Date Received: 2020-09-01
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 have a successful dispute, I have spent the last 2.5 months trying to get this resolved with Apple/Goldman and even after getting their email that my dispute was successful, they refuse to credit my account. The item I ordered was being shipped to a bad address. I notified Apple before it was shipped and they said they would cancel the order and I would have to reorder the item because they said they where unable to update the shipping address. I was told the item would be returned to Apple. So, I reordered the item and it was sent to the correct address. Apple did not cancel the order. It was delivered to the bad address. I was sick paying for both items. They finally resolved my dispute but yet they have not and will not credit me and are still charging me for the item.
Company Response:
State: AK
Zip: 99801
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Hello, I have Apple card, it is issued by Goldman Sacks. 2 weeks ago, on XXXX os XXXX, Apple put restrictions to my card and did not explain anything. they do not allow any transactions, and I got several subscription services in jeopardy because of non-payment. my credit score is XXXX. I chatted with apple card support several times and tried to get any information about what is going on - they ignore me. they only write " we investigate the matter ''. I paid in full before the monthly statement to avoid any hassle and decided to close this account out. They never responded what kind of matter they investigate, and worse - they do not allow me to close my account out. two days ago XXXX refunded XXXX USD to this card and current balance is negative, technically, they owe me money, but they ignore me anyway. they do not respond to chat, they do not provide a call number for a call and they keep my money. I want to get rid of this nonsense card, but they do not allow me to close it, although it is they who owe me money. Apple card is a fraud.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This complaint is about Marcus, an online savings account affiliated with Goldman Sachs. On XX/XX/2019, I attempted to use the banking web site to transfer money from my savings account to another financial institution. Marcus ' web site told me that the transaction was in progress and would be completed within 3 business days. On Monday, XX/XX/2019, I attempted to access my Marcus account online and was told by the web site that it was locked and I needed to call the company during XXXX XXXX ET to XXXX XXXX ET. On Tuesday, XX/XX/2019, I phoned XXXX to regain access to my account. I was placed on hold for 54 minutes while XXXX allegedly attempted to verify my external bank accounts. My external bank accounts had been linked to XXXX months earlier and had successfully transferred hundreds of thousands of dollars to XXXX months earlier. During the lockout period, I was unable to look at statements or any information related to my account, which is all relayed to me electronically.
Company Response:
State: WA
Zip: 98027
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft. Due to Goldsman Sach USA last response to my complaint ; " Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA ( the Bank ), received the above referenced complaint via the Consumer Financial Protection Bureau ( CFPB ) Complaint Portal on XX/XX/XXXX. We appreciate the opportunity to address the issues raised by XXXX XXXX XXXX ( Mr. XXXX or the Customer ) and the CFPB. Mr. XXXX complaint alleges that a personal loan ( the Loan ) was opened with the Bank on XX/XX/XXXX without his authorization or knowledge. The Bank conducted an investigation into Mr. XXXX complaint and determined he remains liable for the Loan. According to our records and investigation, the Bank successfully verified the Customers personal and account information with our procedures during the Loans application and origination. Additionally, the nine ( 9 ) successful payments made towards the Loan came from the same external account that the Loan funds were disbursed to. The Bank has verified that this external account was owned by the Customer. Given the payments to the Loan, as well as the Banks confirmation of the information provided at the Loans application and the consistency of which this information ties to the information independently provided by the Customer, the Bank has determined that the Customer remains responsible for the Loan. A response to this complaint was sent directly to the Customer. Based on the above details, we kindly request this complaint be closed. '' I have received my XXXX XXXX account with XXXX Bank statements used to open the account for the loan was in deed FRADULANT. Under The Fair Credit Act. I request that Goldmans Sachs Bank USA send confirmed authentic copies of the information used to open the fraudulent account in my name. This includes, Emails, Bank Statements uses to apply for the loan, Payment history for the account and any other information regarding the fraudulent account. I have my XXXX XXXX Copy of banking history I would like to validate Goldmans Sachs USA information. Under The Fair Credit Act, and my rights that I am exercising under this act, you are required by law to send all information on the fraudulent account to support your claim.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2020-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: Personal Loan from Marcus by Goldman Sachs paid off with XXXX Credit Card online transaction. Paid from XXXX site to Marcus on XX/XX/XXXX with quote from that day from XXXX, {$2900.00}. Marcus continued to bill after pay off. Claimed not paid. XXXX ticket on missing e-pay filed XXXX. XXXX says pay off accepted electronically on XX/XX/XXXX. Marcus continues to bill me. Recent request is interest only payment of {$30.00} and their representatives say that I " mailed to wrong address '' and that is why there is more interest after I made the payment. The transaction was made electronically, no address is given on Marcus billing statements for pay off and XXXX site has no request for address of loan provider on their application. Marcus claims I am late and also threatens my credit score with this unpaid interest they claim accumulated from XX/XX/XXXX until XX/XX/XXXX ( when Marcus claims to have received it ). Requests to waive this " interest after pay off '' is denied ( transaction done electronically online, not mail ) and requests to alter it to 4 days ( XX/XX/XXXX to XX/XX/XXXX ) are denied.
Company Response:
State: NY
Zip: 14207
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
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 have had ongoing issues with this company. First I had close to XXXX worth of fraud charges done in 8 separate transactions on my card XX/XX/20. I immediately called and had the card locked. In another complaint Ive issued they had done ever provisional credit incorrect and I had to call countless times to get them to fix. Finally those were put on my card. On XX/XX/20 I get an email stating Ive withdrawn one of the disputes in these fraud charges of {$190.00} and since I have withdrawn it would be in favor of merchant and it was put back on my card. I NEVER withdrew. I immediately called when receiving that email and they said of course I didnt they would issue the dispute again. They have not and it is still on my card. Payment is in 4 days and it will hit my perfect credit history. Attached is all of these transactions and the total about from this merchant. Adding all together and subtracting the XXXX they have taken out they have not given me back full correction adjustments. I have yet to receive a call back from their escalation team and complaint department that I was assured would be calling me because of how many things Ive had to go through and beg to fix.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
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: Here is a copy of the certified letter I sent to XXXX XXXX Apple Card : XX/XX/2020 Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Case # XXXX I am writing in regards to the above case number. On XX/XX/2020 I had my identity stolen by way of my mobile phone number, ( XXXX ) XXXX, being ported out by a scammer. They moved my number to a burner phone and were able to access my XXXX ID which gave them access to numerous passwords and the ability to use XXXX XXXX as if it were theirs. They went on a spending spree in XXXX XXXX XXXX using Apple Pay and my Goldman Sachs XXXX XXXX. I immediately contacted your company to report the fraud. I made a report to the XXXX Police Department on XX/XX/XXXX, case # XXXX. During the month of XXXX there were approximately 143 transactions which included your company reversing the charges on a majority of the fraudulent charges. A balance of approximately {$1400.00} remained on the account and over the course of the past 6 months I have been in contact with your company via phone or text through the app. Every month I have been told that the charges were still being investigated. Every conversation is supposedly recorded so please feel free to go back and check. I recently received a letter in the mail stating again that I was late and was being reported to the credit bureaus. Yesterday I spoke with XXXX in the fraud department. She stated that my case had been closed in XXXX and found in favor of the merchant! I checked XXXX and you reported me as being late for 3 months and dropped my credit score by 60 points. This is completely unacceptable. Per Federal Regulation Z you are required to prove that the transactions were not fraudulent You have not done this. In fact you cleared up every other fraudulent transaction except this last one to the XXXX store. Also per Regulation Z you can not report this as delinquent while this transaction is in dispute AND it is still in dispute as I never made or authorized any of these charges, including this one for {$1300.00} on XX/XX/2020 Ref # XXXX. AGAIN, you have never proven this transaction was authorized by me. I find it interesting that you agreed all the other charges were fraudulent and credited me for those fraudulent transactions processed during this time accept for this one transaction, XXXX, that is associated with your XXXX credit card! Per my federal rights I am demanding that you immediately credit my account for this fraudulent transaction ( or transactions if there were more than one ) and clear my name and credit report with the credit bureaus. I find it disheartening that a financial institution such as yourselves are resorting to shady business practices in an effort to defraud your cardholders and save a buck. I am beyond frustrated in dealing with you, with this dispute, since XXXX. If this is not resolved immediately I will be filing a report with the Consumer Finance Protection Bureau.
Company Response:
State: HI
Zip: 96753
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of identity theft. I recently learned that my personal information was used to open an account at your company. I did not open or authorize this account, and I therefore request that it be closed immediately. I also request that [ Goldman Sachs Bank USA ] absolve me of all charges on the account, and that you take all appropriate steps to remove information about this account from my credit files. The company has been notified by me via mail by me, as well by all 3 credit bureaus XXXX, XXXX, XXXX. The company has refused to dissolve me from this debt and is continuing to pursue the debt and violating federal law and my rights under The Fair Credit Reporting Act, 15 U.S.C. 1681. Enclosed is a copy of my Identity Theft Report supporting my position, and a copy of my credit report showing the fraudulent items related to your company that are the result of identity theft. [ Consumers should redact information that is unrelated to the dispute with this company. ] Also enclosed is a copy of the FTC Notice to Furnishers of Information, which details your responsibilities as an information furnisher to credit reporting agencies ( CRAs ). As a furnisher, upon receipt of a consumers written request that encloses an Identity Theft Report, you are required to cease furnishing the information resulting from identity theft to any CRA. The Notice also specifies your responsibilities when you receive notice from a CRA, under section 605B of the Fair Credit Reporting Act, that information you provided to the CRA may be the result of identity theft. Those responsibilities include ceasing to provide the inaccurate information to any CRAs and ensuring that you do not attempt to sell or transfer the fraudulent debts to another party for collection. Please investigate this matter, close the account and absolve me of all charges, take the steps required under the Fair Credit Reporting Act, and send me a letter explaining your findings and actions. Fraud Alert has been placed on a 3 credit bureaus, XXXX XXXX, Chexsystems, XXXX XXXX and other consumer reporting agencies. An unknown person has been using my identity to open bank accounts, rent houses and apartments, open credit cards, obtain loans and other fraudulent activity. They have been using my identity to my knowledge since 2016. Accounts opened fraudulently in my name includes XXXX XXXX ( XXXX ), XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX and more. There have been fraudulent addresses, jobs, businesses and telephone numbers that have been used fraudulently without my permission. Someone has been living their life for years pretending to be me, using these accounts to live a normal life while I suffer unable to buy a house, apartments, credit cards etc. as a result of Identity Theft. I also request any legal action that was taken against me for this debt be expunged and removed from my public records. I am requesting this debt is cleared from my records immediately. Failure to do so is violating law and my rights as a United States citizen under The Fair Credit Reporting Act, 15 U.S.C. 1681. Included in this complaint is also letter of acceptance from the IRS, Identity Theft Report, Identity Theft Affidavit, Copy of my U.S passport for verification.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Around XX/XX/2020 Goldman XXXX Bank ( GS Bank ) detected fraudulent activity on my savings acct. On XX/XX/2020 I was sent the attached notice that the funds subject to the fraud had been recovered. Since then I have attempted to access my account but am told by GS Bank that the account is locked. On XX/XX/2020, I sent GS Bank the attached letter requesting that my account be closed and a check along with an accounting be sent to me. Since XX/XX/2020, GS Bank has called me twice - I returned each call and each time was on hold for an extended period of time. The first time I was told the check and accounting were on the way. The second time after holding for quite a while I was told that they would call me back.. they never did. It has been over 4 months and I can not access or get an accounting of my deposit.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2020-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-25
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 laptop from Apple.com using my Apple Credit Card ( provided by Goldman Sachs ). I have had technical issues with the laptop. Unfortunately when trying to resolve my technical issues during COVID-19 all of the local apple stores and depots were closed. I tried returning the laptop for full refund given that it was not functioning as described. However given the date Apple refused to take back the purchase. On XX/XX/XXXX after receiving no resolution from the merchant ( Apple ), I went to my Apple credit card Goldman Sachs and asked them to dispute the card. I wanted to be able to return the laptop for full refund or have the full amount credited to me on the credit card given that my defective laptop was being rejected. One important reason I need a functional laptop is that I use it for work at home as a XXXX. I have both texted with and spoken to Goldman Sachs representatives for months. My dispute was closed first on XX/XX/XXXX stating that I should just return the laptop. I called that day to customer service to explain that Apple was refusing my return based on purchase date. I was told they would reopen the case with that information. The following day I was told that my dispute was again closed for the same reason. I have never been able to speak to the same person twice about this. On XX/XX/XXXX I again reached out to Goldman Sachs to speak to a supervisor to explain that Apple is not letting me return but Goldman Sachs is demanding that I return the item. This circular thinking is putting me, the customer, into a situation that I can not win. Goldman Sachs and Apple are practicing in a way that is very anti-consumer. I simply can not win the maze of auto-robot replies and constant changing of customer service individuals. To summarize simply, all I want is a full refund on my product any way possible - either returning directly to apple or as a refund on my credit card via Goldman Sachs.
Company Response:
State: OH
Zip: 43201
Submitted Via: Web
Date Sent: 2020-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A