Date Received: 2020-01-24
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: Item was bought on XX/XX/XXXX with a merchant costing {$570.00}. Merchant never contacted me about item. I had to reach out and contact the merchant after 1 week, merchant noted delays. A week later additional delays. I requested a cancellation of order due to delays. Merchant would not refund charge to credit card. I filed a dispute with Apple Card. Case was opened by Apple Card. Temporary refund was giving. Case was ruled in Merchants favor as of XX/XX/XXXX, given that I never received the item and wanted to cancel before shipment and delays of item. Now I have a charge {$570.00} for an item I do not want or never received months later. In addition, since being Apple Card, when my transaction ran they gave me an Apple Cash of {$5.00}, once the dispute ran Apple deduct this amount directly from my Checking Account, which was not authorized. I would like the {$5.00} Apple Cash credit since this was a transaction, if I am not ruled in my favor.
Company Response:
State: NJ
Zip: 07901
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: Im deaf. I initially contracted with a debt consolidation company to negotiate with Marcus by Goldman Sachs for the payment of my debt with them. After months of collecting payments from me without paying Marcus, I decided to cancel the contract with that debt consolidation company. I contacted Marcus directly in XX/XX/2019 to resume paying my debt. We agreed on a payment plan based on hardship. I made the initial payment at that time. Then for some reasons, they started sending me email stating that it was an attempt to collect debt and there my account was charged off. I called them last week and they indicated that I didnt sign an email they sent last XXXX which I never received and that I didnt answer their phone calls. I found they were calling my text-only number instead of the phone number I gave them to call me through an interpeter for deaf. Ive tried to resolve them matter so that I can resume paying monthly, but they keep frustrating me by saying that they couldnt do anything about it and that my account was reported to credit bureaus as charged off. Based on my experience with their customer support representatives, they are not quite deaf-friendly. They dont keep notes because I keep repeating the same information without getting anywhere. I would like to resume paying monthly based on the hardship agreement and that they stop making derogatory credit report. They need to live up to their obligations and allow customers to escalate complaints to their legal departments especially if they dont treat their deaf clients fairly in handling loan payments.
Company Response:
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XX/XX/XXXX, I had a balance on my Apple Card. Using Apple 's " XXXX '' XXXX, I linked my XXXX checking account to my Apple Card so that the balance would be paid in full every month from my checking account. The app said I was successful in linking my account. A month later, I received a phone call from Goldman Sachs ( which backs the Apple Card ) that my payment was unsuccessful, and that I was more than 30 days late. I said that's impossible. But the specialist told me that XXXX declined payment ; apparently, my bank account was never successfully linked, despite the app telling me it was. ( No one ever notified me of this beforehand. ) I paid the balance in full while on the phone. I explained that I've never missed a payment before ( it's true ; you can check my credit history ). Despite this, Goldman reported to XXXX XXXX that I was more than 30 days late. After seeing my credit score take a 100-point dive, I contacted Goldman again in XX/XX/XXXX. I spoke to someone who promised to look into it for me. I received a call back on XX/XX/XXXX, but missed the call because it was XXXX XXXX and I was on vacation. In XX/XX/XXXX, I called Goldman back. On this call, it was discovered that Goldman did not have my current email. Instead, it had an email that was associated with my Apple XXXX account -- an email from XXXX. At no point in my application process for an Apple Card or thereafter was I ever asked to give my email. I assumed notifications would be sent through text or over the Apple XXXX XXXX. I was wrong. Goldman had sent a notice of overdue payment to the wrong email. The specialist whom I spoke to agreed that it was 1 ) wrong for Goldman not to call me BEFORE XX/XX/XXXX ; 2 ) wrong for Goldman to rely on an outdated email to contact me ; and 3 ) true that, given my previous history of always paying on time, unfair for Goldman to have reported to XXXX XXXX a late payment when I was under the mistaken belief that the payment had been processed through my XXXX checking account -- which, again, is what was showed to me on the app. It said it was successful. Goldman then issued a dispute on my behalf and sent it to XXXX XXXX. XXXX XXXX " investigated '' ( never explained what steps it took ; it did NOT speak to me about the issue ), and claimed that the report was " accurate. '' My credit score dipped over 100 points. Goldman claims it can't do anything, and when I called XXXX XXXX, XXXX XXXX claimed it couldn't do anything. Both companies pointed the finger at the other. I called Goldman today, XX/XX/XXXX, to discuss XXXX XXXX 's " investigation. '' Goldman knew very little, and said I should continue the dispute process on my own. To recap : 1 ) I've never missed a credit card payment in my life. 2 ) I tried to link my XXXX checking account to my Apple Card. I was told I was successful. 3 ) When my checking account wasn't successfully added ( after a few days ), no one notified me of this. 4 ) Goldman used the wrong email, and didn't call me about a problem until after 30 days went by. 5 ) XXXX XXXX never contacted me about its investigation ; it didn't even bother to explain what steps it took or how it reached its conclusion. 6 ) Given that Goldman has agreed with me that this was wrong, I'm confused how I'm still penalized for its mistake. 7 ) XXXX XXXX won't answer my concerns. And both companies just lay blame with the other and tell me to talk to that one.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-19
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Apple Card ( Goldman Sachs ) placed restrictions on my card. To which I was not informed until I tried to use the card. When I called I was told they cant give me the reason the restriction was placed and that I would receive a call with an undisclosed timeline. Week later, restriction removed but no call or email explaining what happened or why. Called them again and received no information on what happened and they were adamant that they could not give me any information and that I would receive and email at some point. This is unacceptable support for a financial service. Ive never dealt with any bank that treats customers this way.
Company Response:
State: NY
Zip: 10016
Submitted Via: Web
Date Sent: 2020-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-17
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 have had an outstanding dispute going on with Apple Card since XX/XX/XXXX. I was in XXXX, and my friend destroyed the XXXX/XXXX hotel room we were staying in and was XXXX for it on XX/XX/XXXX. However, I was wrongfully charged {$3300.00} for the damages done to the XXXX hotel. I disputed the charge on XX/XX/XXXX. I was then given {$510.00} back from the XXXX on XX/XX/XXXX as a price adjustment, making the total cost {$2700.00}. A short time later Apple Card gave me a provisional adjustment of the amount of {$3300.00} since I had disputed the transaction. This friend went to court for this matter on XX/XX/XXXX, the court charged him {$2500.00}, which in turn paid the XXXX for the damages and cleaning fees. The XXXX then filed a report to Apple Card basically stating that I do not owe the {$3300.00} they charged me and that I would owe the {$510.00} back when it gets resolved. ( So Apple only needs to change it from a provisional adjustment to a solid adjustment to fix this. ) I called Apple Card shortly after my friend paid, and Apple told me that it will be resolved within a couple weeks or at least be resolved by the date XX/XX/XXXX. I was also told that I would receive a call and some sort of statement email before that date. Everyone that was involved in this matter had sent all of the proper documentation and more to Apple Card, so I was pretty confident that it would get resolved quickly. XX/XX/XXXX also happened to be the same day I took this friend to court for the same matter. He owes me more on another card, so I was expecting a decision from Apple to be made by then so I would know exactly how much to sue him for. However, no attempt to contact me was made from Apple by XX/XX/XXXX. So I got the court date extended to XX/XX/XXXX since no decision could be made by Apple. I called Apple Card to see what the deal was, and now they say that the longest a dispute can last is 90 days and that there must be a decision made by then no matter what happens. That made XX/XX/XXXX the 90th day of the dispute so I figured that Id be good for my XX/XX/XXXX court date. XX/XX/XXXX came and went with no resolution, so I called again multiple times. All the Apple Card support techs were shocked that this had happened. I was told by multiple managers that they were working on it personally, and it will be done within days. They gave me their direct email addresses and said theyd call within the week, but I was never contacted again and they ghosted my emails I sent back. I escalated this matter on at least 5 separate occasions and no follow up attempt was made from Apple at all. I re-sent all the information, documentation, receipts, bills, emails and everything in hopes of speeding up the process. But nothing I did helped. I had no resolution by XX/XX/XXXX, so I called and said I needed to get an official statement from Apple Card for the court. Stating that they surpassed the 90 day dispute limit and that every other party has done everything within their power to resolve this issue and Apple is the sole reason for the delay. The manager I was on phone with, sent it directly to her boss and sent me her direct email address so I could follow up. This manager and I had an extensive conversation about what had happened to me and how important that it is that I get this statement for court. The next day XX/XX/XXXX I received no email, or statement, or call at all from the boss or the manager. I emailed back the manager and never received another email. I called and asked for her name but nobody knew who she was so I was dead in the water with nothing for court. Because of this, I was forced drop the entire court case and I now have wait for whenever Apple decides they want to resolve this issue to re-sue my friend. Apple Card lied to me multiple times about the specific dates of when I would receive a decision regarding my dispute, they lied about specific details regarding my account, and they lied to me about contacting me back and contacting their boss. They surpassed the maximum dispute limit of 90 days by 28 days and Im still stuck in the same spot I was in on XX/XX/XXXX. Ive done everything I needed to do on my end to resolve this issue and Im the one getting XXXX.
Company Response:
State: CA
Zip: 93907
Submitted Via: Web
Date Sent: 2020-01-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: XX/XX/XXXX, I applied for an Apple Card as they offer 6 % cash back if I purchase something from Apple Store. And my application was approved. XX/XX/XXXX, Got a missed call from a Apple Card Specialist. My account was restricted and I couldnt use it. I tried to call back, the specialist told me my account is under review and someone will contact me once review completed. XX/XX/XXXX, No one contacted me. I called Apple Card customer service again and I got the same answer. My account is still under review for no reason. I missed the 6 % cash back offer. XX/XX/XXXX - XXXX XXXX, I have texted and called Apple Card Customer Service more than 20 times. They always gave me the same answer like a robot even hang up my phone sometimes. No one can give me solutions or reason why my account was restricted. I have never seen such ridiculous customer service before.
Company Response:
State: CA
Zip: 91792
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-13
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: Brief Summary : Apple has been manipulating statement totals for my credit card and has been charging me more than my actual purchases for the last three months. They initially accepted that this was a mistake and will get it rectified but are now ignoring my calls/messages and refusing to even give me a reference number for the issue. They are unwilling to resolve this issue. Seems like an intentional thing they are doing to defraud customers and make money. I received an email on XXXX/XXXX/XXXX informing me that Apple card is finally here and I'm invited to apply. The thing that caught my attention was " A new kind of credit card. Created by Apple, not a bank. ". Being an Apple fan for years, I immediately applied trusting Apple. I was approved and the card was immediately added to my mobile wallet while it took a few days for me to receive the physical card. Ever since I received the card, I have only been using the Apple credit card for all my purchases. Everything was fine until XX/XX/XXXX. On XX/XX/XXXX, I felt like I was being charged for more than what I'm purchasing so I looked at my transactions in the app and the total amount and was surprised to see that there was a difference in the total! I immediately reached out to customer care through chat to get a clarification but the agent did not understand the issue and was making confusing statements. So I decided to wait until the statement generation date - XX/XX/XXXX so that I can look at the statement and manually calculate the total. Finally when I received the statement I put all the transactions ( both credits and debits ) into an XXXX sheet and calculated the totals - to my utmost surprise there was a {$2.00} difference in the total i.e., the total of the transactions was only {$960.00} while I was charged {$970.00}. I decided to do the same for the previous months statements and realized I was being overcharged for the last 3 months. XX/XX/XXXX - Actual : {$960.00}, Statement Total : {$970.00} XX/XX/XXXX - Actual : {$810.00}, Statement Total : {$810.00} XX/XX/XXXX - Actual : XXXX, Statement Total : {$990.00} XX/XX/XXXX and XX/XX/XXXX : Actuals and Statement Totals were matching. This is when I was very upset about how Apple is trying to steal money from its customers and immediately reached out to customer care on XX/XX/XXXX to check on this. The first agent looked at everything and said he will have to connect me to a supervisor to provide a solution for this ( I'm assuming the agent realized the miscalculations and didn't want to accept it ). The supervisor accepted that there were mistakes in the statements and said he will raise a ticket to get these charges corrected ( please refer to Screenshot 1 ). And when I asked for a reference number, the supervisor refused to give me one and said it takes 48 hours to generate a ticket number! Which is very strange given every customer care is able to generate a ticket number instantly. I asked the person to at least send me an email acknowledging the issue and they outright refused and said they can not email. I waited until XX/XX/XXXX, and reached out through chat again for the ticket number as it has been more than 48 hours but now they tell me that " the case is open it is moved to a different department for review. There is not a number to provide you but you would be notified upon completion '' which is surprising because if they are actually transferring a case then the case must have a reference number. I was not willing to let go of this so I persistently kept asking for a ticket number and the agent just gave me a number " XXXX ''! If there was no ticket number until 5 minutes ago where did this person get this number from and how do I believe this is even a real case number? I called up the customer care on the same day to find out what on earth is going on and I kept getting different messages from different people. I spoke to multiple agents and multiple supervisors but none of them did anything. One of the supervisors started saying " this is an issue related to Goldman Sachs and you better talk to them ''. Then why do you keep saying Apple card? Why did you introduce this as Apple Card? And when I asked him how I could trust Apple card to generate statements accurately even going forward he said if you have a problem you can cancel the card and get some other card! It is XX/XX/XXXX today, and I haven't heard anything from Apple and/or Goldman Sachs yet. I strongly believe that Apple and Goldman Sachs are trying to defraud customers like me by manipulating statement totals and making them pay more than what they actually used the card for. Given that this card must be used by millions of customers Apple and Goldman Sachs must be making millions of dollars every month. Above this, if Apple card can not take responsibility of issues with its card and keeps pushing the blame on to Goldman Sachs why should this card be called Apple Card? And isn't Apple cheating its customers by declaring that this card is from Apple and not a Bank?
Company Response:
State: NJ
Zip: 07094
Submitted Via: Web
Date Sent: 2020-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-12
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Goldman Sachs is REFUSING TO PROVIDE ME MY ACCOUNT NUMBER by any verified method. Goldman Sachs demands I gain this info on this closed account by a cell number and cell phone on a wallet app I no longer have. This refusal is not only anti-consumer it is anti-business. Goldman Sachs doesn't want to get paid if it doesn't provide the information necessary to conduct a balance transfer.
Company Response:
State: KS
Zip: 666XX
Submitted Via: Web
Date Sent: 2020-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
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 disputed a transaction with Apple store for XXXX and it been over three months and I received a adjustment but I never received a permanent credit on my account and I have less than XXXX available of credit on my account and the dispute was resolved in my favor ... and I spoke to Goldman Sachs few times and they said they will fix it but it still showing its pending but the dispute was resolved in my favor but Im missing XXXX on my account and my available credit I start out with is XXXX but I never received XXXX at all and it been too long and I spoke to Apple Card over and over and that credit of XXXX never was applied to my account
Company Response:
State: TX
Zip: 75134
Submitted Via: Web
Date Sent: 2020-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-10
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I opened an Apple credit card and used it for a few purchases. I needed to pay the bill Of {$87.00} and contacted them to make a payment over the phone by check. I paid the balance on XX/XX/19 over the phone by check. I received a letter demanding payment again for the same bill, this time with an added amount of interest, {$2.00}. I contacted them again by phone and agreed to send a paper check via U.S. Postal service, which I did for {$87.00} on XX/XX/19 ( # XXXX ). I received another bill via USPS demanding payment of interest on top of Interest, the new amount is {$2.00}. I have tried to resolve this matter via phone to no avail. I do not owe this money. I appreciate any assistance you may provide. This is a Predatory tactic by a large bank which has engaged in unfair and deceptive practices.
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2020-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A