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:12/01/2022

  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 had a subscription through Match by way of apple subscription. I cancelled it in February and in March, my apple credit card (with Goldman Sachs) was charged. I disputed it, and was refunded. The same thing happened the next month, and again, I disputed it and was refunded. The charge then showed again the next month and has charged every month through current month at $39.99. I spoke to ***** services after filing a BBB with Match who said it was an apple issue since the subscription was through them. The operator put a pending credit on the charges and stated she would work on it. I then got a message from goldman sachs saying the dispute request was denied but without any clear explanation. I need this matter resolved and the charges all refunded plus interest (*****% APR) as shown in upload.Thank you.

  Business Response

  Date: 12/15/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on December 01, 2022. We appreciate the opportunity to address the concerns raised by ********************* (the Customer) related to transaction disputes with the merchant Match.com in the amounts of $39.99.
  ******** conducted an investigation and confirmed no Bank error occurred. The Customer first contacted the Bank on March 19, 2022, to dispute the transaction, and a temporary credit was applied to the account. On March 19, 2022, the dispute was resolved in the Customers favor, and the temporary credit became permanent. ******** sent an email to the Customer on March 19, 2022, detailing the dispute resolution.
  After the dispute was resolved, the merchant continued to charge the account every month, totaling nine (9) unauthorized charges. The remaining eight (8) transactions have been disputed, with one already being resolved in the Customers favor, and another being resolved in the merchants favor, due to a refund issued by the merchant on November 28, 2022.
  The remaining six (6) transaction disputes with Match.com remain 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. ******** applied five (5) temporary credits to the account on November 27, 2022, and one temporary credit on November 30, 2022, in the amount of $39.99 each. The temporary credits may not be available for use during the investigation.
  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. The unauthorized transactions charged between May 2022 and November 2022 were disputed in November, and each unauthorized transaction incurred interest. Along with the temporary credits, the Bank also issued an interest credit for each transaction that incurred interest.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 12/27/2022

  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:11/29/2022

  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.

  My husband and I financed the remaining balance owed to Window Nation which advised us there would be no interest charged if we paid the balance within 18 months.I have been charged deferred interest, and finance charges monthly. We were even charged before our first payment was due. There is no number to contact greensky and only messages through them, we reached out to window nation, a gentlemen gave me a contact person who handles the banking side.The person's voicemail is always full and never responds to emails I sent. If i were to pay the minimum amount due monthly those finance charges would eat that minimum payment up and would take longer to pay off and would get additional charges on top of it.

  Business Response

  Date: 12/01/2022

  GreenSky reviewed the loan terms and determined the customer is on a deferred interest plan and the loan terms are accurate.  GreenSky spoke with the customer and explained that the accruing finance charges are disclosed on the monthly statement as a courtesy.  We also explained that if the purchase balance is paid in full by the promotion expiration date, the deferred interest accruing will be waived.  We explained to the customer that her monthly statements, also explains the deferred interest plan and has a statement You are on a deferred interest plan.  To have the total deferred interest waived, pay off the promotional balance by the promotion expiration date of 3/19/2024.  The customer stated the merchant did not explain the loan terms to her this way.  We apologize for any inconvenience the customer may have experienced.  It is our goal to provide excellent customer service and continue to improve our policy.

• Initial Complaint

  Date:11/28/2022

  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 October 30th I was drafted a payment for the same amount ($668.59) from my checking account, first at all this is not possible with the apple card app, second the payment shows twice on the transaction history and now on the October balance, however the statement only considered 1 of the payment and not the 2 payments. I have contacted the customer specialist many times and I keep getting a respond that there is not issues. However, I have the proof and tally all statement and shows that my theory is correct and that the system missed one of the payments. I have spend many hours trying to clarify this, but not luck and I am to the point to bring this to legal terms as I do not get any resolution. On the picture shows the current balance, which is wrong and it should be zero as there was an additional purchase of $1600 and payment of $1030.37. I have attached all transactions and clearly state that system is wrong.

  Business Response

  Date: 12/12/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 28, 2022. We appreciate the opportunity to address the concerns raised by ******************************* (the Customer) related to the Apple Card balance. 
  ******** conducted an investigation and confirmed no Bank error occurred. On October 29, 2022, the Customer made two (2) payments on the account. Each payment was in the amount of $668.59. The revolving balance on the account prior to the payments being made was $517.09, and the installment balance on the account was $812.00. When the payments posted to the account, the revolving balance was brought to $0.00, and the installment balance was credited and brought to $8.09. On October 31, 2022, the Customer authorized a purchase with the merchant ************ in the amount of $90.87. The $8.09 installment balance was added to the monthly balance and minimum amount due by November 30, 2022. The October 2022 monthly balance in the amount of $98.96 is correct.
  Additionally, the evidence provided by the Customer, which shows the calculation of the balance, only includes the installment payments made in August, September, and October. The full installment purchase amounts of $609.00, $103.00, and $100.00 should be used instead of the installment payment amounts.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:11/28/2022

  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 Contacted Applecard goldman sachs support, I was having my grandmother pay my credit card from her bank and the payment was taken from my bank. I talked to a manager, she tried to cancel the payment and could not, She manipulated the payments and made it so i made the payment out of my account. I had also submitted for a refund for applications, The manager accidentally sent back the balance of the account, to my account but it didnt process as that i called and specified that, this was for my applications or this and the manager said she accidentally sent me 856$ so i sent it back on apple cash that night to apple, Its in the transaction history, Apple is now charging me the full amount of the balance not subtracting the amount i sent back and charging me 23% interest when 2586$ was taken out of my grandmothers account. The money was not returned to the account i sent it to and i called and specified, My terms of service, Do not state you are required to pay managerial errors where we lied to you and then demanded the money back and upped your interest rate i specifically stated i dont agree to any service terms updates and want my account canceled. They have not reviewed or ammended my complaint and are trying to rob me for 5,000$ on a 2836$ balance i have the recipt for, The manager is committing fraud somehow and i cannot get a manager to even talk to me, I do not have the money for this to be taken or a judgement to be issued, I am being extorted and robbed due to a manager committing fraud. I need help. I have all my recipts and transactions, And im really scared i have 3 children i adopted and its christmas i cannot afford this to happen.

  Business Response

  Date: 12/12/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 28, 2022. We appreciate the opportunity to address the concerns raised by ****** ****** (the Customer) related to payments on the Apple Card.
  ******** conducted an investigation and confirmed no Bank error occurred.  On November 05, 2022, the Customer scheduled a payment in the amount of $2,283.06. On November 06, 2022, the Customer contacted the Bank, and admitted to selecting the wrong bank account when scheduling the payment, and requested for the payment to be cancelled. Since the ********* scheduled payment in the amount of $2,283.06 was already in progress, the Bank issued a refund in the amount of $2,283.06 to the ************** account on file. Subsequently, and per the ********* request, and a new payment in the amount of $884.06 was scheduled with an effective date of November 05, 2022.
  On November 08, 2022, the original payment in the amount of $2,283.06 was returned by the ********* financial institution due to insufficient funds. As a result, the Bank debited the ********* account in the amount of $2,283.06. Concurrently, on November 8, 2022, the ********* scheduled payment in the amount of $884.06 was returned by the ********* financial institution due to insufficient funds. Similarly, and in accordance with Bank policy, the Bank debited the ********* account in the amount of $884.06 to offset the returned payment. ******** confirms that the total account balance of $2,293.09 is accurate, which is shown on the latest statement from December 2022.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:11/28/2022

  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.

  On September 20 of 2022 two checks coming from ******************** bank were cashed by Goldman Sachs. One of them was sent to the wrong address and was canceled by the ******************** bank and the other one was free to be cleared. Somehow Goldman Sachs got a hold of both checks and cash it on September 20 of 2022. After the checks cleared, I called Goldman Sachs and asked if the positive balance left on the account after the payment could be used and I was advised that it could be used and I went ahead and used the balance. On October 10, 2022 my account had been deducted both checks, when I called, I was advised that something went wrong with the checks and that it had been sent back to the ******************** bank, to this day ******************** have not received the refund. I have been calling Goldman Sachs almost every day for the past two months and nothing is resolved I get told that its been sent back and then Im told that theyre not sending anything back because the checks had no funds but if the checks had no funds how could they have sent something back. ******************** representative. ****** called with me to Goldman Sachs asking for proof that a payment was issued as refund and a representative on October 27 of 2022. advised that there was an error on their part and that even though they said a refund was sent there was bo proof because nothing was sent and they were gonna issue a check immediately but nothing was sent. I have been going back-and-forth with them for two months. They are stealing my money, and I have a huge balance on the account collecting interest. It is a violation as they are trying to collect a debt they were already paid.

  Business Response

  Date: 12/13/2022

  ******* ***** **** *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 28, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to check payments made on the Apple ******************** conducted an investigation and confirmed no Bank error occurred. On September 14, 2022, the Customer contacted the Bank to request the status of a check sent through the mail. A Bank representative confirmed as of that day the check had not been received and was sent to the incorrect address for Apple Card payments. The Bank confirmed the Customer sent the check payments to the incorrect Goldman Sachs address in error instead of the applicable lockbox address utilized for Apple Card payments.
  On September 23, 2022, the Bank received the check payment in the amount of $1,837.00, and the payment was applied to the ********* account. On September 27, 2022, the Bank received a second check payment in the amount of $1,837.00, and the payment was applied to the ********* account.
  On October 10, 2022, both payments were returned unpaid by the ********* financial institution due to stop payments being placed on both checks, and a charge in the amount of $1,837.00 was placed on the ********* account for each returned payment. A refund is not due to the Customer by the Bank because the payments did not clear. The Customer should contact their financial institution directly for further assistance with the returned payments.
  To avoid potential delays or issues in the future, the Customer should send physical check payments by mail to ******* ***** **** ***, ************** Branch Lockbox **** *******************************************************. The Customer should also include the full card number on the check.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 12/15/2022

  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:

  [I was on the phone with the president, an owner of a ********* bank, *************************** *************)who also had their bank (MVB BANK who issued the checks)and viewed their entire account system and there is no such reversal on October 10 and they provided the cashed checks which were cashed on September 21 by Goldman Sachs they are attached on this thread. While one of the checks was voided by the bank because it was sent to the wrong address and I was told by Goldman Sachs representatives to just get it resent to the correct one but somehow they got both checks. One of them shouldve cleared and it did, and it was applied to my account as seen on the Statements I provided in the first message. MVB bank does not have any returned or reversed funds, and I would like proof of the returned checks or whatever was done on 10/10/2022 as I have requested this proof for two months now from Goldman Sachs and they dont provide it. Every time I call Goldman Sachs a claim is raised.And it goes on a cycle.I am told different things every time I call its absurd and frustrating on September 27 I was called by supervisor and thats on record as their calls are recorded I was told that they had made an error and that the check would be created and sent and then I called 10 days later because nobody had received anything and I was told that I shouldve gotten a call by another representative because they werent going to send another check. I need this resolved. My account is Getting interest in my credit is being affected by this..

  ****

  ]

   

   

   

   

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

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

  Business Response

  Date: 12/22/2022

  ******* ***** **** *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 28, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to check payments made on the *********************** conducted an investigation and confirmed no Bank error occurred. On September 14, 2022, the Customer contacted the Bank to request the status of a check sent through the mail. A Bank representative confirmed as of that day the check had not been received and was sent to the incorrect address for Apple Card payments. The Bank confirmed the Customer sent the check payments to the incorrect Goldman Sachs address in error instead of the applicable lockbox address utilized for Apple Card payments.
  On September 23, 2022, the Bank received the check payment in the amount of $1,837.00, and the payment was applied to the ********* account. On September 27, 2022, the Bank received a second check payment in the amount of $1,837.00, and the payment was applied to the ********* account.
  On October 10, 2022, both payments were returned unpaid by the ********* financial institution due to stop payments being placed on both checks, and a charge in the amount of $1,837.00 was placed on the ********* account for each returned payment. A refund is not due to the Customer by the Bank because the payments did not clear. The Customer should contact their financial institution directly for further assistance with the returned payments.
  To avoid potential delays or issues in the future, the Customer should send physical check payments by mail to ******* ***** **** ***, ************** Branch Lockbox **** *******************************************************. The Customer should also include the full card number on the check.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 12/27/2022

  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:11/28/2022

  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 downloaded an app on the Apple play store that gave a free trial period. Upon agreement, there was no charge to be made since it would be free. After confirming and checkout I noticed that a charge was immediately made to my Apple Card. I quickly reported the issue and saw that a few days later it was denied. I reached out to ask why it was denied since it was an unknown charge to me and I could not get an answer. I contacted the developer of the app and they confirm the issue was on their end and tried refunding me but later noticed that the payment was done through Apple and there was nothing that could be done on their end. They told me to try Apple again stating the issue for a refund. I contacted an Apple Card advisor to dispute the charge and I still have not received my refund. The charge to BLK-Dating for black singles on 10/7/22 was unknown to me and I did not agree with the charge of $32.65. How is it that my money should be taken and nothing can be done?

  Business Response

  Date: 12/12/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to ***** Card via the Better Business Bureau (BBB) Complaint Portal on November 28, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Customer) related to a transaction dispute with the merchant ***** Services in the amount of $32.65.
  ******** conducted an investigation and confirmed no Bank error occurred. On October 9, 2022, the merchant ***** Services posted a transaction in the amount of $32.65 to the Customers account. ******** has no record of the Customer contacting the Bank to dispute the transaction prior to November 28, 2022.
  Based on the Customers request, the Bank disputed the transaction in the amount of $32.65 from the merchant ***** Services on December 5, 2022. ******** applied a temporary credit to the Customers account while the dispute was investigated. Based on the investigation, the Bank ruled the dispute in favor of the Customer. The temporary credit was made permanent on December 5, 2022.******** sent the Customer an email detailing the dispute outcome. The Customer should contact the Bank directly to dispute future transactions, or if there are any questions. ******** is available by phone at ************** or by message from the Wallet app. ***** Card Specialists are available 24 hours a day, 7 days a week.
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:11/23/2022

  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 created the famous *** PERFORMANCE CARD featured in *************** and in over 100 newspapers, including: The ****************** ******* ******* ************* ****************Constitution, etc.I certainly want to be fair & do the right thing. [Are you interested in using the *** PERFORMANCE CARD in any way?]BBB Complaint Case# ******* (Ref#*************************)Email from Better Business Bureau: BBB Complaint Case# ******* (Ref#*************************)BB From:

  Business Response

  Date: 12/02/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 29, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to fees.

  The Bank conducted an investigation and confirmed no error occurred. The Bank is unable to locate the notification the Customer refers to stating, no payment is due for the payment due date of June 22, 2022 or the following cycles. The Bank successfully delivered Payment Due Reminders, Missed Payment Reminders, and Eligible for Bureau Reporting reminders to the email address on file for the Customer. Late fees are applied when the minimum payment is not made by the payment due date. The Customer carried a balance over multiple months with the last payment received on May 16, 2022 which would cause late fees to be applied each cycle. The Bank is unable to credit the late fees.

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

  Customer Answer

  Date: 12/03/2022

  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 INCORRECT!

   

  I did receive a message that NO PAYMENT WAS DUE!

   

  Please have Sachs check my previous payments to CapitalOne. [I NEVER MISSED A PAYMENT & WAS NEVER LATE.]

  I treat everyone the way I would want to be treated!

   

  See articles about me in hundreds of magazines and People Magazine.

   

  I always try to be fair with everyone!

   

   

   

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

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

  Business Response

  Date: 03/06/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on February 24, 2023. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to late payments.

  As provided in the Banks previous response, the Bank conducted an investigation and confirmed no error occurred. Per the Banks records, the last payment received to the account was on May 16, 2022. The Customer had a balance in the amount of $509.95, with a minimum amount of $29.00, due by the date of June 22, 2022. A payment was not received by the due date, resulting in late fees and interest.

  The Customer refers to receiving a notification stating no payment is due for the payment due date of June 22, 2022. The Bank is unable to locate any notifications referring to this information for this date or the following cycles. The Bank successfully delivered Payment Due Reminders, Missed Payment Reminders, and Eligible for Bureau Reporting reminders to the email address on file for the ************************ has attempted to contact the Customer on November 30, 2022, January 4, 2023, January 6, 2023, January 9, 2023, February 7, 2023,February 9, 2023, February 13, 2023, February 14, 2023, February 24, 2023, February 27, 2023, February 28, 2023, March 1, 2023, March 2, 2023, March 3, 2023, and March 6, 2023, but was unsuccessful. For further assistance, the Bank encourages the Customer to contact a ** Card specialist at **************.Specialists are available 24 hours a day, 7 days a week.

  Based on the above details, we kindly request this complaint to 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 have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Your investigation is false!  I DID RECEIVED THE STATED MESSAGE WHEN I attempted to make a payment. I will resume making payments when you remove all late charges.

  I created the famous JOB PERFORMANCE CARD. [ I PAY ALL OF MY JUSTIFIED BILLS.] I treat everyone the way I would want to be treated!

   

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

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

• Initial Complaint

  Date:11/22/2022

  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.

  When a purchase is made with Goldman Sachs' Apple Card, "daily cash" is earned and transferred to the card owner's Apple Cash account. In April of 2022 my Apple account was stolen and the thief maxed out my Goldman Sachs Apple Card with fraudulent purchases. I contacted Goldman Sachs and they reversed the fraudulent purchases but unknown to me, they did not reverse the daily cash transfers.I closed my Apple Card account with a $0 balance but five months later Goldman Sachs sent me a bill with the explanation that "If you return the purchase we charge your Apple Card account to reclaim the Daily Cash. This charge is called a Daily Cash Adjustment." They charged me $312.84 to reclaim daily cash they transferred to an account that was stolen from me that I no longer had access to.I contacted Goldman Sachs and they were able to confirm that I never redeemed the daily cash. I disputed these new charges but they quickly determined that no error occurred on their end. I paid this billed amount so my credit rating would not be impacted but I continued to call Goldman Sachs to attempt to explain the problem and get a refund for my payment. When I called in October, I tried another approach and requested all unredeemed daily cash after April be reversed and sent to me via check. They told me they submitted my request but when I called to check on that in November they were unable to give me a status on that request and only offered to open another dispute, this time for the payments I made. They quickly responded via email and said "we have investigated your request and are unable to refund your payment at this time."Goldman Sachs should reverse the un-redeemed daily cash they billed me for, and send me a check for that amount of $312.84. When they reverse a fraudulent charge they should reverse the daily cash transfer. They should train their customer support to understand this issue better, and apologize to me for wasting so many hours I spent trying to resolve this.

  Business Response

  Date: 12/06/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 22, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to Daily Cash Adjustments and payments on the Apple ******************** conducted an investigation and confirmed no Bank error occurred. The Customer contacted the Bank on April 15, 2022 to dispute unauthorized transactions. Temporary credits were applied to the account while the disputes were investigated. Based on the investigation, the Bank resolved the disputes in favor of the Customer and the temporary credits were made permanent. ******** sent the Customer emails detailing the dispute outcomes. As requested by the Customer, the Apple Card account was closed on April 15, 2022.
  As stated in the Apple Card Customer Agreement, if the Customer has an Apple Cash account that is active and in good standing, the Bank will automatically transfer Daily Cash earned to the Customers Apple Cash account. ******** confirmed the Customer earned Daily Cash on the disputed transactions and the Daily Cash was auto redeemed to the Customers Apple Pay Cash account.
  The Apple Card Customer Agreement details the handling of a credit on an account, including that the Bank will charge an account an amount up to the amount of any Daily Cash accrued for the transaction(s) related to the credit (a Daily Cash Adjustment). As a result of the permanent dispute credits, the Bank charged the account the amount of Daily Cash originally provided to the Customers Apple Cash account. ******** confirmed the account was appropriately assessed Daily Cash Adjustments. As a result, the Bank is unable to credit the Daily Cash Adjustments 
  Apple Cash accounts are currently provided by a third-party bank and are subject to separate terms and conditions. ******** is not responsible for, and will have no liability whatsoever arising from, the Customers use of Apple Cash or any other products or services offered by the third-party bank. If the Customer has concerns related to the Apple Cash balance, the Bank encourages the Customer to contact ************** directly.
  ******** confirmed the Customer made on a payment on October 14, 2022 in the amount of $304.48 and $8.36 on November 14, 2022. These payments satisfied the account balance and the Daily Cash Adjustments assessed. As of December 4, 2022, the account balance is $0.00 and the Customer is not owed a refund.
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:11/21/2022

  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 closed without any communication. When asked why my account was closed. I was transfer around have yet to reach any information.

  Business Response

  Date: 12/05/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 21, 2022. We appreciate the opportunity to address the concerns raised by ******************** (the Customer) related to a closed Apple Card account. 
  ******** conducted an investigation and confirmed there was a communication error. On November 17, 2022, the Customer made a payment in the amount of $1,551.84. 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 contacted the Bank on November 20, 2022, and inquired if the account was closed. ******** representative incorrectly advised the Customer that the account was closed. On November 22, 2022, The Customer contacted the Bank inquiring why the account was closed, and the Bank representative correctly informed the Customer that the account is still open. ******** confirms the Customers account is open and active. The funds from the Customers payment were made available on the account on November 22, 2022.
  ******** regrets any frustration the Customer may have experienced. 
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:11/16/2022

  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 have an Apple Card that I stopped the auto withdrawal in the month of October so that my bank would not pull the amount of one thousand eight hundred seventy dollars. Apple never took the payment of **** off of my balance but then later said they had, and added another payment of **** to my balance leading my balance to be over what it should be. They will not help resolve this issue instead they say they will send it in for a dispute before any of this was an issue and I contacted them my balance was something of $2,060, but yet now my balance after only making one transaction after this they are telling me is$ ***** something dollars. None of this adds up if you look at my statements. My credit card doesnt even go up that high. They are not helping me what so ever to resolve this.

  Business Response

  Date: 11/30/2022

  Goldman Sachs Bank *** received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 16, 2022. We appreciate the opportunity to address the issues raised by ***************** (the Customer) related to automatic payments and the balance on the *************************** conducted a review related to automatic payments and confirmed no bank error occurred. On March 10, 2021, the Customer set up automatic payments to pay the statement balance due on the due date each month. ******** confirmed it processed payments in accordance with the scheduled payment instructions the Customer set up. Accordingly, a payment in the amount $1,870.79 posted to the ********* account on October 31, 2022. ******** was unable to locate any record of the Customer requesting to cancel automatic payments prior to October 31, 2022. The Customer contacted the Bank on October 31, 2022 after the payment of $1,870.79 had processed and requested to cancel the payment. The bank was unable to cancel the payment.  As requested by the Customer, the Bank issued a payment refund to the ************** account ending **** as an ACH transfer in the amount of $1,870.79 on October 31, 2022, and this amount was debited to the ********* Apple Card account balance. In addition, on November 09, 2022, the ********* financial institution returned the original payment in the amount of $1,870.79 for insufficient funds. The refund and the return resulted in the larger balance.
  
  ******** conducted an investigation related to the billed amount of $1,870.79 on November 09, 2022 and confirmed no error occurred. On November 09, 2022, the ********* financial institution returned the payment in the amount of $1,870.79. As a result of the returned payment, the Bank debited an additional amount of $1,870.79 to the ********* account.  ******** was unable to locate any record of an additional payment or ACH draft in the amount $1,870.79 from the ************** account ending ****. ******** confirmed the balance is accurate. The Customer is liable for the balance on the Apple Card account.
  
  During our investigation, the Bank identified an inadvertent communication error occurred. As a result of the miscommunication, the Customer was informed the amount $1,870.79 that was billed to the account on November 09, 2022 was done in error.
  
  If the customer has concerns related to receiving the refund issued by ACH transfer in the amount of $1,870.79 on October 31, 2022, they should contact their financial institution directly.
  
  Based on the above details, we kindly request this complaint be closed.