Date Received: 2021-09-22
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Purchased an XXXX using an Apple credit card requested and issued at time of purchase ( pre-approval actually on XX/XX/XXXX ), via the Apple Store app on an XXXX on XX/XX/XXXX. Failures occurred during payment for the pre-approved order ( on the associated card ), but after cancelling out and rebuilding the order, I was able to make the purchase. The following day, I began to receive notifications that transactions were coming in from The XXXX XXXX in Ohio ( I live in another state ), and the only purchase Ive made on that card since issuance was the single order via the Apple Store app. I immediately contacted Goldman Sachs the issuer of the card, to report potential fraud. They stated that all transactions show as Apple Store in their software. Transferred me to talk to Apple rep. Apple rep couldnt seem to determine much either, and sent me back to Goldman Sachs. During this process the most alarming issue is that they could not see the same financial information that I receive in the Apple Card wallet on my phone. Conversely, I could not see the information that they were referring to in their system, and there were significant differences in the dates between the two sources of data. They saw transactions that I could not ( although the wallet indicated that the available balance was completely different from what the transactions should indicate- which they could see, but I could not ). For example, the available balance indicated that I had purchased two phones, although there were no transactions for either of these showing up in the wallet. One representative indicated that one of those would get wiped out eventually ( not reassuring or measurable ). My app showed purchases on XX/XX/XXXX and XX/XX/XXXX ( although the representative told me the car was issued on XX/XX/XXXX ). When I asked how there could be charges on XX/XX/XXXX if the card was not issued until XX/XX/XXXX, she said she wasnt careful reading that info, and that card was actually issued on XX/XX/XXXX. However, they still showed no transactions for XX/XX/XXXX. My wallet app shows double transactions ( even though only one order was placed ) on XXXX and XXXX. Goldman Sachs says they see transactions on XX/XX/XXXX and XX/XX/XXXX. We ( the Goldman rep and I ) believe that these are items ( 2 ) placed on order along with the phone. The entire conversation had to depend on purchase amounts ( of which there were two instances of each amount - due to duplication ), since we could not verify against the two data sources. My assumption is that possibly my wallet shows the transaction dates, and they were seeing post dates, but neither their application nor the phone indicated which type of entry was being shown to us respectively. I am still being double charged, and we still can not align between the two data sources. This is absolutely unacceptable for financial information to not be verifiable between the two parties. Two days after reporting the issue, another person from Goldman Sachs reached out to see whether the situation had improved. In reality, there was now one additional charge from The XXXX XXXX on my account, so it got worse. The representative said that there were others that were also reporting the issue with transactions at The XXXX XXXX. I am being asked to wait and see, but with identity theft so prevalent that is not a wise method to espouse. I have added a screenshot from my phone showing transactions that indicated there were significant issues. The screen shot shows 5 transactions, and I am not sure what they are for, but after discussing with Goldman Sachs we believe that 2 charges for {$3.00}, and 2 charges for {$4.00} are for items purchased as part of the phone order ( a single order with 3 items - but it may be duplicated, and although I purchased 3 items in a single order, it may be in their system as two orders of three items each ). The last item of ~ {$99.00} I believe is tax.
Company Response:
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2021-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: A Apple Card/GS Bank USA account appeared on my credit report which I never used. I never owned any Apple Card under my name. I contacted the creditor Apple Card/GS Bank USA to know about this account and they advised me to report about the identity theft and apply to dispute that account to all credit bureau ( which I did ).
Company Response:
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
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: XXXX XXXX renewed a XXXX XXXX called XXXX on my Apple Card ( XXXX XXXX ) and I did not authorize them to charge anything on this account. I have never used my Apple Card and never authorized XXXX XXXX to renew anything that I subscribe to via my XXXX. I have called Apple Card ( Goldman Sachs ) three times to file a transaction dispute and reversal of charge ( as fraudulent or unauthorized by me ). My first dispute was in XXXX Dispute number XXXX which they reversed the credit to my card and said they had insufficient evidence. I then became 30-days passed due. I was unaware of their reversal until XXXX. On XX/XX/XXXX I filed a second dispute XXXX which they claim can take up to 2 billing cycles and up to XX/XX/XXXX to resolve. In the meantime, my account appears now as 60 days past due. I had a credit score way into the 800s and now it has dropped to XXXX! I called again today XX/XX/XXXX and requested a escalation for resolution. I refuse to pay for a transaction that I did not authorize and I do not owe them any money. I spoke with a XXXX at Goldman Sachs Agent ID XXXX XXXX and she said she was requesting a escalation for resolution. I have made all my credit payments on my Mortgage, Car Loan, and all other Credit lines 100 % on time. I do not owe Goldman Sachs ( Apple Card ) any money. I want this fraudulent and what appears as a delinquency off my credit report. Thank you!
Company Response:
State: TX
Zip: 76051
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: on XX/XX/XXXX you closed our Savings Account without notice, and never sent our money to us. total of {$120000.00} plus the interest owed for the month of XX/XX/XXXX, plus the {$5500.00} deposit you cashed on XX/XX/XXXX from XXXX XXXX ( XXXX ). ( This has been verified you cashed this deposit by XXXX XXXX on XX/XX/XXXX while our account has been closed by you. We contacted you on several occasions the last week and a half and have been hung up on, said your money is lost, we don't exist and so on .... at this point, this is considered fraud and stealing. we have a copy of the XX/XX/XXXX Statement upon request.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Im sick of Goldman Sachs bank USA denial of credit, I believe they are discriminating against me due to low scores, this needs to stop, it seems like only special people get credit, I want to file a complaint against them, I have been turned down three times they are wrong, they only approve special people,
Company Response:
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In XX/XX/XXXX I wrote a check in the amount of {$20000.00} for deposit and mailed it to Goldman Sachs to fund an account using their MARCUS savings account product. I was instructed to make the check payable to myself and endorse the back of the check. I followed their instructions exactly as they explained and mailed the physical check. The check was not cashed at that time and I was informed that Goldman Sachs could not locate the check. I placed a stop payment order on that check with my normal bank XXXX XXXX XXXX XXXX and replaced the lost check with a wire. I subsequently closed the Goldman Sachs account earlier this year ( I believe it was in the first quarter of the year ). On Thursday XX/XX/XXXX ( 15 months after writing the original check ) the check was cashed by Goldman Sachs and cleared from my XXXX XXXX XXXX XXXX account. I contacted XXXX XXXX on XX/XX/XXXX and was informed that they had no record of the check being received and my account was confirmed as closed and unfunded at that time. On XX/XX/XXXX I called XXXX XXXX XXXX XXXX and was informed that the stop payment I placed on the check 15 months ago was no longer valid and would not have done any good because the stop payment is only valid for six months. Also on XX/XX/XXXX, a representative from Goldman Sachs reached out via phone and informed me that they would be reimbursing me my {$20000.00} via a check delivered via the US Mail, they confirmed what address to send it to and the call was completed and I believed the issue resolved. Today I was contacted via email by Goldman Sachs to let me know that since I have moved they can no longer send me a check and they don't know how to get the money back to me. As of filing this complaint I have no resolution on how am I going to get my {$20000.00} back.
Company Response:
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021, I attempted to log into my Marcus by Goldman Sachs personal savings account at which point I discovered it was locked. I then immediately called the customer service number listed, and after waiting for a cumulative time of 23 minutes on hold, I was unable to be transferred to the specific team who had closed my account and would need to reinstate my account. Customer service then told me that this specific team would call me back " at some point '' and that there was nothing I or they could do in the meantime. I then requested to transfer my funds out of the account so that I could close the account and terminate my relationship with Marcus by Goldman Sachs, however, the customer service team told me I could not do that. As of now, Marcus by Goldman Sachs is preventing me from accessing my funds without providing any explanation and without allowing me to reach the team responsible for locking/unlocking my account, therefore I am requesting the CFPB 's involvement to investigate. Additionally, on XX/XX/2021, when initiating a small transfer of funds from my Marcus by Goldman Sachs account to another personal bank account at another financial institution ( which I am the account holder of ), I received an unorthodox call from Marcus by Goldman Sachs informing me that I needed to provide a phone number for the receiving financial institution in order for the transaction to be reviewed and completed. After inquiring into the nature of this unorthodox request, I provided the customer service phone service number of the receiving financial institution ( which is obtainable via a simple internet search ).
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2021-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: GOLDMAN SACHS BANK USA XXXX XXXX XXXX
Company Response:
State: AZ
Zip: 85326
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-12
Issue: Getting a line of credit
Subissue:
Consumer Complaint: Since the reasons given for denying my request for a loan were all groundless, it is quite clear that the real reason for the denial was AGE DISCRIMINATION.
Company Response:
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2021-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: Hello, The bank doesnt have the option to block my card or all my transaction in case my card information is stolen. This is a very concern security issue. Also, customer services is really bad and trying to blame the customer instead of fixing the issue
Company Response:
State: TX
Zip: 77083
Submitted Via: Web
Date Sent: 2021-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A