Date Received: 2020-12-01
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: XXXX XXXX opened an Apple Card account and placed in their " XXXX '' electronic portal and is charging my XXXX subscription to the account, bypassing the XXXX XXXX account I established to pay Apple. On XX/XX/2020 I contacted Apple. " Apple Card : I never signed up for an Apple Card. I do not need another credit card. I have a XXXX credit card that goes with my Apple account ''. I am being pushed around between Apple and Goldman Sachs the card issuer. I have a trail of messages in which I made two request have the Apple card terminated. I paid pass bills via a check and requested termination of the account. XXXX XXXX XXXX charged the XXXX account and the Apple account. XX/XX/2020 I filed a dispute with the merchant Apple. I can not get the Apple card removed. The Apple Card is all electronic. I do not know the account number. I have no control of the card. I am requesting CFPB investigate the practices of Apple and Goldman Sachs. To repeat I never applied for an Apple Card. I never signed any documents agreeing to use Apple card. This is fraud in my book.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am a customer with Apple Card, the consumer credit card backed by Goldman Sachs. I purchased a XXXX XXXX with the card at the XXXX XXXX on XX/XX/XXXX and after the purchase posted, I paid it off, totaling {$740.00} before tax. I ended up canceling said order shortly after I paid it off as I intended to purchase the product at another retailer that I had a gift card for. The cancellation went through with no issue, and my Apple Card ended up have a POSITIVE balance of {$700.00}, meaning Goldman Sachs " owed '' me that money, as it was paid to them from my XXXX checking account. After I made a {$5.00} purchase with my card ( unimportant to the case ), my card ended up with ( and currently has ) a positive balance of {$700.00}. I contacted Apple Card customer support on XX/XX/XXXX, and requested for my positive balance to be transferred back into my bank account, which is something that other cards have done for me in the past. The representative told me that the transfer was initiated and it would take 1-2 business days to reflect on my balance on the app. Three days later, I did not see any change on my account so I called again on the evening of XX/XX/XXXX. This time, the representative told me that systematically the transfer was not possible and, through her rather rude demeanor and negative customer service, left me hanging. I called back 30 minutes later, and that representative told me that it WAS indeed possible and for some reason the initial transfer was cancelled ... she initiated a new one. Five days later, no change. I called again on XX/XX/XXXX, this time asking for a supervisor. After experiencing some of the worst customer service of my life with the supervisor, I was again turned down and told that it wasn't possible. I called today, XX/XX/XXXX, this time asking for the " Specialty Department '' XXXX which I was told to ask for by the previous supervisor ), and ended up speaking to a very helpful representative who acted as a liaison between me and her supervisor. I was told that there is nothing I that can be done because of a current outstanding installment balance ( a 24 interest-free installment for an XXXX XXXX and they are currently working on a system to fix issues like mine, but did not have a timeline on when the system would be change OR if said change would allow a transfer of the money back into my bank account. The XXXX installment currently has an outstanding balance of {$810.00}, but is a two year installment and not necessarily " connected '' to my everyday purchase balance. I was sent a letter from Apple Card of my outstanding balance, which is {$110.00} XXXX which is my installment balance minus my positive everyday balance ... XXXX - XXXX = XXXX ). Goldman Sachs has been no help to me, and has given me two difference answers, two different times. If we weren't in a pandemic where the money is important to me and I need it, or if the whole situation didn't have to do with hundreds of dollars and my credit report, I would not even be making this claim. Frustration is the best word for this who situation.
Company Response:
State: OH
Zip: 44484
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-30
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: Marcus advertised that we can open a joint account with myself and my husband. I successfully opened the account in my name, but received an error when adding my husband after having transferred XXXX of our jointly held funds. We called Marcus, and the customer service agent tried to add my husband but the system prevented her. She said to try again online in 24-48hrs and call if that does not work stating there is a manual process requiring additional documentation. We tried again online and it failed. We called Marcus again, a new customer service agent tried to add my husband and the system once again failed. I asked about the manual process, and she was not aware of one. I requested a supervisor who verified the information and suggested we try again in 24-48hrs. He also stated there is no manual verification process to prove identity. Our money is now sitting at Marcus in my name only. Beyond the frustration of Marcus not being able to do what they advertised ( open an joint account ), there are potential legal and tax ramifications. If I die, my husband would not be able to readily access money that he had full ownership of prior to us trying to open this account.
Company Response:
State: AZ
Zip: 85251
Submitted Via: Web
Date Sent: 2020-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX is violating The Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681, which is a U.S. Federal Government legislation enacted to promote the accuracy, fairness, and privacy of consumer information contained in the files of consumer reporting agencies. I have been a victim of fraud and identity-theft, which my personal information got stole/compromised with someone. I have filed a police report and have submitted an affidavit a number of times to XXXX, trying to get my XXXX credit file cleaned and fixed. On the other hand, I have submitted those documents to XXXX regarding a particular account called : Goldman Sachs Bank USA. This Account was opened on XX/XX/XXXX by an unauthorized person who stole my identity. XXXX removed the account twice and it got re-inserted on there because the company really think that I actually opened the account and provided unofficial documentation to XXXX, which is incorrect. I am highly upset because XXXX is violating the Fair Credit Reporting Act and is reporting and re-inserting incorrect and inaccurate information on my credit file. My next steps are to file a small claims court lawsuit against XXXX for not complying with the standards of the Federal Government. Please correct this issue. This account was re-inserted on my credit file on XX/XX/XXXX and XX/XX/XXXX, and XX/XX/XXXX. This is making me very upset and is causing additional stress in the mist of a pandemic of XXXX, which I was affected and those around me was affected as well. Please honor my request and have this fraudulent account removed from my Experian XXXX XXXX. Also, this is the only credit bureau this fraudulent account is listed on.
Company Response:
State: GA
Zip: 30909
Submitted Via: Web
Date Sent: 2020-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-29
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: This is an issue with the Goldman Sachs Apple Card. They are charging me for two monthly installment purchases I put on the card, when they should only be charging for one. These two installments are tied to two XXXX purchases I made. The first XXXX was returned in mid-XX/XX/XXXXXXXX ( Apple confirmed return receipt ), yet I'm still being charged for it along with the second XXXX I purchased. I contacted them on XX/XX/1920 via chat and got bounced around from Goldman to Apple multiple times so I finally called Goldman Sachs. When I explained the situation they said they were submitting a " case '' but could not provide a case number. Two weeks have passed and now I'm about to get charged again.
Company Response:
State: VA
Zip: 22207
Submitted Via: Web
Date Sent: 2020-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
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 didnt make a purchase with a site called XXXX and my credit card company said they gave them sufficient evidence to show for it, i requested the evidence didnt get it, and i know for a fact i did not make this purchase and i would like this to come off my valve because it is over {$1900.00}
Company Response:
State: CA
Zip: 95818
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, my phone could not make any calls. I use another phone to call XXXX and found out my phone number was ported out by somebody in New York who stole my phone number and identity. I contacted XX/XX/XXXX and had a fraud alert placed on my account. I then also purchased an identity-theft product from XX/XX/XXXX and paid for it for the next three months before canceling it. XX/XX/XXXX confirmed that no new accounts were opened up when I initially spoke with them to report the fraud and they led me to believe that no new accounts could be opened since I had the fraud alerts and their identity theft product purchased on my account. I was absolutely shocked to find out that in XXXX, when my identity was stolen ( which was AFTER I had the fraud alert placed and purchased the fraud product ), that a new account was created fraudulently in my name and that over {$7000.00} was charged. I did not believe this was possible since I had a fraud alert on my credit and the fraud protection service. I just found out about the fraudulent Goldman Sachs Apple Card even though it was opened in my name last XXXX. I found out about this fraudulent Apple Card account about two weeks ago when my credit was run because I am trying to purchase a home. As a result of this fraud on my account, my credit score has been ruined, which will cost me thousands of dollars extra when purchasing a home. I was told by Goldman Sachs Apple Card that the account was closed and charged off before I even found out about it. I also was informed that the reason why it took me so long to find out about it is because Apple Card does not send out any paper notices to their customers. I contacted Goldman Sachs Apple Card right after I found out about the fraudulent account created in my name. This phone call took place on Saturday, XX/XX/2020. I spoke with XXXX, the supervisor of the Fraud Department, who stated that he would escalate my case and try to get it resolved as quickly as possible. I was told to file a police report and an Identity Theft Report with the Federal trade Commission. I was unable to file a police report because the crime did not occur in in my city. I did file an Identity Theft report and I sent it to Goldman Sachs Apple card. I was told that it would take Goldman Sachs Apple Card a maximum of 14 days to resolve the fraud. I absolutely need this deleted off of all 3 credit bureau 's reports ASAP, otherwise I will have to spend several XXXX dollars more than I should have to in order to purchase a new home.
Company Response:
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-28
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received a letter form Marcus By Goldman Sachs, Goldman Sachs Bank USA, and Goldman Sachs Bank requesting money from me. I responded and sent Marcus By Goldman Sachs, Goldman Sachs Bank USA, and Goldman Sachs Bank a Notice to Validate the debt claimed that I owe. Marcus By Goldman Sachs, Goldman Sachs Bank USA, and Goldman Sachs Bank ignored my requests to validate their account on XX/XX/2020. Marcus By Goldman Sachs, Goldman Sachs Bank USA, and Goldman Sachs Bank received 3 notices to 3 different addresses via certified mail. Marcus By Goldman Sachs, Goldman Sachs Bank USA, and XXXX XXXX Bank failed to provide proof of contracts explaining why they feel like I owe them anything. This account has been updated each month with the 3 major bureaus and has not been validated This account has been charged off 28 times.
Company Response:
State: SC
Zip: 29644
Submitted Via: Web
Date Sent: 2020-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-27
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/20, I was charged {$130.00} on my Goldman Sachs Apple Card with the description " Apple XXXX XXXX. '' I did not have any receipt for this charge, and I did not purchase anything from the XXXX XXXX, however I was in the store on that day to pick up an online order and turn in a trade-in for an Apple Watch. I contacted Apple Support on XX/XX/20 to ask what the charge was for. They did not know and directed me to the XXXX XXXX on XXXX XXXX or Goldman Sachs. On XX/XX/20, I spoke with the XXXX XXXX on XXXX XXXX ( XXXX XXXX XXXX, CA ). The manager, XXXX, said she did not know what the charge was for, but she did not see that I purchased anything. She recommended I contact Goldman Sachs. I called Goldman Sachs. They did not have any additional information, but they helped me file a dispute for the charge. On XX/XX/20, I received an email from Goldman Sachs stating my dispute was resolved in favor of the merchant, but " You have the right to see the information used in this investigation. To request a copy, please contact an Apple Card Specialist at Goldman Sachs Bank USA. '' I called Goldman Sachs on XX/XX/20 to request this information, but they did not have anything to give me. In fact, they didn't seem to be aware of the dispute. The person helping me named XXXX stated that I can file another dispute, but if I didn't have any additional evidence to provide, the claim would likely be resolved the same way. I asked her what I could possibly provide as evidence that I *did not* make a purchase, and she said she didn't know. So Goldman Sachs is not resolving the dispute in my favor, they are not providing documentation used to reach their conclusion, and they are not offering any other options for me to resolve the issue.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have been a customer of Marcus By Goldman Sachs for over two years and currently have Savings and CD accounts with them. I recently encountered an issue caused by their malfunctioning mobile application but did not get any resolution from them up till now, even after many hours of calls/chat with their Customer Service agents since XXXX ; therefore, I am filing my complaint to address my concern on their data collection process, non-transparent usage afterwards, refusal to provide written statement on acknowledgement of the issue, and lack of timely resolution of the problem. Details on the progression of the issue are explained as follows : XX/XX/2020 ( late evening PST ) I logged into my Marcus mobile app. As soon as I logged in, I noticed a popup modal requesting to confirm my country of citizenship. As I was reviewing the details in the popup, it suddenly disappeared. I immediately called Marcus Customer Service to report about the issue I encountered. I found out it was outside of their service hours and made a note to call them the next day. XX/XX/2020 ( next day ) I called again Marcus Customer Service to report the issue. I got connected to an agent so I explained what happened the day before and asked the agent to check the information on my country of citizenship. Surprisingly, agent explained that the citizenship in their system is different now compared to what was in the system prior to XX/XX/XXXX. The agent acknowledged that this discrepancy was due to the issue I faced the prior day with the popup I received in my mobile app. I immediately requested the agent to revert back to how it was before, to reflect the correct country of citizenship, XXXX. The agent went ahead and updated as per my request and then confirmed that he made the fix in their system with the correct country of citizenship information reflected. I also requested a custom letter to be sent out to confirm that the fix was made correctly for future records. The agent mentioned it would take 7-10 business days for them to send out the letter. XX/XX/2020 ( 11 days passed ) I still did NOT receive any letter from Marcus on the above mentioned issue at the time. So I called Marcus Customer Service again to inquire about the status of the custom letter that was supposed to be sent out to me. The Customer Service agent said the custom letter was approved but waiting to be sent out as Marcus has two internal system and the country of citizenship fix was correctly done in one system, however, the other system was not fixed correctly yet. The agent mentioned once the technical issue is fixed on the other system that is not fixed, they will mail the letter. XX/XX/2020 ( 42 days passed ) I still did NOT receive any letter from Marcus. I called their Customer Service again and inquired about the status of the letter and the fix. The agent said that the technical team is still working on the problem and they dont have any ETA on when they will fix the problem. I requested the case to be escalated and requested immediate resolution. XX/XX/2020 ( 53 days passed ) I still did NOT receive any letter confirming they have fixed the problem. I called Marcus Customer Service again to ask the status. The Customer Service agent provided the same answer that technical team is still working on the fix and theres no ETA. I asked the agent to share details on what the impact would be for having incorrect information in one of their system. The agent declined to provide any details in written letter on how the impact will be within Marcus and to parties Marcus is sharing the information with, which I am entitled to know under XXXX as a California resident. The agent also advised not to call back anymore and they will only call back once the technical issue is resolved. On the day of writing this complaint, it has been 53 days and counting without any resolution nor any ETA nor a written clarifying explanation on the impact of the delayed fix on the issue for the customer, which was caused because of Marcus system failure.
Company Response:
State: CA
Zip: 94568
Submitted Via: Web
Date Sent: 2020-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A