Date Received: 2023-01-24
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: The Apple/GS Credit Card filed that I was over 60 days delinquent when in fact I was unable to make a payment due to inadequacies in their system. I purchased a new XXXX in XX/XX/XXXX and agreed to pay for it through the Apple/GS credit card. I was told at the time that I would receive statements via email, and the Apple employee and I spent considerable time confirming my email address. When I receive the physical card some weeks later there was no information on it, no account number, and more importantly, no telephone number for customer service. Several months went by before I finally received a letter from Apple/GS with a contact phone number. I called them immediately, and they walked me through the convoluted process of setting up the XXXX XXXX and then provided me with detailed instructions for making payments by check through the mail. None of the information I received at the Apple Store turned out to be correct. ( 1 ) In order to function properly your XXXXXXXX XXXX must match your current email address. This fact was not conveyed to me until nearly 6 months later. This would make it impossible for Apple/GS to contact me electronically despite their claims to the contrary. ( 2 ) Even with the proper email address, the Apple/GS card never produces a statement of any kind. In order to get a statement cardholders have to call customer support and request one each and every month. While this may technically be in compliance with current Federal law, it does not satisfy the spirit of the law. ( 3 ) You are expected to use their App as the only mechanism for making payments which makes it impossible to set up any kind of payment schedule with your bank. As a victim of identity theft in XXXX I am rather reticent about sharing banking information with an App on my phone. ( 4 ) Heaven help the poor soul who, after charging multiple purchases to their Apple/GS card, discovers that they have lost their XXXX and with it their only means of making payments or even contacting customer support.
Company Response:
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am writing this complaint against Apple Card by Goldman Sachs Bank for violating the Truth in Lending Act ( TILA ) by not providing me notice before or after closing my credit card account. Since I have been a customer with this company, I have always been responsible with my credit card payments and spending. However a few months ago, I received an update on my credit report from all XXXX bureaus stating that my account had been closed. This was done without any prior notice or explanation. I never received a phone call informing me of this, an email informing me or any type of letter/correspondence informing me of any changes to my account. This closure has caused me financial harm and inconvenience. I have contacted this company by phone multiple times and have requested a written explaination of why they closed my account without cause or a lawful reason. I also requested them to explain why they didn't provide me with notice of the account closure and why I had to find out from an alert on my credit report and not from them directly and professionally. I first started reaching out to them in XX/XX/2022 and to this day. I have not not received any correspondance from them what so ever. According to XXXX, credit card companies are required to give the cardholder notice before or after the account is closed. Your company has failed to do so and I believe that this is a violation of XXXX by failing to provide notice before or after closing my account.
Company Response:
State: MA
Zip: 02149
Submitted Via: Web
Date Sent: 2023-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-24
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I stopped using the credit card when it changed from XXXX XXXX XXXX to Marcus by Goldman Sachs about XXXX years ago. There happened to be a balance and fees on the card which I paid and closed the card at that time. I forgot about the card. It so happened that there was XXXX XXXX remaining balance on the card. I was sure the card had been closed... Then after a few months I was somehow informed that there was a XXXX balance on the card which I considered closed. I called them and tried to explain that I didn't need to use the card and if they wanted me to pay the XXXXXXXX XXXX balance they should have notified me about the balance instead of keeping it open despite my decision to close it and adding monthly late/non-payment charges to it. The bank people are now calling me and threatening with collection. Please help me to solve this situation with the GS bank.
Company Response:
State: CT
Zip: 06460
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-25
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: re. Marcus GM card no. XXXX XXXX XXXX XXXX On XX/XX/XXXX the account had a credit balance of {$780.00} On that same date I made a written request to close the account and mail the proceeds to the address of record ( Marcus has acknowledged receiving this correspondence and my directive to close the account ) Shortly after this date I received a check dated XX/XX/XXXX in the amount of {$780.00} After that date, even though XXXX had directed Marcus to close my account with a XXXX balance, I began receiving bills from Marcus indicating that I owed fees on the account I called Marcus several times ( XXXX ) but was told they did not close my account even though they acknowledged receiving my written directive to close the account on XX/XX/XXXX with a balance of XXXX They now tell me I must pay the fees they have charged me after my closing letter of XX/XX/XXXX before they will " close '' the account This may be part of a Marcus/Goldman Sachs strategy to attempt to recoup the {$10.00} XXXX dollar net earnings drop they experienced in XXXX This is the same company which received a {$10.00} XXXX bailout from the US government in XX/XX/XXXX because of financial mismanagement All I am asking to for Marcus/Goldman Sachs to honor my written directive to close the account effective XX/XX/XXXX XXXX
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response:
State: IL
Zip: 60438
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This is a follow up to complaint # XXXX submitted on XX/XX/XXXX and responded to on XX/XX/XXXX. The response to my complaint was the VERY FIRST time ( despite XXXX calls ) that I was able to find out why Goldman Sachs XXXX a balance on my account. I was told twice between XXXX and XX/XX/XXXX that the account had a XXXX balance and was closed. Subsequently their response explained that they took it upon themselves to issue me a credit ( that I did not ask for, they re-opened this dispute on their own ). Due to the fact that I had been given so many different answers, I attempted to speak to a supervisor to get this cleared up and pay the balance if in fact I owed it. Even their response to you was full of inaccurate dates and given the multiple different answers I got from them I was very hesitant to take anything on face value. While attempting to settle this matter, Goldman Sachs hit my credit report for a 30 day late on an account that I closed in XX/XX/XXXX. I finally got to an advocate and he said he would work to remove it from my credit report. I did not create the balance and no explanation for it was given to me until after they reported it late. I called to follow up multiple times between XXXX and now and I was told they would not do anything on the account until the credit process was complete. I called again today and apparently someone called me on XX/XX/XXXX and I did not answer. That was the last attempt they made to contact me aside from debt collection and they knew nothing. I was told this morning that they will not change the reporting and now it is showing 60 days late. My credit report has dropped XXXX points due to their error on my account and lack of communication ( until I filed with you ) as to why there was a balance after being told it was a XXXX balance. I would like Goldman Sachs to actually pull the recorded calls. I have contacted an attorney but would prefer to resolve this matter with XXXX if possible. Whenever I call, no one has any idea as to what is going on and my advocate ( XXXX ) who promised he would stick with me until resolution has disappeared. Original complaint filed XX/XX/XXXX, their response to this is how I found out why there was a balance on my account. No one at XXXX could tell me prior to this : In XX/XX/XXXX I had disputed a charge for a rental house on my XXXX XXXX XXXX XXXX I had spoke to multiple reps while the situation was happening and followed their guidance. The rental agency was threatening to call the police so I had to release the dispute then refile after we had checked out per the advice of XXXX. The dispute was ultimately ruled in favor of the XXXX house ( property management ) even though I sent photos of someone else 's dirty clothes, rats, broken A/C and broken elevator etc. At that time, I made the decision that I no longer wanted to do business with XXXX and paid the account balance IN FULL and closed the account. This past XXXX XX/XX/XXXX, I got a letter in the mail from XXXX stating that they decided on multiple disputes incorrectly and would be re-opening them to adjust the rulings. I DID NOT initiate this contact, they did. I called into XXXX and the rep I talked to had no idea about the letter or knowledge of the fact that they as a company were reevaluating closed disputes. My account remains closed. Fast forward a few months and I get a letter that states they did not rule in my favor ( again ). I do not care, I didn't ask for any action to be taken. They initiated. Now, I am getting bills every month ( even though my account shows as closed on my credit and when I try to contact them ( see screen shot ). I have spent hours on the phone with them and no one seems to be able to assist. I get a different answer from everyone I speak with. Bottom line is, I closed this account and it has had ZERO authorized activity since XX/XX/XXXX. This account was PAID in XXXX. Can you please help?
Company Response:
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: To whom it may concern : Re : Deceptive marketing Ambiguous responses Misrepresenting Benefits On XX/XX/XXXX I entered an Apple Store in XXXX, XXXX to purchase an XXXX. I had no intention of applying for a credit card. As I was getting to pay for my new phone. The sales associate informed me that if I had good credit I could qualify for a card with 0 % interest for 12 months. The response will be immediate, and I can repay earlier. I received an instant approval and the phone was charged to my new credit card. The total balance was {$1200.00}. On XX/XX/XXXX, I went to make a payment of {$240.00}. I then noticed the balance stated that interest would be accumulating in the account as of XX/XX/XXXX if the total balance due was not paid in full. I immediately contacted the customer service department, and they notified me that I qualified for % percent interest, but it will be on a 24 monthly installments set amount. I explained that I wished to pay as the original advertisement was made at the store. I preferred a 12 month 0 % interest with the ability of me deciding how much I pay monthly, and not in a 24 monthly installment plan. The representative told me that was not possible. When I asked for the terms in writing, he said I can only get a reply in writing if I used the text feature ( Please see attached ). The conversation was ambiguous and I didnt not receive a clear answer. I would not have done a credit inquiry nor open an account have I been given the correct terms. This company is misrepresenting benefits and engaging in deceptive marketing practices with the goal of getting a consumer to open an account. I ended up paying the account in full. However, had not been in a position to due so I would have been forced to keep a 24 monthly installment plan. Please look into these deceptive marketing practices. I wish to close the account without any repercussions on my credit score. Thank you in advance for your attention to this matter. Respectfully submitted, XXXX XXXX
Company Response:
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I needed to transfer money from my Marcus savings account to another account I own at different institution so I could request a cashiers check for a new car. My external account was already linked and verified to Marcus, and I have completed other transfers to this account from Marcus in the past. I called Marcus around XXXX ( XXXX ) on Friday, XX/XX/23. The representative took my instructions over the phone and submitted the request. Later that afternoon, the money had not arrived, so I called again just before XXXX ( XXXX ). The representative saw the request, but told me it was under review. She would not provide any additional information or identify any particular point of concern. From Marcuss customer FAQs posted on the website : Your money should arrive the same business day if the transaction is requested before XXXX XXXX XXXX. If there's an issue verifying an account or with a PIN verification, it could take between 1 and 3 business days for your funds to arrive in the external account. On Monday morning, XX/XX/23, the funds had still not arrived. I called Marcus again around XXXX ( XXXX ). I spoke to the representative, and she transferred me to her supervisor. Then the supervisor sent me to the Fraud Department. I learned there were two stages of reviews, and the first round was completed on Monday with no issues identified. And the second review was being expedited ( to be completed within 3 hours ). But there was still no information on why the first review was not completed on the same day that I submitted the instructions ( Friday ). As best I can tell, I submitted my wire instructions well in advance of the same-day cutoff, and Marcus took no further action that day. Is the review team not equipped to handle the volume of daily requests? Or did Marcus decide to intentionally sit on the request to avoid having to disburse the funds ( and continue to receive a few days interest on the funds I needed access to )? This whole experience has been incredibly disappointing. I was unable to pick up the car I was scheduled to purchase. Why is Marcus making it so difficult to access my own funds??
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My card and phone had got stolen and the bill was only supposed to be XXXX $ and instead they are trying to charge me for transactions I did not even make. I have explained it to them already. Please refer to 15 USC 1681a ( 2 ) ( a ) ( i ) if you need any more information on this topic.
Company Response:
State: TN
Zip: 377XX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: On XX/XX/XXXX I made a purchase with my Apple Card from a company called XXXX in the amount of {$39.00}. A few days later I noticed three separate charges in the amount of {$5100.00} each had posted to my account with a name of XXXX XXXX. I immediately started a chat with Apple to dispute these charges as I did not recognize the name XXXX and also most certainly did not make any transactions in the amount of {$5100.00}. After the chat they took the charges off, stating that it would take up to 90 days for the dispute to resolve. Then, On XX/XX/XXXX the three seperate charges for {$5100.00} were then charged back to my card. So again, I immediately started a chat with Apple to dispute these charges again. But this time, they said that the merchant sent them 'proof ' that I made these transactions. They also provided me with an address and phone number, and suggested I call the merchant myself. That sounded absurd to me to call someone who fraudulently charged my card... isn't this the investigation team 's job at Goldman Sachs?! Apple said they would email me the 'proof ' ( which they still have not done ), and would put this under investigation for another 90 days. But now, I am unable to use {$15000.00} on my credit limit because it's frozen due to this dispute. I am unable to speak with the dispute department, nor able to speak to any sort of supervisor or manager. I was told that XXXX XXXX does not speak to consumers directly, nor does the people that do the actual investigation. After I got off the phone with Apple on XX/XX/XXXX, I did some XXXX on with the information they provided to me on the merchant XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I found out that it was XXXX. I immediately called in, and was instructed to start a chat and provide my proof of purchase with XXXX in the amount of {$39.00} back on XX/XX/XXXX to Apple. Which I did by providing a screenshot of my purchase. To this date ( XX/XX/XXXX ) I still have not heard back from Apple, nor received the alleged proof that they received from the merchant. Since then, I have made 5 calls to XXXX, and sent 3 email messages to multiple people in their company, and nobody has returned a call or any message. I have no idea what to do from here.
Company Response:
State: CA
Zip: 92660
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A