Business Profile

Investment Security

The Goldman Sachs Group, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

1,071 total complaints in the last 3 years.
409 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/01/2022
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.
I fell victim to an internet scam. Someone asked me to buy them things using my credit card and then gave funds back to me via *** deposits. All the *** deposits came back as NSF or closed account or incorrect account. I was scammed. And disputed the transactions with you and you denied my dispute. All that money gone, that I have to pay back because I am one of the thousands who fell for this scam. He literally had me meet him in real life so I would trust him. And all the money he had me use was all promised back to me. All the deposits returned. But you guys didnt help at all. And made me repay these funds. Its not okay. Im a victim. I filed a police report and gave you guys the case number and all information and you denied.
Business Response
Date: 11/15/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 01, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Customer) related to transaction disputes with the merchants ************* Expedia and LOreal in the amounts of $1,506.20, $174.11 and $101.55
******** conducted an investigation and confirmed the transactions with the merchant ************ and Expedia in the amounts of $1,506.20 and $174.11 posted to the Customers account on February 06, 2022. The transaction with the merchant LOreal in the amount of $101.55 posted to the Customers account on February 10, 2022. The Transactions were initially disputed on April 19, 2022 and temporary credits were applied to the account while the disputes were investigated. On June 11, 2022, the dispute with the merchant ************ in the amount of $1,506.20 was ruled in favor of the merchant and the temporary credit was reversed from the account. ******** sent an email to the Customer detailing the dispute outcome. On June 11, 2022, the dispute was reopened and a temporary credit was applied to the account while the dispute was investigated. On August 22, 2022, the dispute with the merchant ************ in the amount of $1,506.20 was ruled in favor of the merchant and the temporary credit was reversed from the account. ******** sent an email to the Customer detailing the dispute outcome. On June 28, 2022, the dispute with the merchant Expedia in the amount of $174.11 was ruled in favor of the merchant and the temporary credit was reversed from the account. ******** sent an email to the Customer detailing the dispute outcome. Based on an investigation, the Bank ruled each dispute in favor of the merchants, because the Bank determined that the Customer participated and authorized the transactions. ******** conducted an investigation related to the dispute with the merchant LOreal in the amount of $101.55 and confirmed that due to an inadvertent error, the dispute was ruled in favor of the Customer. As a result, the temporary credit in the amount of $101.55 was made permanent on June 28, 2022. ******** sent an email to the Customer detailing the dispute outcome.
Based on the above details, we kindly request this complaint be closed.
Customer Answer
Date: 11/17/2022
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:

The complaint as advised is due to fraud. As I purchased things as advised from someone on the internet. They then gave me the funds-refunding me for the items and goods and hotel room I purchased them and alll the funds were returned due to closed accounts or nsfs or whatever. Regardless. I fell victim to a scam. A police report was filed as advised. Proof of the filing was sent to you. I do not accept your response. You have yet to rectify the following in any way. You see the transactions purchased as I was advised too from the business. They repayed these funds. You then credited the account these funds so I clearly thought this person was not lying AS YOU CREDITED THE ***** and GAVE ME THE CREDIT ***** TO USE. I continued purchasing for the business until alll the deposits were returned. I fell victim to a scam. You then helped them scam more funds from me by adjusting my available balance to reflect the funds payments the business provided. This should not be closed. This is not resolved. I was scammed out of funds and you helped them receive even more funds by crediting the account immediately.
Please resolve this request.
Best regards,

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

Sincerely,

***************************
Initial Complaint
Date:10/31/2022
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 promotional 0 interest balance was $3.400.63 and was due on October 27, 2022. I paid them in full electronically October 26, 2022. Gave them my correct routing and account number of my bank on their site. It was accepted and I looked on the 28th to see why the money was still in my account. GreenSky had me as paid with no balance. October 29th at 10:16pm I get an email saying that "No account or unable to locate account". So they didn't process the payment in time to purposely make me miss my promotional 0 interest deadline. Instead of $3,400 it now becomes $4,700. This is a bad business practice they're doing to the poor.
Business Response
Date: 11/08/2022
GreenSky spoke with the customer and explained that payments are processed upon receipt. We explained to the customer why the funds have not been deducted from his bank account. The customer stated that he would resubmit his payment. It is our goal to provide exceptional customer service.
Initial Complaint
Date:10/28/2022
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.
In December 2021 I applied and was approved for Apple Credit card issued through Goldman Sachs. In the days that followed I went through my iPhone to combine my card with my spouse. I followed all the steps and received confirmation on screen that this action was completed and the combined credit line was available in my Apple wallet as Apple credit card. Though my spouse has seen and been able to use the Apple Card in Apple Wallet I have never been able to add my combined credit line Apple Credit Card into my Apple Wallet. I have tried since December ********************************************************** to Goldman Sachs as they are the issuer of the credit card. Though Goldman Sachs has stated they have opened cases for me I have never received a resolution. I have never been able to use the Apple Credit Card because I have not received a physical card and it cannot be added to Apple Wallet. I receive a feature unavailable message. I have called, chatted, emailed, and sent letters to Goldman Sachs with no response. I call every month around the 15th and start a two or more hour process completing steps on my iPhone to get the card added and end up being told a new case has been opened and or I have to wait for previous case to close at Goldman Sachs. I have never been able to use my Apple Credit card issued, and only available through Apple Wallet, from Goldman Sachs.
Business Response
Date: 11/11/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 28, 2022 We appreciate the opportunity to address the concerns raised by ********************************* (the Customer) related to unable to add Apple Card to Wallet.

******** conducted an investigation and confirmed due to an inadvertent system error, the Customer has been unable to access the Apple Card on the Wallet app.******** contacted the Customer on March 03, 2021, September 13, 2022, and October 31, 2022, to perform troubleshooting, however the issues persisted. ******** is currently working to resolve the technology issue preventing the Customer from adding the Apple Card to the Wallet App. ******** will follow up with the Customer directly when the technology issue has been resolved. ******** regrets the frustrations this Customer has experienced.

******** 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, we kindly request this complaint be closed.
Customer Answer
Date: 11/15/2022
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 have received a couple calls from Goldman Sachs and talked with two people that stated they are Managers. However the issues still has not been corrected in that I cannot use my credit account issued over a year now. The solution stated by the second Manager who called on November 14th, 2022 was to close my joint credit card account and both of us re-apply. This is not asolution but rather a method to ignore my request and state to BBB that they have fixed the issue. I request that this case stay open until an appropriate acceptable resolution is found which would be to use credit card in apple wallet.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 11/22/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 17, 2022 We appreciate the opportunity to address the concerns raised by ********************************* (the Customer) related to unable to add Apple Card to *************************** conducted an investigation and confirmed an inadvertent technical error occurred resulting in the Customer being unable to access the Apple Card in the Wallet app after combining the account with a Co-Owner. On November 15,2022, the Bank assisted the Customer with closing the impacted account and opening a new account to resolve the technical error. ******** confirmed the accounts have successfully been combined and the account has been provided the same Annual Percentage Rate and Credit Limit as the original. ******** also changed the hard inquiry to a soft inquiry. As a courtesy, the Bank applied a credit of $250.00 to the account. ******** regrets any frustration this Customer has experienced. A Bank representative contacted the Customer on November 21, 2022 and confirmed the technical error has been resolved.

******** 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, we kindly request this complaint be closed.
Customer Answer
Date: 11/23/2022
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.
Although the hard inquiry on our credit reports are still showing I accept this response as all other actions stated by Goldman Sachs has been completed.

Sincerely,

****** *********
Initial Complaint
Date:10/27/2022
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.
9/12/22 we got an estimate from ****************** to hook us up to city water and whole house replum for approximately 18.000.00 they hooked us up with green sky to finance our project it took booth myself and my husband to get approved.****************** said it would take a full week to do job we were to get other extras also we gave ok to start job .green sky texted both myself and my husband to get approval for a draw on loan for3.722.57 on 9/12 both myself and my husband texted our concent for draw 3 days later job is completed and they want paid I told them as soon as I got a itemized bill were money and saved I would pay we still have not received a proper bill! They owe us thousands of dollars for work not done .then they got green sky to ask for full payment from myself and my husband I texted no my husband was in ******** and did not know they had not presented a bill yet so he said yes to payment green sky texted me back that they paired without my approval!!! They should pay me back the 3.500.00 that I believe I was ripped off of and I pit took 2weeks of calling and threading to call you to get ****************** to get back to us then he sent a ****** check no way is he getting by with this sham and we still have not received a bill
Business Response
Date: 11/08/2022
We apologize for any inconvenience the customer may have experienced. ********************** spoke with the customer and advised her that we contacted her merchant regarding her request for an itemized bill. The merchant stated that they spoke with the customer and advised her that they quote prices according to the job, so the amount agreed upon was specifically for the work quoted. The merchant also stated that they do not provide a line-by-line breakdown for the cost of the goods and services provided. We continue to strive for excellent customer service.
Initial Complaint
Date:10/27/2022
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.
This claim is regarding my Apple Card account. Ive had this card since it first launched and never had any issues with it. On Oct 24,2022, I received an email notice that my account had suddenly been closed. No reason was given other than to contact their support or wait for whenever the letter arrives. I contacted their support and they dont have access to the reason. Their solution is for me to reapply again. Why would I reapply if my account was closed and they cant even give me the reason why? I believe this is an error. I made multiple extra payments over the past 2 months, credit score hasnt changed in more than a year, and balance hasnt been over the credit limit. I was told by support to wait for an email that might get sent to me between now and 30 days from now. Apparently this email will include steps on how to reopen my account. Why wouldnt you just give notice to the customer PRIOR instead of closing the account and provide steps to reopen after?
Business Response
Date: 11/10/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 10, 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 no error has occurred. The Customers concern references the closure of their Apple Card account. As part of the Banks review process, the Bank identified red flags related to the Customers account. Based on an investigation, and in accordance with the Apple Card Customer Agreement, the Bank closed the account and sent the Customer an email informing of the account closure on October 24, 2022. The Bank is unable to provide additional information related to the investigation.
******** sent the Customer correspondence with the reason for the account closure on November 8, 2022.
Based on the above details, we kindly request this complaint be closed.
Customer Answer
Date: 11/21/2022
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]
Strange how the reason is due to an internal investigation and that I was sent the notice in the mail. Well the notice I received states that I apparently requested the account to be closed. I did not request it to be closed and it looks like that yes an error occurred.

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

Sincerely,

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

Business Response
Date: 12/08/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 30, 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 an inadvertent processing error occurred. The Customers concern references a notice the Customer received advising the Apple Card account was closed at the Customers request. The Customer was sent an incorrect letter, and the Bank sent the Customer correspondence with the correct reason for the account closure on November 8, 2022.
As provided in the Banks previous response, the Bank identified red flags related to the Customers account. Based on an investigation, and in accordance with the Apple Card Customer Agreement, the Bank closed the account and sent the Customer an email informing the account closure on October 24, 2022. ******** is unable to provide additional information related to the investigation.
Based on the above details, we kindly request this complaint be closed.
Customer Answer
Date: 12/16/2022
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 still have not received the supposed updated correspondence that was apparently sent to me to correct the initial correspondence I received that stated that the account was closed due to my request. So without that correspondence, it means that Goldman Sachs closed my account incorrectly.

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

Sincerely,

*********************
Initial Complaint
Date:10/27/2022
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.
In accordance with the Fair Credit Reporting act, this items in the letter I attached has violated my rights.I am *****************************, I am sending this letter on my behalf. i'm depressed &suicidal after dealing with unauthorized use of my personal info. Consequently, my credit record contains unauthorized item. They have not responded to the letters since I sent themover ************************************************************************************************************* dispute. This items violates the **** &FDCPA law and must be removed immediately because those are serious violations and i could be compensated for them. I'm seeking litigation. This is unacceptable!
Business Response
Date: 11/10/2022
****** by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau (BBB) Complaint Portal on October 27, 2022. We appreciate the opportunity to address the issues raised by ****************************************** (the Customer) and the ********************.
First and foremost, the Bank acknowledges and is sympathetic to the Customers current mental health state and encourages the Customer to seek out professional resources.
In response to the complaint, the Bank conducted an investigation into the Customers complaint based on our own records, as well as information provided by the Customer. According to our records and investigation, the Bank successfully verified the Customers personal and account information in accordance with our procedures during the Loans application and origination. The address provided by the Customer with this complaint is consistent with the address provided on the account. The Bank disbursed the Loan funds to an account verified as being owned by the Customer at the time of disbursement. Additionally, the Customer made eight (8) payments from an external account verified as owned by the Customer.
Based on the evidence reviewed at this time, the Bank determined that the Customer remains responsible for the loan. The Customers loan is currently in a charged-off status, and the Customer remains responsible for the outstanding balance of $4,082.36. Furthermore, the Bank confirmed it is accurately reporting the Customers liability for the loan to Consumer ******************************* has referred the account to Radius Global Solutions LLC. The Customer may direct future communications to Radius Global Solutions LLC, who may be able to provide repayment assistance. The Customer may contact Radius Global Solutions LLC at **************.
Based on the above details, the Bank kindly request this complaint to be closed
Initial Complaint
Date:10/24/2022
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.
filled application for Apple Credit card, accepted, company refuses to send physical card without an iPhone or iPad. Company claims it is to verify my information and address, yet they have my address and other personal information to the point they sent an email offering disaster relief due to hurricane that hit **.I want a physical card in my hand by end of month.
Business Response
Date: 11/07/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 24, 2022. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to not having access to a Titanium Apple ******************** conducted an investigation and confirmed no error occurred. The Customer opened an Apple Card and consented to the Apple Card Customer Agreement on September 17, 2022. Customers are able to apply online without an eligible device. To access and use all the features of Apple Card, Customers must add their Apple Card to Wallet on an iPhone or iPad with the latest version of iOS or iPadOS. This will also allow the Customer to manage their Apple Card on their device, request a Titanium Apple Card, and make purchases anywhere Mastercard is accepted. Otherwise, the Customer will only be able to use their Apple Line of Credit for certain eligible purchases online and in-store at Apple. The Customer is able to manage their account information online at **************. Additional details related to Apple Card eligibility requirements can be found in the Apple Card Customer Agreement.
Based on the above details, we kindly request this complaint be closed.
Customer Answer
Date: 11/10/2022
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]

A physical card is to be delivered to my place of residence. A virtual card is not a credit card.

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

Sincerely,

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

Business Response
Date: 12/02/2022

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 ordering a Titanium Apple Card.
As provided in the previous response, the Bank conducted a review and confirmed no error occurred. The Banks records indicate the Customer opened an Apple Card and consented to Apple Card Customer Agreement on September 17, 2022 from Apple.com. During the application process, the customer was advised that to access and use all the features of Apple Card, the card must be added to the Wallet on an iPhone or iPad with the latest version of iOS or iPadOS. This allows the Customer to manage the Apple Card from the device, request a Titanium Apple Card, and make purchases anywhere Mastercard is accepted. Otherwise, the account can only be utilized as a Line of Credit for eligible purchases online and in-store at Apple. Additional details related to the Apple Card eligibility requirements can be found in the Apple Card Customer Agreement. Titanium Apple Cards can only be ordered and activated from within the Wallet. The Bank is unable to order a Physical Titanium Card on the Customers behalf. The Customer can manage the account online at **************.
Based on the above details, we kindly request this complaint be closed.
Customer Answer
Date: 03/09/2023
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]
A direct quote from bank: "The Customer can manage the account online at **************" I am unable to log in and active the card. This a physical card, or for the bank to work with me to active the card is mandated.

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

Sincerely,

*****************************
Initial Complaint
Date:10/24/2022
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.
On 10/22/2022, I attempted to use my Apple Card to pay for a $36.00 charge. I received an "over spend limit" message and the card was declined. I checked my credit usage; I had a balance of $5,215.66 with a $10,000 credit limit. I had already paid $5,039.60 on 10/17, which cleared my bank on 10/18. When I tried to reach Goldman Sachs, which handles Apple Card, I was put on hold. I tried using the chat function. I was on the chat function for nearly two hours. The third person who "assisted" me texted that I cannot use my card until 10/31 when "the payment will be released." She said that she "attempted to release the payment" but was "unable to release the payment on my end." They have $5,039.60 of my money but won't apply it to my account until 10/31. Until then I can't use my card. My daughter in college, who is a participant in this card, cannot use the card. All scheduled transactions on this card, including medical bill payments, will be denied until 10/31. I have always paid my credit card bills on time. I have a credit rating of 800+.
Business Response
Date: 11/07/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 24, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Customer) related to available credit on the Apple ****************** conducted an investigation and confirmed that due to a technical error, the Customers available credit from their payment was incorrectly scheduled to be released on October 31, 2022. On October 17, 2022, the Customer made a payment in the amount of $5,039.60. The available credit for the payment was incorrectly scheduled to be released on October 31, 2022. The issue has been resolved, and the available credit was released on October 24, 2022. The Bank regrets any frustration the Customer may have experienced.
Based on the above details, we kindly request this complaint be closed.
Customer Answer
Date: 11/09/2022
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.

***************************************************
Initial Complaint
Date:10/21/2022
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.
On 8/16/22 my Apple Credit Card was fraudulently used by ********************** which I have never heard of or ever shopped there before. They charged my card $68.49. I got in touch with Apple to have this charged disputed. I just got an email from them saying the case was resolved not in my favor and that I will be charged for something I never bought. I would like your help to remedy this situation please. Its not right that they are blaming me for this charge.
Business Response
Date: 11/03/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 21, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to an unauthorized transaction in the amount of $68.49 with the merchant **********************.

******** conducted a review related to the dispute resolution and confirmed no error occurred. The Customer contacted the Bank on August 16, ***************************************************************** the amount of $68.49 with the merchant **********************. A temporary credit was issued in the amount $68.49 on August 17, 2022 while the dispute was investigated. ******** confirmed the merchant issued a refund credit in the amount $68.49 on August 19, 2022. Based on the Banks investigation, the dispute was ruled in the Merchants favor. The Customer was sent an email communication explaining the dispute outcome on August 19, 2022, and the Bank rebilled the temporary credit.

The Customer contacted the Bank on August 20, 2022 and re-opened the dispute.******** issued a temporary credit in the amount of $68.49 while the dispute was investigated. Based on the Banks investigation and confirmation that the Merchant provided a credit that posted on August 24, 2022, the dispute was once again ruled in the Merchants favor. The Customer was sent an email communication explaining the dispute outcome on October 21, 2022 and the Bank rebilled the temporary credit.
During our investigation, the Bank confirmed an inadvertent communication error occurred on August 19, 2022. As a result, the Customer was informed the Merchant had provided a credit while it was still in a pending status. ******** confirmed the refund credit posted to the Customers account on August 24, 2022 and has been applied to the Customers balance. ******** confirmed the dispute outcomes were not impacted.

******** is unable to locate an additional charge on the Customers account in the amount $68.49 and confirmed the Customer has been made whole. ******** confirmed the account balance is accurate. If the Customer has further questions related to the balance, they are welcome to contact the Bank.

Based on the above details, we kindly request this complaint be closed.
Customer Answer
Date: 11/04/2022
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:10/21/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello. So in June, i placed an order on this website called farfetch. The transaction is $411.23 on 06/08. Which i fully regret because i shouldve read the reviews on it before ordering. Well, my package never got delivered to me. Supposedly it got delivered to someone because there was a signature on it but NOT mine! I am a loyal customer of apple so I disputed the charge, showed ********* of not receiving merchant, proof of merchant not cooperating or responding after my complaints with them and ****** and apple still reversed the charges 2 times. I dont know what else to do about this. I love apple and I am so disappointed they are not favoring on their clients side. Of course they side with the merchant because they respond. But when i told the merchant it wasnt my signature they stopped replying. ***** said they couldnt so anything and to reach out ti merchant. Merchant is useless so i dispute with apple. I just dont want the charged to be reversed again. I am begging at this point because i will be at loss for $400.
Business Response
Date: 11/03/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 21, 2022. We appreciate the opportunity to address the concerns raised by ******************* (the Customer) related to a transaction dispute in the amount of $411.23 with the merchant Farfetch posted on June 09, 2022.

******** performed an investigation and confirmed no error occurred. The Customer contacted the Bank and initiated a dispute for the transaction posted on June 09, 2022. A temporary credit in the amount of $411.23 was applied to the account. Based on the Banks investigation and evidence available, the Bank resolved the dispute in favor of the Merchant. The temporary credit was reversed from the Customers account on August 24, 2022, and the Bank sent the Customer an email detailing the dispute outcome.

******** confirmed the dispute was re-opened on October 11, 2022 for the $411.23 posted June 09, 2022, and 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 November 02, 2022, and the Bank sent the Customer an email detailing the dispute outcome.

Based on the above details, we kindly request this complaint be closed.
Customer Answer
Date: 11/07/2022
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,

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

Proof of delivery? Where is the proof of delivery? The signature is NOT mine. Someone else recieved my package and its not fair that you guys are siding with the mercHant just cause they showed one piece of evidence when I showed many. The package was not signed by me at all. Its a different name on there thats not mine. I showed so much proof of me communicating with the merchant.

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