Date Received: 2020-02-29
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/XXXX I contacted Apple Goldman Sachs Credit Card company. On the statement they advertise that whenever you make any payment. your credit will be avaliable next day. It does not happen instead it takes them 10 to 15 days to issue credit. Please see below false advertising statement. How do I make payments? You may make electronic payments on your Account through Apple Wallet. When will you Credit my Payments? We credit electronic payments made by XXXX XXXX. Eastern time on the day the payment is made. Do you report my information to credit bureaus? We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your Account may be reflected in your credit bureau report. If you believe that there is an error in the information we have reported about you to a credit bureau, contact us at Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX. XXXX, XXXX, PA XXXX XXXX. Please include a copy of the information you believe is incorrect.
Company Response:
State: VA
Zip: 20164
Submitted Via: Web
Date Sent: 2020-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-28
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: I made a purchase using my apple card connected to my cell phone, the company who charged me {$3000.00} for their service mislead me and would not refund me, so goldmen sachs who is now connected with apple cards has sided with the merchant without considering my side of the transaction.
Company Response:
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2020-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-27
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I have an Apple Credit card issued to me that I have no idea how or when I applied for this! It also now has my storage fee for my Apple account charged to this card. It all seems very unethical to me.
Company Response:
State: PA
Zip: 18974
Submitted Via: Web
Date Sent: 2020-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-22
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Hello, on or around XX/XX/20, I applied and was approved for an Apple credit card with a credit limit of {$8000.00}. I activated the physical card on or around XX/XX/20. I used the card XX/XX/20 & XX/XX/20. On XX/XX/20 I went to use my card and was declined to my surprise. I had a total balance owing of {$33.00} and a credit limit of {$8000.00}. On XX/XX/20 I opened up support chat ( via text from my XXXX ) with Apple/Goldman Sachs support. I explained my credit card/wallet on my XXXX showed my account as being under review. I was not given any explanation except its being reviewed. I then called Goldman Sachs customer service and asked the same question why my account was being reviewed. I had just opened the the account. I was told they did not know and that they have a separate dept that handles the reviews. I asked to speak with that dept and was told I could not. Someone??? would be in contact with me and apologized for the inconvenience. My account now shows restricted. I called Goldman Sachs customer service on XX/XX/20. Was again told the same thing. I asked to speak with a supervisor. The supervisor said the same thing. Im confused as to how/why I was approved with an {$8000.00} limit. Ive not done or changed anything and my account is restricted. They are approving credit applications upfront and then running credit checks???? I have excellent credit, 0 % DTI, 6 figure income. Absolutely no reason for this. I do not want this suspension to affect my credit rating. If the credit issuer freezes your account, your credit report my indicate a CLS notation to the account-a code that stands for credit line suspended. I am not going to be happy if my credit is affected due to no fault of my own.
Company Response:
State: CA
Zip: 95361
Submitted Via: Web
Date Sent: 2020-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Dear CFPB Team, I was a victim of identity theft in XX/XX/XXXX. I obtained a police report. I received phone calls from Apple about a Apple Credit Card which I reported to Apple on about XX/XX/XXXX this was a fraudulent account. Apple turned this over to collections. Goldman Sachs which is the financial institution that administers this credit card throughout the month of XX/XX/XXXX and XX/XX/XXXX continued to make collection calls on a known fraudulent account after told to stop. My credit report had a negative finding of this outstanding account. After contacting Goldman Sacks corporate and going through numerous barriers it was removed but there are still references of Apple and Goldman Sachs on this account. They never had my permission to call my cell and continued to call after told to stop and informed this was a fraudulent account. Please note both Apple and Goldman Sachs agents refused to provide documentation of this fraudulent account in order to add it to my police report. Attached is the police report, verification my cell is on the Do Not Call Registry, call log, and redacted credit report.
Company Response:
State: IL
Zip: 61822
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Apple Card/Goldman Sachs holds payments for 10 days before applying them to your account. They receive the money from your bank, mark the transaction as complete in your account, but refuse to apply the payment to your available balance for up to 10 days. For no rhyme or reason. When you contact them about it they don't give you a sufficient reason. They say it depends on your payment, account, and bank. Then they try to push you into using their product Apple Cash in order to get your payment credited immediately. I have never had a credit card tell me that paying directly from my bank, especially after they've already received the money that it was a problem. This is an issue and the ambiguity around who they are making wait 10 days questionable. I did XXXX this issue and found people complaining about 3-5 days lag times but never 10 days like me.
Company Response:
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2020-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: re : Marcus CD This CD matured on XX/XX/XXXX -- earning 2.75 apy. On XX/XX/XXXX I did an on-line inquiry of the renewal rate -- reading the actual interest rate would be per the actual renewal date. So I decided not to do anything until maturity. Today, within 10 days of maturity date, I went on line and saw the CD had been renewed for 6 months at 0.6 %. Furthermore I was told I was beyond grace period from XX/XX/XXXX. 10-day grace period starts from the maturity date -- the online inquiry starting the clocking is not legitimate. I was on the phone today for over 1 hour, speaking to 2 supervisor, appealing the arbitrary company policy, to no avail. I asked to speak to a higher level person -- was told only to wait for 24-48 hours, i.e., I would be further penalized for the cost ( not of my fault ) of the lower interest rate, plus more penalty ( over 700 as of today XX/XX/XXXX ) if I have to close the CD and run with my money. Back when the law was enacted for a 10-day grace period, there was no online banking, so there couldn't have been a distinction between an online pre-maturity renewal vs. a renewal of a CD after maturity. So the company line is heads it wins and tail I still lose.
Company Response:
State: DE
Zip: 19958
Submitted Via: Web
Date Sent: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-16
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2020, I tried logging onto my Goldman Sachs Marcus app on my phone to check my balance. Upon trying to log in, an error message appeared stating that my account had been temporarily locked and I would not be able to log in or have access to my account until I called Goldman Sachs Marcus to unlock my account. I immediately called in. I went through the security questions and was then transferred to an employee named XXXX who works in the Fraud Department. I was informed by XXXX that there had been a security incident on XX/XX/2020 and that a small number of clients accounts had been compromised and that some of my personally identifiable information could have been compromised and therefore my account had been locked. I then asked why I wasn't notified via email/phone/mail that my account had been compromised/hacked as I should've been notified immediately so I would be able to update my passwords to all accounts and monitor more closely for any potential fraudulent activities. To my understanding, it is a requirement of Regulation P that there is a certain window of time where I must be notified by the company if a privacy event has occurred and I wasn't notified at all. I had to log into my account and then call in as my account was blocked to learn that my account had been hacked and my non-public personally identifiable information had been compromised. I then requested that XXXX, the Fraud Department employee, follow up with his supervisor regarding this privacy matter as he was not available at the time and that his supervisor would need to follow up with me to understand why I wasn't notified and if my NPI had been compromised. I was told that I would be contacted within 24-48 business hours from today, XX/XX/2020. It is highly illegal and a regulatory violation to not notify customers of a privacy breach. I am now having to update all of my passwords and closely monitor my credit report to make sure that none of my other accounts were compromised. Banks/Companies need to be held accountable for managing people 's NPI and when something does go wrong there are consequences for their actions/inactions. To restate, my Goldman Sachs Marcus Savings account was hacked on XX/XX/2020 and my account was then locked on XX/XX/2020 ( according to XXXX ). I then tried to log into my account on XX/XX/2020 and was not able to as it was locked and then I had to call in to get in unlocked and was alerted by the Fraud Department that my account had been hacked. I wasn't notified at all by Goldman Sachs that my account had been compromised.
Company Response:
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2020-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My credit report reflects accounts that I have not opened. I would like these fraudulent charges and accounts removed and my score restored
Company Response:
State: UT
Zip: 841XX
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-14
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: On XX/XX/XXXX I placed an order through XXXX who works with a third-party vendor that third-party vendor never sent that item I purchased through XXXX after multiple request for updates from XXXX and the third-party vendor I submitted a request through my credit card company which is controlled by Goldman Sachs. Goldman Sachs followed up on the dispute in regards to if a purchase was made. Goldman Sachs never followed up on if the item had been received. Goldman Sachs then refuse to follow up on the correct type of dispute and I was charged for a product which I never received
Company Response:
State: MD
Zip: 21075
Submitted Via: Web
Date Sent: 2020-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A