Date Received: 2023-07-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I issued a complaint to the Federal Reserve about this matter and they requested I submit the complaint with this agency. I am writing to express my deep concern and frustration regarding the recent issues I have been facing with my Apple Card account. Over the last month, I have noticed mysterious charges appearing on my balance repeatedly. Each time I call to address the problem, the charges are credited, but to my dismay, they reoccur again later. A formal inquiry has been lodged with the Apple Card dispute department, and I have been informed that the matter should be resolved by Monday, XX/XX/XXXX. However, my primary concern lies with the accuracy and clarity of the Apple Card Credit Card Statements. I only discovered statement issues when I decided to investigate these mysterious charges further by reviewing the statements. Allow me to outline the transactions that led up to the issues : 1. On XX/XX/XXXX, an unauthorized charge of {$2.00} was made by Apple XXXX without my consent. 2. On XX/XX/XXXX, the XXXX Statement was published, including the {$2.00} charge. As I was unaware of this charge, I did not make the payment. 3. On XX/XX/XXXX, the {$2.00} charge accrued {$0.00} in interest. 4. On XX/XX/XXXX, my XXXX notified me of my Apple Card Account being past due, prompting me to dispute the XX/XX/XXXX charge. 5. On XX/XX/XXXX, I made a purchase of two XXXX totaling {$970.00} from Apple using the Apple Card, opting for a XXXX-month installment plan with 0 % APR. 6. On XX/XX/XXXX, I discovered that the tax for the XXXX was not part of the installment plan and was instead placed on the APR Balance with a variable APR. 7. I subsequently set up my bank to pay XXXX installments of {$81.00} each month ( XXXX ). 8. On XX/XX/XXXX, my bank paid Apple Card {$81.00}, resulting in interest charges for the tax on the XXXX as it was not included in the installments. 9. On XX/XX/XXXX, the Apple Card XXXX Statement was published, and my XXXX received a notification that my account was past due. 10. On XXXX/XXXX/XXXX, I paid the APR balance of {$81.00}, and Apple Card credited the interest. However, both the Apple Card Specialist and I believed that only {$81.00} was owed. The main issues I have encountered with the statements are as follows : 1. XXXX Statement : The statement appears to show an APR balance of {$81.00}, but it is actually {$84.00}. The statement should begin with the XXXX APR Balance, with subsequent transactions calculated accordingly, and the last line reflecting the XXXX APR balance. 2. XXXX and XXXX Statements : These statements are very confusing and lack transparency in several areas : a ) Payments are posted to the statement, but it is unclear how much of the payments are applied to the APR balance. b ) The 0 % monthly installment calculation is not clearly presented on the statements. c ) Similar to the XXXX statement, the XXXX and XXXX statements suffer from inaccuracies in the " Balance Subject to Interest '' section, which hinders a clear understanding of the account status. It is my belief that if Apple Card provided more transparent and comprehensible statements, such issues could be quickly identified and addressed. In light of these difficulties, I have included the statements from XX/XX/XXXX to XX/XX/XXXX for your review. I kindly request a prompt resolution to these matters and that necessary steps be taken to ensure the accuracy and clarity of future statements. Your cooperation in resolving these concerns would be greatly appreciated. Thank you for your attention to this matter.
Company Response:
State: NY
Zip: 11784
Submitted Via: Web
Date Sent: 2023-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX, Tx XXXX XXXX You are in Direct Violation of The Fair Credit Reporting Act APPLE CARD XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX has violated several of my rights. 15 U.S.C 1681 section 602 A. Clearly states that I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not finish an account without my written instructions. 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account underman open-end consumer credit plan as late for any purpose. Remove these late payments and update this account immediately as you are in direct violation of several laws under The Fair Credit Reporting Act
Company Response:
State: TX
Zip: 77073
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: While living in NY in 2018, I opened an online Savings Account with Marcus by Goldman Sachs. However, I have recently moved to XXXX and a few months after I had to close my former US phone ( I opened a new virtual US number instead ) and transferred my US correspondence to a relative 's house address. Since then, Marcus blocked and then closed my account due to unspecified reasons ( likely related to the change in my contact information ) while I was trying to make a transfer to my own external checking account, which I understand. However, it's been almost a month that I've been contacting them to retrieve my funds from Marcus to my other US external checking account ( linked to my Marcus profile ) and they are putting multiple blocks. I have contacted them every single day. It's been a week since they told me my money would be transferred to my other account. Passed their deadline ( Tuesday ), I have contacted again and have only now mentioned that I should ask my other bank to recall the funds. Which I tried, but is not a feasible option since all the savings I accumulated on Marcus throughout the years ( around {$140000.00} ) were not originally sent from my current checking account so it can't be recalled. I've contacted Marcus again and now it will take another XXXX business days for them to give me another alternative. At this point, I'm considering they are just slowing the process, and holding my money hostage until I give up. They are not willing to collaborate and most agents have been extremely unpolite. I am in the middle of an expensive medical treatment and have an urgency in recollecting my money to pay for these expenses. I please ask for your assistance into this matter. I've contacted a lawyer recently who recommended placing this new complaint.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-21
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Marcus By Goldman Sachs has been holding {$20000.00} of my money hostage from me since XX/XX/2023. It has been an extremely awful experience having a savings account with Marcus by Goldman Sachs as their policies and customer service are absolutely atrocious and flat out embarrassing. On XX/XX/2023, I transferred funds from my external account into my savings account at Marcus by Goldman Sachs to fund the account. A few days later, I decided to transfer the funds out of the account via ACH transfer to another bank that I have in my name. Goldman Sachs did not like this. Apparently, I had to of had the funds in the Marcus by Goldman Sachs account for 90 days or more before I could touch the funds and move it elsewhere, which is outrageous and no other bank has this policy. Please keep in mind that this policy was not disclosed to me or else I would have not transferred the funds there in the first place had I would have known it would be locked into the savings account for 90 days or more. This is just the beginning Marcus by Goldman Sachs AUTHORIZED an ACH transfer to my other bank account whilst on the phone with me on XX/XX/XXXX, without saying anything about a 90-day hold on my funds. At that point, the same day, Marcus by Goldman Sachs blocked my access to my account right after I requested it. I called again to report my account access was restricted and to ask why. Marcus by Goldman Sachs stated that the funds MUST return to the bank account where the funds came from I had communicated with them that this action was not possible due to the fact that the account the funds came from, I closed.. Which was the entire reason for the transfer from my bank to Marcus by Goldman Sachs in the first place. At this point, Im expressing to them that the account at the originating banks institution is closed and the funds will not be accepted by that bank. A lot of bank and forth calling between the two banks. I would call the bank where the funds came from and they would express that the account is closed and they will not accept the funds from Marcus by Goldman Sachs. I would then call Marcus by Goldman Sachs and they would persist that the funds would have no choice but to be sent back to the originating bank and that well have to see for ourselves if the bank rejects the funds, after I told them several times and even did a 3-way call with both banks on the phone where they confirmed the funds would be rejected!! Marcus by Goldman Sachs proceeded to submit an ACH transfer to the originating bank against my wishes anyways. Two days later, XX/XX/XXXX, the funds were in fact rejected by the originating bank and sent back to Marcus by Goldman Sachs. Marcus by Goldman Sachs then told me that once the funds were retuned to them, they would issue a check to me or allow me to transfer the funds to another bank ( the other bank I had attempted to transfer the funds to in the first place! ). I then had to wait 5-7 business days for a review on my account to be complete and I was told at the end of the review that I would be receiving a check within 7-10 business days. I was slightly relieved after a full month of trying to retrieve my funds, it seemed like the finish line was finally in sight. Nope, they sent a check to the originating bank instead of me even though the originating bank asked them to not because they would refuse and destroy the check!!!!! Not only did Marcus by Goldman Sachs go against both the originating banks wishes as well as mine, they in fact sent the check to the incorrect address in a different state!! They did not even have the common decency to send the check to the originating bank. They are sloppy and do not care at all whatsoever. I waited 15 business days for the check to be delivered to the originating bank in hopes that they would just forward it to me, instead the check was sent to the incorrect address and also, even if the check was received by the originating bank, the check would have been destroyed as they do not accept physical checks as per their policy, which means I waited another 15 business days for a check to not only not get delivered to the correct address, but not delivered at all Marcus by Goldman Sachs lied and stated that the originating bank stated they wanted a check to be sent to them so that they can forward the check to me.. ( Which makes XXXX sense because Marcus by Goldman Sachs could have just sent me the check directly ).. The originating bank stated several times to Marcus by Goldman Sachs that they never requested a check to be mailed to them and they do not know where Marcus by Goldman Sachs got this information from. They stated that they made this information up as the originating bank will not communicate with Marcus by Goldman Sachs without me on the phone, which means Marcus by Goldman Sachs lied to me when they said that the reason why the sent both the ( Rejected ) ACH transfer and ( Rejected ) check, was because the originating bank requested it. The story gets worse. I contacted Marcus by Goldman Sachs and stay on hold for ridiculous 45-50 minutes every day just to be told We need you to contact your external bank to receive the funds.. How does that make sense!!!!! I already have contacted them! We together, all three of us were on the phone when the originating bank told you several times that they were not going to accept the funds!!! After each and every call, Marcus by Goldman Sachs triggers an account review in order to figure out a way to give me my money back and at the end of each review they do not do anything different besides say we recommend you contact the external bank they clearly do not care!!!! The external bank can not do ANYTHING!! Marcus by Goldman Sachs has these extremely long and depressing account review periods where they review your account for 5-7 business days every single time something happens. I call and tell them that the funds will be rejected 5-7 business day review, with no information from customer service throughout that time, they dont even answer my phone calls. I call and tell them that the funds were promised to be returned to me via check or transfer/wire 5-7 business day review, with no information from customer service throughout that time, they dont even answer my phone calls. I call and tell them that I would prefer a transfer/wire instead of a wire 5-7 business day review, with no information from customer service throughout that time, they dont even answer my phone calls. I call and tell them that the check was sent to the incorrect address 5-7 business day review, with no information from customer service throughout that time, they dont even answer my phone calls. I call and tell them that the check is still not in my possession 5-7 business day review, with no information from customer service throughout that time, they dont even answer my phone calls. I call and tell them that it has been a full two months with no progress or effort from Marcus by Goldman Sachs to give me my funds back 5-7 business day review, with no information from customer service throughout that time, they dont even answer my phone calls. I call and tell them that I still dont have my funds and that the originating bank will not accept a check nor transfer, they wont accept any money because my account is closed and they recommended to Goldman Sachs to give me my funds in a check 5-7 business day review, with no information from customer service throughout that time, they dont even answer my phone calls. I call and let them know that my account has two credit cards as well in the app that I need access to pay and that have nothing to do with the savings accounts that are now closed. They are unwilling to unlock my online access. I am afraid that I wont be able to pay my credit cards on time! This is a nightmare!!! Not only have I lost a savings account for absolutely no reason, but I may lose two credit cards as well! They allow me to log in once every few days and then whenever they decide to do an account review, they re-lock my online access and I cant access my credit cards and pay them again!!!!! They told me they would issue me a check if the originating bank did not accept the check, now all of a sudden, they are unwilling to do so! They lied again! I dont even know where my money is! I am struggling and have been for two full months. I have been struggling to pay rent, I have accrued credit card debt, I am struggling to pay my bills, I am struggling to pay my college tuition. I even had to sell my car to get enough equity to keep myself from drowning. To this day I still do not have my funds I so desperately need and deserve. I never did anything wrong besides just trying to do a normal ACH transfer to another bank account in my name!!!!!!! On XX/XX/XXXX, I told Marcus by Goldman Sachs that at this point I am going to get an attorney and sue because I have endured an extreme amount of stress, XXXX and XXXX.. 5-7 business day review, with no information from customer service throughout that time, they dont even answer my phone calls.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2023-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This account was paid in full a few months ago. It should not be reflecting bad on my credit reports.
Company Response:
State: UT
Zip: 847XX
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: AS OF XX/XX/XXXX I HAVE NOTICED FRAUDULENT ACCOUNT REPORTING TO MY CONSUMERS REPORT AND CREDIT PROFILE THE COMPANY AND CREDIT BUREAUS HAVE NOT REMOVED FRAUD ACCOUNT Account name : APPLE CARD Account name : XXXX XXXX XXXX Credit usage 99 % Balance {$6400.00} Balance updated XX/XX/XXXX Credit limit {$6500.00} Account info Account number XXXX Open/closed Closed Date opened XX/XX/XXXX Account type Revolving account Payment summary No payment history available to display. Status Charged off as bad debt Status updated XX/XX/XXXX Past due amount {$6400.00} Highest balance {$7800.00} Monthly payment - Additional info Responsibility Individual account Terms- Company sold - Original creditor - Comments Dispute resolved reported by grantor Your statement - Contact info Address LOCKBOX XXXX XXXX XXXX XXXX XXXX, PA XXXX Phone number ( XXXX ) XXXX PERSONAL NOTE '' THIS FRAUD ACCOUNT BEING ON MY CONSUMERS REPORT IS HOLDING ME BACK FROM EVOLVING AS A CITIZEN IAM NOT ABLE TO OBTAIN A HOME OR APARTMENT A GOOD JOB OR EVEN A LOAN OR CREDIT CARD! I DEMAND AS A FEDERALLY PROTECTED CONSUMER THAT THE BUREAUS AND COMPANIES INVOLVED REMOVE FRAUDULENT ACCOUNT OFF MY CREDIT REPORT AND CONSUMERS REPORT NOW PERMANENTLY! I HAVE ALREADY DISPUTE THIS FRAUD ACCOUNT EVEN BEFORE THIS IN XXXX. I HAVE MADE AN IDENTITY THEFT CLAIM IN XXXX AS WELL THIS FRAUD ACCOUNT SHOULD HAVE BEEN REMOVED WITH IN 4 DAYS OF RECIEPT OF COMPLAINT!! ALL COMPANIES INVOLVED IS NOW IN VIOLATION OF THE LAW " FAIR CARES ACT '' RESPONSE DISPUTE 15 U.S. C ode 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that results from an alleged identity theft Shall be removed from the consumers report not later than 4 business days after the date of receipt. It has been 30 days and you are in VIOLATION of this law because I am a victim of identit theft!! Please delete these items as soon as possible! These accounts should not be furnished on my consumer report as they are in VIOLATION! Under, 15 U.S Code 1681b - Permissible purposes of consumer reports ( a ) IN GENERAL Subject to subsection ( c ) any consumer reporting agency may furnish a consumer und the following circumstances and no other : ( 2 ) In accordance with the WRITTEN INSTRUCTION of the consumer to whom it relates. I NEVER gave any consumer reporting agency WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federal protected consumer. NO CONSENT IS IDENTITY THEFT. As a federally protected consumer I am demanding the deletion of the accounts listed IMMEDIATELY.
Company Response:
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2023-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Once I was notified that I had an outstanding balance in the mail, I called the XXXX number given on the bill. I called numerous numbers and spoke with different people, from XX/XX/2023 till now. The only advice given to me was for me to release my personal information to them and to charge me additional money for reporting Fraud, and also to tell me how to pay for a bill on a card that I have no knowledge of.
Company Response:
State: TX
Zip: 763XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I was scammed by an online seller. They charged me {$88.00} for an item I never received and they sent me fake tracking info for. I disputed this charge with Apple card ( goldman sachs ) over and over again. I provided apple with all of the evidence to support my case which I don't believe they ever properly reviewed. Because, if they had it should be obvious I was a victim of a scam. Its really unfortunate that they sided with this fake company over a customer without looking at anything I provided. It may only be {$88.00} but just the principle of it is what brings me here.
Company Response:
State: CA
Zip: 92028
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-20
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I scheduled a monthly-balance pay in full payment of {$13000.00} to my Apple Card by Goldman Sachs XXXX Apparently I also accidently scheduled an additional payment for {$8300.00}. While the payments were still pending on XX/XX/2023, I called Apple Card Support at Goldman Sachs and told them I needed to cancel the {$8300.00} and only meant to pay the {$13000.00} to avoid interest. They said that wasn't a problem and submitted a " payment inquiry '' and said the {$8300.00} would be cancelled and not to worry about it. Then both payments came out of my checking account, the {$13000.00} was sent back as insufficient funds. I was then charged interest. I reached out again via Apple Card XXXX Text on XX/XX/2023 and said I was told incorrect information costing me interest. They said they will submit another " payment inquiry '' and fix it and refund the interest charges. This never occurred. I called a few days later again and they said all of that information was correct and there is nothing they can do about it. I was charged {$120.00} in interest, and another {$75.00} in interest is pending, when I never carried a balance over from a prior month before and never paid interest. I need the interest charges back and I need the balance to stop revolving. If I would have been told correct information I could have transferred money from my savings and avoided the fees. They gave me incorrect information, costing me fees. I believe this is against UDAAP.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2023-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-18
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: Please see the attached for picture evidence _______________________ CFPB Complaint Overview I booked a flight through a third party XXXX on XX/XX/XXXX for USD {$1600.00}. The flight to XXXX from XXXX was booked through a third party XXXX and canceled the day of on XX/XX/XXXX just minutes before I was supposed to board. XXXX could not offer me a refund for the canceled flight since I booked through a third party and therefore it was the merchants ( third partys ) responsibility to provide said refund. The merchant refused to provide a refund and threatened legal action if a chargeback was performed. Despite the threat, I disputed the transaction as goods and services not received. Yet, Apple Card and Goldman Sachs have repeatedly denied my dispute and reapplied the charges to the account. Under United States law and as specified by the Department of Transportation, I am entitled to a refund if a flight is canceled. I am asking for assistance from the CFPB to help me win this ongoing dispute. The evidence I have - Evidence that I booked the XXXX tickets through XXXX An email that my flight out of XXXX was canceled. Evidence that my itinerary was canceled Timeline - Apple Card has done multiple " internal reviews '' and the case has been ruled against my favor each time. When calling and or chatting with Apple Card Specialist at Goldman Sachs, they are unable to provide any reason as to why it was ruled in the merchants favor. I have requested from merchant evidence, but have not received any despite asking for it twice now. My suspicion is that the merchant is either submitting false information or doctored evidence as they have a history of sleazy business practices ( more on that below ) or the Apple Card team at Goldman Sachs is simply refusing to acknowledge my evidence. The merchant has also been harassing me continuously with phone calls telling me to cancel the disputes. There is a severe problem that not only am I not winning these disputes, I am wasting my time re-disputing the charge. The merchant has a long history of shady business practices and stealing money from customers and Apple refuses to protect its customers from merchants acting in bad faith. Since my initial dispute on XX/XX/XXXX, I have since disputed the charge an additional 3 times. XXXX Dispute on XX/XX/XXXX ( Case number : XXXX ) I provided evidence on XX/XX/XXXX after Apple/GS reached XXXX on XX/XX/XXXX. Despite this, I lost the dispute on XX/XX/XXXX. XXXX Dispute on XX/XX/XXXX ( Case Number : XXXX ) I contacted Apple chat to ask why my dispute was denied and asked to get it undisputed. Despite resubmitting the evidence- my claim was once again denied. The only thing the email said was that I did not have enough evidence to substantiate the claim which is simply false. XXXX Dispute on XX/XX/XXXX ( Case Number : XXXX ) Once again, when my claim was denied, I immediately tried to contact Apple to resubmit the dispute and expressed my concern that my claim kept getting denied. I was able to get the charge redisputed. Despite this, I once again lost my dispute on XX/XX/XXXX. As I am writing this CFPB complaint, I have disputed my charge for a XXXX time filed on XX/XX/XXXX ( Case number : XXXX ). Merchants ( XXXX ) history of suspicious activity and shady business practices - The attached documents show that they also have a history of refusing to offer refunds when flights are canceled. https : XXXX Please also see complaints on the XXXX from MANY customers on their shady business practices. https : XXXXXXXX XXXX XXXX XXXX Please see similar complaints from XXXX and XXXX XXXX with Apple - The merchant still refuses to refund me. Apple Card has not been any help either and have been giving me vague answers to why my dispute was denied.
Company Response:
State: NY
Zip: 10027
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A