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 Personal Financial Managerment

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

• 

  Goldman Sachs

  555 California St. San Francisco, CA 94104

• 

  Goldman Sachs & Co

  3414 Peachtree Rd NE # 600 Atlanta, GA 30326-1167

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:04/15/2025

  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.

  After being laid off I put my severance and 401k funds in 4 different 6 month certificate of deposit accounts with ****** **********************. When they reached maturity in December 2024, *** locked down my account and would not provide any explanation or estimated date to return my money to the funding account. After calling repeatedly and sending a certified letter I was told in March 2025 that the security issue was resolved, I can login online, and that my funds would be returned to me within a week, and to call back if the funds did not appear by the following Thursday. Since them I have called and called, and only got one CD account closed and funds received in the month of March. Now, halfway through April and over 4 months after the maturity date of the remaining 3 CD accounts, I cannot get an answer on when they will honor their agreement. **************** repeatedly tells me that the accounts are "in the process of closing." While the customer service **** are courteous and I appreciate that, they are powerless to help anyone. They schedule "call backs" from supervisors that never occur. I kept these funds out of the stock market because I need them. ***' dishonest business practices are causing a real financial hardship for me and my family. Please help me get them to honor our agreement and return the funds I should have received in December 2024, over a quarter of a year ago.

  Business Response

  Date: 05/13/2025

  BBB Response ******
  ID ********
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 29, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ****** (the "Customer) related to the closure of their Certificate of Deposits (CD).
  On June 18, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customers profile, and attempted unsuccessfully to contact the Customer to address the concerns. Consequently, the Bank restricted the Customers accounts until the security concerns could be resolved. Due to the identified security concerns, the Bank could not close the Customers CDs upon maturity until the security concerns could be resolved.
  On December 29, 2024, the Customer contacted the Bank regarding their CDs and a Bank specialist informed the Customer that the Bank had made a business decision to close the Customers CDs. Between December 30, 2024 and February 14, 2025, the Customer contacted the Bank regarding the status of their CDs, however, the Customers account remained under review due to the outstanding security concerns.
  After further review, on March ******, the Bank determined the decision to close the CDs had been made in error.On March 11, 2025, the Customer contacted the Bank and the Bank specialist successfully authenticated the Customer. During this call, the Customer requested to close one of the four CDs (account ending in ****) with funds transferring to an external account, and the Bank specialist assisted the Customer with the closure. However, the Bank specialist did not assist the Customer in closing the remaining CDs. Consequently, the Bank experienced a delay in closing the Customers remaining CDs (accounts ending in ***** ****, and ****).
  On April 29, 2025, the Customer contacted the Bank and requested to close their remaining CDs with funds transferring to an external account. On April 30, 2025 and May 5, 2025, the Bank successfully processed the Customers request.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:04/15/2025

  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.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this ********* BANK USA ACCOUNT no.: ************ DATE OPEN: 09/01/2022 BALANCE: $9,815.00

  Business Response

  Date: 04/29/2025

  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 April 15, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ******* (the Customer) related to an Apple Card opened without authorization and credit reporting for the ************************** conducted an investigation and confirmed no Bank error occurred. Based on the Bank's investigation, the Bank determined the Customer is liable for the account. The Bank is unable to provide additional information related to the investigation. 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 account was closed and 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 update the Customers credit reporting. The Bank will cease all collection communication with the Customer except those legally required or requested by the ************************ sent the Customer documents on March 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 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:04/14/2025

  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.

  I am writing in hopes of resolving a debt I currently owe, totaling $4,939.46. Of this amount, approximately $1,000 is interest. I am seeking to settle this debt in the amount of $3,000, which I can pay in a lump sum, to close the account in full.On February 21, 2025, I contacted Goldman Sachs regarding my credit card account to discuss a possible settlement. Unfortunately, they were unwilling to assist me in coming to a resolution. I explained that I had fallen into financial hardship, having lost my job and used the credit card to pay for essential living expenses, including rent, in order to avoid homelessness.Despite these challenges, I am now in a position to begin resolving this matter and would like to do so in good faith. I respectfully request that Goldman Sachs reconsider and accept the $3,000 settlement so I can close this account before my upcoming medical surgery scheduled for April 22, 2025.I am committed to resolving this matter and would appreciate any assistance the Better Business Bureau can provide in helping facilitate this request.Sincerely,****** ****** **********************

  Business Response

  Date: 04/28/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 14, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ****** (the Customer) related to options offered by the ****************** hardship.
  
  ******** conducted an investigation and confirmed no Bank errors occurred.According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on June 20, 2023. During the application process, the Customer is provided with and must consent to the Apple Card Terms and Conditions, which discloses that the Customer agrees that the Bank may report information to the ************************* regarding the account, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The Customer did not make a payment to satisfy at least the minimum amount due by October 31, 2024. The bank successfully delivered Statement Available Reminders, Payment Due Reminders,Missed Payment Reminders, and Eligible for Bureau Reporting reminders to the email address on file for the customer. As a result,the Bank reported the account past due to the *************************. The Customer contacted the Bank on February 21, 2025, to get information about settlement offers, the Customer's account was not eligible for one at the that time of contact. ******** attempted to contact the Customer on April 15, 2025, and April 17, 2025, to discuss possible financial hardship assistance but was unsuccessful. The Customer can contact the Bank directly to get further assistance for payment plan options. ******** 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.
  

• Initial Complaint

  Date:04/14/2025

  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.

  I recently reviewed a copy of my credit report and noticed a fraudulent account on my report. I do not recognize this account, and it is hurting my ability to obtain credit. Please delete this account from my credit report APPLE CARD/GS BANK *** account# ****************

  Business Response

  Date: 04/28/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 14, 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 located.According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on October 10, 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 ******** is unable to provide additional information related to the investigation. The Customer failed to make a payment to satisfy the minimum amount due by May 31, 2022, as a result the account was charged off on November 30, 2022.
  
  ******** confirmed the account was reported accurately to the ************************** ******** successfully delivered Statement Available Reminders,Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The Customer is liable for the balance on the account in the amount of $3,918.84. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/13/2025

  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.

  Formal Complaint Regarding Apple Card Dispute Process and Support Incompetence This has been one of the most frustrating and incompetent support experiences Ive ever had. I attempted to file a basic dispute through ***** Support and submitted all evidence, yet **** continuously asked questions that made it clear they either didnt read or simply couldnt comprehend the situation.I was ***eatedly asked if I contacted the financial institutionwhich is Goldman Sachs via the Apple Card app. Why would I contact anyone else? Ive never had a direct line to Goldman Sachs, only this support channel. Every *** gave different instructions, and I was transferred four times. Each claimed they could help, only to escalate or ***eat the same basic, unhelpful steps.I was told a senior advisor would reach out in 510 mins. Instead, they called almost instantly while my phone was on Do Not Disturb. That doesnt help, it just shows youre checking a box.The dispute itself stems from a bait-and-switch situation involving delivery fees and shipping timelines. The merchant gave conflicting information and refused to refund me. I dont trust them, and Im well within my right to escalate.But instead of actual help, I got confusion, poor communication, and blatant incompetence. Its exhausting and completely unacceptable.This needs to be escalated. I want this complaint reviewed by leadership or the executive response team, and I want the chat transcripts and call recordings pulled. Someone needs to be held accountable because this was absolutely unacceptable.

  Business Response

  Date: 04/28/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 14, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******** (the Customer) related to a transaction dispute intake, and call handling for the ************************** conducted an investigation and confirmed no Bank error occurred. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. Additionally, the Bank was unable to locate the chat conversations the Customer included with their complaint or calls pertaining to the transaction. The Customer may be referencing an interaction with ******************************* reviewed the Customers transactions, and confirmed the Customer received a credit from the merchant Nesters Liquor in the amount of $94.98 on April 14, 2025. The Bank attempted to contact the Customer on April 25, 2025, to advise the Customer of this information, but was unsuccessful. For any other concerns regarding the transaction, the Bank 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.

• Initial Complaint

  Date:04/13/2025

  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.

  Started in June 2024 my daughter's Apple card account via ********************** was hacked and her account was restricted (all the details are in the attachment). After several months with no luck gaining access to the card she closed the account on November 28, 2024. On January 31 2025 she received a statement that she owed charges on her account. Most of these charges were not hers and the ones that were ended up being automated charges that Goldman Sachs allowed on a closed account. On February 7th she went line item by line item with the ****************** at Goldman Sachs. She paid the automated charges that were hers and Goldman Sachs said they would cancel all other charges and close the account again for real this time! March 30, 2025 she received another email notification (remember she has no card and she has no ***** Cash account it has been closed) saying she owed money on the account. Again she spoke to the ******************* they said they would credit it. Two days later she gets a call from Goldman Sachs about doing a payment plan. I am not making this up they want her to pay whatever the hacker charged on her account. Now they are actually adding interest and all she can see again is these notifications sent to her email account. I have seen hundreds of emails saying the same issue with the Apple card and Goldman Sachs. It seems a monetary fine isn't enough to stop them from fraudulent practices. I assume a class action lawsuit needs to be started because this is unheard of and I have never dealt with such an unprofessional group. After being on the phone for more than an hour the Goldman Sachs employee hung up on us that was the second time they did. Very disgusting and frustrating.

  Business Response

  Date: 04/23/2025

  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 April 13, 2025. ******** appreciates the opportunity to address the concerns raised by ***** ****** (the Consumer) related to an Apple card account.
  ******** was unsuccessful at locating an Apple Card account with the information provided by the Consumer. Within the complaint narrative the Consumer is referencing their daughters account. ******** does not disclose account information, including the existence of an account to unauthorized third parties. The **** requests the account owner contact us regarding concerns related to an ***** card account. ******** 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.

• Initial Complaint

  Date:04/12/2025

  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.

  I am writing to inform you that a fraudulent account has been opened in my name with ***********. I am a victim of identity theft and did not authorize the creation of this account. Below are the details of the fraudulent account:Creditor Name: *********** Opened Date: 11/16/2021 Account Number: ****************High Credit: $2,409.00 I respectfully request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.Thank you for your prompt attention to this matter.

  Business Response

  Date: 04/25/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 12, 2025. ******** appreciates the opportunity to address the concerns raised by ***** **** ****** ****** (the Customer) related to an Apple Card account opened without authorization.
  ******** conducted an investigation and confirmed no Bank error occurred. Based on the Banks investigation, the Bank determined the Customer is liable for the account. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on November 16, 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 Customer did not make a payment to satisfy at least the minimum amount due by January 31, 2024, until May 9, 2024. As a result, the Bank reported the account past due to the ************************** ******** 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 ************************** ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  ******** sent the Customer the requested documents on April 25, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 30 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.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/11/2025

  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: *********** **************** 11/01/2021 $1,142.00 Account #: ****************Balance: $1,142.0 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: 04/25/2025

  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 April 12, 2024. ******** appreciates the opportunity to address the concerns raised by ******* *** (the Customer)related to credit reporting and validation of the debt owed for the ************************ conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on November 7, 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 account was charged off September 30, 2023, as a result of the Customer failing to make a payment to satisfy the amount due by March 31, 2023. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file.******** confirmed the account was reported accurately to the ************************** ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  ******** sent the Customer the requested documents on March 24, 2025,validating the Customer's debt including a copy of the Apple Card Customer Agreement and 23 months 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 $1,142.91.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/11/2025

  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.

  In May of 2024, I purchased an iPad and an Apple Pencil using my Apple Card by Goldman Sachs. I returned both of these items. I was credited back for the iPad, but not the Apple Pencil. This was only brought to my attention several months later when I was told by my bank that my credit score was not good enough to re-finance my auto loan. As it turns out, I was indeed never refunded for the Apple Pencil. As it stands today, 4/11/2025, this issue it still not resolved nearly a year later. ***** Card has disrespected me, my money, and my time, at every turn. My credit has been harmed, I have been lied to over and over again by this company. I was told on the phone that this matter was resolved, only to receive a statement in the mail for a missed payment just a few days ago.

  Business Response

  Date: 04/24/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 11, 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 November 26, 2023. 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.
  According to the Banks records, the Customer made two purchases on ********* in the amounts of $79.00, and $44.00 on May 3, 2024. The transactions posted to the account as Apple Card Monthly Installments. On May 16, 2024, the merchant posted a refund credit in the amount of $44.00, closing out one of the active installments.
  The Customer initially requested to dispute the remaining installment in the amount of $79.00 on June 10, 2024. ******** applied a temporary credit while the dispute was investigated. On June 12, 2024, the Customer received a credit from the merchant Apple in the amount $79.00. As a result, the merchant credit was applied to the Customers revolving line. Since the Customer received a merchant credit, the Bank resolved the dispute as cardholder liable and reversed the dispute credit. As a result, the Apple Card Monthly Installment balance remained due even though the Customer returned the device. At the Customers request the Bank closed out the installment balance and move it to the revolving balance which caused the Customer to have a minimum payment due of $25.00 by February 28, 2025.
  The Customer did not make a payment to satisfy at least the minimum amount due by February 28, 2025. until April 11, 2025.  ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. As a result, the Bank reported the account past due to the ************************** The **** confirmed the account was reported accurately to the ************************** ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  ******** 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.

  Customer Answer

  Date: 04/29/2025

  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:

  This response from the business, while typical, is unsatisfactory to me. It also is in direct opposition to what the Goldman Sachs representative told me on the phone before I submitted this complaint.

  Goldman Sachs has NOT looked into it, and HAS made a mistake. Probably one or two days prior to submitting this complaint, I called a Goldman Sachs ***** Card specialist to yet again try and resolve this matter. This representative told me that I was charged an extra $79. Earlier in the year, in January, I was told by an agent that this was resolved, my credit would be repaired, and that I would owe no more money. ****! Nothing happened, and I am still being charged.

  I understand the boilerplate response of 'we have looked into it, and there was no error.' However, this is untrue and unacceptable, particularly when I was told differently by multiple specialists. She told me specifically that she would notate it in my file. Has anything happened? Was she actually taking notes? Do the words of your specialists actually mean anything? The cavalier nature with which Goldman Sachs operates is disappointing, particularly because these types of mistakes directly affect people's credit scores and lives.

  The only acceptable response here is a refund of my $79 and an immediate resolution to the credit report error.

  Sincerely,

  
  ******* ******
   
  

  Business Response

  Date: 05/19/2025

  
  
  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 9, 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 November 26, 2023. 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.
  
  According to the Banks records, the Customer made two purchases on ********* in the amounts of $79.00, and $44.00 on May 3, 2024. The transactions posted to the account as Apple Card Monthly Installments. On May 16, 2024, the merchant posted a refund credit in the amount of $44.00, closing out one of the active installments.
  
  The Customer initially requested to dispute the remaining installment in the amount of $79.00 on June 10, 2024. The Bank applied a temporary credit while the dispute was investigated. On June 12, 2024, the Customer received a credit from the merchant Apple in the amount $79.00. As a result, the merchant credit was applied to the Customers revolving line. Since the Customer received a merchant credit, the Bank resolved the dispute as cardholder liable and reversed the dispute credit. As a result, the Apple Card Monthly Installment balance remained due even though the Customer returned the device. At the Customers request the Bank closed out the installment balance and moved it to the revolving balance which caused the Customer to have a minimum payment due of $25.00 by February 28, 2025.
  
  The Customer did not make a payment to satisfy at least the minimum amount due by February 28, 2025. until April 11, 2025. The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. As a result, the Bank reported the account past due to the ************************** The **** 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 attempted to contact the Customer on May 13, 2025, to address any remaining concerns, but was unsuccessful. The Customer can contact the Bank directly for further assistance. The Bank is available 24 hours a day, 7 days a week by phone at ************** or by message from the Wallet app. The Bank 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:04/10/2025

  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.

  I am submitting this complaint because my credit report includes accounts I do not recognize and never authorized. These accounts appear to be the result of either a reporting error or a potential breach of my personal informationboth of which are unacceptable and violate my rights under the Fair Credit Reporting Act (FCRA).The following accounts require immediate and thorough verification:Company Name: *********** Account Number: ************ Reported Balance: $3,384.00 Despite multiple requests, I have not received any credible proof that these accounts are mine. Under 15 U.S.C. 1681g, I am entitled to full disclosure, including copies of original account applications and signed agreements. General claims of verification without proper documentation are not acceptable.If these documents do not exist, these accounts must be removed under FCRA Section 611(a)(5)(A)(i), which mandates deletion of unverifiable data. I will also be reporting this issue to the Better Business Bureau and appropriate federal agencies if this is not resolved immediately.

  Business Response

  Date: 04/24/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the ************************************ (CFPB) Complaint Portal on April 25, 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 October 01, 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.
  The account was charged off on January 31, 2023, as a result of the Customer failing to make a payment to satisfy the amount due by August 31, 2022. 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 ************************** However, during the investigation the Bank confirmed Transunion, was not reporting the tradeline for the ************************ sent the Customer the requested documents on April 16, 2025,validating the Customer's debt including a copy of the Apple Card Customer Agreement and 18 months of statement history showing records of transactions and payments to validate the balance and the debt owed. 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 Customer is responsible for the balance of $3,384.09.
  Based on the above details, the Bank kindly requests for this complaint to be closed.