Complaints

This profile includes complaints for The Goldman Sachs Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Goldman Sachs Group, Inc.

  200 West Street New York, NY 10282-2102

• 

  Goldman Sachs

  555 California St. San Francisco, CA 94104

• 

  Goldman Sachs Personal Financial Managerment

  1707 Langhorne Newtown Rd Ste 1 Langhorne, PA 19047-1004

• 

  Goldman Sachs 10,000 Small Businesses Program

  550 East Spring Street Columbus, OH 43215

• 

  Goldman, Sachs & Co.

  100 Crescent Ct STE 1000 Dallas, TX 75201-7893

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *****************************. I have exhausted all other avenues so I'm hoping someone from this email can help me. I have an ************* Account that is handled by Goldman Sachs. On April 26, 2023, I sold my home. ***************** attempted to have the excess funds wired to my ************* Account via their bank (***** Fargo). ***** Fargo sent the wire transfer to Goldman Sachs, and Goldman Sachs accepted it, but since the ************* Account apparently does not support wire transfers, I have not received it. We are trying to get Goldman Sachs to return the money so I can receive it a different way.The fed reference number for the wire transfer is ****************** and it was for $14,781. Could someone please reach out to me?

  Business Response

  Date: 05/11/2023

  Goldman Sachs (the Bank) received the above-referenced complaint via the Better Business Bureau Complaint Portal on *** 1, 2023. ******** appreciates the opportunity to address the concerns raised by ***************************** (the Customer)related to a wire transfer.
  
  On April 28, 2023 ******** rejected the Customers wire transfer, per the Deposit Account Agreement and returned the funds to the originating bank. On *** 4,2023 the Bank contacted the Customer and advised the status of the wire transfer. For further information related to the status of the transfer, the Bank requests that the Customer reference the return input message accountability data (****): ******************************* 
  
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 22, greensky loan for new ac and furnace. been paying since last November and balance is not going down like it should, at this rate we will never get paid off. need help

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for the gm Goldman credit card .I got this card solely because I was buying a new gm vehicle and could earn points when I paid for the cars taxes using it. I had the card for a couple weeks and was using it for little items until I was able to go register the car and pay tax. I called prior to going to the dmv and let them know I would be making a large purchase so they didnt add any holds to the account. I went to use the card, had to be run multiple times because of the large amount and the location has a 5k limit per use. First amount went fine, tried second and didnt work. Called the card to get flag removed to complete purchase, was told they put a hold on the card and would not lift it until a review in 5-7 days and i was jot allowed to use the card until after the review. This is a purchase I had to make this day not in a week. They basically bait and switched the offer I was given. I was told i had $14,000 credit with a zero interest 12 mouth offer. I was not able to use the card for the one reason I got it. I would not have opened this account if I was not able to use the card. They gave me a limit of 14k but then cut off the card at 5k. I was forced to use another payment that did not offer the cash back or zero interest. I am now out a zero interest offer as well as $$300 in rewards because of what they did. And I cant cancel this card without damaging my credit. I would like the card services to at least offer me the amount in points I would have gotten if I was able to actually use the card. It would have been an additional ****** points that would have equaled $260.00 in gm rewards

  Business Response

  Date: 05/10/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on April 27, 2023. We appreciate the opportunity to address the concerns raised by *************************** (the Customer) related to a declined transaction and rewards points.

  
  The Bank conducted an investigation and confirmed no error occurred. As a part of a regular account review process, the Bank placed a restriction on the account until additional research could be completed. The Bank verified the needed information and confirmed that the Customers account is available for use as of April 27, 2023.

  
  The Customer currently has a 0.0% promotional APR that expires on May 8, ****. The Bank is unable to provide the Customer with monetary compensation in the form of rewards points at this time.

  
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here 

  the bank kept the account on hold for a week even after I verified it the day of. I called before I used the card to notify them of the change I was going to put on it as well as right after they put it on hold. I was not able to use the card for the main purpose I got the card for. They have also told me twice they would call back to resolve the issue and have never received a call back. Horrible customer service. I lost out on $400 worth of rewards money because of their putting a hood on the account even after it was verified 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 05/19/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 11, 2023. We appreciate the opportunity to address the concerns raised by *************************** (the Customer) related to a declined transaction and rewards points.

  
  The Bank conducted an investigation and confirmed no error occurred. As a part of a regular account review process, the Bank placed a restriction on the account until additional research could be completed. The Bank verified the needed information and confirmed that the Customers account is available for use as of April 27, 2023. Per the ** Card *************************** may decline transactions for any reason, including suspected or actual fraud.

  
  The Bank contacted the Customer on May 17, 2023 and offered a $25.00 credit as a courtesy due to the Customer being incorrectly advised by a Bank representative that a call would be made once the account review was completed, but the Customer declined the offer.

  
  At this time, the Bank is unable to provide the Customer with monetary compensation in the form of rewards points.

  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an online mentorship program for $2,197.63 using my Apple Card on September 24th, 2022. When the program didn't work, I asked for a refund, but the merchant refused. I filed a dispute with Goldman Sachs on October 6th, 2022, received a provisional credit, but canceled it after a supervisor told me the dispute would likely favor the merchant. After meeting the merchant's refund policy terms, I filed another dispute on December 27th, 2022, and received a full refund on March 5th, 2023, causing a positive credit card balance of $979.57. On April 21st, 2023, I received a letter from Goldman Sachs requesting more information, which was an error. On April 26th, the full amount was added back to my credit card balance due to inaccurate information provided by representatives and supervisors. (I have provided all information in an attached document due to the character limits for this field)

  Business Response

  Date: 05/11/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 27, 2023. ******** appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to a transaction dispute with the Merchant ****** Mentorsh in the amount of $2,197.63.
   
  The Customer initially disputed the transaction on October 6, 2022. ******** applied a temporary credit while the dispute was investigated. On October 11, 2022, the Customer contacted the Bank and advised a Bank representative that the Customer wanted to withdraw the dispute to wait for the Merchants 90-Day money back guarantee policy. As a result, the Bank withdrew the dispute on October 11, 2022, and reversed the temporary credit that was applied to the Customers account. ******** sent the Customer an email detailing the dispute outcome.
  
  The Customer reopened the dispute on December 27, 2022. ******** applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank ruled the dispute in favor of the Merchant. The Merchant evidence confirmed the Customer did not use the services provided for the required 90 days to receive a refund under the Merchants 90-Day money back policy. Additionally, the Merchant requested to set up a time to speak with the Customer, however, the Customer declined. As a result, the temporary credit that was applied to the account was reversed on February 15, 2023. ******** sent the Customer an email detailing the dispute outcome.
  The Customer reopened the dispute on February 15, 2023. ******** applied a temporary credit while the dispute was investigated. During the transaction dispute investigations, the Customer does not incur interest for the amount of the dispute and is not responsible for repayment. The temporary credits that are applied to Customers accounts may not be available for use during the investigation and are withheld from the Customers available credit to use. As of March 4, 2023 the balance on the Customers account was $1,261.44. On March 5, 2023, the Merchant ****** Mentorsh posted a refund credit in the amount of $2,197.63 to the Customers account. As a result, the remaining refund credit put the Customers account in a credit balance in the amount of $936.19.
  When Customers have a credit balance on the revolving line, it can be used towards new purchases on the Apple Card, or the Bank can return the remaining credit balance back to the Customer as a credit balance refund. ********s records confirm the Customer requested a credit balance refund, however the Customer continued to make new purchases on the account that depleted the credit balance. As a result, the Bank was unable to refund the credit balance back to the Customer.
  ******** has no record of the Customer requesting to withdraw the dispute after the Merchant credit was posted on March 5, 2023. As a result, the dispute investigation remained opened. Based on the investigation, the evidence provided, and the Merchant refund credit, the Bank ruled the dispute in favor of the Merchant. As a result, the Bank reversed the temporary credit in the amount of $2,197.63 that was applied to the Customers account on April 26, 2023. ******** sent the Customer an email detailing the dispute outcome.
  ******** conducted a review of interactions with the Customer and confirmed the Customer was provided with misinformation about the availability of provisional dispute credits. ******** is unable to provide the Customer with an additional refund credit on top of the Merchants refund credit or provide further compensation. ******** regrets the frustrations this Customer has experienced. 
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked for a customer assistance program for *** and theyre telling me Im ineligible because of my status? That does not make sense . I was told by a rep you get 3 times to do it and this was going to be my first time this year. My status I pay on time I pay double the amount and all I ask for this first time to get assistance and theyre coming up with this . Its unfair I never had an issue before and I just dont understand why I was denied and the email itself does not state a real reason. They cant get me on being late because I pay the bill before due date Im never late I have a good record so where are they coming from ? I just need it for one month and there going to go by the computer says after this I wont be using the card if there not going to help there customers when they need it the most!Apple Card Customer:Maahanda Easte ***************** We were unable to approve your application.Goldman Sachs reviewed your application for the Apple Card Customer Assistance Program and is unable to approve you at this time because:The current status of your account makes you ineligible for this program.

  Business Response

  Date: 05/10/2023

  Goldman Sachs **** *** (the ****) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 26, 2023. We appreciate the opportunity to address the concerns raised by Maahanda Easte (the Customer)related to eligibility for the Apple Card Customer ******************************* conducted a review of the account and confirmed no **** error occurred. The **** confirmed the Customer enrolled in the Apple Card Customer Assistance Program on January 17, 2023 to skip the minimum payment due in January 2023. The Customer contacted the **** again on April 23, 2023 to request to be enrolled into the Customer *******************  Based on the ****s review of the Customers account on April 23, 2023, the **** confirmed the Customers account was not eligible to be enrolled into the Customer ******************* **** records indicate that the Customer made a payment in the amount of $250.00 on April 3,2023 and therefore, the minimum payment due on April 30, 2023 had already been paid successfully. The **** sent the Customer an email advising on the decline reason on April 25, 2023.
  Customers who are experiencing a temporary financial hardship may be eligible for the Apple Card Customer ******************* The Customer Assistance Program allows customers to skip their next payment due and will not be charged interest on the statement generated for the month in which the enrollment was approved. Customers cannot have enrolled into the Customer Assistance Program 3 times within the last rolling 12-months. The Customer is welcome to contact the **** in the future to request a review of eligibility for the Apple Card Customer ******************* The **** is available by phone at ************** or by message from the Wallet app. Apple Card Specialists are available 24 hours a day, 7 days a week.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 19th I was booking airline tickets and reached out to GS twice to make them aware of the charges coming through to prevent them from getting caught as fraudulent and told them that if the charges are declined the airline cost could increase. I wanted to make them aware due to the high cost this was going to be as I was purchasing flights for my family (9 seats). The first person stated they would watch out for them, the second person stated I dont see any reason why it will get declined. Charges went through and guess what?? Got declined! I got the notification on my phone to approve the charges and approved them as soon as they came through. Did nothing! I had the travel agency on one phone and GS on the other to get this resolved. I had to redo the tickets because they were declined which increased the overall cost over $1,300. I was proactive and did everything I knew how to prevent this from happening. I am requesting GS to issue me a credit for this. I have the documentation of what the flights were going to cost and what they ended up costing after the decline. I have been reaching out to GS multiple times and the only way I can get to someone that can make these decisions, I have to wait for a manager to call me back. I am VERY busy so waiting for a call that can happen at any time is not realistic. If I catch the call they tell me that it declined because it was caught as fraud Yea, that is why I reached out before to prevent that. They put in another ticket for another manager to reach out and I missed the call so then I had to call back and they had to put in another ticket. This has been going on for a month. This is probably the worst customer service there is. If you are ever charging something to a card that cant get declined. DO NOT USE ****** APPLE CARD. A company that makes over $120M/Day cant make this right? Every time I am on reach out to them I have to explain what happened. I really like the apple products but this is a huge fail!!!

  Business Response

  Date: 05/10/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 26, 2023. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to declined transactions.
  ******** conducted an investigation and confirmed no Bank error occurred. On March 19, 2023, the Customer contacted the Bank to advise that they had just authorized a high dollar transaction. Although the Customer gave notice of the high dollar transaction, the Bank reserves the right to decline any transaction. The Customer opened the Apple Card and agreed to the Apple Card Customer Agreement on October 20, 2019. According to the Customer Agreement, the Bank may decline transactions for any reason, including suspected or actual fraud. ******** is not liable to the Customer or anyone else if the Bank does not authorize a transaction, even if the charge is within the credit limit.
  On March 19, 2023, the Bank declined a transaction from the merchant *************** in the amount of $3,201.11 and a transaction from the merchant Airlines Rep ** ****** ***** ** in the amount of $3,201.11 due to suspected fraud. ******** sent a notification to the Customer asking to confirm if these were authorized transactions. Upon responding that the transactions were authorized, the Customer was instructed to reattempt the transactions as they were already declined and could not be processed. The Customer confirmed with the Bank that the transactions were reattempted, and they posted to the account on March 20, 2023.
  ******** is unable to provide the Customer with compensation.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a fraudulent transaction on my Apple Card. I immediately reached out to Apple to inform them of this transaction. The amount was $227.52. This occurred 12/14/222 and this will be my third time disputing this charge. Ive spoken with supervisors after each dispute requesting proof of purchase, tracking numbers, etc. Each time my dispute is closed I am again charged the fraudulent amount with no communication and no proof of purchase. Im concerned of this happening again and what if it was for more money?

  Business Response

  Date: 05/05/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 21, 2023. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer)related to a transaction dispute in the amount $227.52 with the merchant Sp ************************
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer contacted the Bank on December 17, 2022, February 25, 2023, and April 20, 2023 to open disputes for an unrecognized transaction with the merchant Sp *********************** in the amount $227.52 that posted on December 15, 2022. The Bank applied temporary credits to the Customers account while the disputes were investigated. Based on the Banks internal investigations and review of all evidence available, the Bank resolved the disputes in favor of the Merchant on February 25, 2023, April 20, 2023, and April 28, 2023, and the temporary credits were reversed from the Customers account. The Bank sent the Customer emails detailing the dispute outcomes.
  The Bank confirmed the Customer re-opened the dispute for the transaction in the amount $227.52 with the merchant Sp *********************** on April 28, 2023. The Bank applied a temporary credit to the Customers account while the dispute was investigated. The Customers dispute with Sp *********************** remains under investigation, and the Bank expects completion within two billing-cycles after the date of receipt and no later than 90 days from date of receipt. During the investigation, the Customer does not incur interest for the amount of the dispute and is not responsible for repayment. The temporary credit may not be available for use during the investigation.
  The Customer may provide the Bank with evidence through messages from their Wallet app, or they may mail in evidence to: Goldman Sachs Bank ***, ************** Branch, Lockbox ****, P.O. Box ****, ************, ** **********. The Customer should label all evidence with their case number and not mail original documents as they will not be returned.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The first two disputes were filled incorrectly by the bank. The Last representative I spoke with informed me whomever filed my dispute that it had beefed done incorrectly two times and only  the third time was it filed as a fraudulent transaction. This is actually my fourth dispute with this company regarding the same transaction. The Last representative I spoke with assured me they would do a thorough investigation of this case. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 08/02/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 24, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to a transaction dispute in the amount $227.52 with the merchant Sp ************************

  
  As stated in the Banks previous responses, the Bank conducted an investigation and confirmed no Bank error occurred. The Customer contacted the Bank on December 17, 2022, February 25,2023, and April 20, 2023, to open disputes for an unrecognized transaction with the merchant Sp *********************** in the amount $227.52 that posted on December 15,2022. The Bank applied temporary credits to the Customers account while the disputes were investigated. Based on the Banks internal investigations and review of all evidence available, the Bank resolved the disputes in favor of the merchant on February 25, 2023, April 20, 2023, and April 28, 2023, and the temporary credits were reversed from the Customers account. The Bank sent the Customer emails detailing the dispute outcomes.

  
  The Bank confirmed the Customer re-opened the dispute for the transaction in the amount $227.52 with the merchant Sp *********************** on April 28, 2023. The Bank applied a temporary credit to the Customers account while the dispute was investigated. The Bank contacted the Customer on July ******* and advised that the evidence provided by the Customer shows the merchant advised merchandise had been processed for shipment to the Customer and was not eligible for cancellation. Subsequent requests for evidence from the Customer did not provide substantial evidence to overturn the decision. Based on the Banks internal investigations and review of all evidence available, the Bank resolved the dispute in favor of the merchant on June 20, 2023, and the temporary credit was reversed from the Customers account. The Bank sent the Customer an email detailing the dispute outcome.

  
  The Bank is unable to keep this complaint open. The Bank has no further information to provide, and considers this matter closed.

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved be

   
  Since the very beginning of my dispute, November 2022. *** requested the documents from this so called investigation that took place. My information was taken by numerous supervisors, claiming to have mailed this material to me. Last week I received a call from this bank saying they are unable to send any documentation because their is none. There was an Internal  Investigation and found the dispute in favor of the merchant. There is nothing they can do to resolve this in my opinion. Poor communication and customer service by staff and management that oversaw this dispute.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/19/2022 I charged ******* for my college course. I then initiated a partial dispute for ****** a few days later and fairly quickly received notification that the dispute was settled in my favor for the partial amount. Fast forward to March 2023, I receive a collection notice from the college stating the remaining ****** was still due. The *****************) provided me bank records and documentation that the full ******* was charge backed. After dozens of phone calls to Apple, hours of invested time and insanely repeating the situation 3-4 times per call, the highest support I received was T3 support who told me I have to contact the college because they received the funds and there was nothing Apple could do nothing further. The bursars office at the college explained their auditing process and their strict guidelines and ramifications when their accounts receivable and payable do not align. They again assured me the full amount was chargeback and provided documentation (attach) from their financial institution. I have asked apple repeatedly to provide me documentation showing the merchant received the funds but have been met with no resolution. I pay my card off each month so essentially my ****** is in limbo. My choices now are to pay the college the missing money again (already charged and paid for on Apple Card) or miss out on registering for my upcoming semester due to a block on my account. No one at Apple has been able to provide me satisfactory evidence the merchant received their funds as theyve stated three times. And since every phone call starts with a tier 1 customer support specialist, there is no other process that can expedite a resolution. Ive even stated on the recorded line youre telling me a corporation such as Apple, has no process in place to deal with a card holder issue of this magnitude. As helpful as the reps try to be this issue needs to be escalated to a person of authority/different department. Apple needs to refund my ******

  Business Response

  Date: 05/05/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 21, 2023. ******** appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to a transaction dispute with the Merchant *************** in the amount of $368.70.
  ******** conducted an investigation and confirmed no error occurred. The transaction posted to the Customers account on November 19, 2022, in the amount of $1,176.40. The Customer initiated a transaction dispute for a partial amount of $368.70 on December 08, 2022. ******** provided a temporary credit while the dispute was being investigated. Based on the evidence provided, the Bank ruled the dispute in the favor of the Customer on February 27, 2023. ******** sent the Customer an email detailing the dispute outcome.
  According to the Banks records, the transaction dispute was only initiated for a partial amount of $368.70. ******** confirmed a request was sent to the Merchant to accept the transaction dispute amount and it was accepted on December 08, 2022. ******** confirms the chargeback was sent to MasterCard for the partial amount. ******** is following up with MasterCard directly to further investigate the Customer's concerns. As of March 5, 2023, the Bank has not received a response, but will continue to actively perform additional research. ******** will contact the Customer directly once more information is available / received.
  ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. ******** refers the Customer to the Customers monthly statement for November 2022, and to the dispute outcome email as evidence confirming the transaction was processed, and the Customer only disputed a partial amount.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from ****** by Goldman Sachs on 1/18/2023 stating if I deposited $10,000 in new money I would receive a $100 cash bonus. I went ahead and transferred $10,000 from ************** to Goldman Sachs to take advantage of this specific offer. The email read to simply keep the $10,000 in the ****** by Goldman Sachs account for 90 days and I would then be credited $100. All of these conditions were met and completed, but when I proceeded to follow up on the 90th day regarding the bonus I was provided with some additional information that I had never heard of or agreed to. Goldman Sachs told me that because I transferred the monthly interest from the $10,000 I was earning that I wasn't eligible. This was not made clear and is very misleading. If this was made clear I wouldn't have bothered depositing the new funds and would have put my money in a CD at *********** paying 5%. Their customer service and managers do not care one bit about your concern.

  Business Response

  Date: 04/28/2023

  BBB Response *******
  ID ********
  ****** by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 19, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to the eligibility for a promotion offered by the Bank to customers with an active ************** Account (OSA).
  The Bank offered a $100 bonus to OSA customers who enrolled in the promotion between January 18 to February 15, 2023. The promotion terms and conditions require customers to enroll during the offer period; deposit $10,000 or more in new funds into the enrolled OSA within 10 days; and maintain at least $10,000 of the new funds, in addition to the existing account balance, for 90 consecutive days.
  On January 18, 2023, the Customer enrolled in the promotion with a starting balance of $25.22 and transferred $10,000 in new funds to their OSA; therefore, the Customer should have maintained a balance of at least $10,025.22 to receive the bonus. On April 6, 2023, the Customer withdrew funds from their OSA, which decreased their account balance to $10,000 and prevented them from maintaining the existing account balance thus disqualifying them from receiving the $100 bonus.
  On April 18, 2023, the Customer contacted the Bank regarding the promotion. The Bank advised the Customer that they were no longer eligible for the $100 bonus as the $10,000 of new funds was not maintained for 90 consecutive days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  It was never my understanding from several other banking representatives that I needed to maintain the monthly interest of the $10K deposited. I was assured on several different calls that I would receive a $100 bonus on or before April 14th, 2023. 

  It is very disappointing that a large bank like GMS cannot simply act with good gesture and deposit $100 to show goodwill. I have other members within my household and friends that I've recommend GMS to. If GMS cannot deposit $100 as a gesture of goodwill I'll be sure share my experience with other family members and friends. 

  Thank you,

  ***************************;

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  Date:04/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The apple card from Goldman sachs over charged me on my interest rate. I have a balance of $1179 and APR is *****%. I am one day late for the payment date, so the interest fee should be no more than $20. However, apple card chaged me $136. I've contacted apple card 4 times and they haven't resolved the issue. Please adjust this to the correct amount.

  Business Response

  Date: 04/25/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 12, 2023. ******** appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to interest assessed for Apple Card.
   
  ******** conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the Customer has a Variable Annual Percentage Rate of *****% as of the March 2023 statement cycle. To avoid interest charges, Customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, Customers are charged interest based on the daily balance method, including new purchases  for the days until the Customer fully pays it off. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement, and at the bottom of each monthly statement.
  
  The Customer had a statement balance due in the amount of $1,179.63 on March 31, 2023. Additionally, the Customer made $9,945.42 worth of transactions for the month of March 2023. ******** did not receive the full statement balance due in the amount of $1,179.63 due by March 31, 2023. As a result, the Customer had a balance of $10,392.17 that was subject to the Customers Variable Annual Percentage Rate, and the Customer was assessed an interest charge in the amount of $136.72.
  
  ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. As a courtesy, the Bank applied a $25.00 interest credit to the Customers account for the interest assessed. ******** is unable to provide the Customer with additional compensation. The Customer should continue to make the full statement balance payment due by the due date to avoid future interest charges.
   
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   From the response:" Additionally, the Customer made $9,945.42 worth of transactions for the month of March 2023. The Bank did not receive the full statement balance due in the amount of $1,179.63 due by March 31, 2023. As a result, the Customer had a balance of $10,392.17 that was subject to the Customers Variable Annual Percentage Rate, and the Customer was assessed an interest charge in the amount of $136.72."

  This is not correct. The customer support person told me that the balance occured in March isn't due until the end of April. Why $9945.42 is part of the balance for interest rate calculation? 

  I should only be responsible for the interests for $1179.63 which is the February Balance

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 05/05/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 26, 2023. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to interest charges for Apple Card.
  As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. To avoid interest charges, Customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, Customers are charged interest based on the daily balance method, including new purchases for the days until the Customer fully pays it off. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement, and at the bottom of each monthly statement.
  The Customer had a statement balance due in the amount of $1,179.63 on March 31, 2023. Additionally, the Customer made $9,945.42 worth of transactions for the month of March 2023. The Bank did not receive the full statement balance due in the amount of $1,179.63 due by March 31, 2023. As a result, the Customer had a balance of $10,392.17 that was subject to the Customers Variable Annual Percentage Rate, and the Customer was assessed an interest charge in the amount of $136.72. The Customer should continue to make the full statement balance payment due by the due date to avoid future interest charges. The Bank contacted the Customer on April 27, 2023, and addressed the Customers concerns.
   Based on the above details, the Bank kindly requests for this complaint to be closed.