Date Received: 2022-03-03
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I recently placed an order with XXXX ( order number XXXX ) on XX/XX/22 and was promised that my items would be delivered today at noon if I opened a Goldman Sachs Apple account. After placing the order I was told that 80 % of my order would be delivered at a date much longer than the promised date. Upon contacting Apple they refused to do anything and I just noticed that Goldman Sachs has pulled my credit! So I was sold products with a promised delivery date and then said terms were changed AFTER my credit was pulled and an account opened in my name!
Company Response:
State: MI
Zip: 48170
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In the past year, I have received two notifications from large financial institutions, XXXX and Marcus : by Goldman Sachs, that they were unable to approve my loan applications because my credit information had been blocked by the reporting companies, XXXX, XXXX, XXXX, etc. Thank goodness for that! I did not request any loans, and am very happy that my information is frozen. I notified Marcus who said the request had come through XXXX. I called XXXX and they had no information that a loan had been requested through them, and suggested that it may have been initiated through Marcus. Standard passing of the proverbial buck. I understand that this is a risk in our banking system, and thankfully there are remedies such as credit freeze. I just hope the hackers don't break through the security.
Company Response:
State: ND
Zip: 58103
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: XXXX XXXX switched from XXXX XXXX to XXXX. I had a payment scheduled for the full amount of my balance, but the payment was cancelled by XXXX during the transition. Apparently, this was done with everyone. They sent out an email to sign up through the XXXX website but the website constantly crashes, no one will answer the phone or emails and I can not make my payment. They say late charges will be waived but it says nothing about interest. I want to pay but can not pay do to not having a payment address, statement and not being able to get into the website.
Company Response:
State: NE
Zip: 68701
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Trouble using your card
Subissue: Account sold or transferred to another company
Consumer Complaint: Mid XXXX our XXXX XXXXXXXX XXXX Rewards credit card was involuntarily transferred to Goldman Sachs AKA Marcus. Since that time, we and thousands of other former XXXX XXXX users have been unable to view our account on line as regards to charges, balances, rewards total etc. We have made at least a dozen attempts via internet and phone to correct this issue to no avail on line and receiving apologies and unfilled promises to correct the problem via phone. It is well over two weeks since we have been able to view anything regarding our account. We think you would agree this is unacceptable behavior for a financial company.
Company Response:
State: FL
Zip: 33764
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
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 completely disappointed with the Goldman Sachs AppleCard. I will not be using this card anymore because communication has been difficult, customer service skills are lacking, and it is taking too long to get to the bottom of an issue that should have been resolved two months ago. I purchased two XXXX via phone with the XXXX on XX/XX/2022. The phones were suppose to arrive to me on XX/XX/XXXX but I never received them. I contacted the XXXX via phone on XX/XX/XXXX and they cancelled both phones. I thought my card would be credited after they cancelled my order but it wasn't. I called the AppleCard on XX/XX/XXXX to dispute the two charges that was still on my card. One charge was successfully disputed but the other charge is still unresolved. I have made three calls the XXXX & Applecard and I haven't had any success resolving anything and i have been told a bunch of different things which do not all add up. Things came to a head when I spent over two hours on the phone on XX/XX/XXXX to try to figure out what I owed because my bill was incorrect. I ultimately tried requesting a Supervisor but I had to deal with at least three over reaching representatives who even made requesting Supervisor difficult. One of them named XXXX demonstrated how she lacked customer service and listening skills when she decided to hold me hostage on the phone listening to dead air and I eventually had to hang up on her and get someone professional to help me get to a Supervisor. I still don't have anything resolved. The Supervisors I spoke to was not even sure how to assist me with the issue leaving me disappointed and frustrated with the AppleCard. I do not know why one dispute was resolved and why the other one is still ongoing and why I can not get any answers more than thirty days after disputing the items. Why did I have to dispute them when the transactions were cancelled. Anyway this has been XXXX dealing with XXXX and I need a leader at Goldman Sachs to step up and resolve this because this should have been a simple matter to resolve.
Company Response:
State: IL
Zip: 60643
Submitted Via: Web
Date Sent: 2022-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had an Apple credit card with Goldman and Sachs. I closed this credit card and paid it in full in XX/XX/2021. There have been fraudulent charges made on this card which I am unsure how as I closed this card over a year ago. It has been reported to the credit bureau that I have 5 missed late payments and this has greatly negatively affected my score. I need this resolved ASAP and there late/ missed payments removed from my credit report as the information is inaccurate.
Company Response:
State: OH
Zip: 43213
Submitted Via: Web
Date Sent: 2022-03-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: on XX/XX/2022 at XXXX pm I called in a wire for XXXX. They told me it would be there Monday. The bank never sent it to me. Goldman Sachs XXXX Bank never sent it to me. I called a manager up and he assured me to wait till Monday and it never came. It was a WIRE..meaning within hours.. I did it on a Friday and by Monday never received it.
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Goldman Sachs purchased our XXXX XXXX XXXX with XXXX XXXX. Our business was informed about the acquisition in letters that were sent in advance of the transfer. On XX/XX/XXXX I began to receive notifications that our cards were being declined. After a brief phone call with XXXX XXXX, they referred me to Goldman Sachs to resolve the issue. XXXX XXXX I called XXXX Goldman Sachs to find out the issue. The first agent could not find our account. So I called back to XXXX XXXX, who once again assured me that Goldman Sachs was the only one who could rectify the situation. While on hold calling back Goldman Sachs, we received the following email on XX/XX/XXXX at XXXX XXXX : Welcome to XXXX XXXX As a reminder, your XXXX Rewards Card account recently transitioned from XXXX XXXX to Marcus by Goldman Sachs. Our records indicate that prior to the transition XXXX XXXX may have cancelled a payment you had scheduled. To avoid disruption with usage of your card, you can make a payment with XXXX by visiting marcus.com/gm and setting up your account in a few simple steps. Rest assured that any late fees will be waived on payments that were due from XX/XX/XXXX through XX/XX/XXXX. We will also make sure your credit report is not impacted due to the cancelation of this payment. Thank you for being a XXXX XXXX XXXX customer and we look forward to welcoming you to XXXX! Regards, XXXX by Goldman Sach We're here to help : XXXX 24 hours a day / 7 days a week Chat with us at marcus.com Please don't respond to this email. This mailbox isn't monitored and we don't want to miss your message. Marcus by Goldman Sachs is a brand of Goldman Sachs Bank USA and Goldman Sachs & Co. LLC, which are subsidiaries of The Goldman Sachs Group , Inc. Goldman Sachs Bank USA XXXX XXXX XXXX XXXX XXXX XXXX is the issuer of the XXXX XXXX XXXX . XXXX XXXX is solely responsible for the operation and administration of the Earnings program and points program. For more details about the XXXX XXXX Earnings program and points program, including redemption options, go to gmcard.com. XXXX Goldman Sachs & Co. LLC. All rights reserved. Member FDIC. We had a payment scheduled on XX/XX/XXXX through XXXX XXXX for our auto-pay statement in full - that was not processed. While holding to talk to a representative I followed the instructions per the email sent above. I, I created a login for Goldman Sachs and set up the account for auto-pay along with paying our statement balance in full that should have been processed on XXXX/XXXX/22. After connecting with an agent with Goldman Sach about the declines, they informed me that our card was in collections and that department is the only one who can remove the restriction. Then they informed me that the collections department is not open until Monday and there is nothing that can be done. I requested an escalation from the customer service rep and spoke with the representative 's supervisor, that reiterated the sentiment that they could do nothing until collections released the restriction. I will be calling back on XX/XX/XXXX22 to lift the restrictions as instructed. Our business card is being declined to vendors and for automated payments set up through the card during this entire time. We are receiving phone calls and email concerns from our vendors about the declines and notifications. We have had to additionally pay staff to work through the weekend handling the incoming payment declines and getting new financing aligned to proceed with now delayed orders. This not only reflects poorly on us as a business that we are being declined funds to pay our vendors but furthermore that supplies and materials are not being shipped because of the declined charges. Our company operates on expedited turnaround times for our customers as most of our projects are critical to the operations of businesses we serve. As a business, we pride ourselves on our relationships with our vendors and customers. We will now not only be inconvenienced by dealing with the declined payments for orders with our vendors but also now we must inform our customers that projects will be delayed. This is not only causing undue strain to our employees to resolve but also negatively reflects on the image and professional standards of our business with all involved. I am thoroughly disappointed in the professionalism of Goldman Sachs and how this transfer was handled.
Company Response:
State: SD
Zip: 57104
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had some bad fraud going on with my credit cards and bank account for over 2 years now. Most recently the Apple Card. While I was out the country and unable to come back due to the pandemic. My apple card was getting used after my XXXX and XXXX where stolen. Which i reached out to apple and informed them. There was over {$20000.00} in transactions made and {$16000.00} in payments taken out my account. Ive already let my bank know. But Goldman Sachs indicated I wasnt responsible and how i dont need to worry and how theyll get the charges credited and my payments back. Instead they closed my Apple Card and said I was liable for the fraudulent charges I never made. This is horrible customer service and to be told Im not liable for any fraud and then to close my account and say Im liable is a slap in a face to me. This pandemic was hard on everyone and so much fraud was done during that time and they have the audacity to say Im liable
Company Response:
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had some bad fraud going on with my credit cards and specifically the Apple Card. While I was out the country and unable to come back due to the pandemic. My apple card was getting used after my XXXX and XXXX where stolen. Which i reached out to apple and informed them. There was over {$20000.00} in transactions made and {$16000.00} in payments taken out my account. Ive already let my bank know. But Goldman Sachs indicated I wasnt responsible and how i dont need to worry and how theyll get the charges credited and my payments back. Instead they closed my Apple Card and said I was liable for the fraudulent charges I never made.
Company Response:
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2022-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A