Date Received: 2023-09-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a Goldman Sachs Apple credit card. Even though this is an Apple branded card, it is part of the XXXX network making this a standard credit card and is therefore bound by standard and customary rules and regulations for a credit card product. This would include how transactions are posted to the account and how information is reported to the three credit bureaus. However, Goldman Sachs is treating Apple transactions on this card as a " loan '' product and reporting transactions to the credit bureaus as a credit card transaction, which they shouldn't be doing. Loans are regulated differently than credit card purchases. This is how they are doing it. Say your credit limit is {$2000.00}. As an Apple Card holder, Apple allows you to make a purchase and pay over time. It's a benefit of the card. You agree to pay a specific amount each month. Apple also offers a " loan '' option via XXXXXXXX XXXX for the same monthly payment, further differentiating these two options as different products not alternatives to one another. The Apple Card is a credit card product and the XXXX XXXX option a loan product. Now say you make a {$1000.00} purchase with Apple and choose to take advantage of the card benefit and pay over time. Your monthly payment plan on the Apple Card is say {$50.00} but the product you purchased was say {$1000.00}. Goldman Sachs will take {$1000.00} out of your available credit of {$2000.00} and then your {$50.00} will go towards that {$1000.00} not the card itself, making this a loan within a credit card. Goldman Sachs will then report to the credit bureaus in a confusing and misleading way. They will report as if it's a credit card transaction, but they are treating the purchase as a loan. When it reports to the credit bureaus it will report with a " balance '' on the card of {$1000.00} and your available credit is {$1000.00}. This then reports as a 50 % credit utilization rate which damages your credit score. Under FCRA you can not report one product as another product, that violates FCRA regulations. Apple and Goldman Sachs claim, well you as a consumer agreed to their terms and conditions therefore, they can do whatever accounting maneuvering they want and this some how gives them a " pass '' from abiding by any corporate accounting and banking regulatory laws. Laws and regulations always supersede any terms and conditions a business may try to use.
Company Response:
State: NY
Zip: 100XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Apple has released their new XXXX XXXX and as I typically do every year I went to pre-order it and finance with my Apple Card for 0 %. This year apple has instituted a new rule where they are requiring me to have cell phone service with one of the 3 " Major '' cell providers ( XXXX & XXXX, XXXX, or XXXX ) in order to finance it on the apple card. I use a XXXX XXXX, a smaller cell provider, and because of that Apple is not allowing me to finance this year 's XXXX on my existing apple card. My complaint is that my financial relationship with Apple / Goldman Saks for the Apple Card and my ability to purchase a phone directly from Apple to finance on their card should be agnostic to the provider I choose for my cell phone. Especially when the only 3 providers they are requiring are all much more expensive than my current provider. There are many customers in the US that rely on lower cost cell phone providers ( called MVNOs ) and use Apple 's 0 % financing to make the total monthly cost of cell phone bills ( cost of phone + cell service ) lower than larger carrier. I feel that Apple is now colluding with the larger cell phone providers in an effort to force customers to leave the lower cost providers and re-join the higher cost major providers. I'm not sure if the providers are pushing Apple towards this or if it Apple 's own decision but eitherway I believe it should not be permitted.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
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: I am writing this complaint with regards to a charge of {$640.00} on my Credit Card account, related to a transaction with XXXX XXXX on XX/XX/2023. On XX/XX/2023, I received a call from the district manager of the XXXX XXXX store ( XXXX ) in XXXX, NY where the incorrect tires were installed on my car without my knowledge or consent. I was pleased to hear that the district manager fully acknowledged the error by his store and agreed with me that I should not be held responsible for the cost of incorrect tires placed on my vehicle, given that they were installed without my knowledge or approval. Additionally, I was informed by the Store Manager that the employee responsible for the " bait and switch '' tactic has been terminated by the store. This action further reinforces the acknowledgment of their mistake and strengthens my case against the unwarranted charges for wrong tires. As the representative of the store, the district manager recognizes the merit in my complaint and shares my concerns regarding the unauthorized transaction. Therefore, I kindly ask that you proceed to close this dispute in my favor, as I believe it is evident that I should not be held liable for something I neither requested nor was aware of. Last, but not least, attached please find XXXX XXXX response to XXXX XXXX XXXX on XX/XX/2023 supporting my conversation with XXXX, the XXXX XXXX District Manager that I've described above, and the company 's care and support for my concern and request for a refund. Thank you for your attention to this matter. I remain hopeful for a swift and fair resolution to the dispute. Sincerely, XXXX XXXX
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
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 writing to file a formal complaint regarding a series of unauthorized charges on my Apple Card account. I have exhausted all reasonable efforts to resolve this matter directly with the issuer, Apple, but the issue remains unresolved despite numerous attempts. Here are the details of the situation : On XXXX, XXXX, I initially set up a XXXX order, and subsequently canceled the order after the initial trial period. Between XXXX and XXXX, no charges appeared on my Apple Card account, indicating that the cancellation was successful. On XX/XX/XXXX, an unauthorized charge of {$77.00} was authorized on my Apple Card account by the merchant. I promptly disputed these unauthorized charges on XX/XX/XXXX, with Apple Card customer service. Disputes were filed again on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, as the unauthorized charges were not rectified. The charges for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, were recently reversed. However, these reversals came after multiple disputes were filed, indicating that the charges were indeed unauthorized. Throughout this process, new card numbers were issued each time by Apple due to the unauthorized charges. Despite this, the unauthorized charges continued to occur due to Apple 's participation in an updater program with the merchant. Apple acknowledged in my communications with their customer service that the updater program does not function as intended in the case of unauthorized charges, demonstrating their own awareness of the issue. I have made diligent efforts to resolve this matter with Apple, but their failure to prevent unauthorized charges and their lack of effective action have led me to this point of filing a complaint with the Consumer Financial Protection Bureau. The recurring unauthorized charges, despite multiple disputes and new card numbers issued, have caused considerable frustration and financial inconvenience. I kindly request that the Consumer Financial Protection Bureau intervene and investigate this matter on my behalf to ensure that these unauthorized charges are properly resolved, and appropriate measures are taken to prevent such incidents in the future. At a minimum, I am asking that they credit my account for the charges that were reversed for XX/XX/XXXX and XX/XX/XXXX ( and to really honor their zero liability pledge, the dispute for XX/XX/XXXX should also be honored ). I believe that it is in the best interest of consumers to have a secure and reliable financial system, and Apple 's inadequate response raises concerns about their commitment to protecting their customers ' financial well-being. Enclosed with this letter, please find copies of relevant documents, including communication records with Apple, transaction statements, and dispute documentation. I appreciate your attention to this matter and thank you for your assistance in resolving this issue. I look forward to a prompt resolution and your valuable support in holding companies accountable for their actions.
Company Response:
State: CO
Zip: 80111
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX i was notified by Apple Card Services who is issued by Goldman Sachs that my Apple Card was temporarily on hold due to the back office making sure to keep me safe. I was a victim of cc fraud which is why I had to change my virtual number and etc. Apple told me it would take 10 business days to restore my account but never restored it and decided to on XX/XX/2023 they would close my account without letting me know. They never told me why they put my account under review in the first place. This account closure has made my credit score go down tremendously and as a cardholder it is unlawful for them to withhold why they closed my account and do it for no reason. I was a victim of card fraud then they close my account. I was told by XXXX agents and supervisors my account would not be closed that I have record and proof of. Apple Card is using unethical practices and I need my account back ASAP!!!! You can not close an account for no reason and not let your customer know.
Company Response:
State: NC
Zip: 27858
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
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: I attended a free trial class on XX/XX/23 at XXXX am and was brought to the side to discuss signing up for recurring paid classes. I signed up without my husband there to discuss further. Their no refunds for unused classes was explained to me under the impression, and rightfully so as it is actually under their missed classes/make up classes section of the agreement, that there are no refunds for any missed/unused classes that are not rescheduled. A few hours later after leaving at XXXX pm and getting home at XXXX pm I called and texted to discuss canceling the program altogether and a refund as no services will be rendered. They tried to say that the no refunds on unused classes applies in this case even though it shouldn't for many reasons, mainly XXXX being XXXX 3 day cooling off period rule AND that it was only an hour or so after signing AND that I have not received any services yet or wanted to after considering it further. After explaining this all in person, they then provided me with a paperwork that I was not aware of XXXX signed myself that stated a no refund policy at all! It even says " telephone order '' on the signature section of this document where I was supposed to sign but DIDN'T. This was NEVER explained, brought up, signed, or discussed with me. I feel like this is grounds for a refund in all senses but also a change in their policy or procedures for this paperwork to be read, visible, and signed by buyers so they can not fall into it like I did. So I proceeded to file a chargeback/dispute with my credit card XXXX and they stated I didnt cancel prior to the processing date although the processing date was XX/XX/23 at XXXX am and I canceled same day, a few hours after at XXXX pm. This did not make sense to me. XXXX ( the merchant ) has kept the cancellation paperwork which showcases I signed same day to cancel and after attempting to retrieve it they have not provided me it. I asked the bank for dispute resolution evidence that made them side with the merchant and they have not provided me it.
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with non-monetary relief
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: My credit report is showing late payments to XXXX XXXX/XXXX XXXX XXXX XXXX , XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or the creditors customer service representative.
Company Response:
State: FL
Zip: 33155
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Marcus by Goldman Sachs force closed my account for no given reason. Many people are complaining online about the same behavior from Marcus by Goldman Sachs. There is approximately {$2000.00} in my account but I am unsure of the exact account balance. They have not sent my money back after repeatedly stating that they will. They told me the money would be returned in 1-3 business days and that was a week and a half ago. They have locked me out of the account and are refusing to send the money back or provide the statements for 2023. I requested the funds returned to my XXXX XXXX XXXX account which was the source of the funds. They have also refused access to my online statements needed to verify the exact amount of money in the account.
Company Response:
State: TX
Zip: 78626
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have called Marcus twice on XX/XX/23 between XXXX XXXX XXXX, the second representative XXXX XXXXXXXX XXXX told me that my social security number was wrong and was likely the reason for locking of my account, she forwarded me to her manager who told me that she does not have the reason and Marcus reserves the right to close or lock an account anytime. She told me that account was locked on XX/XX/23 ( no email or phone notifications ) and I will get my account reverted back to my XXXX XXXX XXXX.. She told me that it will take 5-7 business days. She told me that I can never open an account with Marcus again and there was no paperwork I can provide to clarify whatever confusion led to closure or f my account. These are my life savings and I am concerned that I wont ever get them back, my second concern is whether it was because of my name that this account was flagged and blocked and my third concern is why was I not notified, if I wasnt looking I would not have found out about it. As a small customer I hope you can stand up for me and look into this bias where clearly the bank customers dont have any rights. Please HELP
Company Response:
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I schedule a transfer from my Marcus Goldman Sachs ( or MGS ) ( the account with the issue ) to take place on XX/XX/XXXX for a total {$13000.00} to my XXXX XXXX account. On Wednesday, I learned that MGS could not verify my XXXX information- which is absurd because not only you are not allowed to add a new linked bank account if it is not verified - let alone go through with a scheduled transfer, but also I did do transfers to that ( supposedly unverified ) account in the past! so the transfer did not go through. Instead of offering to transfer to my other bank account registered with them ( XXXX XXXX XXXX XXXX XXXX ), they also blocked me all access to my account telling me -as evidenced by a recorded call, that my access has been restricted. This is the money I set aside to pay my taxes, which I am having an issue doing. TO add to my stress, no transaction is showing up in my dashboard after XX/XX/XXXX, including withdrawals by my credit cards, vehicle payments, or money coming in such as XXXX from my Employer, which took place on Friday. Since this bank does not have a physical presence ( only online ) effectively I dont have access to my money. In the screenshot attached, you can see that no transaction is shown after XX/XX/XXXX ( although there should be several, as described ), with the exception of another attempted transfer that I initiated today but which did not effect yet.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A