Date Received: 2021-01-27
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I completed fully funding a new savings account @ MARCUS by Goldman Sachs with " new '' funds in the amount of {$15000.00} on XX/XX/2021 ( attached ) after completing the required interbank funding procedure debits and credits and test deposit. On XX/XX/2021 I received a marketing offer ( attached ) for a {$100.00} Savings Bonus effective from XX/XX/2021 through XX/XX/2021 that I was unaware of when I opened the described new savings account. Upon receiving this promotion offer on XX/XX/2021, 11 days after its effective date and within the time interval specified by the offer requiring only a {$10000.00} funding to be deposited and remain for 90 days I contacted XXXX and escalated my request to be credited the {$100.00} to a supervisory employee XXXX XXXX who initially resisted my request but then agreed to submit a formal request for further review.
Company Response:
State: NJ
Zip: 08234
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
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: I purchased a cruise from XXXX XXXX scheduled to depart on XX/XX/XXXX, using my Apple credit card which is administered by Goldman Sachs. On XX/XX/XXXX, I paid XXXX and on XX/XX/XXXX, I paid XXXX. On XX/XX/XXXX, XXXX XXXX informed me that it was cancelling the cruise due to COVID-19 and I could choose either a future cruise credit or a full refund which would be paid in 90 days. On XX/XX/XXXX, I requested the full refund. I have not received any refund from XXXX XXXX and its website indicates that it does not know when it will be able to repay customers. XXXX XXXX XXXX While the company remains committed to honoring its contractual obligations, it is now on XX/XX/XXXX, 255 days from the date I requested a refund, well beyond what is reasonable for XXXX to refund my money. Pursuant to FTC rules, I initiated a credit card dispute with Apple/Goldman Sachs on XX/XX/XXXX, within 60 days that I was denied the service ( the cruise ) for which I had paid. On XX/XX/XXXX, the Apple/GS denied my dispute saying the merchant had given me a credit. They considered the future cruise credit option, which I rejected in lieu of a full refund, as a credit. I reinitiated the dispute, which was again denied in XX/XX/XXXX on the basis that the merchant had provided information that I had made the purchase. I reinitiated the dispute and yesterday it was again denied on the basis that the merchant had provided information that I had made the purchase. Each time, I have requested the information provided by the merchant and have received nothing. One CSR told me the merchant had provided no information. Moreover, I have never denied making the purchase. I never received the service!! I tried to again dispute the charge yesterday and I can not dispute it yet for some reason.
Company Response:
State: NC
Zip: 276XX
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: Ive made two payments to pay my balance in full to Apple and they took the funds out of my checking account, yet they refuse to update the balance. I chatted with a rep who was willing to help and when I went back to get the balance updated the next agents would not do so. It is extremely UNFAIR. UNETHICAL. to pay a credit card over $ XXXX and not see that reflect in their balance. I need access to use my card for emergencies and apple is literally sabotaging my life. Im a new customer and this is just wrong. Im being punished for paying on time and paying in FULL! How crazy is that. Greed is real. NOt to mention the apr is 21.99 %
Company Response:
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-26
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I received a misleading email about an Apple/Goldman Sacs credit cards stating that it would not affect my credit. I applied and they did a hard inquiry which WILL affect my credit. I am in the middle of a refinance so this could jeopardize my ability to maintain my rate. I am really upset. It was clearly false advertising.
Company Response:
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2021-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-24
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Original fraudulent charge was on XX/XX/XXXX. I got an immediate notification in real time of the charge. It was from XXXX XXXX for {$1400.00}. I call Apple and Goldman Sachs ( its an AppleCard which goes through GS bank ), they change the card number immediately. While on the phone with them, the fraudster then tried to charge the same thing again, of course it was declined. I feel like it should have been dropped just based on this, but no, it is STILL ongoing 4 months later! I then contact XXXX XXXX, who direct me to contact my bank XXXX again XXXX, there is nothing they can do on their end apparently. Especially 4 months later now. I don't know why they couldn't just cancel the order and refund me, knowing it was a fraudulent charge. Since then I've talked to XXXX XXXX 3 to 4 times. I've tried to get the IP addresses of where the orders where made from. They informed me they can't provide that information, even though Goldman Sachs has stated on the phone that XXXX XXXX has provided the IP addresses to them. All I know is it was to a football game, the date of the game and the section of the seats. Thats all I have! Since then I sent them all the 'evidence ' I could find, including my conversation with seat geek, I have also done some digging and found that 95 % of fans in the crowd were cardboard cutouts, I also cross referenced the section and row in question, found a live stream of the game and attached screenshots.. I obviously wasn't there, so they can have fun trying to find me. I've talked to reps from GS for hours now, over the course of the 4 months, as well as convos with XXXX XXXX and Apple. It has now been disputed 4 times, I have never received the 'evidence ' GS says they have as to why they ruled in favor of the merchant other than a confirmation email. Well of course if the hackers got my CC number, they got my email, they are connected on the same account! So I'm not even sure how I'm supposed to defend myself. I'm not sure what real evidence they could have, as the charge is completely fraudulent, yet they never sent me any explanation. I'm not sure, but there should be laws against this. How can they not provide me what evidence they used in order to rule in favor of XXXX XXXX XXXX merchant )? Oh and the last time I spoke to GS, they said they have the XXXX address of the charge, yet they wouldn't tell me what it is. It's all very shady to me. The latest dispute was XX/XX/XXXX, and GS ruled in favor of the merchant a few days later. Now Goldman is telling me there is nothing they can do. I have reached out to Apple, and they now have a rep trying to help me. Thank god, as I don't know hat else I could do. I hope this all makes sense, please call me if you need clarification on anything!
Company Response:
State: NY
Zip: 10028
Submitted Via: Web
Date Sent: 2021-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute with XXXX, XXXX, and XXXX about incorrect items being reported to my credit report. It has been well over 30 days and I have not received any investigation results.
Company Response:
State: TN
Zip: 38018
Submitted Via: Web
Date Sent: 2021-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-21
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 purchased an XXXX XXXX XXXX XXXX XXXX XXXX from XXXX ( direct from XXXX ). I paid using my Apple Card and put the phone on an interest-free installment. The toal amount I paid was {$87.00} for taxes and fees plus the first installment. I agreed to be billed {$22.00} for 24-months for the remaining cost of the phone. XXXX shipped me a phone and that phone was lost in transit and never received. XXXX opened an investigation and never found the phone, they think it was lost in XXXX. I contacted XXXX and they offered to send a replacement and they did. I received the replacement on XX/XX/XXXX and it actually arrived broken. There were purple lines on the screen and I returned it on XX/XX/XXXX to XXXX. They confirmed it was received and refused to issue me another replacement phone because of the holiday rush. So, I cancelled the order and requested a refund. After a full month, XXXX management finally calls me and issues a full refund. The problem is that they issued a full refund for {$1000.00}, not the {$87.00} that I paid and did NOT close my installment plan as they promised they would. I contacted XXXX again in XX/XX/XXXX and asked them to fix the issue and to close my installment plan, as I only paid {$87.00}. The {$1000.00} that they refunded I did receive, but it applied toward the balance I already had on my Apple Card, not my installment. The installment is still active and the manager I spoke to at XXXX Senior Management, named XXXX, said that XXXX could not close my installment and they did not care about fixing the issue on my credit card. XXXX told me that XXXX couldn't do anything further and hung up on me. She wouldn't tell me anything else except that she was " XXXX, a manager with XXXX. ''
Company Response:
State: CA
Zip: 95826
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/2017 I did a consumer credit transaction with Marcus by Goldman Sachs. The total amount of the transaction was for {$14000.00}. In XXXX of 2017 i received a bill requesting that a payment be made. This transaction was also placed on my consumer credit reports which is a violation of federal law under the FDCPA. Pursuant to 15 USC 1681 ( a ) ( 2 ) ( B ) ( d ) " any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device should be excluded from my consumer reports. The credit card is my social security card and is what I used to originate this transaction. Goldman Sachs is in violation of 15 USC 1605 ( a ). I was charged an additional {$14000.00}. As per the installment loan agreement the only payment that should have been calculated was the finance charge of {$11000.00}. The finance charge is the sum of all charges. Goldman Sachs failed to process this transaction appropriately and is in violation of 15 USC 1640 ( a ) ( 2 ) ( A ) ( i ) and is required by law to pay twice the amount of the finance charge ( {$23000.00} ).
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-20
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 3 airline tickets from a foreign airline by the name of XXXX. Our flight was scheduled to depart in XX/XX/2020. We received short notice that our flights were canceled and a voucher was " issued '' and could be exchanged for another flight within 1 year before expiration. The airline announced that they would no longer fly from the USA making using that alleged voucher impossible since I must fly from the USA to any destination. For months their customer care stopped taking calls and there was no way to reach them. I attempted to call XXXX multiple times to learn how to redeem the alleged voucher that wasn't showing up on my account. After several attempts to reach them, I filed a dispute with Apple Card and they shortly decided to close the claim in favor of the airline. Stating that the merchant has told them they provided a credit voucher. I went to further explain there was no such voucher on my account and they weren't operating anymore. The Apple Card rep was no help and said unless I had " new '' evidence there was nothing that could be done. I was infuriated! I had just been robbed of almost {$500.00} and the company presumably helping me was siding with the merchant who is being dishonest. A few months passed and now the airline 's website ( XXXX ) is no longer in existence, their customer care 800 numbers are not in service! It has been publicized that the airline has not even paid its workers. I shared this with the 3 Apple Card representatives and all of them gave me the ridiculous response that it " wasn't new evidence ''. This airline has thousands of hundreds upon hundreds of complaints about their practices and the company that has promised to back me up has not done so. This is all so frustrating, we are in the middle of a pandemic, we have no jobs or steady income and now this? It makes me sick to my stomach, I am deeply disappointed with Apple Card because I've heavily promoted their products and services to everyone I know and converting most of them from their competitors to XXXX and now they have failed me. XXXX can not just agree with the merchant ( XXXX ) that they have provided a solution when their website, phone numbers, and the airline is not even operating. I've attached some screenshots of the ongoing issue and hope I can find someone who can help me. My next step is contacting the media to shine a light on this issue.
Company Response:
State: CA
Zip: 91763
Submitted Via: Web
Date Sent: 2021-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I am unable to access my Marcus by Goldman Sachs account via computer. A message saying " We're having some technical issues ''. This causes me to not be able to view my account information ( routing number, account number, interest earnings ) as well as make transfers to external accounts. The exact same message displays on the Marcus mobile app and prevents me from being able to transfer my money to external accounts. The thousands of dollars I have in these accounts with Marcus seem to be held hostage.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2021-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A