Date Received: 2023-02-24
Issue: Closing an account
Subissue: Funds not received from closed 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 transfre 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 calls. On Wednesday I asked the bank to closed all my accounts and send back the funds to my accounts with XXXX XXXX XXXX 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. 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 XXXX. Again one Thursday night two person from Maucus call me again 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 its the root cause. Goldman Sachs Maucus Bank is poorly managed by a group irresponsible " specialists '' only a few are reasonable, most of them don'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 part bank linked to my account without my knowledge and authorization? As yesterday ( XX/XX/XXXX ), they still kept XXXX XXXX on my accounts.
Company Response:
State: NJ
Zip: 08902
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/23 - Account opened online and {$65000.00} transferred to the account. POA paperwork will be needed for this account and an ( incorrect ) mailing address was provided for that purpose. POA paperwork sent via the USPS. XX/XX/23 - The next day, online access to the account is " temporarily locked '' - i.e., no access to the {$65000.00} in the account. XX/XX/23 - Called customer service to unlock account. They respond that it will not be possible until POA paperwork is received. I am asked to wait longer. XX/XX/23 - Account remains locked. Again, I call customer service and am told to continue waiting. The account can not be unlocked until the POA paperwork is received. XX/XX/23 - Account remains locked. Again, I call customer service and am told to continue waiting. XX/XX/23 - Account remains locked ( now a full 3 weeks since the POA paperwork was submitted ). " XXXX '' in customer service now tells me that the address I was given to submit the POA paperwork was incorrect. She's " sorry '' and " it can take weeks for the paperwork to find its way to the correct location ''. I request and am given the correct mailing address for the POA paperwork. XX/XX/23 - Account remains locked and no funds are accessible. POA paperwork is resubmitted to the correct address ( XXXX XXXX XXXX XXXX, PA XXXX ). Mail is sent certified this time. XX/XX/23 - POA paperwork is received and signed for by a representative of Goldman Sachs at XXXX XXXX XX/XX/23 - Account remains locked and no funds are accessible. Again, customer service is called. The initial representative is no help as she recounts the correct mailing address, etc. I ask to speak to a supervisor. I speak to " XXXX ''. She tells me ( after a lengthy hold ) that Goldman Sachs does not have the POA paperwork yet- this despite my going over the contradictory information, tracking number of the mail, date delivered. At first I am told that it can take 2-3 business days for them to process the paperwork ; however, when I point out that it has now been 3 days that the paperwork has been in their hands, I am again told that this can take " weeks ''. I ask to speak to her supervisor and am told there is NO ONE over her who will talk to me on the phone. I ask to submit an escalation and receive a return call from someone who can help me get the account unlocked. She agrees to submit the escalation request, but she reminds me that it will only be a supervisor " like her '' who calls me back and they " won't be able to help me either ''. I ask XXXX to put it in the notes that I intend to file a complaint with CFPB as these " locked '' funds will be needed to pay bills next week and if that does not occur, penalties and/or other harm will occur.
Company Response:
State: OR
Zip: 97303
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I attempted to open a loan acount with Marcus Golman Sachs and was denied due to an active savings account that I have no knowledge of. I contacted the bank by hone who confirmed that there was an account and provided me with necessary steps to close the account.
Company Response:
State: CT
Zip: 06095
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX XXXX XXXX Marcus Bank locked and closed my Savings acct. XXXX XXXX said account XXXX is closed and fund {$7500.00} will be mailed back to me to the address on file in a few days. XXXX XXXX spoke with XXXX XXXX hold for 50 minutes and supervisor will call me back. Never did. XXXX spoke will XXXX and told a manager XXXX will me back. XXXX XXXX called back stating acct is being closed. Fund will be forwarded to my linked external XXXX XXXX XXXX in 1 ~2 weeks. XXXX spoke with XXXX. Acct is closed {$7500.00} will transferred to my linked external XXXX XXXX XXXX - XXXX. XXXX spoke with XXXX. He said a supervisor will call me back TODAY to wrap up this case. Never did. So far 3 conflicting statement were given to me. XXXX supervisor XXXX. She said she closed the acct and transferred the {$7500.00} to my external XXXX XXXX. case # XXXX. Fund will show up to XXXX XXXX in XXXX days. But it did not happen. XXXX supervisor XXXX told me XXXX had some internal error. Fund did not go out before. Fund now transferred out to XXXX XXXX XXXX XXXX ET with case # XXXX. I have not received my money so far. Marcus Bank lied to me over and over and held my money for 2 weeks so far. This is very unprofessional and criminal.
Company Response:
State: CA
Zip: 91301
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I NEVER REQUESTED MY ACCOUNT TO BE CANCELLED!!! I contacted AppleCard on XX/XX/2023 because my card was declining, I spoke with an agent who helped verify the transaction and continued to use my card. However I went to use it today and it declined. I called and AppleCard is saying I closed it?! Thats not true!! Please listen to our calls!!
Company Response:
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: Company states the following : Apple Card Customer : XXXX XXXX XXXX, XXXX We reviewed your credit limit increase request. Goldman Sachs Bank USA could not approve your request for a credit limit increase because : Your monthly debt obligations are high relative to the income you reported on your application - examples of debt may include credit cards, loans or monthly housing payments ( how so? ) Goldman Sachs Bank USA received your credit score from XXXX XXXX XXXX. ( X ) Your credit score is a number that reflects the information in your consumer report. Your credit score can change, depending on how the information in your consumer report changes. Your credit score ( XXXX XXXX Score XXXX ) as of XXXX XXXX, 2023 : XXXX ( Abuse of My Reports Contingent upon " Income Stated '' - 2nd attempt this month for XXXX XXXX XXXX ( Also Incorrect ) Credit scores range from a low of XXXX to a high of XXXX. Goldman Sachs Bank USA does not make credit decisions on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, marital status, age, or military status, among others. We also do not consider your assets in checking, savings, or investment accounts unless you were asked to provide this information during your Apple Card application. Learn more about how your Apple Card credit limit was determined Your credit line increase request did not result in a hard inquiry on your credit report. Key factors that adversely affected your XXXX XXXX Score XXXX : Length of time accounts have been established Lack of recent installment loan information Too many inquiries last 12 months No recent bank/national revolving balances If you have any questions regarding your credit score, you should contact XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX This decision was based in whole or in part on a report from the consumer reporting bureau ( s ) listed below. The bureaus themselves played no part in making this decision and are unable to supply specific reasons why your credit request has been denied. You have a right under the Fair Credit Reporting Act to know the information contained in your credit file. You also have a right to a free copy of your report from the reporting bureau ( s ), if you request it no later than 60 days after you receive this notice. In addition, if you find that any information contained in the report ( s ) you receive is inaccurate or incomplete, you have the right to dispute the matter with the reporting bureau ( s ). XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX Company will also not lower APR ( I have many cards, which have been paid on time every month in full for over 5 years )
Company Response:
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: Company abused my XXXX report in order to obtain Credit Line Increase by stating current Credit Score ( Security Freeze is Active! )
Company Response:
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
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: I recently viewed my credit profile and noticed and/or incomplete information and accounts that are unverified. according to the fair credit reporting act 611 ( 5 ) ( A ) of the FCRA- you are required to promptly DELETE all information that is inaccurate, incomplete, or which can not be verified. It is also my understanding that under the FCRA 15 U.S.C1681i, every single or all of the unproven, non-compliant, incomplete, untrue, incorrect, and or unverified aspects of any alleged derogatory accounts must be promptly negated in its entirety or the alleged account is to be deleted the FOLLOWING derogatory account allegations are either UNTRUE, UNVERIFIED, INCORRECT, INCOMPLETE, UNTIMELY, NOT MINE, NOT MY RESPONSIBILITY, or otherwise NOT PROVEN COMPLIANT to regulatory federal reporting laws and or standards and MUST be removed immediately. The infractions are as follows XXXX XXXX and Account as is reported as having a late payment on my credit report. { XXXX XXXXXX/XX/XXXX LATE PAYMENT } { XXXX XXXXXX/XX/XXXX LATE PAYMENT } { XXXX XXXXXX/XX/XXXX LATE PAYMENT } I am demanding that this account be updated to Paid as Agreed and Never Late by the provisions of the Fair Credit Reporting Act and per the standards of the reporting compliance implemented with the XXXX XXXX XXXX COMPLIANCE regulations, I demand that these above-mentioned derogatory items be investigated and permanently removed from my report.
Company Response:
State: VA
Zip: 23513
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
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: Dispute XXXX - Goldman Sach ( AppleCard ) In XX/XX/XXXX I approved a transaction to purchase a PRINTER from a company named XXXX for {$88.00} with the AppleCard ( Goldman Sach ) XXXX I was watching the purchase closely since I wasn't sure I made a mistake based on the amount paid. I sent an email to the company to ask for status and never received a response. The credit card charge was for the same amount ( {$88.00} ) but with a company name XXXX. On XX/XX/XXXX, I initiated a dispute with the credit card since by then I knew that I fell into a scam. I described to them the same as stated above. By XX/XX/XXXX I received a response from Goldman Sach ( AppleCard ) that the charge remained since the merchant provided evidence showing that the charge was mine. Re-opened the dispute, requested copy of the evidence and never received. During the evaluation period I received an email from Goldman Sach to provide anything I had to support the investigation. I didn't have much at the time since I didn't have any of the evidence they had supporting keeping the charge, only the email I sent following up the delivery of the printer that I originally ordered. By XX/XX/XXXX I received the Outcome of the investigation, without them providing any evidence, indicating that the charge remained because I failed to provide any evidence against the charge. This time I requested I called and requested to talk to a supervisor. During this conversation I indicated the multiple times I requested the evidence for the case and never got. The evidence arrived and submitted I prepared a document with my own findings. When I called to include as part of my case, they indicated I had to wait until they would send me an email for me to include. Once again I had to request a supervisor to be able to include the finding report on my own terms. Findings after reviewing evidence. 1. Goldman Sach failed to realize that the evidence that was provided by the merchant was for the purchase of 2 pieces of clothing when I send them information that my order was for a printer. 2. Goldman Sach failed to realize that the documents provided had 2 different IP addresses referenced for the purchased transaction origin. 3. Goldman Sach failed to realize that the provided tracking number by the merchant was a false number that does not exist in USPS. Attachments included : 1. Evidence that the merchant provided to Goldman Sach. This evidence was provided to me after the second time of reopening the dispute. 2. Documented report showing my points 1 and 2 from the findings. 3. USPS website screenshot showing the evidence reference tracking number does not exist.
Company Response:
State: FL
Zip: 32129
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: On XX/XX/2022, I purchased a set of XXXX XXXX and 3rd Generation XXXX from an in-store location in XXXX XXXX ( see receipt no. XXXX ). During my transaction, I could not check out with the monthly installment option that was initially requested. The manager assisting me suggested that I purchase the items outright and call the apple card support line to have the transaction converted. I did just so through the apple support chat after the transaction cleared on XX/XX/XXXX. However, the installment plan or balance was not reflected in my wallet app where my previous installments were stored despite seeing the outstanding balance adjustment. Concerned that something had gone wrong, I contacted the apple support line again on XX/XX/XXXX and the agent assisting me suggested going back to the store to return the items and re-purchase them under an installment plan. I returned to the store and explained my situation to the check-in person who then directed me to someone who could help. The agent who assisted me was very kind and understanding in my dilemma and processed the refund and re-purchase quickly and efficiently ( see : receipt no. XXXX ). As soon as the transaction was complete, the installments instantly showed up in my app where they were supposed to be but my installment balance had increased to {$1300.00} whereas I expected the balance to be {$700.00} ( XXXX + XXXX ) according to my calculations including the previous installment plan outstanding on my account. As I noted all the transactions were still pending, I decided to wait to see if the balance would correct itself when the transactions cleared. When reviewing my XXXX statement, I noticed the XXXX credit had decreased by {$160.00} instead of the {$97.00} my installment plans had equaled out to ( XXXX XXXX : {$19.00}, XXXX XXXX : {$41.00}, XXXX XXXX XXXX : {$28.00}, Apple XXXX for XXXX : {$7.00} ) for the month. I reached out again to an apple card support agent on XX/XX/XXXX through XXXX inquiring about the deduction of the credit. I spoke with XXXX who explained to me that the reason the Apple Card Monthly Installment is still active is because the device was purchased in full and Goldman Sachs manually put the device on installments. Unfortunately, Apple would not have been able to refund it as an installment since it was purchased in full. The installment will remain active because Apple did refund the full amount of the XXXX in the amount of {$440.00} on XX/XX/2022 ; which, to me, sounds suspiciously like being required to pay for the same installment plan twice. When I expressed this and questioned why the refund credit that I received could not be applied to the installment plan it was for, I was not given a definitive answer but received an offer to have my incident escalated ( ref : XXXX ) to the technical team with the hopes of correcting it. I received a phone call from the technical team who stated that there was nothing they could do on their end to close the installment plan but I should speak with Apple, preferably in store to see if they were willing to offer a credit correction to have it removed. With this advice in mind, I made a XXXX XXXX appointment to speak with a supervisor at my local store at XXXX XXXX in XXXX , DC. The supervisor there stated that there was nothing to correct as you already received the refund and we have no record of a payment plan although I showed them my bill multiple times and explained that although there was a credit, the amount being deducted was incorrect. The supervisor insisted that my problem wasnt with Apple but Goldman Sachs. Extremely frustrated with such a tedious process, I contacted Apple Card support again by phone and was bounced back and forth multiple times from agent to agent who insisted my issue was with not one office, but another to which I finally requested to speak with a supervisor to attempt to get an actual answer to my issue. After speaking with the supervisor ( I believe his name was XXXX? ) who, while very kind, explained to me that he could not explain the math to me but firmly insisted that although the installment plan was still reflected on my account, it would fall off once the credit on my account was used. On XX/XX/XXXX, I noticed again that with the last of the credit deducted from my account, the balance outstanding did not coincide with the cost of the current installment plans. I promptly contacted apple support to attempt once again to sort this out. Again, a Goldman Sachs agent stated I should speak with an apple care specialist, not apple card. Put on hold again, I finally spoke with a very kind young woman by the name of XXXX, who was very efficient in investigating my claim. In the end, she and I both agreed that I should have been speaking with Goldman Sachs all along. After connecting me with the right department, I was EXTREMELY grateful to hear her request my permission to remain on the line to help where she could and see this claim to the end. The Goldman Sachs agent we dealt with was also very kind and detailed in her research into this claim. After about 10 minutes of being on hold, she came back to the phone and agreed that I had an outstanding installment plan that I should not have been paying for. However, because the refund was not processed correctly and applied to close the installment plan, it would remain open until the balance was paid because the credit was no longer on my account. To be sure I understood her correctly, I re-capped all that she had told me to which I calmly expressed that while I was not frustrated with her directly, I was indeed frustrated with how this entire situation was handled up until I spoke to her and XXXX and asked that she voice my complaint to a superior because I should not have been held liable for mistakes made on their part despite my attempts to have it corrected. With that, I told her I wanted to pay the balance in full so that my account was clear. I was fully content to let the matter drop as long as the rogue installment plan was closeduntil I received a phone call XX/XX/XXXX from an Apple Card supervisor who wanted to follow up about my complaint. She was incredibly dismissive and proceeded to talk over me as I attempted to detail to her my entire situation then kept insisting that I should look at my current statement to see that I do not have an outstanding installment plan to which I repeatedly attempted to explain that I just paid the balance in full over the weekend. Again, she insisted that she could send me a copy of my statement to which I stated that I no longer required her assistance and terminated the phone call.
Company Response:
State: DC
Zip: 20017
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A