Date Received: 2019-12-26
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/19 I stayed at the XXXX XXXX n XXXX. They placed a XXXX pending charge. This charge has now been pending for 14 days with XXXX telling me they released it on XX/XX/19 and my credit card company, Goldman Sachs ( Apple Card ), still shows the charge as pending. All they have told me is there is nothing they can do. They even said charges should be returned within 5-7 business days, but when asked why this has exceeded that, Goldman Sachs only said to keep waiting. I have asked multiple times about a policy in place that prevents merchants from holding on to pending funds in perpetuity, only to be ignored on the several times I have asked that question. I feel like this is a very foreseeable issue that a credit card company would face and am deeply concerned that a policy does not exist to allow for consumer recourse on this issue. I have reached out to them multiple times and have been stonewalled each time and told to keep waiting, but they wont tell me for how long. This is not right that Apple and Goldman Sachs are letting my funds sit with an outside company with no way to dispute this.
Company Response:
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2019-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-25
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/XXXX, Apple/Goldman Sachs restricted my Apple Card account. I contacted Apple Card Support via Goldman Sachs. The representative told me that my account is under review and that someone will get back to me, but no timeframe is available. However, I did not even start using the card yet. I had just gotten approved for it 2 days prior. There are absolutely no transactions to be reviewed. I was also never given a reason for the review. I can't even start using my Apple Card until it is unrestricted.
Company Response:
State: CA
Zip: 95131
Submitted Via: Web
Date Sent: 2019-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-25
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: GOLDMAN SACHS BANK USA advertised the new APPLE CARD and I applied. I used the Apple Card for several months without incident. I used my govt. XXXX ( XXXX ) XXXX, govt. email address XXXX, and Apple ID to register and use the Apple Card. I then changed federal agencies for employment, and moved from XXXX to XXXX, XX/XX/2019. My XXXX XXXX required me to return the XXXX. XXXX ( XXXX ) XXXX, and also closed my email account : XXXX. I went two months without a cell phone as a result due to my new XXXX XXXX not providing a cell phone as it had for the past 5 years. I discovered that the Apple Card and Apple ID does not work " without '' an XXXX. There is NO WEBSITE for the Apple Card in order to update contact info. I called Apple and Goldman Sachs and neither could retrieve my account. The account was registered with my govt. email and govt. cell and wanted to only send verficiations to these contacts. I no longer had access to these XXXX. accounts after departing this XXXX XXXX Without an XXXX, XXXX XXXX and Apple would not update my contact info EVEN BY CALLING THEIR CUSTOMER SERVICE CENTER. They only wanted to send emails and texts to my old govt. cell and old govt. email. I could not check my balance nor make a payment without calling Goldman Sachs. This caused me serious life distress as a result not being able to track my finances or update my contact information by reasonable means. I was told by a Goldman Sachs agent that approximately 100+ other persons like me are CURRENTLY experiencing similar distress as a result of the same Apple Card issue due to moving cities. Goldman Sachs and Apple did not think through the effect on the consumer with the credit card account only working on a cell phone, e.g. without a website. The only solution Goldman Sachs could provide was to close my account in XX/XX/2019 now tainting my stellar credit bureau reports after only a few months with the card. The Goldman Sachs account is now closed with a balance of approx. {$2300.00}.
Company Response:
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2019-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XX/XX/19, I upgraded my working XXXX XXXX to an XXXX XXXX. I had an existing Apple Card, issued via XXXX, and used that as the form of payment. The card can only be accessed through the 'XXXX ' app on the phone and there is no other website to do so. Since this date, I have spent hours upon hours in attempts to get Apple to respond and correct an issue in which I have no access to this account. I can not verify the purchase made, I have no access to the daily cash back, I can not review and receive credit card statements, and I can not make a payment. In fact, the 'XXXX ' app indicates Account Services Are Unavailable, Please Try Again Later when I try to do so. I have allowed Apple to install keystroke app on this phone, they have accessed and shared the screen, and they acknowledge there is nothing that I have done to cause this and their solution is to call XXXX and payoff the phone. While it is really not the phone that is an issue but rather the inability to access my account, verify the charges, and make payments but Apple - in their partnership with XXXX - has advertised this Apple Card product as being entirely managed within the XXXX app though a technical issue prevents me from being able to even verify the account. From missed return calls to no response from their Engineering department to XXXX simply transferring me repeatedly back to Apple, I am stuck in the loop of an endless technical difficulty that will soon ruin my credit. They are unable to even provide me with a statement and neither can I even access my credit card number to provide you for this complaint.
Company Response:
State: CA
Zip: 93306
Submitted Via: Web
Date Sent: 2019-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
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: Apple Card from Goldman Sachs Bank 3 charges were made against my brand new card in short succession on XX/XX/2019 The charges were made by XXXX XXXX XXXX XXXX in the XXXX in XXXX pounds 2 charges were accepted by the bank 1 charge was declined by their fraud department I contacted the bank on XX/XX/2019 immediately on seeing the charges. Bank said they would credit the charges, and changed my card number Charges were disputed for XXXX and XXXX, but they were not reversed Credit appeared on XX/XX/2019 On XX/XX/2019 the bank reversed the decision and charged back the XXXX I called the bank and was advised that is was not filed correctly by the agent and that they would refile and it would be credited back. No change was made to my account. Called the card services again on XX/XX/2019, the agent said the previous agent had not filed the refiling correctly. I spent 35 minutes on the phone reviewing the issue. I was advised that the merchant would have to be contacted and I would get an answer. I explained that the 2 other charges to the merchant were declined why was this one accepted. I was advised that the charge for XXXX was still under review and not closed. The XXXX is now on my bill and due. Called the card services again on XX/XX/2019. Escalated to the supervisor. Was again advised that they would resubmit, but that the merchant must have provided documents for it to be recharged, but there was not proof provided to me. She advised that they would escalate the issue and I would be contacted, but it could take them up to 90 days. In the meantime I can pay the disputed charge or I will be fined interest.
Company Response:
State: CA
Zip: 922XX
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-16
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I am trying to close my deceased wife 's Apple Card with Goldman Sachs and they won't let me close it or provide me with any information where I can send a copy of the death certificate. They want me to search my wife 's phone to find information about her card. I am unable to do that. Previously, shortly after my wife 's death on XXXX/XXXX/2019, I called to report her death. I called again on XXXX/XXXX/2019 and offered to give Goldman Sachs any information to identify that I am authorized to close this account, including my wife 's name, social security number, address and the account number and they refuse to give me an address to send this information to them. Unfortunately, there is no paper record to help identify this card. Because of their refusal to cooperate with me, the card remains open, the charges continue ( because some charges were on auto ) and interest continues to accrue. I also can not close her estate or get a final bill.
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2019-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-12
Issue: Getting the loan
Subissue:
Consumer Complaint: XX/XX/19 I applied for the Apple Card, based upon information from Apple employees that I would be able to finance an XXXX on Apple Card Installments by the end of the year. I decided to open the Apple Card, instead of applying for their 0 % XXXX loan/card to finance the phone. XX/XX/19 Apple Card Installments was announced on Apples website officially. There was nothing detailing that you would not be able to use this feature if you purchased a sim-free phone. XX/XX/19 I purchased the phone with my Apple Card. I was unable to purchase it using installments. XX/XX/19 I spoke to an Apple Card advisor via text who stated that I would return and repurchase the phone, order to get the 0 % financing, and that it shouldnt be an issue. XX/XX/19 I went to an Apple store to try to re-purchase the phone under the installment plan ( per an Apple Card advisor ), and was told that I could not use this feature unless I purchased the phone through a phone carrier ( such as XXXX XXXX XXXX ). I dont live in the USA full-time and can not be tied to a phone carrier, so this was not an option for me. Also, as of this date there is nothing listed on their website that you need to purchase through a carrier. As such, this is false/misleading advertisement. I spoke with several Apple advisors to confirm this policy. If I had known that I would have had to purchase through a carrier in order to use Apple Card Installments I would never have opened up the Apple Card. I would have opened up the XXXX card instead for 0 % financing. But now, I am stuck Financing this phone at 12.45 % interest because I dont want to ding my credit by opening up a second credit card/account immediately after opening a new account. This is deceptive marketing at its finest.
Company Response:
State: WI
Zip: 53224
Submitted Via: Web
Date Sent: 2019-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have an Apple Card issued by Goldman Sachs. On Friday XX/XX/2019 I disputed a transaction that was pending from XXXX. I did not approve this transaction, and XXXX couldn't give me any information on the order. Immediately after I disputed the transaction my card was restricted. meaning I can not use the card. When asked about this restriction I was told that it is restricted, no further information is available ' and i'll have to wait for a phone call and they don't know when it will occur. It is now 2 weeks later on XX/XX/2019 and the account is still restricted with no end in sight. Customer service is still unable to assist in any way. Additionally, they refuse to close the account despite repeated requests.
Company Response:
State: FL
Zip: 33579
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I have put in a number of credit card applications for the Apple Goldman Sach credit card.A person applies through the XXXX and have to input some personal information. Before submitting the application you are to take a picture of the front and back of your Government issued Identification. I have done this numerous times and have been denied for the reason of my identification not being able to be verified. The associates have absolutely no guidance in assisting their clients with such issues. Their responses are more generic than the emails being sent. The process in order to apply and get approved for such card is atrocious and ridiculous.
Company Response:
State: NY
Zip: 11361
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-11
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: Received an invitation from APPLE for the Goldman Sacks/Apple credit card and I unlocked my credit fill out the application which was denied. When I tried to ask why was denied it seemed that APPLE had no idea and was told that Goldman Sacks denied it. They told me that will receive a detailed explanation, but instead I received a general not applicable document in a pdf form with a generic application troubleshoot. ( ATTACHED ). I followed all the steps and instructions to the letter. Tried to reach Goldman Sacks but was not able to do it, and although I was told that I will receive a detailed explanation probably in mail by APPLE support nothing came! As you heard by now, Goldman Sacks is using illegal techniques to discriminate and other people have complaint about it publicly too. I need a detailed explanation from Goldman Sacks, about the Denial of my application for the APPLE card. I am entitled to it.
Company Response:
State: CA
Zip: 92630
Submitted Via: Web
Date Sent: 2019-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A