Date Received: 2023-12-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Account was paid to XXXX on XX/XX/XXXX. A merchant then charged {$50.00} to the account on XX/XX/XXXX for a XXXX automatic payment. The transaction is pending, however the bank has updated my credit card account to reflect a balance of {$50.00}. My credit card payment due date and statement closing date are on XX/XX/XXXX. I attempted to pay the balance, but the credit card company has disable all payment options and is telling me that there is nothing to pay. 1. Why is a pending transaction that hasnt yet posted being reflected in my balance? 2. Why am I being prevented from making a payment to prevent a balance from posting to my credit reports?
Company Response:
State: GA
Zip: 30132
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: NEW EVIDENCE in response to an earlier reported issue has been acquired, further proving that Apple Card/GS Bank experienced an error resulting in payments to Apple Card being `` returned '' ( bank statements/newly acquired letter from XXXXXXXX XXXX show they were not returned ) from previous months. This resulted in Apple Card/GS Bank retroactively changing credit bureau reporting for XX/XX/XXXX to suggest a payment at 30+ days late. New documents and the following information show that not to be the case, and that this issue did not originate with the consumer ( myself ) or XXXX XXXX Apple Card 's earlier response to an investigation state : " The Bank directs the Customer to the financial institution the payments came from regarding the returned payments. " My bank, XXXXXXXX XXXX responded ( letter attached ) stating that there were no interactions - debits or credits - related to the returned payments Apple Card mentions, rendering it impossible for XXXXXXXX XXXX let alone myself, to have requested returns, or for XXXX XXXX to have rejected payments. I received " payment failed '' notifications on XX/XX/2023 for Apple Card payments ranging XXXX. Those payments, including the payment on XX/XX/XXXX for {$190.00}, showed as " posted/successful '' on the Apple Card for 45 days. Neither Apple Card or myself had any knowledge of XXXX 's payment being anything other than satisfactory from XXXX. The card 's balance reflected that payment as successful, and the available credit reflected a successful/satisfactory payment. Furthermore, within an hour of receiving notifications that there was an issue with payments, it was rectified... I re-sent payments immediately and followed up diligently to ensure their success. It is worth noting that had I chose to follow up every day from XXXX to ensure XXXX 's payment was successful, I would have been told " yes. '' Initially, Apple Card reported a XXXX days late payment for the month of XXXX to credit bureaus ( XXXX were accurately reported as on time ). This was false, as Apple Card statements for every month since membership began shows on-time payments. Apple Card corrected the month of XXXX to show " on time '', then retroactively changed XXXX 's status to " XXXX days late. '' Apple Card responses state that because XXXX 's payment was " returned '' it rendered it late, and they are required to report it as such. However, every document included in this complaint shows that the consumer ( myself ) fulfilled all obligations to make on time payments, had no knowledge of the need to re-issue a payment, and that my bank had zero knowledge of any issues. The moment an issue XXXX, it was rectified. If Apple Card had payments left " unsatisfied '' for XXXX, such was only the case for an hour. There were no late notifications in the months/weeks leading up to this, and the card functioned normally. Lastly, it's worth noting that over the course of several interactions with supervisors, one Apple Card representative did discover an issue on their end that caused this, and it is NOT the issue stated in Apple Card 's previous CFPB response. This representative spent hours identifying, detailing and notating the issue from their end, but it appears that those notes are either buried deeper than Apple Card cares to investigate, or they can not be found. The attached letter from XXXX XXXX along with XXXX XXXX statements showing no interactions from Apple Card on these transactions, should be considered as proof that myself nor my bank did not initiate returns. XXXX 's XXXX XXXX statement shows no returns corresponding with Apple Card 's XXXX statement. As a consumer, I seem to be lost in the middle of technical glitches, and regardless of their origin, all I have done is pay the Apple Card bill on time, every month, and work to resolve any errors stemming from companies promptly. I kindly request that the Apple Card/GS Bank correct XX/XX/2023 's credit bureau reporting to reflect that I made those payments on time ... any issues arising from those payments were beyond mine and my bank 's control.
Company Response:
State: TN
Zip: 37066
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
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: We noted a dip in XXXX XXXX in XXXX, XXXX. When further investigating this we saw an outstanding balance from Goldman Sachs. On XX/XX/XXXX we called XXXX card and found out XXXX card was sold to Marcus Goldman Sachs. Initially customer service could not verify our account since someone had changed the phone number, email address and mailing address in our account. Customer service was able to verify that we were account holder by looking at previous records and history. Apparently a new card had been issued and mailed to someone who claimed to be the account holder. That person made numerous charges to the account. Customer service told us that we were not liable for these charges and that they will submit a dispute claim. on XX/XX/XXXX we received an email saying our dispute was denied and that we were responsible for the charges. on XX/XX/XXXX we filed another claim disputing these charges, which was again denied by email on XX/XX/XXXX. We called the card company on XX/XX/XXXX and asked to receive the documentation they used to make that decision. All we got back via email was the same note saying the dispute was denied. All we want is for Marcus Goldman Sachs to reverse the charges and close our account and fix our credit score.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
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 on my fourth attempt to received copies of the evidence the Goldman Sachs allegedly used to decide a credit card dispute against me, and now I have evidence that Goldman Sachs didn't collect any evidence from merchant. I started a {$370.00} Apple Card dispute with Goldman Sachs on XX/XX/XXXX after having several billing issues with an airline. The dispute was opened on that date and all of my supporting documents with clear evidence of the airline 's failure to provide the services charged were submitted to Goldman Sachs the same day they were requested on XX/XX/XXXX. Then, on XX/XX/XXXX, I received an email from Goldman Sachs stating that : " Goldman Sachs Bank USA has investigated your transaction dispute and found that no billing error occurred for the following reason : -The evidence received confirms that the travel was completed for your flight purchase ''. Surprised at this outcome, that same day I contacted Apple Card and Goldman Sachs to request copies of the evidence that was collected in their investigation and that was submitted the merchant airline. I was told that the evidence would be send via physical mail within 7 days. That same day I received a copy of all emails sent by Goldman Sachs regarding this dispute. I didn't receive any documents by XX/XX/XXXX, so I contacted Apple Card and Goldman Sachs again. This time, the Apple Card Specialist stated that the documents containing the evidence used for their decision were sent via email the same day. They were not. Giving them the benefit of the doubt, I again requested copies of the evidence and made it very clear that I wanted it delivered both via email and physical mail. I was again told the documents should arrive within 7 days. By XX/XX/XXXX, no documents had arrived via either method, so I again contacted Apple Card and Goldman Sachs. The first specialists that I was put in touch with said that there was no evidence submitted by merchant in her system.Immediately after saying this, she transferred me to another agent. The second agent then said I had no right to request evidence. After explaining to them how the law ( 15 U.S. Code 1666 ) gave me the right to request evidence, I was suddenly transferred to a third agent. The third agent said that they'd be happy to send the evidence within 7 days. It has been almost a month since then and I have yet to receive any evidence. My calls are now spending over an hour without being picked up.
Company Response:
State: NY
Zip: 10459
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2023 a multitude of unauthorized purchases appeared on my credit card my first reaction to this would be to file a dispute with the company and make sure they were removed immediately. I set a dispute for the amounts XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. I did not hear from the company for about a month until today when they unexplainably added the amounts back onto my balance which understandably has me angry since the charges were made without my consent.
Company Response:
State: FL
Zip: 33598
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
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 filed a dispute thru my Apple Card for a charge from XXXX on XX/XX/23 in the amount of {$8200.00}. The dispute reached the merchant XXXX immediately, in which their client XXXX XXXX did not contest the dispute and agreed to return the funds to my credit card. This was acknowledged on XX/XX/XXXX per the attached email trace between XXXX and XXXX Risk Operations. This email was furnished to me directly from XXXX client XXXX XXXX. To date, Goldman Sachs - Apple Card has not resolved the dispute in my favor and provided a permanent credit of this amount per above. After placing serval calls to Goldman to check the dispute status, everyone has told me that there has been no updates from XXXX on this dispute, however this is incorrect. The funds should have immediately been returned to my credit card as per above. 2nd attached email from me contacting XXXX on XX/XX/23 confirming that they returned the {$8200.00} to Goldman Sachs Apple Card to m return to my account, yet Apple Card has not done this. Where is my money????
Company Response:
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2023-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-29
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Apple Saving account ( by XXXX XXXX ) was under review since XXXX, today is XXXX. I provided all information the bank requested and today I just figured out my account was locked instead of under review. I can no long withdraw or see past transactions.
Company Response:
State: NH
Zip: 03062
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I understand that errors can occur, but these mistakes are severely damaging to my chances of owning a home. I have researched the dispute process and I am aware that you must complete your investigation within a thirty-day time frame. The other bureaus have already honored my request to remove the late dates and negative status of this account. However, your bureau is the only one that has not updated my payment history. I request that the late payment markings be updated to reflect my accurate payment history. I have identified the following errors in my credit report : APPLE CARD/GS BANK USA XXXXXXXX . I withhold my consent for electronic communication and explicitly request that all responses be conveyed in written form through the United States Postal Service ( USPS ). I am the primary complainant in this matter, and I hereby grant full authority to the Consumer Financial Protection Bureau ( CFPB ) to thoroughly investigate and address this claim.
Company Response:
State: FL
Zip: 33155
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I received a notice on my phone that my account had been closed and an email stating I had violated terms and conditions, but did not say what term and/or condition I had voilated. I contacted customer service, whom then stated to just read the terms and i'd figure out what I did wrong. They can not provide an answer as to why the account was closed, and refuse to do so.
Company Response:
State: IL
Zip: 60613
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I deposited a total of {XXXX in new funds to my Marcus savings account from two verified external accounts ( XXXX and XXXX XXXX XXXX ) on XX/XX/23 and XX/XX/23. I then scheduled an outbound transfer to a 3rd verified external account ( XXXX XXXXXXXX XXXX ) in the amount of {$100000.00}. The transfer showed as posted in my online account with Marcus on XX/XX/23. I then received a voicemail from Marcus customer service on XX/XX/23 telling me to call their customer service. I called and after verifying that I had authorized the transaction, I was told that Marcus was cancelling the transaction. I was told the reason for this was there was a 90-day " maturity '' period for new funds ( applicable to the {XXXX} ) to the account that needed to elapse before I would be allowed transfer them externally. I was told this was per my deposit agreement on XXXX XXXX. I reviewed my deposit agreement in its entirety and found no such related clause. The only potentially related language appears to be the following vague text : " We may place limits on the amount of funds transferred based on total dollar amount or frequency, and we will disclose such limits to you at the time you schedule your ACH Transfer. '' I wasn't told of any restrictions at the time I scheduled my ACH Transfer, but rather after it posted. I was also told that although I could transfer the new funds back out to the external accounts they came from, I would need to wait several business days for the funds to re-appear in my Marcus account ( and then several more days for each of the transfers out of Marcus back to Ally and XXXX XXXX to go through, followed by several more days to transfer out from XXXX and XXXX XXXX once the transactions post ), causing a great deal of financial hardship for much needed funds. I believe Marcus restricted my funds with an arbitrary and unwritten internal policy to keep my money in their bank.
Company Response:
State: NY
Zip: 11566
Submitted Via: Web
Date Sent: 2023-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A