Date Received: 2022-05-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I called Apple and told them that I submitted for a Apple Card. I never received a card and I never charged anything on it. They stick by their reporting and it has cost me thousands of dollars in purchasing things like vehicles and appliances ETC. Well I received a report XXXX XXXX that the account was written off, my question how do you write off {$0.00} dollars? If I had this account and charged nothing how do you write off nothing owed. They were showing that I owed {$2.00} but when I talked to them XXXX XX/XX/2022 they said that I owed {$0.00} dollars to them, and they couldn't find anywhere where I owed them, yet they will not remove this information from my report. These tactics are XXXX and XXXX in nature and it shows just how far companies are willing to go to hurt consumers. Is this behavior to show how powerful they are or just what they can get away with? They destroy your credit and cost consumers millions even billions every year.
Company Response:
State: TX
Zip: 79934
Submitted Via: Web
Date Sent: 2022-05-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: XX/XX/XXXX XXXX, I've received a email from Goldman Sachs stating I was denied for the XXXX card by Marcus due to them being unable to verify my identity. I called Godman Sachs and the customer service representative wasn't able to help me verify my identity they kept telling me to apply again and after doing so I kept getting the same email with the same information. After reaching out again a customer service representative told me send a photo copy of my state identification card, so they can verify me in the system.
Company Response:
State: VA
Zip: 23503
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On or about XXXX XX/XX/2022 Goldman Sachs received a cashiers check XXXX from XXXX XXXX on behalf of Myself, XXXX XXXX XXXX and my Spouse XXXX XXXX XXXX for payment on are Apple XXXX accounts XXXX and XXXX. On XXXX XX/XX/2022 Goldman Sachs processed the check. As of today XXXX XX/XX/2022, the proceeds from that payment have not been applied to either of our accounts. I have spoken with Goldman Sachs on at least 4 different occasions regarding this issue. I have been told they are elevating this concern. In the interim I and my spouse have to continue making payments on accounts we have already paid in full.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am requesting assistance from CFPB to have Marcus Bank pay its promised {$100.00} bonus that I signed up for on XX/XX/2022. I have contacted the bank about this matter. The bank insists that I signed up for the promotion after I funded the account. But the fact is I signed up for the promotion as I opened the account and before it was actually funded. I am providing the screen shots to prove this ( the bank did not ask for any proof from me ; they just simply denied the bonus ). I believe the denial has to do with a systemic error on the banks part. When I checked my interest on XX/XX/2022, Marcus asked me again to sign up for the promotion. Just to make doubly sure I was enrolled in the promotion, I clicked on the bar to enroll. Now Marcus is insisting that I enrolled in the promotion on XX/XX/XXXX, not when I opened and funded the account on XX/XX/XXXX ( even though the attached screen shots made on XX/XX/XXXX show otherwise ), so I am not entitled to the {$100.00} bonus. I believe that Marcus intentionally sent a confusing promotion to me on XX/XX/XXXX to sign up again so that it could eventually avoid paying the bonus -- -a classic bait-and-switch tactic. Here are the facts : I signed up for the {$100.00} promotion on XX/XX/2022 following the prompts as indicated ( see attached ). The required {$10000.00} was sent on XX/XX/2022 to my new Marcus account ( actual amount deposited was {$10000.00} ). This balance was maintained in the account more than the required 90 days. I had no reason to believe that I was not enrolled in the promotion, because I followed all of the prompts online for the promotional offer on XX/XX/2022. I checked my interest on XX/XX/2022. Marcus sent an additional offer to sign up for the {$100.00} bonus. Just to make sure I was enrolled, I clicked on the button to sign up for a second time on XX/XX/XXXX. When the promised {$100.00} bonus did not pay out on time, I called Marcus customer service on XX/XX/2022 and spoke to XXXX in XXXX. I was told that I funded the account before I enrolled in the bonus offer. When I stated that I actually enrolled in the offer when I opened and funded the account on XX/XX/XXXX, XXXX, the representative said it would be investigated, but never asked me for proof of the screen shots I took as I opened the account. I was told I would hear a response in 1-3 business days. A representative never followed up on my case, so I called again on XX/XX/2022. XXXX told the same thing I was told originally : that I funded the account before I was enrolled. He also did not want proof of screen shots of my original enrollment in the promotion on XX/XX/XXXX and was not interested in helping me resolve this matter. I am a senior living on a fixed income. It appears that Marcus deliberately set up a system to take advantage of vulnerable customers like myself so it could concoct a reason to use my money at a low interest rate for XXXX months without having to pay out the {$100.00} promotion. Would CFBP please ensure that Marcus is actually delivering on what they had promised by having them pay out the {$100.00} promotion to me? Thank you.
Company Response:
State: PA
Zip: 17050
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Friday, XX/XX/XXXX, after initiating a transfers of my funds out of my XXXX savings account via their website, I was sent an email from XXXX later that evening stating they tried to contact me and need me to call them. I was a little confused as I had not received a call, nor was any any voicemail left with me, stating XXXX tried to contact me. I then noticed my account was locked by XXXX, rendering my access to my account non-existent. I called XXXX that evening on XX/XX/XXXX and was immediately transferred to the " Speciality Department. '' I spoke to XXXX ( Interaction # : XXXX ) who let me know that they needed to verify the bank I was transferring funds to, even though I linked the account online using my own credentials- which were accepted by XXXX, before I could transfer the money out of my account. This annoyed me because now over {$13000.00} of my money was being held up for an immediate need of mine ( passing of a family member ). Unsure of what was going on here, I asked XXXX clarifying question like what the speciality department was or why this action was being taken on my account. I was told they would not give me more information, that it's against their policy, and so on. It's important to note that not only was this transfer legit, it was to a linked account on XXXX ' website and it was a personal account in MY NAME. This did not seem to matter to XXXX, nor did the urgency, because even after this phone call, they continued to lock me out of account, telling me they would not allow me in, and held my money hostage. I stated I wanted the money put back into my account and that I would transfer to my XXXX account as soon as it was available to me. This did not happen and they told me I would need to wait until Monday to verify the other bank account. I also asked if there was fraud concern on my account, to which XXXX gave me an unclear, less affirmative answer. Time after time on this phone call, XXXX answered my questions with vague information and even citing bank policy for refusing to answer my questions. This is deeply unsettling when a bank holds over {$13000.00} of your money but will not be direct with you. On Monday, XX/XX/XXXX, I called XXXX again and was transferred to the Fraud Department, this time speaking to XXXX. I was annoyed that now someone from Fraud was working on my account when on Friday I was given uncertain information on the account as to if there was a fraud concern related to my account. Yet, XXXX continued to restrict my account. There are quite a few things wrong with XXXX ' behavior that leave me not wanting to do business with them again. First, making me our to feel like I was doing something criminal by blocking access to my money, not giving me details about what was going on even after verifying I made the transaction and to what account I made the transaction to, and restricting my account access even after verifying these details AND asking them to let me back into my account verbally ( to which the refused ). More importantly, I've worked as Fraud and XXXX professional serving large name clients, and I have never seen such horrible policy. It's clear to me that there was a fraud concern, but leaving me out of the loop made me feel like I was the concern or that I was doing something wrong with my own money when in fact I've transferred money in and out before and verified other account with them. I trusted XXXX to be a good steward of my money. Even if policy required these actions, those very policies and the interactions surrounding them made me feel like I did something wrong when in fact I followed paths on their own website to transfer money and add an account. If XXXX does not like people using those tools, they should restrict them altogether instead of discriminating who can access them, and when, and under what restrictions ( as those are not posted ). Most importantly, I needed part of this money to lay my father to rest and XXXX got in between that, added pressure to this already stressful time, and made me feel like I was the bad person. My complaint is very clear. XXXX does not have their house together. They have policies that are not automated, they have customer service interactions that are less that ideal for a bank of their size, and they truly need to make there product better because as of now, it's a second class product in comparison to the competition. XXXX did not and does not deserve my business and they clearly acted like it. I am allowing this complaint to be public so others can see how XXXX conducts business behind the scenes.
Company Response:
State: IL
Zip: 60613
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I have been violated by Goldman Sachs according to FCRA Section 1681 and Section 1691.
Company Response:
State: GA
Zip: 30127
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
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 at XXXX PM at XXXX XXXX located at XXXX XXXX XXXX, XXXX XXXX, NY XXXX, I purchased shoes for {$140.00}. I was never given a receipt for my purchase. The shoe size was incorrect. Asking for a return from the manager was denied because " they have no proof of purchase ''. I asked how I was supposed to provide proof of purchase when they denied me the means to provide it ( no receipt ). Manager could not answer, my return was denied. I reached out to my Apple Card XX/XX/XXXX to open a dispute. I needed a copy of my receipt in order to transact the refund. Apple stated they will begin investigating right away. They requested documentation proving I reached out to XXXX XXXX to resolve the issue. I submitted phone logs showing multiple conversations with XXXX XXXX where they explain the will resolve my issue and contact me at a later date. I call 4 separate times, on XXXX, XXXX, XX/XX/XXXX and XXXX at XXXX XXXX corporate number ( XXXX ) XXXX. Apple Card gave me receipt after 90 days, and refused to elaborate further as to why it took the company over 90 days to produce a copy of the receipt. Apple refuses to explain why they did not provide the receipt, nor do they give a reason explaining XXXX XXXX lying and explaining 4 separate times that someone would reach out. On XX/XX/XXXX, I spoke with an Apple Card specialist for an hour and explained that there is nothing I can do. I explain to him the multiple laws stating that is it illegal to refuse a receipt in purchases, but the Apple Card rep did not seem aware of laws. I've wasted hours of my life trying to explain to Apple how fraud works.
Company Response:
State: NY
Zip: 10314
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
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, 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 an 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: FL
Zip: 33160
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Goldman Sachs Marcus emailed a promotion that if I deposited X amount of money I would get the bonus after maintaining the account balance for a certain number of months. I called a representative to confirm that it was okay since I had a transfer out the same day. The representative said yes they would honor the agreement. After maintaining the balance, I did not see the promotional amount reflected. So I called them, turns out they won't honor the agreement now because it doesn't count due to the transfer out, even though I confirmed months before that they would honor the agreement. This is a deceptive trade practice and I will be filing with the FTC if it isn't resolved.
Company Response:
State: CA
Zip: 92126
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am requesting assistance from CFPB to have Marcus XXXX pay its promised {$100.00} bonus that I signed up for on XX/XX/2022. I have contacted the bank about this matter. The bank insists that I signed up for the promotion after I funded the account. But the fact is I signed up for the promotion as I opened the account and before it was actually funded. I am providing the screen shots to prove this ( the bank did not ask for any proof from me ; they just simply denied the bonus ). I believe the denial has to do with a systemic error on the banks part. When I checked my interest on XX/XX/2022, Marcus asked me again to sign up for the promotion. Just to make doubly sure I was enrolled in the promotion, I clicked on the bar to enroll. Now Marcus is insisting that I enrolled in the promotion on XX/XX/XXXX, not when I opened and funded the account on XX/XX/XXXX ( even though the attached screen shots made on XX/XX/XXXX show otherwise ), so I am not entitled to the {$100.00} bonus. I believe that Marcus intentionally sent a confusing promotion to me on XX/XX/XXXX to sign up again so that it could eventually avoid paying the bonus -- -a classic bait-and-switch tactic. Here are the facts : I signed up for the {$100.00} promotion on XX/XX/2022 following the prompts as indicated ( see attached ). The required {$10000.00} was sent on XX/XX/2022 to my new Marcus account ( actual amount deposited was {$10000.00} ). This balance was maintained in the account more than the required 90 days. I had no reason to believe that I was not enrolled in the promotion, because I followed all of the prompts online for the promotional offer on XX/XX/2022. I checked my interest on XX/XX/2022. Marcus sent an additional offer to sign up for the {$100.00} bonus. Just to make sure I was enrolled, I clicked on the button to sign up for a second time on XX/XX/XXXX. When the promised {$100.00} bonus did not pay out on time, I called Marcus customer service on XX/XX/2022 and spoke to XXXX in Virginia. I was told that I funded the account before I enrolled in the bonus offer. When I stated that I actually enrolled in the offer when I opened and funded the account on XX/XX/XXXX, XXXX, the representative said it would be investigated, but never asked me for proof of the screen shots I took as I opened the account. I was told I would hear a response in 1-3 business days. A representative never followed up on my case, so I called again on XX/XX/2022. XXXX told the same thing I was told originally : that I funded the account before I was enrolled. He also did not want proof of screen shots of my original enrollment in the promotion on XX/XX/XXXX and was not interested in helping me resolve this matter. I am a senior living on a fixed income. It appears that Marcus deliberately set up a system to take advantage of vulnerable customers like myself so it could concoct a reason to use my money at a low interest rate for three months without having to pay out the {$100.00} promotion. Would CFBP please ensure that Marcus is actually delivering on what they had promised by having them pay out the {$100.00} promotion to me? Thank you.
Company Response:
State: PA
Zip: 17050
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A