Date Received: 2022-04-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: At the start of the pandemic in XX/XX/2020, I was laid off and unable to make credit card payments, car notes, rent, etc. I also contracted covid and tested positive. I reached out to the company a few months ago, alerting them of my situation about how Ive had my account for many years and never missed a payment up to this date except for the missed payments at the pandemic 's beginning. Once I recovered, I paid all my debts and stayed on top of my bills. Its coming up on two years of on-time payments. I contacted the company asking if they could remove the late payments from my credit report because they happened a few months before the company offered that option. They said no. That is the only reason I was able not to miss any more payments was because of that option until I recovered and found work.
Company Response:
State: CA
Zip: 90019
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
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 I made a agreement with the salesman at XXXX XXXX that I would purchase a item conditional on my local XXXX dealer handling the sale and getting the commission from that item. less than 12 hours later I learned that the salesman was going to keep the commission and denied having said anything along those lines. He refused to supply the recording and stated it would be a XXXX fee to cancel. The original charge was XXXX. I contacted Goldman Sachs via phone on the XXXX less than 12 hours from the original charge and contested the entire amount based on failure to fulfill the oral agreement. Godman Sachs started a contested charge freezing the funds and charges at that time. They than posted a refund of XXXX on XX/XX/XXXX and I again contacted them and contested the remaining amount. I believed the XXXX in total was resolved in XXXX when I completely paid of all balances and had a balance of XXXX. Late XXXX and early XX/XX/XXXX I used the card for a additional XXXX in charges and than on XX/XX/XXXX Goldman Sachs recharged my card under the title provisional adjustment reversal and recharged my card XXXX and a XXXX claiming that they had to clear their books! XXXX XXXX I spoke with them 3 times and multiple individuals and 3 supervisors agreed that the charges were confusing. I asked for a complete audit of the account to rectify the problem and was notified that they would not do any audit even though they had admitted discrepancies. I I immediately payed of all charges that had been accrued over the last 30 days leaving the reversed charges from XX/XX/XXXX totaling XXXX unpaid. Told them I would be reporting them and to freeze the account and allow no further charges They all admit when reviewing my account that the charges were a reversal of the chargeback showing as a specific negative but after they would call the higher supervisor would simply hang up on me or leave me on hold for up to a hour on 3 separate phone conversations. The original charge was disputed with 12 hours after the seller broke the contract. I never received any extra credit during the reviews by Goldman Sachs the credit was simply frozen. I will never receive any product or monetary gain from the cancelled purchase They claim I now owe them the XXXX for the original charge and have obscured the charge into the definition of credit reversal. I never received any credit or monetary funds beyond the frozen charge. yet they continually play smoke and mirrors that a tentative credit on a charge that I can't use and accrues no interest and than charge it back. They are committing fraud and refuse to even audit the situation because they know that it is fraud and theft, and usury. They have failed in the Good Faith aspect to protect me and actually have redone their numbers and say they gave me money to be used when the charge was contested. Which is not true and a audit would show it, yet they refuse. Help XXXX XXXX
Company Response:
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: Apple Card says that I have a balance of XXXX when its XXXX and XXXX XXXX and XXXX is paid off so XXXX $ due. I have XXXX $ on my XXXX XXXX credit card left till XX/XX/XXXX.
Company Response:
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2022-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
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: The merchant never provided any valid information regarding the dispute, and the credit card company, Apple, continues to rule in their favor. Dispute case number : XXXX Transaction date : XX/XX/2020 Merchant name : XXXX XXXX Disputed amount : {$3300.00} Temporary credit : {$3300.00} I lost the dispute, but Apple reps keep calling me to reopen the dispute. I gave them all the information needed to rule in my favor, letting them know the merchant never provided me with any contract or terms and conditions stating that the service was nonrefundable. The service I was provided was not as described and the merchant was unprofessional, which is why I opened a dispute. Apple keeps harassing me every so often with different reps calling me to reopen the dispute. Most recently, the dispute was opened again and now they have completely blocked my credit limit and won't even let me pay. This is extremely disgusting service.
Company Response:
State: NY
Zip: 12203
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
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 complaint relates to the Apple Card, managed by Goldman Sachs, and stems from a sequence of purchases made the iOS version of XXXX XXXX by XXXX. Goldman Sachs has made it unreasonably difficult to submit, process, and appeal such claims, has failed to provide written documentation supporting their decisions in reviewing purchase dispute ( as required by federal law ), and has given me few opportunities if any to provide information relevant to their investigation. The purchases in question were made in the arcade-style game " XXXX XXXX XXXX' , which has historically been plagued by software bugs. One longstanding such bug was that sometimes no in-game resources would be delivered to the user upon purchase, but the credit card would nonetheless be charged. It is worth noting that all items in this game can be acquired over time without payment, so the sole benefit of making purchases is to acquire in-game resources quickly ; additionally, XXXX XXXX has numerous bugs and its Customer Support is often slow or too busy to respond to everyone, and when I finally explained the issue, they said that it was not within their power to reverse the charge and that I should contact my credit card company, and that XXXX XXXX would endeavor to assist in the processing of the return ( which may or may not have transpired ). Because of these factors, on numerous ( >10 ) occasions, when I made a purchase in XXXX XXXX I neither received the items I intended to purchase, nor did I receive a notification that my card had been charged ( such a notification is usually immediate ). After waiting a few minutes, I reasonably assumed that no purchase had occurred, and tried again. In most ( possibly all ) cases, I received the desired resources with the second purchase, and I would receive notifications that both purchases had processed from the XXXX XXXX. But I only intended to make one purchase, and only received the purchase items once. In one case, I was charged twice for " unlocking '' an item... an action that can only happen once. Goldman Sachs makes it extremely difficult to remedy these duplicate charges ( note that I did not want to make XXXX purchases and that I had reason to believe that no purchase had occurred when I retried the purchase in the game ). For the first few months I had the Apple Card, " duplicate charge '' was not even a default option when disputing a purchase, despite this being one of the more likely possibilities ( especially for a card associated with the App Store ), and despite the fact that other credit card companies actively check for duplicate charges on behalf of their customers ( e.g., XXXX XXXX ). Without a default dispute option, I was forced to go through Customer Service. I believe " duplicate charge '' is now a dispute option, but as far as I know, there is still no option to supply supporting information when making such a dispute, leading to senseless denials of the claims ( there is also no option to appeal claims nor to submit supporting information after the initial decision ). Essentially, Goldman Sachs ' attitude toward dispute resolution is to take various performative bureaucratic steps to give the appearance of compliance with federal law and then deny claims outright, as I will describe. Apple Card customers can basically only initiate interactions with customer support through the XXXX XXXX application on their phones, which may itself violate federal law on communications between creditors and their customers. Then, any dispute is first routed through XXXX XXXX XXXX XXXX, who are unable/unwilling to assist with these and related matters, before the customer is directed to Goldman Sachs . If the customer is unable to provide all information to the Customer Service representative sufficiently quickly, their messaging session with the representative expires, and they must repeat the process of supplying information to a new representative, which often involves copying and pasting receipts, dates, transaction IDs, etc. This process has wasted many hours of my time, and seems designed to discourage users like myself from submitting claims at all, or delay the process until applicable deadlines ( set out by federal law ) have passed. These obstacles are especially burdensome to me owing to mental health issues, which are protected by the ADA. Eventually, Goldman Sachs Customer Service representatives initiated disputes on my behalf. In some early cases, these disputes were resolved in my favor. In many cases, they were resolved in favor of XXXX XXXX, with the stated reason being that I had, in fact, made the purchase. Obviously, I knew I had technically made the purchase, but I never meant to, and I had every reason to believe that I hadn't. But at no point in the dispute review process did I have the opportunity to mention any of this ( more recently I have discovered I was asked to provide supplementary information to assist in a much later dispute, however this request was sent to the email associated with my Apple ID, which I rarely check, rather than via iMessage, where the dispute originated ; I was also given a hard deadline of 5 days for no discernible reason, after which my dispute was rejected ). In fact, I never had the opportunity to mention any additional information to anyone who investigated the majority of these claims ( only to the Customer Service representative who submitted the claim on my behalf, without my having the opportunity to review its contents ). On one occasion, I managed to initiate nearly a dozen disputes all at once ; after complaining about my previous disputes not being investigated, roughly the first half of these disputes were resolved within 48 hours ( from the submission of the complaints to close of business on Friday ). ALL of these were resolved in my favor. The following Monday when business resumed, all remaining disputes were instantly resolved, and NONE in my favor. It appears that a new person had resumed processing my disputes and decided to reject all of them without serious consideration. I assume this is Goldman Sach 's policy. I have since requested all documentation appertaining these investigations ( in writing ), but have received nothing. It has been more than a month ( probably more than two ) since this request. I should also note that I have other purchases to dispute related to this game ( XXXX XXXX by XXXX ), which has ( through software glitches, fraudulent claims, and general deceit ) removed in-game resources from my account whose dollar value vastly exceeds all my purchases combined. Numerous purchased items have been removed from the game entirely without any offer of a refund, others were bought based on false information ( i.e., I never got the item I was led to believe I was purchasing ), and the game constantly downgrades ships and strengthens enemies, effectively nullifying all purchases. But if Goldman Sachs won't even refund my duplicate purchase, then how can I trust them to investigate the aforementioned claims honestly and fairly? Note that I have also raised these issues with the Apple App store and with the Federal Trade Commission, neither of whom have taken these matters seriously, despite the fact that tens of thousands of Americans may be affected by this predatory game alone. From what I can tell, XXXX and XXXX XXXX have a manifest conflict of interest in adjudicating claims about purchases made from the XXXX XXXX and through applications available therefrom. Certainly Apple and Goldman Sachs have financial entanglements, and it seems increasingly likely that Goldman Sachs ' dispute resolution policy is biased against its own users ( likely in violation of its own user agreement and/or federal law ), since refunding purchases would decrease Apple 's revenue from the Apple App Store. Goldman Sachs also fails to compete with the consumer-protection services afforded by many other credit cards, and their policies are opaque and their customer support all but inaccessible. All of this seems to be " by design '' to make it as difficult as possible for Apple users to dispute purchases where Apple has a financial stake. Goldman Sachs needs to clarify their policies, make it easier for consumers to dispute claims, and remove any bias or appearance thereof in their dispute resolution process. Apple should not be allowed to influence the dispute resolution process in any way, and any financial complications or interests that could influence this process must be eliminated. The entire gaming industry needs to be reigned in as well, and the CFPB could help by making it clear that credit card companies will not be allowed to engage in these predatory practices to gouge consumers of their hard-earned income.
Company Response:
State: CO
Zip: 80021
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
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 purchased an Apple XXXX for approximate {$1200.00}. Apple offered an " installment payment with no finance '' if paid off in 24 months if you put on a card, so payment would be {$51.00} a month. XX/XX/XXXX I noticed that my card was being charged interest and contacted Goldman & Sachs ( card company ) and advised of this. Apple representative called me back the next day and said their error they would credit all the finance charges and put phone on installment plan.. XX/XX/XXXX Apple Card ( Goldman & Sachs ) called me regarding my payment being behind, even though I had made a payment. Rep stated the payment was to be {$160.00}. I said What, why ... .They said well you owe for phone. I went through the installment that Apple advised and Apple NEVER applied the payments against the phone, they set up the installment plan 8 months later with the original amount. Supervisor at Goldman & Sachs saw the same thing and stated they were putting in a dispute and it could take up to 25 days to resolve. It has been past 25 days, still not resolved and they call every month stating I am past due. I tell the rep is there any notes... they go in and see the notes then say oh I am so sorry. Today when they called I said I am still waiting on resolution but at this point I am worried this is effecting my credit representative stated " Oh it absolutely is being reported that you are past due '' At that point I stated I was contacting CFPB and the Attorney 's General Office and wanted to speak with supervisor. Supervisor XXXX got on phone she also can see the error and is sending back a note regarding the false reporting to credit bureau but due to the amount of time that this has been going on I am worried this is not going to resolve.
Company Response:
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-13
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Apple - Goldman Sachs does not accept United States Postal Service po box as a legitimate mailing address vs. a physical billing address. Millions of Americans especially in rural areas rely on a USPS po box , to prevent mail theft, identify theft, etc that stems from rural mailboxes being isolated and unattended. Yet the financial services companys expectation is that consumers who pay by mail have to mail their checks to The Apple Card payment address which is : Goldman Sachs Bank USA XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX I deal with XXXX, XXXX, XXXX, XXXX XXXX and other using a USPS po box , no questions asked.
Company Response:
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/XXXX I purchased XXXX earbuds online using my apple card. It was the first time for me to use an apple card. On XX/XX/XXXX I returned the earbuds for a full refund. I did not realize that the original purchase on XX/XX/XXXX resulted in a {$5.00} cash reward. I incorrectly assumed that since I returned the item so quickly, the reward would be removed from my account. That {$5.00} turned into an amount due on my card. I never received a statement from XXXX so I had no idea this was a balance due. On XX/XX/XXXX I noticed my credit score went from XXXX to XXXX. When I researched the reduction and realized it was from the {$5.00} charge on my apple card. I immediately paid it, not even knowing what the {$5.00} charge was for. At that point I did not care, I wanted my account up to date. On XX/XX/XXXX AFTER I paid the balance, XXXX hit my credit score again. My credit score is now XXXX. I filed a dispute with all 3 credit agencies and XXXX XXXX admitted they should have just removed the cash reward balance from my account since I had not spent the reward yet. XXXX also admitted they were wrong to hit my credit again on XX/XX/XXXX after I had paid the bill but yet all XXXX credit agencies are saying my credit score is correct and they have closed my dispute. A person with a credit score of XXXX does not ignore {$5.00}. I had no idea this was even on my apple card.
Company Response:
State: TX
Zip: 75022
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: I spoke with Master card about a XXXX feature XXXX has a feature called " XXXX XXXX Billing Updater ( XXXX ) '' that automatically updates merchants with replaced virtual card numbers to maintain continuity of recurring payments. If the customer has opted in for this feature with XXXX, any time we replace their virtual card number to try and stop merchants from making reoccurring transactions, XXXX will continue to update these merchants with the new number and they will continue to be charged. Those are the exact words from the XXXX XXXX representative. Not only do they share my card information with third party companies but they do NOT provide any way of me from stopping this feature or blocking the cancelled subscription!
Company Response:
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I have had a number of hard and soft inquiries into my credit recently that I did not consent to. These requests were for things like loans and credit cards which I did not authorize. The mailboxes at my apartment building have been broken into a number of times in the last several months and I have had many personal items stolen such as my renewed drivers license, pre-qualified credit card notifications, among others. The only thing I have to identify the requestor is the email address that have been using to send these requests our which is XXXX Here are the three hard inquiries which have been dealt with through each respective organizations ' fraud department : XXXX XXXX ( Finance ) XX/XX/2022 XXXX XXXX ( Bank ) XX/XX/2022 XXXX XXXX XXXX Bank XXXX XX/XX/2022 Here are all of the soft inquiries made as reported by XXXX : XXXX XX/XX/2022 XXXX via XXXX XX/XX/2022, XX/XX/2022 XXXX XXXX XXXX XXXX GOLDMAN SACHS XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX APPLE CARDGS BANK XXXX XXXX APPLE CARDGS XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 94606
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A