Date Received: 2023-07-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Back in XX/XX/2023 I applied and was approved for Apple Credit card and purchased two laptops for my children. Next day I went to XXXX and found the same laptops {$500.00} cheaper. I called Apple and asked for price match which they refuse and told me to return the products, which I did the following day. I have not received any communication from Goldman Sachs or Apple in the mail and on XX/XX/XXXX, I received an alert from my credit monitoring company regarding late payment on my credit report. I started to investigate and found {$120.00} balance on Apple card. I did not receive any statements or communication from Goldman Sachs or Apple regarding this and was completely shocked since I returned all what I purchased for full refund. I called the number on the credit report and spoke to the Goldman Sachs representative, who informed me that the balance due reflects daily cash/cash back that Goldman Sachs gave me for the purchase. I have never received anything from Goldman Sachs or Apple and never had the access to the cash back they are referring to or have knowledge about. I did not redeem anything and like all normal credit cards require did not approve any redemption. The account Goldman Sachs claims the cash was sent to, has never been setup and I do not use Apple wallet where the Goldman Sachs claims the cash will show up. On XX/XX/XXXX, I made a payment to pay the balance on the card which I do not owe to them and I have no access to the cash they referring to. Also, on the top of that, I have a late payment on my credit report that significantly affected my nearly perfect score. I contacted Goldman Sachs multiple times and spoke to many different supervisors and representatives and no-one is willing to do the right thing and remove this scam of my credit report and return my money.
Company Response:
State: TX
Zip: 75024
Submitted Via: Web
Date Sent: 2023-07-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-16
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 upgraded to the XXXX XXXX XXXX ( Order # XXXX ) through the XXXX online store. I was driven to this by the rapidly depleting battery of my previous XXXX XXXX XXXX XXXX, especially given my ongoing health issues. The new phone was financed via Goldman Sachs Apple Card 0 % APR offer, and after a trade-in value of {$440.00} on my old device, I was left with an installment balance of {$550.00}. Around XXXX, my health condition worsened with unpredictable spikes in my XXXX XXXX, often reaching hazardous levels of XXXX. The doctors, however, were unable to diagnose the problem or provide conventional treatment due to my XXXX condition. This left me reliant on XXXX, while vigilantly monitoring my XXXX XXXX at home. Fast forward to XX/XX/XXXX, the new phone arrived at my doorstep. However, its battery would only charge up to 30 % despite being plugged in overnight. This became critical on XX/XX/XXXX when I was rushed to the hospital due to another XXXX emergency, and my phone battery, despite being charged, dwindled to a mere 19 % after four hours more charging at the hospital. Upon my return from the hospital on XX/XX/XXXX, I reached out to XXXX 's customer service for assistance. After speaking with three representatives and explaining my predicament - living alone and needing a reliable device for emergencies - I was disappointed to learn they couldn't expedite a replacement. Despite living near an XXXX Store and having received same-day deliveries in the past, they suggested I call the store directly for any possibility of expedited service. Following the advice of the customer service, I reached out to the local XXXX Store and spoke with the manager, XXXX. She informed me that I received a 'dead ' phone, i.e., a device with a non-functioning battery. My only option, she said, was to purchase another XXXX XXXX XXXX under the same financing conditions ( through Goldman Sachs Apple Card 's 0 % APR offer, with a trade-in value of {$440.00} and an installment balance of {$550.00} ), with a new order number, XXXX. XXXX assured me that a box would be dispatched to return the defective phone, and that the first phone 's installment loan would be removed from my Apple Card once they received it. However, the replacement couldn't be delivered until XX/XX/XXXX. On XX/XX/XXXX, I dispatched both my old phone and the faulty XXXX XXXX XXXX in separate XXXX XXXX boxes. Unfortunately, XXXX had mistakenly sent me a trade-in box instead of a return box. As a result, both my phones ended up at the trade-in facility. Despite this, my Apple Card still reflected two installment loans for both phones after two weeks. Meanwhile, I started receiving contradictory emails : some confirmed the receipt of both phones at XXXX, while others claimed the received device didn't match the description of my trade-in. When I attempted to rectify this confusion with XXXX, she was unreachable. My emails went unanswered, and customer service didn't provide any resolution, even when I called from my hospital bed in early XXXX. In the midst of this chaos, the trade-in department charged my Apple Card {$440.00} to cancel my trade-in. Finally, on XX/XX/XXXX, a senior manager at XXXX XXXX, XXXX, managed to piece together the situation. She retrieved the defective phone from the trade-in department, refunded the {$440.00} charge, reversed the additional tax charges, and sent the money to GS Apple Card to clear off the second installment. Attached are the screenshots of these transactions. However, the saga didn't end there. On XX/XX/XXXX, the second installment was finally removed from my Apple Card. But just around XX/XX/XXXX, Goldman Sachs Apple Card erroneously reapplied the second installment to my account, resulting in charges for two {$550.00} installments, despite having only one phone. Adding to the confusion, Goldman Sachs increased my credit card balance by {$550.00} in addition to reinstating the second installment. I reached out to XXXX XXXX, explaining the latest issue. After reviewing their records, XXXX confirmed that there should only be one installment, provided me with a credit transaction code ( XXXX XXXX ), and instructed me to call GS Apple Card. This code, they said, would compel GS to adhere to federal law by removing the second installment, refunding any payments made on it, and refunding the associated taxes. However, despite my efforts to rectify the situation, and after more than five calls to Apple Card, they stubbornly refused to remove the second installment. They argued that since XXXX had already issued a refund, it meant I had lost my case in any dispute over the second installment. It made no sense. They seemed unable to comprehend that charging two installments of {$550.00} for a single phone was a mistake. XXXX XXXX even contacted them while I was on the line to reiterate that they had received the faulty device and had only one installment loan on their records for me. XXXX twice requested Apple Card remove the installment and comply with the transaction code. Despite all the efforts to rectify the situation, Apple Card remained unyielding, failing to acknowledge the mistake when Goldman Sachs Apple Card reinstated the second installment on my card. I bought and own one phone. Even XXXX has told Apple Card I only have one installment loan. Why cant they understand that they are charging me for two phones? And any refund by XXXX is wiped out by them restoring the second installment loan. I can't overstate how much this situation has affected me, and I'm in dire need of assistance. I'm truly grateful for any help you can extend, and I thank you in advance for your attention to this matter. Thank you, XXXX XXXX
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have several credit cards and XXXX setup each payment ( bill pay through my bank ) to be received on the exact date the payment is due. This works for all but my GM Rewards Card by Marcus Goldan Sachs. For that card I have my bank send them a check XXXX day earlier, so XX/XX/XXXX when the payment is due by XX/XX/XXXX. That is because the GM credit card will issue a late fee/interest fee if the payment is received on the day it was due. The late fee/interest fee are then reversed automatically. But Ive had to also call to make sure it was reversed. So a waste of my time. Why are they this? I believe they are pressuring consumers to send their payment in a day or two earlier, thus having MILLONS or maybe BILLIONS of dollars on hand one or two days earlier, which is a HUGE bonus for them. My most recent payment was due XX/XX/XXXX, so I had my bank send them a check on XX/XX/XXXX. Yet I received a letter saying I missed a payment. So I called and sure enough the payment was recevied XX/XX/XXXX and the fees were automatically reversed. So now even one day early is not enough? Is that a fair practice? I would think not? Please let me know your thoughts. Thank you- XXXX XXXX
Company Response:
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: This complaint involves Marcus /Goldman Sachs XXXX XXXX XXXX XXXX ) headquartered in NY . I had XXXX investments there. A savings account and a {$200000.00} CD 2 year term. On XX/XX/2023 I informed them ( By phone ) I wanted to close the CD and roll that balance into that savings account. I asked the customer representative what the CD early closing penalty was because they did not provide a copy of the CD or any other documentation when I opened it that would have provided that information. I was informed that the early termination penalty was {$1000.00} dollars and I agreed on the transaction. In 3 days I check my online account to discover that they penalized me {$1800.00} dollars instead of the {$1000.00} they told me. I called them several times trying to resolve this ( refund the extra XXXX dollars ) .They reviewed the telephone conversation and said " yes she made a mistake '' But refused to fix this saying theres nothing we can do. They refuse to give me access to the recording as well. Three supervisors were contacted and all they did was read me the case notes. I would not have made this transaction if they had provided the right information. I want to get a fair resolution to this as they made the mistake causing me to make this investment with bad information..
Company Response:
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-14
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: My Apple Card with Goldman Sachs had been restricted/under review for three months now. I have asked for updates but for security reasons they wont give me information. I have submitted two complaints about the time in their system and I have gotten no response from anyone. It has been locked now for too long with NO word at all.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-07-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I paid off my account in late XXXX XXXX. There was trailing interest that I called and paid off with a representative. There was trailing interest to the trailing interest and I was assessed a late fee, then another late fee. I did not open my statement after the representative assured me that my account was paid in full. I asked to have the late fees waived and during this time my account was in dispute another late fee was assessed. This resulted in an amount due of over {$100.00} which was all accumulated due to trailing interest. I now have been advised that the {$100.00} payment will not payoff my account since there will be additional trailing interest. It seems like you should be able to payoff a credit card at one point in time and not have the ongoing battle of paying the trailing interest. By my calculation they will continue to charge interest on the interest forever! I don't feel that the trailing interest is fair and above board. I also do not feel that being assessed a late fee while your account is in review is also fair. When I addressed this with a representative they indicated that my fees were non-reversable and I would continue to be responsible for trailing interest. I have permanently closed my account.
Company Response:
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX I accidentally paid my Apple Card twice. The scheduled payment feature is unclear. It appeared like I was editing a scheduled payment, when in actuality I was making an additional payment. There was not warning pop-up saying, " are you sure you want to make XXXX payments on XX/XX/XXXX? '' or something similar. On XX/XX/XXXX I noticed that my bank account was now overdrawn which drew my attention to the scheduled payment error. I immediately contacted Apple Card Services over the phone and was told they could not issue me a refund on their end and to call my bank. I knew this was not going to resolve the issue but I called XXXX anyway. They said that it was on the vendor ( Apple Card ) to return the funds upon my request. I know it is possible for creditors to return funds to clients because something similar happened to me with XXXX XXXX and they returned my money into my account the next business day. I then contacted Apple Card via the text feature the same day. This costumer service representative XXXX XXXX XXXX finally created a refund request for me saying it would take 3-10 business days. On XX/XX/XXXX I reached out again to get an update since I was not sent a confirmation email that a refund request was sent, so I had no evidence to confirm whether an actual refund request was made. I asked if this rep had any idea how long it would take to get refunded. This customer service representative ( Danielle ) told me that she saw a date of XX/XX/XXXX. On XX/XX/XXXX I checked my bank account and the previously confirmed refund was not in my account. I reached out again via text. Was transferred three times to different representatives after telling each of them that I was told I should have my refund by today, XX/XX/XXXX. I was ultimately informed that it would take up to 14 calendar days from the date of issuing the request, ( which I know is 10 business days. ) I asked if this was the company policy to take such a substantial amount of time to resolve costumer issues, this is not a small company, it is Goldman Sachs. To which I was told, " We are a pretty new card and differ from most card companies tremendously. ''
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Company is still reporting late after payment plan and agreement was set up
Company Response:
State: AL
Zip: 35405
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Goldman Sachs Apple credit card reported I had a late payment on XX/XX/2022. I called the creditors and they wont fix it or help me anyway. I talked to different people and they never help me with this. I just want them to report it as PAANL ( Paid as agreed, never late ). 15 U.S. Code 1681a - Definitions ; rules of construction ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; ( ii ) communication of that information among persons related by common ownership or affiliated by corporate control; or ( iii ) communication of other information among persons related by common ownership or affiliated by corporate control, if it is clearly and conspicuously disclosed to the consumer that the information may be communicated among such persons and the consumer is given the opportunity, before the time that the information is initially communicated, to direct that such information not be communicated among such persons ;
Company Response:
State: TN
Zip: 37211
Submitted Via: Web
Date Sent: 2023-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-12
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had an On Line Savings account and a CD account with Marcus by Goldman Sachs. I decided to close these accounts in XX/XX/XXXX. There was no response from Goldman Sachs. After much effort and many pointless long phone calls, Marcus by Goldman Sachs eventually closed these accounts and sent me checks to cover my full refund in XX/XX/XXXX These checks were sent to XXXX XXXX XXXX XXXX who refused to clear these them and returned them. XXXX XXXX XXXX XXXX, did not clear the checks due a MISMATCH between the FRACTIONAL NUMBER and the ROUTING NUMBER on BOTH checks. I sent all details for the non clearance of the checks including a notarised affidavit to Goldman Sachs and requested they issue new and good checks. I have followed up by many phone calls but to date I have not received replacement checks. I seem to get nowhere beyond 1st base and speak to an agent who has no responsibility other than to say, Ive reported the situation to a specialist who will respond in 5-8 working days. I seek and am grateful for any advice and support.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A