Date Received: 2023-03-28
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: At the end of XX/XX/2023 I paid my apple bill, {$1900.00} with my other account, I did not want to pay it that way. So I contacted apple and the payment was cancelled, I then paid the balance with a different account, {$1900.00}. When I checked my account a few days into XXXX a new charge titled, balance adjustment was posted to my account on XX/XX/23, in the amount of {$1900.00}. Apple is stating this, Your dispute has been investigated. You contacted us on XX/XX/2023 regarding a payment to your Apple Card account. Goldman Sachs Bank USA has investigated your dispute and determined that no error occurred. Your payment of {$1900.00} was refunded to your bank account ending in XXXX as requested on XX/XX/2023. Your bank then returned the original/initial payment on XX/XX/2023. which increased your outstanding balance by {$1900.00}. You can view your payment history, monthly balance, minimum payment due, and payment due date in Wallet by tapping on your Apple Card or by accessing your most recent statement, however that is incorrect. Ive contacted so many different agents through chat because I never received a refund, should not have received a refund and I am unable to get this charge off my account. I finally spoke with one agent who stated I should send in proof of my bank statement that shows no refund was issued, and I did that on XX/XX/XXXX. When I submitted that I asked the agent how long does the investigation take, she stated 30 days. It is now XX/XX/XXXX and there hasnt been a removal of this inaccuracy. Im going to attach some statements made by apple representatives XX/XX/XXXX from a dispute agent about my submitted bank statement : At this moment it still says it's being reviewed. It doesn't give me any grave detail, but there should be more information within the next 24-48 hours. XX/XX/XXXX from an agent : Within 48 hours we should have an update. I am very sorry for this issue. We are working to fix it for you. XX/XX/XXXX from an agent : XXXX, I apologize for the hold. Thank you for your patience. This dispute is still been investigated. If any information needed we will reach out via email. XX/XX/XXXX chatted with a supervisor XXXX : Thank you for that information, I do see copies of your bank statement in your document library, however I do not see any notes regarding the statements being reviewed. I would be happy to escalate a complaint for you regarding this issue. I do apologize for all of the confusion and you having to call or chat in so often. I know that is frustrating. I would be frustrated as well. Thank you so much for your patience while I escalated that complaint. I have it submitted for you. I was very detailed as to what you submitted and have not heard anything back on. Please keep an eye on your email or for a phone call back from XXXX. Again I do apologize for all of this confusion. We will get this straightened out for you. Have a wonderful day. XX/XX/XXXX chatted with a supervisor XXXX : I submitted another dispute for you. I see that the previous dispute was closed. You can check again in 3 days. XX/XX/XXXX chatted with an agent XXXX : XXXX, after reviewing this issue, I do see they are currently working on this. You should expect communication from the team working on this issue. XX/XX/XXXX chatted with a supervisor who totally had no clue what I was referring to, as she kept mentioning old information and abruptly ended the chat after I told her I was filing a complaint with consumer finance and attaching chat documentation. Supervisor name, XXXX. Thank you for that information. I do apologize for the misinformation. After further of your account it looks as though the transaction in the amount of {$1900.00} was not transaction but a payment that was made on XX/XX/2023 was returned to you on XX/XX/2023. This is what she sends me after she supposedly reviewed the account. Old information. Nothing about my bank statements, noting about the complaint another agent filed for me- it was as if Apple isnt documenting properly or this agent was inadequate at her position. More chat from supervisor XXXX : Thank you for that information and I do understand your concerns. You can give us a call and we can assist you over the phone however the department for payments disputes you can not speak with directly. We can file a complaint for someone to reach out within 10 days after our review has been completed. Yes your bank statement are showing in the system that were submitted. Once she saw my bank statements had been submitted this is the response she gave, ONCE AGAIN Okay no problem, I have submitted a request to have it mailed out to you. In the meantime the email that was sent out concerning your dispute states as follows : Your dispute has been investigated. You contacted us on XX/XX/2023 regarding a payment to your Apple Card account. Goldman Sachs Bank USA has investigated your dispute and determined that no error occurred. Your payment of {$1900.00} was refunded to your bank account ending in XXXX as requested on XX/XX/2023. Your bank then returned the original/initial payment on XX/XX/2023. which increased your outstanding balance by {$1900.00}. You can view your payment history, monthly balance, minimum payment due, and payment due date in Wallet by tapping on your Apple Card or by accessing your most recent statement. HOW MANY TIMES DO I NEED TO CHAT IN WITH APPLE BEFORE THIS INACCURACY IS REMOVED- AND I CHAT FOR THIS SPECIFIC REASON, TO HAVE PROOF OF ALL INCOMPETENT CONVERSATIONS IVE HAD WITH PEOPLE WHO ARE SUPPOSEDLY IN A SUPERVISOR ROLE. IT SHOULD NOT TAKE APPLE THIS LONG TO INVESTIGATE A DISPUTE WHEN THE PROOF THEY REQUESTED WAS SENT ON XX/XX/XXXX AND I WAS TOLD IT WOULD ONLY TAKE 30 DAYS. IT IS NOW XX/XX/XXXX AND I AM STILL GOING BACK AND FORTH WITH THESE AGENTS.
Company Response:
State: MI
Zip: 48187
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have had money here for a couple years, seemed fine. I have moved large amounts to and from Marcus / Goldman Sachs before with no problems. But in XXXX, XXXX they locked my account for no reason ( had not been linked recently nor used in any way ). When I called to unlock, they spent half an hour telling me they couldn't figure anything out, then tried to transfer me and hung up on me instead. After another 45 minute call, the finally got me to a department that claimed to be doing a security check by sending me a code to a phone number -- that they asked me to give them. ( I could have been anyone! ) I gave them my number ( it's on the account ) and they said their service would not send a code. Just wouldn't do it. That makes no sense, I told them, I've gotten security codes from Marcus on that number for months. I asked them to send a code to my email on record ( a standard fallback for most banks ). They said they could not do that. They offered to send the code to a different phone number! ( Awful security practices! ) I gave them my wife 's. Their system would not send a code there either. To fix things, they say I have to fill out a notarized form ( they won't send it via email for printing, only snail mail ) THEN get it notarized, they mail it back THEN wait a few days THEN call them back again and go through all that and hope someone will actually unlock the account. Then I have to hope I can move the money out without their shutting the account down again. Given their complete lack of knowledge about the account 's status and their own procedures, I am not confident this will be resolved in a timely fashion.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Team, I bought a {$100.00} Apple gift card at XXXX XXXXXXXX XXXX XXXX, XXXX XXXX, CA XXXX on XX/XX/2023 at XXXX. When we tried to redeem the gift card at the Apple store on XX/XX/2023, we found the gift card was already whited out. The Apple store representative told us that the card has a {$0.00} balance and it was already redeemed on XX/XX/2023. The Apple store asked us to contact the XXXX store for a refund. But the XXXX store is asking us to contact Apple for a refund. After repeated attempts, we decided to file a complaint and reported the incident to the local law enforcement agency and to the Federal Trade commission. Apple team shared the email id to share the complaints. But the XXXX team handled the case unprofessionally. My calls to XXXX support contact number XXXX XXXX XXXX was disconnected intentionally thrice on XX/XX/2023 during XXXXXXXX XXXX PST to XXXX PST. The support team was not ready to share the support email id to share the complaints. I am expecting refund of {$100.00} from Apple or XXXX. I received an email from Apple that the refund needs to be claimed from the retailer ( i.e, XXXX ). I also received an email from XXXX that the refund needs to be claimed from Apple. XXXX case number XXXXXXXX XXXX guest relations contact number XXXX XXXX XXXX GiftCard support team on this contact : XXXX ( XXXX, CT ) This scam has been reported online on XX/XX/2023 but why has no action been taken by XXXX to remove the Apple gift cards from their storesXXXX XXXX XXXX? XXXX
Company Response:
State: CA
Zip: 95035
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. XXXX Account # XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) 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.
Company Response:
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
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: Victim of identity fraud need account removed from credit
Company Response:
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-25
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: Chargeback with XXXX XXXX : Reference to Case Number : XXXX & Case Number : XXXX with Goldman Sachs Apple Card XX/XX/XXXX XXXX XXXX Eastern Time : Airline ticket purchased from XXXX XXXX. Listed as being able to be cancelled on their website. Purchase of {$250.00} On XX/XX/XXXX XXXX XXXX Eastern Time ( via email ) : After refusing to cancel and refund the purchase the merchant offered me a credit for future use. They charged me {$45.00} to do so leaving {$210.00} as a credit with the merchant. I accepted and informed them I would reach out for help with Apple Card support as their website showed I would be eligible for a refund and they did not honor it. Dispute opened with credit card issuer. On XX/XX/XXXX at XXXX XXXX Eastern Time : Never heard back from Goldman Sachs Apple Card on dispute so I attempted to use previously offered credit and could not do so as the website didnt acknowledge it on my account. I reached out to XXXX XXXX customer support via Text Message support and corresponded with a representative named XXXX. He informed me there was no credit and there was nothing further he could assist me with. I have now received NO refund and NO credit. XX/XX/XXXX XXXX XXXX Eastern. Received email dispute had been denied. Called Goldman Sachs at XXXX and spoke with XXXX regarding my reversed chargeback. She found my email response from XX/XX/XXXX but did not see the attached PDF file. She reopened the dispute and informed me to reply back with images when requested again. Evidence submitted has been mishandled by credit card issuer and not attached. XX/XX/XXXX XXXX XXXX Eastern : Received email dispute has been denied. Called Goldman Sachs at XXXX and spoke with an agent asking how to escalate this matter. She was able to put me on hold to escalate to a supervisor. XXXX, answered and verified my identity. I explained the issue and she offered to escalate it for review. She indicated there was no case or ticket number for this action as it is " internal ''. She also indicated there is no service level established for when I should hear back on this. I requested at this time a copy of the evidence used in determination.
Company Response:
State: KY
Zip: 40299
Submitted Via: Web
Date Sent: 2023-03-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act, this creditors have violated my right. 15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies. 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. 15 U.S Code 1681e- A person may not procure a consumer report for purposes of reselling the report ( or any information in the report ) unless the person discloses to the consumer reporting agency that originally furnishes the report ( A ) the identity of the end-user of the report ( or information ) ; and ( B ) each permissible purpose under section 1681b of this title for which the report is furnished to the end-user of the report ( or information ). The IRS states that charge-offs are considered Income and income should not be reported under a consumer report. Besides this creditor is committing fraud by reporting the negative charge-off on my consumer report. I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps.
Company Response:
State: IN
Zip: 46324
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I need to set the record straight, sorry CFPB but I can not let this Bank take advantage of any other customers. They are doing corrupt business practices and they need to be investigated. 1. First of all there were 13 {$1000.00} charges and I will attach them. 2. They were all fraudulent charges even though in their response to my first complaint they stated they found no proof of fraud. The reason why they are saying that is because they are tied in with Stripe and have an agreement with them that if fraud is reported it falls back on the bank. Stripe is also tied in with XXXX XXXX which is based in XXXX one of the most corrupt countrys in the world. I will send you proof of that. The merchants evidence came from XXXX. I have chats from their specialist stating they were all reported as fraud and I will enclose those chats. 3. Goldman Sachs says there were 74 disputes. If you add up all the disputes that I won it comes to 83. This is calculated from the numbers they gave in their response to my previous dispute. They say 10 were duplicates and was reversed in my favor. Then there were 29 disputes that were resolved incorrectly and they were reversed in my favor. They stated that I reopened 57 transactions in XX/XX/2023 through XX/XX/2023 and thats a lie. There were only 5 reopened in that time frame and I will send them. Out of those 57 disputes they state that 44 of them were resolved incorrectly and were resolved in my favor. Thats a total of 83 disputes in my favor. This is a bank and they cant add? They state there are 13 disputes left that they are investigating. That brings the total of 96 disputes total. There are only 5 outstanding and 4 of them is for XXXX and XXXX for XXXX. This is a bank and we are suppose to trust them with our money! My account has a XXXX balance and I had already payed those charges for XXXX before the disputes were even made. I have proof. I made a XXXX payment in XXXX. 4. They stated in their response that the Bank confirmed the credit reporting is correct and accurate, another lie. 5. I received this morning from Apple Card notifications of dispute adjustments to my account and I will send them XX/XX/2023. These were resolved in XXXX and they are just now crediting my account. There are still XXXX more {$1000.00} to be credited to my account. The reason they did not credit my account when they were processed is because it would have made my line of credit to have a plus of {$10000.00} or more. They would have to give that money back to me. That is why they closed my account. 6. All these disputes are fraudulent and they know it. I never gave XXXX XXXX my account number, CVV number, PIN number, I do not use the fingerprint ID or Face ID. I did not authorize any of these transactions. The XXXX address that XXXX XXXX provided as evidence is not mine. I do not tolerate corrupt activity and do not want this to happen to anyone else, but have to think with all the complaints I have read on XXXX I have to think they have done this before and I am not the first, They have blocked me from accessing my account so I will not receive my monthly statement. This has really made me mad and they need to be investigated.
Company Response:
State: IN
Zip: 478XX
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: On XX/XX/2023 a payment of {$50.00} and a payment of {$420.00} was made to Goldman Sachs for my Apple card. Then on the XXXX of XXXX a check was issued from my mortgage company for a debt consolidation loan of {$2500.00}. However, they were overpaid by {$340.00}. I have reached out to Goldman Sachs on several occasions to get a refund for the overpayment, and every time I call, I get some excuse, like the account is under review. I called again on XX/XX/XXXX and was told that the account is under review and it could take up to another 10 days for someone to contact me. This account has never been late and I can not seem to get the assistance that I need.
Company Response:
State: NC
Zip: 27587
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have two accounts with Marcus, one has been open for a long time and recently opened a joint account. Marcus has blocked all my access to both of my accounts on XXXX XXXX claiming they couldn't verify my joint account owner. Mind you they blocked both of my accounts and refused to get me access to even see the funds in my account since last week so I have not been able to log into my account. After multiple verification calls and discussions with all different representatives, we were advised that we should initiate the closure of the joint account in order for me to get the quickest access to my personal account. In order to do so, we would have to move the funds out of the joint account which we agreed to do so but then they blocked the transfer out for no reason. I had called again, initiated another transfer, confirmed next day with a Marcus rep that it went through but it never showed up in my external account so gave them yet another call and again they blocked the funds going out of the account for no apparent reason. At one point the representative switched the account numbers and tried to withdraw funds from my external bank instead of sending funds there which cased another delay on the funds coming out because as Marcus claim it, they saw that I stopped the wrong transfer so they cancelled the correct one too despite the rep telling me all went through when I called to confirm the next day. I'm now a week with out access to my funds, all the bank representatives tell me different things on why the transfers apparently can not come through and why I'm unable to close the account and get access to my second personal account where I hold all of my life savings, just being more time to hold my funds despite me calling daily and trying to get access to at least see my account. I have been a loyal Marcus client for years and they are now refusing to give me access to my account and my funds. I have already spent over 10 hours in the last week on the phone with them and I'm lost as to what else can I do if they continue to block my transfers which they advised me to do so I can close the account and get access to the other unrelated account on my profile.
Company Response:
State: CA
Zip: 90405
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A