cards in full monthly. Why would I cancel a payment to Marcus by Goldman Sachs when I had such a large balance on that card for the first time ever? I am seeking justice in this situation.
Company Response:
State: AZ
Zip: 853XX
Submitted Via: Web
Date Sent: 2023-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-30
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: So, this began in XXXX. I got an Apple Card as a back up. I maybe had XXXX dollars total charges on it the year and a half I had it before I stopped making payments from the ridiculous lack of any fraud protection and continuous fraudulent charges. For two years, I tried to get this resolved. I would always have to start over at stage one as Goldman Sachs would either not keep records, or when the person who could finally help me was to call me, they literally would not every single time, and Id finally get a call from someone who had apparently no idea of the 11-12 previous times at the end I had proven these charges fraudulent and awaited resolution. ONE TIME, they finally reversed all those charges. I happily paid. BUT THEN, despite these fraudulent charges coming from websites or states I had never visited, for example Goldman Sachs claimed my physical card was used in Texas while I was in Florida, and I would give them all the evidence, and eventually after the two hour grueling irritating runaround that they had set up as on the internet you can see this was clearly a business practice of theirs, theyd tell me theyd be able to help, and then either never return a call, have someone call without any idea of the past discussion and start over, or try to claim the charges were valid. As a soon to be lawyer at the time, in XXXX, I finally sent them the federal statute saying no one can be liable for more than {$50.00} in fraudulent charges. Told them I would report them. Then sue. Then I passed the bar and life got crazy. However, it just turned up again, as they know I dont owe the money hence why no collection is present, as when they tried to I put my foot down and explained how many fines and damages theyd be looking at if the forced me to sue, and that the tens of thousands of dollars theyd have to pay to defend compared to the hours of my life and court filing fees as they clearly were engaging in unlawful and deceptive business practices to avoid taking accountability that DESPITE REQUESTING THEY CHANGE MY CARD # THREE TIMES, THE REASON THE FRAUD PERSISTED WAS THEYD ONLY CHANGE THE PHYSICAL CARD #, AND I TOLD THEM EACH TIME CHANGE BOTH BUT THE DIGITAL NUMBER WAS COMPROMISED AND THEY EVEN PERMITTED FRAUDULENT CHARGES FROM VENDORS I HAD ALREADY SOMETIMES THREE TIMES PRIOR ALERTED THEM TO. Now, they have a status on my card as revoked. It doesnt look good to the bar, worst of all, it was not revoked. I paid as long as I could but finally when two years went by and I was paying off fraudulent charges and interest, I just couldnt and shouldnt and legally am not obligated to. They breached the contract, failed to provide fraud protection, failed to make proper good faith investigation into such, failed to provide any proof to their findings for either claiming the charges were valid, or when one time I finally thought I had at long last gotten justice, all charges were reversed, until two weeks later, somehow they magically became valid and were put back on. I am having my financial reputation, and my financial and credit score-based interests harmed by this practice that a simple XXXX search will show they have been deliberately doing and already sued over many times since before I even got my card. I kept telling them I want to pay what I owe but why would I pay statements that were, at the end 95-100 % principle and interest of fraud. I frankly wish to have an Apple Card again so I dont mind compromising but a compromise after all they put me through is paying the I believe {$500.00} left that are valid charges. Telling and demonstrative of their blatantly illegal and unlawful business practices is that magically a year ago they claimed I owed {$5700.00}, yet rather than increase it as would a legit debt, right now they say I owe {$3000.00} roughly, because just like the collection, they seem to be quite aware that they cant get away with everything but clearly are trying to manipulate and frustrate attempts to gain proper resolution in order to save a few dollars themselves despite contractually being obligated to have protected my information and indemnified or covered me for fraud charges, especially when three times I ask them to change the number and the say yes but dont change the compromised digital number. Anyway, the collection being dropped, the balance dropping, THE FACT THAT EVERY TIME I AM SUPPOSED TO FINALLY GET A CALL FROM SOMEONE WHO EVEN HAS THE AUTHORITY TO REMOVE THE CHARGES, as it takes three phone calls and the runaround to get even an appointment with them in disputing which is absurd, they NEVER CALL. And whenever I get a call, despite all calls being recorded and documented they claim, for some reason its another basic level customer representative without any idea of my situation that there must be 50-100 hours of recorded phone calls on and more notes. Eventually I had to give up trying it was wasting too much time, and am just reporting it now as frankly Ive been so busy it didnt come up till I was asked about a revoked credit card. That also is a violation of the Fair credit reporting act and fair financial reporting statutes. They are doing this to so many people I can not believe how many have had my experience, reading articles and peoples posts about it and XXXX complaints, being successfully sued as I am about to possibly engage in again so many times and not even trying to defend it but settling for everything plaintiffs are asking for yet somehow someway the CFPB to my knowledge has not done anything. They need to be reminded of all the federal statutory considerations mentioned above and theyre need to adhere to their contractual obligations. It simply violates numerous consumer protection and fair credit reporting laws every day they continue to claim my card is revoked and I owe any more than {$500.00}, which frankly is more than I owe, but I simply want to get this nonsense over with and calling them is literally futile theyve designed their corporate runaround to ensure that. Please help me finally get this resolved because XXXX cant believe how many times I was supposed to get a call back from them to finalize it and did not. It is disgusting.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-04-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Since XXXX of 2020 I been charged for services NOT being approved by myself as the card owner. I been attempting to locate the phone I sold with no luck with my wallet. The wallet has been used since last year XXXX and I have not been approving it. Ive asked apple for assistance over 100 times with no luck. My bill is now {$7500.00} I owe a lot of money that I did not approve, I have been asking for apple to reach out to me and investigate this and ask for assistance with no luck.
Company Response:
State: WI
Zip: 53172
Submitted Via: Web
Date Sent: 2023-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-30
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have had my apple account for years and have added money to my account to purchase from apps on my phone NUMEROUS times over the years. All of the sudden for no reason ( as nothing has changed ) apple disabled my Apple ID and they said it was permanent and despite talking to 6 people over 5 days no one will tell me why. They said they dont have any info and the decision is final. They refuse to provide me with a way to contact the people who made the decision so I can find out why. MORE IMPORTANTLY I have XXXX on my apple account that I just added this past week and I have the transaction from my bank to prove it. This was a direct purchase to my anpple anccount from my bank, not a gift card. Apple is telling me too bad. That apparently because they disabled my id there is no way I can get MY MONEY back. Isnt that outright theft? Not to mention I will also lose almost XXXX XXXX songs that I have purchased over the many years I have had this account. Each song is from XXXX to XXXX each!!! When I XXXX this, it looks like this is a common practice of apple which is clearly making them a ton of extra money in stolen funds.
Company Response:
State: KS
Zip: 66061
Submitted Via: Web
Date Sent: 2023-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I have an Apple credit card. Apple uses Goldman sachs as a bank. I opened another credit card with XXXX to do a 0 % interest balance transfer from my Apple card to XXXX. I submitted the balance transfer and in about 3 business days the {$3000.00} showed up on my account in XXXX credit card, but my Apple card balance remained the same. I waited an additional 7 business days and the {$3000.00} that i transferred was still showing up on my Apple card and now on my XXXX card. Now it is showing that I am carrying an additional {$3000.00} + the {$150.00} fee i was charged by XXXX to make the transfer. I called the apple credit card support line and talked to a goldman sachs representative and he told me that at this time Goldman sachs doesn't support balance transfers. But how was the balance transfer able to show up on my new credit card. Goldman sachs should have declined that Balance transfer in their system if they do not support balance transfers. It is criminal to put this burden onto the consumer where it now looks like i've taken an addition {$3000.00} in high interest credit card debt, which impacts my credit score and ability to make future financial decisions.
Company Response:
State: WA
Zip: 98117
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
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 want to make a truce with Goldman Sachs over this mess they have put me through since XX/XX/2022. I dont agree with them and I know how many disputes that were resolved in my favor and it was fraud. My nerves can not take anymore of this I just want to be done with it. I have never filed a dispute in my life and I am XXXX XXXX XXXX and have had charge cards for a long time. I also have never sued anyone in my life and dont think I could get through that without having a breakdown. You do owe me and you are in the wrong but I am done. I just wish you would have looked at what I sent and you did not. You didnt even attempt to compromise on anything that I asked. I did get that independent audit of my account and the numbers are correct with what I sent you! You do owe me {$17000.00} + but I cant take anymore of this. If you could at least take care of those last 5 disputes so I dont have to worry anymore about it, that would make me happy! I have money so the loss of the money wont hurt me, I just dont like being taken advantage of.or have the feeling that you dont believe me. You wouldnt even admit to the {$1000.00} charges and there were 13 of them. I have the receipts for those and so do you and they were resolved in my favor and never credited to my account along with those several {$530.00} ones. You have a lot of work to do to make your charge card operation work. Your managers and others need a class to help them deal with customers.The wait time to take care of your customers needs a lot of work. I will never have another charge card from you thats for sure. Its not in me to be so hateful but you made me so mad. I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We XXXX have big hearts and love what we do! So my apologies for being so rude. My son-in-law is a XXXX so I know my rights and I know I have enough evidence to use against your bank but I cant do it!! I just want it over with. Its been a nightmare for me!!
Company Response:
State: IN
Zip: 478XX
Submitted Via: Web
Date Sent: 2023-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I opened an account with Capital One in XXXX and have an ongoing relationship with them. I have made it a goal to make payments on time. There was a point in time where I had a mishap and unfortunately made a late payment in XXXX, I was affected tremendously by XXXX. Since then, and even before, I have always made timely payments. I am asking for a goodwill gesture based on the standing relationship I have had with your company for the last 6 years. This one late payment is causing me extreme hardship. I am hoping that Capital One can submit a Universal data form ( AUD ) to the credit reporting agencies requesting that they remove the late payment in XXXX of XXXX. I have really enjoyed doing business with Capital One Bank and a quick look over my account will show that I was always on time. I would greatly appreciate this goodwill gesture. I am hoping to hear a favorable outcome from Capital One. Thank you for your time. CAPITAL ONE XXXX
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: According to Apple Card, XXXX is reporting credit score/credit history from 6+ months ago. When I log on to XXXX account, I am unable to get a copy of full credit and in order to see my credit score on XXXX, it prompts me to pay.
Company Response:
State: IA
Zip: 51501
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: One day I tried to transfer money to another saving account with another bank called XXXX XXXX because they were offering a higher APY. During this process, I also updated my address on the account because I recently moved and did not want them sending statements to my old address. I never had an issue with transferring my money with any other bank, and this is the first bank that locked my account. When I try to contact customer service, they keep transferring my calls and hanging up on me. They said they needed to verify my account by sending me a code but said I needed an alternate phone. I told them I only had one phone and one phone number and asked if I could use my husband 's phone, and they said no. I asked to speak to a supervisor, and they kept hanging up. It is very unfair I cant access my own money just because I wanted to transfer it and update my address. I gave them all my personal information, and they still will not unlock my account. It has been over two weeks with no access.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-04-27
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Received a sudden email notice of forced closure on XX/XX/XXXX at XXXX. I called customer service same day and was told to call back as he was unable to assist with account restriction/closure. Called back and spoke with an agent twice on XX/XX/XXXX. Agent stated she will open up a case to see if the funds could be returned and account reopen. Agent states that she is unable to provide any information regarding closure or even any written confirmation that a case is being open up to reopen the account. The account holds my emergency funds which should have no suspicious activity as I have not attempted to transfer any funds. It is concerning that I was told the fund no longer belongs to me as the account is forced closed and no one I contacted has been able to guaranteed a return of my funds or even provide a written confirmation about the issue.
Company Response:
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2023-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A