Date Received: 2020-05-30
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: In XX/XX/2020, I decided to close my Apple Card account after a dispute over charged services that were not rendered. Goldman Sachs decided to side with the company over me and I informed them I wanted to close my account. They stated they would close my account ( I have record of all communications as this is done through text message ) and I thought everything was done as my balance was paid in full. I lost access to my account and believed it to be closed. In XX/XX/2020, I'm alerted to a transaction that was flagged by my bank from Goldman Sachs for an amount of {$39.00}. The transaction was blocked and I contacted Goldman Sachs to find out what was going on. They informed me that the account was never closed and could not explain why they decided to make an unauthorized attempt to remove funds from my bank account 2+ months after the account was supposedly closed. They explained that this time the account is closed for good and did not mention an outstanding balance. To this day, I have been receiving emails from Goldman Sachs in regards to an outstanding balance and I'm done dealing with this situation.
Company Response:
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2020-05-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I was a victim of ID theft on multiple accounts including what appears to be a loan from Goldman Sachs which I did not authorize, nor did I request. I have made numerous attempts including attempts made with representation to dispute this with Goldman Sachs. They claim that they have loan documentation and a recording of my voice authorizing the loan. As a result, they denied my request because they said I made a single payment, and verbally approved the request. We have asked now on multiple occasions for them to send us the signed loan documents which should be my right as a consumer and have requested the voice recording so that it can be reviewed. Two months later and numbers calls to Goldman Sachs with a minimum of 1 hour hold times, we have yet to receive the documents they are claiming prove that this fraudulent debt is mine. We have submitted what we feel to be sufficient information protesting this account and feel that Goldman Sachs is trying their hardest to not provide this information hoping that I go away and that they will not be responsible for the fraudulent debt they allowed to be opened in my name. The nest step will be the state 's attorney general.
Company Response:
State: IN
Zip: 46580
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a transfer from my Marcus Online Savings account in the amount of {$1000.00} on XX/XX/2020. I was buying a car and this was the amount required for a down payment. I received confirmation on Marcus that the transfer was approved. Generally the funds arrive the following business day at XXXX. I went on with my purchase and wrote a check for my new car and let them know I was transferring money and it may take a day for the transfer to complete. The dealership was fine with that. Today, XX/XX/XXXX at XXXX, I noticed that the funds were still not transferred from my Marcus Online Savings account to my XXXX XXXX Account ( checking ) ending in XXXX. I thought it was odd, as usually the funds would have been posted by XXXX on the XXXX or XXXX on the XXXX. I decided to log in to my Marcus Online Savings account on XX/XX/XXXX at XXXX. When I attempted to log in, I was met with a greeting that said my accounts at Marcus had been locked. I have ( had ) 9 savings accounts with them. The greeting provided a phone number to call. I called the number. While on hold, I checked my email and phone records. I had no notifications or calls from Marcus indicating my accounts had been frozen or why. I found that odd. Most banks Ive been with will notify you if they see suspicious activity on your account. The first representative verified my identity but said he wasnt sure he could unlock my account, but would try. I told him that the transfers were initiated by me for the purchase of the new vehicle. I told him I had a lot riding on this, as these funds have been used to purchase a new car and the check will bounce if the transfer doesnt go through. This could result in fees or even criminal charges for me. The agent repeated he will try. I advised this issue needs to be corrected and asked to speak with a supervisor. He argued with me that I should allow him to try to fix the issue. I told him given how important the situation is, I would feel more comfortable with a supervisor handling the transaction. He told me to stop repeating myself. I told him I wanted a supervisor. He put me on hold without another word and never came back on the line. I had to hang up and call again. When I called the second time, I spoke with a representative named XXXX. He got a supervisor on the line for me. The supervisor was very blas and clearly did not care to help me with my issue. He said he understood my frustration but it was a different department that handled account locks and he had to wait to get in touch with them. He said the transfer for {$1000.00} had been denied and the accounts locked as a security measure. I asked him why I was not advised that the transfer had been denied. He said sometimes they do not notify their customer. I asked him why I did not get advised that my accounts had been frozen. He said he sometimes they do not notify their customers. I asked why my accounts were frozen and he said it was due to suspected fraud. I asked him, if they suspected fraud on my account that was enough for them to deny my transfer and freeze my accounts, why did I receive no phone calls or emails regarding this issue. He said sometimes they do not notify their customers of these issues. I asked him to close my accounts and wire transfer my funds to my central bank account ending XXXX. As a result of them holding my funds and not notifying me, I may bounce the check for my new car. They did nothing to resolve the issue and I had to reinitiate the transfer. A notification ( phone call, text or email ) should have been sent to me for 1 ) the transfer denial 2 ) the accounts freezing 3 ) suspected fraud. Had I not attempted to log into my accounts, I would not have known. My car dealership is aware that the check may bounce. I am hoping the funds arrive on time now and that Marcus is doing what they promised and initiating the transfer.
Company Response:
State: IA
Zip: 50315
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I got a Apple credit card in XX/XX/2019. I used it many times in XXXX then charges started getting declined. I contacted them the 1st time they told me they thought it was fraud. I asked why they did not contact me and they said they should have. I told them there has been many charges to same company so why this was rejected they did not have answer. Told me it was noted and should not have any problems. Oh and these declines dont show up on statement or my online acct. then this happened again and called again. This time they restricted my acct because I question them about why there declining my charges. They asked me all sort of question like when I applied and even want to call my bank to make sure it was my account. Then told me it was under review. I talked to them a few times in 6 months now they all say they can help and never seen this before but when it comes down to it they say its under review and someone will contact me. I spoke to someone just days ago same story. I did pay the account off before it was even due and told then that I was paying it off with acct they have on file still did not matter. Apple/Goldman Saks should be fined or somthing I get a credit card and its useless then I get treated like a criminal. I even asked for there presidential office to be forwarded this issue. Nothing. So thats why I making complain.
Company Response:
State: SC
Zip: 29644
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: On XX/XX/2020, I tried to open a Marcus savings account with Goldman Sachs. I filled out and submitted the application online. Immediately after submitting the application, the website told me that my account had been locked. The page provided a phone number, XXXX, and I was instructed to call to unlock the account. I called the number and was asked to provide all of the information I had just entered online. After confirming that I was the person who made the account, they told me they could not open an account for me because they could not verify my identity. They refused to explain why or how they made their decision. I asked if I could reapply and they said I would be refused again. I checked my credit report on XXXX, XXXX, and XXXX, as well as my consumer report on XXXX and XXXX XXXX, and there was not a single negative entry on any of them. I want to know why and how Goldman Sachs made the decision to not give me an account.
Company Response:
State: CA
Zip: 94087
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
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 basketball tickets on a website, {$200.00} paid in advance for i believe 4 tickets then i was send 4 wrong tickets for the wrong game, wrong dates and wrong state. i immediately contacted the website via email asking for the correct tickets OR a refund for my money, they did acknowledge the problem and offered 2 solutions, first is 75 % cash refund which i of course refused, second was a {$200.00} credit to any other game, at this point i was just visiting Ohio with friends and have no intentions attending any other games so i also declined the offer and asked for a full cash refund but the merchant refused. I then called Goldman Sachs to file a dispute, forward emails from merchant in regards to all communications that happened between me and merchant and explained that yes even though the website reads no refunds but i was sent the wrong product and should be protected. on XX/XX/XXXX i received an email from Goldman Sachs informing me that the dispute was resolved in my favor and that the temp credit is now permanent which was my expected outcome. a week later i received another email from Goldman Sachs informing me that the dispute ended in merchant favor and that i am entitled to any documentations and explanations on why it was not in my favor. i immediately call them back and that's when the disaster started, first i was denied help because i requested to speak to a supervisor, then after hours of trying i finally got to a supervisor that informed me that they will send me all evidence via email within a few days but only to receive the same email i was sent early XXXX informing me that the dispute ended in merchant favor so again i call and ask about evidence to find myself being made fun of, disrespected and thrown on hold for hours at the time looking for the right person to speak to, then finally to a supervisor that promised a call back asap with resolution. this morning i received a call from a manager called XXXX informing me that because the website reads no refunds then i will not get credit and that the case is closed, i asked him repeatedly to do 2 things for me one is to send me the disclosure " my right under regulation DD '' of how disputes are handled and my rights vs merchant rights but he LAUGHED at me in a very inappropriate way telling me that he will not do that, i explained to him repeatedly that as a consumer i have the right to have disclosures-REG DD but again he refused! my second ask was why they sent me an email on XX/XX/XXXX informing me the dispute was in my favor but his answer was i have no idea why we sent this email " all reps and supervisors spoke to me failed to explain why this email was sent to me '' so again i asked to see the discloses on what they " as my bank '' can and can not do but again a laugh and a denial! i am being treated unfairly, i was refused to be given disclosures, i was refused protection service because even though the website reads no refunds i was sent the wrong product and all credit card policies protects from scams like this " or even errors if it was simply one '' and was not given or shown anything that shows that the website does not grant refunds for their own mistakes. i tried to send an email to the corporate but of course all resources online shows only the same number i have been calling to complain. please assist!
Company Response:
State: NY
Zip: 14623
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: Apple / Goldman Sachs has a security issue whereby the following : 1 ) Apple cards MUST ONLY be applied for with the use of an apple device 2 ) Apple DOES NOT prompt for the XXXX ID to use to register ( if using a company or other phone to apply for a card ) for the card in question 3 ) The card can not be re-assigned WITHOUT first de-activating the card and going through the approval process again which hurts the credit of the person opening/closing the account. Furthermore, the process stated above once the card is in fact stuck in a hijacked or taken over apple account that a user can no longer log into ( e.g : password change, email change, security question change, sim jacking, etc. ) the user is at the mercy of the crediting agency and can not change to a different ID or even recover the account. This causes multiple problems from a security standpoint and a credit protection standpoint. Additionally, there are NO online tools to protect or secure the account outside of the Apple ecosystem. So, if your phone or device without proper hardware is breached you are left in a state of suspense to secure or freeze the account. These practices are unfair to hard working Americans that large companies are taking advantage of and leveraging technology against them in order to impact ones credit with force closing and re-opening accounts. Please investigate.
Company Response:
State: NY
Zip: 11223
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-21
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The morning of XX/XX/2020 I attempted to pay the XXXX balance ( {$830.00} ) on my Apple Card serviced by Goldman Sachs. I attempted to make a payment via my XXXX 's built in XXXX XXXX and was presented an error. After attempting a few more times and still receiving the same error I contact their support via XXXX. I was instructed to try again in a few hours as they have been having issues processing payments. A few hours later I attempt to make a payment again ( {$830.00} ) and it went through with out error. When reviewing that the payment was successful two payments showed within the XXXX XXXX XXXX both posting at XXXX CST ). I again contacted customer support to inform them of my new issue and was informed that the payment would be canceled ( not processed ). The following day I inspect my XXXX XXXX again and see a third payment on my account for {$300.00} posting a XXXX CST. I again contact support and was told the payment was canceled. Later in the week when checking my bank records I saw all three of these payments debited from my account and saw that the second & third payments where later refunded. After verifying in the Wallet App I am seeing " Balance Adjustments '' for the amounts of the refunded money increasing the balance on my line of credit. After digging through my record it appears as if the system initiated overpayments where applied to an installment plan I had for my XXXX but when refunded the moved from interest free financing to my line of credit and are now accruing interest. After many conversations via chat & phone being told my issue would resolved on their end and notified when done, I will be getting a call back to discuss options, I would be receiving a {$50.00} balance credit for my troubles, to me needing to go into he XXXX store and have them return and resell me my phone. I finally got contacted by a manager that informed me that all they could offer was. a {$50.00} credit and by accepting it I would be ok with the resolution. I was earlier offered the credit as compensation for the issue as a sign of good will but it had turned into an absolution of guilt and still leaves me with a balance accruing interest unrightfully. I declined to accept the offer and insisted on being made whole again with my account reverting to pre-multi-payment system issues to which I was told they saw this as my issue as I made multiple payments ( even though they acknowledged the system issue prior and after multiple times ) and that I may not receive a better offer. I was told that it would be forwarded on and that I may be receiving a response or maybe not so I turned to you to fill a complaint. Attached is the email acknowledging the issue, the chat conversations I had, my statement before / after the issue showing the removal of my installment item.
Company Response:
State: NE
Zip: 680XX
Submitted Via: Web
Date Sent: 2020-05-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Marcus.com ( GOLDMAN SACHS BANK USA ) account was locked after I initialized an outgoing funds transfer on XXXX XX/XX/2020 to another institution. I realized that the account was locked on XXXX XX/XX/2020 after trying to login online and immediately called the customer service line to in an attempt to have the issue resolved. After over 90mins on the phone, and being transferred to a " specialist '', the matter was unable to be resolved. I was told that I would be receiving a call back in 24 hours. This never happened. I subsequently called back on the XXXX and XXXX of XXXX only to be told both times by a specialist that the account was under review and it would take 24-48 hours to unlock the account. To date, the account is still locked. I am not able to access my funds and the funds have not been received at the other intuition that I requested the funds be transferred to. I have also never received a call back.
Company Response:
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2020-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX XXXX is reporting a closed Goldman Sachs account with a XXXX dollar balance ( {$2.00} ). This information is incorrect because the balance is XXXX and the account is closed. See attached screenshot for more information. I have verified with Goldman Sachs that the balance is XXXX.
Company Response:
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A