Date Received: 2023-12-11
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I created CD with Marcus, I used my husbands phone number to signup, it was working fine and suddenly i lost access to the account, I tried calling them and they said the phone number doesn't match back to me, so they sent me a form to fill and notarize, I'm XXXX XXXX XXXX and wanted access to this money back to my personal bank to pay debts and support my family XXXX, now I have no access to my account
Company Response:
State: CA
Zip: 95134
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
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 made multiple payments to my Apple Card, and they are withholding my funds. They will not release them to me although the Money has been taken from my account. They said they can not reverse the charge. I paid a bill on XXXX ( then made multiple payments as i had no available balance and was confused ) then was told that my funds will not be released to my card until XX/XX/19. I have asked to speak to management with no resolve.
Company Response:
State: MN
Zip: 55372
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
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: You must have known about the XXXX charge I disputed and it was charged back on my credit card account I recently got a response on " XXXX XXXX XXXX '' from you guys that I can redispute that XXXX charge by calling the customer service. Calling customer service is a nightmare in your bank, I feel like XXXX XXXX XXXX XXXX XXXX XXXX, why don't you dispute the charge over here or you give me a call at my phone number because I am not able to reach any customer service agent after calling at your customer service. The charge in question was {$240.00} I would like to tell all of the people who was are looking at this complaint to not use this Goldman Sachs credit card- Marcus , you will be banging your head on the wall, the customer service is awful and there is no recourse of the charges you have made on this credit card if you will not receive the merchandise or the service.
Company Response:
State: CA
Zip: 92833
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
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 am writing to address my concerns regarding my recent purchase of a bed from XXXX XXXX using my Apple Card. On XX/XX/XXXX, I placed an order for a bed with the order number # XXXX. In order to have the option to return the bed if I was not satisfied, I opted to purchase additional items, bringing my total to {$1800.00}. However, upon receiving the bed, I was extremely disappointed to find that it did not match the description provided. Specifically, it was advertised as a cooling bed, which was not the case. I promptly contacted XXXX XXXX and Apple Card to discuss the issue and was informed that I could return the bed. However, I was also informed that XXXX XXXX does not arrange for pick-up and suggested that I donate the bed instead. On XX/XX/XXXX, XXXX XXXX offered me an alternative solution. They proposed that I could keep the mattress and only pay {$380.00}, with the understanding that I would donate it. In an effort to comply with this arrangement, I carefully packed the mattress back into its original box using rope and tape. However, when I informed XXXX XXXX about the steps I had taken, I was informed that I had violated your policy by not removing the bed from the box and therefore, I would not be able to return it. I strongly believe that this accusation is unfounded and a result of a misinterpretation of my communication. It seems that this may be a recurring issue, as I have come across similar complaints from other customers. Since XX/XX/XXXX, I have been in constant communication with Apple Card/Goldman Sachs regarding this matter. I have provided hard copies of documents to Goldman Sachs Apple Card through certified mail, and I have sent numerous text messages and emails to Goldman Sachs, expressing my concerns. Despite my efforts, the issue has repeatedly been put into dispute, only to be placed back on my credit card by Goldman Sachs. Throughout this process, I have not received a single phone call from Apple Cards Services company or any party involved, inquiring about the facts of the situation. I feel trapped in a deceptive game orchestrated by XXXX XXXX, and I am at a loss as to what steps to take next. It is particularly disheartening that Goldman Sachs Apple Card, who I have always regarded highly, has not been of any assistance in resolving this matter. Their lack of support and failure to stand by their customers is truly disappointing. I kindly request that you address this issue promptly and provide a resolution that is fair and satisfactory. I have always been diligent in ensuring that my credit cards do not accrue interest, and I would appreciate your cooperation in rectifying this situation. I look forward to your prompt response and a resolution to this matter.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: On XX/XX/2023, I called what I thought was a XXXX XXXX account to tell them of an email I received that there was a charge of about {$600.00}. The person that answered the phone said that I would have to change my XXXX password and that he would help me with that process. I had asked if what he was telling me to do was applying for an Apple Card, that I did not want an Apple Card. He told me no. On XXXX XXXX I got a call from Goldman Sachs Bank asking if I had applied for an Apple Card. I replied no. Explained to her what had happened. They recommended that I contact the XXXX credit reporting agencies to freeze my reports. Also, contact the police for a report so I can send it to them. On XX/XX/2023, I checked my equifax credit report and there was an Apple Card charge on there with a balance of {$5400.00}. After that, I had went online to XXXX and disputed that charge. Monday, XX/XX/2023, I called XXXX to put a freeze on my credit report. Monday afternoon I went the police department and filed a fraud report.
Company Response:
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Problem when making payments
Subissue:
Consumer Complaint: Received two emails in XXXX from Marcus ( affiliate of Goldman ) which stated they transferred servicing of two loans I had with Marcus to XXXX and XXXX XXXX. Emails advised that there would be a new email with new account information from XXXX and XXXX XXXX - nothing received either by XX/XX/XXXX ( as originally stated in first email ) or by XX/XX/XXXX ( stated in second email ). I no longer have access to see what my balances are or a method of making payments. Representative of Marcus stated in phone call that automatic debit would continue ( WITHOUT MY AUTHORIZATION OR MY ABILITY TO CHECK OR MODIFY ANYTHING ). Information publicly available is that XXXX and XXXX website is unsecure and does not even have a security certificate with XXXX. I have no way to see what is going on and calls to Marcus are automatically directed to XXXX and XXXX XXXX and I have been cut off from automatic holds three times in a row.
Company Response:
State: NM
Zip: 87507
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XX/XX/XXXX, the balance of XXXX transactions on my Apple Card, managed by Goldman Sachs, was to be fully paid and settled. XXXX XXXXXXXX, the bank in charge of my checking account, failed to send a payment claiming insufficient funds. However, there were sufficient funds to cover the transaction. I immediatly tried to send an additional payment through the apple card app, but it would not allow it, until the transaction was fully rejected. Thus, I was charged interest on the XXXX and XXXX transactions, as per the terms and conditions. I complaint to both XXXX XXXXXXXX and Goldman Sachs as this was outside of my control, and I immediatly had posted pay as soon as the Apple Card app allowed it on XX/XX/XXXX. Goldman Sachs credited only {$25.00} of the {$120.00} charged. As per terms and conditions, I reinstated authorization of automatic full monthly balance payments. The terms state that by the next due date ( XX/XX/XXXX ) as long as the XXXX balance, along with the declined payment of XXXX ( due XX/XX/XXXX ) and the interest charges were paid, the grace period would be reinstated. This time, the Apple Card app, failed to cover the monthly balance including the interest charge as authorized by me, the user. Interest was charged again for the amount of {$80.00}. By XX/XX/XXXX, I paid fully the XXXX balance, plus the interests, which were still in dispute. I had opened several cases and had several calls and text conversations with Goldman Sachs customer service department. Including high level supervisors, which claim they are clueless as to why I am being charged, but that they refuse to credit the account. On XX/XX/XXXX, interest was charged again on the amount of {$38.00}. As per terms and conditions, once all monthly balances and interest are paid in full by due date, grace period is reinstated for the running month. As a user, I fulfilled all responsibilties of authorizing the application for full monthly balances on due date, which include all corresponding interest charges for each period. Both XXXX XXXXXXXX and Goldman Sachs have been negligent in their responsibilities to fulfill and settle transactions on my behalf, as formally authorized via their respective digital platforms. I was held unfairly, and perhaps fradulently ( at least for the last charge ), accountible for these errors and charged interest for which I expect full credit on my account. In conclusion, Goldman Sachs is violating their own terms and conditions, for interest charges posted on XX/XX/XXXX and XX/XX/XXXX, as I have abide by the rules of payment authorization and settlement of full monthly balances by their respective due dates. Yet grace periods are not being honored.
Company Response:
State: PR
Zip: 00926
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have provided Apple Card / GS Bank USA documentation as supporting documents for proof of identity but the company instead of closing the fraudulent account, they used the supporting documentation I provided to update their information with the credit bureaus and match my information to the fraudulent identity theft account they have in place. I demand an immediate close of this account and to send me document letter prove that the account have been closed and stop reporting on my credit report and take it down off my credit report.
Company Response:
State: TX
Zip: 774XX
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Goldman Sachs Bank XXXX XXXX failed to follow my instructions to close a XXXX account and transfer the balance to my linked external account. My XXXX account reached maturity on XX/XX/2023. I called on XX/XX/2023 and gave instructions to close it at maturity and transfer the balance to my linked account at XXXX XXXX XXXX ( XXXX ). The rep went over the details and asked me to verbally authorize. I did. On XX/XX/XXXX, XXXX days after the transfer ought to have occurredI discovered the funds were not in my XXXX account. I contacted XXXX and was bounced around by reps and specialists for more than two hours. When the last rep said she would submit my case for review which would take one to three days, I asked for a supervisor. The supervisor, XXXX, said the issue was something to do with verification of my XXXX account. That made no sense. I have statements from XXXX that prove my account at XXXX was verified months before ; and, when I gave instructions to close a CD account that matured XX/XX/2023, the funds transferred to my TSB account without a hitch. I suggested that the supervisor look at the XX/XX/2023 closing and transfer to XXXX as well as the verification that preceded it ( XX/XX/2023 ). I had no dealings with XXXX between that time and my XX/XX/2023 call to close the XXXX maturing XX/XX/XXXX so there was no reason or occasion for anything to change. The supervisor offered no explanation as to what went wrong. She expedited the XXXX closing and the funds appeared in my XXXX account XXXX XXXX days after they should have. XXXX submitting this complaint in the hope that the CFPB will take action to protect others from similar mistreatment. Consumers should not have to fight for what is rightfully and legally theirs. Had I not put myself through customer service XXXX, XXXX would still have my money.
Company Response:
State: CT
Zip: 06010
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-11
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have lost my phone in XXXX and I have a very basic passcode XXXX. Which I believe was very easy to crack, My face id functionality was broken on the phone hence was using a minimal passcode for unlocking it easily. My XXXX was totally moved to some new ID by the hacker, during this time and when I called apple to recover apple ID, they not even acknowledge that I had an account, I believe when you move your Id it is totally erased from apple 's systems. While this is happening I have no visibility on what's going on with my phone and there were a tonne of transactions and resulted in XXXX dollars charge on my apple card and I disputed them with Goldman sachs directly. Goldman Sachs do not have any way for me to let me see my transactions unless I have my apple Id back. This was very difficult situation for me as I couldn't get my account unlocked my apple nor they accept me to move my apple card to another new ID. Both Goldmana Sachs and Apple are kicking me back and forth when I ask to view my transaction and take over my account. XXXX reported the XXXX dollar to my credit report without resolving my disputes and they have accepted to take my disputes again and review it but I am not confident they would resolve them again this time.
Company Response:
State: TX
Zip: 75070
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A