Date Received: 2020-11-17
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Transaction for on XX/XX/20 XXXX XXXX in the amount of {$150.00}. Advised company transaction was not authorized. Representatives are extremely, rude, and unhelpful. Number called XXXX s/w XXXX at approx. XXXX XXXX on XX/XX/20. Refused to provide a supervisor and the number to corporate.
Company Response:
State: NY
Zip: 11231
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Dear Sir or Madam, I have an AppleCard with Goldman Sachs that I pay the balance on in full each month. On XX/XX/2020, I received two separate refunds totaling {$440.00}. I contacted the company on five different occasions to inquire as to how the credit balance on my credit card would be handled seeing that there was no balance on the card to offset this credit. Initially I was told that the credit would not be refunded as there was a purchase for an XXXX XXXX made with 24 monthly installments for 0 % interest. I was told that the credit would go to pay all but {$7.00} for the XXXX XXXX. I then made a payment of {$7.00} to pay my balance in full. Several days after my initial contact with Goldman Sachs, the credit amount to my credit card still showed as - {$440.00}. Additionally, the AppleCard app showed that I still owed an unpaid balance of {$440.00} for my XXXX XXXX. I called again and was transferred several times between customer services agents. I ultimately spoke with a Apple Card supervisor. During this phone call I was told that there was a system issue which prevented the credit balance from being applied to the monthly installment plan for the XXXX XXXX I purchased. The supervisor put in a ticket to try to resolve this issue, and assured me that the credit balance would be applied for the full amount of the remaining XXXX XXXX balance. Several days later, the credit and monthly installment balances still remained unchanged on the AppleCard app transaction history. I contacted Goldman Sachs again and asked to speak directly with another supervisor. This time I was told that the credit could not be applied towards the XXXX XXXX purchase that I had made due to limitations with their system. I was told that I would be receiving a refund for {$410.00} to my bank account which was linked as a payment account for my AppleCard. The amount of the refund was {$30.00} less than the original credit amount because there was a recurring charge to my credit card account which posted to the account. The original credit amount was no longer sufficient to pay off the remaining balance of the XXXX XXXX. My plan was to wait until the refund posted to my bank account, and the pay off the total balance remaining on the XXXX XXXX installment plan. Unfortunately several more days past while waiting for the refund to post to my bank account which is the linked payment account for my Goldman Sachs AppleCard. No refund was ever issued. I called AppleCard customer support with Goldman Sachs again and asked to speak directly with a manager. This time I was told that no refund would be issued. I was also told that the credit balance on my credit card could not be applied as payment for the XXXX XXXX. Additionally, I was told that I would have to spend all of the credit amount first by making purchases with my credit card. Only after I spent all {$410.00} of the remaining credit, would their system update and allow me to the pay the balance of another {$410.00} for the XXXX XXXX. In essence I would have to spend {$830.00} in order to be made whole with my credit and in paying off my XXXX XXXX balance. Lastly, I was told that I could do nothing to close the account until the XXXX XXXX was paid for in full. Because of the glitch in the AppleCard system, I am unable to pay the remaining balance on the XXXX XXXX purchase until all of the credit I have on the credit card is used up in full. This whole situation makes me question whether I am being taken advantage of by Goldman Sachs. It seems to me if I received a refund for a product or service that I no longer want, I should be able to use that money to pay off another purchase that appears on the same credit card. The credit card vendor should not be in a position to force a customer to engage in additional spending and debt to use a credit like in this situation. Whats more is that I am being forced to spend twice what the original refund that was made to my credit card just so that I can have a {$0.00} balance on the credit card. I never once asked Goldman Sachs for a refund to my bank account. All I was hoping to do was in paying for the remaining balance on the XXXX XXXX I had financed on a monthly pay schedule.The cash refund was originally offered by Goldman Sachs as a workaround due to the limitation of their online system. This offer was later rescinded without any notice or explanation. In fact, with the last interaction with the Goldman Sachs manager ( her name was XXXX ), she told me that neither she nor Goldman Sachs as a company would be accountable or responsible for any earlier promises that were made in trying to rectify this situation. I interpreted this statement as they could say or do anything they wanted and later change their minds without reproach. I truly believe that this manager and Goldman Sachs are forcing me to spend more money in using a credit that was issue to me rather than apply it to another purchase that was financed with monthly payment using this same credit card. This seems inherently wrong. I would ask that the person reviewing my complaint look into these practices at Goldman Sachs and AppleCard as I have exhausted all avenues at my disposal in handling this issue as a consumer. Thank you for your time taken to address my concerns.
Company Response:
State: ID
Zip: 83642
Submitted Via: Web
Date Sent: 2020-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On three dates, my bank statement showed ACH payments to Goldman Sachs BA Collections, as follows : XX/XX/2020 for.. {$100.00} ; XX/XX/2020 for.. {$940.00} ; XX/XX/2020 for {$1700.00}. None of these payments we authorized by me.
Company Response:
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2020-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-16
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I was a XXXX XXXX XXXX at the time, under XXXX, without a job when I received the XXXX ( {$400.00} ) and Apple Card ( XXXX ). I have XXXX XXXX XXXX, and suffer from XXXX. At the time had been experiencing a XXXX XXXX where I spent unnecessary money and could not help myself, this was especially apparent with the Apple Card. There is another card ; Wayfair ( XXXX ), with XXXX XXXX that I can not pay. During the pandemic, starting in XXXX, they made efforts to stop the accruing of interest. Although I expressed to them multiple times that this was a debt I could not pay as I was a XXXX XXXX, without a job. They gave me the contact information for XXXX, a debt consolidation program. Hopeful, I signed up with them, only for XXXX to inform me that Apple does not participate in this program. XXXX has not heard from XXXX at all, so whether or not they participate is unknown. I am XXXX years old currently, and my mother has been assisting me with the payments, completely. I am unemployed, unable to work due to the XXXX XXXX and working with XXXX XXXX professionals to receive social security benefits. My condition has hindered me in multiple ways, even preventing me from attending school this year.
Company Response:
State: NY
Zip: 10451
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have had multiple issues with Goldman Sachs Apple Card. First being that Goldman Sachs declines multiple attempts to make a legitimate purchase at the retailer XXXX. Second the customer service representatives were ill prepared to handle calls related to declines related what they call " suspected fraud misuse ''. After verifying that these attempted charges were correct and actually attempted by me the card holder eight times and while assisted by Goldman Sachs customer service, the charges were still declined. Goldman Sachs then followed up with a restriction on the account for an unknown reason. Goldman Sachs also stated they did not have a way of issuing a letter stating that my account was closed after I requested that they close the account. I believe that the company my be bordering predatory practices with their business practices.
Company Response:
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2020-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The apple app crashed where my payments were being made via auto-bill and I was not able to make my payments for XXXX and XXXX of this year. I reached out to the company but it took two months for them to resolve this issue with the app. The company was notified and were aware of this payment issue. However, they never notified me of this app issue causing late payments on my credit report. I now can not get approved for a mortgage because of these marks on my credit. The company will not help me with this unfair situation.
Company Response:
State: CA
Zip: 92707
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-10
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: This item is appearing on my credit reports whereas I had not intended to have this product. Once I found this card in the mail I had immediately contacted the company that it is not a product I intended to apply for. I had never activated the card and requested from the company it be closed and deleted from my credit reports. The agent said that it will not be reported since I had requested closure within 30 days. APPLE CARD/GS BANK USA XXXX StatusPaid, Closed/Never late. Account TypeCredit card Balance- Date Opened XX/XX/2020 Dispute
Company Response:
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
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: When Apple announced its new XXXX XXXX XXXX XXXX, I, being the huge Apple fan, decided I would order one. I placed an order for a stainless steel XXXX XXXX on the XXXX of XX/XX/2020. So as to not burden my finances with a massive purchase, I opted to use my Goldman Sachs Apple Card, taking advantage of the 0 % interest payment plans available to Apple Card holders on certain Apple products. Being the impatient one that I am when it comes to getting the newest Apple gadget, I wanted to see if there was a possibility of getting an Apple Watch at the local Apple Store, so I canceled my initial order on the XX/XX/XXXXof XXXX ( order number XXXX ), and placed an order with the hopes I could pick one up in person on the XXXX, when they became available in stores. So the morning of the XXXX, I placed an order ( XXXX ), again using the same method as previously mentioned. I picked up the watch that afternoon/evening, and thought all would be well. Unrelated, the watch from the latter order ended up being defective, forcing me to return it. When the Apple Card is used for 0 % payments over 12 or 24 months ( depending on the product ), the total amount of the device is removed from your available credit. In this case, {$820.00} ( {$740.00} for the watch, {$79.00} for XXXX ). While I don't necessarily LIKE that, I understand that Apple and Goldman Sachs want to limit their losses, and do things that way- it isn't the basis for this complaint. My complaint stems from the cancellation/return of the above orders and not getting that available credit to appear back in the Apple Card app. When I first observed that the cancelled/returned watches weren't immediately reflecting in my available credit, I wasn't at all concerned, as sometimes it takes time - I was willing to wait. I was fortunate enough to see the second order I had placed ( order ending in XXXX ) had been refunded to my card, and the installment plan had been removed from my card. However, the first order ( ending in XXXX ) didn't drop off within the expected 5-10 days. On XX/XX/2020 at XXXX Arizona time, I chatted in using my XXXX, and was advised the installment payment plan was just waiting to be updated, and that I should see it shortly. On XX/XX/2020, at XXXX, I chatted back in ( with someone named XXXX ) to get an update, as the balance still showed as being on my card - she ended up transferring me to an Apple Card rep at Goldman Sachs , who again advised that the transaction would be removed from my card in 8 to 10 days from the return - so I assumed at the end of XXXX. On XX/XX/2020, at XXXX Arizona time, I chatted back in again ( with XXXX XXXX who is an Apple Card supervisor ), inquiring about the status of this transaction falling off, as it was well beyond the 10 days I was told it would disappear. When I explained to her what was going on, she told me my concern was transferred to their technical support team, and that I needed to allow 1-3 business days from then to be in touch. Well, 1-3 business days passed, I contacted Goldman Sachs/Apple Card at XXXX on XX/XX/2020 at XXXX and after an hour of being on the phone, and was told it could be as long as 30 days after the return before the installment would drop off. On the XXXX of XXXX at XXXX Arizona time, I called again, only to be told that my concern had been elevated to supervisors of a technical team to address. On the XXXX of XXXX, at XXXX Arizona time, I called again, making another inquiry ... only to be told it was technical in nature, and that it was being addressed. My last communication with Apple and Goldman Sachs occurred on XX/XX/XXXX, at XXXX Arizona time, where I was put on hold, transferred, and after 46 mins, told that AGAIN it was a technical issue, and it was being worked - but there was no date of resolution. It is extremely frustrating that now, 45 days after the return of the most recent watch purchase, my available credit is still reflecting {$820.00} as being unavailable, when it should be.
Company Response:
State: AZ
Zip: 85747
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: I have been forced to apply for t he Apple Card ( Goldman Sachs ) eight different times due to Goldman Sachs inability to verify my identify even after I have provided official government identification and personal information only I could and would know. When applying for the Apple Card, Goldman Sachs does not deny or approve the application. Goldman Sachs simply informs me that they are unable to verify my identity and requests me to fill out another application immediately for approval. Customer service agents at Goldman Sachs are not given the tools to identify issues related to system errors. I have reached out to Goldman Sachs on numerous occasions and have been given extremely poor customer service. Goldman Sachs also refuses to comply with federal law and provide an approval/denial/fault letter as per federal law. The Fair Credit Reporting Act disclosure as required by sections 615 ( a ) and ( b ) of that act. Forms C -- 2 through C -- 5 contain only the section 615 ( a ) disclosure ( that a creditor obtained information from a consumer reporting agency that was considered in the credit decision ). A creditor must provide the section 615 ( a ) disclosure when adverse action is taken against a consumer based on information from a consumer reporting agency. A creditor must provide the section 615 ( b ) disclosure when adverse action is taken based on information from an outside source other than a consumer reporting agency. In addition, a creditor must provide the section 615 ( b ) disclosure if the creditor obtained information from an affiliate other than information in a consumer report or other than information concerning the affiliate 's own transactions or experiences with the consumer. Creditors may comply with the disclosure requirements for adverse action based on information in a consumer report obtained from an affiliate by providing either the section 615 ( a ) or section 615 ( b ) disclosure. Optional language in Forms C -- 1 through C -- 5 may be used to direct the consumer to the entity that provided the credit score for any questions about the credit score, along with the entity 's contact information. Creditors may use or not use this additional language without losing the safe harbor, since the language is optional.
Company Response:
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
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/2020, I purchased a XXXX XXXX XXXX XXXX carpet cleaner from XXXX XXXX XXXX for {$190.00}. Payment was made via XXXX with my Goldman Sachs Mastercard as the funding source. On XX/XX/XXXX, when I did not receive a shipping confirmation from the vendor, I replied to the order confirmation email inquiring if the carpet cleaner had shipped. After waiting 3 weeks for a response, I filed a claim with XXXX on XX/XX/XXXX. The claim was denied on XX/XX/XXXX because, they said, the seller had provided shipping confirmation. My XXXX statement shows the charge was made to my account on XX/XX/XXXX, the day the order was placed. However, payment was NOT made to the company, it was made to an entity named XXXX with a seller name of XXXX XXXX XXXX and an email address of XXXX. The shipping information indicates it was shipped on XX/XX/2020 via XXXX which, coincidentally is the same date XXXX denied my claim. The XXXX tracking number provided by the seller is XXXX. I went to the XXXX site and entered this number and it shows the item was NEVER DELIVERED. It also showed the weight of the package at 13.6 lbs. The unit weighs 26.3 lbs per the manufacturer. Per the XXXX website, it seems to have gotten lost somewhere in XXXX, PA It has been more than 120 days, so this information is not readily available on the XXXX website, but I do have a screenshot that I can provide ( see attached ). In addition to the suspicious name change and offensive email address, when you try to go to their website now, it seems it has been taken down. My virus protection software cautioned me not to proceed beyond the warning window. I have made 1 failed attempt with XXXX and 3 attempts to resolve this issue with Goldman Sachs and provided proof of all statements made above. They continue to refer it to their " disputes team '' who have rejected it twice based on the same doctored pdf document provided by the vendor showing that XXXX delivered the item.
Company Response:
State: NJ
Zip: 07470
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A