Date Received: 2020-08-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: When attempting to transfer money OUT on XX/XX/2020 and again on XX/XX/2020, from my savings account with Marcus by Goldman Sachs, the bank 's system said there was an error and to try again a few hours later. When I called on XXXX, after extended hold, I was told that the bank had mistakenly accepted a deposit from me FIVE MONTHS EARLIER on XX/XX/2020 from my business account. So now, I could not transfer any money out, until they returned those funds back to my business account. They said the transfer would take 1 to 3 business days. I asked if they could provide me some written confirmation that they were initiating the process today, e.g. an email, a text, a letter, etc., so that I would have OBJECTIVE evidence that they said they were initiating the process, should it not come to fruition. They gave me a confirmation number, but said they could not email or mail or provide me any documentation to prove that they made these representations today. I am concerned that this is a problem they contend existed for 5 months, that they never advised me of, and have now frozen all my assets with them, while they contend they are finally doing something about it, but refuse to provide me any confirmation that they are in fact taking action.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/2020 I purchased a XXXX with special financing of 0 % for 12 months offered on my existing Apple Card issued by GoldmanSachs. When my statement was made available on XX/XX/2020, it states that I must pay for the entire purchase by XX/XX/XXXX in order to avoid finance charges. When I contacted them regarding this error, they repeatedly transferred me to Apple to return the computer. I do not want to return the computer. I want the financing that I was promised when I made the purchase. I also advised them that I wanted to dispute the terms of the purchase and they informed me that someone would call me back in 14 days to take my dispute. This is also illegal. The entire way that the purchase is set up is unfair and deceptive to consumers.
Company Response:
State: AL
Zip: 35640
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This company is reporting an account on my credit report that is not mines i am a victim of identity theft.Please be further advised, I dispute the validity of the alleged debt in its entirety. Further I request verification of the alleged debt, including, the name and address of the original creditor, along with a copy of a signed contract with the creditor.I disputed this debt with the credit bureaus and it came back verified i have since then contacted the company and haven't received a response. Where are the documents that your company used to verify that you are reporting these accounts accurately? What is the name of the person in your company who verified the accuracy of this account? What documents did they use to verify them? Please provide me with the name of that individual, their company title, and telephone number as well as copies of the documents that they used to verify that this disputed item are being reported accurately.
Company Response:
State: AL
Zip: 35404
Submitted Via: Web
Date Sent: 2020-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-03
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: i Was trying to Apply with a Credit Card With Apple with a bank Name goldman sachs bank usa and They Denied My Application and i dont have bad Credit History and my Score Is Good and they shouldve have not denied my Application for Finance i want this hard Inquiry to be remove from my report please thank you my social security : XXXX date of birth : XXXX
Company Response:
State: NY
Zip: 10468
Submitted Via: Web
Date Sent: 2020-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Apple Credit Card, using Goldman Sachs are asking for people to pay their debt and when the systems do not allow you to, they are directing you to a phone number that asks if you have been affected by Covid and want to delay payment press 1. If you want to continue, press 2. Pressing 2 errors out and says the number isn't valid. I brought this to the attention of Goldman Sachs support person who would not address the issue. I was unable to pay with the card, because I had closed the account and deleted the app. In order to pay, the only option given was through the app or phone. Both systems down? This is not an accident, the largest tech company and one of the largest financial institutions are pushing people to claim clovid not to pay. This is FRAUD.
Company Response:
State: GA
Zip: 30152
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Confusing or misleading advertising or marketing
Subissue:
Consumer Complaint: My problem is with my Apple card serviced by Goldman Sacs. I purchased an XXXX with my Apple card on XX/XX/2020. I purchased a brand new XXXX XXXX. While filling out the credit card information ( took about an hour because the wallet app would not prefill any information and all the boxes were not fill-able ) I finally got the payment done. However there was no option for interest free payments for a year like it was advertised. There was nothing offered, no box to be check or anything. I assumed that because it was an apple card purchasing an apple product on the apple website everything was okay. I payed my XXXX statement and the principle looked to be interest free until this pay period. Now, I owe the full balance of the phone or I face interest charges. I payed off the card and canceled it. This is unacceptable. The only answer I got from Goldman was to return the phone and repurchase it on a payment plan. However the phone is not returnable because its past the 30 days return policy. This card is purposefully marketed towards apple consumers and judging by the poor wallet design, wallet integration and implementation by Goldman Sacs, they are taking advantage of people during COVID-19 and their resolution is basically " to bad ''. I effectively closed my account XX/XX/2020. Hopefully, no one else falls for this.
Company Response:
State: MA
Zip: 01020
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Our XXXX year-old son applied for a Marcus online savings account. He was denied. I recommended he call them to see why. Apparently, Marcus told my son they did not know why he was denied. After reading the CFPB website information this morning ( XXXX ), I called Marcus ( with whom I have an account ) and asked if their practice was to provide to someone denied an account the name of the third-party reporting agency Marcus used that resulted in the denied application. The Marcus supervisor told me that, for security reasons, they can not provide the third-party reporting agency to said person. I asked the supervisor how someone could remedy the situation if they can not contact the third-party reporting agency to verify report information. The supervisor could not help me. So, my question is, " Does Marcus by Goldman Sachs provide third-party reporting agency information to individuals denied an online savings account? '' Thank you so much.
Company Response:
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/20, I discovered a past-due balance on my credit report, from XXXX XXXX for the " XXXX '' Credit Card for {$9.00}. I never authorized this charge. I called XXXX XXXX at XXXX, and eventually spoke with XXXX at approximately XXXX XXXX XXXX on XX/XX/20. She refused to provide any ID number, or any other identifying information. I told her I saw the past due amount on my credit report and never authorized these charges on my XXXX XXXX credit card. And that I needed the unauthorized charge reversed, and the past due amount reported to the credit bureau retracted, as it has significantly lowered my credit, at a time when I need credit. She stated that most XXXX XXXX " XXXX '' credit card holders don't realize that XXXX automatically starts charging XXXX services to the customer 's XXXX XXXX credit card, because they are partners. She also refused to file a dispute for the unauthorized charge, and instead said that she could transfer me to XXXX. She then transfered me to a " XXXX, '' who intentionally or unintentionally hung up on me. I have been harmed in the form of a significantly lower XXXX XXXX at a time when I need credit, in the midst of a crisis, and XXXX XXXX has refused to allow me to exercise my rights as a cardholder to dispute the charge and the reporting. In addition, it appears XXXX has refused to allow me to exercise my rights as a cardholder to increase their own profits and collude with their partner to XXXX to provide them preferential treatment over other retailers, and over their cardholders. 1 ) I believe XXXX and XXXX XXXX have colluded to increase usage of their credit card by automatically charging XXXX products/services to the customers ' XXXX XXXX credit card, without their knowledge. ( Either without permission, or sneakily buried in the terms and conditions somewhere ). The first customer service representative I spoke with confirmed that most customers don't know this happens and find these surprise charges on their XXXX XXXX credit card. 2 ) XXXX XXXX refused to allow me ( a credit card holder ) to exercise my rights as a card holder, in order to provide favorable treatment to their partner, XXXX. When notifying XXXX XXXX of the unauthorized transactions, the customer service representative, rather than filing a dispute of the unauthrorized transactions, she offer to transfer me to XXXX. 3 ) In addition, XXXX XXXX XXXX XXXX make it very difficult to view balances, pay the credit card, or do anything else, without an XXXX. I would like what I originally asked : 1 ) The {$9.00} charge to be removed, because it was not authorized by me. 2 ) The past due balance report to the credit reporting agencies to be retracted 3 ) {$37000.00} in compensation for the harm to my credit score and inability to obtain credit, when I need it most, during a crisis. More broadly, it would be helpful if the CFPB investigated the deceptive, " bundling/tying '', and unfair practices that have been perpetuated by the relationship between XXXX XXXX and XXXX, to their customers.
Company Response:
State: CA
Zip: 93444
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Around XX/XX/2020, my wife and I looked into a debt consolidation loan with Marcus by Goldman Sachs. The website specifically said that checking into the available interest rates would not affect our credit score. In fact, we never even completed the information form to get the interest rate. Yet, I later noticed an unauthorized credit inquiry to XXXX from this company. After trying to call Marcus by Goldman Sachs on two different occasions to have them delete the unauthorized inquiry ( on XX/XX/2020 XXXX, I was not able to get through. In fact, I couldnt even leave a voicemail as their phone system, while I was on hold, hung up on me two times in a row. Then, I tried to call XXXX to have them delete the inquiry but their phone system only allows one to obtain an annual credit report. Though I tried to access a real person, their system would not allow it. Please help me have this unauthorized inquiry deleted. Thanks.
Company Response:
State: FL
Zip: 34119
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I contacted Apple Card ( Goldman Sachs ) customer service twice within the first twenty-four hours of me becoming aware of my identity theft-between XXXX XXXX. I was told a total freeze would be put on my account, meaning no purchases or e-payments would be allowed through. Furthermore, I told multiple representatives that any payments going through from there on, through my wallet or with that bank account, would be fraudulent as I no longer had access or control of my XXXX XXXX. Within those 24 hours, multiple purchases were attempted ( {$45.00} & {$1800.00} ) and multiple payments were attempted with my bank account ( one for {$1100.00} & one for {$1900.00} ). I contacted Goldman Sachs, Apple card to keep up to date on transactions to monitor any fraudulent activities. I told the representatives that I am not a resident of the state where both purchases were attempted and could provide evidence I was not in that state at the time or ever. Also, with my call on XX/XX/XXXX, I verified with the Apple Card representative the next steps, as I changed my bank account status so no withdrawals could be made. At no time during my initial ( and multiple ) communications, did anyone inform me of the consequences of denied charges/payments of my bank account due to the status change of my account. I did my best to keep in contact with Goldman Sachs and was told multiple times that disputes were being opened and I would be contacted by management. This never occurred and I was finally told weeks later on XX/XX/XXXX, no one would contact me until I mailed in a dispute letter. Months later, after having received multiple e-mails stating my disputes had been resolved, I was still receiving statements that I owed more than I did. At the time my card was compromised, and considering interest, I owed just over {$1100.00} and was continuously receiving statements saying I owed more than twice that. On XX/XX/XXXX, I sent out a formal letter along with the following documents, after multiple times of being told I would need to do so to get anywhere : 2 versions of an FTC report I filed for identify theft, Proof of Identity, Notice to Furnishers of Information, 2 different Apple Card statements ( XX/XX/2020 & XX/XX/2020 highlighting the fraudulent transactions ), and finally a copy provided by my bank of the bank account status change that occurred on XX/XX/2020. When I followed up a couple of weeks later on XX/XX/XXXX, I was told the paperwork was received and my case was still in review and someone would contact me. I was also told, to my surprise, that my account had officially been closed and turned over to collections. Which also explained why my credit score had dropped 100+ points. I told them my concern and I was told my credit score could be addressed and fixed based on the outcome of my dispute/case. I waited another month, still with no contact from Goldman Sachs. I contacted them again on XX/XX/XXXX spoke to six different reps over 3+ hours, including a manager who told me he would call back within 30 minutes and never did, and when I called back after waiting almost hours, I was told no management was available. I called back the next day on XX/XX/XXXX and spoke to another manager who helped calculate my true balance and told me a dispute, including a dispute for my credit score and owed interest would also be submitted. This manager told me someone would contact me within 24-48 hours. Someone did contact over a week later on XX/XX/XXXX, who then transferred me to multiple reps. I made a large payment on XX/XX/XXXX and was told I would receive an updated statement with my remaining balance of {$150.00} and an email with updates for all of my outstanding disputes. My final communication was over two weeks ago on XX/XX/XXXX, after I received my last statement still indicating a false balance. I again spoke to a manager who told me my dispute was still being investigated and that someone would call me back soon and I have yet to hear from them. I have spent over 7 months of being run around and lied to. With all of my headache of having my identity stolen, my experience with Goldman Sachs ( Apple Card ) has by far been the worst customer service experience I have ever had. They have ruined my credit and lied to me continuously now for months.
Company Response:
State: IL
Zip: 60491
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A