Date Received: 2022-11-23
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XXXX by Goldman Sachs GM card - made promotional offer which required one purchase by XX/XX/XXXX, and in return I would receive a {$50.00} credit on my credit card. The purchase was made on XX/XX/XXXX. I have called customer service 6 times since XXXX. After the third call, I started documenting date of the call and person to whom I spoke. On XX/XX/XXXX I spoke with XXXX ... he said he was escalating and gave me a ticket number XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX with GM Rewards. XXXX said it should be resolved within 7 business days. On XX/XX/XXXX I spoke with XXXX who told me the same thing, and that she was escalating the complaint. On XX/XX/XXXX I spoke with XXXX at GM Rewards, and again told me the issue is still pending. When I pressed about the length of time ( 5 months! ), she stated that the XXXX statement was not processed correctly, and that they were waiting for " corporate office '' to enter the {$50.00} credit. After 5 months, it is obvious that XXXX by Goldman Sachs GM card and/or GM Rewards are failing to honor the promotion offer. I hope you can assist me obtain the {$50.00} credit they offered.
Company Response:
State: FL
Zip: 33433
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-24
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: XX/XX/XXXX I made a purchase from the merchant XXXX. When the items arrived they were heavily damaged. Literally broken into pieces. I immediately reached out to the merchant through the contact form on their site and received an automated email from them stating they'll get back to me. They never did. As a result I filed a damaged item dispute with the credit card company Goldman Sachs Apple card. I supplied photo evidence of the damaged items and my reach out attempt to the merchant. They gave me a temporary refund while they looked into it. XX/XX/XXXX Goldman Sachs rejected it the first time saying they have proof I made the purchase. I called to inform them I was not disputing I ordered it. I once again informed them my dispute was based off the condition of items received and the fact the merchant refused to get back to me. They reopened the case XX/XX/XXXX. XX/XX/XXXX Goldman Sachs rejected my claim again stating I did not provide evidence. I had already sent them messages and emails of the photos of the damaged products as well as screenshots proving I reached out to the seller. I called them again to explain all this. XX/XX/XXXX Goldman Sachs reopened the case and I resent all the photo evidence. This time I confirmed on the line with the employee they received all the files. XX/XX/XXXX Goldman Sachs again denied the claim saying I should have reached out to the merchant first. I again provided evidence I had reached out to the merchant and the merchant refused to get back to me. Cause thats how fraud works. XX/XX/XXXX Goldman Sachs once again reopened the case. XX/XX/XXXX they rejected the dispute saying the items were not proven to arrive damaged. I called them back amd demanded they explain how photos depicting damaged merchandise does not illustrate damage merchandise. The apologized and reopened the case. Promising someone in fraud will contact me directly about the case if there's any further issues. XX/XX/XXXX Goldman Sachs once again reopened the dispute. XX/XX/XXXX they rejected it claiming no evidence was supplied. Despite the fact I had already on previous occasions confirmed evidence was received on their end Illustrating the damaged items as received and the proof I contacted the merchant to resolve it already. At this time, over the past year I've called them XXXX times and spoken to multiple representatives and levels of management and they're all entirely incapable of providing reason for the fraud teams incompetence. And since the fraud team is refusing to contact me despite multiple promises they will by Goldman Sachs management / representatives I filed a complaint with CFPB XX/XX/XXXX XX/XX/XXXX Goldman Sachs called me to say they're reopening the case. The person speaking with me claimed they were a manager and stated someone from fraud will specifically call me once they review the case. No one from Goldman Sachs called me or reached out to me after that. XX/XX/XXXX Goldman Sachs responded to my CFPB saying they've closed the case stating I do not have proof I returned the items. As I've already mentioned to them both verbally with a manager ( on the phone ), through text as part of my fraud claim with them, as well as in my CFPB complaint, I reached out to the merchant to make them aware I received damaged items. Per XXXX ( the merchants ) website they must be contacted through a submission form on their website to initiate a return. I supplied evidence that I've submitted this form/ reached out to the seller to Goldman Sachs XXXX XXXX did not respond back to my contact to initiate a return or address the issue whatsoever. Hence the whole reason I filed the claim through Goldman Sachs in the first place. Going by Goldman Sachs response to the first CFPB complaint they're clearly not reading any of the provided files, evidence, documentation nor the complaint itself as they are not addressing the issue whatsoever.
Company Response:
State: CA
Zip: 94127
Submitted Via: Web
Date Sent: 2022-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On the XXXX Rewards credit card, they forcefully converted the card from a cashback program to a points program without providing any exception to redeem for those who did not want to convert. They have an option to link the points from the card to an existing XXXX Rewards account, but the option has not functioned for the past 9 months. They deliberately make it difficult to find their phone number, not including it on their website and I had to use a search engine which found it in their terms and conditions, they outright refuse to provide an email to contact as well. Before the conversion to points, they changed their rewards program to allow redemption for a gift card ( up to {$200.00} per year ). This appears to be a deliberate attempt to deny access to earned rewards as their website is not allowing access to points earned on the card, and if you attempt to redeem by phone they advise you can only redeem for gift cards on their website.
Company Response:
State: FL
Zip: 32092
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Hi my name is XXXX XXXX XXXX XXXX and Im reporting an issue with Apple Credit Card with Goldman Sachs, unfortunately Im this past year Ive been incarcerated because I hit someone for occurrence of a mental breakdown that happened to me because of drugs during my mental breakdown Ive thrown away my XXXX, XXXX and watch that were linked to my XXXX that I have my credit card, which was XXXX, and because Ive added a lot of features on my account like recovery key and two factor authentication but since Ive spent 2 months in jail Ive lost my number because XXXX XXXX XXXX had canceled, after being released and Ive got a new XXXX and created a new XXXX, tried to contact Apple and they say that I cant use the same credit card on different XXXX and that I needed to close my account and submit a new application for credit card, which would impact on my credit score. The main purpose of this complaint is to try to transfer the credit card to my new XXXX, the balance of the credit card is completely paid and I dont have interest to close this account because I have this account for more than and year. It would hurt my credit in a lot of different ways plus the stress of submitting a new application, resulting in more unnecessary damage to my credit score.
Company Response:
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This complaint is in addition to the previous one # XXXX I bought TWO XXXX XXXX but was double charged and another charge on the statement I dont recognize. Attached is the screenshot of the long explanation, correctly explained and I have circled in red where the problems are. At this point I can tell there are a few capable person available to work at Apple Card. In the attached screenshots, taken from the Apple Card explanation, there were TWO charges of {$2000.00} and {$2000.00}. This is where the mistake is. I bought TWO XXXX XXXX at the price of {$990.00} each. So TWO iPhones should costs {$990.00} x 2 = {$1900.00}. Plus taxes it would added up to {$2000.00}. So the charge of {$2000.00} on the Apple Card would be correct ; but there are TWO charges of {$2000.00} instead of one. And who authorizes the charge of {$2000.00}? For what? MAY I KNOW?
Company Response:
State: MN
Zip: 55414
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-21
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: An Affidavit of Fact and Cease and desist notice has been sent to Marcus by Goldman Sachs their correspondence address for debt verification/validation request on XX/XX/XXXX to provide proof of a debt allegedly owed. The account in question was first initiated by my personal/private identification and credit card information ( truth in lending act ). My household partner XXXX XXXX and I have made payments on this account for 12 months straight beforehand, upon fruther investigation billing errors were found including but not limited to Marcus by Goldman Sachs failing to provide me with General Disclosures which are requirements and is a violation ( among others ) by the Code of Federal Regualtions. There must be further investigation of this matter and will continue to seek relief to peacefully resolve this matter.
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2022-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX, 2022, I called Goldman Sachs to initiate a {$30000.00} wire to an escrow account as part of a home purchase. The representative said he was unable to send a wire-in-progress or confirmation email. Instead, he shared an internal escrow wire reference number. Because it was late in the day, I understood the wire would likely be processed the next day. Instead, XXXX XXXX came and went without the escrow being processed. The funds remained in my account. On XXXX XXXX, I called customer service and was told it was in progress. Unfortunately, they did not tell me if I needed to verify any details or if there was anything I could do. They simply told me that some wires take one to three business days, and because I started the wire in the late afternoon on XXXX XXXX, XXXX XXXX was technically only the second business day. My escrow XXXX told me Goldman Sachs called her on XXXX XXXX to confirm the wire transfer details. She promptly gave the instructions that morning. Still, the wire was not sent, and the funds remained in my account. On XXXX XXXX, I called Goldman Sachs and asked if the funds would be sent, as it was the third business day. The representative told me only that the wire was in progress. However, she let me know that it was the third business day since I initiated the wire, and wires typically take one to three business days. At the end of the day, the funds remained in my account. The wire had not been sent or processed, even after three business days. I asked for each representative to send me an email so that I could prove to the XXXX XXXX and the house seller 's realtor that the wire was in progress. None of them could provide me with the email or anything in writing about the status of the wire. I am now at risk of losing my house purchase because I am in breach in contract. My earnest money has not reached the escrow account. I have waited on hold for XXXX hours every day for the last four days. This is unacceptable. The Goldman Sachs XXXX wire reference number is # XXXX.
Company Response:
State: CA
Zip: 94112
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
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: This issue is regarding Apple Card operated by Goldman Sachs. I tried to make a payment for XXXX on XXXX. The payment was attempted erroneously using an unused bank account. I immediately made a separate payment from the correct bank and requested Apple card to cancel the other payment. They asked me to wait till it is posted the next XXXX The next XXXX when it got posted, they told me it cant be cancelled. They said they have to do a manual refund to the account to cancel it. They told me no physical money would move. I agreed. Immediately the payment was shown as cancelled and the balance was corrected. I thought that was the end of it. Now they have posted a balance adjustment of XXXX on XX/XX/XXXX increasing my outstanding balance. I tried raising a dispute XXXX times. Both times the customer service agent understood the issue but then the dispute was closed in XXXXXXXX XXXX with a very weird message. They said and I quote Your dispute has been investigated. You contacted us on XX/XX/XXXX regarding a payment to your Apple Card account. We have investigated your dispute and determined that no error occurred. Your payment of {$1300.00} was refunded to your bank account ending in XXXX as requested on XX/XX/XXXX. Your bank then returned the payment on XX/XX/XXXX which increased your outstanding balance by {$1300.00}. They are saying that they took money from the card to pay to my bank that gave the money back and so my balance went up. If the bank didnt give the money back and its in my bank account, I would understand. But this explanation is totally hilarious. While raising the dispute, I asked them to look at the balance on XX/XX/XXXX, add purchases and deduct payments and then tally the balance. They seem unable to do or understand this simple math. Can you help out?
Company Response:
State: CA
Zip: 94087
Submitted Via: Web
Date Sent: 2022-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I opened a XXXX Savings Account, as part of the onboarding flow, I connected my XXXX XXXX XXXX account and transferred in XXXX dollars. On XX/XX/XXXX I received two " change of address '' notices, alerting me that they had to correct the address I'd added when I signed up. On XX/XX/XXXX I tried to log into my XXXX account, and saw that it was " Temporarily Locked ''. The website said to call in order to unlock it so I did. I gave all my identifying information, and they requested that they mail me an affadavit of identity, have it notarized, and then for me to mail it back to them. I'd asked them to just send me the money back, but they refused. On XX/XX/XXXX, I called XXXX again as I still hadn't received a letter. They assured me that the form would take 7-10 business days to mail to me. I asked them what address they'd mailed the letter to and they confirmed they mailed it to my home address ( below, I describe how I was told something different by another agent ). On XX/XX/XXXX, I called XXXX again as it had been 10 business days. I also noticed in my email that after my call on XX/XX/XXXX, I received an email saying my account had been closed ( even though my money was not returned to me ). I asked about this and received 0 information. I asked again about the letter they were supposed to send me, and they had said that they sent it to an address which was not my home address ( it was an address that did not exist, perhaps a result of them having the wrong address for me originally on file ).
Company Response:
State: CA
Zip: 94110
Submitted Via: Web
Date Sent: 2022-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: on XXXX XXXX, 2022, Received an alert from XXXX XXXX on my XXXX account that a new Goldman Sachs Bank USA account was detected. I didn't apply for this company 's services and have no idea who did use my name. The notes stated that the account was opened on XXXX XXXX, 2022. I have never applied for this account and spoke with the company 's fraud department. They informed me that their company doesn't do credit checks and I should report this to you and several other credit agencies.
Company Response:
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2022-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A