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

  555 California St. San Francisco, CA 94104

• 

  Goldman Sachs & Co

  11605 Haynes Bridge Rd Alpharetta, GA 30004

• 

  Goldman Sachs 10,000 Small Businesses Program

  550 East Spring Street Columbus, OH 43215

• 

  Goldman Sachs Personal Financial Managerment

  1707 Langhorne Newtown Rd Ste 1 Langhorne, PA 19047-1004

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  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 am writing to request **** assistance in resolving various unauthorized and returned or services not rendered not refunded charges posted to my Apple Card account *********************** Bank USA) from *****, which I first discovered in late 2020 and continue to see through 2022. ***** was the primary wrongdoer in billing these unauthorized charges, and should have reimbursed Goldman Sachs for any losses and refunded the bank for these wrongful transactions. Unfortunately, I had been hospitalized and was unable to speak over the phone, so I could only reach out via the Messages and emails.Account: Apple Card for ************************** Type of Dispute: Unauthorized / billing errors under the Fair Credit Billing Act (15 U.S.C. 1666)Since the start of the COVID-19 pandemic in March 2020, I have made exhaustive, documented efforts to correct App Store billing errors, billing for services not provided, or billing not authorized. I sent dozens of detailed emails, iMessage, and dispute requests via the Report an Issue feature to App Store Support and the Apple Card dispute team.Attached you will read the annotated Apple Card statement (Dec 2020Dec 2022) highlighting disputed transactions, copies of legitimate receipts and order confirmations for valid purchases, proof of returns that do not add up to balance billed, and correspondence logs with Apple Support, Apple Card dispute team, and TeamTreehouse (dates, reference/ticket numbers)which my account was closed losing the credit.Immediate reversal of all unauthorized charges, by my calculation, is roughly $4,342.85 from ****** various business names and $199 from TeamTreehouse, including related interest and fees. Restitution from ********** to Goldman Sachs Bank USA for any costs the bank has absorbed due to Apples wrongful billing.

  Business Response

  Date: 06/06/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via ************************ (BBB) Complaint Portal on May 23, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the Customer) related to 52 transaction disputes with various merchants on the ************************** conducted an investigation and confirmed an inadvertent processing error occurred with the resolution of one (1) dispute. The Bank conducted a review of the Customers account and was unable to locate any fraudulent, suspicious, or unauthorized account takeover activity. The Customer disputed 52 transactions on the account between January 4, 2020, and August 20, 2023. The **** applied temporary credits while the disputes were investigated. The Bank resolved forty-one (41) of the disputes in favor of the Customer. The Bank sent the Customer emails detailing the dispute outcomes. As a result, the temporary credits that were applied to the Customers account were made permanent between January 4, 2020, and November 1, 2023. According to the Banks records, various merchants provided refunds to the Customers account between January 5, 2021, and August 31, 2022. Based on the refunds, the Bank resolved seven (7) disputes, as merchant credited, and the temporary credits that were applied to the Customers account were reversed between January 5, 2021, and December 12, 2022. The Bank sent the Customer emails detailing the dispute outcomes.
  On January 2, 2021, and October 25, 2022, two (2) disputes were withdrawn as requested by the Customer. On July 11, 2021, the Bank was able to assist with one (1) dispute with the merchant Klarna and as a result, the dispute resolved as no action. As a result, the temporary credits that were applied to the Customers account were reversed between January 2, 2021, and October 25, 2022. The Bank sent the Customer emails detailing the dispute outcomes.
  Due to an inadvertent processing error, the Bank resolved one (1) of the disputes in favor of the merchant. The Bank reopened the dispute on May 30, 2025, and applied a temporary credit while the dispute was investigated. As a result of the investigation, the Bank resolved the dispute in favor of the Customer because the Bank previously resolved as merchant credited however after further investigation no credit was located. As a result, the temporary credit that was applied to the Customers account was made permanent on May 30, 2025. The Bank sent the Customer an email detailing the dispute outcome. The Bank is unable to provide compensation.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Balance on ***** Card has been paid off for over a week, company cannot issue a simple balance letter on company letterhead saying current balance- you have to file a case number and the back office takes 7-10 days to get back to you. I filed two case numbers first that never got entered, just filed another. I explained my situation that we are trying to buy a house and just need this simple letter and the supervisor said there is nothing they can do- a SIMPLE BALANCE LETTER!!! Worst customer service I have ever encountered, cancelling this card immediately.

  Business Response

  Date: 06/06/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 23, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ******* (the Customer) related to a confirmation letter for the balance on the **************************** conducted an investigation and confirmed an inadvertent processing error occurred. The Customer contacted the Bank between May 15, 2025 and May 27, 2025, requesting a Balance Confirmation Letter. The Bank sent the balance confirmation letter via email on May 21, 2025 and May 27, 2025. On May 21, 2025, the Customer contacted the Bank to request another letter. The Customer advised the format of the letter was not sufficient. As a result, the Bank specialist informed the Customer a request would be submitted, however, due to a processing error, the request was not submitted. The Customer may request the Bank to send a Balance Confirmation letter by email that does not include the full account number. However, if the full account number is needed, it is required to send the letter by mail. The Bank contacted the Customer on May 23, 2025, to address the concerns. On May 29, 2025, the Bank successfully mailed a confirmation letter via overnight mail to the address on file. The Bank regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/10/2025

  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:

  Every employee I spoke to was unhelpful from the start of the conversation, there was no way to escalate the situation.  We ended up losing a house we had under contract because they could not generate a simple letter showing the balance of my account with the account number.  Additionally, after the account was paid down my credit limit was slashed without explanation.  I will never do business with Goldman Sachs again.

   

   

   

   

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

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

• Initial Complaint

  Date:05/22/2025

  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 complaint addresses the reporting of my *********** account ending in ****************, dated 10/01/2022, with a balance of $6,261.00. It is being reported by all three credit bureaus, yet no meaningful verification has been provided. I am demanding a full reinvestigation of this account due to its questionable accuracy and the lack of reliable documentation substantiating the derogatory status currently assigned to it. Under 15 U.S.C. 1681i, I am entitled to accurate, complete, and verifiable reportingand not just vague responses or unchecked automated processes.The burden of proof lies with the furnisher and the credit bureaus. If *********** cannot produce authentic evidence like original contracts and transaction logs, then this information must be deleted under 15 U.S.C. 1681(a)(5). It is not enough to recycle unverifiable data and hope consumers dont notice. Im not only awareIm holding every party accountable. Under 15 U.S.C. 1681n, willful negligence like this is punishable by law.Equifax, again, is under fire for conducting sham investigations, per recent CFPB legal action, and has violated its duty under 15 U.S.C. 1681i(a)(1)(A). I am demanding deletion of this account from all reports unless immediate and conclusive verification is provided. Enough is enoughmy credit should not suffer due to systemic negligence.

  Business Response

  Date: 06/05/2025

  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 22, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******* (the Consumer) related to credit reporting for the ************************** conducted an investigation and confirmed no Bank error occurred. The Bank confirmed ID Theft on May 28, 2025. On June 3, 2025, the Bank submitted a request to have the inquiry and trade line removed from the Consumers credit profile. The Consumer should allow up to 30 days for the change to reflect on the credit profile. The Consumer is not responsible for the account or the balance.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/22/2025

  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.

  Im a victim of identity theft and there is a fraudulent account that is reporting on my credit file with ***********************opened:11-2021-account# ****. I did not open, authorize this account, engaged in business transactions with this company nor entered into any agreements. I filed a dispute with the credit bureaus and sent a *** identity theft report, a copy of valid government identification, and a police report. On April 06, 2025 I called Apple Goldman Sachs and spoke with a gentleman who stated he worked in the fraud department. He stated that their department had received the identity theft claim and investigated the fraud claim He stated that the account was closed as fraud and taken out of my name. He verified the address on the account, phone number, and email address was all FRAUDULENT information that is listed on the account! He also verified that they DO NOT have a signature on file for the application and it was done through their app on a cellphone. I called this company again on 5-17-2025 and told them that I sent a validation of debt request. They informed me that they sent the validation of debt to the fraudulent address that is on the account and not to my REAL ADDRESS that was on the validation of debt request. Apple Goldman Sachs has disregarded my ftc identity theft report which is against the ****. As a furnisher, upon receipt of a consumers written request that encloses an Identity Theft Report, you are required to cease furnishing the information resulting from identity theft to any ***. The Notice also specifies your responsibilities when you receive notice from a ***, under section 605B of the Fair Credit Reporting Act, that information you provided to the *** may be the result of identity theft. Those responsibilities include ceasing to provide the inaccurate information to any **** and ensuring that you do not attempt to sell or transfer the fraudulent debts to another party for collection.

  Business Response

  Date: 06/05/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 22, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ***** (the Customer)related to an Apple Card opened without authorization.
  ******** conducted an investigation and confirmed no Bank errors occurred.Based on the investigation, the Bank determined the Customer is liable for the account. ******** is unable to provide additional information related to the investigation. ******** identified red flags related to the account and closed the account in accordance with the Apple Card Customer Agreement. ******** sent the Customer an email detailing the reason the account was closed on August ******.
  According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on November 24, 2021. As stated in the Apple 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 **** confirmed the account was reported accurately to the *************************.The Customer did not make a payment to satisfy at least the minimum amount due by December 31, 2024. As a result, the account was reported past due. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  ******** sent the Customer documents on May 14, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $10.65 provided in the latest statement from May 31,2025.
  Additionally, the Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. ******** attempted to the Contact the Customer on May 29, ******** was unsuccessful. ******** is available 24 hours a day, 7 days a week by phone at ************** or by message from the Wallet app.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/06/2025

  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 ********************** is STILL calling and mailing documents to the fraud address ON THIS ACCOUNT. The account and phone number was verified by a fraud agent whom I spoke to and I confirmed that the information that they have on the account is FRAUD! They are sending the same repetitive copy and paste information regarding this account. I have told ******************** several times to send the information to my valid address and they refuse to send them to me. They are deliberately sending all correspondence to the information on this account that I DO NOT HAVE!

   

   

   

   

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

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

  Business Response

  Date: 06/20/2025

  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (CFPB) Complaint Portal on June 11, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ***** (the Customer) related to an Apple Card opened without authorization.
  ******** conducted an investigation and confirmed no Bank errors occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on November 24, 2021. As stated in the Apple 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.
  Based on the Banks investigation, the Bank determined the Customer is liable for the account. ******** identified red flags related to the account and closed the account in accordance with the Apple Card Customer Agreement. The Bank sent the Customer an email detailing the reason the account was closed on August 8, 2024. ******** is unable to provide additional information related to the investigation.
  ******** confirmed the account was reported accurately to the **************************** The Customer did not make a payment to satisfy at least the minimum amount due by December 31, 2024. As a result, the Bank reported the account past due to the ************************** ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting. ******** is the original creditor and is not a debt collector. ******** is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account.
  ******** was unable to locate any interactions a mentioned in the complaint narrative. ******** did not send additional debt validation documents due to the incorrect address as stated by the Customer.  ******** is unable to mail requested documents to an address not on file. The Customer may contact the Bank to update the contact information on file. ******** is available 24 hours a day, 7 days a week by phone at ************** or by message from the Wallet app. For further assistance the Bank recommends the Customer contact the Bank directly.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 07/08/2025

  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 ************************* is lying and they are violating my rights per the ****. They sent the documents to the fraudulent address on file which is NOT MY ACCOUNT! They also keep sending the same generic messages and NEVER DID A INVESTIGATION. This account was opened online through an app so there is no way they can say this account is VALIDATED without my physical signature on a document saying that I even applied for this account. They are looking at the fact this account was opened in my name and have a balance due. So they are trying to make my liable after I have sent a valid ftc identity theft report, police report  a copy of the laws in ********* where I reside, and the **** notice to furnishers! 

   

   

   

   

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

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

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/16 my Apple credit card and ***** account/ ****** account was stolen. ***** wont let me close my account and have it restricted. Lost all my pictures because ***** allowed someone to steal my account in 10 minutes but I still have to prove who I am.

  Business Response

  Date: 06/05/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 22, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** *** (the Customer) related to unauthorized account takeover on the Apple Card account.

  According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on July 16, 2020. The Customer contacted the Bank on April 21, 2025, regarding account takeover concerns. The Bank conducted an investigation and confirmed unauthorized account take over on April 29, 2025. The Bank resolved all the transaction disputes related to the account takeover in favor of the Customer on May 12, 2025, and May 13, 2025. The Bank sent the Customer an email detailing the dispute outcome.

  According to the Banks records daily cash adjustments related to the disputed transactions posted to the Customers account on May 12, 2025 and May 13, 2025. The reversed the charges on June 5, 2025 in the amount of $132.52. The Customer has a remaining balance of $48.05. The Bank contacted the Customer on June 5, 2023, to address concerns related to the account closure and restriction. The Bank sent the Customer 3 months of statement history to the address on file provided by the Customer. The Bank is unable to close the account at this time, and the account will remain restricted as discussed with the *************************** is unable to modify the Apple ID linked to an Apple Card. The Customer can update the email address associated with the Apple ID by following the instructions in the support article below titled Change your Apple ID or by contacting ***** directly. Once the email address associated with the Apple ID is changed it will reflect on the Apple Card account ****************************************. The Customer should contact ***** directly for assistance gaining access to the Apple ID and photos. The Bank will cease all collection communication with the Customer except those legally required or requested by the Customer.

  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer in good standing with ********************** since September of 2019 and I am appalled at the deplorable customer service I incurred from **********************. I submitted a dispute on a charge to my credit card with merchant who was unethical & scammed me into purchasing high priced items. I was not informed of the fine print that all sales were final. The merchant gave conflicting information & refused to refund me 30 minutes after the purchase. Furthermore, the merchant is in possession of the products (they were left in the store with a sales associate). I submitted a dispute with Goldman Sachs the day of the purchase. I was expecting the company representing me to be to do their due diligence. Instead, over a period of 4 months I was met with dismissive, unhelpful, & at times aggressive customer service representatives. Despite multiple attempts to resolve this issue through their customer support, I was unable to get clear answers. After the initial dispute was submitted, I was told I would receive an email to submit my documents for evidence. I never received an email. I followed up numerous times. Finally I was given an email address to send the documents to. In hindsight, this seemed to be an attempt to pacify me- I followed up again & there was no record of the documents anywhere. Each time I called, I had to re-identify myself and re-explain my issue, only to be transferred to another representative & needed to start the process all over again. This dispute stemmed from an unethical merchant and when I turned to my credit card company for support, I was treated as unethically as the merchant. To make matters worse, my account was closed with no communication. I spoke with multiple representatives to inquire why it was closed & no one could provide any reason why. Instead of trying to resolve the issue I was treated with disrespect & degraded. At no point did they try to keep me as a customer & provide any actual assistance.

  Business Response

  Date: 05/30/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 17, 2025. ******** appreciates the opportunity to address the concerns raised by *** Deutsch (the Customer) related to two transaction disputes with the merchant Dor24k Cosmetics in the amount of $7,560.00 and $299.00.
  
  ******** conducted an investigation and confirmed no Bank error occurred.
  
  The Customer initially disputed the transaction in the amount of $299.00 on December 20, 2024. ******** 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 Customer. As a result, the temporary credit that was applied to the Customers account was made permanent on February 9, 2025. ******** sent the Customer an email detailing the dispute outcome.
  
  The Customer initially disputed the transaction in the amount of $7,560.00 on December 20, 2024, and re-opened the dispute on February 28, 2025. ******** applied a temporary credit while each 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 evidence provided solidified the Customer agreed to the merchants terms and conditions. As a result, the temporary credit that was applied to the Customers account was reversed on February 28, 2025, and March 31, 2025. ******** sent the Customer an email detailing the dispute outcome.
  
  ******** identified red flags related to the account and closed the account in accordance with the Apple Card Customer Agreement. ******** sent the Customer an email detailing the reason the account was closed on March 05, 2025. ******** is unable to provide additional information related to the investigation.******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/30/2025, I initiate a payment dispute for merchant "****************". I bought a set of flowers for ********* day that were set to arrive within "3 business days" per the merchants website. 2 days passed & I noticed I got no tracking number & the merchant did not respond to emails. So I opened a payment dispute on 1/30 for items not received. 1.5 month later, case closed, merchant uploaded a tracking number. Very odd because they responded to Goldman Sachs, but not me. I look at the tracking, see it was delivered in March. I got the package, it came from ********** had none of what I ordered, instead, it was a box filled with Chinese junk like notebooks & pencils. I opened a new payment dispute on 3/17 under the reason " items not as described". I uploaded SO much evidence about the fraud that was committed. Before I even did this dispute, I reached out to the merchant, which responded with "all sales are final, no refund". Their policy stated, "We want you to love your purchase, & were confident you will. If for any reason youre not completely satisfied, we offer free returns within 30 days of receiving your order.". The merchant is stating something that contradicts their own policy. When I go and check their site today , 5/17/25, they have terminated their site, they are no longer in business. Additionally, when you go on trust pilot & see reviews of that site, there are hundreds of other victims that were impacted. Many other customers have the same experience.On 5/12, I reached out to Goldman Sachs for a follow up on this case. They said, no follow up yet but I will get an email within 24 hours. 5 days go by, no email. I called today & spoke with a supervisor. Same thing, no updates. I told them, this dispute started 2 months ago, what has been done? You know what I was told? "oh we haven't even reached out to the merchant about this". So what the heck were they doing for these past 2 months? The agent said " we don't know, that's a back office team".

  Business Response

  Date: 06/10/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 27, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ****** (the Customer) related to a transaction dispute with the merchant Sp **** ******** on January 28, 2025, in the amount of $108.41.
  
  The Customer initially disputed the transaction on January 30, 2025, and March 17, 2025. 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 March 17, 2025, and May 27, 2025. The Bank sent the Customer an email detailing each dispute outcome.
  
  The dispute was reopened on June 09, 2025, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled in the Customers favor because the merchant evidence provided on March 12, 2025, was not sufficient in substantiating the merchants claim that the correct items were delivered. Additionally, the Bank is unable to request additional evidence as the merchant is no longer in operation. As a result, the temporary credit that was applied to the Customers account was made permanent on June 09, 2025. The Bank sent the Customer an email detailing the dispute outcome.The Bank regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/11/2025

  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:05/16/2025

  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.

  The Apple Card team at Goldman Sachs that handles transaction disputes does not adequately review documentation submitted by customers and routinely sides with the merchant regardless of how well substantiated claims might be -- even if the merchant submits irrelevant documentation in disputes. In my case, I have provided documentation of a merchant's (********) non-functioning service/platform which caused me to seek a refund. The request for a refund from the merchant was denied and they refuse to communicate about it or to fix the functionality of their platform -- their denial stands flimsy ground given the lack of functionality of their platform. I have therefore had to dispute the transaction on my Apple Card. Unfortunately, Goldman Sachs has decided to side with the merchant multiple times regardless of any documentation/evidence I provide. I had to request the merchant's documentation from Goldman Sach three times and when it was finally sent it took a full month to arrive. Upon reviewing the merchant's documentation, it has little to do with the issues raised in my dispute. No reasonable person could see the merchant's response as relevant to my issues, yet Goldman Sachs sides with them. Either their team does not adequately review documentation, is biased in favor of merchants rather than their customer's, or they are purely incompetent.I need the charges in question permanently removed from my account.

  Business Response

  Date: 05/30/2025

  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 16, 2025. ******** appreciates the opportunity to address the concerns raised by ******** ******** (the Customer) related to two (2) transaction disputes with the merchant ******** in the total amount of $139.41.
  ******** conducted an investigation and confirmed an inadvertent communication error occurred. The Customer initially disputed the transactions on March 13, 2024, May 10, 2024, July 16, 2024, July 23, 2024, January 15, 2025, and March 24, 2025. ******** applied a temporary credit while each dispute was investigated. Based on the investigation, the Bank resolved the disputes in favor of the merchant because a review of the evidence showed the Customer agreed to the merchants terms and conditions to include the refund policy. As a result, the temporary credits that were applied to the Customers account were reversed on May 10, 2024, May 14, 2024, July 16, 2024, August 19, 2024, August 24, 2024, March 3, 2025, May 16, 2025, and May 28, 2025. ******** sent the Customer an email detailing each dispute outcome.
  The disputes were reopened on May 29, 2025, and the Bank applied temporary credits while the disputes were reinvestigated. Based on the investigation and the communication error that occurred, the disputes were resolved in favor of the Customer and the temporary credits were made permanent on May 29, 2025. ******** sent the Customer an email detailing each dispute outcome. ******** regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/06/2025

  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:05/15/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: *********** Account #: **************** Balance: $9,815.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 05/29/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 15, 2025. 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 Apple Card and consented to the Apple Card Customer Agreement on September 15, 2022. As stated in the Apple 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 Bank is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account.
  The account was charged off on September 30, 2024, as a result of the Customer failing to make a payment to satisfy at least the minimum amount due by March 30, 2024. The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The **** confirmed the account was reported accurately to the **************************** The Bank is obligated to report accurately to *************************** and is unable to remove the inquiry or trade line from the Customers credit report. The privacy policy was provided to the Customer at the time of account opening and the Customer can view the Apple Card Privacy Policy in the Wallet app or by accessing **************************************************************************************** at any time.
  The Bank sent the Customer documents on April 25, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 12 months of complete statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the account and the balance of $9,815.19. The Bank attempted to contact the Customer on May 20, 2025 and May 21, 2025 but was unsuccessful.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/14/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: *********** Account #:****************Balance:$540.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 05/28/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 14, 2025. ******** 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 Apple Card and consented to the Apple Card Customer Agreement on May 09, 2020. As stated in the Apple 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. Based on the Banks investigation, the Bank determined the Customer is liable for the account. Additionally, the Apple Card Privacy Policy was provided at the time of account opening and the Customer may view it in the Wallet app or by accessing ***************************************************************************************.
  
  ******** confirmed the account was reported accurately to the **************************** The account charged off on April 30, 2021, as a result of the Customer failing to make a payment to satisfy at least the minimum amount due by November 30, 2020. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  
  ******** sent the Customer the requested documents on May 21, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and a thirteen (13) months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the account and the balance of $540.32.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.