Date Received: 2023-07-26
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I was mislead by Apple Mastercard aka Goldman Sachs to close my account in order to get XXXX interest as I am facing financial difficulties due to low income and XXXX XXXX. A team instructs me to close it and garentee no interest will be further charge and I will speak to a financial representative to plan an affordable monthly payment as I asked for a financial assistance program. However now they closed my account and said the team wasnt trained properly so now I find my self with penalties on my credit score with high balance credit card close and monthly high interest which I cant afford. I although I complain several times to their management nothing has done. I need to file a complaint to cut to XXXX interest for misleading and restore my credit score
Company Response:
State: CA
Zip: 90069
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Hey I never had a issue with them until now I had good reporting and never missed payment I see you guys do this to a lot of Apple users thats not fair theres no reason I need my account and spending balance lifted
Company Response:
State: FL
Zip: 33024
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Other service problem
Subissue:
Consumer Complaint: I linked a new external bank account with my Marcus Online Savings account in order to do a transfer ( or Wire ). My external bank account was opened with XXXX XXXX over the weekend and I was attempting to fund it with a portion of the available balance in my Marcus account. I scheduled a wire at XXXX XXXX est on Monday, XX/XX/XXXX and the money did not go. I called back in at XXXX and Marcus told me the reason they did not send it is because they couldn't verify that the receiving account had my name listed as one of the owners, despite it being linked. They stated that they tried to contact XXXX XXXX at their two different numbers at two points during the day and was unable to reach a representative. I called XXXX XXXX at XXXX XX/XX/23 to see what the issue was and they confirmed that, while busy, they were available from XXXX est time through XXXX XXXX est, so there shouldn't have been a reason for them not to reach someone. They did also confirm that they would not verify account ownership via voice call as part of their fraud policy and that verifying named ownership of an account is not a requirement for receipt of a wire as long as the routing and account number is correct. I called XXXX back directly after the conversation with XXXX XXXX and got the run around from several of their employees, stating the verification of ownership name on an account is a Marcus requirement and that they will not verify the information any other way than to verbally do so via phone call with that bank, and if the bank will not verify the information via phone then they will not approve the Wire or a transfer of funds ( which are the only two methods of moving money out of Marcus, which they advertise ). They stated that if I wanted to move funds to one of my other " linked and verified accounts '' that the funds should go same day and there wouldn't be an issue since the ownership ( name on the account ) had been verified already and the account ( s ) at XXXX or XXXX had been used for several transfers and wires in and out of the account before. I asked them to transfer the available balance of my online savings back to my XXXX account at XXXX XXXX est XX/XX/23, meaning the funds should be available in my XXXX account same day. They never processed the wire and it is still sitting there as of this morning. For some reason, they are holding my funds, and preventing me from withdrawing them. I have spoken to several Supervisors, none of which are helpful and just continue to tell me they are sorry I feel a certain way about the situation or that they are sorry for the inconvenience but there isnt anything they can do. Several of their representatives have hung up on me this week while trying to get details about what is going on and why. I have not yelled, cussed, though am clearly frustrated in tone and demeanor since I can not get viable answers to my questions and they seem to be making up their own rules as they go. I am now half a week in with no access to my money, which I need to move to a new bank and their refusal to assist is a huge red flag. I have never had a returned item on my account, XXXX negative history, returned deposit items, etc. I maintain about half a XXXX dollars in monies with them between multiple accounts, all of which are in good standing, so to have this much trouble transferring funds out seems like a larger issue all around. Consumers should not have to go through this many hoops in order to access liquid funds in a savings account from a financial institution.
Company Response:
State: IN
Zip: 46845
Submitted Via: Web
Date Sent: 2023-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: As a client of XXXX by XXXX XXXX, I participated in the referral program whereby inviting a friend to open an account earned me an additional percentage point in APY rate in my saving account. Want to earn an additional 1.00 % APY on your XXXX XXXX account? Here 's how! With XXXX Referred our rate-boosting referral program current and new customers can get a rate bonus on our Online Saving Account for 3 months My friend opened a new CD account, using the link that I sent him on XX/XX/23, therefore he doesn't earn the bonus, but I did, because I referred him. The bank has refused to apply the bonus to my account, I have tried several times to have the bonus applied to me through XXXX support, and the request has been ignored. At some moment they told me through the support chat that the person named I referred ( AR ) had to contact them and request the manual application of the code because the link with which the account was opened had not been applied correctly or automatically. My friend spoke via support chat receiving multiple refusals to apply the bonus to the person who had referred him, because he opened a CD and not a saving account. My friend called support and his request was repeatedly denied. I request that this action be investigated in accordance with the regulations set forth by XXXX in his application which I share below : XXXX by XXXX XXXX Referral Program Terms Existing Customers As an existing XXXX deposits customer, you can receive a promotional XXXX Referred Rate ( defined below ) on all of your XXXX XXXX Savings Account ( s ) ( each an OSA ) after a New Customer ( defined below ) opens a new OSA or Certificate of Deposit ( CD ) using your unique referral link ( a Successful Referral ). Adding a joint owner to an existing OSA will not count as a Successful Referral. Your unique referral link will be accessible in the XXXX Referred Center. You can access the XXXX Referred Center by logging in and selecting XXXX Referred in the menu at the upper right corner of any page.
Company Response:
State: FL
Zip: 33145
Submitted Via: Web
Date Sent: 2023-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: To Whom It May Concern, I have been dealing with identity theft for the past year and a half and it is a difficult and troublesome on-going issue that Im still trying to resolve. There is an on-going identify theft alert in my name with FTC. Ive also put a year fraud alert with credit companies for this entire year. Please re-open an investigation for this fraud case on my behalf. Furthermore, I have also enclosed a police report for the illegitimate charges as well circumstances that have caused the identify theft in the first place. Apple card issued by Goldman Sachs Bank USA has blocked me from seeing my bank statement under my apple ID : XXXX I have reported many charges which were fraudulent to them, however, they have re-billed everything that were reported. I can not see anything on my end I have no access to see what is happening to my account. However, I was afraid of interest would accrued on the card I just kept paying until I was able to reach out. They never returned my emails or phone calls and I'm left in the dark on why my fraud claim isn't resolved. As explained when I have reached out to them about those charges, which I can't see since my account was closed without notice, that are fraudulent due to identity fraud.
Company Response:
State: SC
Zip: 29526
Submitted Via: Web
Date Sent: 2023-07-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, I contacted Goldman Sachs in regards to a goodwill credit that was provided to other customers for problems with outgoing withdrawals in the month of XXXX. It is my knowledge that several customers were given a goodwill credit in the amount of {$100.00} due to the lag in processing of outgoing withdrawals. In XXXX, XXXX, and XXXX, Goldman Sachs had extremely negative user reviews and several articles published within multiple news sources that described the failure of Goldman to properly process withdrawals, which dissuaded me from attempting to withdrawal from my account, especially in the month of XXXX. Upon contacting Goldman, I was informed that a case was submitted to review my request for a goodwill credit by representative XXXX, my case number was XXXX. I received a follow up phone call from supervisor XXXX XXXX on XX/XX/2023, at approximately XXXX, informing me that my request had been denied. When I questioned why, I was informed that it was because Goldman conducted an internal review and identified impacted customers. The reason I did not attempt a withdrawal is due to the serious issues many consumers faced in the month of XXXX, all of which are clearly available to view with a simple XXXX search. I requested a formal letter be produced so I could forward to the CFPB, and I was told the matter needed to be reviewed with Goldman 's Legal and Compliance Teams and that I would receive a call back. On XX/XX/2023, at XXXX I received an email stating that Goldman was unable to reach me and to utilize the chat feature within the Apple Card Wallet app to get in touch. I did so, and spoke with a XXXX, who transferred my chat to a supervisor, XXXX, who informed me that he had escalated my request for a formal letter and that I needed to " check back with them in 2 days ''. I am extremely frustrated with the lack of responsiveness, the lack of empathy, and the disparate treatment I have received from Goldman Sachs. I am requesting that my goodwill credit request be honored as I AM an affected customer. Goldman 's declination to provide me this credit could be considered disparate treatment. Goldman neglected to provide thorough Account Disclosures at the time of account opening, and lacked directive on how long funds transfers would take when initiating a withdrawal, which has since been updated. Please advocate on my behalf to get this credit approved. No one should have to spend hours chatting and calling to get told the exact same thing, that it was escalated and to check back.
Company Response:
State: NY
Zip: 14225
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Hello, I'm XXXX XXXX, i have an apple card from goldman sachs. My account has been restricted for no reason. I have been asking their support team for futher assistance. they all not giving proper response regarding the restriction. please help me with this situation.
Company Response:
State: MA
Zip: 02119
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have tried to get this company to update the correct information for over a year and I have had to put in multiple complaints to the company, the collections agency, and the CFPB to have the account correctly updated. I am not sure why they have reported me late months after I have already settled the account with them.
Company Response:
State: GA
Zip: 30345
Submitted Via: Web
Date Sent: 2023-07-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
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: on XX/XX/2023. i made an order with XXXX. i used my apple credit card issued by goldman sachs bank. i never received the package. i contacted XXXX first and they said they had proof of delivery so they would not be refunding me or sending me a new shipment. i contacted apple card support and they issued me a temporary credit while they investigated the disputed transaction. i have twice now gotten emails from them stating they are going to charge me for the transaction because it was delivered. they sent me a picture of said delivery ( it is not my door or door mat the package is in front of ) i filed a police report about the incident and the police cited the package as being stolen. i sent them a copy of the police report and they again, refused my dispute. i never received this package.
Company Response:
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-24
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 purchased an Apple device financed through the Apple Cards finance plan. Apple 's pricing on the device changed after their annual conference, and as my order had not yet shipped, I sought to cancel and re-order the device at the new price. - Apple 's support told me that they had no way to cancel the order, but ensured me that I could immediately return the device upon receipt and receive a refund- I shipped the device back to Apple and received confirmation of delivery on XX/XX/XXXX ( from XXXX, signed for by Apple warehouse employee ) - I have since contacted Apple several times to follow up to get confirmation of receiving the device and told that my return is being processed. I have been promised it is, but still have not received credit on my account after over 1.5 months since Apple received the device back. - My credit score has been impacted by Apple failing to refund me in a timely manner ( due to credit overutilization outside of my control ), and my Apple card has been unusable for over 2 weeks, as my card is showing as having no available credit, despite me having fully payed off the card balance, installment balances on all Apple financed devices, and Goldman Sachs applying a provisional balance after I raised an additional dispute- I am currently looking to move apartments and this unexpected credit hit is adding additional injury on top of the amount of time and effort I have sank into following up on the issue, as I am losing out on apartment bids in a competitive rental market
Company Response:
State: CA
Zip: 94110
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A