Date Received: 2021-12-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have an online savings account with Marcus by Goldman Sachs. It worked fine in the past. However, starting from the first half of 2021, I consistently had problem log into my account through all of my laptops & a desktop. Every time I went to the account log-in page using those computers, Marcus showed me a blank page. There was no way for me to log in. It has been for more than 8 months that I had challenge simply logging into my account. I called them numerous times but it was never resolved. There were a lot of frustration, even anger. They told me that it might be because of the conflict of antivirus software installed on my computer. The antivirus software I use is XXXX, which is a very popular one in the market. And NO OTHER BANK had this problem. I do not feel comfortable that I have to disable my antivirus software to log into my bank account. The most recent time when I called Marcus might be in XXXX or XX/XX/2021. I requested them to escalate my complaint and solve the problem. After that, the log-in website worked once or twice. Now I have the same problem again! I can still log into through my cell phone APP. However, I dont feel comfortable to use cell phone to log into my savings account and make transactions.
Company Response:
State: TX
Zip: 78006
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-31
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for the Apple Card from Goldman Sachs Bank and my application was denied. I couldn't get a clear answer from the company as to why. In the denial email they sent me there was just a general statement that my monthly debt obligations are too high, and then it listed that it used my XXXX credit report, where my credit score is XXXX out of XXXX. I do not have high debts. I have no student loans, no auto loans, I'm not behind on any payments, and I have no negative marks. XXXX confirmed that I have a great credit report and all of my accounts are in good standing. I couldn't get anyone at Goldman Sachs to clarify what it is about my credit report that would cause them to deny my application when my credit score is so high.
Company Response:
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Goldman Sachs bank has locked me out of my on line access for over a week and they advise that it will take another week for them to correct their technical issues. The alternative is calling them which is a nightmare of trying to convince a robot to allow you to talk to a human that can help. I can understand an occasional outage of minutes or hours, but two weeks? I have reduced confidence in their risk management abilities if they can not keep their systems up and running.
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: XXXX XXXX reported me late in the month of XXXX and XXXX when in fact I contacted chase and made both payments over the phone before the due day then after payment was behind chase contacted me and told me that received an erro code when they tried to process the payment. My thoughts are if a company is having a hard time collecting a payment from by bank I would think they would have contacted me sooner with the information thats why I wind up making two payments. this is not my fault. Apple Card is still charge me for payments that are not mine and on payments that has been refunded. Then XXXX reported me late when I was informed that all payments would be paused.
Company Response:
State: NV
Zip: 89084
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I got denied for my Apple Card application
Company Response:
State: TX
Zip: 77025
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My XXXX who lived with me before be passed away used my phone to open up XXXX apple credit card accounts. They were both paid off and closed and I called apple to explain the situation and ge them removed off my credit report. However, they have sent nothing to the credit reporting agencies to remove them and refuse to flag them as identity theft.
Company Response:
State: CA
Zip: 91607
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-24
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 ordered a product in the amount of {$210.00} from XXXX on XXXX XXXX, 2021. After waiting two months with no update, I contacted the merchant to inquire about shipping status on XXXX XXXX and XXXX XXXX. I received no response from the merchant so I opened a dispute with my credit card provider ( Apple Card / Goldman Sachs ) on XXXX XXXX. On XXXX XXXX, I was informed by Apple that my dispute had been denied due to the following reason : The evidence received confirms that you received a refund in the form of a voucher. For example, store credit or a voucher I did not receive a voucher, store credit, or anything of that sort. The merchant has not contacted me at all.
Company Response:
State: OR
Zip: 972XX
Submitted Via: Web
Date Sent: 2021-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: This is XX/XX/XXXX. Day 3 of my inability to access my joint account information on line. Marcus Goldman Sachs staff continue to assure me that they will fix the problem and call me back when they do. They do not fix and they do not call. I am unable to view or transact in my account on line.
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-22
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2021 I attempted to view my account information at XXXX XXXX. My wife passed away recently so they restricted my access to our joint accounts. First call 39 minutes and no resolution. Second call 39 minutes managed to open an account to transfer all funds to since the joint accounts are no longer valid. Third call 50 minutes and still they can not provide even view access. I tried to escalate up their management change and got ran in circles and put on long holds. The automated system to direct calls is maddening. Around in circles before a human can be reached. I finally got them to update beneficiaries properly as they did not even ask as I opened the account with them today over the phone ( due to lack of on line access to any information or functionality ). They still have not given me access and stated they will call me later today with an update. Virtually all day without system access. Big problem when your business model is self service on line.
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2021-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-21
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I was recently called by a person impersonating an employee from the fraud department at Goldman Sachs Bank. The number they called from was ( XXXX ) XXXX. They convinced me that there were multiple large charges on my Apple CC and sent me a link to change my password, which I stupidly did. They put me on a long hold at which time I began to suspect it was phishing. I immediately hung up and called Apple support. My credit card was deactivated, but Apple refused to help me recover my AppleID even though they could clearly see that my recovery information had just been changed. They wouldnt even lock the AppleID so that the person committing fraud would be stopped from accessing all of my bank info, saved passwords, and online accounts. Im sure Im not the only person that has been scammed by whomever the XXXX phone number belongs to. The biggest lesson I learned is that no matter how many years you have used Apple nor how much money youve spent with them matter. They were more interested in protecting the scammers rights to my account than in helping me. The did send me a link to educate me about phishinga little late for it to be of any help
Company Response:
State: NC
Zip: 28412
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A