Date Received: 2023-01-03
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Apple Credit Card, which is managed via Golman Sachs, has violated both the Equal Credit Opportunity Act and Fair servicing. In the outline below I will provide details of both circumstances and the conversations ( text conversations ) and over the phone conversations with management. Issue # 1 : Servicing Issues First, I obtained the apple credit card in an effort to buy an XXXXXXXX XXXX with no interest. During that period, I made my payments on time. Due to the ease of use, I began utilizing the Apple Credit Card for other purchases and transactions. Over the last few months, and specifically in XXXX, I had to dispute a charge. My complaint does not come from the dispute per se, rather, the complaint comes from the events following the resolution of the dispute. During the dispute process, I was not treated in a manner I came to expect from my card company. As a result, I closed the card. I want to make this clear, it was my decision. My payments were not delinquent nor was my card closed due to any issue with Goldman Sachs. I chose to close the card because I felt that the representatives ( which respond via text ) were not truthful, and more certainly knowledgeable, about the issues I was facing as payments were applied. I was unable to balance the card against the transactions from Goldman Sachs. As a result of this, I closed the card. This occurred on XX/XX/XXXX. This was after multiple issues within payment postings and processings that were unaccounted for. When I would have text conversations with the card servicer, I was unable to resolve these issues. In this particular instance, XXXX was being disputed due to a delivery not being made and I never received the product. I informed Goldman of this and was informed that I would need to file a dispute. I questioned this with representative and I also questioned a {$350.00} attempted charge that I was unable to understand why my card could not be used. It was at that point I realized that there were servicing issues and began deciding to close my card as a result. On XX/XX/XXXX there were additional conversations about this dispute and I was becoming more irritated by the lack of knowledge and was informed I could either close the card or file a complaint. I was unsure what a complaint with the company would resolve and I decided to close the card. On XX/XX/XXXX at XXXX, I became increasingly concerned about the XXXX XXXX not being resolved, even though XXXX by this point had refunded the money to my account. This left an overage of {$1100.00} to my account. The amount refunded was {$1300.00} and {$560.00} and the original Balance adjustment was {$1900.00}. This should have been a wash. Additionally, a payment of {$3300.00} was made on XX/XX/XXXX which brought the account balance to XXXX. IN that time frame ( XXXX and XXXX ), I spent {$2200.00} and made {$2600.00} in payments : These payments were made on the following dates : XX/XX/XXXX : {$3300.00} XX/XX/XXXX : {$920.00} XX/XX/XXXX : {$700.00} XX/XX/XXXX : {$100.00} XX/XX/XXXX : {$650.00} XX/XX/XXXX : {$140.00} This is {$360.00} more than I owed. However, I was informed that when the system processed the dispute, the payments on my original XXXX product were rejected. And somehow I now have a balance due of {$270.00}. No one has been able to further explain the discrepancy in the numbers. On top of this, when I inquired about the problem I was told on XX/XX/XXXX that my account was submitted to the collections department and no one could help me at this time. I did, however, request a call back and a supervisor, XXXX called me back. I spoke with XXXX who acknowledged the mis-steps in the servicing of my account. He further said that another agent would need to review and call me back. AS of today, XX/XX/XXXX I have missed 2 calls in which the numbers come up as unavailable and I am not able to answer as I have those calls blocked on my phone due to privacy and protection issues. Would you give your information to an unavailable caller? I certainly hope not. ECOA Violations On XX/XX/XXXX I inquired about re-applying for an apple card. Yes, as crazy as it seems, I was trying to take advantage of the 0 % financing for a new XXXX product. Remember, my dispute is not with XXXX, it is with Goldman Sachs. I was unable to find anyone with a similar financing option as apples plan. In my text with XXXX at XXXX, I asked if I could APPLY for a new credit line. I was informed that : in order to reapply for an Apple Credit Card, then the balance would need to be paid off first. I asked So youre saying I am unable to apply? XXXX responded That is correct XXXX. Before reapplying, the account that was closed will need to have no pending transactions, no unposted interest and a balance of XXXX. Before these criteria are met, you will not see an option to reapply in your wallet. I advised that this is a direct violation of the ECOA and was disconnected ( without my consent ) from the chat box. I quickly responded and XXXX then said a supervisor would need to review my complaint. At that point, XXXX advised that another representative would need to look at my account. Again, Im not asking for the account to be reopened. I was simply asking for the ability to apply. As of today, there has been no resolution and I am still out money. The records say I owe an additional {$270.00} and no one has been able to show me where this discrepancy exists. I am glad to provide all chat documentation.
Company Response:
State: NC
Zip: 275XX
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-03
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I had my apple card restricted before XXXX. I contacted right away and asked why did you guys do it. They said they think the account is fraudulent and need to verify it. They needed to send me an emial through XXXX so I give permission to my tax records. It took them 4 days to give it to me. After I signed everything. I have been waiting up to this date with no sign of ever being finished. Everytime I write to them they say it is still under review. Come on man just finish up with the review so I know my next steps.
Company Response:
State: CA
Zip: 91205
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-04
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/2023, someone took out a personal loan with Goldman Sachs in the amount of {$4500.00} and paid off XXXX credit cards. On XX/XX/XXXX I was contactedy by XXXX about a credit alert so I contacted XXXX and disputed the claim, but the person was still able to get the loan through Goldman Sachs. When XXXX contacted me again on XX/XX/XXXX that the loan went through I immediately went on to all XXXX credit bureaus and disputed the loan and locked up my credit. On XX/XX/XXXX I spoke with XXXX again and followed up with the dispute and they helped me contact Goldman Sachs to dispute the loan with Goldman Sachs. Goldman Sachs also said they flagged the account on XX/XX/XXXX as fraudulent. On XX/XX/XXXX I am going to my local police department and I will file a complaint with them as well.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-01-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
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: On XX/XX/22, I paid off my Apple Card balance of {$1600.00}. However, for some reason the default bank account was a very old, closed, defunct account. I recognized this immediately and contacted the credit card issuer ( Apple Card/Goldman Sachs ) to cancel the payment. I was told the payment simply would not go through. The same XXXX the payment was declined as expected, so I paid the balance ( {$1600.00} plus some additional charges I had accrued ) of {$1700.00} using the correct bank account, the same day ( XX/XX/22 ). This payment posted correctly and my balance was paid off. However, a XXXX XXXX later on XX/XX/22, I was given a " XXXX XXXX '' on my Apple Card for {$1600.00}. I have chatted with more than XXXX specialists with Goldman Sachs/Apple Card at this point, and they generally told me it is an error and they would file a dispute. However, the dispute has either been rejected or not resolved for the past few weeks. I got a call from a XXXX today who stated that for some reason, they refunded the declined {$1600.00} to the defunct/closed bank account, and they issued the XXXX XXXX because I somehow owe this money despite never having touched that money ( which is impossible since the bank account was closed ). I have checked my active bank accounts and haven't found any evidence of this " refund. '' The XXXX told me that I would have to call this bank ( which I no longer have any active accounts or relationship with ) and ask them to somehow provide proof that a nonexistent bank account is indeed nonexistent. Unfortunately, I can not get through their automated systems and when I log in to the bank 's site, it shows that I have no active accounts with this bank.
Company Response:
State: CA
Zip: 92808
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-02
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Apparently, my Apple Credit Card ( Goldman Sachs ) is tied to my XXXX XXXX I have had an activation lock placed my Apple ID three times in the past 6 weeks or so. I use a password manager. I also use passcodes that are saved to Apples password manager, and copy, pasted, and printed. I have no access to the associated email, which is what XXXX is requiring to reset the password. I have reset the password, twice, but XXXX fails to accept it. If I close the XXXX XXXX I also close my Apple Card. Of course, I can create a new XXXX XXXX XXXXnd reapply for the Apple Credit Card. When I close the XXXX XXXX, and subsequently the Apple credit card, I will still have the amount currently applied to the Apple credit card as part of the available credit for all cards. That creates a major hit to my credit score, which limits my ability to obtain a new Apple Credit card. I have about {$210.00} in transactions being disputed. I can not check on those statuses. I can not stop payments being made by the card. Nor can I currently use the card. Nor do I know the balance. Nor can I cancel subscriptions or access apps that I purchased. The vendors tell me that I can only access them through the XXXX XXXX that I am locked out of. I can only make a payment, and I need to guess how much the payment should be. Nor can I check for unauthorized transactions. I did not know I was owned by XXXX. I thought this was my account. Am I wrong? This is corporate power to control without ownership.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Company is claiming to be creditors. I found this mistake in the Card Agreement. Stating that " This Agreement is entered into between you and us in the State of Utah and " WE EXTEND CREDIT TO YOU '' from Utah. '' I am going to need proof of HOW they are creditors. How can they be a creditor AND a debtor? Where is my finance charge? If they are creditors, that would mean I myself the consumer, provided a finance charge. Here is the definition of a creditor by law. Creditor- ( g ) The term creditor refers only to a person who both ( 1 ) regularly extends, whether in connection with loans, sales of property or services, or otherwise, consumer credit which is payable by agreement in more than four installments or for which the payment of a finance charge is or may be required, and ( 2 ) is the person to whom the debt arising from the consumer credit transaction is initially payable on the face of the evidence of indebtedness or, if there is no such evidence of indebtedness, by agreement. Notwithstanding the preceding sentence, in the case of an open-end credit plan involving a credit card, the card issuer and any person who honors the credit card and offers a discount which is a finance charge are creditors. For the purpose of the requirements imposed under part D of this subchapter and sections 1637 ( a ) ( 5 ), 1637 ( a ) ( 6 ), 1637 ( a ) ( 7 ), 1637 ( b ) ( 1 ), 1637 ( b ) ( 2 ), 1637 ( b ) ( 3 ), 1637 ( b ) ( 8 ), and 1637 ( b ) ( 10 ) of this title, the term creditor shall also include card issuers whether or not the amount due is payable by agreement in more than four installments or the payment of a finance charge is or may be required, and the Bureau shall, by regulation, apply these requirements to such card issuers, to the extent appropriate, even though the requirements are by their terms applicable only to creditors offering open-end credit plans. Any person who originates 2 or more mortgages referred to in subsection ( aa ) in any 12-month period or any person who originates 1 or more such mortgages through a mortgage broker shall be considered to be a creditor for purposes of this subchapter. The term creditor includes a private educational lender ( as that term is defined in section 1650 of this title ) for purposes of this subchapter. They are in violation of 15 U.S. Code 1692e - False or misleading representations. Also they are in violation of 15 U.S. Code 1611- Criminal liability for willful and knowing violation.
Company Response:
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I am aware that Goldman Sachs Bank in under investigation for deceptive and predatory practices within their credit card business unit. That said, I would like to share my recent experience as follows : In XX/XX/XXXX, I was approved for a Goldman Sachs Bank Credit Card ( Apple Card ) and given {$30000.00} credit limit based on my credit worthiness. My account was immediately set up for auto-pay of statement balance at the end of each statement period to avoid late fees and interest. My account was paid on time every month from XX/XX/XXXX until my issue with the bank in XX/XX/XXXX. In XX/XX/XXXX, I added a new bank account via the credit card website and checked the box next to the new bank account as the new default account for auto-payment. I noticed a {$100.00} interest charge to my Goldman Sachs credit card account on XX/XX/XXXX and immediately contacted Goldman Sachs to find out why. The customer service representative said that my auto payment for {$4400.00} ( amount due per my statement ) was pulled from the old bank account and was declined because of insufficient funds. Although I believe it was the bank 's error in pulling the funds from the wrong account, I told the agent I wanted to settle up the account. She manually processed my payment of {$4400.00} ( amount due per my XX/XX/XXXX statement ) and said I was stuck with the {$100.00} interest fee for paying the statement amount " in full '' on XX/XX/XXXX ( 3 days late ). She said my auto pay was now corrected and would pull from the new bank account moving forward. Although she couldn't determine why the error occurred, she said she did not have the authority to waive the fee, even if it was a bank error. At this time she did not alert me that the bank would be taking away the " grace period '' and would begin charging me interest on any unpaid balance. I hung up the phone believing that my account was settled up and the terms and conditions governing interest fees remained as it was for the previous XXXX XXXX years I have had the card. I'm sure the bank has the recording of this conversation to document I was not advised properly. The bank can see a new bank account was entered before the statement balance was due and that this account was always paid on time via auto pay. At a minimum, a logical person can see that the intent was for the XXXX statement balance to be paid, based on previous payment history and proof that the new bank account information was logged in properly prior to payment due. On XX/XX/XXXX, I noticed yet another interest charge of {$110.00}. I immediately contacted Goldman Sachs for an explanation, to dispute the charges and to speak with someone that had the authority to reverse the fees. The XXXX balance due on my monthly statement of {$6100.00} was paid on time ( XX/XX/XXXX ) and the XXXX statement balance of {$4400.00} ( paid 3 days late ) was paid in full. However, at this point I have now incurred {$210.00} of total interest charges. How could this be? Unfortunately, Goldman Sachs card specialists could not explain. From XX/XX/XXXX to XX/XX/XXXX, I had written and verbal conversations with multiple Apple Card ( Goldman Sachs Bank ) specialists who could not explain why my account was continuing to accrue interest charges and what needed to be done to stop the interest charges. Each rep said that they either understood me or felt the charges looked incorrect, but they didn't have the authority to waive the fees beyond {$25.00}. Each supervisor I spoke with said the same thing and then said a XXXX would call me back within XXXX business days. When a XXXX did call me back, they also said they did not have authority to waive fees regardless of whether they agreed with me or not. Finally, after a XXXX hour conversation with XXXX XXXX card XXXX ) on XX/XX/XXXX, he was the XXXX Goldman Sachs employee that was able to explain the interest charges and that interest was continuing to accrue as we spoke. But, my call ended like all the others. He seemed to want to help and I believe he would have reversed the fees if he could, but he did not have the authority beyond {$25.00}. In summary, the Goldman Sachs credit card customer service department is unable to communicate how interest fees are charged, continued to be charged despite paying monthly statement balances and how & when grace periods are revoked & how to restore them. They are well trained in telling customers that they don't have the authority to resolve an interest fee over {$25.00} and that they can't connect you with a XXXX that has the authority. You are told a XXXX will call you back within XXXX business days, however, the individual that calls you back lacks any authority to resolve the dispute ( anything over {$25.00} ) and is unable to explain how interest fees and grace periods work or that interest fees are continuing to accrue. Despite my attempts with every representative I communicated with, the organization is unwilling to allow card holders from speaking to the individuals that have the authority to make decisions or resolve disputes.
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Goldman Sachs has on 3 separate occasions taken withdrawals out of my checking account for what are for myself large sums of money. Customer service has not been helpful in resolving the issue. These unauthorized transactions have caused my account to be overdrawn and I have incurred fees from my bank.
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
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: I have disputed a transaction now 3 times with plenty of evidence showing that the merchant was not doing the work requested. They have denied it twice now
Company Response:
State: AZ
Zip: 85710
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: XX/XX/2022 OPEN marcus saving account and deposit XXXX XX/XX/2022 deposit XXXX My account was locked with noreason in a few hours later I called customer service several times and they told me they didn't know why Marcus customer service, no one can solve this problem
Company Response:
State: CA
Zip: 92591
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A