Date Received: 2020-07-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My XXXX XXXX submitted my payroll 14 to enter my account by the XXXX. My paycheck never arrived to my account. My bank delayed and never processed the check.
Company Response:
State: IL
Zip: 606XX
Submitted Via: Web
Date Sent: 2020-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
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: I purchased a item from XXXX XXXX on XX/XX/2020 at XXXX XXXX. Total amount : {$270.00}. XXXX XXXX website shows delivered on XXXX XXXX. Since I never received this item, I contact merchant and XXXX immediately trying to find my package. The merchant suggest me ask bank to dispute it. So I contact a specialist at Goldman Sachs to help me get refund. After that, Bank says merchants provided detail that the item was left at the door, so they closed this case. I contact one merchants manager, she said she wants refund me but she cant. She must use the same way and card to refund. So I talk to bank again hope they can reopen this case so merchant can refund me. But they keep saying they can do nothing. I also provide them the managers cellphone number so they can call her. They just dont want help me to get refund. I want my money back and I will never use Apple Card ( Goldman Sachs ) again.
Company Response:
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2020-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
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: I opened an Apple Card using their automated process through XXXX. I attempted to make payments through online methods with no success. I found out that XXXX XXXX is only available on an XXXX and not accessible through my XXXX or XXXX. I finally was able to reach a rep on XX/XX/XXXX who took my payment over the phone. She told me my payment was processed. In XXXX, I received a late notice and I called on XX/XX/XXXX to find out why my payment was processed. I was told my account information was incorrect and they would process my payment and put me on automatic payments so that I didn't have to continue to call in. I had my credit pulled for a refi on XX/XX/XXXX to find out they have reported a 60 day late and the balance due ( even though Apple finally shows it paid in full ). Apple does not have convenient access to pay AND told me on a recorded line that they have no way to verify over the phone if the information was input correctly. This is impossible to believe, the rep on the phone should be notified account information is not correct before telling me my payment has been processed. I was never notified it didn't go through until my next late notice. Although Apple/Goldman Sacs has stated that it was not their error and they can not change the reporting, they refunded my interest charges for their " error ''.
Company Response:
State: CA
Zip: 95677
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My Online Savings account with Goldman Sachs Bank USA ( under the brand name Marcus ) was opened on XX/XX/2020. The account was funded on XX/XX/2020. On XX/XX/2020, I found that online banking access was blocked, and I had no access to my money. I was shocked because I never received prior communication ( neither email nor letter ) regarding this block. I did not know when the account got blocked, because I did not use online banking very often to check balance. On XX/XX/2020, I called Marcus Customer Service, I was told that someone from their Specialist Department would call me within 24-48 hours. Nobody called me, and account was still blocked. On XX/XX/2020, I called Marcus Customer Service again, I told them that I expected to have received a call from them, but nobody called me and account was still blocked. The agent put me on hold for half an hour, and she promised that the Specialist Department would call me within 24-48 hours. I insisted that I could hold in line to wait for the Specialist Department to have time to speak with me. I was told that the Specialist Department was busy. Then I offered to make an appointment for their best time for the call, because the Specialist Department already failed to keep the promise. I was denied of such an appointment, and the agent guaranteed me that the Specialist Department would call me within 24-48 hours. As I had expected, nobody called me, and account was still blocked. On XX/XX/2020, I called Marcus Customer Service again, I told them that I expected to have received a call from them, but nobody called me and account was still blocked. The agent promised that the Specialist Department would call me within 24-48 hours. I told the agent that the same thing had happened twice before, and the Specialist Department had failed every single time. The agent again guaranteed me that the Specialist Department would call me within 24-48 hours. As I had expected, nobody called me, and account was still blocked. On XX/XX/2020, I called Marcus Customer Service again, I told them that I expected to have received a call from them, but nobody called me and account was still blocked. The agent promised that the Specialist Department would call me within 24-48 hours. I told the agent that the same thing had happened twice before, and the Specialist Department had failed every single time. The agent again guaranteed me that the Specialist Department would call me within 24-48 hours. As I had expected, nobody called me, and account is still blocked. My account is still blocked, and I still have no access to my money. For the duration of two weeks, I called Goldman Sachs Bank four times, but to no avail. Their Specialist Department never called me, and never unlocked my account.
Company Response:
State: CA
Zip: 94538
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-24
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 noticed on my XX/XX/2020 statement that the XXXX Balance is incorrect. The " total balance '' on page 1 of my statement, does not reflect a {$68.00} credit received from " XXXX XXXX '' on XX/XX/2020. On page 2 of my statement, the " Total charges, credits and returns '' is correct, {$600.00}, and should have been my total balance due ; $ XXXX {$68.00} = {$600.00}. On XX/XX/2020 I tried to get this resolved by chat message and then a phone call, but was unsuccessful. I was told someone would look into the charges and contact me. I received a letter this week stating my dispute has been resolved and that I was mistaken. I do not believe I am mistaken. Today I checked my XX/XX/2020 statement and noticed the same issue -- I was credited {$130.00} on XX/XX/2020 from XXXX XXXX. Page 2 of my statement " Total charges, credits and returns '' indicate a balance due of {$220.00}, but page 1 shows a balance due of {$350.00} which ignores the credit of {$130.00}. I unfortunately did not catch the XX/XX/2020 statement error until now and paid {$350.00} last month. I would like to receive credits due me of {$68.00} and {$130.00}.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
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 believe I was too brief in my initial complaint so you tried to dismiss what I had to say. But for your connivence, I attached photos of XXXX 's order process which are time and date stamped so you can not miss it. The screenshots were taken on my XXXX XXXX purchased from Apple on XX/XX/2020. As you can see, I am an avid Apple consumer so I thought the Apple Card would grant me the same level of support that I have come to love from Apple but I can clearly see that this card offers subpar support and my XXXX XXXX XXXX XXXX XXXXXXXX Credit Card is much better. It also appears that your disputes team doesn't do their due diligence when it comes to investigating claims. On XX/XX/2020, I made a purchase with XXXX XXXX in the amount of {$640.00} for a pair of sneakers. The sneakers were shipped out via XXXX with no signature requirement. I didn't receive my item so I promptly reached out to XXXX who told me that I was out of luck and that they could not help me. Then I reached out to Goldman Sachs who then initiated a dispute on my behalf that I did not receive the order. Fast forward to XX/XX/XXXX I receive an email saying that I made the purchase which completely flabbergasted me as I made the purchase but complained that I didn't receive it. No signature was requested as well. It is completely disappointing that the Apple Card will not protect their customers. Going through XXXX 's website, it is not clear that a signature can be added for delivery and the onus should not be on the customer to add that if it wasn't made expressly visible that the option was available. Attached are screenshots showing the payment window on XXXX, and nowhere on the screenshots can I see any area where I can request signature delivery. If you would even take a moment to go through XXXX 's payment process you would see the same thing. It was not very clear to me as the customer spending his hard earned money on a pair of sneakers that I could have gotten signature confirmation. I would like this dispute to be taken to the highest level and I would like a supervisor to look over it as I feel like I did not receive a fair resolution to my issue. XXXX does not make the signature option clear on their site. I have gone ahead and attached screenshots of the whole order process for your connvience since the staff at Goldman Sachs can't be bothered to look over the order process on XXXX 's website and blindly made their decision. As shown in my screenshots very clearly, there is no sign of a signature requirement which is a bold faced lie by XXXX. They don't make the option visible on the site. It may be something that can be requested but if it is not made clear to the customer then they will automatically assume that an item worth over {$600.00} would require a signature. It was relatively stupid on XXXX 's behalf to try and push this problem to the customer when they in fact should have made the option available.
Company Response:
State: CA
Zip: 95020
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-20
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: XXXX says that they have refunded {$540.00} for the product that got stolen or missing, but Credit card service provider Apple Credit Card, Goldman Sach says that they have never received payment from XXXX and keep telling me that I should work with them and I '' m stuck in the in between these two companies zero some game. XXXX promised me to give me a call back within 48 hours and it has been 3 days and still not even single call so far. Please have a look at the attached screenshot
Company Response:
State: WA
Zip: 98011
Submitted Via: Web
Date Sent: 2020-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-18
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I have an issue with my Apple Credit Card issued by XXXX XXXX Bank that I am hoping can be effectively mediated and resolved. I utilized my Apple Card with a merchant on XX/XX/2020 in the amount of {$8.00}. I use that card very infrequently and for smaller amounts. It is a newer consumer credit card for me, and I have been trying it out on occasion. Apparently, I forgot I made the charge and my {$8.00} balance went unpaid at the end of XXXX. By the end of XXXX I was still unaware of the charge on my account and I incurred another resulting interest cycle in the amount of {$0.00}. I received no notifications via email or otherwise of my late payment due until XX/XX/2020 when I became aware of it because I a received notification of reporting to my credit agency. On the XXXX of XXXX, I called Apple/ Goldman Sachs and reviewed my account with an attendant ( XXXX ) who confirmed that the email they had for me was not functioning and I likely had not received their notices of late payment. She apologized for the issues I was having as did I for the oversight itself. She agreed to send a dispute of the issue along with a request that the report be withdrawn from the credit reporting agency. What I received then was a series of automated messages from Goldman Sachs stating that the report was made correctly and there was nothing further that could be done at this time. My attempts in follow up to multiple attendants and supervisory staff on both XX/XX/XXXX and XX/XX/XXXX have only resulted in the same formatted email response. I have formally requested a goodwill retraction of this reported delinquency and have been refused that by Goldman Sachs at each turn. Previous to this incident, I had a perfect credit rating without a single late payment in over 25 years of consumer credit usage. With one late payment in this instance, my credit score went from XXXX to XXXX. I will unfortunately suffer unfair and unreasonable harm should this simple and minor miscommunication be allowed to stand on my file. It is within the banks discretion to retract this report as a show of goodwill considering the impact to me and the amount and time delay of the payment, yet they refuse to offer that resolution despite acknowledging the communication issue between us and refunding the {$0.00} interest charge. The impact to my credit and business credit lines will unfortunately cost me thousands of dollars in additional interest until this falls off my file likely years from now. I would respectfully ask for any intervention or mediation on my behalf to help resolve this matter and assist me in finding a reasonable resolution.
Company Response:
State: WA
Zip: 98229
Submitted Via: Web
Date Sent: 2020-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-16
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for an Apple Card on XX/XX/XXXX, and was notified that my application was denied because my outstanding balances were too high relative to my income, but that I could pay down my balances and reapply, without any detrimental effects. I began paying down my balances incrementally, reapplying each time, and being denied for the same reason, with the same guidance about how to get receive a different decision. I then paid off a large portion of my balances with birthday presents I received, and reapplied, this time noticing that I had previously underreported my annual income by only reporting wages. This time, I was denied because my information could not be verified, and instructed to call a Goldman Sachs Apple Card Approval specialist if I believed this was an error. I did so on XX/XX/XXXX, and was told that nothing could be done for 30 days, because the system was unable to take new information from me, at which time I could reapply. When I complained that I need the card right away, to finance the purchase of a new XXXX for use in my job as an XXXX, and that I had been instructed repeatedly to reapply without any mention that doing so more than a certain number of times would prevent me from applying for 30 days ( if I had known this, I would have paid down my balances at once before reapplying, instead of doing it incrementally because I was told I could reapply repeatedly without penalty and was trying to get the card to finance my XXXX purchase as soon as possible, for use XXXX in these times ). After being transferred to a supervisor, I was told that I had to wait 30 days for the system to repopulate my data ; when I explained the situation and said I would contact the CFPB, I was told that a case would be opened for me and I would be contacted on XX/XX/XXXX. On XX/XX/XXXX, I received an email explaining that I had been rejected for the reasons detailed in the original rejection email, and to call a specialist if I believed this was an error. I called again, repeated exactly the process described above, was told again by a manager that all I can do is wait 30 days and reapply, although she initially said that there was no reason why that should be the case, so I am now filing this complaint. I am locked out of applying for a card I need to finance an urgent purchase for 30 days, because I did what the issuing bank told me to do in order to successfully reapply, at every point.
Company Response:
State: CA
Zip: 90016
Submitted Via: Web
Date Sent: 2020-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: On Friday XX/XX/2020 i XXXX XXXX applied for a Apple Card backed up by Goldman Sachs Bank. During the application process i had to take pictures front and back of my driver license card. After i submitted the application i was given a notification message stating that someone from the application department had to speak to me over the phone. On Saturday XX/XX/2020 I called Goldman Sachs Bank to check on the application status and they told me that they attempted to call me to speak to me and i advice to them That I didnt received a call from them. They told me that they will attempt to call me again the next day. On Sunday XX/XX/2020 I gave them a call again to check the application status and they again told me that someone from the application department had called me. I again told them that no one from the application department had called me. I requested to speak to a supervisor and the supervisor advice me that she had spoken to someone from the application department and that they will call me again within 24 hours. On Monday XX/XX/2020. once again i didnt received a call from application department. On Tuesday XX/XX/2020. I received an email from Goldman Sachs Bank stating that my application was denied because they werent able to verify my identification. I am really angry at the situation because i didnt received a call from Goldman Sachs Bank application department so they can speak to me. Goldman Sachs Bank was claiming that I couldnt call the application department because they dont take inbound calls. My XXXX credit report was pulled and resulted in a hard inquiry.
Company Response:
State: CA
Zip: 90241
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A