Date Received: 2020-11-04
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Today, XX/XX/20, I applied for an Apple Card by Goldman Sachs Bank USA. I was denied and the only reason stated was " You have recently been past due. '' I immediately pulled a XX/XX/XXXX credit report since that is the report that was used in determining my eligibility. My XX/XX/XXXX report doesn't show any late payments. I even went back 2 years. I also called XX/XX/XXXX to ask if they saw anything different. They confirmed that they also did not see any late payments reported. So, I called Apple Card by Goldman Sachs Bank XXXX XXXX XXXX and asked this issue to be looked into further. The Apple Card manager from the XXXX XXXX XXXX XXXX of the President department that I spoke to, XXXX, said this issue couldn't get escalated nor investigated. I asked him what exactly " recently '' meant in their terms and he said he wasn't allowed to provide any specifics on the definition of what " recently past due '' meant.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-02
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: Attached you will find screenshots pertaining to my dispute which you continuously dismissed without looking over the evidence that I have which is overwhelming, If you are too lazy to look over the 29 screenshots provided. You can just open the file titled XXXX Acknowledgement which clearly shows that XXXX verified that they processed my refund. On XX/XX/XXXX I made a purchase utilizing my apple card on XXXX. The purchase was from a third party seller. I never received my item that I ordered. Instead of going to Apple Card Support. I initiated a A-Z claim on XXXX which would allow me to resolve the issue with the seller. The seller told me to deal with XXXX who would then conduct an investigation. I contacted them multiple times and have screenshots of all the correspondences which will be attached for your reference. I then opened a dispute with Apple Card in order to get this resolved. They never asked me for evidence and I got the dispute resubmitted 3 times all hoping that they would ask for my evidence which clearly shows that I was supposed to be refunded by XXXX. One screenshot even has an XXXX employee who sent an email confirming that they refunded me the full amount on XX/XX/2020. I called XXXX Support and spoke to XXXX who confirmed to me on the phone and also provided me an email for Goldman Sachs ' reference. It appears that my dispute was repeatedly denied without asking for any evidence. Since Goldman Sachs refuses to ask me for any evidence. I find it necessary to open a CFPB complaint against them so they can look over my information. I reiterated to them that I have clear and concise proof that a refund was supposed to be issued to me. Most recently, today I was reffirmed to have gotten the refund. The first screenshot shows an XXXX representative stating explicitly that an additional refund is not possible which implies that a refund was processed. Otherwise, they would not have used the word additional.
Company Response:
State: CA
Zip: 95020
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-01
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I was approved for an Apple store card on XXXX at XXXXXXXX XXXX MST, the very next morning I received a promotional email stating new Apple Card users that spend {$75.00} at XXXX stores on their new Apple Card before XXXX within 30 days of opening their Apple Card would receive {$75.00} cash back. In their fine print that i discovered it says only on new accounts opened on XXXX thru XXXX which is very misleading as the email offer states only that it must be purchased before XXXX and within 30 days of opening the account, which my account wouldve qualified for. Its false advertising and the fact that they sent me a promotion to my email for which I was already approved for the account the very next day, a promotion that I wasnt eligible for, is a total bait and switch and if people approved the day before like myself hadnt sought out the fine print, they wouldve made an unnecessary {$75.00} purchase to take advantage of the promotion only to discover they wouldnt receive the {$75.00} cash back. The promotion and the fine print are contradictory and misleading.
Company Response:
State: UT
Zip: 84041
Submitted Via: Web
Date Sent: 2020-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-29
Issue: Getting the loan
Subissue:
Consumer Complaint: I have recently applied and was approved for a personal loan with Marcus by Goldman Sachs. I was lured to their website via a marketing affiliate that they have. My goal was to use the funds approved to pay off another lender with whom I currently have a personal loan with. I went thorough a two step process of first getting prequalified and formal application for approval. In both of the steps, I was NOT disclosed or fully made aware that I can only use the funds to payoff a limited number of lenders or banks they they work with. I only came to knowledge of this information after receiving approval and when I attempted to set up the lender so that they can pay them directly, which is a requirement. I contacted their customer service and they advised that the only option I had was to pay off other lenders that are on their approved list or withdraw my application. I was not even offered the option to lower the amount of the loan since I had other debt obligations that I could use the funds to payoff or direct deposit to my bank so that I can use the funds to pay the other lender. I believe this " bait and switch '' practice is truly unfair and in violation of fair lending requirements. Please take my complaint seriously and investigate this further so that they can stop to deceive more borrowers.
Company Response:
State: MD
Zip: 208XX
Submitted Via: Web
Date Sent: 2020-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-28
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: SOMEONE STOLE MY ID AND SOCIAL ALONG WITH OTHER PERSONAL INFORMATION TO OPEN UP ACCOUNTS IN MY NAME FRAUDULENTLY. I HAVE ENCLOSED MY POLICE REPORT AND ID THEFT REPORT.
Company Response:
State: TX
Zip: 77096
Submitted Via: Web
Date Sent: 2020-10-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I purchased a new computer from the Apple Store using the Apple Card by Goldman Sachs expecting to receive the heavily advertised 0 % financing offer. Instead the charge immediately began accruing interest. I contacted Apple Card support and they told me I could either return the computer ( which was needed ) and repurchase the item or have a manager fix it. I asked for the latter and received no response for several weeks. At that point I called again and was given the same options. Once again I selected the latter and once again received no response. I called a third time and when offered the two options decided to try option 1. After waiting on hold for over 30 minutes I was told that option was no longer possible due to the time that had passed. Back to option 2. This was 2 weeks ago and I have yet to receive a response. I normally pay my bill in full every month and was assured that the interest charges would be reversed. I have now been charged in excess of {$100.00} in interest and have lost hope the issue will ever be resolved. Thank you
Company Response:
State: CA
Zip: 95521
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-25
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: On XX/XX/2020 I placed an order for a new XXXX with XXXX. During the checkout process I was offered an XXXX XXXX XXXX for interest free financing. I decided to apply for this card during the purchase. I began the process on my personal phone ( but purchasing for my wife ) but during the trade in process, it seemed to want to trade MY device, not my wifes. To make this process easier, I switched to my wifes phone to complete the purchase and apply for the XXXX XXXX XXXX. I put all of MY information, had to send in pictures of MY drivers license, proved MY phone number, MY social security number, and Goldman Sachs ran MY credit. Nowhere during this entire process did it mention that I need to use MY device so it is linked to my XXXX ID and phone. After the purchase I noticed I could not add the card to my phone. I contacted Goldman Sachs who told me I was unable to add MY card to MY phone. It will forever only be accessible via the physical card or my wifes phone. They are not able to switch the email associated with the account! So now I have a credit card with a financing agreement in place for TWO YEARS before I can close the credit card, but I cant even see my bill for my credit card which reports to my credit report on my phone. Apparently there isnt any way to even pay your bill outside of the linked XXXX ID. How can this be legal? How is this right? What if I had used a public phone to complete the purchase without any warning from XXXX or Goldman Sachs that any random person would have full access to my credit card and account info, but not me.
Company Response:
State: NJ
Zip: 08816
Submitted Via: Web
Date Sent: 2020-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I got a notice on XX/XX/2020, supposedly from Goldman Sachs, that an Apple credit card in my name and address, had a balance and asking me to settle the balance. I informed the Goldman Sachs Apple Card Specialist at XXXX that I had never had an Apple credit card, although I have been using XXXX devices for many years, and that in all probability my Apple ID must have been hijacked. The analyst wanted my date of birth and contact information which I provided but I declined to give the last 4 digits of my social security number since I was not altogether sure that this wasn't some sort of scam by an adversary of the United States, where I am a citizen. I have since changed my Apple ID password to be even stronger than before but I am perturbed that XXXX and Goldman Sachs do not utilize verification mechanisms such as two step authentication before allowing such credit transactions to go through. This hole in the secure use of apple credit cards at merchants is very disturbing. I have made a written complaint to the FTC but am also entering it here so that action can be taken to prevent innocent uses of XXXX mobile devices from having to pay for transactions that they are not responsible for.
Company Response:
State: NC
Zip: 27519
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-24
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Funds from sale of our home were deposited into Marcus-Goldman Sachs ( hereby Marcus ) savings account in XXXX. It was indicated to Marcus that this will be used in the future to purchase a home in XXXX - hence the account is labeled as " XXXX Marcus ''. A first attempt to transfer funds ( {$120000.00} ) to a 'personal account ' at XXXX XXXX XXXX , listed in my name, was made XX/XX/XXXX. This was reversed by Marcus on XX/XX/XXXX. A 2 hour phone call was made ( long distance from XXXX ) on XX/XX/XXXX. I was told, after having given all the security information, as well as participate on a conference call to XXXX XXXX XXXX XXXX, that it would be 1-3 business days for these funds to be transferred. To date, XX/XX/XXXX, no funds have been transferred. Note, I asked why it would take this time since I had already linked the accounts. The last representative I spoke with indicated it was because I had asked to have the account closed after the transfer was made. My 2 hour phone call consisted of dropped calls, being transferred to at least 6 different employees, whereby I was made to repeat myself. I am now having to make plans to fly back to the states to make sure these funds are transferred. I have paid earnest money on a home in XXXX, that I will lose, if I can not come up with the remaining amount within the agreed upon timeframe. One last note, I am currently using a cell phone that works in XXXX. In wanting to keep my account updated, I had attempted to add an alternate number, but their software does not allow for a overseas/XXXX phone number. I have statement photos of transactions, etc. as well as audio, of information noted above. With Respect, XXXX XXXX
Company Response:
State: OR
Zip: 97520
Submitted Via: Web
Date Sent: 2020-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-23
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: XXXX account keeps calling 4 to 5 times a day, saying XXXX account has been compromised. I asked them to stop calling.
Company Response:
State: FL
Zip: 33458
Submitted Via: Web
Date Sent: 2020-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A