Date Received: 2021-07-25
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 XXXX XXXX, a Goldman Sachs Bank USA Apple Credit Card cardholder. In email from Apple Card Support XXXX with title/header, Your transaction dispute was not resolved in your favor, this email states, The merchant provided sufficient evidence that you made the purchase. This email further states, You have the right to see the information used in this investigation. To request a copy, please contact an Apple Card Specialist. Many times, via phone calls to Apple Card Specialists and via United States Postal Service mail, I have requested a copy of this evidence, the information used in this investigation. Twice ( in reports dated XX/XX/2021 & XX/XX/2021 ), so far, I have received an auto-generated report of " seven pages in length, a cover page and six pages of " report. '' Page one of the six pages being legible : it is a " MasterCard International ICA Representment Document ; the remaining six pages are a DISPUTE RESPONSE PACKET FROM XXXX ostensibly containing the compelling evidence used by Goldman Sachs Bank USA in deciding against me. This six-page report purportedly contains an image of the invoice from the merchant. IN BOTH INSTANCES OF RECEIVING THIS REPORT IN USPS MAIL, THESE SIX PAGES ARE COMPLETELY, TOTALLY, UNEQUIVOCALBLY ILLEGIBLE. Per Goldman Sachs Bank USA, I have a right to see the evidence used against me. My right remains unaddressed. In more instances that I can count, I have asked of Goldman Sachs Bank USA, and of XXXX XXXXXXXX ( a credit card processing service ) in both written USPS mail requests and via telephone, to provide me a LEGIBLE copy of this DISPUTE RESPONSE PACKET FROM XXXX THREE TIMES GOLDMAN SACHS BANK USA has charged me {$750.00} based on this evidence. And I have disputed the original dispute, and re-asserted my dispute an additional two times, making it a total of THREE TIMES I have disputed this. I do not feel Goldman Sachs Bank USA is deliberately keeping this crucial evidence from me : I believe Goldman Sachs Bank USA has an automated-fulfillment system in place to fulfill requests as mine. Therefore, this critical report is mailed to me without a human reviewing it. I HAVE REPEATED REQUESTED A LEGIBLE COPY. LET ME REPEAT, I HAVE REPEATEDLY REQUESTED A LEGIBLE COPY, ONE THAT IS REVIEWED FOR LEGIBILITY PRIOR TO BEING MAILED TO ME. I have not received a LEGIBLE copy : I am denied my right : I am denied the evidence upon which I may launch a defense. Let me repeat, Goldman Sachs Bank USA, through their automated fulfillment system, is categorically denying me the very right with which they have enfranchised me. Because of this, I am filing this Consumer Financial Protection Bureau complaint.
Company Response:
State: FL
Zip: 33908
Submitted Via: Web
Date Sent: 2021-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Steps taken in an attempt to make a payment to Apple GS Bank Card. - Over 6 hours on the phone with customer service, customer service supervisors. - Attempted payments ranging from {$55.00} to {$900.00} on 14 separate occasions - Requested call back and filed a complaint with a service rep on 3 separate instances. Call back was never received. - Removed and re-entered payment information - Removed and updated billing information - Over 3 combined hours on the phone with payment bank customer service - Requested trace number to trace transaction - Inquired about possible auto-pay directly to GS Bank via home bank auto-pay - Informed on 2 separate occasions a transaction dispute would be filed so it wouldnt go to collections - Inquired about any other possible payment methods OUTSIDE OF creating another bank account - Spoke with manager as Goldman Sachs corporate office, said a call back would occur, no callback ever occured - Requested collections statement be removed as this is a disputed transaction, I was informed this will not be removed - Discussed options with a licensed attorney - Opened a dispute with XXXX credit bureau
Company Response:
State: TX
Zip: 76903
Submitted Via: Web
Date Sent: 2021-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am being required to remove an Apple Card from my existing ID, this because this ID is handled/managed by my employer. Apple/Goldmans Sachs refuse to transfer my Card to my personal Id and are forcing me to close the existing account, pay it off and open a new account if I were to choose to continue using the card. As you can imagine this would have a substantial financial impact and would also negatively impact my score thru no fault of mine. This all in lieu of the card being tied to my SSN and reported as such to the Bureaus ; Apple and Goldmans state that the card needs to be associated to one Id and can not be transferred to another one even it is is mine. I consider this to be an illegal action by Apple and I should be allowed to transfer the Card without any problems
Company Response:
State: PR
Zip: 00983
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
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: I took the loan for {$9000.00} out in XX/XX/2018. I paid all but the last two payments. I contacted them during the first of the Covid pandemic. Explained I wasnt working and not eligible for unemployment. I tried to pay the balance off with a credit card but they stated their policy wouldnt allow me to do that. I told them I couldnt pay the balance due to XXXX until I was able to work again ( I did personally have XXXX ). They wouldnt work with me. I never missed a payment. I was always on time. I feel they should have worked with me. I have every intention of paying them. My credit score went from good to poor because of their actions. I also had a credit card company drop me because of this. I was under the impression that XXXX was treated with a different policy. I dont feel I deserved their actions to my credit report. I would like to dispute their conclusion.
Company Response:
State: NC
Zip: 27205
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-20
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Goldman Sachs/Apple Card suspended my account and locked me out of it for reasons unknown. This has been going on for weeks. When I contact them they say my account is under review and someone will reach out to me. I've never missed a payment and rarely even use the card. Since my account is locked I have no access to my account at all, not via the Apple " Wallet '' portal they make you access your account from, nor online. I can not see if purchases are being made or when my payment is due, nor can I make a payment on the account. I don't know when my payment due date is or if I'm going delinquent on the account, I may have been assessed late charges already but do not know as I can not access my account at all. This is a terrible consumer business practice and will cause many consumers financial harm in the form of late charges, possible over limit fees, and potential delinquency on credit reports. And, Apple/Goldman is making more interest on the account since I can not make payments at this time since they locked me out.
Company Response:
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2021-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Purchased a computer from XXXX ( web store ) based on an advertised interest rate of 0 % if paid in full within one year. Financing by Goldman Sachs Bank, USA ( XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX. XXXX XXXX, XXXX, PA XXXX ). Purchase made on XX/XX/XXXX, in the amount of {$2500.00}. Payments totaling {$2500.00} made between XX/XX/XXXX and XX/XX/XXXX. Despite this, Goldman Sachs Bank charged interest on the account balance every month, starting in XX/XX/XXXX. To date, they have changed {$98.00}, including interest after payment in full for the purchase was completed on XX/XX/XXXX. I have called them four times, most recently on XX/XX/XXXX ( XXXX ), and written them five times. No response to my letters, except to acknowledge receipt of two of them, together with promises during each phone call that a " Supervisor '' would call within 48 hours to resolve the issue. No call ever received, nor any explanation provided. Most recently, I received a letter dated XX/XX/XXXX stating that they charge interest because I have an outstanding balance of prior interest. This is not the terms made at the time of purchase, which they have never addressed. Currently they have posted three negative reports with the credit bureaus against me.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-08-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
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/2020 I ordered a wireless adapter from XXXX The vendor for the adapter was shady about shipping notifications and I have a huge email chain with them trying to cancel my order or locate the device they claim to have shipped to me. I never received the device I ordered. After several months of trying to work with the vendor I opened a dispute with Goldman Sachs for my Apple Card which I used to make the purchase. I have opened multiple disputes with GS citing never receiving my item and the company claiming I DID receive it. I did not. The last dispute that I can find record of was on XX/XX/2020. This dispute was also denied. I have disputed multiple times and gotten nowhere with GS. The vendors name on my transaction history is XXXX My transaction : XXXX XXXX XX/XX/2020 2020
Company Response:
State: AK
Zip: 99508
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
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 purchase at XXXX XXXX XXXX XXXX for {$120.00} and it was a an vanity LED Mirror. I opened the item when I got home and the LED mirror never turned on. The next morning on XX/XX/XXXX, I took my item back to the store and told the cashier that this mirror is defective and it is not turning on. The cashier scanned the item and called the manager. The manager came back and said sorry this item is non returnable it is a final sale. I said, it doesnt say anything on the receipt and more importantly you the item is not turning on at all. He said, he can not bend the rule even for defective item and I call the warranty toll free number showing on the box. While in the store I called toll free number. They asked me email them all the information about the SKU number, proof of purchase and 25 or so minutes later they said they can not cover it under warranty because it is purchased defective and it has to go back to the store. I had them on speaker phone and manager heard the conversation. Upon hanging up the manager said sorry final sale too bad. I filled the dispute with my Apple credit card for the full amount. I received the provisional credit within 24 hours. Since then, I have sent proof of purchase via email and their chat system, photo of the item multiple time and every time after 2 months I received the email saying your transaction dispute was not resolved in your favor and reason : The merchant provided sufficient evidence that you made the purchase. The first time I received this email, I call Apple customer service immediately and spoke with a manager they said, the first rep made a mistake representing my dispute and they will change some information this time and resubmit the dispute, gave me temporary credit back. I emailed them my receipt. The second time, same thing happened, I spoke with the manager again and he said, he added additional information/notes and attached my receipt. This time the case will close in my favor in 2 weeks. They have put it on fast track. Nope, it took normal two months and on XX/XX/XXXX I received the same generic email saying the same exact thing. The third time, again spoke with the manager and this time, they said because the photo of the damaged items were missing that what caused this decision, I emailed them the photos and the manager said perfect. I will hear something between a week or two. Again, since XX/XX/XXXX to today on XX/XX/XXXX I received the same old generic email that shows the merchant provided sufficient evidence. I am not fighting for not making a valid purchase. This case is all about receiving a defective item and not been able to return it or exchange it. Even the Apple have confirmed that on XXXX XXXX XXXX website that if their final sale is defective the item is returnable. I dont know who is fighting my dispute and how they are representing me but Apple for sure not doing their job. They are too eager to please the merchant.
Company Response:
State: CA
Zip: 95212
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-17
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/21 I opened the Wallet app on my smartphone to view my Apple Card balance and was given a message stating that the account was restricted and to contact Goldman Sachs customer service. I contacted them via the text support feature and was told that my account is " under review '', that the company will not tell me why the account is under review, and that the company will not give me a timeframe for this issue to be resolved. I am unable to use the card in any way and I am unable to view any information about the card. The only thing I am able to do is make a payment by calling the customer service line. I attempted to escalate the issue with customer service multiple times both within the text support feature and via a phone call to the provided support line. At all levels I was given the same response that they refuse to inform me of why my account is under review or provide a timeframe for when the review process will be completed. If there is potential fraudulent activity or a breach of my information that caused the account to be placed under review then this is something that I should have been alerted to and provided details of so that I can take the necessary steps to protect my financial wellbeing.
Company Response:
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2021-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts don't belong to me. Please remove them form all 3 credit reporting agencies. please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies : 1. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 2. Identity Theft XXXX Account Number : XXXX This is not mine. 3. Identity Theft XXXX Account Number : XXXX This is not mine. 4. Identity Theft XXXX Account Number : XXXX This is not mine. 5. Identity Theft XXXX Account Number : XXXX This is not mine. 6. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 7. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine.
Company Response:
State: NY
Zip: 10801
Submitted Via: Web
Date Sent: 2021-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A