Date Received: 2022-09-28
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: Purchased some items from XXXX on XX/XX/22 with my apple. I returned the items on XX/XX/22 to XXXX with the shipping label they provided. I was told and given email confirmation on XX/XX/22 that my refund was successfully processed but never recieved it. I opened a dispute with the apple card gave them the shipping label, drop off reciecpt, chat with XXXX support and refund confirmation email of XXXX. They still won't reopen the case.
Company Response:
State: NY
Zip: 10801
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have tried really hard over a month to work out the issues with Marcus and even when I get a sensible person in their customer service, which is very rare these days but still possible, they seem to be powerless in doing anything. Amongst many other issues that I have already filed a complaint about, they seem to have disabled my ability to instantly link an external account ( using the credentials ). It used to work fine for me but hasn't been working for the past few weeks. All it shows me is a pop up with no message or text on it. I have included an example of this in the attached pdf. If that wasn't bad enough, they keep lying to me that it is a technical web site issue affecting everyone. I have personally asked 2 colleagues to check and they are able to use that option. So Marcus agents including their supervisors have no qualms lying to customers on a recorded line. After going through layers of incompetency, ignorance, stupidity and bad attitude, you have to just ask for a supervisor to get someone knowledgeable to talk to. I finally got someone sensible named XXXX who finally understood what I was talking about. But she also seemed to be helpless in doing anything. But she was able to verify that it works for others. Only honest agent I have encountered so far. Here are the case number I have been given so far. They all go into a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The due date for this case was yesterday and someone was supposed to call me by yesterday but you can guess what happened. It got sucked into the XXXX XXXXXXXX XXXX called GS. And this is after this case was already escalated twice by 2 supervisors. Case # XXXX No response either This inability to link an external account using the instant link option has already caused me lot of financial hardship and loss. I have not been able to link my XXXX XXXX so far because of this There are plenty of other cases/complaints that have gone into a XXXX XXXX For every lie I have been told, I will keep filing a separate complaint with CFPB.
Company Response:
State: NJ
Zip: 07047
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for the GM business card through Marcus and I received an email saying my application was declined as they were unable to verify identification information. When I reached out to them they did not disclose what information they were unable to identify, they did not ask me to send in additional information or what source or bureau they used. I have an existing account with Goldman Sachs since XX/XX/2021 and my information has not changed. If there was indeed an issue verifying my identity I am owed an exploration of the data used to access my information and I should be given an opportunity to see that data and file a dispute with the data provider. I was given no such information which I believe is in violation of federal law.
Company Response:
State: FL
Zip: 33018
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
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 APPLE CARD/GS BANK USA has violated my rights by reporting inaccurate information across all 3 credit bureaus. I would like the account to be removed. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my hand written instructions.
Company Response:
State: FL
Zip: 32826
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have had my Apple Card from Goldman Sachs since 2019. It is my main source of paying all my bills. Today, I received an alert that my credit card had been restricted and I was unable to use it. It said to contact customer support for more information. Customer Support indicted to me that the account was under review. They would not provide why it was under review or how long the review would take. I asked if I had used the card against the agreement and she stated that it didnt appear that I had. She stated that I had to wait to be called and that there was no one else I could speak with.
Company Response:
State: OH
Zip: 44266
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have a substantial balance with this bank. But their Customer Service has been very horrible and criminally incompetent recently. Here are my exact complaints- First. For about a month I am struggling to get a simple conformation that Marcus 's account titling requirements meet the FDIC requirements revocable trust accounts as listed FDIC 's website ( details below ). I have spent about 11+ hours on the phone with these guys and the amount of sheer ignorance, incompetence and stupidity ( I'm sorry to use this word but no way to sugar coat this ) I have seen is unbelievable. And I have heard all this nonsense on recorded lines. To this day, I have not received anything in writing that sys that Marcus meets these requirements. https : XXXX Coverage and Requirements for Revocable Trust Accounts 1. The account title at the bank must indicate that the account is held pursuant to a trust relationship. This rule can be met by using the terms payable on death ( or POD ), in trust for ( or ITF ), as trustee for ( or ATF ), living trust, family trust, or any similar language, including simply having the word " trust '' in the account title. The account title includes information contained in the bank 's electronic deposit account records. - Second. Before I transferred my substantial saving to Marcus, I checked, double checked, and triple checked that if they want to check my ownership of my external accounts, please do it now and don't give any hassle later if I want to move my money out. And again, I have been lied to multiple times on recorded lines. Just in last week itself, first they put some sort of restriction where I can't even move {$50.00} from my one Marcus account to another Marcus account. If that wasn't bad enough, the website shows this restriction as a technical error and keeps asking me to try again. Finally after trying like an XXXX multiple times, I had to waste an hour on the phone. Please see the attached image. Then 2 days later, they again put some different sort of restriction where I cant even log on to the website. When I called, I was told that they tried to call me which was a flat out lie and I can prove that. Again had to spend like 45 minutes on the phone. I filed complaints for all these cases but they go into a black hole and no one ever contacts you back. - Third. Since last week, whenever I try to link and external account through the instant linking option, it just shows me a blank pop up with no text or message on it. I have called them about 5 times and I keep getting the same stupid answers. Just today one agent told me that it works " sometimes ''. I needed to do an urgent ACH now but I am unable to do it. I cant even ask them to do a wire as the other bank charges wire transfer fees and manual external account linking takes days. They keep telling me that there is no restriction on my account and that it is a website issue but I just checked with 2 other people who have Marcus accounts and they dont have this issue. So obviously these Marcus agents are either clueless or simply lying again which is like a habit for them. Please see the attached pdf. - Fourth. They simply refuse to link certain bank accounts e.g. XXXXXXXX XXXX ( Routing number XXXX ) without providing any reason. If I had the option to do an ACH transfer, I wouldn't even bother with the hassle of doing a wire transfer. - Fifth. I was told on a recorded line by 2 supervisors that if I ever want to do a wire, all I need to do is call and they will verify my information and ask me to verify a code sent through text and that would be all. Again a flat out lie. Tried to do a wire transfer today because they wont let me link the account for ACH and had to spend at least an hour with their security department on 3 way calls with the external banks. I told that lady to verify the other external accounts as well so that I don't have to go through this hassle again but of course no. This is the same exact thing that I was told wont happen by Marcus 's agents on recorded lines. The whole thing is set up so that they do minimal verification when the funds are coming in but when the funds want to go out, they throw in all sorts of hassles and then hide all that non sense and incompetency in the name of security. They wont verify anything proactively even when a customer requests them to repeatedly. They will repeatedly put restrictions on accounts without any notifications and will put the onus on the customer to call them and waste hours on phone to get them resolved. They have no qualms about repeatedly lying to customers on recorded lines. To the Marcus person who is responding to my complaint, I can prove every single thing I have stated above with the dates times and names of the people involved. So please dont even bother saying that none of this happened to try to present an alternate reality of this. Thanks
Company Response:
State: NJ
Zip: 07047
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2022-09-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In a accordance with a fair credit reporting act. This creditor has violated my rights under 15 USC 1681 section 602 states I have the right to privacy 15 USC 1681 section 6048 section 2 it also states a consumer reporting agencies can not furnished an account without my written instructions under 15 USC 1666 B a creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purposes
Company Response:
State: WA
Zip: 98031
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-27
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/XXXX of XXXX there was an unauthorized transaction that took place. I reported it to Apple/Goldman Sachs on XX/XX/XXXX of XXXX. They gave a provisional adjustment on XX/XX/XXXX of XXXX. On XX/XX/XXXX of XXXX they reversed the provisional credit in the merchants favor. Also on XX/XX/XXXX of XXXX I reopened the disputer XXXX. On XX/XX/XXXX of XXXX I received the following email language Because your recent transaction dispute was resolved in your favor, the temporary credit you received including any related interest charges is now permanent. Disputed Transaction Details Transaction date : XX/XX/XXXX Merchant name : XXXX Credited amount : {$200.00} On XX/XX/XXXX of XXXX I got a message on my phone regarding the XXXX fraud charge from XXXX of XXXX
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-26
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I paid off half of my Apple Card on XX/XX/XXXX and the other half on XX/XX/XXXX. Its now XX/XX/XXXX and the available credit is not available. I have requested that Goldman release the funds but they refuse to comply and refuse to get me someone who will. They state it takes extra time to validate my payment but I have called my bank. They state that my payments are not able to be reversed because the money is already with Goldman. So they have the money in their account and are punishing me for extra time because Ive had returned payments in the past. They said the only thing they can do is have me apply for a limit increase which was denied because of returned payments in the past. Looking at the Apple Card payments on my XXXX, the status of the payments show completed for both but Goldman refuses to release it.
Company Response:
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2022-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-24
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: My complaint is with Goldman Sachs management of the Apple Card. My account was opened without any issues. I am in great financial shape with no debt. I began using the card per usual. After a few weeks the account was restricted with no explanation. I had even made an early payment to clear the outstanding balance. After several text sessions and a phone call, I talked to someone who said they needed more account information from me but had not communicated that to me. They assured me that the issue was resolved and the account reopened. Several days later the account was closed again and again no explanation. I have now spent countless hours with their front people who have no clue but to tell me that the account is under review but have no more information. No one will contact me and Im told it could take 10 days. The level of ineptness throughout the process has been astounding. I still have no answers days later just vague, patronizing text messages. I have never experienced such ineptness. Apple should seriously reconsider their relationship with Goldman Sachs.
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2022-09-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A