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:01/30/2023

  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 have an Apple Card issued through Goldman Sachs. On 1/24/23, Goldman Sachs sent me a promotional email asking me to add a Co-Owner to my Apple Card account. If I did and the new Co-owner spends $100 on the Apple Card, then Goldman Sachs would give me a $100 credit on my account (for adding the new Co-owner). I applied for and secured another Apple Card on behalf of my wife (*******************). I then went into my Apple Wallet and sent my wife an invitation to be the Co-owner on my Apple Card. She tried to accept, but was told that she needed to call ***************** We called Apple Card together and that's when the problems began.We spoke to a **************** Rep (***) this morning (1/28), and she helped us through the process. She advised that my wife was a co-owner on the account, and then asked if I wanted to merge our two Apple Card accounts. I asked what that was for and what was involved, and the *** said it would take a few minutes more and we would need to answer more questions. I asked her if we needed to merge the accounts for my wife to be a co-owner, and the *** said "no." So, I told her that we would just leave these as separate accounts and my wife would also be the co-owner on my account. The *** said that was fine, and we ended the call. We then paid a bill for $622 using the Apple Card, expecting that would earn us the $100 Co-owner promotional credit. I checked my Apple Card to see if the credit was there, and it wasn't. I also noticed no Co-owner listed. When I called to discuss with Goldman Sachs, they ended up contradicting the first *** and told me that because my wife had her own Apple Card, we weren't eligible for the $100 promotional credit. When I explained that I only got the card and made a charge on it to earn the $100 credit, they didn't care. I spoke to *********, and she talked over me, was rude and unhelpful.I earned the $100 credit, Goldman Sachs should honor their promotion and pay me.

  Business Response

  Date: 02/13/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 30, 2023. ******** appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to promotions for Apple Card.
   
  ******** conducted an investigation and confirmed no Bank error occurred related to the promotion. ******** is currently running a promotion for Daily Cash. The promotion terms and conditions state, The promotion is valid only for new Co-Owners who are added to an Apple Card Family account who directly received this offer, from January 24, 2023, to February 6, 2023, and the new Co-Owner must spend $100 or more within 30 days of being added to the Apple Card Family account. Additionally, merged accounts are not eligible.
  
  ********s records confirmed the Customers current Co-Owner opened an individual Apple Card account and attempted to merge the accounts instead of being invited as a Co-Owner to the Customers account. As a result, the Customers account is not eligible for the Daily Cash reward. Additionally, the *************Owner has not spent the required $100.00. The Customer contacted the Bank to merge the accounts on January 28, 2023. During the conversation a Bank Representative gave misinformation about the Customers current Co-Owner being a Co-Owner even though the accounts were not merged. At that time both accounts were individual Apple Card accounts. ******** is unable to provide the Customer with compensation. ******** regrets the frustration this Customer has experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:01/30/2023

  Type:Order 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.

  For this account, I reported it as fraud and it looks like they went ahead and closed it and stopped the payments owed. The problem is, I was not refunded for all the money and payments I had to make while it was being investigated. Please send me a check for the $1,900 I spent making payments on this fraudulent account to the address on file. Thank you! This is for the Apple Card. attached is a statement I was sent by customer service.

  Business Response

  Date: 02/14/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 30, 2023. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to refunded payments on an Apple Card account that was opened without authorization.
   
  ******** conducted an investigation and confirmed no Bank error occurred. The Bank performed an investigation related to the account. Based on the Banks investigation, the Bank closed the account as confirmed ID Theft on November 23, 2022. ******** submitted a request to have the inquiry and trade line removed from the Customers credit report. The Customer is not responsible for the account. The Customer should contact the financial institutions that payments were made from with questions or concerns about fraudulent payments. ******** is unable to refund the Customer for the fraudulent payments.
   
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 02/15/2023

  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:01/26/2023

  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 reserved a rental with routes car rental they charged me twice for the rental never gave me a confirmation. After filling a dispute with BBB they agreed to refund me the $114 which I disputed with Goldman Sachs credit card. Now the merchant has came back and said itsa valid charge because they have a no refund policy after they agreed to refund me which I have in writing and the bank refuses to hold them responsible and is putting that charge back on me. This has been a nightmare because this company continues to over charge me for this rental Ive paid 3 times the price and when asked for the confirmation no one has provided it. I have no one working for me against this company that is robbing people. As a bank if you have it in writing why are you not holding them responsible for what they agreed to? How am I as a consumer to fight this? I thought thats what the credit card merchants are to do. Company: Routes Car Rental Consumer: **************************** This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.

  Business Response

  Date: 02/09/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 26, 2023. ******** appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to a transaction dispute in the amount of $114.00.
  ******** conducted an investigation and confirmed no Bank error occurred. On October 28, 2022, two transaction posted to the Customers account in the amount of $114.00 by the merchant Routes Car Rental. On November 07, 2022, the Customer contacted the Bank to dispute the transaction, and a temporary credit was applied to the account. ******** reviewed the evidence provided by the Customer along with the evidence provided by the merchant, which confirmed two transactions were made and could not verify that the merchant agreed to refund the Customer. The evidence provided by the merchant confirmed that the purchase was non-refundable. On January 26, 2023, the dispute was resolved holding the Customer liable for the transaction, and the temporary credit was rebilled. ******** sent an email to the Customer detailing the dispute outcome on January 26, 2023.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 02/15/2023

  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:

  That is not true.  I sent the bank a copy of routes email saying they would issue me a credit for the duplicate as long as I didnt do a chargeback so I contacted the bank and told them I didnt want to do the dispute because they responded saying they would issue a credit.  I also sent them a copy of the response they did to BBB agreeing to give credit for the duplicate since I was told that by their rep and it was their negligence of never given me a confirmation for my reservation.  The bank was given proof that they agreed to give credit for that duplicate charge so Im not understanding why they didnt hold them to it and allowed them to then change their mind and say no refund.    Thats not fair to me as the consumer fighting with these companies and then they get to say no we change our mind especially when I had it in writing twice.  

   

   

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

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

  Business Response

  Date: 03/09/2023

  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 27, 2023. ******** appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to a transaction dispute with Routes Car Rental in the amount of $114.00.
  ******** conducted an investigation and confirmed no Bank error occurred. On October 28, 2022, two (2) transactions posted to the Customers account in the amount of $114.00 by the merchant Routes Car Rental. On November 07, 2022, the Customer contacted the Bank to dispute the transaction, and a temporary credit was applied to the account. ******** reviewed the evidence provided by the Customer along with the evidence provided by the merchant, which confirmed two transactions were made and could not verify that the merchant agreed to refund the Customer. The evidence provided by the merchant confirmed that the purchase was non-refundable. On January 26, 2023, the dispute was resolved holding the Customer liable for the transaction, and the temporary credit was rebilled. ******** sent an email to the Customer detailing the dispute outcome on January 26, 2023.
  On February 27, 2023, the Customer provided additional evidence containing a screenshot of the merchant agreeing to refund the Customer. On March 07, 2023, the Bank reopened the dispute and applied a temporary credit to the account. On March 07, 2023, the dispute was resolved in the Customers favor due to the newly provided evidence which confirms the merchant acknowledged the Customer was due a refund. The temporary credit was made permanent, and the Bank sent an email to the Customer detailing the dispute outcome on March 07, 2023.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 03/10/2023

  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:01/26/2023

  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.

  The complaint is in reference to credit card **** of the ** Rewards card. My balance was zero and GS turned off my autopay . I then used the credit card for a small amount but the autopay was turned off during the statement period of Aug-Sept 2022. In doing this my account shows 30 days late. I spoke with several GS reps who admitted to the error but will not remove the error on my credit report. I filed a dispute with *********** and it is still showing. I spoke with GS and was told it would be resolved and it has not. I am filing this with BBB to have someone other than CS reps to look into the account and correct the error.

  Business Response

  Date: 02/08/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 26, 2023. We appreciate the opportunity to address the concerns raised by **** ****** (the Customer) related to late payments and credit reporting.

  
  The Bank conducted an investigation and confirmed a technical error occurred. The Bank fixed the technical error on the updated version of the mobile application. The Bank encourages the Customer to update the mobile application on their device. The Bank backdated the payment of $46.33 made on November 29, 2022, to post on October 21, 2022. This led to interest credits totaling $1.37 which posted to the account on February 8, 2023.Additionally, due to backdating the payment, the Customers credit reporting will be updated. This update may take up to 30 days to reflect on the Customers credit report.

  
  The Bank apologizes for any inconveniences the Customer may have experienced.

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

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service 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 have been a customer for ********************** since 2014 for a loan. Then out of nowhere, in October 2022 they started changing my address and sending my monthly statements to another address. I called them in mid December and thought it was corrected, but the statements are still being sent to another address that is not mine and at no time did I ever request an address change to the address they are sending my statements to. This is a privacy violation and an Identity risk to me as well.

  Business Response

  Date: 02/01/2023

  We apologize for any inconvenience the customer has experienced.  We called the customer and left voicemails for him to return our call.  Our records indicate that the customers mailing address was automatically updated at the ************* ***************  The customer will need to contact the ************* ************** about his concern.  At GreenSky we strive for excellent customer service, and we will continue to improve our process.

  Customer Answer

  Date: 02/01/2023

  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 called them back on 2-1-2023 and talked to a person that new nothing about the issue. This started in October of 2022 and I sent written correspondence at that time to correct my address. Then it continued on, I called Greensky in December and told them my address did not change and to correct it and they still keep sending it there. It is there issue not the post office, they changed my address its not a forwarding issue. Its a Change of address issue. 

   

   

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

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

  Business Response

  Date: 04/12/2023

  We apologize for any inconvenience the customer experienced.  While we do understand the customers desire to have GreenSky change his mailing address, we do not have any control over the ** ****** ********.  Previously, we contacted the ****** ************ and they confirmed that the customer had a forward address in the system that was requested last year.  Previously, we contacted the customer and advised him to contact the ****** *********** about his concern. At GreenSky we strive for excellent customer service, and we will continue to improve our process.

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but I do not wish to continue arguing for with this company nor will I have anything to do with GreenSky in the future as they have very bad customer service.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/26/2023

  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.

  Card#: *************** On August 21st, my iPhone was stolen in *************. The perpetrator managed to unlock my phone and use it to change the credentials on my Apple ID and change the Face ID biometrics to his or hers. They then went to the ************************ and made a $5529.96 purchase. I informed Apple Card of the fraud and provided the company the related police report. Even after disputing the item 3 times, Apple Card has refused to issue a credit even though they advertise that their card Carries fraud protection.

  Business Response

  Date: 02/09/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 26, 2023. ******** appreciates the opportunity to address the concerns raised by ***************** (the Customer) related to a transaction dispute with the merchant Apple in the amount of $5,525.96.
  ******** conducted an investigation and confirmed a processing error occurred. On August 21, 2022, a transaction with the merchant Apple in the amount of $5,525.96 posted to the account. On August 22, 2022, the Customer contacted the Bank to dispute the transaction as unauthorized. The dispute was initiated, and a temporary credit was applied to the account. On October 27, 2022, the dispute was resolved holding the Customer liable for the purchase, and the temporary credit was rebilled. ******** sent the Customer an email detailing the dispute response on October 27, 2022.
  On October 27, 2022, the Customer contacted the Bank and requested to dispute the transaction once again. The dispute was initiated, and a temporary credit was applied to the account. On November 29, 2022, the Customer sent the Bank additional evidence supporting the dispute. On December 27, 2022, the dispute was incorrectly resolved holding the Customer liable for the purchase, and the temporary credit was rebilled. ******** sent an email to the Customer detailing the dispute outcome on December 27, 2022.
  The transaction was disputed once more on December 27, 2022, and a temporary credit was applied to the account. The dispute was resolved in the Customers favor on January 27, 2023, due to the Bank receiving the supporting evidence from the Customer on November 29, 2022. The temporary credit that was previously issued was made permanent. ******** sent an email to the Customer detailing the dispute outcome on January 27, 2023.
  ******** regrets any frustration the Customer may have experienced.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:01/24/2023

  Type:Billing 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 have been an Apple Card (a product of Goldman Sachs) customer since October of 2020. From until October of 2020 to the present day, I have made all payments on time and without any issues encountered. Typically, Goldman Sachs will credit my payments instantly and my available credit will reflect this. This is similar to how my payments are handled with other various credit cards. On the morning of January 19, 2023, I submitted a larger than average payment (approximately $3,000.00) to satisfy my full (non-installment) balance on my Apple Card. This payment, however, was not reflected instantly on my account. This itself was not unreasonable, as I assumed my available balance would reflect the payment after the payment had cleared. After several days however, my available balance remained the same - even after the payment had cleared with my banking institution. I contacted Apple Card support on several different occasions to inquire as to this delay, and was told that my payment would be on hold until January 30th, 2023. This delay of 11 days (more than 7 business days), is simply unacceptable. No other financial institution has ever held my available balance hostage for so long. The perception here is that Goldman Sachs wishes to punish customers for paying off their balances in full. I relayed to the customer service representative, that had I known the payment would be held for so long, I would have opted to pay a different financial institution, or otherwise delay my payment, as I required at least a portion of that payment to be available to me for important (medical related) transactions. The customer service representatives simply relayed that they were unable to expedite the release of my available balance. As there is no risk to Goldman Sachs after my payment (from a known payment bank account) has cleared, this further delay is completely unacceptable and has directly caused me distress.

  Business Response

  Date: 02/07/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 24, 2023. We appreciate the opportunity to address the concerns raised by ********************* (the Customer)related to a payment made on the Apple Card.
  The Bank conducted an investigation related to the payment and confirmed no bank error occurred. The Customer made a payment from their bank account in the amount of $2,978.67 on January 19, 2023.Payments are applied to the outstanding balance on the business day the payment is processed and interest does not accrue for the payment amount. The Bank confirmed the payment has been released and reflected in the Customers available credit on January 25, 2023.
  The amount of time it takes for payments made from a bank account to reflect in the available credit can vary based on the payment amount and account history. The Customer should continue making payments on time, and over time, faster updates should be experienced. The Apple Card Customer Agreement states after receiving a payment, the Bank can immediately increase the available credit, or delay increasing the available credit on the Account for a period of time. The Customer can check the status of the available credit by going to the Apple Wallet, online at **************,or by contacting the Bank.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 02/10/2023

  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.

   

  Please let it be known that multiple representatives from the business told me the credit would not be made available until January 30th, 2023, however in fact it was made available five days prior on January 25, 2023.  I can only assume this was a direct result of my complaint.  The business routinely makes my payments available immediately thus this was an inconvenience.  Perhaps the business should consider informing users the timeline for which their payments will be reflected in their available balance prior to actually submitting the payments.  This way the business can handle risk in the manner it sees fit without negatively impacting the customer who expects the business to reflect payments in the same manner as every other bank in *****************.

   

  Despite the business not issuing an apology, I will accept the response of the business because they did make the credit limit available ahead of the initial date I was told, likely the result of my complaint.  I will gladly file another complaint if this issue happens again.

  
  Sincerely,
  
  *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/20/2023

  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 declined a payment transaction for an account that was not mine and, linked it to my card when they were told numerous times that the banking information for said payment does NOT belong to me. Once I figured out how to delete the mystery account that should not have been attached to my card, I made payments to pay OFF my Apple Card again. They have since held The payment for almost 3 weeks.i spoke to numerous ****** each/Apple Card reps/supervisors and a manager all of which would not help in any way, shape or form. This has resulted in ****** sachs taking thousands from me without releasing it to my card. They also, ran an account that was attached to my account that I have no idea whom it belongs to. They should probably figure that out as well. Never once until today did they confirm what account should be used to process payment. The lack of care and customer service is astonishing and, their reasons for joking my funds has varied. Normally, funds are available immediately to *** of 3 days. Their reasoning at first was that the payment was declined due to insufficient funds (because they were already told not to run it because that wasnt my account!). Then they changed their reasoning to well we always hold the funds(that is a lie). Now today the reason was because you paid so much off we hold the funds. For three weeks?!?!?!! I want this resolved. They are now saying my funds wont be released until the 26th! Payment was made on the 4th.

  Business Response

  Date: 02/03/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 20, 2023. ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to available credit after payments are made, and returned payments for Apple Card.
   
  ******** conducted an investigation and confirmed no Bank error occurred. The Banks records confirmed the Customer added the bank account on file on 9/21/2022 and subsequently scheduled payments utilizing that account on their device / within the iOS Wallet application. More specifically, 4 payments were made from the ********* device on December 30, 2022, January 4, 2023, January 5, 2023, and January 9, 2023, in the amounts of $3,977.54, $2,500.00, $2,000.00, and $2,054.09. On January 4, 2023, January 5, 2023, January 9, 2023, and January 11, 2023, the ********* financial institution returned the payments in the amounts of $3,977.54, $2,500.00, $2,000.00, and $2,054.09, due to insufficient funds. As a result, the Bank debited the ********* account for the returned payments.
  
  Payments are applied to the outstanding balance on the business day the payment is processed, and interest does not accrue for the payment amount. The amount of time it takes for payments made from a bank account to reflect in the available credit can vary based on the payment amount and account history. The Customer should continue making payments on time, and over time, faster updates should be experienced. The Apple Card Customer Agreement states after receiving a payment, the Bank can immediately increase the available credit, or delay increasing the available credit on the Account for a period of time. The Customer can check the status of the available credit by going to the Apple Wallet, online at card.apple.com, or by contacting the Bank. The ********* payments in the amounts of $2,000.00, $1,000.00, $100.00, and $50.00, made on January 10, 2023, January 11, 2023, January 27, 2023, and January 30, 2023, will reflect in the ********* available credit on January 26, 2023, January 27, 2023, February 13, 2023, and February 14, 2023.
  
  ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. A Bank Representative contacted the Customer on January 20, 2023, and addressed the ********* concerns. The Customer can delete or update Bank account information for payments in the Wallet App, on card.apple.com, or by contacting the Bank directly.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 02/06/2023

  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]

   

   This is AGAIN, the same issue that was had all along. i have told representatives 5+ times now that, the account that was added did not belong to me. I purchased a new apple14 pro max ***** in September and, was completely unaware of any additional account that was added for payment as, I have ONLY added and account for payment that belongs to me. There is STILL failure to address the fact that after I figured out the issue for them they STILL ran this random account attached to my card that does NOT belong to me. I told three different representatives NOT to use that account because it is not mine and the proper account is attached. I deleted the account that does not belong to me and, they STILL ran it this, resulting in a declined note on my transactions. Obviously it was going to be declined. Its not my account. I told them that and, I told them not to run it! They continued to do so anyway. In regards to customer service.I was told a rep would call me within 48 hours. I heard nothing. I called back yet again and, another rep told me that they closed the complaint without ever receiving a call or, having a resolution. THAT was when another ticket was put in with urgency and, someone called me the next day. The rep that called me was dismissive at best. Told me there were no other options and, when people pay their cards off they hold it for ten days. So, all the while I have a daily limit on my actual actual bank account not knowing when they are going to pull funds in excess to my daily limit thus, resulting in an actual declined transaction because they run them together. I have explained this actual scenario more times than I can count and, feel as though they are listening but, definitely NOT hearing me. I dont appreciate the lack of care when it comes to transactions in my account or, on my card. I have ALWAYS paid my balance in full, NEVER had an issue doing so and, have never had to plead with a company to take my money in order to pay off and close an account. 

   

   

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

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

  Business Response

  Date: 02/27/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 17, 2023. ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to payment source bank accounts associated with their Apple Card.
   
  ******** conducted an investigation related to payment source bank accounts and confirmed no Bank error occurred. According to the Banks records, the Customer added the United ************************* account ending in **** on their device on September 21, 2022. ******** confirmed the Customer scheduled a one-time payment from their device using the United ************************* account ending in **** in the amount $1,300.00 to post on September 23, 2022.******** confirmed this payment processed successfully.
  
  ******** confirmed the Customer scheduled four additional one-time payments from their device using the United ************************* account ending in **** to post on December 30, 2022, January 4, 2023, January 5, 2023, and January 9, 2023, in the amounts of $3,977.54, $2,500.00, $2,000.00, and $2,054.09, respectively. On January 4, 2023, January 5, 2023, January 9, 2023,and January 11, 2023, the ********* financial institution returned the payments in the amounts of $3,977.54, $2,500.00, $2,000.00, and $2,054.09, due to insufficient funds. As a result, the Bank debited the ********* account for the returned payments. ******** confirmed it processed payments in accordance with the scheduled payment instructions the Customer set up from their device.
  
  ******** confirmed United ************************* account ending in **** is no longer an active payment account associated with the ********* Apple Card account. The Customer can delete or update Bank account information for payments in the Wallet App, on card.apple.com, or by contacting the Bank directly.
  ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  Based on the above details, the Bank kindly requests for this complaint to be closed. 

  Customer Answer

  Date: 04/10/2023

  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]

   

   Again, Apple Card support was told on numerous occasions not to run the payment through the account ending in **** as, it is not my account. I dont understand why this is so difficult to comprehend. 

   

   

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

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

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service 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 ****** account was locked down for no reasons. I need to transfer my money back to original account to pay for my tuition. They said because of their system issue, they cannot verify my phone number, which is ridiculous. I've mailed the verification form to them. They did nothing to help with my transfer. Extremely bad and unprofessional attitude. I couldn't pay my tuition on time, and they are not responsible for the overdue fee.

  Business Response

  Date: 01/25/2023

  ****** by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on January 18, 2023. The Bank appreciates the opportunity to address the concerns raised by ******* (the Customer) related to accessing funds in an ************** Account (OSA).
  Per the Banks records, on January 17, 2023, the Customer initiated an outgoing ACH transfer from their OSA to an unverified external account. The Bank identified security concerns related to ownership of the external account and, in accordance with the Banks Deposit Account Agreement, the reversed the transaction and restricted the account until the security concerns could be cleared. The Bank spoke with the Customer later that day; however, the Bank was not able to authenticate the Customer with the phone number on file.
  As an alternative, on January 18,2023, the Bank requested the Customer complete and return an Affidavit of Identity ***** to remove restriction. On January 22, 2023, the Customer contacted the Bank regarding **** and a Bank Specialist confirmed that the *** has not been received. Once the Bank receives the **** the Bank will review and notify the Customer of the decision.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:01/17/2023

  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.

  we bought windows from ******** and greensky finance it. the windows was not what we ordered and greensky said they help, but in over 8 months they did not communicate with us. they said they were talking to the company, but the job was not finished and not done right. They still gave all the money to the company.

  Business Response

  Date: 01/25/2023

  GreenSky spoke with the customer who wanted to express his disappointment with the customer service from the merchant and **********************. ********************** apologized to the customer for the communication issues and project clean up issues he had with his merchant and for GreenSky not contacting him within the timeframe he was expecting.  It is our goal to continue to improve our business practices and customer service.