Date Received: 2023-09-21
Issue: Getting a credit card
Subissue: Card opened without my consent or knowledge
Consumer Complaint: A fraudulent account was opened in my name which I did not authorize.
Company Response:
State: IL
Zip: 60409
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dear CFPB, Goldman Sachs ( Apple Credit Card ) is not adhering to the protection order for credit reporting under the statute below, SEC, 4021 Credit Protection During Covid-19. ( I contacted their customer service department on a recorded phone on XX/XX/XXXX. The Apple card support team told me they have no knowledge of the Credit protection statute associated with COVID-19, in which no delinquency can be reported to the following credit agencies below until 120 days after the Pandemic ended, which was XX/XX/XXXX. In addition, accounts can be modified based on the impact on consumers. I was never late on this account prior to being laid off. I paid each as long as could until my unemployment benefits ran out. APPLE CARD/ GS BANK USA XXXX Account # XXXX Date of Contact : XX/XX/XXXX Credit Limit : {$4500.00} NEVER /LATE to Start Date of Covid-19 ( XX/XX/XXXX ) Report : Late - XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PA XXXX Credit reporting Were required by the Fair Credit Reporting Act to report all account information accurately to the consumer reporting agencies. XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, PA XXXX XXXXXXXX XXXX SEC, 4021 Credit Protection During Covid-19. ( Please review the attachment - 120 days after the end of the Pandemic, all creditors must refrain from reporting delinquency or modifying terms up to 120 days after the end of the COVID-19 Pandemic. ) Please review the official start day of COVID-19 by the World Organization of Health ( Started XX/XX/XXXX ) Please check the official end day of COVID-19 by the CDC - ( the Covid-end date was XX/XX/XXXX ) Regards, XXXX XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Apple had an offer of {$25.00} cash back for each new family member added as a participant to Apple Card. On XX/XX/XXXX, my father added me as a participant on his Apple Card. According to this promotion, the cash back of {$25.00} should have been transferred to my Apple XXXX Card seven days after making a purchase of {$25.00} or more. I spent more than the {$25.00} required and still have not received this cash back. On XX/XX/XXXX, my father contacted Apple and the call was transferred to a Goldman Sachs representative who confirmed that we did everything correctly and that they would look into this matter and respond by 10 days. On XX/XX/XXXX, we were informed by Apple via email that Goldman Sachs received the inquiry we made on XX/XX/XXXX, adding that Apple is taking this concern seriously. The email stated : Your Rewards Inquiry has been forwarded to the appropriate department for investigation. Rewards Inquiry are typically resolved within two complete billing cycles, but no later than 90 days after receipt. We may contact you if additional information is needed. If we do not need additional information, you'll receive a notification when our investigation is completed. I feel that we are given the runaround and it is taking too long to resolve. Hopefully this promotion was not a false/misleading advertisement.
Company Response:
State: CA
Zip: 95032
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I spoke to Apple and I explained what happened the purchases were made through appl e pay and my physical card was stolen and my phone was also stolen. Apple closed my account and is forcing me to pay outstanding balance for transactions I did not make I have had to replace my phone multiple times. Apple is making it seem like I am lying about the situation and I feel very disrespected on that matter.
Company Response:
State: FL
Zip: 33135
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello- this is a complaint against Marcus by Goldman Sachs . I opened a savings account over 2-3 years ago and have been slowly putting money in and out of the savings account. Balance at one point has exceeded $ XXXX and withdrew around the same amount. In XX/XX/XXXX, I made a deposit of $ XXXX into my Marcus account because my daughter insisted I transfer funds there since their interest rate was much higher than what my local bank was offering. Then on XX/XX/XXXX, I wanted to withdraw $ XXXX in order to invest elsewhere. On XX/XX/XXXX, I received a voicemail from Marcus asking to call them back. When I called back on XX/XX/XXXX, I was told my savings account had a hold on it. They verified me when I called, I was able to answer all of the questions and they asked if they could send me a one time verification code. I asked them to send it to XXXX and they asked if I had another phone number that was registered to my name. I said no, since I have a shared family plan with one of my daughters. So they said they are not able to verify who I am over the phone and will need to send me an Affidavit of Identity. I asked to speak to a supervisor and was told none was available so I requested to have one call me back and also to proceed to send it to my address. No one called me back and I did not receive anything in the mail. On XX/XX/XXXX, I called back and spoke with the same person I spoke with on XX/XX/XXXX, XXXX, who told me they have not sent the Affidavit of Identity and it's still pending approval and I should call back later in the week, I asked for a call back from a Supervisor and did not receive a call back. I waited a full week, on XX/XX/XXXX and spoke to a XXXX who said it's still in the queue to be approved. I advised I was planning on filing a complaint against the company and if she could please let whoever is in charge know that I called back and would like to speak to a supervisor, they said they could submit a request for one to call back. I still did not receive a call back from a supervisor. On XX/XX/XXXX I called again and spoke to XXXX, who immediately advised she would send me a one time code to verify me, which she did and I gave her that code. We were able to proceed with the call and she told me the letter was approved to be sent out today and it should take 1-3 business days for me to receive it. ( please note : this is how it all started, the first agent, XXXX, said she could not send me the one time verification code to a phone that was not registered in my name but XXXX was ). I did not request a supervisor call back this time because I thought the issue was being resolved. Today, XX/XX/XXXX I still have not received the letter and called Marcus again. I spoke to Destiny, who advised the letter was just placed in the mail on XX/XX/XXXX and it will take 7-10 business days for me to receive it. I asked for a supervisor call back and she said she could transfer me over to one. I was on hold for 6 mins and was advised no one answered the line and she would submit a request for a supervisor or manager to call back but I could also call back at XXXX XXXX for a supervisor. I opted not to do that based on my history with this company and will check back next week to see the status of the Afidavit of Identity letter.
Company Response:
State: OR
Zip: 97070
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: On XX/XX/2023 I had my wallet stolen which contained my Apple XXXX XXXX. I called Apple, and was transferred to Goldman Sachs who told me that the card was already cancelled, and that I should request a replacement card on my XXXX. As I was traveling at the time, I did not have my XXXX with me, so I waited until I got home to request a replacement. On XX/XX/XXXX, I attempted to order a new card via the wallet app on my XXXX, but was unable to do so because the button to request a replacement did not exist. After contacting Apple support, I was told that the case was escalated and that I would hear back in XXXX days. On XX/XX/XXXX, I received an email from Apple stating that " This notice is to confirm that we have attempted to contact you to discuss a resolution on your Apple Card inquiry, but we were unable to reach you. ". I was not contacted, so I reached back out to support to check on the status of my request. They then told me that " We have documented your physical card inquiry, and our team will order you a new XXXX Apple Card. '' and that I would receive the card in XXXX days. On XX/XX/XXXX, after hearing nothing and having not receiving the card yet, I contacted support again to check on the status. I was then told that " have created an escalation case to get a Physical Card mailed out to you. Please be on the lookout for a confirmation email when the card has been officially shipped. '' On XX/XX/XXXX, I received another email stating that " This notice is to confirm that we have attempted to contact you to discuss a resolution on your Apple Card inquiry, but we were unable to reach you. ". I was not contacted, so I reached back out to support, who then scheduled a call back for XXXX on XX/XX/XXXX. On XX/XX/XXXX, after not receiving a call back from Goldman Sachs, I called Apple, who then transferred me 4 times, with the final person being a supervisor in the Goldman Sachs fraud department. They then informed me that there were XXXX existing requests for replacement cards, and that the only thing they could do was request another card be issued. At this point, I am not sure what to do in order to get a new card issued, and I have no confidence that Goldman Sachs is actually processing my requests for a new card.
Company Response:
State: CA
Zip: 94063
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: the card is apple card un charge the {$550.00} but I call the costumer service and tell apruve this mistake but in My statement does not disappear only change the # the card but this many stay old the tima as if it should thank you
Company Response:
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The existence of a derogatory rating on my account is causing me significant concern. I am deeply worried about its potential impact on my credit. It has already resulted in the denial of a recent loan application and an increase in the interest rates on my existing credit accounts. I want to emphasize the severe financial and emotional distress that this negative rating has caused me and will continue to cause until it is resolved.
Company Response:
State: FL
Zip: 33147
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On XXXX XXXX, Apple Card started showing as being Restricted with all new spending blocked. I messaged the Apple Card team at Goldman Sachs and was informed that the account is currently under review, but could not inform me of the reason for said review or how long I would be unable to use my card. On XXXX XXXX, I was still unable to use my card and messaged the same support number, to be told the same thing. As of XXXX XXXX, I am still unable to use my card with no further information given in how to resolve the issue.
Company Response:
State: CA
Zip: 95035
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am writing to address an issue on my credit record. I have observed a collection entry from your agency that has come to my attention, as I was not previously informed about this collection. I have reservations about the accuracy of the debt being asserted. Under the Fair Debt Collection Act, I possess the right to request validation of the debt. Therefore, I kindly request that you provide me with the necessary validation and take the requisite steps to resolve this matter.
Company Response:
State: IL
Zip: 60608
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A