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 & Co.

  100 Crescent Ct STE 1000 Dallas, TX 75201-7893

• 

  Goldman Sachs 10,000 Small Businesses Program

  550 East Spring Street Columbus, OH 43215

• 

  Goldman Sachs

  555 California St. San Francisco, CA 94104

• 

  Goldman Sachs Personal Financial Managerment

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

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:02/10/2023

  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.

  This company made are hard inquiry on my credit report. This was unauthorized. I did not approve this action.Correct credit report by removing this hard inquiry.

  Business Response

  Date: 02/21/2023

  GreenSky reached out to the merchant to verify what information was communicated to the customer during the home visit.  According to the merchant, the customer was advised there would be a hard pull to his credit.  The merchant stated that they contacted the customer several times detailing the status of the application.  The merchant stated they left the customer a message and has yet to hear back.  GreenSky spoke with the customer and explained if he applied for the loan, it was a hard inquiry to his credit report, and we are required to report accurate information to the credit bureau.   It is our goal to continue to improve our services and provide excellent customer service.

• Initial Complaint

  Date:02/10/2023

  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.

  On Thursday February 9,2023, I purchased 2 concert tickets thru Ticketmaster using my Apple credit card, the payment for the tickets costing $1174.99 went through with no issue after I acknowledged the notification asking if I tried to make the purchase. However when I tried to purchase the insurance for said tickets and again accepted the charges of $88.12 the purchase was denied. I first contacted the Apple help desk through online means and was told that even though I had accepted the charges that they could not make the payment go through but that she would file a complaint on my behalf. In my second attempt to resolve this matter I contacted the company by phone and was more or less told the same thing. Unfortunately it seems if for some unknown reason I am not able to make the event or it is cancelled that I will be out if $1174.99, because of an issue that was already admitted as being an issue on the companys end. I was given a reference number of ******** by a supervisor by the name of ******.

  Business Response

  Date: 02/24/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 10, 2023. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to a declined transaction on the Apple ******************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and agreed to the Apple Card Customer Agreement on June 13, 2021. According to the Agreement, the Bank may decline transactions for any reason, including suspected or actual fraud. On February 09, 2023, two (2) transactions which were deemed suspicious by the Bank were declined. The transactions were from the merchant Allianz Event Ins, in the amount of $88.12 each. The Bank sent a notification as well as an email to the Customer advising of the declined transactions and requesting that the Customer confirm whether or not the transactions were authorized. Spending on the account was restricted.
  On February 09, 2023, the Customer contacted the Bank and confirmed that the transactions were authorized. A Bank representative removed the spending restriction and advised that the transaction would need to be made again in order for it to be approved. The Bank is unable to alter or reattempt the declined transaction.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:02/08/2023

  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.

  Goldman Sachs has claimed that I completed a charge that is fraudulent. I have provided them with proof that I did not authorize or complete the transaction. They have given me false information every time I speak with a new representative. This has been going on for almost a year. I am told I will be provided with the investigation notes with proof but I have yet to receive them. I was finally able to get their executive relations to contact me and even they are stating they are attempting to gather the evidence its been two weeks and they are no longer returning my call.

  Business Response

  Date: 02/22/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 8, 2023. ******** appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to fraudulent transactions for Apple Card.
   
  ******** conducted an investigation and confirmed no Bank error occurred. ******** contacted the Customer on February 8, 2023, and addressed the Customers concerns. The Customer advised the Bank that this complaint was in reference to a different Apple Card Customer and did not affect the Customer. The Customer advised they filed the complaint on behalf of another Apple Card Customer. ******** is unable to provide the Customer with account information for another Apple Card Customers account.
   
  Based on the above details, the Bank kindly requests for this complaint to be closed. 

• Initial Complaint

  Date:02/07/2023

  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.

  On January 14, I had some leaks in my roof due to a heavy storm, so I contacted Northwest Home Exteriors, a local roofing company. I got a quote from them of almost $19000.00, so I told them I'd have to get a loan. They asked if they could contact a company that they work with to get financing, and I said yes. I was contacted by a representative of Greensky, a subsidiary of Goldman Sachs within a few minutes and they gave me the loan terms, which I IMMEDIATELY REFUSED because I knew I could get much better financing through my own credit union. They came back to me a few minutes later with better terms than the first offer I had refused, and a better interest rate than I could get through my credit union, so I agreed to open the account based on the second offer. I used their website to create my account and set up my autopay, and quickly found out that they had opened 2 accounts, the one I had authorized, and the one I had declined. I messaged them, and got a response that the unauthorized account had been closed on January 17. However, we are at February 5 right now, and their website still shows that the unauthorized account is open, and has a $20000.00 limit. This account was opened under my name, completely without my permission, and it is still an active account even though they assured me it is not. I have even received paperwork over a week after they claim it was closed, with the terms they claim I agreed to. I want this fraudulently opened, unauthorized account closed and erased from my credit history immediately. I want them to fix any damage they may have done to my credit report by opening this account without my authorization.

  Business Response

  Date: 02/16/2023

  We apologize for any inconvenience the customer experienced.  We contacted the customer by phone and via email.  The customer was unresponsive.  Our records indicate that a duplicate loan application was submitted, and it was closed with a zero balance.  At GreenSky we strive for excellent customer service, and we will continue to improve our process.

• Initial Complaint

  Date:02/07/2023

  Type:Sales and Advertising 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.

  GreenSky Financial, owned by Goldman Sachs is truly a scam of a company. I was a special education teacher assaulted by a student last year. I went an entire year before receiving any benefits at all from workmen's compensation. I was always on time with all of my payments before the accident. I had attempted to contact GreenSky even before this because my interest rate was so high that my balance, after six years, only decreased by a couple of hundred dollars. This company was the only one to report me to the credit bureau for a late payment, after many years of on time payments....and some above the minimum amount due. They refuse to work with anyone in times of need, and I feel I was reported unfairly.

  Business Response

  Date: 02/13/2023

  We apologize for any inconvenience the customer experienced.  We contacted the customer and advised her that multiple late payments posted to her account.  As a courtesy, we waived the late payment fees.  While we do understand the customers desire to have a late payment deleted from her credit report, GreenSky is required to report accurate information to the credit bureaus.   At GreenSky we strive for excellent customer service, and we will continue to improve our process.

  Customer Answer

  Date: 02/16/2023

  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:

   

   This information is still incorrect.  They claim my payments were late prior to this one, and that they are "obligated to report correct information to the credit bureaus" yet none of my other "late payments " were reported to the credit bureaus. Their customer service is horrible, and I will never do business with them again .

   

   

   

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

  
  **************************************************
  
  
  
  
   
  

  Business Response

  Date: 02/22/2023

  We contacted the customer and provided a copy of her transaction history for reference. It was explained to the customer that multiple late payments posted to her account.  The late payment that posted after 30 days was reported to the credit bureaus.  While we do understand the customers desire to have the late payments removed from her credit report, GreenSky is obligated to report accurate information to the credit bureaus.  At GreenSky we strive for excellent customer service, and we will continue to improve our process.

• Initial Complaint

  Date:02/06/2023

  Type:Product 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.

  I paid my card off completely so it was at $0.00 on 01/23/2023. Starting 01/24/2023, I started receiving credits from returns. I had 2 purchases and the balance wasn't adding up, I contacted Goldman Sachs (attached) and was told the amount that disappeared went towards my installment loan and to wait until 01/31/2023 to see that. As more credits were being issued, I made purchases so that wouldn't happen again. Now, it is 02/03/2023, past 01/31/2023, and the amount DID NOT go towards my installment loan. I contacted them again, was disconnected from one associate without notice, then next one transferred me, the final one was not listening to me at all. All screenshots are attached. The owe me $28.79 from returns that is not accounted for. I complied a spreadsheet from when I paid my balance off in full on 01/23/2023 and this began. The cannot tell me where this money went and won't refund it back to my card... I need your assistance. Thank you!

  Business Response

  Date: 02/16/2023

  
  
  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 6, 2023. ******** appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to refund credits for Apple Card.
   
  ******** conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the Customer made two payments on January 23, 2023, in the amounts of $14.01, and $671.82 that paid the Customers revolving balance to $0.00. This left the Customer with an installment balance of $540.98. On January 24, 2023, January 25, 2023, January 26, 2023, and January 29, 2023, the Merchant* ****** ******* ******* ***** ******** ****** and ***** posted return credits in the amounts of $66.12, $53.95, $19.69, $68.58, and $4.18, totaling $212.52. As a result, the Customers account had a credit balance on the Customers revolving line.
  
  When Customers have a credit balance on the revolving line, it can be used towards new purchases on the Apple Card or used to meet the minimum payment due each month for the Apple Card Monthly Installment. ******** confirmed between January 24, 2023, and January 29, 2023, the Customer had $277.93 worth of transactions posted to the account. As a result, the Customers credit balance was used towards the new transactions posted on the account.
  
  ******** conducted a review of the interactions with the Customer, and confirmed the Customer was provided with misinformation about the Customers return credits being automatically applied to the Customers Apple Card Monthly Installment balance. ******** regrets the frustration this Customer has experienced. ******** is unable to provide the Customer with compensation.
   
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 02/17/2023

  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]

   I want a line-by-line breakdown, just like I provided, because as indicated, the amounts do not match up. Please look at my documents provided, and send me one of the same from your end, the credit disappeared before it was used, BEFORE any other transactions were made so them indicating the amount DID NOT go towards the installment balance as incorrect, and it not going towards a purchase (I made the purchases after the money credit disappeared, as it did before (see first conversation screen-shots that I submitted) solely for the purpose of not losing it again since the money disappeared without a trace and was told to wait as it would be reflected on the installment payment, which is wasnt. So where did it go?!. So until, I get a line-by-line breakdown with balances like I provided, this matter will not be resolved, again, because the math does not add up and this is over $20 unaccounted for. After I made the payment and got the first refund, was balance was negative. Or please tell me where I went wrong on my breakdown Also, there is no interest to worry about so this should be pretty straight forward. Thanks in advance, I look forward to see the excel sheet breakdown provided by the company, like I submitted.

   

   

   

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

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

  Business Response

  Date: 03/17/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 09, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to the balance on the Apple Card.
  As provided in the previous response, the Bank conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the Customer made two payments on January 23, 2023, in the amounts of $14.01, and $671.82 totaling $685.83 which paid the accounts revolving balance to $0.00. The Banks records indicate between January 24, 2023, and January 26, 2023 the customer received return credits from the Merchants ****** ******* ****** *** ***** ******** ***** totaling $208.34. During this time the Customer also had new spending totaling $25.08 which left the account with a credit balance on the revolving line in the amount of $183.26. The account also had an Apple Card Monthly installment balance of $549.20. The total account balance as of January 26, 2023 was $365.94.
  When accounts have a credit balance on the revolving line,it can be used towards new purchases on the Apple Card or used to meet the minimum payment due each month for the Apple Card Monthly Installment. The Bank confirmed between January 27, 2023 through January 30, 2023 the account had new spending totaling $275.18. The Customer received a return credit from the merchant Kohls in the amount of $4.18 on January 29, 2023, which left the account with a revolving balance of $87.74 and an Apple Card Month Installment balance of $549.20. The Customers total balance as of January 30, 2023, was $636.94 which reflects on the Customers January 2023 statement. 
  The Bank sent the Customer a document with a breakdown of the daily balance and total charges, credits and returns as requested was for the timeframe of December 28, 2022 to January 30, 2023. The **** Balance column on the document the Bank sent is for the Apple Card Monthly Installment (****)balance. The Bank is unable to provide any additional documentation. The Bank confirmed the Customers statements, and the document breakdown is correct. The Customer can find a complete record of charges, credits, and payments on their monthly statements. As a one-time courtesy, the Bank provided the Customer with a statement credit of $22.33 on March 17, 2023.
  The Bank conducted a review of the interactions with the Customer, and confirmed the Customer was provided with misinformation about the Customers return credits being automatically applied to the Customers Apple Card Monthly Installment balance. The Bank is unable to provide the Customer with compensation.
  The Bank does not have further information to provide and considers this matter closed.

  Customer Answer

  Date: 03/20/2023

  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 only because they gave me the disputed amount. The business repeatedly tried to contact me outside this complain after multiple attempts to resolve before submitting this complaint. Also, when I did call them after the complaint and asked the rep to go line-by-line with me several time, I was ignored. I then asked what my balance was after the 1/23/23 payments because on my end, the app said $0. She could not tell me the amount and only that it wasnt zero All I was asking for was help with the discrepancy to see what happened and I couldnt get that. Thank you for doing the credit. To other customers: do not ever let this card get a negative balance on it, you will be utterly confused and get no help to rectify or understand.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/03/2023

  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.

  The original transaction took place on 10/24/21, I paid $170 for two pairs of ostrich skin boots. On ******** the company had a ad listing their sale Western Cowboy Outlets a company located in ******* **., which is 6 hours away from me. After days of not receiving my boots and packages from ******* arrive by the next day which was my concern I contacted them. Since the email was not answered I called the company in ******* and they asked for a order number and when I gave it to them they stated that it was not their order number and that they had received many calls because some ******* company copied their website. Finally after two weeks of asking for a tracking number and if they were coming from ***** the fake company finally replied that they were on the way but would not tell me where they were located. After receiving the boots 30 days later I found they were cheap and I mean very cheap knock offs made of cheap plastic. I disputed it with Goldman Sachs which is the issuer of the Apple card. So for almost a year I kept disputing it and all I would receive is a generic letter saying that they sided with the fraudulent company with just a pick of their return policy from the real site. I explained in detail in writing what happened and showing proof that the 2 websites listed were fake and no longer existed. The process with Goldman Sachs is made to discourage disputes, I spent hours on the phone and sending documentation, I asked multiple times to speak with a manager or the dispute department and I was told there was no way to reach the dispute department not even a way to email them. So at this point I am filing multiple complaints with various agencies because of what I have found online about how Apple and Goldman Sachs are processing disputes the way they should.

  Business Response

  Date: 02/17/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 03, 2023. We appreciate the opportunity to address the concerns raised by ************************************* (the Customer) related to a transaction in the amount $170.00 with the merchant ***** shop posted on October 24, 2021.
  The Bank performed an investigation of the dispute in the amount $170.00 and confirmed no Bank error occurred. The Customer contacted the Bank on October 29, ************************************************ the amount $170.00 with the merchant ***** shop. The Bank applied a temporary credit to the Customers account while the dispute was investigated. Based on the Banks investigation and evidence available, the Bank resolved the dispute in favor of the Merchant. Merchant evidence included proof of delivery of the merchandise to the address associated with the Customers order. The temporary credit was reversed from the Customers account on December 28, 2021, and the Bank sent the Customer an email detailing the dispute outcome. 
  The Bank confirmed the Customer re-opened the dispute for the transaction in the amount $170.00 on February 27, 2022, May 06, 2022, and August 02, 2022. The Bank applied temporary credits to the Customers account while the disputes were investigated. Based on the Banks investigation and evidence available, the Bank resolved the disputes in favor of the Merchant. Subsequent requests for evidence from the Customer did not provide substantial evidence to overturn the decision and the Customer is still in possession of the merchandise. The temporary credits were reversed from the Customers account on April 29, 2022, July 25, 2022, and October 11, 2022, and the Bank sent the Customer emails detailing the dispute outcomes. 
  Based on the above details, we kindly request this complaint be closed.  
  
  

• Initial Complaint

  Date:02/02/2023

  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 10/13/22, 2:37pm I ordered an item from ****** with my AppleCard that cost $2,658.11. I realized I ordered the wrong item, and requested a cancellation at 9:35pm(still 10/13/22). ****** responded on 10/14/22, 1:33pm and said "cancellations are unable to be processed on your ****** purchase". They suggested to "quickly and easily resell any purchases back on ****** you do not wish to keep.". This was before the item had been shipped, and the cancellation request was only 7hrs after the purchase.I checked the ****** refund policy, and I should be eligible for a refund. ****** still refused to cancel the item.****** also says "ALL SALES ARE FINAL ONCE THE **** IS AUTHENTICATED AND DELIVERED", However, the item was not authenticated until 10/17/22 at 12:19PM and not shipped until 10/18/22. I requested the cancellation and refund on 10/13/22 several days before then.There was an attempted delivery on 10/20/22. I said I did not want the item. However, they re-delivered it the next day when I was away from home. The main issue with ****** saying to re-sell the item is that they take a 10% base transaction fee +3% processing fee. This means if I did manage to sell it on their platform for the exact amount I paid ($2,658.11), I would only receive $2,312.55. During my communications with ******, they even try to persuade my to sell by stating that "You can potentially turn over a greater profit for the item that what you originally paid for!". Which did not turn out to be the case.Before the item had been authenticated/shipped, ****** made it clear they would not honor my request, so I opened a dispute with GoldmanSachs(GS), the bank that ********* uses and told my situation. GS said they would wait for ****** to reply, and I would need to wait two billing cycles. I got a response on dec 16, 1:23pm saying the dispute was in the merchant favor because "sales are final". ****** told my bank that I contacted them AFTER my item was already shipped. WHICH IS FALSE.

  Business Response

  Date: 02/16/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 2, 2023. ******** appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to a transaction dispute with the Merchant ****** in the amount of $2,658.11.
  
  ******** conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on October 14, 2022. ******** applied a temporary credit while the dispute was investigated. Based on the investigation and the evidence provided, the Bank ruled the dispute in favor of the Merchant. The evidence provided by the Merchant included the Terms and Conditions which state, Once a bid is placed and accepted, the order cannot be cancelled and there would not be a refund due. The Customer made an attempt to cancel the order with the Merchant, who advised the Customer the purchase could not be canceled. The Customer sent the merchandise back to the Merchant who rejected the delivery and sent it back to the Customer. Additionally, the All Sales Final referenced in the terms applies to the Merchants Buyer Promise which allows Customers up to 3 days after the item is received to reach out if the wrong item was received, or an item was not correctly verified. As a result, the Bank reversed the temporary credit that was applied to the account on December 16, 2022. ******** sent the Customer an email detailing the dispute outcome.
  
  The Customer reopened the dispute on December 16, 2022. ******** applied a temporary credit while the dispute was investigated. Based on the review and the same evidence provided by the Customer and ********, the Bank ruled the dispute in favor of the Merchant. As a result, the Bank reversed the temporary credit that was applied to the Customers account on February 2, 2023. ******** sent the Customer an email detailing the dispute outcome.
   
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 02/16/2023

  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]

   

  I have uploaded a PDF detailing how the claims by the merchant given to apple are false. I have exhausted all of my resources to cancel the verification and shipment, the merchant still claims I waited until after verification to cancel. I am allowed to get refund as long as it is before the verification process, and I contacted them the same day of purchase, well before it was verified. I have sent so much proof of this to apple, but they still side with the merchant. I have already reopened my case and will continue to fight it.

   

   

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

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

  Business Response

  Date: 05/26/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 16, 2023. ******** appreciates the opportunity to address the concerns raised by *************************** *** (the Customer) related to a transaction dispute with the Merchant ****** in the amount of $2,658.11.
  
  As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on October 14, 2022, December 16, 2022, February 2, 2023, and February 23, 2023. ******** applied a temporary credit while the dispute was investigated. Based on the investigation and the evidence provided, the Bank ruled the dispute in favor of the Merchant. The evidence provided by the Merchant included the Terms and Conditions which the Customer must agree to at the time of purchase states, Once a bid is placed and accepted, the order cannot be cancelled and there would not be a refund due. All sales are final. The All Sales Final referenced in the terms applies to the Merchants Buyer Promise which allows Customers up to 3 days after the item is received to reach out if the wrong item was received, or an item is damaged. As a result of the Merchants policy, the Customers requests for a refund were not honored by the Merchant.
  
  The Merchant makes no claim the Customer can cancel the order before the verification and shipment of the product. The Customer attempted to send the merchandise back to the Merchant who rejected the delivery and sent it back to the Customer. As a result, the Customer is still in possession of the merchandise. As a result, the temporary credit that was applied to the Customers account was reversed on December 16, 2022, February 2, 2023, February 21, 2023, and April 11, 2023. ******** sent the Customer an email detailing the dispute outcome.
  
  The Customer reopened the dispute on April 11, 2023. ******** applied a temporary credit while the dispute was investigated. Based on the investigation and the new additional evidence provided by the Customer, the Bank ruled the dispute in favor of the Merchant. The new evidence the Customer provided was not substantial enough to overturn the dispute decision.  As a result, the temporary credit that was applied to the Customers account was reversed on May 4, 2023. ******** sent the Customer an email detailing the dispute outcome. ******** contacted the Customer on April 27, 2023, and May 16, 2023, and addressed the Customers concerns. The Customer should contact the Merchant directly with questions or concerns related to the Merchants return policies. 
  
  ******** does not have further information to provide and considers this matter closed.

  Customer Answer

  Date: 05/30/2023

  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]

   

   they are putting the same response over and over, its clearly that they don't wanna push through and accept that i have my rights and my evidence is sufficient for anything to combat this, they just want the money and thats it, so corrupted 

   

   

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

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

• Initial Complaint

  Date:02/02/2023

  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.

  768 / ***** Translation results Translation result On 01/23/2023 I received an unsolicited credit card (copy in Exhibit 1) from Goldman Sachs. I checked my credit report and found a hard inquiry from GS on 1/13/2023 On 01/24/2023 I call GS customer service *************) and report these anomalies. To my surprise, GS informs me of a balance (over $3500) on this UNAPPLICATED and UNACTIVATED credit card. How does this NON-ACTIVATED CARD HAVE A BALANCE???? Goldman Sachs did not perform valid verifications. It is obvious!!!! GS did not protect me!!!!As GS recommended, I filed a case at www.identitytheft.gov and followed all the recommendations, including a Report (and freeze) with the entire ************* on 1/24/2023 and started credit monitoring through www.aaa. com/experianidtheft/

  Business Response

  Date: 02/14/2023

  The Bank performed an investigation related to the account. Based on the Banks investigation, the Bank closed the account as confirmed ID Theft on February 10, 2023. The Bank submitted a request to have the inquiry and trade line removed from the Customers credit report.

• Initial Complaint

  Date:02/02/2023

  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.

  On 1/31 I sent $206.21 as instructed by the Apple Card to avoid an interest payment of $46.53 for the month of December. On 2/1 I was charged $46.53 anyway.Apple Support has repeatedly refused to fix their mistake. I havent even been allowed to speak with someone able to fix the problem.

  Business Response

  Date: 02/16/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 2, 2023. ******** appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to interest charges for Apple Card.
   
  ******** 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 on the monthly balance for the days until the Customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement. The Customer had a monthly balance of $2,790.73 due by December 31, 2022. The Customers payments for the period totaled to $2,589.60. As a result, the Customer was assessed interest of $31.19, and trailing interest of $46.53.
  
  The Apple Card Customer Agreement details how Customers can avoid future interest charges, If your Account has lost its Grace ****** on the Total Balance, you can regain it by paying the Monthly Balance by its corresponding payment due date. You will then only maintain the Grace ****** on the Total Balance in the following and each and every subsequent month by paying the Monthly Balance by its corresponding payment due date. ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. ******** is unable to refund the interest assessed to the Customers account.
   
  Based on the above details, the Bank kindly requests for this complaint to be closed.