Date Received: 2023-11-05
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: XXXX XXXX XXXX and XXXX credit card was opened fraudulently using my identity and XXXX and XXXX refuses to remove and delete this account from my credit report. I am a victim of fraud and identity theft.
Company Response:
State: WA
Zip: 98362
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2023, I tried to access my online marcus.com savings account and discovered that I had been locked out of my account. I called the Marcus customer service number and was advised that I should call back in 3-5 business days. On XX/XX/2023, I called back to Marcus customer service and was advised that I should wait another week and then call back because they could not verify my identity. On XX/XX/2023, I called back to Marcus customer service and was informed that I would be sent in the mail an Affidavit of Identity ( AOI ) and that I should notarize and return the AOI to be reviewed in order to prove my identity. They informed me that the AOI would be sent in 3 to 5 days. After five days had passed, I did not receive the AOI and so I called again on XX/XX/2023 and was informed that they had not yet sent the AOI but that it would be sent to me by mail. I finally received the AOI, sent to my permanent address on XX/XX/2023. I was able to have the AOI notarized on XX/XX/2023 and mailed the document by registered mail on XX/XX/2023. I called Marcus on XX/XX/XXXX to inform that I had mailed in the AOI and was informed that I should call back in about a week. I called back on XX/XX/XXXX and was informed that they had not yet finished confirmation of my AOI and that I was to call back in a week. On XX/XX/XXXX I called Marcus again and was asked to call back in another week. On XX/XX/XXXX, I called back and was informed that my AOI had been rejected and that I should call back in 3 to 5 business days for next steps. I called back Marcus on XX/XX/XXXX and was informed this time that my account was going to be closed and that they would return my funds back to the funding account. I asked for confirmation of my funding account and although they could not confirm the entire account, they confirmed that the last four digits matched with the numbers that I had given to them. We then confirmed that they would close my account and return the monies in the account to my funding account. The next day, XX/XX/XXXX, they called me, and said that they could not confirm my funding account and that if the account could not be confirmed, they would have to send me a check. I asked how long it would take to receive the check and was not given a clear response, only that it had to go through another approval process, which could be length, before they would send me my check. They asked me to call back and today, XX/XX/XXXX when I called back, they said that they could not talk to me about my own account because the phone number on my account did not match what I had give them verbally. I had confirmed my personal phone number on each call with them and returned the four digit code sent by text each time, however now they claimed that another number was on my account as the phone number. I confirmed that the phone number was my father 's phone number. I have now been locked out, with no access online to my account for over two months. I have waited patiently, Marcus has not sent me paper statements during the time that my account was locked out and they still refuse to provide me with any information on my account, even simple information such as account balance. They say they will send the paper statements, but we have not yet received any statement. At this point, I have lost complete faith and trust in banking with Marcus and wish that my monies be returned to me at once.
Company Response:
State: NJ
Zip: 07450
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: During the national XXXX XXXX, I struggled to make payments to the creditor. I was not able to work and had to file unemployment ( for the first time in my life ). I did fall behind on payments but did catch up on all late payments and have been making on-time payments since that time. I contacted the lender regarding this situation during and after the pandemic, and they indicated that there was nothing they could do. I was working with a corporation at the time that closed all of their 300+ offices nationally during the pandemic.
Company Response:
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX payment is incorrectly reporting late. The loan payment is due the XXXX of each month. The payment was made and processed through my bank account by the monthly due date.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: On XXXX, my Apple ID was hacked and taken over. That evening I received a call from XXXX, the Apple Card Goldman Sachs number. I had two recent fraudulent transactions : {$9600.00} on XXXX and {$3600.00} on XXXX both attempted at XXXX XXXX somewhere in Florida. The caller claimed to be a representative from Apple Card services. The caller told me that they could see that I had fraudulent activity on my account. The caller knew the specific amounts of the two fraudulent transactions and where they were from, as well as my last legitimate transaction {$32.00} at XXXX. The caller also knew my address and asked me to confirm it. The caller said he needed to send me a message to my Apple ID with a code to verify my identity so that he could secure my account. That is where everything went wrong. As soon as I gave the representative the code, I got an alert saying that my password had been changed. I began trying to change the password backand was not as fast as the hacker. That code is what gave the hacker access to my apple account -- which allowed him to change the trusted phone number, password, and ultimately the email/Apple ID on the account. Once he took over my account, he then had access to my apple wallet which not only had my Apple Credit Card, but also my XXXX XXXX, and my XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Within moments, he had transferred {$500.00}, {$500.00}, {$500.00} out of my account checking account through Apple Cash. In the same moment of the first Apple Cash transfer and realizing he was actually a hacker/scammer, I also received a text from my bank asking if the {$500.00} was a fraudulent transaction. The text message allowed me to report the transaction as a fraudulent charge and request a call from the fraud department. Within moments, I spoke with the fraud department and canceled my card. However, the hacker had already succeeded in completing the three charges before I was able to cut off my card. My bank began a fraud investigation with Apple Cash at this time. Next, I opened my XXXX mobile app to lock my card and request a new number. Thankfully, the hacker had not made any charges on my XXXX card. After that call, I contacted Apple Card Services to place a hold on my account so that the card could not be used while I attempted to sort out the Apple ID credentials and hopefully regain access to my account. It took a few hours to speak to a person from Apple Card Services, so some charges were made during that timebut Apple Card was able to deny them without problem. Once I spoke to someone, a hold was placed on my account and I was told to call back once I got everything sorted out to regain access to my card. That evening, I began my first of many conversations with Apple Support trying to recover my account. Each conversation with Apple has been extremely difficult simply because my apple identity no longer is supported by Appleessentially when the hacker took over my account, he erased my identity. ( While there is encrypted data that will always live on in the Apple world with my previous Apple ID, my old Apple ID is no longer supported, and therefore it appears as if it doesnt exist ). Working with the specialist, I submitted tickets to Apple technical support to help with account recovery or activation lock. Unfortunately, I was unsuccessful in gaining access to my original Apple ID, and it was apparent that I was going to have to create a new Apple Identity and then get past the activation lock. Throughout this entire process, each time I spoke with a specialist, they told me they were leaving detailed notes on my account. Each time I spoke with anyone from Apple Card or Apple Support I continued to have to detail the entire ordeal over as if the notes did not exist while new notes were being created. On XX/XX/XXXX, as soon as the fraudulent transactions were posted to my bank account and I was able to see the phone number for Apple Cash, I called in to see if I could start a dispute on the charges. At first it was not easy to do because my Apple ID was no longer supported by Apple. Thankfully, because I was the family organizer within our Apple family, using my childs device, I was able to see the email address of the hacker who took over my account -- and was able to provide that email address/Apple ID to the Apple Cash representative. With that information, the representative was able to see all of the transactions. That day, I created a dispute case with Apple Cash representative. She also helped me by blocking the hacker from having access to my children 's accounts. She told me that I should be hearing back from someone within about ten days about the dispute. Fast forward to XX/XX/XXXX, I got a letter from my bank stating that they have granted me a provisional credit for the {$1500.00} while they continue to investigate the fraud. Then on XX/XX/XXXX, I got another letter from my bank, with included documents from Apple Cash stating that because all of the charges were done through the wallet using " XXXX '' they must have been authorized by user -- and if I felt like I had a legitimate dispute to respond in writing to them. Before I sat down to respond, I called Apple Cash back to check on the status of my dispute, speaking with XXXX, which is when I found out that they had been sending emails and not getting any response. I asked which address the emails had been going to and was told that the emails were being sent to the Apple ID on file. The emails about the dispute were being sent to the hacker himself. Imagine how dumbfounded I was to find out that I had opened a dispute case to get money back that was stolen from me only to find out that the person who stole it from me was receiving emails about the dispute. I was told " this is just how the system works and you should pray about it. The information from Apple Cash stated a few key points which I sent to my bank in my dispute email : This dispute was not from my original dispute, but the banks dispute. The phone number of the account holder ( XXXX ) is not mine ( ending in XXXX ) ( nor my husbands -- ending in XXXX ). Our phone numbers have been the same for well over a decade ( I did change my number when I moved from XXXX, NC to XXXX NC in XXXX -- but I've had the same number since ... My husband has had the same phone number for at least 20 years. ) In the dispute paperwork, it says that for tenure " most recent card added in the last 7 days of transaction. For device trust is a " new device with not enough history and information to establish trust in the XXXX XXXX. '' The Phone number trust is a " new phone number on a device '' with " insufficient history and information to establish trust in the Apple ecosystem '' How was this not called into question? At the top of the same sheet, it shows that I sent apple cash to my child in XXXX. Considering the previous tenure/new device/new number, how would any of this be possible if I have been using Apple cash with my debit card, Apple ID ( established XXXX XXXX ), and ( this ) phone ( since XX/XX/XXXX )? The Apple Cash was sent to " XXXX '' which XXXX tells me is a " prepaid mobile phone. '' I have never sent money to any prepaid mobile phones through any of my apple cash .... And, my carrier is XXXX XXXX XXXX, and have never had a prepaid service. I mainly only send my children money through apple cash, as this is their main way of receiving their allowance. On XX/XX/XXXX, I went to an Apple Genius Bar where I was able to complete the process of resetting my phone and getting a new Apple IDwhich will finally allow me to start over in the XXXX XXXX On XX/XX/XXXX, I called Apple Support to update my Apple ID in the system. Then I was switched to Apple Cash where I first found out that the hacker was awarded the dispute, so the money was given back to the hacker -- but thankfully with blocking the account that my first Apple Cash representative did, it locked the hacker from having access to the money. But, I also don't have access to it. Then I was sent to a supervisor who worked very hard to connect a lot of dots to help possibly get the money that I do not have access to awarded to me so that I can pay my bank back. Finally, I think spoke with Apple Card where I was hopeful to sort out my Apple Card issues. Previously, I had been given the impression that I could transfer the card account to a new ID ( so much so that I have notes about it ), but I found out on Monday, XX/XX/XXXX that my Apple Card could not be transferred to a different account -- that it would always be associated with the previous account. I asked to close the account, and then inquired about how I would receive my bills, as Apple Card users receive their bills within their Apple Wallet app. I was told that the bill would be sent via email. When I asked the representative if the email containing the bill would be coming to my new Apple ID email or if she wanted another email address, she let me know that the bills would be going to the Apple ID email on the account associated with the Apple Card. Meaning that the hacker will get a monthly email from Goldman Sachs Apple Card with my personal information. I challenged, and begged the representative to change this and not allow this to happen and was told " there is nothing we can do '' and " I can put a note in your account. '' I told the representative that I had very little faith in the notes that were left on my account. I asked to escalate to a supervisor above her and was told there was no one who could do anything to prevent the hacker from getting my personal information -- or for me to get a bill without calling in, verifying my identity, and requesting one each month. I am very concerned about the fact that the hacker already had so much access to my personal information from the security breach that took place when he hacked my Apple ID, but finding out that he got more personal information during the Apple Cash dispute, and that he will continue to get my personal information monthly for the foreseeable from Apple Card until the outstanding balance is satisfied is alarming and should be easily preventable. -- - In addition to all of this, I have also created a police report, a report with my attorney general, a report with the FBI, and the FTC.
Company Response:
State: NC
Zip: 27103
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: After my first complain in your website ref XXXX. I was called again to reopen my account and said over the phone I will not get interested charges and they will help me to set up an interests free with an affordable plan to pay my credit card off due to my current struggling financial situation. However they have again misled me. They have reopen the account, increase my monthly interest to XXXX dollors nearly and said we are sorry we cant make arrangements affordable plans for you and you will had to pay interest too. So again they misled me to no solution and now I found myself with a higher bill and higher interest. See interests since they reopen and transfer balance from XXXX
Company Response:
State: CA
Zip: 90069
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: received a rejection email saying my application for a Marcus ( through Goldman Sachs ) " My GM Rewards card '' could not be approved due to an email discrepancy. I did not apply for any such card. I contacted " GMCardByMarcus '' and they said a fraud alert has been placed on the application, but also requested I create a police report. I spoke with agent " XXXX '' at about XXXX on XXXX, but was advised there was no case number or tracking info I have filed a police report with the city of XXXX XXXX PA XXXX # XXXX )
Company Response:
State: PA
Zip: 171XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I made a payment against my Marcus card by Goldman Sachs in XXXX. As it didn't show up I made additional payments to pay off the full balance and made inquiries on both sides. XXXXXXXX XXXX showed my payment being cashed by GS on XX/XX/XXXX, but at no time did it show up against my account. I contacted GS repeatedly, and on each occasion GS told me they could not see my payment. I escalated, after several attempts, and eventually ( today ) my payment showed up. GM credited me an additional {$1.00} It seems there should be some cost to the bank to discourage the practice of misappropriating customer payments, and stonewalling requests to escalate.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I attempted to access funds in my Apple Card Savings account. The request was denied. When I call to speak with their Specialist they told me they have to right to deny any transactions, at anytime, without explanation. I have never encountered this EVER. I would like all of my money out of the account as soon as possible.
Company Response:
State: ID
Zip: 83854
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: I had taken a loan of XXXX in XX/XX/XXXX to pay a company called XXXX to waterproof my house for a flooding basement. They were to install a sump pump, an indoor and outdoor drainage system, and moisture and water blocking on the outside of the home. I specifically told Greensky to not pay XXXX until the job is complete. I have proof of this. Greensky went ahead and paid XXXX before the job was completed. XXXX has been to my house XXXX times now and the job is still not complete. Not only is the job not complete but they have done over {$10000.00} worth of damage to my home in which they refuse to fix. They broke my basement stairs, completely scratched all of my new paint in the basement and outside walkway, broke the stone stairs leading up to my house, punctured holes in my drywall, broke a stand that was built into my wall, broke the lattices to my back deck, broke the lock to my side door. They were supposed to come back out on XX/XX/XXXX for the XXXX time but didn't show up and is not taking my calls. They also had me purchase over {$1000.00} worth of materials in which they were supposed to reimburse me for but is now refusing. Again, Greensky was not to pay XXXX until the job is complete. My basement is still flooding, I now have so much damage to my home that I have had to pay other contractors to come fix, have called off work XXXX times which is 22 days of lost wages, and lost the money for the materials. Our contract had stated that the job would be complete within 6 months, but it now has been 10 months, and they didn't show up on XX/XX/XXXX so this is breach of contract. I have sent an email to Greensky every single time that XXXX came out. I have been trying to reach my case manager at Greensky, XXXX XXXX extension XXXX, for a month now about this but she has not returned any of my many phone calls and emails. I would like Greensky to return all of my money that I have paid thus far and also clear my loan for all of these issues. I have written documentation and emails to prove all of the above.
Company Response:
State: OH
Zip: 43204
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A