Date Received: 2023-03-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I was locked out of my Apple phone and Apple account because I forgot my Apple ID password after the IOA 16.1.1 " upgrade '' was forced downloaded on my phone. I save my passwords on my phone, which previously allowed for access through my unique thumb print. The recovery process allows for confirming my Apple credit card number ( Apple card through Goldman Sachs ), which I attempted to do by calling Goldman customer service to obtain. The credit card has no account numbers or even a phone number displayed on the card for instructions for who to call when you have any type of problem. I found the phone number by searching online. I spoke to a Goldman representative who informed me they " don't have access to my full credit card number, only the last 4 digits. Having been " locked out '' of my Apple account, I can't access my Apple credit card information which is in my digital wallet. Fortunately, I don't owe anything on my account, otherwise I wouldn't be able to make a payment because Apple won't recover my Apple account until XX/XX/2023. They transferred me to an Apple representative, whom also couldn't provide my full account number. I'm literally locked out of my profile, which includes access to both personal and business email accounts, all contacts, all financial records and accounts that are " digital '' in nature, as well as any preferred media locations. My concern is with Goldman Sachs inability to provide me with information that would have allowed me to recover my account information at Apple, but also Apple Corp for not being able to assist me recover " my data access '', which they should be able to do through a simple verification process. I get the security concern, but I could get them to a point where they would know I am who I represent to be. I had to go and purchase a new cell phone after having been " locked out '' of my existing phone, at which time a representative at XXXX XXXX XXXX could have confirmed my physical identity with Apple, should that have been offered. This is an unthinkable situation that is being driven by Apple and their partner Goldman Sachs. How can someone become " locked out '' from their digital profile, restricting or eliminating access to digital financial products.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: In the last week, I have applied numerous times to the Apple Credit Card, My GM Rewards Card, and My GM Rewards Business Card, after the application I was asked to upload my driver 's license and so I did. I actually included my 2 names and my 2 last names because they came back unable to verify identification information. At this point, I don't know who to talk to anymore or what else to do and they are not telling me anything else. They tell me to re-apply again and again and then they told me I have applied too many times in the last 30 days so they are back and forth. At this point, I don't know if they know whats my name and my last name but this needs to be fixed.
Company Response:
State: FL
Zip: 339XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX ( last Saturday ) I received a message from Goldman Sachs Maucus Bank stated that an external bank, XXXX XXXX, was linked to my saving ( 3 ) accounts at Maucus and also attempting to transfer XXXX from my saving accounts. I went into my accounts and found that XXXX XXXX was linked to my Maucus bank saving accounts, I have no any relationship with XXXX XXXX and never authorized such linkage. I canceled the transfer and removed XXXX XXXX from my " external linked accounts '' at Maucus online banking website. I called the Maucus right away ( three times ), all I was told that I have to call back during the regular business hours. I called again on Monday ( XX/XX/XXXX ) and reported the incident to Maucus 's tech support and being transferred to another " Specialist '' who opened three new saving accounts and I transferred all funds from the existing accounts to the new accounts. However, the next day, Maucus blocked all my access to my accounts, I called a number of times, I was told someone " will call me back in two hours '' to help me unlock the accounts, no one called me back and I got the same answer whenever I called. On Wednesday I asked the bank to closed all my accounts and send back the funds to my accounts with XXXX XXXX XXXXXXXX where all the deposits were made from. However I spent over 6 hours and spoke with over a dozen of " specialist, '' the calls were constantly being interrupt and the bank also block my cell number and email, hence I could not get any identity verification code the bank required to close my accounts. Until XXXX, the last " specialist '' told me all my accounts have been closed. On Thursday, the bank left a message in the morning and asked me call the bank again. When I called, the same story, they told me they won't close my accounts and all funds were subjected a further review which will take 5 to 7 business days. I tried to speak to different specialists, after 3 hours, one of the specialist ( supervisor level ) helped me went through the whole process again and she was able to identified my identity on phone ( called me three times, one call to close each account ) and told me there won't be any issue and I should receive all fund back to my deposit account with XXXX XXXXXXXX in 1 to 3 business days. Again on Thursday night two person from Maucus called me and said he/she wanted to identify my identity again This is horrified and so frustrating, Maucus does not protect its customers, when incident occurred with their security system, they just blocked my account instead of finding what was the root cause. Goldman Sachs Maucus Bank is poorly managed by a group less trained and irresponsible " specialists, '' only a few were reasonable, most of them didn't know how to respect customers and do their job. This security system of the bank is totally broken, how can the bank allow a third party bank linked to my account without my knowledge and authorization? As yesterday ( XX/XX/XXXX ), they still kept XXXX XXXX on my accounts and called again on XX/XX/XXXX, the fund is still held subjected their " review ''.
Company Response:
State: NJ
Zip: 08902
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX, 2023 I contacted Goldman Sachs to initiate a wire transfer for the purchase of my new home. I spoke with XXXX and provided wire instructions for funds in the amount of {$170000.00}. I was told by XXXX the wire would be received by the recipient same day. On XX/XX/XXXX I contacted Goldman Sachs to request a trace of the wire as it had not been received.The representative with whom I spoke with stated the wire had not been initiated because the original call was dropped ( our call had been dropped however, XXXX did phone me right back ). I provided wire instruction again to a supervisor only to be told that they would not wire to a third party and I could only wire to myself or an escrow company. She did offer me to transfer my funds to my linked XXXX XXXX account however, that could take up to 3 days. Since this was for a new home purchase, I decided to request another wire to my XXXX XXXX account which I requested the morning of XX/XX/XXXX. The representative to whom I spoke with that morning was XXXX. I provided her with very specific wire instructions that were provided to me by XXXX XXXX. XXXX confirmed these instructions with me 3 times and assured me the wire would be sent and received by end of day XX/XX/XXXX. At the end of the day, my funds were not received so I called back and spoke with a supervisor that informed me a wire was never initiated. She stated she could do a transfer to my linked account and offered to expedite it. Stressed and concerned, I told her I was not comfortable with that until I spoke with a representative with XXXX XXXX to confirm this was a viable option. I called XXXX XXXX and spoke with an agent that said that is a good option however, it may take up to 3 days to be able to tranfer out once funds were received. I then called XXXX XXXX on the evening of XX/XX/2023 and spoke with a supervisor name XXXX. XXXX told me that he could not expedite a transfer to my linked account and that additional verifications were going to be required but could not tell me what those verifications were. I then requested all of my funds ( {$250000.00} ) be transferred to my linked account and to please close my account as i was no longer confident I could ever get my money out of my account. I was on the phone with XXXX over an hour and asked that he please confirm the request to transfer my funds which he confirmed. This morning, my funds were still in my Goldman Sachs account so I called Goldman Sachs to confirm the transfer was initiated and was told by that representative that he had not. I am at my wits end and terrified I can not get my life savings out of this bank. My purchase is being held up. I did go online and request a transfer online however, I am limited to {$120000.00} so multiple requests will need to be made all taking XXXX days. I am not confident my funds will be transferred as I have read many complaints since all of this, that many people are experiencing similar issues with their accounts being locked or closed with funds still in their accounts and no way to get them out. They have also experienced the same customer service issues as I have with no one to speak with that has authority and no one seems to have any information on transactions or why they are not being done. each time I have asked for a confirmation number in which I am told that are none but to be assured the request was made. However, they are not being done. I need assistance with withdrawing my funds so I can purchase my home before I lose it. All of my savings are held with Goldman Sachs so I have no ability to withdraw.
Company Response:
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: The problem started when I tried transferring XXXX out of my account to one of my accounts because I decided I didnt want to have my money in the marcus savings account anymore. The next day I got an email saying that they have been trying to call me but I never received a call. My account was locked. That was XX/XX/XXXX. I called them and they told me that I would be sent an affidavit of identity to confirm my identity. I filled that out and had it notarized and sent it back on XX/XX/XXXX. I didnt hear from them at all. I called them today XX/XX/XXXX. I was told they received it from what I heard. I was then told that my account would be closed for reasons I can not be told and I would receive something else in the mail in another week or so. Im not sure whats coming in the mail because I cant remember exactly what they said to me. Now I have to wait longer to get my money back. They didnt communicate this information with me through email or anything. I had to call and figure this out. Im not sure why they couldnt have just unlocked the account and let me transfer the money out. All I want is my money back and this process is taking an extremely long time. Im not sure how many more things have to be sent to me to get this figured out. I confirmed my identity like they wanted me to do and I still have to wait longer to get my money. It doesnt make any sense and this has been a tremendous stress to me over the last month.
Company Response:
State: WA
Zip: 98292
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: AccountS Frozen ; keep being told will close, no reasons stated, no questions answered. Frozen XX/XX/23 nothing has been done. Supervisors don't get back to me. 5hours invested with no answers. XX/XX/23Account locked, XX/XX/XXXXVerified acc. was told account was ok, funds pullback had to be completed, call back XX/XX/XXXX to unlock. XX/XX/XXXX told acc would be closed, no explanation, would mail check 7-10 days. XX/XX/XXXX nothing done went through process of closing acc. would be expedited and no penalties, told to call back on status 2 days. XX/XX/XXXX accountS still open nothing done. Someone will get back to me within 2 days with explanation. Some type of fraud investigation? No explanations, refused to answer any questions. I want my money back with interest and no penalties on CD 's
Company Response:
State: NY
Zip: 12866
Submitted Via: Web
Date Sent: 2023-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Apple has recently started holding my payments for an unreasonable amount of time after they have been debited from my bank before crediting my account. For example, between yesterday and today I made two payments, one on XXXX {$4900.00} and one on XXXX for {$4800.00}. I was informed in a chat today with Apple Card customer service that it will take 11 days before these payments post and add available credit to my account. This is an unreasonable amount of time for Apple to hold my funds and not credit my account and is problematic for the following reasons. 1. ) I feel Apple is doing this in order to limit the amount I can use my card and receive cash back 2. ) Apple has been given no reason to delay credit of my payments. I have been a excellent client and made all payments on time and therefore interest free. 3. ) By refusing to credit my account in a timely manner they tie up both my funds and my ability to use the card. Therefore the funds are either tied up on a credit card that has no ability to earn me any rewards or cash back or if I pay the full amount and to have free use of my funds I am forced to pay the interest rate on their card. 4. ) This behavior by Apple might be understandable if I was not an excellent client with an excellent record of payment. In XXXX alone, I used the Apple Card to make over {$390000.00} in purchases. I have a XXXX credit limit, so on the average I not only paid my entire XXXX Apple Card balance each month, but I also paid an additional XXXX over the XXXX balance. Dates and information leading up to these issues. Historically, I have had no issue with Apple or with receiving immediate credit to my account after making a payment. However, on XX/XX/XXXX I made a payment for {$10000.00} at XXXX from XXXXXXXX XXXX to the Apple Card that was declined because of a issue with my account on Landmark Banks end. Upon seeing that the payment was rejected at I immediately on the same day ( XX/XX/XXXX at XXXX ) made another payment for {$4900.00} from my XXXX XXXX account. This payment was accepted. This payment was not late by any means. Not only had I been on time, I made the following multiple accepted payments to my Apple Card in XXXX XX/XX/XXXX for {$2900.00}, XX/XX/XXXX for {$990.00}, and XX/XX/XXXX for {$990.00}. Since this happened I have had to wait an unreasonable amount of time for my account to be credited after making my payment. When asked the explanation I received on XXXX for a payment made on XX/XX/XXXX and shown to be debited from my account on XX/XX/XXXX was the following response. From Apple : It looks like we have received a reversal on a payment you've made in the past. Due to this it may take longer for payments to reflect in your available credit. The payment of {$4900.00} will release on XX/XX/XXXX and the payments of {$2400.00} and {$15000.00} will release on XXXX hold is on our end not the banks end. Anytime there is a canceled, rejected or reversed payment, it can place a hold on the next payments made in sequence to that one. I was hopeful when I made the payments today that the hold would be released, however that was not the case and today when I made an inquiry this is the message I received. From Apple This payment has been applied to your account but is currently on hold. Your available credit for the payment in the amount of {$4800.00} made on XXXX will reflect on XXXX. In the meantime, you can review your account balance and make additional payments by tapping the link below. XXXX Im obviously going to stop using my Apple Card and thankfully have the means to pivot my expenses to other cards, but Apple Card should not be able target their customers who dont allow Apple to make money because they utilize their Apple card, pay it off and have a great payment history.
Company Response:
State: TN
Zip: 37215
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Apple MasterCard advertises 3 % daily cash back on select merchants such as XXXX but in reality, only gives 1 %. On XX/XX/XXXX transaction of {$99.00} received a 1 % cash back of {$0.00} rather than 3 % ( {$2.00} ). Apple XXXX cash back term stated on their website : " XXXX : 3 % Daily Cash is available for purchases using Apple Card with Apple Pay in XXXX U.S. stores, and bill payments and AutoPay on XXXX and in the XXXX app. Authorized XXXX dealers are not eligible for 3 % Daily Cash which can be found on XXXX XXXX account payments, and purchases made through any XXXX checkout, including those at XXXX U.S. stores, are not eligible for 3 % Daily Cash. '' But then on the actual transaction only gives 1 % back. I made a formal complaint on XX/XX/XXXX for the XXXX monthly bill payment made on XXXX using the credit card. on XX/XX/XXXX apple determined no error occurred. I called the apple card specialist and they said that you only get 3 % when using apple pay but the term stated above says in bill payments on XXXX. This is the false advertisement that influenced me to get the credit card.
Company Response:
State: MN
Zip: 55427
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2022, I was charged {$140.00} for a subscription that I did not authorize. The company claimed I had agreed to the renewal in advance but, at the time of initial purchase, I made sure auto-renewal was not enabled. I do this with every service related to my business. Similar to my other filed complaint ( XXXX ), I have had to repeatedly dispute this transaction with Apple Card . This issue, in addition to the other complaint, is what led me to cancel my card with Goldman Sachs and Apple. Per their request, I provided detailed communication to Apple Card about how I was charged without my authorization. I provided written communication and screenshots of my current account type with XXXX ( I have the " free '' version ) to Apple 's dispute department. For whatever reason, Apple Card continued to tell me that their dispute resolution team found that I was still liable for an annual subscription that I did not authorize. To date, I still have the " free '' version of the service and have not used the service at any point that I was charged. Apple auto-drafted a portion of the {$140.00} as payment after denying my dispute for the XXXX time. In XXXX, I had a credit of {$94.00}. In XXXX, when they reversed the charges again my balance went from $ XXXX to owing {$57.00}.
Company Response:
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: Good Morning, Due to hurricane Ian, Goldman Sachs stated in a email that I [ XXXXXXXX XXXX ] can withdraw early from my CD account [ XXXX A/c XXXX ] without penalty because I lived in XXXX, Florida which was affected by the hurricane. However they did not fufill this and instead the penalty [ {$140.00} ] still applied. I tried to raise this issue to Goldman Sachs on XX/XX/XXXX [ CaseID XXXX ] but there has been no progress for a month and still getting unconfirmed delay. I have attached all the required documents and please take the necessary action to get my penalty funds back to my savings account.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A