Date Received: 2021-05-02
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/2021 there was a fraudulent charger placed on my apple card to a XXXX merchant with the name XXXX for {$130.00}. I immediately disputed the charge and heard nothing back until XX/XX/XXXX when they emailed me to advise they had reinstated the charge on account of the merchant providing proof of purchase. I then engaged their chat support for 40+ minutes and was repeatedly given the wrong info so I called and spent another 30 minutes requesting the proof and to reopen the dispute. That agent advised that I must prove that I did not make the charge. I asked for a manager to contact me which I was told would happen but never did. On XXXX I called to inquire and spoke to Supervisor " XXXX '' who stated I should have received the info so she reopened the request with " heightened urgency ''. She also assured me I do not have to prove my innocence but that it would be good to call XXXX and file a claim with them. I called again on XXXX and spoke to supervisor " XXXX '' explaining I need the prior digital card number ( which was changed when filed the initial dispute ) so that I could contact XXXX to address with them. She refused to provide me the number. She then told me that the prior 3 agents had not correctly requested the proof and put me on a long hold. She eventually told me that the info was sent to me on XX/XX/XXXX ( almost a month before I ever even asked for it ) but refused to provide the email address it was sent from. She stated she opened another request and that her manager would call me within two hours. She advised that she had left thorough and detailed notes on the account. After not receiving the promised phone call I called again on XXXX and spoke to manager " XXXX '' who said the only notes that XXXX left stated " prior agent says they requested proof of purchase, customer states they did not receive it ''. XXXX states that she updated my account with the details about XXXX XXXX conduct and my request for a manager to listen to the phone call and then call me back. She states that I she again requested the proof and that it also be sent via regular mail as well. She stated that the proof was sent to my email ( which we confirmed she had the correct address ) at XXXX Eastern time that day, she also declined to tell me what email address it came from and waited while I checked all Spam folders and inboxes ( I never got it ) She advised I should call again and ask for the " Advocacy '' Team M-F during business hours and that she too has updated the account and escalated the issue to the appropriate level of management. To summarize, I have formally requested the alleged proof numerous times and spent several hours on the phone trying to resolve this issue. I have been given consistently inaccurate and conflicting information and I have been denied a copy of the merchant 's proof of purchase as well as my account number so that I can attempt to address through XXXX. I did not make this purchase and it is clear that GS 's is attempting to bully me into submitting payment for the charge.
Company Response:
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2021-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Please see attached affidavit which has already been submitted to both XXXX XXXX XXXX and Goldman Sachs Bank. And XX/XX/XXXXhas the audacity to sent a letter to me the consumer, natural person, and original creditor stating that this alleged debt, this charge off was validated and that the alleged debt was mine. This has infuriated me, I personally feel threatened being that with that Goldman Sachs and XX/XX/XXXX are both telling me they are above law in which Congress enacted.
Company Response:
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2021-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-01
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: Please read thoroughly for complaint. Response below first paragraph. Goldman Sachs Bank USA received the above-referenced complaint related to the Apple Card via the Consumer Financial Protection Bureau ( CFPB ) Complaint Portal on XX/XX/2020. The Bank appreciates the opportunity to address the issues raised by XXXX XXXX XXXX the Customer ). The Customers complaint references a dispute related to a transaction with XXXX XXXX on XX/XX/2020 in the amount of {$2800.00}. The merchant provided evidence stating the Customer exchanged the item, received a partial credit in the amount of {$42.00} and received a gift card for the remaining credit amount of {$1400.00}. According to the merchants terms and conditions, the Customer would receive a refund credited via the original payment method if the merchandise had been returned within 14 days of purchase ; because the exchange was initiated after that time period, the Customer instead received and confirmed receipt of gift card for the difference. As part of the investigation, the Bank unsuccessfully attempted a three way call between the merchant and the Customer, but the Customer refused to speak with the merchant on a three-way call. Based on the information reviewed during the investigation, the Bank does not have any knowledge of facts confirming a billing error, and the Bank resolved the dispute in favor of the merchant on XX/XX/2020. After reinvestigation, the dispute decision will remain the same. Based on the above details, the Bank kindly requests this complaint be closed. -- -- Goldman Sachs has failed to properly investigate this dispute even 1 year after the date of purchase. I ordered the item online on XX/XX/XXXX, received it shipped to me on XX/XX/2020, and only returned it on XXXX XXXX, when I was still within 14 days after receipt, confirmed by postal office, and returning it. Goldman Sachs in its investigation did not even verify that this is actually an online transaction! XXXX XXXX promised me a refund back to the credit card and I am still waiting for it a year after because Goldman Sachs can not do a proper investigation and should therefore fully compensate me for the amount claimed plus any penalties for being a year late in responding.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2021-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I got an email in XXXX indicating a change on my credit report. When I logged into XXXX I had a {$10.00} collections charge from Apple Pay. I opened my Apple Pay account and it displayed a {$0.00} balance. I called apple, I was transferred more than 10 times, the representatives could not find the {$10.00} charge and confirmed I had a {$0.00} balance. I also place all credit on auto pay for the minimum payment to prevent this very situation from occurring. After escalating to a supervisor and remaining on hold for quite some time, the charge was found, started by someone XX/XX/2020. I filed for a fraudulent charge, this was determined to be fraudulent and removed however, I was in the middle of refinancing my home ( quite stressful to have happen closed at the beginning of XXXX ) this charge dropped my credit score 100 points. Not only this but when other credit companys that I had a {$0.00} balance for years with exceptional payment history, closed my accounts which dropped my score more, but Apple has not removed the charge and when I disputed this with XXXX they said apple insisted the charge is legitimate. I have a screen shot of an email showing it was resolved in my favor and fraudulent so I reopened this dispute with XXXX and the charge is still not removed. Not only this but I recently paid off a credit card of {$6600.00} with XXXX but XXXX dropped my credit score not acknowledging the payment to zero ( dropped another 9 points ). My complaint is with apple who is incorrectly reporting this {$10.00} fraudulent charge that they couldnt even find, I already had an Apple Pay account, how could another even exist?!?! But XXXX, is incorrectly monitoring my credit, despite paying off many of my bills, not updating a fraudulent charge and this {$10.00} fraudulent charge is still causing negative consequences. I have zero other late payments and zero collections aside from this apple charge, they didnt send me a bill ( because my Apple Pay had a {$0.00} balance ) and they are not being honest despite proof this was determined to be fraudulent. I work so hard to maintain good credit, my position at XXXX XXXX is contingent on maintaining a good financial house and this is unacceptable. Please help. Thank you.
Company Response:
State: NH
Zip: 033XX
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I received a notification for a charged of {$310.00} dollars on my phone. I contacted my credit card, Apple at Goldman Sachs, to report charges not approved. XX/XX/2021- XXXX {$310.00}XX/XX/2021- XXXX {$18.00} An Apple Specialist at Goldman Sachs replaced my card. I explained to them that a XXXX manager contacted me for fraud charges. An Apple Specialist credited my account for the amount of {$310.00} on XX/XX/2021. What was disturbing was that the charged was listed under child 's name who is a minor. The vender disclosed this information to me. My child isn't an authorized user. XXXX attempted make a charged for {$18.00}.
Company Response:
State: CA
Zip: 92557
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On XX/XX/XXXX I applied for an Apple credit card ( which is through Goldman Sachs Bank USA XXXX to get 0 % apr on the purchase of a laptop. Despite my excellent credit score, I was declined due to a bank closing my account ( I paid off student loans ) and I contacted XXXX XXXX for an explanation, I filed a complaint with them on the XXXX and on the XXXX I was called and told that they do not manually review any applications so despite the fact that I have good credit they will not issue a card. I feel that this is a discriminatory application process. I should not be penalized for paying off student loans - I am being a responsible adult in doing so. Furthermore, I am not certain that there aren't other discriminatory lending practices going on. Someone like me is likely to pay off the credit card so that I in fact to get the 0 % apr. Individuals that do not will be subjected to interest and fees. For that reason, the bank will not make money off of me. I have an excellent record on payments.
Company Response:
State: PA
Zip: 17522
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-28
Issue: Managing an account
Subissue: Problem with renewal
Consumer Complaint: XXXX by Goldman Sach auto renewed my Certificate of Deposit ( CD ) with NO NOTIFICATION received to wan me. I finally received a letter on XX/XX/2021, at XXXX by US Postal Service from XXXX by Goldman and opened it dated XX/XX/2021, 11 days late that my CD has been auto renewed. I never received any letter of notification of the CD expiring and finally got an auto renewal 11 days AFTER dated letter. SOmething is FISHY!!!! Contacted XXXX and 2 supervisors REFUSED to allow a cancelation waiving the penalty which XXXX claimed was over {$1100.00}. I protested saying the CD should never have been renewed if I have gotten notification and the confirmation was 11 days after this gimmick. XXXX is a company who does NOT care about long term customers. My request to be transferred to XXXX executive office was DENIED even when I advsied I was fkig a US Government complaint which XXXX Executive office would have to respond. SO the two supervisors are just the lower end bullies no allowing cooperation above their level. SO the refusal of two supervisors to allow contact with XXXX XXXX XXXX creates MY LABOR work and a formal letter to resolve when the two uncooperative supervisors could have solved the issue and transferred the cal. XXXX si not a customer friendly internet bank especially for JUMBO accounts and long term relationship.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-27
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: This issue related to my Apple Card from Goldman Sachs Bank USA, which I used to make a payment for installment plan for new cell phones XXXX XXXX XXXX ( 2 phones ). Every single month I have being overcharge in my bill, last time bill for XX/XX/2021 instead {$78.00} was {$120.00}. When I called to Apple company financial department about this extra charge, they spend over 2 (! ) hours with me on the phone, trying to find out reason for extra charge, and after all, they say " its for us unknown charge, don't worry it will be taken off from your bill by Goldman Sachs Bank USA ( owner of Apple card ) ''. I called them number of times to resolve this problem Apple always transfer me to Goldman Sachs Bank USA, and skip to resolve this problem without Goldman Sachs Bank USA. I start calling Goldman Sachs Bank USA number of times, almost every week during half of XXXX and XXXX, I spend on phone with them dozens hours (! ), every time new rep Goldman Sachs Bank USA, fill up for me dispute application related overcharge, all this time I was on the phone line, and promise me to resolve this problem, because they don't know anything about this charge too - same as Apple XXXX,. But every time it was useless, and after one week I always received note that my dispute was decline. My problem still exist and Golden Sachs together with Apple Card continued overcharge me. Goldman Sachs Bank USA reps provide very poor and unprofessional service - such as so bad communication skills, unknown Goldman Sachs Bank USA payment system and online application, they always don't able provide me with clear explanation - why they charge me over, and very often just disconnected with me when I ask for supervisor, or made me stay on waiting call for an hours (! ), and after all - anyway disconnected. In my last statement Goldman Sachs Bank USA, for XX/XX/2021 charge me {$120.00} but, my installment plan is {$78.00} per month. I ask Goldman Sachs Bank USA, AGAINE, provide me with clear answer, why my bill over for XXXX? ... Reps Goldman Sachs Bank USA say : " its a balance from XXXX '', I provide them with proof of full payment for XXXX, after it, reps of Goldman Sachs Bank USA, change mind, and say : " this is a balance for XXXX ". But I don't buy anything with this card in XXXX, XXXX and XXXX, I don't use this card at all ... By agreement with Goldman Sachs Bank USA, my installment plan coast only {$78.00} / month, and no XXXX more. I don't understand why this company, Goldman Sachs Bank USA, continued abused me ad overcharging every single billing cycle? My Apple Card from Golden Sachs number is : XXXX, physical card number ... XXXX.
Company Response:
State: PA
Zip: 19116
Submitted Via: Web
Date Sent: 2021-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-25
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: - On XX/XX/XXXX a series of unauthorized transactions were made on my Apple Card by Goldman Sachs, and were reported immediately to the service department. Provisional credits were made for each, and eventually became permanent, with the exception of the largest disputed amount of {$400.00}, which was charged at an undisclosed XXXX XXXX location. - The investigation resulted in a reversal of the provisional credit, suggesting that I had in fact made the charge myself, which was false. I requested that the dispute be reopened in XX/XX/XXXX, and it took 2 months and weekly phone calls/complaints for them to reopen the dispute and make a decision on issuing a credit. I received an email on XX/XX/XXXX indicating that the investigation was complete, and that I should receive a permanent credit of {$400.00} on my account. However, weekly inquiries have resulted in unfulfilled promises of the credit being applied, and has not been resolved. - As of the date of this complaint ( XX/XX/XXXX ), no credit has been applied, despite numerous " escalation requests '' and commitments from representatives that this should be resolved in a matter of " a few days ''. - Goldman Sachs is still holding me responsible for the disputed amount, despite issuing an email to me stating that the dispute was to resolved in my favor. " XXXX '' a purported manager in the fraud department indicated this is simply a " IT issue for alot of accounts, not just yours ... '' and that " IT just hasn't gotten around to it yet. '' XXXX was unable to make any promises or commitment for timeline for resolution as of the date of this complaint.
Company Response:
State: CA
Zip: 94015
Submitted Via: Web
Date Sent: 2021-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-23
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 found a seller on the XXXX XXXX who wanted to sell the photography equipment listed below. And after back and forth negotiation, I ordered a XXXX A XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXXXXXX XXXX for the total sum of XXXX XXXX, XXXX XXXX and XXXX dollars ( {$3900.00}. XXXX ). We both agreed to use XXXX for secured payment. I made the payment via three cards because my credit card has a limit of XXXX XXXX dollars {$2000.00}. Consequently, I made payment in {$1800.00}, {$850.00}, and {$1300.00}, respectively. The seller claimed the item would be shipped in XXXX different boxes. The first box was delivered on the XXXX of XXXX. When I got the box in my mail and opened the flat tiny box, it was only a notepad that was in it. The second box was delivered on the XXXX of XXXX with a damaged box sticker from USPS, and when I opened it, it was a bigger notepad and printing paper to mimic the weight of the equipment. I tried to reach out to the seller immediately via XXXX and realized I had been blocked from the XXXX marketplace. Till today I am not able to reach the seller via XXXX XXXX except through XXXX. So immediately, I logged into my XXXX to file a dispute on all the payments. I officially filled the dispute with XXXX and Goldman Sachs, the credit card provider. XXXX sent me a request to have a police report that I did and submit a complaint online to the Internet Crime Complaint Center. After submitting the reports, XXXX issued a refund for XXXX and XXXX dollars but refused to make a refund for the {$1800.00}, stating that " I already filled a dispute with the credit card provider which is Goldman Sachs. After ninety days, I got feedback from Goldman Sachs that the dispute was in favor of XXXX. So I reached out to them on the XXXX of XXXX, demanding to speak to a supervisor who told me that XXXX XXXX skipped a process to resolve the matter. He then asked me to submit evidence which includes the police reports, screenshots from XXXX that show I was refunded XXXX and XXXX dollars, respectively. And the dispute will take another ninety days. On the XXXX of XXXX, I got another email that the dispute filled was resolved, and it is in favor of XXXX. So, I called Goldman Sachs and demanded to speak to another supervisor ; she apologized and promised to escalate the matter and that someone from a certain department will call me within ten days. I waited till the XXXX of XXXX but did not receive any call. So, I called XXXX XXXX again to ask what the update was and if the evidence submitted helped in any way. The supervisor stated she is escalating again. I got the XXXX dollars on my card, but to my surprise, today, the XXXX of XXXX, the money paid to the card was reversed. So I called XXXX XXXX to ask what the problem was, but the supervisor does not have any tangible response.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A