Date Received: 2021-06-19
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I submitted my first complaint XXXX on XX/XX/2021 because I was wrongfully denied for the Apple Card by Goldman Sachs due to a reason given that I had recently experienced a charge off. I spoken with XXXX and they verified that there was no recently experienced charge off. I submitted a second complaint XXXX on XX/XX/2021 about a similar problem with applying because I was still being given the same reason of denial which the last date of denial was XX/XX/2021. I was given a response to my complaint on XX/XX/2021 that the bank only allows a certain amount of applications within 30 days. I was told by the Apple Card Specialist Manager that I had to wait 30 days from the date of my last application to reapply via a phone conversation. Now it is XX/XX/2021 ( after 30 days ) and I am still not able to apply.
Company Response:
State: IN
Zip: 46260
Submitted Via: Web
Date Sent: 2021-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Applied for Apple Pay unfreeze my XXXX credit report for 2 days so my application would go through for my application to be processed I entered all my information correctly ( 2 ) times and apple credit card application can not verify my identity but will place inquiries on my credit bureau report.
Company Response:
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2021-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Marcus by Goldman Sachs promised that the transfer was sent and deposited when it was not. The funds were sitting in review for an entire unbusy day. I called and they said they forgot to send it and it was sitting in review until someone got to it!!!
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-17
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I applied for and received an Apple Card that is managed by Goldman 's with software written and updated by Apple Corp. I've been making regular payments and upgraded my phone. I went to make a payment this weekend and found that all tools have been disabled and my account locked for security purposes. I have verified my identity within the XXXX wallet and reached out to their customer service through messenger to ask what happened. I'm told that they can lock my card at anytime without warning and there is no timeframe for them to contact me. I don't know why they would need to contact me or what they are reviewing. I can only assume I tripped an algorithm and am now in a system with no human at the helm. I am female and this is reminiscent of the issues a year ago where it was found that Goldman 's algorithm treats women differently than men. I can still use make charges to the card but have been locked out of all digital tools. Nobody can tell me what I can and can not do. It's a walled experience and frustrating at that. I never received a notification in XXXX, a warning, an email. I only discovered it's status when I went to pay it off. I'm applying for my first mortgage soon and did not expect this experience from Apple.
Company Response:
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2021-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: the following accounts are reported on my credit report without any authorization, it is hurting me XXXX XXXX Account Number : XXXX This is not mine. 2. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 4. Identity Theft GOLDMAN SACHS BANK USA Account Number : XXXX This is not mine. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine. 2. Identity Theft XXXX XXXX XXXX Account Number : XXXX This is not mine. Identity Theft XXXX Account Number : XXXX This is not mine.
Company Response:
State: NY
Zip: 10468
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
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 purchased an item from XXXX and did not receive it on time. After waiting a week to receive it, I contacted XXXX who told me to contact my financial institution which I did and an investigation from Apple was performed and they denied my dispute. I ended up receiving the package the next week. I ended up not liking the shoes and returned them to XXXX who then proceeded to refund me. But I waited for a while and the refund did not hit my card. I then contacted Apple Card who then put in a dispute and then they continue to deny my dispute even with my proof. It appears that they are not looking into the evidence provided but are just siding with XXXX.
Company Response:
State: CA
Zip: 95020
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: At the time of this issue, I held multiple savings accounts with Marcus by Goldman Sachs ( Marcus ), all of which were in my name. Since opening these Marcus accounts, they have always been linked to a XXXX checking account, also in my name, and I have sent money between the two accounts many times in the past. In XXXX of 2020, I changed my personal cell phone number the number that had been linked to my Marcus account and ensured that my new number was on file with Marcus. Approximately three weeks ago, I changed additional contact information in my Marcus account, including changing the phone number on the account once again. Every time I have changed my information with Marcus, there were no issues whatsoever. On Monday, XX/XX/XXXX, I called Marcus to transfer {$140000.00} from a savings account with them to my external XXXX checking account. The {$140000.00} needed to be sent to my checking account so that I could then wire it to my attorneys escrow account to close on a property I was in the process of purchasing. The closing was set for Thursday, XX/XX/XXXX so I was calling with 72-hours notice. Again, note that the XXXX account was already linked to my Marcus account, and I had sent money between the two accounts many times in the past with no problems. During the call with Marcus, and in an effort to verify my information, they sent a code to the number of the mobile device that they had on file. I received the code on my cell phone, the verification was successful, and I was then told the transfer would occur within 1-3 business days. The Marcus representative informed me that because my XXXX checking account was already linked to my Marcus savings account, it would likely only take one day, but he could not guarantee that. I said this was fine, knowing that I had until Thursday for the funds to arrive in my XXXX account. On the morning of Tuesday, XX/XX/XXXX, I checked my online accounts with Marcus and XXXX and did not see any transfer activity. I again called Marcus, and I was told the transfer was in review. The Marcus representative told me recognizing that time was of the essence that he would change it from an account transfer to a wire transfer, as wire transfers happen quicker. He assured me that the funds would be in my XXXX account by the end of the day, Tuesday, XX/XX/XXXX. I checked my XXXX account throughout that Tuesday, and around XXXX XXXX EDT I became worried since no funds were in my XXXX account. I again called Marcus, at which time I was told that the wire transfer was still in review by their security team. It was only at this point more than 24 hours after my initial request that Marcus provided a reason for the review : because I had recently changed the contact information on my account. They told me that they had attempted to call me twice that day to work through the issue, at which time I learned the number that they had been calling was the old cell phone number of mine that I had taken off of my account in XXXX of 2020 and that was now out of service. To be certain : the number they called had not been affiliated with my Marcus account for nearly six months. I have no idea why they called that number when they had a valid number on file a number they had used to verify the transfer request during my initial call the previous day. To make matters worse, no one at Marcus could explain to me why I hadnt been contacted at the number associated with my account when they couldnt reach me. After being transferred to multiple people within Marcus, begging to speak with someone who could help resolve the review of my wire, I was told that someone at Marcus would call me Wednesday morning to review the wire and resolve any outstanding issues. At this point I had been on the phone with Marcus for nearly two hours, and with no other options at my disposal, I agreed to this. I stressed that whoever made the call had to call the number associated with my account, as the number they had previously tried to use was not in service. The person with whom I was speaking made note of this and ensured me that the number on file would be used. Around XXXX or XXXX XXXX. ( EDT ) on Wednesday morning. I began to get nervous yet again, as I had not received any call from Marcus. Just as I had the previous afternoon, I called them trying to get some explanation. After speaking with a supervisor by the name of XXXX, I was told in no uncertain terms that my case was being escalated and that someone would be calling me back ASAP to try and resolve the issue and get my wire transfer executed. I again told them multiple times that they must call the number on file. XXXX and I confirmed that number, and I was told that they would absolutely use that number to call me. While XXXX could not confirm a time when I would be called back, he assured me that it would be sooner rather than later, and certainly that day. At no point on Wednesday did I get a call from Marcus to resolve this issue. Please keep in mind that at this point the closing on the purchase of my property was happening the very next day, and I still was unable to provide my attorney with the necessary {$140000.00} to make this closing happen. Faced with the near certainty that I wouldnt have the funds from my Marcus account in my XXXX account by the end of the day Wednesday, I scrambled to pull together the {$140000.00} from other personal funds, including having to borrow money from family members at the very last minute. They rushed to wire the money, and thankfully I was able to have the full amount in the attorneys escrow account by Wednesday evening. By the end of the day on Wednesday, I had still not heard from Marcus. I did not hear from them on Thursday. Shocked at their lack of responsiveness, and still uncertain where my money was, I called Marcus again on Friday, XX/XX/XXXX around XXXX XXXX EDT to try and understand what had happened. At this point, I was fed up with Marcus, and during this call I informed the Marcus representative I would no longer do business with them and that I was withdrawing all my money from them and closing my accounts. At my request, my call was escalated to a supervisor whose name was again XXXX. While I can not confirm with certainty that it was the same person that I spoke with on Wednesday, I believe that was the case. XXXX again reviewed my file and told me on Wednesday they had, in fact, called me twice but they again called the out-of-service number that had not been listed on my account in six months! They called this number even though I had begged, and they had promised, that they would call the number listed on my account. Again, I have no idea why they would continue to call a number that had not been associated with the account in nearly six months. It begs the question why they wouldnt, in the very first instance, simply call the number listed on the account? XXXX profusely apologized and said, yet again, that they would investigate this issue and call me back with some sort of explanation during the day on Friday. At no point on Friday, XX/XX/XXXX, did I receive a call from Marcus. At this point, there was nothing left to do, so I called Marcus on Friday evening, and told the woman who answered my call that I wanted to immediately close all of my accounts and have my money transferred to my XXXX checking account. Despite never having been able to process my initial request, there were no issues in closing the accounts, and in a cruel bit of irony, Marcus was able to close my accounts and transfer the money to XXXX by using my mobile number on file to verify the transaction. To summarize : they couldnt call this number to handle a time-sensitive matter, but they could use it to verify the transferring of all my money out of their institution. After waiting several days, all my funds from Marcus were deposited into my XXXX account on Tuesday, XX/XX/XXXX. To date, no one has ever explained to me how this happened. I now write to the CFPB in the hopes that this matter will be investigated so that other consumers dont have to experience the same XXXX that I went through.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-13
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Someone took my wallet, and other merchandise at XXXX XXXX XXXX about 3-4 weeks ago. I have had my cards compromised, and as a result, my XXXX XXXX XXXX has been taking as well too. I have a credit card thru apple goldman sachs. I have paid over {$1000.00} dollars in the past two to three months paying triple the amount of the monthly limit, and now they will not activate my card knowingly I dont have my XXXX, and even when I had the phone will not unrestrict the card because XXXX XXXX and his family have been slandering my name, causing complete madness in my life out of jealousy and greed. I cant get goldman sachs to unrestrict my account because they keep telling me the only way to unrestrict the lost card which they replace for me three days ago is to verify my indentity thru my XXXX which I cant do because somestole that device, and now they keep threating me to pay and yet will not allow me too use my card when I have XXXX left revolving credit out of people, XXXX XXXX, XXXX XXXX, and XXXX XXXX have stolen my passwords by installing wifi cameras in my office, and have slandered my name so bad that they will not unrestrict my card unless I give the a temp pass code sent to my XXXX knowingly it was stolen with my wallet. I have called numerous times too goldman sachs thru my business telephone number XXXX XXXX XXXX thru XX/XX/2021 thru XX/XX/2021. They make me verify my identity over and over and never unrestricting my account and giving me access too my credit card so I can replace my phone, pay my liabilities too my business, and purchase the home that I was in the process of buying from my sister fiance name of XXXX XXXX. His siter and cousin have tampered with my business accounts, have put cars in the garage so I can operate my business and have tried too make me fail, and now have tampered with my personal lines of credit and will not allow me too use my card trying too make me fail, and goldman and sachs will not listen too me.
Company Response:
State: NY
Zip: 121XX
Submitted Via: Web
Date Sent: 2021-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Apple Card was used and made payments on that were reversed after my phone was stolen in XXXX XXXX in XXXX. My balance is XXXX $ and I never once used the card or made payments
Company Response:
State: CA
Zip: 95122
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XX/XX/2020, I opened a CC with Apple/Goldman Sachs for the purchase of 2 XXXX when I purchased them at the Apple XXXX. I was already on an installment plan for my old phones and the Apple rep assured me that this would be the same and that my auto-pay would be setup the same. Sometime around the end of XXXX or beginning of XXXX, I received a phone call from Goldman stating that I was 3 months late on payments. I asked them why this was the first I had heard from them and they stated that had tried to email me. I later found out that these emails were being intercepted by XXXX XXXX spam filter - so I wasn't getting them. I immediately paid the account current and was advised that Goldman would clean up the mess on their end. Approx 30 days later I was notified by the Credit bureaus that Goldman erroneously reported my XXXX payment late but had reported XXXX and XXXX as " on-time ''. I filed a dispute with the 3 CC bureaus but Goldman insisted that their reporting was accurate. An accurate report would have been that I was technically late XXXX, XXXX AND XXXX but Goldman said that they would clean it up since my auto-pay was messed up. I called Goldman @ XXXX to inquire about just paying the account off and closing it - they hung up on me. I thought it was a mistake but they have my call back number if it was a simple disconnection. This issue has caused my credit score to go from XXXX down to XXXX and resulted in a higher rate for a car that I recently purchased.
Company Response:
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A