Date Received: 2019-09-10
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I recently signed up for an got approved for an XXXX Credit Card through Goldman Sachs. I immediately started to switch different services over to the card so I could start earning rewards. I didn't have any issues with the card until XX/XX/2019 when a XXXX transaction going through XXXX for {$60.00} was declined for the reason shown in app as " Fraud Suspected ''. I marked in app that the transaction was mine but by this time XXXX already started taking the money from my other account. I at this time thought it should be ready for next week when they will try this same transaction again since I have already told them that it was me. On XX/XX/2019 I was billed again for XXXX as expected. This week I ordered some extras so a separate charge came through for {$9.00} and posted to my account with no issues. Once again the charge for {$60.00} came through and was again declined. This time I did not have enough in my back up account to cover the transaction as I had already moved most transactions over to the new card and didn't keep the available balance in the account. I was charged a {$32.00} fee for not having the required funds in that account. I first notified Goldman Sachs of my issue on XX/XX/2019 and was assured there was nothing wrong with the account. They assured me that if I were to try again the transaction would go through the next week. On XX/XX/2019 is when I first noticed that my other account had gone negative because of this and once again contacted Goldman Sachs to let them know that I was not happy with what happened and wanted to know why my transaction was declined. I was told over the chat support that they would be unable to help me since I was requesting them to reimburse me my {$32.00} since there system made it seem like once I approved the transaction there should be no further problems. They directed me to call their support line. I was on the phone for 45 minutes being passed around to various people all of whom had a different story for why my transaction was declined. The first person I talked to told me that there was no way for Goldman Sachs to look up the reason they declined my card. When I then asked to speak to a supervisor I was placed on a very long hold to then only get to speak to another specialist. This person told me there should be no issues using XXXX to make these kinds of payments and that they could not see anything wrong with my card. They kept trying to tell me that the merchant may not accept MasterCard but they do and I was able to confirm they do. They eventually said they would escalate and request that I be refunded the {$32.00} fee since if the system worked as it was supposed to I never would have received the fee from my other institution. Today on XX/XX/2019 I messaged Goldman Sachs again to see what had happened of my dispute with them as I received no confirmation that it had indeed been escalated. I was told by this employee that the transaction wasn't declined because of fraud but instead that it was declined because it was XXXX and I would need to contact XXXX to see why. He continued to say that was the issue even though other reps told me XXXX was okay and other transaction through XXXX go through just fine. I also informed him the app tells me the transaction was suspected fraud and he tried to assure me that was not the case and that the real issue is that it is XXXX. I was then directed again to call for further support. I call again. This time ask for a supervisor and get one almost immediately. I explain my situation again. I am then informed that he does see my complaints were escalated. I ask if I would be able to place a fraud monitor suppression on my card so I can make the purchase and he is unable to tell me if that is possible so I ask if I can be transferred to the fraud department to someone who might be able to answer the question. I was transferred to the fraud department where I was told that even though I said the transaction was me that doesn't mean they won't continue to think it was fraud even a week later. I was also told that it would not be possible to place a fraud suppression on my card for my security. I ended this 30 minute phone call with no hope this transaction will ever go through and no answer still to why this transaction continues to be declined. I have spent hours of my time trying to figure this out with no resolution. I had a hard pull on my credit for a card I now no longer want to use because I have no way of knowing if and when my card will be declined and for what reason. I have been lied to purposefully or out of ignorance by multiple employees at Goldman Sachs.
Company Response:
State: KS
Zip: 67037
Submitted Via: Web
Date Sent: 2019-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I tried to apply for the XXXX XXXX XXXX issued by Goldman Sachs. At the end of the application, it asks for a scan of an official government ID. I tried and tried to scan my passport but it kept rejecting it. There is no way to ask for help, no phone number, no chat bot nor email address to complain and ask for assistance. When I call XXXX or Goldman Sachs they have no idea where to direct my call and just tell me to resubmit.
Company Response:
State: NV
Zip: 89118
Submitted Via: Web
Date Sent: 2019-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-09
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I have applied for the XXXX Credit card on my XXXX through the XXXX app and have been denied both times because my " identity can not be verified ''. I am using a California Real ID which has XXXX HSA requirements to verify I am who I am. My Real ID has a PO box and Goldman Sachs will not accept a PO box but does not provide an additional physical address box when applying. I live in a rural area that doesn't not deliver to my physical address which is why all my IDs have PO boxes -- it is the only way I can receive my mail. I tried calling the XXXX Support and all they say is that a physical address is needed but my ID only has a PO box . Endless circle to nowhere. My only other Credit Card has an available limit of over 20K so I think I have sufficient good credit history ... Goldman Sachs and XXXX need to fix this problem.
Company Response:
State: CA
Zip: 956XX
Submitted Via: Web
Date Sent: 2019-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-03
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: Goldman Sachs declined my XXXX XXXX application based on " You have recently been past due '' using XXXX as the credit report. XXXX says there are zero recent past due accounts. Goldman Sachs says XXXX reports recent past due accounts to them. Goldman Sachs refuses to tell me what the past due accounts are. XXXX says there are none and therefore I can not dispute anything. My score on the decline letter is XXXX. I am appealing to the CFPB because I have no way to dispute " recent past due '' accounts that do not exist. Note that Goldman Sachs blames XXXX and XXXX blames Goldman Sachs. Numerous calls to both, recorded by them, have failed resolve.
Company Response:
State: NC
Zip: 28081
Submitted Via: Web
Date Sent: 2019-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-03
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: On XX/XX/XXXX, I applied for the XXXX Card from Goldman Sachs Bank, XXXX XXXX XXXX Branch. After getting an identity verification error, I contacted Goldman Sachs Bank and was told that I need to keep trying the application as there is no limit to the number of times I can retry. I was able to get to the part where I have to scan my drivers license and they were having issues with certain states drivers licenses. I followed the directions from the representative and kept retrying the application. After the 5th retry, I began getting a message that I had applied multiple times and they were unable to verify my identity. After multiple calls and speaking with multiple agents on XX/XX/XXXX, XXXX and a manager around the XXXX, the company informed me that they had no resolution process in place for customers whos IDs were triggering issues with their scanning mechanism. This is unacceptable for a large bank to not have a manual verification process in cases where there is a clear and acknowledged system issue.
Company Response:
State: MN
Zip: 55414
Submitted Via: Web
Date Sent: 2019-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-02
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I am being denied for a XXXX Credit Card with Goldman Sachs Bank due to verifying my identity.
Company Response:
State: FL
Zip: 32825
Submitted Via: Web
Date Sent: 2019-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-26
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I have a fraud alert on my credit reports due to prior identity theft that requires manual verification of my application submission through a process of calling me at a number listed in the alert to confirm that the application should proceed. This is not a freeze or lock. I applied for the new XXXX XXXX through Goldman Sachs. Almost immediately I received a rejection due to being " unable to verify my ID. '' Typically this results in a " we need more time to evaluate your application, '' followed by a call from an issuer 's fraud department to confirm my ID using their internal verification process, then proceeding to process the application. Goldman Sachs did not attempt to verify my ID and immediately denied the application without following the instructions in the fraud alert. I called into XXXX XXXX support, which ultimately ended up in an escalation to Goldman Sachs, who were unable to proceed and could not see the fraud alert on my credit report due to their automated system. Goldman Sachs was also unable to escalate the issue internally, denying that they had a fraud team capable of providing manual verification. Worse, the XXXX/Goldman Sachs system publicizes an alternate identity verification process that includes taking a picture of your ID with the device you're applying from - this process was never initiated. Goldman Sachs advised re-applying, so I did. After a second rejection, I again called Goldman Sachs, and again escalated through four people who were unable to even see the fraud alert, much less process it, and who then suggested that I should remove the fraud alert from my credit reports then re-apply - leaving my accounts unsecured/insecure. For an issuer to suggest removing consumer fraud protections from a credit report because their automated system isn't properly built to handle fraud alerts. Past that, they're unwilling to follow established fraud protection procedures and have no manual process in place to validate consumer identity.
Company Response:
State: TX
Zip: 78727
Submitted Via: Web
Date Sent: 2019-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-24
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: While I have an outstanding credit rating ( 820+ ), and more than enough income, I did not qualify for the lowest advertised APR. I first applied for the card on XX/XX/XXXX, and my application was accepted immediately. I contacted XXXX XXXX/XXXX XXXX customer service that same evening looking for an explanation as to why I didnt qualify for their lowest APR advertised. They could not explain why I personally didnt receive the lowest rate, and offered no transparency or any avenue to lower my rate or get more information.
Company Response:
State: NY
Zip: 11768
Submitted Via: Web
Date Sent: 2019-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The reason my XXXX XXXX was declined was stated as Your credit balance is too high relative to your credit limit When I looked at my credit I see my discover card reflecting a XXXX balance when in fact it has a XXXX with a credit limit of XXXX balance which is under 30 % usage. I believe this is the reason I was declined.
Company Response:
State: NY
Zip: 10453
Submitted Via: Web
Date Sent: 2019-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-20
Issue: Getting the loan
Subissue:
Consumer Complaint: I feel like Im being toyed with, and this has been going on for years, I think theres a tinge of discrimination here.
Company Response:
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2019-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A