Date Received: 2021-05-16
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 bought a REFUNDABLE online ticket from XXXX XXXX with the amount of ( {$1700.00} ) when I booked the flight the layover was 3 hours only so I paid based on this fact. Before the flight, I found out that there were some changes in the time schedule. I checked the change and I found out that the layover changed from 3 hours to ( 3 DAYS ) due to the COVID-19 situation. I called the airline and I canceled the ticket and I asked for a full refund. They refused so I opened a dispute ( Apple card ( Goldman Sachs ) ). And I sent all the supporting document they resolved in the merchant favor so I opened another dispute Dispute case number : XXXX on XX/XX/XXXX, and they credit me the ticket amount however, on XX/XX/XXXX, they charged me again so I called to check the resolution they told me they have not reached a decision yet so I asked them why did u charge me then and they were like we are going to escalate it to the manager so I waiting for a week but I have heard back from them so I called again and they told me they will escalate the issue. Up until now, the issue has not been resolved. The claim no. is XXXX.
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2021-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-15
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Apple Card Apple Case ID XXXX I have never been able to add the Apple Card to Apple Pay. I have been working on the issue with both Apple and Goldman Sachs for months. I was issued the card in XXXX, 2020. I made over 50 calls to Apple and Goldman Sachs Apple Card. I have multiple chat transcripts showing I have done every single troubleshooting step known. The case was escalated to the Senior Advisor level at XXXX over two months ago. First, I was working with Senior Advisor, XXXX. As of today, I am working with Senior Advisor, XXXX. After my initial contact with Senior Advisor, XXXX, she escalated the issue to the Engineering Team back in XXXX. After speaking with Senior Advisor, XXXX today, he advised that the issue is not related to just my account. Other XXXX users are experiencing the same issue ; they are unable to add their Apple Card to Apple Pay via the XXXX XXXX app. I have also tried order the physical Apple XXXX XXXX twice, at the direction of Apple and Goldman Sachs. When I tried adding the Apple Card to Apple Pay via the physical card process, the same error occurs. The error simply states, Unexpected Error. I am able to add other credit cards to Apple Pay. I upgraded from an XXXX XXXX to an XXXX XXXX recently because I was told it might be a problem with my particular phone. I get the same error on the XXXX XXXX XXXX XXXX as I did on the XXXX XXXX XXXX XXXX. Because the Apple Card is linked to my Apple ID, I am able to use it to make Apple purchases which I have done, and paid in full, on the Apple Card. However, I am unable to use the Apple Card at any other merchants. In order to use the physical Apple Card or the digital Apple Card, the card must be added from the XXXX app to Apply Pay which is where the Unexpected Error occurs. No one at Apple or Goldman Sachs is able to offer a resolution. No one at Apple or Goldman Sachs is able to provide me with my Apple Card number, only visible once the Apple Card is added to Apple Pay. I would like to obtain my account information so I can make purchases with my Apple Card at other merchants. I take issue with the fact that I can spend thousands of dollars on the Apple Card as long as I purchase Apple Products online. However, I can not use that same card at any other merchants. I have been waiting since XXXX, XXXX for a resolution. I have over 50 calls logged and at least 20 chat sessions with both Apple and Goldman Sachs. I have erased my phone and started over more times that I can count. I have deleted every card in the XXXX app so many times and checked and rechecked every setting known. At least today, Senior Advisor, XXXX, stated the Apple Engineering Team said it is a known issue but there currently no fix available.
Company Response:
State: OH
Zip: 44094
Submitted Via: Web
Date Sent: 2021-05-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-13
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: Dear CFPB, I provided on-line instructions to Goldman Sachs Bank USA ( doing business as XXXX ) to close my CD account ending in XXXX and transfer the proceeds to my savings account upon maturity. Instead, the bank renewed the CD account into a new 5-year term. When I find out I called the bank to complain, but they would not remediate this problem. The banks systems may not be working well, so Ill have to make sure I conduct all business on the phone and get a confirmation number. XXXX charged me {$120.00} and Id like to be reimbursed for this because I believe that this error in renewing my account when I expressly provided other instructions is negligent at best and illegal at worst. Sincerely yours, XXXX XXXX
Company Response:
State: NY
Zip: 11050
Submitted Via: Web
Date Sent: 2021-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2021 there was a fraudulent transaction from XXXX on my apple credit card. I filed a police report and sent them all of the necessary documents. Including a copy of the fraudulent charge. A copy of my statements, a copy of the police report and any additional evidence that I was able to obtain.. this was sent to them on XX/XX/2021 and XX/XX/2021. 3 days after the fraud occurred.. I havent heard anything back from Apple Card services until today. Where they are asking me to resend my evidence.. TWO MONTHS AFTER THE THE FRAUD OCCURED AND 2 months after I already sent them ALLL of the necessary evidence. Apple card services is not handling my dispute properly. They also advised me that they released {$500.00} credit to my card however its on hold.. so they are holding my available credit and not allowing me to spend it.
Company Response:
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-12
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: Complaint about Apple Goldman Sachs credit card deceptive billing practices. There are no options to receive paper statements. Not all customers are computer savvy or able to decipher Apple 's confusing online statement. There is a card balance payment due once a month. There is a separate screen which is difficult to find containing an " installment balance '' with the total balance due. The minimum payment gets transferred to the " card balance '' each month, then showing a balance of " zero '' after the minimum is paid. This is incredibly confusing not allowing to view a total balance due to be visible unless you know the exact place to click. It was so confusing that I had to call to find out if there was minimum payment due, and what the balance was left. The payment was made on time every single month. Emails are not always seen, and upon calling for help, I was told I had no balance due, that there was no payment due, and that they could not see a problem or late payment anywhere. They still reported XXXX as 30 days late! I had to call for a supervisor who spent at least 30 minutes attempting to explain how this happened. She apologized up and down and told me to try filing a dispute again as it did seem very confusing. They still have not removed the late payment and their XXXX deceptive billing procedures are the cause of this mistake. They are hurting consumers who are older or may not be able to understand their deceptive billing display. I am considering retaining counsel as this mistake should not cost me for 7 years. Credit should not be affected because someone is older and a company does not give an option to receive paper statements. Not even an option available to pay for a statement to be mailed out. After much research, come to find out that Apple offered a deferments to their customers due to COVID but I never heard a thing about it. My husband lost work for 12 months and not only did they give me incorrect answers, but failed to inform me about help that may have avoided this in the first place.
Company Response:
State: PA
Zip: 19053
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I XXXX XXXX XXXX XXXX state to the best of my knowledge and abilities that the below statement are true. As my written affidavit. I XXXX XXXX have a saving account with Marcus Goldman Sachs account number XXXX or XXXX Date of birth XX/XX/XXXX SS last XXXX XXXX I first had problem logging into my account Then I request for XXXX XX/XX/XXXX to be transfer to my card. I ; : m being told by Marcus Goldman Sachs they must send me a affidavit to my old address I no longer reside at XXXX XXXX XXXX XXXX XXXX XXXX XXXX I inform them i ; : m no longer at that address. I ; : m in XXXX and need it to be sent here in XXXX I should be able to send them a copy of my government issue driver license front and back to their verification department with a sworn statement even a picture with me holding my identification up to my face. I get this with XXXX banking now this. Banking account. As if someone is tracking malicious attempt to keep me from having access to my own banking account funds and information. Embezzlement of consumer banking funds
Company Response:
State: IN
Zip: 47302
Submitted Via: Web
Date Sent: 2021-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: XX/XX/2021 ; XX/XX/2021 ; XX/XX/2021 ; XX/XX/2021 I submitted an application for the Apple Credit Card with Goldman Sachs and they continue to give a credit denial reason of me recently experiencing a charge off. I have not recently experienced a charge off and XXXX has verified that with me. XXXX has also shared that they will be submitting information to them about my application for reconsideration I assume. The most recent application from XX/XX/2021 they attempted to set me up with a program with them and it requires other stipulations before being approved but I refuse their program because I should not have to complete any program. The application from XX/XX/2021 should have been the first application approved. The denial reason of all applications came from XXXX. But as stated the denial reason is not valid. They complete soft inquiries on consumer credit reports for there credit card product of the Apple Credit Card. I contacting them about the application for the second time and after speaking with XXXX XX/XX/2021 they have confirmed that there is no recently charge offs being reported.
Company Response:
State: IN
Zip: 46260
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-10
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: Hi Team, this is with Apple credit card transaction. I have purchased XXXX XXXX leather case over XXXX. I have returned it within the return policy. Its been 4 months now. still, i am being charged. contacted support every other month and also escalated every time but it is not resolved. even escalation process is not effected. this is misleading the customer and need to be resolved. I have wasted many days in following up patiently with the support specialist but nothing is resolved. All the promise made to resolved is in vain. i need help to investigate this as this could be happening with a large customer base.. also Apple has deleted the posted transactions without my consent. This is a question of integrity and transparency.
Company Response:
State: CA
Zip: 94086
Submitted Via: Web
Date Sent: 2021-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-09
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Apple should clearly disclose what the company intends to offer. Just try to purchase a XXXX XXXX XXXX from Apple for school purposes. We are currently offer 0 % financing for six months. False and misleading! Once consumers click yes, it generates a contract with different terms and conditions. Granted, it was my responsibility to review my statements to make sure that they were free of error, however, would XXXX have rectify its unscrupulous act? Absolutely not. When I asked to close my account after I paid it off, said account incurred {$43.00} in balance rewards and XXXX would not mail me a check. They never had that amount displayed in a way that consumers can see it and use it. I have knowledge about proper disclosure in financial transactions.
Company Response:
State: NY
Zip: 11411
Submitted Via: Web
Date Sent: 2021-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-08
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: The worst decision was to purchase an XXXXXXXX XXXX XXXX from the online XXXX XXXX and offering my XXXX XXXX XXXX as a trade in. After I had Order Number : XXXX on tracking number XXXX cancelled, XXXX refused to refund my money of {$1100.00} back to my payment issuer even with the purchase and trade in in cancelled status. XXXX ( manager ) rep at XXXX XXXX refused to process the refund after acknowledging I never received the XXXXXXXX XXXX XXXX and a representative at XXXX signed for the returned phone on tracking XXXX. XXXX has had their XXXXXXXX XXXX XXXX in possession since XX/XX/2021 and has asked me to call in again on XX/XX/2021 further holding my money on merchandise Ive never seen nor received. Thus refusing to refund me the money outside their 5 business day refund policy We received your return request. Your return number is XXXX. Order Number : XXXX Return Number : XXXX
Company Response:
State: AL
Zip: 350XX
Submitted Via: Web
Date Sent: 2021-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A