Date Received: 2020-09-14
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Apple Card/Goldman Sachs ( AC/GS ) has failed to process valid transactions on my card, and has failed to honor commitments they made to respond to formal complaints, that I filed with a service agent. The root problem is that AC/GS declined ( for suspected fraud ) a {$100.00} purchase on {$20000.00} credit limit, did not contact me, and was unreachable for nearly 3 hours. At XXXX on XXXX XXXX I attempted to make an in-person {$100.00} purchase with my Apple Card via digital wallet. The merchant told me the transaction was declined. I tried two more times with the same result. The advertised process is that AC/GS will send me an electronic notification to my phone and and email, regarding declined transactions ; I received neither. I tried to contact AC/GS via in-app " chat '' and was told it would be 100 minutes before someone could respond ( transcript attached ). I called on the phone and was told it would be 160 minutes before I could speak with an agent. Eventually I received phone call from AC/GS agent " XXXX '' or " XXXX ''? He indicated that the transaction seemed suspicious and was blocked as suspected fraud. After a very long discussion, he took two complaints, and told me I could expect a response in 48 hours. That was 12 days ago. On XXXX XXXX I contacted AC/GS via chat for status of these complaints. AC/GS responded " we are unable to access customer information at this time. '' How is this even possible? On XXXX XXXX, a chat agent told me they couldn't provide any update on my complaints. ( transcript attached ) Apple Card 's Terms and Agreement ( attached ) include provisions to use electronic communications, including email and on-device notifications. These services appear to be unreliable. This could put me and other cardholders at risk : is AC/GS is not sending the notifications? Are notifications not being delivered? Or are they delivered to someone else?
Company Response:
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Goldman Sachs is not properly updating credit reports for their Apple MasterCard. I have been trying to have my report updated but have not been assisted by Goldman Sachs at all. My XXXX report shows a {$630.00} balance and {$3000.00} credit limit last reported on XX/XX/XXXX ( see attached ). It should show a {$0.00} balance and a {$4500.00} credit limit, Ive attached both my XXXX and XXXX statements to show I payed my balance prior to the statement being issued and bother have a {$0.00} balance. Also heir representatives are clearly not trained to understand reporting either. The first representative I spoke with there told me that I simply needed to wait longer - even though my statement had cycled and it should have been reported already. The second employee I spoke with ID # XXXX just stated she would submit a dispute with XXXX, which makes no sense because they are the reporter and as such would just report correctly, not dispute their own information. All she could offer after was to note they needed to do a better job reporting, to whom this note would go is unknown as again, they are the reporters ( see attached ). This is unacceptable. It is now XX/XX/XXXX and I've had to enter my second dispute with XXXX ( who botched the first dispute ) to get this updated as it is still wrong, previously I had to file a complaint with XXXX for a similar issue. Goldman Sachs needs to be updating with the credit bureaus every 30 days. By not regularly updating credit reports, it harms the credit of borrowers who have paid off balances and/or had credit limits increased.
Company Response:
State: NY
Zip: 10036
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-07
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: To my understanding, when I signed up for an Apple Card in an Apple store, Apple automatically setup the account to be both paperless and to go to the email that is my AppleID. I don't use this email as anything but my Apple ID. That said, I payed off my account for that original purchase of an ipad in late 2019. Then sometime before XXXX the Apple Card became the default card for itunes/app store payments - it's unclear to me how - maybe automatically when the previous credit card expired? This lead to two unaccounted for app purchases for {$13.00} ( likely my 6yo daughter ) in XXXX not being realized until XXXX. While the Apple Card is supposed to be managed in the mobile device, I got no notifications or warnings or physical mail or phone calls. Only the emails to an email address I don't monitor and don't recall choosing for the account. By then I had two late payments reported and my FICO score dropped 109 points. It's also too late to dispute the app purchases and charges. So I called Apple and they forgave the interest on the 13.72 but said they could not do anything about the late payment reports. The refunded interest charges were {$0.00}, {$0.00}, {$0.00} and {$0.00}. I'm no lawyer, but it seems to me that two late payment reports on less than {$15.00}, with questionable and lazy business practices to make sure I'm aware as a customer, and get me with two late payment reports and a resulting credit drop of 109 points seems unfair, unwarranted, and frankly far too punitive. I can obviously handle losing {$13.00} for the apps, but to impact my credit score to that degree and my ability to get a loan to buy a house with enough room to handle two parents and XXXXyo all working and schooling from home, while parenting another XXXXyo child, in the middle of a pandemic. I'm upset.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2020-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-06
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I have applied for an Apple Card which is offered by Goldman Sachs Bank USA, XXXX XXXX XXXX Branch and been denied. My most recent application for this card was XX/XX/XXXX. The text of the denial stated " Thank you for your interest in Apple Card. Goldman Sachs Bank USA has reviewed your application, and it was not approved at this time because : You have recently been past due '' However, I have not been past due on any account since XX/XX/XXXX to XX/XX/XXXX. These delinquencies are over four and a half years ago. I contacted goldman sachs and was told the information came from Transunion. I pulled all my transunion reports and they don't show any " recent past due '', XXXX agrees they haven't seen anything negative on my report since XXXX and very early XXXX. I also pulled all my other credit reports which also show no delinquencies in the last 4-5 years, certainly nothing recent. I am reporting to the CFPB because I can not get anyone at Goldman Sach 's to take a closer look at this erroneous denial letter and allow me to be approved for the Apple Card. Thank you.
Company Response:
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2020-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
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: XX/XX/2020 - I attempted charge for item online, but it was declined XX/XX/2020 - I noticed a charge on my new XXXX cycle for the amount of {$1000.00}. I contacted merchant to have it reversed, they declined. XX/XX/2020 - I opened a dispute with creditor XX/XX/2020 - I contacted creditor for update, they stated that the dispute was in process and they claimed I would receive a provisional credit, but I never received one. XX/XX/2020 - I contacted creditor to inquire about the provisional credit before I made my XXXX statement payment. I was told they would look into it and I was never notified or responded to. XX/XX/2020 - After waiting several billing cycles and 90~ days from time of opening the dispute, I contacted the creditor for the resolution. They claimed I withdrew my dispute but offered no proof or any details of that claim. They transferred me several times until they said they would pass it along to their manager. I never received the item in question from merchant. I also never received any sort of credit or reimbursement from the creditor.
Company Response:
State: TX
Zip: 75041
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This account has been opened fraudulently. I had no knowledge of this account. I didnt open this account.
Company Response:
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I closed this account ( Apple Card ) directly with Goldman Sachs around XXXX due to having several issues regarding GS 's incorrect reporting of my SSN and poor customer service. Once they froze my account for illegitimate fraud without my consent, I decided to close the account for good as that was the final straw. In fact, Apple even gives me the option to apply for the card again which means that the account was closed ( see supporting screenshot. However, the account still shows up as open on my credit report, despite submitting a dispute with XXXX XXXX already. I need this account off of all of my credit reports completely.
Company Response:
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I purchased an XXXX form Apple.com in XXXX. I signed up for the Apple Credit Card ( Goldman Sachs ) It was supposed to be interest free for 24 months. Goldman Sachs started charging me interest in XXXX ( the first full month I had the card ). I contacted them and they told me it was not set up as interest free. The representative said they would refer it to manager to see if they could switch it over to interest free. I waited a week and never heard anything. I contacted Goldman Sachs again through text. A supervisor asked me to give them a moment to review my account. That was two days ago. I have stilled not heard anything. I contacted Apple and I was told it was supposed to be interest free from the beginning. They transferred me to Goldman Sachs and there is a two hour wait time. They have already stolen {$30.00} from me and now I supposed to wait two hours to talk to someone that refuses to help me. I need help.
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
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: Disputed Transaction Details Transaction date : XX/XX/2020 Merchant name : XXXX ( XXXX ) Disputed amount : {$1300.00} Amount resolved in merchant 's favor : {$1300.00} Merchant shipped an empty box, the item was a lighter for it only weighs an ounce or two. But the box was empty without the item. The merchant also canceled a separate order on XXXX which I paid for and then provided them with this tracking number which shows delivered but again paid for but never received.
Company Response:
State: TX
Zip: 78626
Submitted Via: Web
Date Sent: 2020-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-02
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: In XXXX of 2020, my husband lost his job. I called Goldman Sachs in XXXX, to let them know I could not make the payment, and the situation. First point of failure was their operator not offering me protection under CARES ACT for XXXX, since that when the hardship occurred. Instead she let me know I was approved and to call next month if needed. She also failed to let me know, that XXXX payment was still due during this call due to NSF ( again knowing my situation I explained, she failed twice ). I called in XXXX again to ask for deferment of XXXX payment- again they failed to let me know XXXX was due, and was approved for XXXX deferment. In XXXX I noticed I was reported 30 days late for XXXX payment, I was confused as I had called them directly to ask for help under CARE ACT, I called twice in XXXX to specifically asked for BOTH my calls to be reviewed as I let them know under CRA they are required to let me know I was past due for March- and I was not notified. Also, if I miss a payment y 1 day, I start getting calls and e-mails, I didn't receive any and I have phone records to prove this. Both time they " investigated '' they failed to let me know outcome of call review, and let me know they reported me correctly. 2 issues here, I was misled to think I was on time and approved on payment under cares ACT when in fact XXXX was not approved hence the calls and emails should been sent to me for XXXX. Also, since I explained my situation occurred in XXXX, why was protection not offered to me for XXXX as well? I have immaculate payment history with them, and given the current environment we are in, they have not impacted my credit and ability to refinance my home for a lower rate to help pay my mortgage. This has placed me in immense financial hardship, and they failed to properly guide me, and notify me and further provide me with the opportunity to make XXXX payment. Im requesting frothy review of their process as it pertain to those asking for protection under CARES ACT and not mislead other consumers into thinking they are up to date on payment and/or approved for deferent when they are not, and it happened to me. I also formally request for this 30 day late to be removed as it was done so unfairly.
Company Response:
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2020-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A