ComplaintsforThe Goldman Sachs Group, Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unwilling to assist with a simple dispute. I have provided all the necessary information. Apple Card/Goldman Sachs are refusing to help

  Customer response

  07/15/2024

  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 18, I booked two SUVs for rental in ******* ** with ************** Rental for pickup on 4/26. Due to a delay in flights, we were not able to pick up the vehicles until after 10pm EST. Upon arrival, I was told the vehicles were "given away". I was then told I could rent a 15 passenger van for "upwards of $1k". I declined as my initial reservation showed $240 for the full sized SUV I had reserved for 4/26-4/30. I have sent this information to Goldman Sachs showing the cancellation of the vehicles and the insurance cancellation through Travelocity.May 18: Reached out to Apple via text and spoke to ********* regarding a pending $639.54 transaction. Was told because this charge was pending I would have to wait to dispute as it was not posted to account. Was then transferred to ******** who stated they would review the charges. Then advised I was also charged a $191.33 hold deposit that was supposed to be refunded and was not. Initiated dispute for the $191.33. Was told I would receive an email with next steps.Submitted supporting documentation May 23: Called customer service and spoke with ***** because I received and email stating the $639.54 charge from NU Rental was reversed however, received a new charge for $830.37. Advised he would cancel the $191.33 disputed and initiate new dispute (Starting 90 day waiting period over) and file new dispute for total amount ($830.37)May 30: Reached out via text to check status of documents and to see if merchant has responded to dispute. Was again informed of 90 day waiting period and that merchant HAD NOT responded. I then attempted to reach out to merchant with no success.June 10: Reached out via text message and spoke with ***. Was advised dispute was still in OPEN status with date of completion to be by no later than July 30 2024 June 18: Reached out via text message and spoke with ****** to confirm THE AMOUNT OF $830.37 was the dispute amount and active. He confirmed that information under reference # D-********.

  Business response

  07/22/2024

  Goldman Sachs Bank USA (the Bank) received the above referenced complaint related to Apple Card via
  the Better Business Bureau (BBB) Complaint Portal on July 8, 2024. The Bank appr eciates the
  opportunity to address the concerns raised by *************************** (the Customer) related to a transaction
  dispute with the Merchant Advantage Rent A Car in the amount of $830.87.
  The Bank conducted an investigation and confirmed no Bank error occu rred. The Customer initially
  disputed the transaction on May 18, 2024. The Bank applied a temporary credit while the dispute was
  investigated. As a result of the information provided during the dispute intake process, the dispute was
  entered for the partia l amount of $191.33. On May 21, 2024, the Customer contacted the Bank and
  requested to dispute the full amount of the transaction. To fulfill the Customers request, the dispute was
  closed and the temporary credit was reversed. An email was sent to the Cus tomer detailing the dispute
  was closed.
  The Customers dispute was reopened on May 23, 2024, and the Bank applied a temporary credit while
  the dispute is investigated. The dispute with the Merchant Advantage Rent A Car remains under
  investigation, and t he Bank expects completion within 2 billing cycles and no later than 90 days from date
  of receipt. During the investigation, the account does not incur interest for the amount in dispute and the
  Customer is not responsible for repa yment.
  Based on the above details, the Bank kindly requests for this complaint to be closed

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is OKAY to me RIGHT NOW as the matter is still unresolved. I will double back once a decision has been made.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Apple Card balance is showing more than $5000, when it should be only $1500. They are making an error.

  Business response

  07/11/2024

  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 26, 2024.The Bank appreciates the opportunity to address the concerns raised by ********************************* (the Customer) related to credit reporting for *********************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on May 15, 2022. The Bank confirmed the account was reported current with no negative remarks. The last reported balance for the active account from May 2024 was $230 with $0 past due. According to the Bank records, a previous Apple Card account was closed on March 21, 2022, by the Customer with a $0 balance. The Bank confirmed the reporting was accurate as of the last furnishing. The Bank contacted the Customer on July 9, 2024, to address the concerns. The Customer confirmed there were no further concerns.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is literally THE WORST card Ive ever used exacerbated by the fact that the Apple Card Support Team is ran by complete idiots.Ive been calling for two weeks for someone to cancel a $225 dispute from ******** thats been on my card for **** near two months. And what do these idiots do? Cancel the wrong dispute. I swear to God.So I am still waiting on the $225 dispute to be cancelled while the rightful dispute and the funds WERE GIVEN BACK TO THE MERCHANT.DO NOT get an Apple Card. Clearly, these two companies are ill equipped to do anything together: ************************************************************************************************************************************************************************* Again, its ran by complete and utter idiots.

  Business response

  07/09/2024

  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 25, 2024. The Bank appreciates the opportunity to address the concerns raised by ************ (the Consumer) related to a transaction dispute with the *********************** was unsuccessful at locating an Apple Card account with the information provided by the Consumer. The Bank attempted to contact the Consumer at the phone number provided on June 26, 2024, June 27, 2024, and July 8, 2024, but was unsuccessful.  The Consumer is welcome to contact the Bank directly for assistance. The Bank is available by phone at ************** or by message from the Wallet app 24 hours a day, 7 days a week.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******** sent a wrong item (a cheaper one half a price) to me and refused to accept returning the item or any compensation or solution at all. I talked to merchant on the phone for 90 minutes and they recorded our conversation.I filed a dispute twice but the bank wants me to pay to a third party to confirm what I received. However I sent them a photo of the items tag which shows a different model number than what I paid for in the receipt.

  Business response

  07/08/2024

  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 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ****************************** (the Customer)related to a transaction dispute with the merchant Lowes in the amount of $600.31.
  The Bank conducted an investigation and confirmed an inadvertent processing error occurred. The Customer disputed the transaction on February 19, 2024, and April 23, 2024. The Bank applied a temporary credit while the dispute was investigated. Due to a processing error, the initial dispute was resolved incorrectly in the merchants favor. As a result, the temporary credit was reversed on April 23, 2024, and June 24, 2024. The Bank sent the Customer an email detailing the dispute outcome.
  The dispute was reopened on June 24, 2024, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled in the Customers favor because the Customer provided evidence that the item received differed from the item ordered. As a result, the temporary credit that was applied to the Customers account was made permanent on June 27, 2024. The Bank sent the Customer an email detailing the dispute outcome.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/31/24 I mailed a check in the amount of $324.00 from *********************** to Goldman Sachs billing address located on my applecard statement. As of today Goldman Sachs has not applied the $324.00 credit to my applecard.I would like Goldman Sachs to apply the $324.00 check that was sent to them immediately. They are delaying the process which is causing interest charges to accumulate.

  Business response

  07/08/2024

  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 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Consumer) related to a missing payment for the Apple *********************** conducted an investigation and confirmed no Bank error occurred. The Bank was unable to locate a check payment with the information provided by the Customer. The Bank contacted the Customer on June 26, 2024, and confirmed the issuing financial institution stopped payment on the check payment and issued a new one to the Customer. The Bank provided the address for check payments to the Customer. The Bank advises the Customer to include the card number on the memo line and to allow 7 to 10 days for the payment to be received and posted to the account.
  ********************** Bank ***, *********************
  Lockbox ****
  **** *** **** **************** **********
  Based on the above details, the Bank kindly requests for this complaint to be closed

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Basically, my overall experience since having my Apple Card issued by Goldman Sachs has been fine, however, lately I have gotten into argumentative conversations with representatives as well as tier to support escalations representative. I was been advised that someone in an advocacy group would be reaching out to me, and I have waited and no one has yet to respond back to me. I would like someone in an escalated area to contact me to, provide an attempt to get an escalated issue that has been going on for the past few months resolved on my account. I am very disappointed with the argumentative conversations that I have been having in the past week with the customer service tier one representatives as well as the tier 2 representatives in the **************** area with ********************** that services The Apple Card. I was advised that someone in an advocacy group would be reaching out to me, and I have yet to hear a response from that area and it is misleading and not complying with the expectations of the customer that was provided by the tier one and tier 2, customer service agents

  Business response

  07/03/2024

  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 21, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to the available credit.
  The Bank conducted an investigation and confirmed no Bank error occurred related to the Customers available credit. When transactions are disputed, a temporary credit is applied to the account. Temporary credits may not be available for use during the investigation. The Customers disputes with the merchant ******* totaling $555.58 remain under investigation, and the Bank expects completion within 2 billing-cycles from the date of receipt and no later than 90 days from date of receipt. During the investigation, the account does not incur interest for the amount in dispute and the Customer is not responsible for repayment. Customers can send dispute evidence at any time by responding to the request for evidence email, by messaging the Bank in the Wallet app, or by mail to Goldman Sachs Bank USA, ***************************** ***** **** ************************** *********** The Customer should label all evidence with the case number and avoid sending original documents.
  The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by the Bank representative. The Customer contacted the Bank on June 13, 2024 to inquire about the available credit and open disputes. On June 27, 2024, a Bank representative attempted to contact the Customer to address their concerns but was unsuccessful.
  On July 2, 2024, a Bank representative contacted the Customer and provided this information. The Bank acknowledges and appreciates the feedback provided by the Customer regarding the **************** interactions. The Bank regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In October of last year, I used my Goldman Sachs Apple Card to pay for a rental car out of *** in ********. Upon arrival at the rental agency, they refused to give us a vehicle because the reservation was in my partner's name and the card was in my name, we could not afford to place another $500 payment, and were stranded at the airport. Apple and Goldman Sachs were notified immediately an we disputed the charge as we did not receive services. Now, 8 months later, I am still fighting the charge with Goldman Sachs who has admitted to me that they had cars available, and that we were denied service on our reservation, and they are insisting I pay for services not rendered. They have shown a complete lack of care for their customers and have clearly demonstrated that they care more about money than they do of the wellbeing and time of those who help them make that money. Now I will likely be forced to pay $527 with interest, because that's the scumbags they are, on a service I never received. On a service I explicitly told them about the day of. I will continue to fight this charge, and I will continue to lose all because I am a private citizen and they are a huge corporation who can apparently afford to treat their customers like c***

  Business response

  07/03/2024

  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 20, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to a transaction dispute with the Merchant Expedia in the amount of $527.49.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer disputed the transaction on October 14, 2023,December 19, 2023, February 20, 2024, April 10, 2024, and June 20, 2024. The Bank applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the Merchant because the Customer agreed to the merchants terms and conditions. The merchants terms detailed that a valid credit card was required to place a $200.00 hold in order to complete the rental at the time of pickup. The Customers Apple Card was overlimit at the time of pickup therefore was unable to be used. Due to the Customer presenting an invalid form of card such as a debit card at the time of pick up, the rental was unable to be completed. Additionally, the terms outline that the purchase is non-refundable. As a result, the temporary credit that was applied to the Customers account was reversed on December 19, 2023, February 20, 2024, April 10, 2024, June 20, 2024, and June 24, 2024. The Bank sent the Customer an email detailing the dispute outcome. The Bank is unable to provide the Customer with compensation.
  Based on the above details, the Bank kindly requests for this complaint to be closed

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me, however its clear I will not find resolution. I would have been happy to just have the $200 down payment credited back, but it hasnt been offered as an option. At this point I am convinced that no matter how much I explain the situation they continue to come up with new information that seems to always work against me as the consumer, and the story continues to change, as such I dont agree the matter has been resolved, but give up, I have been fighting this for months and have become exhausted trying to see them do the right thing. Its clear thats not going to happen.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I made a payment to pay my Goldman Sachs GM credit card (#************) in the amount of $427.33 (receipt attached) on 6/4/24. At time of making payment the customer representative I spoke with told me that upon paying and satisfying the account in full that ********************** would remove this account from all 3 of my credit bureau reports. Since having paid this account in full nothing has been updated on this account by ********************** nor has this account been removed from my credit bureaus reports. This is a violation of the ******

  Business response

  07/02/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on June 20, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************************** (the Customer) related to credit reporting for the ******************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an ** Card and consented to the ** Card Customer Agreement on October 20, 2015. As stated in the ** Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The account was charged off on June 12, 2022, as a result of the Customer failing to make a payment to satisfy the amount due by December 9, 2021. The Bank confirmed the account was reported accurately to the ************************** The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  The Bank conducted a review of interactions and did not locate a Bank representative informing the Customer the account would be removed from the Customers credit report. The Customer made a payment for the balance owed of $427.33 on June 3, 2024. The account currently reflects a $0.00 balance and was reported as such to the ************************* on June 17,2024. The Customer should allow up to 30 days for the updated balance to reflect on the credit report. The Bank is unable to remove the account or the charged off status from the Customers credit report.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer response

  07/02/2024

  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

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For the past 2 years, i've been disputing a charge totaling $838.26 with Goldman Sachs. The transaction date occurred on 10/**/2024. Most recent dispute is D-********. The merchant lied to me in the *************** i was going to be receiving. I was told from the merchant that i would need to pay the full $838.26 ************* will refund after the service has been completed. This never happened. When i made my claim to receive this refund from the merchant, they stated they can no longer honor this as my claim was not "eligible" dispute having screenshots and a video of the recorded conversation that they stated this.So in 2022, i made my FIRST payment dispute with Goldman Sachs. Since 12/2022 to 6/2024, i have disputed this charge a total of 9 times. I have uploaded NUMEROUS amounts of evidence. From screenshots of the conversation i had with the merchant, to the merchant openly admitting that they gave me false information about the refund. Despite this evidence, Goldman Sachs continues to side with the merchant. When i asked Goldman Sachs to provide me the documents that the merchant sent them, i received nothing but invoices. The merchant has been sending Goldman Sahcs invoices of the payment that i made. This does NOT correlate to the reason of this dispute which was - service not as described. They have rejected my claim because they stated they did not receive my evidence on this. I have uploaded well over 40 pieces of documents/evidence for the past 9 disputes. When i speak to Goldman ********************** they respond with " i see the documents you sent us over, i don't know why the account specialist did not receive them". I've been hearing this excuse for the past 18 months. Most recent, one of the Goldman Sahcs agents told me don't upload anymore docs, they will do it for me based on my most recent uploads. Fast forward 3 months & that dispute was closed under "no additional supporting evidence". Goldman Sachs has continued to do this for 18+ months.

  Business response

  07/08/2024

  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ***** **** via the Better Business Bureau (BBB) Complaint Portal on June **, 2024. ******** appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to a transaction dispute with the Merchant ******* in the amount of $838.26.
  ******** conducted an investigation and confirmed an inadvertent processing error occurred. ******** confirmed the dispute was resolved incorrectly in favor of the Merchant. The Customer initially disputed the transaction on October **, 2022, January **, 2023, March **, 2023, May **, 2023, July **, 2023, September **, 2023, November **, 2023, December **, 2023, and March *, 2024. ******** applied a temporary credit while the dispute was investigated. Due to a processing error, the initial dispute was resolved incorrectly in the merchants favor because the Merchant provided evidence showing the Customer agreed to the terms and conditions and the Bank received confirmation showing the Customer stayed at the property during the scheduled dates. As a result, the temporary credit was reversed on December **, 2022, March **, 2023, May **, 2023, July *, 2023, September **, 2023, November **, 2023, December **, 2023, February **, 2024, and May **, 2024. ******** sent the Customer an email detailing the dispute outcome.
  The dispute was reopened on June **, 2024, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled as split liability because the Customer provided evidence showing the Merchant had originally confirmed the Price Match documents were valid and the Customer should only have been charged $532.00. As a result, $306.26 of the total temporary credit that was applied to the Customers account was made permanent on July *, 2024, and $532.00 of the total temporary credit that was applied to the Customer's account was reversed on July *, 2024. ******** sent the Customer an email detailing the dispute outcome.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer response

  07/08/2024

  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.
  
  
  
  
   
  
  

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