Date Received: 2022-03-07
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/XXXX I made an online purchase from XXXX XXXX. I used my Apple Card to make the purchase, in the amount of {$100.00}. When I received the item I ordered I was not able to use it. It was wireless headphones and I was not able to sync the headphones with my bluetooth. I requested a return from XXXX and sent them back on XX/XX/XXXX. I tracked the return through XXXX and the package was received received by the XXXX XXXX XXXX on XX/XX/XXXX. When I did not receive a credit from XXXX I called XXXX on XX/XX/XXXX. XXXX and was told that if I did not receive the credit by XX/XX/XXXX to call back. When I still did not receive a refund I called XXXX and was told they would do an investigation to find out why I did not receive a refund. On XX/XX/XXXX I received an email from XXXX stating they were refusing a refund. On XX/XX/XXXX I initiated a dispute claim using the XXXX XXXX app on my phone. I received a temporary refund of {$100.00} for the amount of the purchase. On XX/XX/XXXX I received an email from Apple Card Support telling me that XXXX stated they never received the item and I was being charged for the purchase. When I initiated the dispute on the app I had to answer a few questions, one of which was if I could provide documentation to support my claim. I answered Yes and they stated that they might request the documents in the future. They never contacted me or gave me the opportunity to submit my documentation.
Company Response:
State: VA
Zip: 23061
Submitted Via: Web
Date Sent: 2022-03-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Problem with cash advance
Subissue:
Consumer Complaint: XX/XX/2021, {$9700.00} was supposedly sent to XXXX credit card ending in XXXX. The balance was less than that but Marcus would not accept the other credit card so I added it to this and XXXX said once they received the funds I could do a balance transfer. The funds have not been received by XXXX now I have 2 credit cards that are ruining my credit that should have been paid. I contacted Marcus by Goldman Sac XXXX and was continuously told that it cleared on their end and to contact XXXX. XXXX states they have not received it and wants a paper copy of transaction sent to a fax number or their mailing address which they provided. Marcus rep XXXX, myself and XXXX have been on three way calls and nothing can be done without this confirmation. XXXX was the processer that Marcus used and is not cooperating with Marcus, XXXX or myself with supplying this information, What should have been a great move has turned my credit score from XXXX to XXXX in two months and I still do not have the funds. 14 more days and it will be 90 days.
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-06
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I Have An XXXX and every time I go to fill out an application for one of there Apple credit cards There continuously sending me back a denied letter based off information thats not even in Any Of My Credit report theyre literally using the same Credit information from like two years ago exact same credit report that I had two years ago I worked on my report and got everything in there fixed
Company Response:
State: IL
Zip: 611XX
Submitted Via: Web
Date Sent: 2022-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-06
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: The XXXX XXXXXXXX XXXX card was bought out by XXXX XXXX XXXX I have never been behind on payments with XXXX XXXX. The transition to Goldman Sacs was a utter mess. I called to make my payment on the phone for the first time with Goldman Sacs and the automated phone says there is a 1 hour wait to speak to a customer service rep. This was on XX/XX/XXXX. Nonetheless, it states on the automated line that cardholders have thru the XXXX of XXXX to make a payment to avoid late charges. I called again everyday thru XX/XX/XXXX. It states on the automated site to go to the Goldman Sacs web site or wait a hour to make a payment. All of the info they had for my banking had been deleted. Therefore I had to go online to make a payment or wait a hour. It also states on the automated phone line that there would not be a problem with using the card. On XX/XX/2022, I was at the store getting my prescriptions, and the transaction was declined. I tried again and it was declined. I am not behind, I have never been behind.
Company Response:
State: AZ
Zip: 85297
Submitted Via: Web
Date Sent: 2022-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-05
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I traded in an old XXXX as part of an online purchase through XXXX and was told I would receive a trade-in refund of {$110.00}. The card I used in connection with this purchase was an Apple Card issued by Goldman Sachs. When I received a {$110.00} credit to my card on XX/XX/2022, this triggered an automatic " Daily Cash Adjustment '' debit of {$3.00} ( 3 % ) on my card because the transaction was coded as a " refund '' even though it is really a trade-in. I understand that this card features 3 % cash back on XXXX purchases, and that if those purchases are eventually returned, then Goldman Sachs needs to account for 3 % cash back as part of a return. However, this trade-in transaction is NOT a return, and I shouldn't have the " Daily Cash Adjustment '' deducted from my trade-in because I never received a corresponding Daily Cash reward in the first place. If XXXX would have had a different card on file for my trade-in, I would have received the full {$110.00} amount as part of my trade in. I repeatedly called XXXX/Goldman Sachs on XX/XX/2022 and was repeatedly passed to different departments at both companies and told I was wrong. Eventually, after escalating to a manager, I was told by the manager that I was indeed correct and that this Daily Cash Adjustment was made in error and that the underlying business logic being used for trade-ins at Apple Card is incorrect for this circumstance. However, the individual declined to issue a refund and instead indicated that a billing dispute would be initiated on my behalf and that they would follow up with me within a week. It is now XX/XX/2022 and there is no evidence of any resolution. I am frustrated about an absolutely terrible customer support experience and am upset that Apple Card is routinely, unfairly, and erroneously garnishing 3 % from every XXXX trade-in that takes place on an Apple Card. They are entitled to reconcile purchases/returns for cash rewards, but this makes no sense to apply to trade-ins, and the fact that I am only being charged this fee because I am using an Apple Card instead of another credit card is clear evidence of that fact. I am filing this complaint with CFPB because I have been unable to receive satisfactory resolution by directly engaging the company, and moreover, the company responsible for supporting me as a customer is failing to offer a clear and transparent way to contact them, and instead passes customers between XXXX, Goldman Sachs, and various other third party service providers without taking responsibility.
Company Response:
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-05
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I've been through the whole pandemic without one miss payment and nor have I asked the creditor for an extension. This past month, I totally forgot about a payment. I wasn't sent any reminder or anything. Well, Needless to say, I received an alert for from XXXX about a 30 day late mark on my credit file. I called the lender immediately to discuss and to let them know I can make the payment today and to please give me a removal courtesy. I satisfied the payment and there were no guaranteed of the removal.
Company Response:
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2022-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-04
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 the evening of Friday XX/XX/XXXX fraudulent charges totaling {$7300.00} were made on my Apple Card issued by XXXX XXXX. This was part of a larger identity theft that impacted my XXXX card, a business XXXX XXXX card, two XXXX Bank credit cards and two XXXX Bank checking accounts plus stole all of my Apple Cash. All of these other accounts quickly and efficiently closed accounts, blocked fraudulent charges and were a pleasure to work with. Not so Apple Card. I contacted Apple Card customer service twice on Saturday XX/XX/XXXX. The customer service person said the XXXX XXXX XXXX department was already involved and that my account would be locked and closed. They promised someone would get back to me. After not hearing anything I called again on XX/XX/XXXX. I was told that a problem had occurred but this time they would mark the transactions as fraud and get back to me. Again there was no contact and another call was made on XX/XX/2022. The customer service person my wife and I talked to today was very helpful but we were surprised to find that apparently none of the charges were flagged as fraudulent despite having called into Apple Card support multiple times in XXXX. At this time I read the fine print on my statement and sent a certified letter contesting the charges as fraudulent and demanding the account be closed. I have tracking proof of delivery from US Postal Service that this letter was delivered on XX/XX/2022. Nothing happened. Also on XX/XX/2022 I mailed a separate letter with a check for {$420.00} which covered my legitimate charges for the month of XXXX. That check was promptly cashed. Apple Card is now trying to bill us for the {$7300.00} in fraudulent charges claiming they have no record of multiple phone calls and a certified letter. We have talked to them every day so far in XXXX with no change and every person we talk to says they see no record of us ever having called. In the attached statement every charge after the {$26.00} at XXXX XXXX XXXX is fraudulent and was not made by me or any other authorized user.
Company Response:
State: CA
Zip: 91711
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: ATTENTION : THE FOLLOWING CREDIT REPORTING COMPANIES ARE IN VIOLATION OF THE FAIR CREDIT REPORTING ACT ; APPLE CARD / GS BANK, has not updated my credit balance to the credit bureaus since XXXX the failure which misrepresents my credit utilization thus adversely impacting my credit score. XXXX XXXX XXXX, has not updated my credit balance to the credit bureaus since XXXX the failure which misrepresents my credit utilization thus adversely impacting my credit score. XXXX XXXX, has not updated my credit balance to the credit bureaus since XXXX the failure which misrepresents my credit utilization thus adversely impacting my credit score. THE FAIR CREDIT REPORTING ACT 623. Responsibilities of furnisher of information to consumer reporting agencies 68 ( 15 U.S.C. & 1681s-2 ) ( a ) Duty of Furnishers of Information to Provide Accurate Information ( 2 ) Duty to correct and update information. A person who regularly and in the ordinary course of business furnishes information to one or more consumer reporting agencies about the persons transaction or experiences with any consumer and ( B ) has furnished to a consumer reporting agency information that the person determines is not complete or accurate, shall promptly notify the consumer reporting agency of that determination and provide to the agency any corrections to that information, or any additional information, that is necessary to make the information provided by the person to the agency complete and accurate, and shall not thereafter furnish to the agency any of the information that remains not complete or accurate Unfortunately this is not the first instance of negligence I have experienced as creditors and credit reporting agencies are often negligent and fail to report or update my credit file on time!
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2022, I have received an email from XXXX stating that my Apple Card payment was due that day. I visited my XXXX app and clicked on the Apple Card. There I saw I have credits on my Card Balance showing exactly + {$120.00} on the left side of the screen, and on the right side for payment, it said precisely " Nothing to Pay '' and " You have nothing to pay right now. '' with a large checkmark on the bottom-right corner. On XX/XX/2022, I got another email from the same email address saying, " As of XX/XX/2022, your account is 2 day ( s ) past due. Your past due balance of {$34.00} is due immediately. ". Hence, I started a live chat via Messages app connected with an Apple Card specialist ; I explained I had credit in my Card Balance and got the emails, so I sent the screenshots and asked why my account was past due anyway? The first agent said it was late ; they were closing the chat and chat back by the next day, so until the next day on XX/XX/2022, I started chatting again and again with many agents, one of them said to pay {$34.00}, so I paid {$34.00} via chat, and I asked why that amount and I shouldn't be paying? The agent couldn't answer my question but instead said, " Have a great rest of your day. We're here if you need help with anything else in the future. '' chat disconnected. The following agent again disconnected, then the next one transferred me to the manager and finally recognized my issue. Hence, they " escalated '' the problem, and it takes 5-10 days for someone from the " Customer Advocacy team . '' to contact me, which I strongly doubt will happen. I've had this issue before ; they didn't do anything about it. The issue was I got credits in XXXX XXXX, then Apple Card still punishes me for past due on my account with possible late fees and interest charges if I did not pay. When a live agent doesn't know an answer, they don't treat me as a customer and easily disconnect the chat as a click without any help to transfer me to someone else who might know the answer. In general, Apple chat agents have been rude, and most of the time, they did not treat me as a customer while I spent thousands of dollars for their products and services. I do not know why I paid {$34.00} and what the {$34.00} is for even all Apple Card specialists and supervisors don't know.
Company Response:
State: CA
Zip: 92620
Submitted Via: Web
Date Sent: 2022-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XXXX XXXX XXXX card was sold to Goldman Sachs Marcus product. I have had no access to my credit card information for a week. I got onto their online system XXXX day and was able to make a payment otherwise it has not worked. Their online system keeps saying this : We're having some technical issues We know this isnt the screen you were expecting, but a website error is getting in the way at the moment. Please check back in a few hours our team is working on a solution. If you have an urgent matter, you can reach our Contact Center : Monday to Friday, XXXX am - XXXX pm, or Saturday to Sunday, XXXX am - XXXX pm ET. Savings & Insights customers : XXXX Personal Loan & MarcusPay customers : XXXX Business Line of Credit customers : XXXX Monday to Friday, XXXX am XXXX pm ET. XXXX customers : XXXX XXXX hours a day / 7 days a week. XXXX XXXX XXXX customers : XXXX We apologize for the inconvenience. When you call the XXXX number it says they are experiencing long wait times of over an hour try back later. This is terrible service! My card works but I can not verify charges or a credit I am expecting back on my card. An organization of this size should have been prepared for this and required to make sure the online system would work or at the least, hire more people to answer the phones. Customer service is starting off terrible.
Company Response:
State: MI
Zip: 49009
Submitted Via: Web
Date Sent: 2022-03-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A