Date Received: 2021-03-27
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 had bought a bike for {$720.00} from Mr. XXXX online for my husband 's birthday. I received confirmation regarding the order with the promise a tracking number will be sent soon. On XX/XX/XXXX, I reached out through email regarding the charge when the order will be shipped. I received no reply. On XX/XX/XXXX, I requested the cancellation of my order, and my order to be refunded per their lack of response. I received no response and disputed the transaction on XX/XX/XXXX with Apple Card Support. 1st dispute - I disputed the {$720.00} on my account from Mr. XXXX. I provided the information that not only did I not receive the item, but I was unable to contact the vendor through their support email, and all calls were unanswered, and my voicemails were not returned. I was told by Apple support on XX/XX/XXXX that the transaction had been resolved as " the merchant provided sufficient evidence that you made the purchase. '' 2nd dispute : After the failure of the 1st dispute, I reopened a new dispute as the issue was with not receiving the bike, not fraud on the account. The technical support representative apologized and said that the dispute was imported " wrong '' and re-entered my dispute. On XX/XX/XXXX, I received an email from Mr. XXXX stated my order had been canceled and refunded. I checked my account, and no refund was posted to my account. On XX/XX/XXXX, I received notification that the dispute was again ruled in the merchant 's favor as " the merchant provided sufficient evidence that you made the purchase. '' 3rd dispute : On XX/XX/XXXX, I disputed the transaction again and was told again that the complaint was entered " incorrectly. '' I was told to send my emails and the refund notice with the dispute for my evidence. I also double-checked with the rep. that the refund by the merchant was never posted ( it was not ). I disputed the transaction again, with the representative saying that her managers will personally track this dispute due to the many issues. Today, XX/XX/XXXX, I received a notification that the " Merchant provided supporting evidence or response, '' and the credit will be added to my account. I have still not received a refund for the initial purchase or any product. Apple card support ( Goldman Sachs ) is not resolving my disputes in good faith.
Company Response:
State: CA
Zip: 94561
Submitted Via: Web
Date Sent: 2021-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
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: Regarding my Apple Card thru Goldman Sachs Bank USA. Transaction date : XX/XX/XXXX Merchant : XXXX Disputed amount : {$960.00} Disputed reason : Item not received Dispute closed more than 5 times as " The merchant provided sufficient evidence that you made the purchase '' I have purchased from XXXX during the Covid period. I live in an apartment. The shipping company was not able to enter the apartment complex during COVID time so they have dropped the product near one of the apartment entrances ( as per the driver of the shipping company ). I tried looking for the product everywhere but unable to find it. I contacted XXXX but they were not able to trace so they told me to contact the shipping company. Shipping company after investigation mentioned package is untraceable. I contacted XXXX again for help. They mentioned filing a Police complaint and then contact my credit card to raise a claim. Police have closed the case as untraceable. I contacted Apple to file a claim and got the claim filed as well. After around the end of 3 months, the claim got closed as " The merchant provided sufficient evidence that you made the purchase '' I have never ever told that I did not make the purchase, I made the purchase but never received the product so contacted Apple again. The supervisor acknowledged there is a mistake and then reopened the case. Again, After around the end of 3 months, the claim got closed as " The merchant provided sufficient evidence that you made the purchase '' Spoke to a manager and she acknowledged there is a mistake and then reopened the case. Again, After around the end of 3 months, the claim got closed as " The merchant provided sufficient evidence that you made the purchase '' Spoke to a senior manager and she acknowledged there is a mistake and then reopened the case. Again, After around the end of 3 months, the claim got closed as " The merchant provided sufficient evidence that you made the purchase '' Repeated many times. As of XX/XX/XXXX, I received a email with the same response " The merchant provided sufficient evidence that you made the purchase '' The case has been open for around 9 months now with no answers. Apple Card thru Goldman Sachs Bank USA is a very good card until you have a problem. Once you have a problem, you will be left alone. They did not contact me for any evidence or proof and take decisions all alone. Apple card disputes team do not work well and customer service members are unable to resolve. As I read online, 3 months was the deadline for a dispute to be resolved as per Federal law but my case has been going on for 9 months and the Apple card representative acknowledges that there is a mistake.
Company Response:
State: CA
Zip: 94565
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: Apple Card has my funds on hold. they have held {$500.00} from my available credit and not released it. I FILED A FRAUD CLAIM DUE TO A FRAUD CHARGE.. Apple CarD INSTEAD TOOK {$500.00} FROM ME AND IS NOW KEEPING IT ON HOLD. I FILED A POLICE REPORT ABOUT THIS ATTACHED IS THE POLICE REPORT. I NEED THEM TO RELEASE THE FUNDS FROM MY AVAILABLE CREDIT IT IS THE END OF THE MONTH I JUST PAID MY MORTGAGE AND ALL OF MY BILLS I NEED THE AVAILABLE CREDIT FOR EXPENSES THEY ARE HOLDING MY FUNDS FOR NO REASON
Company Response:
State: VA
Zip: 20120
Submitted Via: Web
Date Sent: 2021-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
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 returned an item to XXXX. I have a receipt that shows the item was returned and I was give a credit for the return. The credit card company states I did not return the item and continues to charge me for monthly payments. I have called the bank and XXXX and have had no success in resolving the issue.
Company Response:
State: FL
Zip: 33432
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Apple Card is reporting erroneous lates on my credit file. That late is from XX/XX/20. I was experiencing hardship during COVID and received a few lates throughout that time that I was experiencing hardship. This was really damaging to my credit. I had high credit limits and all those were all brought down. So not only did my credit utilization XXXX but with the lates my credit took a huge loss. I am asking that you to please remove the reported lates during the pandemic. I was in contact with you and let you know I was experiencing hardship. Under the federal mandate, CARES ACT, you can not report lates during the pandemic. I have been a long time customer and if you review my file you will see the only time I was late was during this troubling time.
Company Response:
State: GA
Zip: 30135
Submitted Via: Web
Date Sent: 2021-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Goldman Sachs ( GS ) refuses to give full cash back amount on Apple Card on Apple Store XXXX transaction because they don't count it as an XXXX transaction. 1 ) Apple Card is issued by Goldman Sachs. The Card Agreement clearly says that " Goods or services purchased directly from Apple. These include purchases from Apple retail stores, the Apple online store, iTunes, Apple Music and other Apple-owned properties.App Store purchases ( including In-App Purchases* ) .... [ eligible for cash back in the amount of ] .... 3 % of the transaction amount ''. 2 ) My order was placed with Apple Online Store XXXX. Order Number : XXXX Order Placed : XX/XX/2021 Ordered Items : 12.9-inch iPad Pro Wi-Fi + Cellular 256GB - Space Grey, Smart Folio for iPad Pro XXXX ( XXXX generation ) - Deep Navy Order Amount : INR XXXX ( or {$1600.00} as it appears on the card ) Legal Entity on the receipt : Apple XXXX Private Limited. Cash back that was reflected on the transaction was 1 % only. 3 ) When I noticed a reduced cash back ( 1 % as on any general purchase ) on the card transaction, I contacted Apple Card Client Support team at Goldman Sachs and created a dispute to get the full amount of the cash back XXXX 3 % as is supposed to be for Apple purchases ). Two days later I received an email saying that the dispute was not resolved in my favor. Quote : " Your correspondence regarding your Apple Card account was received. Although this matter is in regards to your Apple Card account, it is being handled by Goldman Sachs Bank USA, who is the issuer of Apple Card. Your dispute has been investigated. You contacted us on XX/XX/2021 regarding Daily Cash you earned on a transaction. We have investigated your dispute and determined that no error occurred on your transaction dated XX/XX/2021 at Apple Limited for {$1600.00}. You earned 1 %, or {$16.00} by using your card number. You have the right to request the documentation we used to determine the outcome of your dispute. '' 4 ) I contacted Goldman Sachs again on the same date to clarify and escalated this issue to a supervisor. They explained that they only give 3 % cash back on Apple US purchases. I asked where this is stated in the Card Agreement and they could not find such verbiage, so they created a new dispute at my request. 5 ) Two more days later, on XX/XX/2021 I got a phone call from a GS supervisor who related to me the same resolution on my new dispute. They claimed that " Apple Limited in XXXX is not an Apple-owned entity and does not qualify for full cash back ''. As a Consumer of the bank product ( Credit card ), I do not see any of such verbiage in the Card Agreement and my consumer understanding is that GS must accrue 3 % cash back on this transaction. I could not resolve this with GS after several interactions. Please help to keep Goldman Sachs accountable for their baseless attempts to avoid paying the full cash back and make them follow the terms of the Credit Card Agreement that they themselves created. Thank you
Company Response:
State: NC
Zip: 27560
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Purchase Date : XX/XX/XXXX Product : XXXX XXXX XXXX XXXX XXXX XXXX : Apple Card Card Issuer : Goldman Sachs Problem : Apple Card Monthly Installment Plan For specific Apple products purchased with Apple Card. Amount : {$810.00} Installment amount : {$34.00} I purchased the XXXX XXXX XXXX on XX/XX/XXXX under the Apple Card Monthly Installment Plan for Apple products. The total amount, {$810.00} was applied in full to my Apple credit card. Not the monthly installment amount, {$34.00}. As a result, my available credit for purchase was reduced, an increased total remaining card balance, and Apple Card has reported information to the Credit Bureaus suggests a higher credit utilization rate with this card. During the phone call with the Apple Card Specialist, who helped me with the application and applying for the Monthly Installment Plan didnt fully disclose how the Monthly Installment Plan works or potential effects to credit and credit availability and overall interest charges that potentially will arise. Additionally, I have read and reviewed the availability information on the Apple Card website and the terms and conditions available in the Apple Card Customer Agreement pertaining to the Monthly Installment Plan. There is no mention, directly or indirectly of, the amount of the product being charged in full to the consumers credit card when purchased under the Monthly Installment Plan. Moreover, the consumer is forced to pay off their card balance in full before paying off the product purchased under the monthly installment plan. Apple Card & Goldman Sachs has drastically infringed on consumers abilities to manage personnel debts. For example the strategy of paying down/ off debts with the lowest interest rate. I am also concerned with interest charges. Apple states, customers wont pay interest on the specific item purchased on their card under the monthly installment plan. However, as I mentioned before, the total amount was applied to my card increasing my total card balance amount remaining/ owed. To my understanding interest charges are calculated using ones total card balance amount remaining/owed. I have reached out to Apple Card Services. I have talked with numerous Card Services Specialist and Supervisors on various occasions regarding my complaint. However, I have not heard from anyone else from Apple Card Services regarding my complaint. Moreover, in the documents and areas of information available to consumers previously mentioned it further creates confusion about the monthly Installment plan and is misleading when Apple/Goldman Sachs stated eligibility is subject to credit approval. Which suggests consumers will be subjected to another credit check to determine credit worthiness for the monthly installment plan separate from the current credit card account currently held. Lastly, the charges for the monthly Installment plan is always charged after the close of a billing cycle, creating a new charge for the next billing cycle even if I hadnt made no other purchases to produce a new bill
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-24
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 have had my Apple Card for quite some time and was actually one of the founding members. Well, when COVID hit hard and I lost my job, I was actually 32 days late on a payment so I was hit with a late payment on my credit report which is a super negative thing to have on your report. I tried explaining to them that this was COVID-19 related and that I lost my job and had it pretty rough for an extended period of time AND the fact that I used their forbearance program for several months because my income was not sufficient enough to make the payments, but they do not seem to care about this and are unwilling to work with me in getting this late payment removed off my report as a one time courtesy. I had made initial contact right after noticing the late payment and a dispute was filed however it came back that the " information was accurate ''. I was never disputing this, so this was frustrating so upon talking again, this time to a supervisor, I had another claim filed and about one whole month later that was also rejected because the " information was accurate '' - It never actually goes anywhere. Since then I have mailed one goodwill letter that I never heard back from and today, sent another one via certified mail. So, I am reaching out in hopes that you guys can help me with this as I believe what is 'fair ' is that they remove the late payment just this once as I have assured them it will never ever happen again. I am embarrassed and a late payment is something I never ever wanted on my report. Thank you for listening and taking the time to help everyone. -XXXX XXXX
Company Response:
State: FL
Zip: 33904
Submitted Via: Web
Date Sent: 2021-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
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: In XX/XX/XXXX, XXXX setup an automatic payment for my Applecard with Goldman-Sachs. I mistakenly set it up for the full amount XXXX {$2200.00} XXXX instead of the minimum. Within hours of doing this I caught my mistake and called GS to remove the payment. The associate I spoke to said this would be no problem, he would delete the payment and it would be like it never happened. I made my minimum payment and thought everything was fine. A couple days later I see a credit in my account for the entire balance of my Applecard from GS. Before I could call to verify what happened, it was removed from my account via ACH withdrawal 3 days later. This left me overdrawn in my banking account. I called GS immediately and asked what happened. I was told someone would get back to me in 10 business days. I asked for an internal ticket number or confirmation number, something to tell me this was raised as an issue in their system. I was told no such number exists for them and to be patient. No one called. I called back XX/XX/XXXX and was told they would enter a statement dispute for me, which needed to be reviewed by a speciality team of managers and could take up to 30 but would reflect by the time of my next statement. I asked to speak to a supervisor. This supervisor XXXX XXXX XXXX advised that a payment dispute would instead be done, since my account got hit twice with the same reversal. I was told I would receive an email within 10 days of final decisions. XXXX also confirmed for me that no one had yet looked at my previous dispute. No contact was made to me so I followed up on XX/XX/XXXX. I asked to speak with a supervisor immediately. This supervisor XXXX XXXX XXXX confirmed that my payment dispute had been rejected, as no error occurred. XXXX told me to expect a manager to reach out to me within 10 days and he created another dispute for me, just to advise the payment dispute team with what happened. I followed up on XX/XX/XXXX. The associate ( XXXX ) let me know that the payment dispute was again rejected and closed. I asked her what next steps I could take and she advised me to dispute with my bank. I followed up on XX/XX/XXXX via text. The associate advised me that my XX/XX/XXXX dispute was actually still open. I asked to be escalated to a supervisor. This supervisor XXXX XXXX XXXX confirmed that the dispute was still open but took no other actions. I followed up on XX/XX/XXXX and spoke with XXXX, who requested a callback for me from the payment dispute team. I never heard from anyone. I followed up on XX/XX/XXXX and spoke to XXXX. She offered me a statement dispute, which I declined since both a statement and payment dispute had been done previously without a resolution. After XXXX spoke to her supervisor separately, she told me she would open a level XXXX which meant a supervisor would be reviewing my account from XXXX to now and get back to me. When I asked for a timeline for this review, she said two billing cycles. I asked if there was anyone else I can escalate to for a faster review and was advised there wasnt. At this point I have been paying double my previous minimum payment amount, accrued interest on a charge I should not have, and taken a large hit to my credit score.
Company Response:
State: NV
Zip: 89108
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-23
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Apple / Goldman Sachs refused to authorize the closure of my account after 25 minutes+ waiting. Three managers were contacted and none were responsive. I was not afforded any alternate option but to endlessly wait. It seems this is an unfair consumer tactic to discourage closure.
Company Response:
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2021-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A