Date Received: 2022-06-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am filing a complaint against Marcus : Goldman Sachs ( Marcus ) and XXXX. On XX/XX/2022, I transferred {$7500.00} from my XXXX Savings Account to my Marcus High Yield Savings Account. On XX/XX/2022, Marcus completed a reverse transfer of the XX/XX/XXXX transaction without my authorization. Marcus claims that it issued the reverse transfer because it never received the transfer from XXXX. Conversely, XXXX claims that it sent the transfer to Marcus, that Marcus accepted the transfer, and then debited {$7500.00} from my savings account. As a result, I am missing {$7500.00} since the money was debited from my XXXX Savings Account on XX/XX/2022. The money is no longer reflected in my Marcus High Yield Savings Account or was returned to my XXXX Savings Account following the XX/XX/XXXX reverse transfer. Concerned with this missing money, I have contacted both institutions on several occasions, with each institution giving me different stories as to where my money is and who is to blame. I contacted XXXX on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2022, and spoke to several customer service representatives and managers. On XX/XX/2022, XXXX, a XXXX customer service representative, informed me that he could see a pending transaction from Marcus and that I should receive that deposit later that evening or the next morning. On XX/XX/2022, I did not receive that money and contacted XXXX again. I spoke to three managers to discuss XXXX information and assurance that I would receive my money, to which XXXX, a XXXX manager, said that XXXX made an error and that there were no pending transactions from Marcus. Similarly, managers XXXX and XXXX also informed me that there were no pending transactions from Marcus. All three managers informed me that XXXX issued the transfer, that Marcus received the transfer for {$7500.00}, and then XXXX debited my account for that transfer. Similarly, I contacted Marcus : Goldman Sachs on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/2022. Originally, Marcus informed me that it never received my transfer and that XXXX stopped it due to an error. Marcus provided me the following ACH Trace Number, XXXX, for this transaction. As illustrated in the attachments I provided, it appears that Marcus originally credited my account {$7500.00} on XX/XX/XXXX, then completed a reverse transfer, without my authorization, on XX/XX/XXXX to XXXX. Yet, that reverse transfer has not been credited to my XXXX Savings Account to date. I attempted to schedule a conference call between the two financial institutions on XX/XX/2022, to discuss this irregularity and to find my money. XXXX denied my request. As a result, I filed disputes over the XX/XX/XXXX and XX/XX/XXXX transactions with both institutions. The XXXX dispute is still pending, however, on XX/XX/2022, Marcus issued a letter regarding its investigation into my dispute. Marcus found in my favor, but still claims that it credited my XXXX Savings Account on XX/XX/2022. On XX/XX/2022, I spoke to a manager, XXXX, who informed me that Marcus was going to re-send the {$7500.00} to XXXX but could not provide me a timeframe as when this transfer would occur and would have another manager contact me within 1-2 business days to provide an update. However, no money was ever sent back to XXXX, and I never received a call back from a Marcus manager. I contacted Marcus on XX/XX/2022, because I did not receive the update from Marcus, as XXXX assured would happen. While speaking to manager, XXXX, and specialist, XXXX, I was informed that Marcus was no longer going to re-transfer the money because they sent the re-transfer on XX/XX/XXXX, XXXXwhich, again, is a complete reversal of the assurances I received on XX/XX/XXXX. Following this conversation, I received a call from Marcus manager, XXXX ( I am not sure if this was the same XXXX I spoke to on XX/XX/XXXX ). XXXX and I called XXXX to discuss the ongoing issue and we spoke to XXXX customer service representative, XXXX, and dispute representative, XXXX. During this conference call between the parties, XXXX reiterated that it debited my account {$7500.00} and transferred that sum to Marcus on XX/XX/2022, and that it never received a reverse transfer from Marcus on XX/XX/2022. Conversely, Marcus reiterated that it completed the reverse transfer for {$7500.00} to XXXX on XX/XX/2022. At the end of the call, neither financial institution could provide a solution or locate the money because XXXX investigation is still pending. As I attempt to find where my money is, the two institutions have essentially passed me back and forth telling me to contact the other bank ( except for the XX/XX/XXXX conference call ), blaming the other institution, without an explanation as to where my money is. To date, it has been sixteen days that I have been missing this money. It should not take this long to locate my money and credit my account. Moreover, I should not have to bring these financial institutions to an arbitration hearing or small claims court to receive my money that one or both institutions mishandled.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2022-06-16
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: XXXX contacted me XXXX of XXXX XXXX about credit alert. Appears that I have a invisible Apple Card that is delinquent {$6.00} and listed as in arrears. The account has a start date of XX/XX/XXXX, coincides with new XXXX. I use XXXX, since XXXX, and XXXX XXXX XXXX. The drop in my score was XXXX points, down to XXXX. Contacted XXXX and then Apple GS. I have no account number, there has never been an attempt by Apple GS in contacting me about the activity on this " GHOST '' account. Apple will contact Goldman Sachs and try to sort this out. Hopefully restore my credit rating back to where it should be. Is there anyway to assure me that my personal data, SSN or other info, circulating on the web?
Company Response:
State: NY
Zip: 10128
Submitted Via: Web
Date Sent: 2022-06-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: XXXX XXXX have restricted my Apple Card since XX/XX/22 and have refused to let me know why or rectify the situation after multiple calls. I'm unable to use my card.
Company Response:
State: NY
Zip: 106XX
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My phone was stolen morning of XX/XX/2022 and the thief downloaded an Apple Card in my name. I have already filed a complaint with Apple Card specialists that the card opened was fraudulent and that the charges incurred ( ~ {$4000.00} ) were also fraudulent. The thief also made fraudulent trades on my XXXX account, but nothing was withdrawn.
Company Response:
State: NY
Zip: 10003
Submitted Via: Web
Date Sent: 2022-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
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: In XXXX of XXXX, two pending charges ( credit pre-authorizations ) were placed against my Goldman Sachs ( Apple ) Mastercard. The purchases were never made from XXXX XXXX ( an XXXX XXXX XXXX XXXX XXXX placed in an on-line shopping basket ) and the pending changes have remained against my GS Mastercard account ever since, thereby decreasing my available credit line ( buying power ), since XX/XX/XXXX. I have called Goldman Sachs three times since XX/XX/XXXX ( hour long calls with several GS transfers where I had to recount the problem each time ) and have been told each time that the pending changes will be removed from the account and will be cleared on their end after 90 days or " two billing cycles ''. I have communicated with Goldman Sachs after each 90 day period and re-shared that the changes have not fallen off my account and that my credit line is still reduced by > {$1000.00} because the pending charges are still associated with the Mastercard account. Today ( XX/XX/XXXX ) I again called Goldman Sachs but included a representative from XXXX XXXX accounting/sales/disputes on the call ( 3-way call which was recorded by GS ). Apple confirmed on the call that there are no pending sales/charges from me since XX/XX/XXXX which should still be pending " installment '' charges or any other " unprocessed changes '' or financial holds. Apple further confirmed that in XX/XX/XXXX, I did indeed buy only one XXXX XXXX but the second charge for an additional XXXX XXXX and the third charge for XXXX XXXX were purchases that were never made/completed. I am just sick and tired of Goldman saying they are going to fix/drop these pending charges for about 1 year and nothing happens. GS could not provide me with a dispute tracking number nor any other tracking or complaint number so that this matter may be documented since XX/XX/XXXX. This is not an Apple issue/problem and that is why I had a 3-way call with Goldman so all parties were able to state their position. This is a GS banking and poor accounting problem for consumer credit card accounts which GS just does not seem to be able to fix when I call their support representatives on the phone. Ideally a credit card pending charge is supposed to " fall-off '' an account in a reasonable timeframe ( 48 hours?, 30-60 days? ) but Goldman Sachs can not not get this done in > 11 months ... after several phone calls alerting GS to the problem.
Company Response:
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
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: Back in XX/XX/XXXX, i when to XXXX to purchase a shoes for me and my fianc for her birthday. I first went on the website to schedule an appointment. Once I got to the XXXX store in XXXX XXXX XXXX XXXX I was greeted by the hostess. We went inside and looked around before choosing a shoes. After we chose the shoes I asked for a size 9, the lady told me get a size 8 because XXXX shoes run big, Ive never worn or purchased a XXXX shoes so I took her suggestions. We cashed out and i drove straight home. When I got home, I tried on the shoes with a pair of socks then I can feel my little toes getting a strangled and they started hurting. The shoes was extremely tight and uncomfortable. I put them back in the box and took them back to the store the next day ( XX/XX/XXXX ). When I got to the store, I wasnt greeted and people that was there the day before was not the same people. Some seems strange. Anyways, I walk over to the cashier and told the gentleman that I would like to return these shoes because they do not fit and its uncomfortable. He looked at me in a scornful way and said because of XXXX policy, we cant accept them back. For a second I thought he was joking. So I hand him the shoes and he said we cant accept that. I started getting extremely frustrated and angry because that sounds like a bag of XXXX. I told him that if hes not going to take the shoes that I will dispute the items with my bank. He said go ahead with a rude attitude. While I was in the store I contacted APPLE CARD and explained the whole situation and they initiated a dispute. The dispute was resolved in the merchant favor and they did not provide any information regarding my interaction with XXXX and what happen in store when I tried to return the shoes. Every month since XX/XX/XXXX, APPLE just keep on initiating a dispute which always come back in favor of the merchant. This has cost me anxiety and stress. Im losing sleep because of this. The last dispute was initiated back in XX/XX/XXXX. Again, Apple in favor of merchant. Apple asking for me that they need A second opinion from a qualified third party of the quality of the work performed by the merchant. For example, a qualified third party can be an independent autobody shop evaluating the work performed by a dealership mechanic what does this have to do with a dispute with XXXX.
Company Response:
State: FL
Zip: 33069
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-14
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: As of XX/XX/XXXX Marcus by Goldman Sachs took over XXXX XXXX XXXX XXXX credit card accounts including mine. In the last few months of XXXX I had a credit of {$13.00} which the Marcus representative confirmed. During the transition period before I knew Marcus was taking over I charged {$100.00}. Several representative told me their policy was to get the customer 's banking information to issue a credit, but I refused since I was new to the company and Goldman Sachs ' reputation from the XXXX 's is bad. They said they would not reduce my payment amount, but agreed that they would issue a check. I spoke with representatives in XXXX and XXXX who said the request for the credit check was being processed. I mailed payment in full to their XXXX processing center by certified mail in XXXX, the post office delivered it to them, and they lost it. I finally paid by phone in XX/XX/XXXX to end all issues. They never sent the check and the representative I spoke with today said the check was canceled with no notice to me because their was a balance on the card ( but they never applied the credit as promised ). I am concerned that any account that transferred over to them from XXXX XXXX XXXXXXXX XXXX that had a credit was not given the appropriate benefit and customers including me have been deprived of credits so they could benefit at our expense. Also, the card was never hacked when it was with XXXX XXXX, but has been hacked three times in the lack few months since they took over.
Company Response:
State: NC
Zip: 28405
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: Getting declined for an Apple Card by Goldman Sachs Bank USA for reasons that even any of the credit bureaus ' can not figure out and help me with it. There is a file of a copy of the letter attached to this FTC report.
Company Response:
State: IN
Zip: 46032
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-13
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: I paid my Apple Card/Goldman Sachs bill on time from a joint XXXX account XXXX My husband and I have different last names. The check was received by Goldman Sachs before the due date, and Goldman Sachs sent confirmation to XXXX that it had been received. On XX/XX/XXXX, I received a notice that my Apple Card bill hadn't been paid. It was due on XX/XX/XXXX. I called and opened a complaint case. I was told they would respond within XXXX business days. The day after I filed the complaint, my husband noticed that his Apple Card account had been credited with the exact same amount that I had paid. It seemed clear to us that Goldman Sachs had applied my payment to my husband 's account, even though my name and last 6 digits of my account number were listed on the check. I called Goldman Sachs support to let them know. I have made at least 3 calls since then to get a status of the case. At one point, a Goldman Sachs advocate called me. I still have not received any resolution after 40+ business days.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2022-06-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Hard credit pulled from Goldman Sachs XX/XX/2022. I have not applied for any additional credit.
Company Response:
State: MA
Zip: 01757
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A