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 & Co

  11605 Haynes Bridge Rd Alpharetta, GA 30004

• 

  Goldman Sachs & Co

  34414 Peachtree Road North East Atlanta, GA 30326

• 

  Goldman Sachs

  555 California St. San Francisco, CA 94104

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:06/14/2022

  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 purchased an I phone Jan 2021 first time with an iPhone switching from android! I am not a techy person this is new for me my grandson is the one trying to teach me to better understand the phone ! The Reason for complaint I have a negative **** on my report in regards to a late payment that I was not aware of I had my bank information in The wallet I thought I was paying with my Bank card. I found out that I was paying with an Apple Card and then to find out that I had more than one Apple card so with that being said I had received a text about owing money so I paid it left the balance 0 After I paid it I started calling them trying to get information on where did the charges come from never received a response I have text in my phone to prove it But I paid it and left it on zero Then I received another text Stating that I owe more money so now I start reaching out again aggressively on the phone and I found out I can text them so I did that when I did that I found out I had two Apple cards one black one one white one the young lady on the phone explains everything to me and had me upload the screenshot of the card that was left on zero She also explained to me That my bank card is there as well she explains a lot that day she told me there was a balance of $50 we went through the balance and now I was understanding what was going on and why I owed that money so I immediately paid it instantly and Ive been disputing this for months every day trying to find out why did they report to the credit bureau so I was told by one rep to give it some time and let them see that you pay everything on time and that you have an impeccable pymnt history I said OK that would be great because I do even on my credit report if they were to pull my actual report they can see that everything is paid on time nothing is ever late Since then I do not know how many times I have called And asked for a courtesy removal it has been denied ! Not everyone is tech savvy (courtesy)

  Business Response

  Date: 06/28/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 14, 2022. We appreciate the opportunity to address the concerns raised by ********************************* (the Customer) related to past due reporting for the ****************************** conducted an investigation and believes it has reported accurately. The December 2020 statement shows the minimum amount due by January 31, 2021,was $8.99. No payments were made in January 2021. The January 2021 statement shows the minimum amount due by February 28, 2021, was $33.99. No payments were made in February 2021. A payment was made on March 16, 2021, in the amount of $50.16, which satisfied the monthly balance and minimum due on the February 2021 statement.

  
  As a courtesy, the Bank will backdate the payment to February 28, 2021. As a courtesy, the Bank will also update the Customers past due reporting to show current. The Customer should allow up to 30 days for the change to reflect on the reporting. 

• Initial Complaint

  Date:06/14/2022

  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.

  I have an Apple Card I use it for most of my daily purchases, however getting in touch with the actual bank seems impossible. I was in ****************** from 5/6-5/16, I carry a different phone with me. My daughter was using my phone and made over $1,000 in purchases from a game in the App Store. I contacted the game and they said they would refund me but it was up to Apple, I disputed them through Apple and it was denied, appealed and denied again. If the developer agrees with my refund who is Apple to decide my 8 year old has charging privileges, I buy her credits to this maybe 1-2 a month $30-60 but $1,500 in 10 days should have been a red flag! When I go to dispute them through the Apple Card it brings me to Apple chat, tells me to dispute through the App Store, I request a Goldman Sachs representative and they ask if they can help I say yes and tell them the problem and they never respond. It's been almost a month of this, I've tried to find a direct Goldman Sachs email but this seems to be my only option. I was in another country, having surgery sent in proof to Apple and they still denied my claims. My 8 year old did not have permission to use my credit card. You can see these were the only charges for the entire 10 days I was away, Apple themselves should be responsible as her face is able to activate my face recognition at 8 years old! It seems easy to dispute any item as long as it's not directly from Apple, seeing as the representatives are Apple they are biased in their decision of who and what to respond to. One person said she was going to help, than another person came on and totally ignored me, the next time they said they couldn't connect me to anyone. As a banking institution it seems to be very risky allowing both things to intertwine. There should be an easier way to contact GS directly not through Apple. I have several branded cards but the Banks run independently and never had these problems before.

  Business Response

  Date: 06/28/2022

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on June 14, 2022. We appreciate the opportunity to address the concerns raised by ****** ******* (the “Customer”) related to transaction disputes with the merchant Apple.
  The Bank conducted an investigation and confirmed transaction disputes were opened on June 20, 2022, and June 23, 2022, with the merchant Apple in the amounts of $22.19, $9.99, $63.55, $105.99, $105.99, $105.99, $105.99, $105.99, $105.99, $10.59, $105.99, $105.99, $105.99, $28.61, $28.61, $105.99, $8.47, $105.99, and $105.99. The Bank applied temporary credits to the Customer’s account while the disputes are investigated.
  On June 20, 2022, the Bank ruled two disputes with the merchant Apple in the amounts of $22.19, and $9.99 in favor of the Customer. The Bank made the temporary credits permanent. The Bank sent the Customer an email detailing the dispute outcomes. On June 20, 2022, the merchant Apple applied two return credits in the amounts of $8.47, and $10.59 to the account. Based on the merchant credits, the Bank ruled the associated disputes in favor of the merchant and reversed the temporary credits applied to the account while the disputes were investigated. The Bank sent the Customer an email detailing the dispute outcomes.
  The remaining disputes with the merchant Apple remain under investigation and the Bank expects completion within two billing cycles after date of receipt, and no later than 90 days from date of receipt. During the investigation, the Customer does not incur interest for and is not responsible for repayment. The Bank will send the Customer an email with the dispute outcomes once the disputes are resolved.
  The Customer should be advised that the Apple Card Customer Agreement states if the Customer authorizes or allows anyone else to use the Customer’s Account (e.g., by providing the Customers Physical Card or the passcode to the Customers Eligible Device, allowing a third party to set up Face ID or add their fingerprint to use Touch ID, authorizing a Participant to use the Customer’s Account, or otherwise providing any of the Customers Credentials to a third party), the person may be able to make Transactions using the Customer’s Account, and the customer will be liable for all Transactions made on the Customer’s Account by that person.
  The Bank only has record of the Customer contacting the Bank on May 27, 2022. Any other contact referenced in the complaint was not with Goldman Sachs Bank USA. The Customer should contact Apple directly with any additional questions or feedback related to the experience with Apple referenced in the complaint. The Bank conducted a review of the interaction with Customer on May 27, 2022 and confirmed the Bank representative did not take action to assist the Customer with disputing the transactions as requested. The Bank regrets the frustrations experienced by the Customer.
  Customers have the option to contact an Apple Card Specialist via chat using the Wallet App and/or via phone by calling ###-###-####. The Customer should contact the Bank directly with any further questions.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 06/29/2022

  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.

   

  just so the bank knows I did not approve my daughter to use my phone nor give her my passcode she somehow or the phone somehow bypassed the facial recognition recognizing her as myself which is an Apple issue. She's 8 and I am 42 she may look like me but not to the extent a biometric data recognizes her as myself. I never shared nor authorized anyone to use my Apple Pay, however I appreciate them actually opening the disputes when their chat did not do so. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/14/2022

  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.

  Company charges an outrageous interest rate! I submit payments early , pay more on interest yet they dont process payment until due date. Spoke with one of the office staff today to question why a 5-6 day lag before processing a phone payment, she alluded to perhaps it was a problem with my bank . I advised her its strange since all my other creditors process payments as they are made! Wondering is it legal despite being a very poor business practice?

  Business Response

  Date: 06/28/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 14,2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to the variable Annual Percentage Rate (APR),interest and payments for their Apple Card account.

  
  ******** conducted an investigation and confirmed no bank error occurred. Interest is charged when Customers do not pay their full statement balance on or before the due date. ******** confirmed that as of June 22, 2022, the Customers total interest charged on the Apple Card in 2022 is $0.00.  ******** lowered the Customers variable APR as of June 1, 2022 to 11.74.  

  
  When payments are made, the Bank credits the payment on the scheduled payment date but there may be additional processing time for the payment to clear. ******** conducted a review of interactions and was unable to locate any record of the Customer contacting the Bank to inquire about payments.

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

• Initial Complaint

  Date:06/13/2022

  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 filed a dispute with Goldman Sachs on a transaction on my Apple Card from May of 2021. The dispute was not resolved in my favor, which I expected. Once I received the dispute result, I forgot it and moved on. I received a letter from Goldman Sachs by email explaining that they found some disputes to have been investigated and resolved incorrectly, inviting me to re-open the dispute. I did so, without much confidence that it would be in my favor. The balance had long been paid off. Upon re-opening the dispute, they added a remark to my credit file that says Dispute resolved; customer disagrees. Ive learned that this remark does not affect my credit score, but affects my perceived credit worthiness by creditors. Attempting to resolve this with Goldman directly, their representatives are unable to even see a remark has been added to my file; but they initiated a credit file dispute on my behalf, which was not with the CBs, but within GS/Apple Card. It came back that my account was remarked correctly. WHY would re-opening a dispute that they told me had been done INCORRECTLY result in this comment being added to my credit report?? This makes no sense.

  Business Response

  Date: 06/27/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 13, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to credit reporting for the Apple ****************** conducted an investigation and confirmed that no Bank error occurred.On May 21, 2021, the Customer authorized a transaction with the merchant United *** Lines in the amount of $2,743.65. On May 27, 2021, the Customer contacted the Bank to initiate a dispute, and a temporary credit was applied to the account. On July 16, 2021, the dispute was resolved in favor of the merchant,and the temporary credit was rebilled.
  On February 9, 2022, the Bank sent an email to the Customer inviting the Customer to get in contact with the Bank if they would like the previously resolved dispute to be re-evaluated. On February 9, 2022, the Customer contacted the Bank to have the dispute re-evaluated. A new dispute was created,and a temporary credit was issued. On April 14, 2022, the dispute was resolved in favor of the merchant, and the temporary credit was rebilled. Upon reporting the updated balance to the ************************** and per the Banks procedure, the Bank included a remark indicating that the dispute has been resolved. Upon reporting the updated balance to the **************************and per the Banks procedure, the Bank included a remark indicating that the dispute has been resolved and the customer disagrees, given they had reasserted the dispute. If the consumer agrees with the outcome of the dispute investigation, they can notify us, at which point we will modify the code to indicate that the Account previously in dispute; the data furnisher has completed its investigation.
  Based on the above details, we kindly request this complaint be closed. 

  Customer Answer

  Date: 06/28/2022

  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:

  What Goldman Sachs is FAILING to recognize, is that the email they sent me, inviting me to re-dispute the transaction, said specifically that they found certain investigations to have been resolved INCORRECTLY. I did not re-open the dispute to go on a frivolous pursuit of funds from the merchant, but only re-opened it because Goldman Sachs informed me they may have completed it inaccurately. Please see attached print of email, specifically the underlined section. I never disagreed with the outcome in the merchant's favor, either on the first dispute or the second. The comment must be removed from my credit file ASAP.

   

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

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

  Business Response

  Date: 07/08/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 29, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to credit reporting for the Apple ******************** conducted an investigation and confirmed that no Bank error occurred. On May 21, 2021, the Customer authorized a transaction with the merchant United *** Lines in the amount of $2,743.65. On May 27, 2021, the Customer contacted the Bank to initiate a dispute, and a temporary credit was applied to the account. On July 16, 2021, the dispute was resolved in favor of the merchant, and the temporary credit was rebilled.
  On February 9, 2022, the Bank sent an email to the Customer inviting the Customer to get in contact with the Bank if they would like the previously resolved dispute to be re-evaluated because the Bank found some Customers disputes were resolved in the merchants favor in error. This communication does not indicate that the Customers dispute specifically was resolved incorrectly. On February 9, 2022, the Customer contacted the Bank to have the dispute reopened. A temporary credit was issued to the account while the dispute was re-evaluated. On April 14, 2022, the dispute was resolved in favor of the merchant due to the merchant being willing to resolve any issues the Customer had, and the temporary credit was rebilled. Upon reporting the updated balance to the ************************** and per the Banks procedure, the Bank included a remark indicating that the dispute has been resolved. 
  As a courtesy, the Bank has updated the ************************* to remove the remark indicating that the dispute has been resolved on June 9, 2022. The change should be reflected on the credit report within 30 days. The Customer should contact the Bank directly with any additional questions. 
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:06/13/2022

  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.

  Have spent over 4 hrs on the phone with Goldman Sachs representatives and Apple Card Specialist and have zero resolution. Not the resulted I expected from this brand.

  Business Response

  Date: 06/27/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 13, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to declined applications for *********************** is actively researching the Customers concerns. The Bank is unable to provide the Customer with an update at this time. For security purposes, the Bank only allows Customers to apply a certain amount of times within a 30-day time period. The Customer is welcome to reapply again 30 days from the last attempted application. The Customer can contact the Bank directly with any questions.
  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:06/10/2022

  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 have an Apple Card with Goldman Sachs. I have an installment loan for an Apple Watch that is charged to my card every month. They have withdrawn $89 dollars from my account, but not as a charge, just removing it from my balance and they have not applied it to my installment loan. Therefore stealing $89 from my account. Now they have changed the amount that I have paid. So instead of my loan page showing that I paid $234 dollars towards my loan, which it has shown for months, from 2/22-5-22. It now, as of June 1, 2022 says Ive only paid $179. Bringing the total amount of money they have stolen from me to $120. They also extended the terms of my loan by three months for no reason. My final payment was scheduled for 5/23 and now the system has it scheduled for 8/23. So if I do not hear from anyone, Goldman Sachs will steal a total of $180 from me over the course of my loan. I have called day after day for months on end beginning on March 1, 2022. I have worked with at least 10 different supervisors, 15 different reps and NO ONE HELPS ME!!!!! I have filed disputes, complaints and NOTHING!!!! Every person who I speak with I have to start from square one there is no consistency of help and I have wasted over 20 hours on the phone with no result. I need someone to contact me who is above the position of supervisor and can resolve this issue ASAP!! It has been almost 4 months of me calling almost daily with NO HELP!!! Every month Goldman Sachs steals more money from me and it is unacceptable!! I am not comfortable sharing documents or credit card related information on this platform but I will email what I have when I am assigned an advocate to resolve this issue.

  Business Response

  Date: 06/24/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 10,2022. We appreciate the opportunity to address the concerns raised by ********************************* (the Customer) related to payments made for Apple Card Monthly Installments.
  ******** conducted an investigation and confirmed that on February 28, 2022,the Customer had a previous monthly balance of $269.19. On March 12, 2022, the merchant ScoobyAU posted a return credit of $247.80. Additionally, the Customer was charged a Daily Cash Adjustment in the amount of $4.96. On March 22, 2022,the Customer disputed a transaction with the merchant Good Night Macaroon in the amount of $170.80. ******** applied a temporary credit while the dispute was investigated. The Customer also had an additional transaction posted on the account in the amount of $41.48 on March 26, 2022.
  ******** has no record of the Customer making a payment in the amount of March 2022, April 2022, and May 2022. As a result, the Customer had a positive revolving balance of $102.97 on the account. This positive balance applied to the Customers Installment payments 3 times in the amount of $19.95, for a total of $59.85. Between March 2022 and April 2022, this brought the Customers total Apple Card Monthly Installment down from $279.50 to $239.60.
  On May 10, 2022, the Bank ruled the transaction dispute with the merchant Good Night Macaroon in the amount of $170.80 in favor of the merchant. The temporary credit that was applied to the Customers account was reversed. ******** sent the Customer an email detailing the dispute outcome. As a result, the Bank rebilled the Customer for the 3 months of installment payments that had been originally covered due to the temporary credit. This moved the Customer final payment date from May 31, 2023 to August 31, 2023. 
  ******** attempted to contact the Customer on May 20, 2022, May 24, 2022, and June 4, 2022, to address the Customers concerns, but was unable to reach the Customer. ******** 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 to be closed.

  Customer Answer

  Date: 06/30/2022

  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]

  Unfortunately the information provided is not the complete picture and the situation is NOT resolved.  To the point that Apple has assigned me an Executive Relations liaison to advocate on my behalf as Goldman Sachs is not connecting the dots.  The disputed transaction was what caused my account to have a credit on it which created this mess in the first place.  Also of note, I called and asked Goldman Sachs to remove the dispute as the merchant was unable to locate the merchandise from my order and issued a refund to me via Paypal.  Since the issue had been solved with the merchant I called and removed the dispute.  It was NOT closed in favor of the merchant.

  The issue at hand is that Goldman Sachs has removed money from my account that was never applied to my Apple Installment payment.  There was ***** withdrawn on March 1st, ***** withdrawn on March 4th, ***** withdrawn on April 1st and ***** withdrawn on May 1st.  Therefore a total of ***** was withdrawn from my account... NOT as a charge, but as my available balance just changing overnight without me placing any transactions.  So the credit that I had on my account was being diminished month after month without it being applied to my installment loan.  Then when the dispute was reversed the full ****** was taken back from my account (which was correct) but I was never refunded for the **** that was removed from my balance over the course of the disputed credit being on my account.  If what they are stating is correct than when the dispute was reversed they should have only pulled $91 back from my account as they has already removed **** from my account as "monthly installment" on the top of my statement.  Therefore there was **** removed from my account that was simply stolen from me.  A Goldman Sachs sales representative witnessed one of the $***** balance changes happening WHILE I was on the phone with her.  We were on the phone discussing why my balance was changing without me using my card or charging any transactions and she WITNESSED my account balance changing for no reason. It never went towards my apple monthly installment nor was it refunded to me after the disputed transaction was reversed.  My installments are working as normal again now that I no longer have a credit on my account therefore the installment payment that was charged on May 31st was applied correctly to my apple watch installment.
  

  The second issue at hand appears to be a glitch in the system.  Prior to the issues beginning with my installment payments and up until May 26th, 2022 my installment payment page said that the ***** PAID on my installment loan was $239.40 and the total remaining was $239.60.  The apple watch installment page remained at that amount for months in spite of the money being removed from my account... which if tallied correctly would mean that by the May 1st deduction of ***** from my account the total paid toward my installment should have been $319.20 at that time.  Then suddenly, overnight the page changed, on May 26th it read what I stated above, $239.40 paid and $239.60 remaining, when I woke up on May 27th the Apple installment page stated that the ***** PAID was now: $179.55 and the ***** REMAINING was now: $299.45.  So NOW an additional $50 was stolen from me... just overnight for no reason.  Bringing the total amount that Goldman Sachs has taken from me, be it by removing it from my account balance or just changing the stated amount that I've paid on the monthly installment page to approximately $129 stolen.  And to add insult to injury they tacked another 3 months of payments on to the end of my loan so that will be an additional $59.85 I will be overpaying for this Apple Watch bringing my grand total to overpaying the loan amount by $188.85.

  This situation is far from resolved and banks do not get to just remove money from their customers accounts and say that everything is okay.  Please work with my Apple Executive relations liaison to  bring this to a resolution.

  I also have not received a single voice message or email message from Goldman Sachs regarding this complaint. 
  

   

   

   

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

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

  Customer Answer

  Date: 07/26/2022

  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]

   

  The bank CONTINUES to ignore the issue and problems at hand. I have yet to be assigned an advocate to work with in spite of the CLEAR discrepancies that even Apple acknowledges. As I have mentioned multiple times, Apple has assigned me an executive relations specialist due to the clear errors and the bank taking my money. I have yet to have a specific person assigned to my account from ****** Sachs. If you look at the attachments I have provided and the attachment I am providing today they have not credited my installment loan for payments made!! On the attachment you can see that it shows I have made 14 installments of *****. This does NOT count the money they removed from my balance that was never applied. This is simply the actual payments I have made* *************** of payments made. Yet on my Installment page is shows 14 payments of ***** being made yet says that I have paid ****** with $279.50 remaining to pay off my balance. At the VERY least, not counting the money that has been stolen from me, these numbers are opposite of what they should be!! I should only owe $****** simply based on the 14 payments that are DOCUMENTED that I have paid!! I repeat you do not get to steal money from your customers and then just say you didnt and expect people to move on and agree with you. I refuse to do that and I expect to be assigned a representative to resolve this!! Not a customer service person who calls from the 800 number that I can never reach twice and have to explain my entire story over and over again with every call because it is always a different person. I expect to be given a single individual with a direct phone number to take this complaint seriously and resolve this issue!! Apple has taken it seriously and to the executive level since their name is on the card. Goldman Sachs needs to do the same. They need to correct my installment balance page and refund me the money that was removed from my available balance and listed as monthly instalment on my statements as shown in the pictures on my last reply. This attachments shows the second issue I have described today of my installment page not reflecting the correct payment amount.  

   

   

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

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

  Business Response

  Date: 08/05/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 26, 2022. We appreciate the opportunity to address the concerns raised by ********************************* (the Customer) related to payments made for Apple Card Monthly Installments.
  As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. ********s records show the Customer opened the installment on May 19, 2021.  The Customer had a monthly installment payment due in the amount of $19.95. The last installment was scheduled to be completed on May 31, 2023. On February 28, 2022, the Customer had a previous monthly balance of $269.19. Additionally, the Customer had made $179.55 worth of installment payments, which brought the ********* installment balance to $299.45.
   On March 12, 2022, the merchant ScoobyAU posted a return credit of $247.80. Additionally, the Customer was charged a Daily Cash Adjustment in the amount of $4.96. On March 22, 2022, the Customer disputed a transaction with the merchant Good Night Macaroon in the amount of $170.80. ******** applied a temporary credit while the dispute was investigated. The Customer also had an additional transaction posted on the account in the amount of $41.48 on March 26, 2022.
  ******** has no record of the Customer making a payment in the amount of March 2022, April 2022, and May 2022. Additionally, the Bank has no record of payments on March 1, 2022, March 4, 2022, April 1, 2022, and May 1, 2022, being made from the ********* financial institution. As a result, the Customer had a positive revolving balance of $102.97 on the account. This positive balance applied to the ********* Installment payments 3 times in the amount of $19.95, for a total of $59.85. These credits applied 2 time in March 2022 and once April 2022, this brought the ********* total Apple Card Monthly Installment down from $299.45 to $239.60. ******** conducted an investigation of the ********* interactions, and confirmed the Customer was given misinformation about a sudden charge on the account while the Customer was speaking to a Bank representative.  No payments were taken or authorized by the Customer, from the ********* financial institution to make the installment payments during this time.
  ******** confirmed the Customer requested to withdraw the dispute on April 22, 2022.  As a result of the withdrawal, on May 10, 2022, the Bank ruled the transaction dispute with the merchant Good Night Macaroon in the amount of $170.80 in favor of the merchant. The temporary credit that was applied to the ********* account was reversed. ******** sent the Customer an email detailing the dispute outcome. As a result, the Bank rebilled the Customer for the 3 months of installment payments that had been originally covered due to the temporary credit. This moved the Customer final payment date from May 31, 2023 to August 31, 2023, and brought the ********* installment balance to $299.25. ******** has no record of the Customer authorizing a payment, or the Bank making a payment in the amount of $50.00 after the dispute was ruled in favor of the merchant. 
  ******** attempted to contact the Customer on May 20, 2022, May 24, 2022, and June 4, 2022, to address the ********* concerns, but was unable to reach the Customer. ******** conducted a further 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 to be closed.

• Initial Complaint

  Date:06/03/2022

  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.

  I have been in dispute with apple for 2 same time best buy transactions where the 1st time while it was in dispute I paid it off in order to avoid interest fees. The 2nd time they gave a provisional credit and now they are denying my dispute by only crediting the lesser amount of the 2 transactions from the same store. One transaction was ******* and the second was *****. I also have 2 transactions that I kept declining for a total of ******* and the 3rd time it went through as 2 separate transactions. Why only refund me the lesser amount and not the whole thing. If one is credited and ruled in my favor as fraud, and they are apart of the same transaction, then what happened to crediting the rest of it?! I paid it off to avoid interest and I want all of my money back! Stop being cheap and inconsiderate and just fix the issue.

  Business Response

  Date: 06/22/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 3,2022. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to a transaction dispute with the merchant Best Buy in the amount of $1,402.69.
  ******** conducted an investigation and confirmed due to a processing error,the transaction dispute was ruled incorrectly in favor of the merchant. The Customer initially disputed the transaction on March 26, 2022. ******** applied a temporary credit while the dispute was investigated. ******** ruled the dispute in favor of the merchant on May 31, 2022. The temporary credit was reversed from the Customers account. ******** sent the Customer an email detailing the dispute outcome.
  The dispute was reopened on June 3, 2022. ******** applied a temporary credit while the dispute was investigated. Based on the investigation, the Bank ruled the dispute in favor of the Customer. The temporary credit that was applied to the account was made permanent on June 7, 2022. ******** sent the Customer an email detailing the dispute outcome.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 06/24/2022

  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,
  
  *****************************