Date Received: 2020-08-12
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/XXXX at XXXX XXXX an internet transaction was made for the purchase of {$540.00} at XXXX XXXX for in-person pickup. ( Image of receipt obtained from Goldman Sachs on XX/XX/XXXX, is attached with this complaint ) XX/XX/XXXX XXXX XXXX There were two charges made that day at the same time. I immediately disputed both. The smaller one for scooter rental in XXXX XXXX was reversed. XX/XX/XXXX Received a charge on my credit card for the disputed amount. I called and spoke with someone called XXXX at Goldman Sachs. I was threatened that Goldman Sachs would report me to collection agency if I do not pay the disputed amount. I paid that amount on the spot ( Apple allows payments to be made on the spot ) and canceled my credit card. In that phone call, I requested proof of the basis of their decision that this charge was not fraudulent. They did not provide that proof. XX/XX/XXXX I phoned Goldman Sachs because I received an email asking for marriage certificate or court document ( I did not see why that request was relevant to the case ) XX/XX/XXXX I phone Goldman Sachs regarding their email and they said that that was a form letter. What they required was any additional information supporting the disputed charge. XX/XX/XXXX I sent them supporting documents ( all of them are attached with this complaint ) XX/XX/XXXX Followed up with a phone call since there had been no reply from Goldman Sachs. They promised an escalation of my case. No reply for another month. XX/XX/XXXX Phoned Goldman Sachs again. They promised an escalation and that someone would contact me. XX/XX/XXXX I phoned Goldman Sachs again and spoke with XXXX. Once again requested evidence that they used to make their decision that I had made the purchase. And inquired if they had received my supporting documents. They asked me to send the documents again. XX/XX/XXXX I sent the same documents and a cover letter again ( all of this attached with this complaint ) XX/XX/XXXX Phoned Goldman Sachs again and spoke with multiple people who kept transferring my phone call. Eventually reached someone who said she was from the Dispute Department. She claimed they have proof that I had made the purchase. I asked for the proof. XX/XX/XXXX I received a copy of the signature used when the goods were picked up from HomeDepot ( attached with this complaint ) That signature that they provided as proof, is not mine. The initial order was made online at XXXX XXXX on XX/XX/XXXX as shown in the shop receipt sent to me by Goldman Sachs. I was on a flight from XXXX to XXXX XXXX with plane touchdown in XXXX at XXXX PM XX/XX/XXXX. By the time the plane reached the gates and passengers deplaned and cleared customs and immigration and picked up baggage, it certainly was not XXXX XXXX. ( airline ticket and proof of completion of travel are attached with this complaint ) I went straight home and slept. I have provided Goldman Sachs with an airline ticket, sworn and notarized affidavit, a full timeline of my travel, and witnesses to my presence at home ( sleeping ) ( all attached with this complaint ). I called Goldman Sachs again and they said they can do nothing about this and I have to take this up with XXXX XXXX. I kindly request that since I never made that purchase, this is a fraud. This is also an instance of unnecessary and unexplained delay in responding to my multiple requests to provide proof of their documentation which I hope is not an attempt to hide the fraud. Finally, Goldman Sachs 's claim that they can do nothing about this fraud is against my cardholder 's agreement. I request reparation and return of the {$540.00} to me which I paid to Goldman Sachs under threat by their agent called XXXX on XX/XX/XXXX that she would report me to a credit agency for a purchase that, I swear under oath, I never made and have provided proofs and affidavits from my side supporting my dispute that I did not make that purchase and for which the documentation from Goldman Sachs does not support their claim that I had made the purchase as the signature on their copy of the receipt from XXXX XXXX is not my signature.
Company Response:
State: CA
Zip: 91326
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I opened an account with Marcus Savings ( a Goldman Sacs company ) and transferred {$50000.00} from my XXXX XXXX account. I opened the account because it was paying 1.05 % -and my son told me it was " awesome. '' I already had a long-standing savings account with XXXX XXXX that was earning 1 % and I was very happy with it. On XX/XX/XXXX, I received an email that said the interest rate was dropped to .8 % I didn't see any reason to continue to keep that account ( I had had a few other deposits into the account as well ... ) so I immediately transferred {$50000.00} into my XXXX XXXX account. The " screen '' told me it would occur in 2-3 business days. The next day I checked my " app '' and was told I was " temporarily locked out '' and had to call XXXX to unlock my account. When I called, I was told that my account was locked until I provided them with statements from my XXXX XXXX account ; I refused -I see it as irrelevant and definitely non essential. TWO excellent banking sources I use ( one from XXXX XXXX ) told me they had NEVER heard of asking for statements for a bank account. I could get NO OTHER information from Marcus. The funds are STILL LOCKED at Marcus and I can't seem to get the money out. I sat on hold along with a Representative from XXXX XXXX for 41 minutes late last week ( probably XXXX XX/XX/XXXX ). I've tried numerous times to call but no one will talk with me or reset my account OR give me my money. I even asked for them to mail me a check but they won't help me.
Company Response:
State: PA
Zip: 17701
Submitted Via: Web
Date Sent: 2020-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2020, I transferred XXXX to an existing online Savings Account I had with XXXX by Goldman Sachs Bank. However, this bank suddenly dropped its rates from 1.05 % to 0.80 % in less than a month and I had to return my money back to its source savings account with a different bank. XXXX sent me an email message informing that the transfer was complete on XX/XX/2020 however the money never showed up at the destination bank as of today XX/XX/2020 XXXX one week )! I've tried to log in to my online account, however I was prompted by a message indicating that my account was locked and requested that I call XXXX. After calling this number multiple times I was prompted by automated messages which could not help me unlock my account. Finally, I was able to speak to a representative who was unable to unlock my account and could not reach out to a banking representative to do so. He advised that he would call me back within two business days.
Company Response:
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-11
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I am filing this complaint because I have contacted Apple Card ( general Mastercard account serviced by Goldman Sachs Bank ) over five times in the past five days and the customer service representative has been unhelpful and has failed to follow up on my concern after saying they would within a 24 hour timeframe. I received an e-mail communication from Goldman Sachs Bank on XX/XX/2020 saying that my Apple credit card was canceled ( email attached ) due to Failure to comply with the terms of the Card Member Agreement or Rewards Agreement. Upon receiving this email, I carefully reviewed all my available credit card statements and the Goldman Sachs Apple card member and rewards agreement again and first called the bank at XXXX on XX/XX/XXXX at XXXX XXXX ( pacific time ) and spoke with a representative named XXXX who attempted to find the reasoning for the account closure. Even the Goldman Sachs representative, XXXX was baffled and could not find the exact reasoning behind the closure of my account. XXXX stated she would make a notation on my account and submit it for further review. XXXX did not have the resources to help me further other than to forward my inquiry internally to another escalation level. I am not satisfied with the reason for the closure of my account because it is ambiguous and does not clearly state the specific reason of an alleged violation. It only states an ambiguous failure to comply with the card member and/or rewards terms, which is not acceptable. Attached to this complaint are all the copies of my credit card statement since this account was opened. As my account history shows, there is no activity or transaction that constitutes a violation, breach, or failure to comply with the card member and rewards agreement terms. It seems that the bank or the system that the bank utilizes has made the decision to close my account based on an unqualified arbitrary reason that is not specific, lacks a qualified reason and is certainly ambiguous. I have relationships with several other banks and unfortunately, I have never encountered such a situation where only a generalized ambiguous reason is given without any specificity nor have I ever not be given the courtesy of a notice via mail or phone call before an account closure action. This type of conduct has a negative reflection of Goldman Sachs Bank in my view and will affect my decision to ever have a relationship with the bank if I can not get a clarification of the closure reason.
Company Response:
State: NV
Zip: 89141
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I made a transfer from Goldman Sachs USA and the receiving banking institution claims they never received it yet the banking receipt shows it was received
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2020-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-07
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XX/XX/XXXX I opened a new Apple Card issued by Goldman Sachs. The new card offer includes a {$50.00} promotion. To get the {$50.00}, the cardholder is required to purchase an Apple service of any amount. I was not given the {$50.00} and the resolution I am seeking is to get the {$50.00} promotion. I tried to purchase Apple Music {$4.00} with my Apple Card to satisfy the requirement. However, the Apple payment system requires that I use my gift card balance in my account first ( I had over {$40.00} at that time ) and is not giving me the option to pay with my Apple Card. I contacted Goldman Sachs multiple times and emailed them 2 receipts ( Apple Music Purchase and an App purchase ) to prove that I did make the purchases but because of the Apple system setup there is no way I could pay for it with my Apple card issued by Goldman Sachs. They told me they will not give me the {$50.00} promotion because I did not use my card to purchase an Apple service. I explained many times over that I wanted to but the system wont let me. This is well documented on my account. I spoke with customer service representatives, 3 supervisors ( XXXX, XXXX, XXXX XXXX ) and finally a manager named XXXX who did not want to give me his last name and who also told me there is NO ONE else he can escalate my issue to. XXXX told me that I just have to use up all my gift card balance so I can then use the Apple Card to pay for an Apple service and therefore meet the requirement. I asked him why would I spend all my gift card balance, purchase Apple services I do not need only to get {$50.00}? So his solution is for me waste my $ XXXX+ personal gift card balance on services I dont need to get the {$50.00} promotion. I also called Apple itself to see if they can help me since it is their payment system thats not giving me the option to pay with the Apple Card. I called XXXX and the representative XXXX opened a case # XXXX. The purpose of the case is to have someone call me back from the Apple Promotional Team per a XXXX. No one called me back. When I called back, I spoke with another rep and supervisor. Both confirmed that Apple requires that gift card balances should be used first before buyer can use a credit card payment. The supervisor told me that there is no promotional team who can help me and Apple cant help me and the only way is for me to spend all the money in the gift card balance ( {$43.00} as of XX/XX/XXXX ) so I can then use my Apple Card and meet the {$50.00} promotion requirement. Please help me get the {$50.00} promotion I deserve.
Company Response:
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am sick of XXXX and dealing with their incompetent representatives and asinine online portal. Every time I upload documents on XXXX website and call XXXX to verify documents, they always state that the documents are not viewable. I have even paid for certified mail to be delivered to XXXX address so that they can remove and block these fraudulent account. I do believe that XXXX is lying and are not taken my fraudulent claim serious. I have been dealing with XXXX regarding these fraudulent accounts for over a month now and nothing has been done to remove these fraudulent accounts. These fraudulent accounts do not reflect my credit worthiness and also caused me to lose out great job opportunities. Since we are living in a world where Covid caused a lot of people to lose their job and can not provide for their family. I am XXXX that XXXX is not taken my fraud claim serious. I am requesting for these following fraudulent accounts to be removed and blocked immediately due to identity theft : 1. APPLE CARD/GS BANK XXXX Account # : XXXX Balance : {$6800.00} 2. XXXX XXXX XXXX Account # : XXXX Balance : {$580.00} 3. XXXX XXXX XXXX Account # : XXXX Balance : {$8600.00} 4. XXXX XXXX XXXX Account # : XXXX Balance : {$28000.00} 5. XXXX XXXX Account # XXXX Balance : {$3700.00} 6. XXXX XXXX Account # : XXXX Balance : {$3700.00}
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/XXXX my account with Marcus by Goldman Sachs was blocked. This was the second time it was blocked after I attempted to transfer funds from them to another bank. They blocked my access to view the account, access cleared available funds and to close the account. When I I formed them I had a legal right to access my account, XXXX in the XXXX XXXX XXXX location denied lifting the block and refused to provide me with access. When I requested a copy of the recording of the call to be able to use in a complaint, XXXX placed me on a long hold while finding out if they could do it. I was then told someone would call me in 1-2 days to provide information about how I could it. This all occurred after Marcus lowered their interest rates and I attempted to withdraw my funds to deposit at another location that pays higher interest. They are blocking my access in an attempt to keep the funds with them because in my opinion lots of customers are moving their money after the interest drop.
Company Response:
State: FL
Zip: 33446
Submitted Via: Web
Date Sent: 2020-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened 2 savings accounts with Marcus a Goldman Sachs savings acct. i mailed in a check for a project i did for someone. 20. days later the check was credited to my acct. i tried to transfer some of the funds to my checking acct. they locked my accts. when i called and asked why they requested i send ba k statements from.the extenal checking acct which is XXXX. they would not let me email the info i had to send via mail. So 16 days later i call and they recieved the info. Now they want a bank statement from the person who wrote me the check?? they check cleared and they still will not release my money. i asked they close the accts and mail me the funds and they said no???
Company Response:
State: TX
Zip: 77007
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I text XXXX Customer Support ( Goldman Sachs ) about an authorized charge on my account back in XX/XX/2020. They suspended the charge and ask the vendor XXXX XXXX XXXX for information about the charge in the amount of {$260.00}. No information was ever provided to me yet XXXX reversed the credit and charged my account again. I asked to have the account closed due to their poor service. I paid off the balance and asked XXXX to refund the money to me for this fraudulent charge. While they keep reciting you'll never be held responsible for paying for a charge you did not make they will not permanently credit me or show me signed proof that I ordered some ridiculous XXXX hear whatever that is! I tried recently and was transferred to several Goldman Sachs reps who I could not hear on the phone and requested a call back from a manager as well as a refund. To date I've received nothing from XXXX. Please help!!!!!
Company Response:
State: GA
Zip: 30188
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A