Date Received: 2023-09-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/2023, I sent a Notice of Tender and Notice of Acceptance to both the company and the indentured trustee, providing them with a ten-day period to comply. The presented amount in the notices amounted to {$4000.00}. Under 12 CFR 1026.13 - Billing Error Resolution ( Regulation Z ), I wish to assert my rights as a consumer : I have the right to withhold the disputed amount, and the creditor is prohibited from attempting to collect any portion of any required payment that I believe is related to the disputed amount, including related finance or other charges. The creditor is obligated to correct the billing error and credit my account with any disputed amount and related finance or other charges, as applicable. Additionally, they must mail or deliver a correction notice to me. Pending the resolution of the billing error, I retain the right to withhold the disputed amount, and the creditor may not attempt to collect any portion of any required payment related to the disputed amount, including related finance or other charges. If I have enrolled in an automatic payment plan offered by the card issuer and agreed to pay the credit card indebtedness by periodic deductions from my deposit account, the card issuer shall not deduct any part of the disputed amount or related finance or other charges if a billing error notice is received any time up to 3 business days before the scheduled payment date. Furthermore, as defined in 15 U.S. Code 1601, the term " credit card '' encompasses any card, plate, coupon book, or other credit device existing for the purpose of obtaining money, property, labor, or services on credit. Under 15 U.S. Code 1666d, concerning the treatment of credit balances, the creditor must take the following actions whenever a credit balance in excess of {$1.00} is created in connection with a consumer credit transaction : A. Credit the amount of the credit balance to my account. # XXXX B. Refund any part of the remaining credit balance upon my request. C. Make a good faith effort to refund to me by cash, check, wire, or money order any part of the amount of the credit balance remaining in the account for more than six months, except in cases where my current location is not known by the creditor and can not be traced through my last known address or telephone number. Moreover, in accordance with 15 U.S. Code 1693m - Civil Liability, I am entitled to : Actual damages resulting from the creditor 's failure to comply. In the case of an individual action, an amount not less than {$100.00} nor greater than {$1000.00}. Lastly, under 15 U.S. Code 1693n- Criminal Liability, any failure to provide information as required by the aforementioned regulations may result in fines or imprisonment. Furthermore, UCC 3-603 outlines the principles governing the tender of payment of an obligation under a simple contract. In addition, 18 U.S. Code 8 defines the term " obligation or other security of the United States, '' which includes various financial instruments issued under Acts of Congress. Finally, UCC 3-603 ( b ) stipulates that if a tender of payment is made to a person entitled to enforce an instrument and is refused, there is a discharge of the obligation to the extent of the amount of the tender, particularly concerning indorsers or accommodation parties with recourse rights. It is imperative that the company and the indentured trustee acknowledge and adhere to these laws and regulations promptly.
Company Response:
State: FL
Zip: 33309
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX, XXXX, XXXX and Apple Card- GS Bank USA refused to remove fraudulent account form my credit report, after I sent them a copy of my Identity Theft Report, Police Report, ID, SSN and utility bill which I will include in this compliant. I am requesting that all companies listed send verified documents and the methods that was used to verify this fraudulent account per the information act and FCRA. Apple Card- GS Bank USA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: MI
Zip: 48234
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I was alerted to an account being opened with Goldman Sachs Bank in XXXX. Myself and my XXXX Identity protection agent called on XX/XX/XXXX to have it closed. We were on the phone for 2 hours to close the account. This account was open under identity theft and we explained that all to them and they assured us it would be closed and in 10-14 business days I would receive confirmation. Now over 20 business days later it was still not closed. Myself and my agent called today and again were on the phone for over an hour. They told us that the account was under investitagtion and that it was never closed. In addition when they tried to verify my identity the number and email address that they had did not match what I had provided last time because the person who did the opening of the account was able to call back and change it. In addition they asked me for the verbal password which I had never put on because again it was the person that stole my information and opened this account. While on the phone today they stated that due to it being under investigation that they could not close it, that it was only locked. They refused to give us contact with the department that could handle closing the account and stated they needed another XXXX business days. We told them over and over that their is no reason for there to be an investigation when it was reported to be fraud over a month ago and I still had not received ay documentation that it was closed. They would not close the account and stated that it is locked and all I could do is wait another XXXX business days to get a response on it. They were horrible and we told them that we would be filing a complaint. We need this account closed and this company looked into. Who knows what else will happen in the next XXXX business days for them to investigate this account. I do not trust that they will ever close it or follow through with anything in regards to this. They had over 20 days to take care of this, when they said it was closed on XX/XX/XXXX, and even admitted today that they never closed it and pretty much the customer service agent who told me on XX/XX/XXXX that it was closed was a lie. This account was open by an identity theft, and Goldman Sachs Bank, refuses to close the account and follow through. They continuing to lie and not complete what is asked and expected of them.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I used to have an AppleCard issued by Goldman Sachs with a {$750.00} credit limit until Apple declared my email address as " fraudulent '', due to unauthorized payments coming from the address. They said that all I needed to do was switch email addresses of the Apple Card from my old email address, XXXX over to my new email address XXXX. Long story short I wasn't able or allowed to switch my email address over to the new from old so, Goldman Sachs closed my AppleCard account without notice. My credit has improved since the original credit pull, but to no avail I can not get an AppleCard. The reasons were recent delinquency. Time since delinquency is unknown or too recent, and Length of time since accounts were established. Now the answer is I have applied too many times, yet it tells you to reapply if you feel the decision was in error.
Company Response:
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
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 am not sure for what product or service I have been charged {$1100.00} on my credit card. All I know was I purchased a XXXX XXXXXXXX on XXXX XXXX it had internal camera issues, I requested for replacement they XXXX approved it. I got the new phone and I returned the previous phone on the same day around the last week of XXXX. And after 2 months ( XXXXXXXX XXXX ), I got this charge without any explanation. On XXXX XXXX I saw an update it the replacement was canceled without explanation. So I do not know for what they are charging me or why are they charging me. I further investigated, I found out that XXXX delivery partner of XXXX had successfully ship my return and XXXX received it. But upon arrival XXXX did not received the phone. When I requested to get box weigh of my shipment. XXXX records are deleted and they have no evidence to support it.
Company Response:
State: CA
Zip: 945XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Short version : I'm locked in a fraud-block cycle where my transactions are declined, the card is blocked and put under review, and when the review is cleared, the same transactions are declined again and the cycle starts over. When I asked a phone agent to close the card because it wasn't worth this hassle, my request was refused. I opened this card for the cash-back benefits for Apple transactions , and I've been entirely unable to take advantage of those, and instead used a card that only provides XXXX XXXX instead of the advertised XXXX XXXX I applied for this card to use. Long version : XX/XX/XXXX Applied for Apple Card. The application was approved with a {$8500.00} credit limit. I purchased a XXXX XXXX through the Apple Store App for pickup in-store for pickup that day, the card worked fine for this ( and two small transactions, one in the store, and one App Store transaction on my new laptop ). Later that night, the card was blocked for review. I received a voicemail asking me to call in, did so. I had to go through an identity verification process and was told the " Identity Theft Alert '' on my card would be removed. XX/XX/XXXX Decided to return the XXXX to get a model with different specs. I tried to place an order using the Monthly Installements option through the App Store ( same as my initial purchase, but a different purchase amount ). The transaction was declined, despite the credit limit being sufficient to cover both this purchase and the pending transaction for the laptop I was returning. I tried two more times to see if it was just a glitch, including one time using pay-in-full instead of the Monthly Installments option. The last order ( pay-in-full ) went through. A few hours later, I received another voicemail asking me to call in. I did, just to be told that my " account was under review '', and there was nothing they could do over the phone ( so why leave a voice mail telling me to call in the first place? ). I mentioned the issue with the pending transaction ( the pay-in-full order that went through ), and the agent told me they would try to escalate the review. XX/XX/XXXX Received an email from Apple that there was an issue with the payment on the order and I needed to update my payment method. My Apple Card was still blocked, so I had to call in to add a different card to the order, one with significantly worse cash back returns for this transaction. XX/XX/XXXX My card was unblocked. I attempted to place a new order, using this card, for the XXXX XXXX specs I wanted ( intending to cancel the order that was charged to my other card ), and the transaction was declined yet again. A few hours later, I noticed ( unsurprisingly ) that the card was blocked again. I called in, waited for 20 minutes on hold, and had to hang up. I called in again and was able to speak to an agent. I explained this whole story to her. She put me on hold and came back to say my account was under review ( *again, * for the same purchase that was blocked, reviewed, and cleared over the weekend ), and there was nothing she could do other than tell me to wait out the review -- which I'd already done once, and had no reason to believe would have any different effect than it did the first time. Unsatisfied with the options, I asked her to just close the card. I was told that couldn't be done while the account was under review. I asked if she could leave a note on the account to close it as soon as the review was completed. She said she was making notes, but that to close the account, I'd have to call back in again after the review was completed. At this point the call quality degraded, I could no longer hear what the agent was saying, and, extraordinarily frustrated, hung up.
Company Response:
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I initiated a withdrawal from my Apple Savings account with Goldman Sachs to my linked bank account with XXXX XXXX. This worked in the past well. I will gradually remove the money as I have to do the downpayment for a house. They declined the transfer and emailed me to call, which I did. In short, they claim they have reviewed my account and can not send a verification PIN to my phone number ( it is with XXXXXXXX ) during a review. I try to resolve it on the phone with them. They claim I have five or so numbers on file. I asked to send two other numbers that are mine. I have no idea where the other numbers come from and they refused to give me the numbers ( only the last four digits ). I am receiving codes from other banks. I did let them know and asked for other options. They said there are no alternatives. I asked for a supervisor, with the same result. I asked again for a supervisor and was told she was the only supervisor. After asking repeatedly for their manager and explaining that everyone has a manager, she offered a callback from her manager. I have no access to my money and they refuse to transfer it with these arguments. I tried to resolve it with them but they refused to. I am seeking your help so I can access my money as timely as I need it. Thanks a lot, and please let me know if you have any questions.
Company Response:
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Problem with a 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 Bank services my GM Rewards Mastercard. I got an email this morning notifying me that they had lowered my credit limit from {$2500.00} to {$1000.00}. The stated reason is : Your XXXX credit report shows you have recently been past due on another credit card account. In fact, this reasoning is false. I pulled my report after receiving the email and it shows no derogatory activity since 2019, well before this account was opened. I have received no correspondence from my current creditors that I am past due at all, much less more than 30 days to have this information appear on my credit report. I called and first spoke with a representative who identified herself as a supervisor ( I did not ask for a supervisor, I simply got one ). She stated I would have to obtain the credit report TU furnished. It seemed as though she believed it was most likely there was simply information on the report I was not aware of because she asked if I was getting my information directly from XXXX or a third party like XXXX XXXX. I informed her I had a contradictory credit report more recent than the email, directly from XXXX. She advised that I call XXXX anyway. So, I called XXXX and was informed that my current copy of the report was the same information that was furnished to Goldman Sachs. They said this would be something to dispute with the creditor directly, since my credit report doesn't actually contain any recent derogatory information. I called Goldman Sachs back and reached another representative. He apologized for the inconvenience and informed me that this is an automatic process, he can not see why beyond the stated reason, and my only recourse is to apply for a limit increase in the future. He said he would note my concern on the account, but that there was nothing he could do. Goldman Sachs admittedly has no escalation/dispute process for something like this, or they are being elusive in offering it. They assume that their system correctly assigned adverse action, and that if there are any issues I must contact the credit bureau ( the adverse action email says as much ). The only thing that makes sense is that they are using my bankruptcy and the accounts discharged in it, which occurred years prior to my account opening with them, against me now, when they did not choose to use it against me when I applied for an account in the first place. Or perhaps it's an inexplicable system error. I don't know, they can't tell me, and it doesn't make sense. I can provide a copy of the credit report on demand to prove this. I do not know what rights if any I have to dispute this, but it's literally not an honest business practice to deal with a consumer based on false information and then refuse to investigate its accuracy.
Company Response:
State: CA
Zip: 91941
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I literally got a refund from Apple and a dispute with them then it got fixed before that could even happen its been 10+ days with my account restricted requesting payments and all and I havent heard anything from support at Apple Card . They said we cant help over the phone you have to wait
Company Response:
State: NY
Zip: 11378
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Indiana XXXX XXXX XXXX XX/XX/2023 XXXX XXXX XXXX XXXX XXXX XXXX Complaint - Release of Funds from Marcus Goldman Savings Account Dear , CFPB I am writing to seek your assistance in resolving an issue concerning my Marcus Goldman Sachs Savings Account . Goldman Sachs has been withholding my funds, which are held in a savings account. My name is XXXX XXXX, and for the past 24 days, starting on XX/XX/, I have been diligently attempting to address this matter through numerous phone calls and the submission of documentation to Goldman Sachs. Unfortunately, my funds have remained frozen and inaccessible during this time and this has caused much undue stress as a single mother, small business owner who makes a living based on commission, and as a full-time XXXX XXXX To provide further context, I am unable to access my Marcus Goldman Savings Account. Not only can I not transfer or obtain my own funds, but I can not check my account number, balance, transaction history, or anything related to it. When I attempt to log in, I am met with a notification indicating that my account has been locked and that I should contact the institution for resolution. Upon contacting Marcus Goldman, I was informed that their verification process necessitates an outbound call to the transferring bank and in this case its XXXX XXXX XXXX XXXX, where I had requested my funds to be transferred. However, XXXX XXXX XXXX XXXX, like many other financial institutions, has a policy against disclosing confidential information during inbound calls. It's worth noting that Marcus Goldman 's policies regarding their verification process is the same as XXXX, where they do not allow inbound calls and will not provide confidential information to another external banking institution by phone. Although, this is part of their current standard practices. Since XX/XX/XXXX, and after the representative breached their confidentiality agreement and provided me with my secret password- I have repeatedly requested that Marcus Goldman promptly close my account, but they have failed to do so. During one phone call with a Goldman representative, I was informed that Marcus Goldman would close my account due to alleged fraudulent activity, with my funds returning to the original account. However, another call contradicted this statement, with Marcus Goldman explaining that they were not closing my account. Subsequently, I was advised to send my XXXX XXXX XXXX XXXX account statements to Marcus Goldman by mail as part of the verification process. The representative explained the verification process would take at least 10 days and if this was an accurate statement Goldman Sachs should have released my funds by XX/XX/. A representative did confirm receipt of both my final notice and account statements, and she explained they were received on XX/XX/. After receipt of the final notice and account statement Marcus failed to call me to resolve the issue until I called them on XX/XX/, where she explained they did in fact receive the documents. In my efforts to resolve this issue, I have contacted Goldman Sachs customer service on numerous occasions, providing detailed records of each call : - XX/XX/XXXX at XXXX XXXX ( Duration : 14 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 29 minutes ) - XX/XX/ at XXXX XXXX ( Duration : 24 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 18 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 23 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 39 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 14 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 15 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 12 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 13 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 11 minutes ) - XX/XX/ at XXXX XXXX ( Duration : 26 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 2 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 14 minutes ) - XX/XX/XXXX at XXXX XXXX ( Duration : 43 minutes ) Despite my persistent efforts to resolve this issue, my funds remain unreleased for 24 days since my initial request on XX/XX/. On XX/XX/, I visited the XXXX XXXX XXXX XXXX in person as Marcus Goldman explained they needed to speak with my banking institution to transfer the funds. I called Marcus Goldman, placed the call on speaker phone as I sat with XXXX XXXX, the Vice President of XXXX XXXX, at XXXX XXXX XXXX XXXX, while speaking with Goldman Sachs. During this call, both XXXX and I were surprised by the comments made by the Goldman Sachs representative and the uncertainty regarding the release of my funds, as there was no apparent reason for their continued withholding. Additionally, Marcus Goldman made statements around their contradictory verification process, and policies during this time. While on the phone, I also explained that the first time I spoke with a representative they had breached their confidentiality agreement by disclosing my secret password over the phone after I had provided an incorrect one. In response to this ongoing situation and the resultant overdraft fee I incurred at my personal bank due to Goldman declining the transfer of my funds, I sent a formal notice to Goldman Sachs on XX/XX/, urgently requesting the release of my funds. Alongside this notice, I included bank account statements from my XXXX XXXX XXXX XXXX account, which unequivocally confirm my ownership of the account and its non-business nature. Regrettably, my funds have yet to be released. XXXX at XXXX did say that we could discuss the overdraft fees once the issue relating to Goldman Sachs was resolved as she quickly understood that it was no fault of my own. During a recorded conversation with a Goldman Sachs representative, I was informed that it would take approximately 10 business days to address and rectify these concerns for the release of funds. In accordance with this information, I allowed a total of 14 business days from the date of that letter for the initiation of the transfer, which equates to XX/XX/. However, as of the date of this letter, my funds remain unreleased, causing not only financial hardship but also significant stress and inconvenience. This situation has placed an undue burden on me and my children, as I am a full-time mother, business owner, and XXXX. In one of the many phone calls to Marcus Goldman I did request transcripts of each phone call and they have failed to provide these as of XX/XX/. I am currently and actively trying to seek legal counsel on this matter, and I am writing to you urgently asking if you can help in anyway? My house payment is due on XX/XX/, and the unavailability of my funds in my Marcus Goldman account will undoubtedly lead to further stress in the near future. Any assistance or guidance you can provide would be greatly appreciated. Sincerely, XXXX XXXX
Company Response:
State: IN
Zip: 474XX
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A