Date Received: 2023-11-20
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: On XXXX XX/XX/2023, I financed a purchase of ( XXXX ) items with XXXX for the following prices : XXXX - 11-inch Ipad Pro Wi-Fi + Cellular 256GB- Space Gray XXXX - Magic Keyboard XXXX - Apple Pencil XXXX - Apple Gift Card XXXX - AppleCare for XXXX XXXX I selected same day delivery via courier services, which stated I would receive my order by XXXX that same day. I received a notification that the order was picked up and was en-route to being delivered. The order did not arrive by the stated time, so I checked the tracking information which showed the gps location of the courier still near the XXXX XXXX, and stayed there for a few hours, to which the order was then marked as undeliverable due to " the address being not being found '', despite the courier never making an attempt. I contacted XXXX XXXX via their support chat regarding this issue on XXXX XX/XX/2023. The support person verified that the order was marked as undeliverable. I asked how I would be able to pick up my order, which they stated I was required to make a new order, since the previous one would be canceled as it was undeliverable. I then created a new order and purchased it via debit card instead of financing. I picked up that order the next day. I contacted XXXX XXXX on XXXX XX/XX/2023 to inquire about why the canceled financed portion was still showing on the account and then opened a dispute for all ( 5 ) items mentioned above. I spoke with an XXXX support agent and a XXXX XXXX representative on a three way call to facilitate this dispute. All five charges were temporarily reversed and a temporary credit applied to my account. On XXXX XX/XX/2023, I checked the status of the order again to retrieve the tracking information. The order was removed from my account history, I had to retrieve the order number from my email records. Using the order number, I saw the tracking information had been deliberately changed to show that the order was delivered. I contacted XXXX XXXX via chat from XXXX to XXXX to request clarification on why this happened. I provided the order number for the original order that was cancelled, and the second one which I picked up. I had extreme difficulty communicating with the support agent despite clearly stating that I wanted the tracking number for the original order, clarification on why the cancelled order now showed as delivered, and the current website for XXXX tracking. The XXXX website displays a static page stating that Oops something went wrong which has not changed for weeks. I asked the XXXX support agent for the direct website to the tracking website which they did not provide despite multiple requests. They did not provide proof of delivery. On XXXX XX/XX/2023, all five temporary credits were removed and I was charged again for all ( 5 ) items. I have the order numbers for each order and will provide them upon request.
Company Response:
State: HI
Zip: 96818
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX, my savings account was forcibly closed and all interest paid YTD ( {$4300.00} ) was taken away. I called in on XX/XX/XXXX and the customer service representative would not explain why. I then called in on XX/XX/XXXX and tried to find out why it was closed. It was escalated to a supervisor named XXXX and she was no help either. She was not customer friendly. I asked where my money was and she said it would be mailed, but offered no date when I could expect it. I asked to speak to someone else and she said there was no one else. It been 2 weeks now and nothing been received. I am sure a bank of your stature does not have only CSRs running it. Surely, she could have escalated my concerns further. I am totally dissatisfied with your company. I sold my business and now have excess cash coming in and I wanted to put it in several high rate saving accounts. Periodically, I check my several banks and move money to substantial higher paying bank accounts. This is exactly what I did in XX/XX/XXXX. On XX/XX/XXXX, I tried to transfer out 2 transactions ( {$79000.00} and {$54000.00} ) and they were denied. I called in and explained that I was moving money to a higher paying bank and the customer service representative removed the block. The next day I was successful in transferring these two deposits to XXXX XXXX ( XXXX XXXX ). I did not receive anything in the mail about account closure. This would be the most appropriate way to communicate. Email communication would also work. Your company has both of these methods to contact me with. I did receive a voice message on my phone from the fraud department but thought since I did call in and your customer service representative removed the block, all was good to go. There have been no further communications that I am aware of. I felt good about your company since I have a GM Rewards card with you. I have been a customer of the bank since XX/XX/XXXX and feel I should not be treated this way. What I want is my money back, my YTD interested credited back ( {$4300.00} which I have earned ), and interest from XX/XX/XXXX to present. I did not do anything wrong. Please take this matter seriously.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/ I opened up an account with XXXX by Goldman Sachs. After transferring {$1600.00} from my bank account into the savings account, they randomly closed my account and said that I must call them to have it reopened. After having MULTIPLE calls with different customer service people, finally they concluded that they can't open my account and that all they can do, is close my account. One person prior to this even said that they would send me papers in the mail so I can have my account reopened, but 2 months passed and they never did, even though they said it would take 7 business days... So I decided I really don't have a choice but to close my account. They said that If I call back in 2-3 business days, we can TALK about having a check mailed to me. My account has been closed since XX/XX/XXXX and they still have yet to give me my money back. I'm so frustrated with this company and it feels like my money was simply stolen from me. Please help
Company Response:
State: CA
Zip: 91411
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2023, I purchased an XXXX XXXX XXXX XXXX XXXX with XXXX from the Apple Store on my Apple Card, which provided an installment payment plan provision allowing me to pay the entire balance of {$1100.00} over 24 months at 0 % XXXX ( as shown in XXXX ) XXXX On XX/XX/2023, I received a refund of {$1300.00} to my Apple Card from a cancelled purchase from XXXX made back on XX/XX/2023 ( as shown in XXXX ). Additionally, I received a refund of {$100.00} to my Apple Card from a cancelled purchase from XXXX made back on XX/XX/2023 ( as shown in XXXX ). These XXXX refunds were related to the same transaction to purchase a coffee maker. The {$100.00} was a pre-order reservation and the {$1300.00} was the remaining balance charged. On XX/XX/2023, I contacted the Apple Card team at Goldman Sachs via their XXXX support chat and requested a credit balance refund for the {$1400.00} credited back to my account minus my current charges, which at that time stood at {$100.00}. I requested a credit balance refund in the amount of {$1300.00}. The specialist informed me " It is only {$190.00} Credit balance refund since the {$1100.00} was for the installment balance ( as shown in XXXX ). I informed the XXXX that this was incorrect and then we were disconnected. On XX/XX/2023, I contacted the Apple Card team at Goldman Sachs via their XXXX support chat again requesting a credit balance refund in the amount of {$1300.00}. After some time, the specialist informed me that a credit balance refund was successfully requested ( as shown in XXXX ). On XX/XX/2023, I noticed a Balance Adjustment on my Apple Card statement in the amount of {$170.00} with the notation Credit Reversal. This was not the full amount I was looking to be refunded and this left my Apple Card balance at {$1100.00} the exact balance of the installment plans on my Apple Card account ( as shown in XXXX and XXXX ) XXXX In XXXX, you can see that my XXXX XXXX is {$0.00}, indicating that I am entitled to any credit amount currently on my Apple Card account, which currently stands at {$1100.00}. On XX/XX/2023, I contacted the Apple Card team at Goldman Sachs via their XXXX support chat again regarding the incorrect credit balance refund amount issued ( as shown in XXXX and XXXX ) XXXX My request was immediately escalated to a supervisor when I mentioned that I would be filing a formal complaint with the CFPB should this matter not be addressed correctly and immediately ( as shown in XXXX and XXXX ) XXXX The Apple Card Supervisor reviewed the account and previous conversations and responded with : I have read the previous conversation as well to be able to better help you.. I do understand the concern and how you would like the credit balance refund. Regrettably, I am not able to perform this for you but since since the installments are on the account. I do apologize for any inconvenience. The credit will remain on the account and as you get billed the installment payment it will decrease the credit remaining ( as shown in XXXX ). I informed the supervisor this was a violation of the Apple Card Agreement as well as the Installment Plan Agreement that were both applicable to the situation in question. Nothing in either Agreement precludes me from receiving a prompt refund upon request. Yet, the Apple Card Team at Goldman Sachs have refused to do this on XXXX occasions now. The supervisors response to my claims was : I certainly understand and will be submitting this feedback to Goldman Sachs Bank for review. I thank you for your patience and a member from my management team will be in contact with you within XXXX days ( as shown in XXXX ).
Company Response:
State: PA
Zip: 19460
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have been dealing with these last XXXX disputes since XX/XX/XXXX. I have reasserted them at least XXXX or XXXX times. I requested on XX/XX/XXXX via phone conversation to send me the evidence they are using to come to the conclusion that these disputes are not fraud. I have yet to receive it. These disputes are of their own making from incompetent staff putting in the wrong case numbers. Now I would also like to complain about Goldman Sachs specialist they need training for sure. I was told by a Goldman Sachs specialist supervisor that these disputes were going to XXXX XXXX and this was on XX/XX/XXXX. This is all on their recordings that they love to do.You should also hear babies crying on those tapes. What kind of bank is this they are trying to take care of babies while trying to take care of customers! What a mess!! Then they added the charges for the disputes to my closed account. What happened to the XXXX Arbitration? It is a LAW that after 2 reassertions of disputes they are to go to XXXX XXXX. XXXX has a rule that for fraud you will not be charged for unauthorized charges. They should not be issuing a card with XXXX name on it if are not willing to stand by it. That is corrupt business practices. My evidence is the same that I sent for the XXXX disputes that were ruled in my favor. This is called harassment. I have to agree with other customers that have filed complaints about Goldman Sachs. They are corrupt and you cant get away from them and they cant be trusted!!
Company Response:
State: IN
Zip: 478XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
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: XX/XX/2023 - Received email from XXXX confirming my identity and notifying me that there was a suspicious login from California ( I live in Illinois and was in Illinois at this time ) XX/XX/2023 - This suspected account hacker tried to use all of my saved payment method cards saved onto my XXXX account until this suspected hacker got to my Apple Credit Card which the payment did go through for the total price of {$1000.00} for. This suspected hacker also tried to use my Girlfriend 's XXXX Credit Card but it did get declined. XX/XX/2023 - The suspected hacker that bought these concert tickets refunded the tickets through XXXX for a promo reward and then used the promo reward to buy different tickets for the same venue same date. XX/XX/2023 - I tried to return the tickets to see if I could get my money back that way but since the suspected hacker returned the first sale for a promo reward, I am unable to receive anything but a promo reward for this purchase. XX/XX/2023 - I opened the first dispute with Apple Credit Card customer service and had a conversation on text message and various conversations over the phone to discuss this transaction and provide proof that my XXXX account was hacked and I did not purchase the tickets. XX/XX/2023 - Apple Credit Card customer service notified me that my first dispute was reversed and I provided proof that this transaction was not made by me and they reopened the dispute. This is the start of the 2nd dispute over this transaction. XX/XX/2023 - I received a letter with the information XXXX sent to Apple Credit Card customer service to allegedly show that it was me that made the purchase. XX/XX/2023- Had a phone conversation with Apple Credit Card customer service and discussed the dispute and XXXX proof. Also sent them more proof that I did not make this transaction. XX/XX/2023- Had a conversation with XXXX 's customer service about this dispute. XX/XX/2023 - Received follow up email from the conversation with XXXX customer service letting me know that they brought this to their support team and will be following up. XX/XX/2023 - Received follow up email from XXXX telling me to report this to my bank. XX/XX/2023 - Called my bank ( Apple Credit Card customer service ) which told me that they were working on this dispute and will be updating me when they know more. XX/XX/2023 - XX/XX/2023 - Responded to XXXX letting them know that I talked to my bank and asked them if they have any updates on their end. They let me know that this is a fraud investigation and that they can not talk to me about it and to contact my bank again. XX/XX/2023 - Apple notified me that my 2nd dispute was declined and the charge is being added onto my card again. My XXXX account was hacked and I did not purchase these tickets that I was charged for and through many conversations between XXXX and the Apple Credit Card Customer Service it seems that they are assuming that I did buy these tickets even though I didn't. I never went to the concert ( because I live in Illinois and have no plans of going to a concert in California ). I never claimed or accepted these tickets in my email. I did receive the documents sent from XXXX to the Apple Card Company for the 2nd dispute and they were the exact same documents from the 1st dispute. See images for examples and references for the conversations and proof from my end and what XXXX sent to Apple Credit Card both times.
Company Response:
State: IL
Zip: 60543
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
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 have purchased an XXXX XXXX on XXXX using my Apple Credit Card ( GoldmanSachs ), total amount of {$720.00}. I have been charged, but the PACKAGE was NEVER delivered to MY SHIPPING ADDRESS. " XXXX '' is the tracking number which was never sent to my rightful address. I have contacted the shipping company ( USPS ) about the matter and they have proven that the package was NOT delivered to MY address ( seller put a different street address ). I have tried to dispute my transaction with XXXX but they couldn't help me, so I contacted my credit card for Dispute/fraud. I have sent the right information and evidence to support my claim, but my dispute got Denied, 2 TIMES already. Also the seller never responded to my messages. I hope you can please help me, thank you.
Company Response:
State: NJ
Zip: 07083
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I reached out to XXXX XXXX for work to be done to my home. XXXX XXXX sent me to Greensky for an approval and I was approved for {$10000.00} upon the completion of the work done on my property. XXXX XXXX reached out to Greensky for payment, however the ACH transaction to fund the project was returned because the account was closed. I will attach the email showing the funds was never released to the contractor account.
Company Response:
State: OH
Zip: 44128
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
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: Transactions with XXXX XXXX XXXX Illegal dwelling units Owners of rental units are required to obtain a rental license and undergo an inspection. Units that have been added to the interior or exterior of a structure without the proper permits are illegal. As a tenant in Florida, you have the right to quiet enjoyment, which means you can peacefully occupy your rental property without unreasonable disturbances. I then called code enforcement and was informed that the " guest house '' I was living in is not a legal rental. Specifically, it should not have a kitchen since it is an accessory unit on the property. There is a main house on the property and under Florida law there is only one residence allowed per lot.
Company Response:
State: FL
Zip: 33401
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
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 is NOT investigating the disputed transaction on my card dated XX/XX/2023 for the amount {$980.00}, This transaction has been resolved with XXXX merchant and they have already cancelled this on my XXXX account, i have shared the proof on the same also sent the document to Apple, i have raised XXXX disputs on this amount so XXXX Apple did provisional adjustments to the disputed amount but they are not resolving the issue.
Company Response:
State: WA
Zip: 98012
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A