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:04/03/2025

  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.

  This account was charged in July 2023, since then the account has repeatedly been updated as charged off every month. This is an update in the payment history, a charged off account should not include an active payment history. This inaccurate information falsely manipulates the statute of limitations, violating my rights.

  Business Response

  Date: 04/17/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on April 4, 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 error occurred. According to the Banks records, the Customer opened an GM Card and consented to the GM Card Customer Agreement on October 19, 2022. As stated in the GM 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 July 12, 2023, as a result of the Customer failing to make a payment to satisfy the amount due by January 9, 2023. The Bank successfully delivered Statements, 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 Customer is responsible for the balance on the account in the amount of $5,019.00.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/03/2025

  Type:Order 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.

  ******* GM - ***********; Date Opened: 04/01/2022; Balance: $3,193 ******* USA ************; Date Opened: 03/01/2022; Balance: $6,118 I am not liable for this debt with charter communications, I do nothave a contract with ***********, they did not provide me with the original contract as Irequested.

  Business Response

  Date: 04/17/2025

  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 4, 2025. ******** appreciates the opportunity to address the concerns raised by ******** ******** (the Customer) related to credit reporting and validation of the debt owed for the Apple Card and *********************** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened an Apple Card and electronically consented to the Apple Card Customer Agreement on March 27, 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 charged off on 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 Statements 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 documents on April 11, 2025 validating the Customer's debt including a copy of the Apple Card Customer Agreement and 12 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 $6,118.81.
  As it relates to the ** Card account, according to the Banks records, the Customer opened a ** Card and consented to the ** Card Customer Agreement on April 19, 2022. 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 08/12/2023 as a result of the customer failing to make a payment to satisfy the amount due by February 9, 2023. ******** successfully delivered Statements, 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. 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 documents on March 11, 2025 validating the Customer's debt including a copy of the ** Card Customer Agreement and 12 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 $3,193.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/03/2025

  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.

  am filing a complaint against Goldman Sachs Bank in relation to its Apple Card credit reporting practices. Despite this account being closed since December 2021, Goldman Sachs continues to report monthly charge-offs well into 2024, which inaccurately extends the derogatory period and misrepresents the account status. Furthermore, there are major discrepancies between credit bureausTransUnion fails to report any 90-day late payments, while ******* and Experian report over two years of 90-day delinquencies. This lack of consistency violates fair credit reporting standards. A certified dispute was submitted over 30 days ago with no resolution or correction. I am requesting the immediate removal of all late payment notations and repeated monthly charge-offs following the account's closure, and a complete update to reflect accurate information across all reporting agencies.

  Business Response

  Date: 04/16/2025

  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 4, 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 26, 2019. 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 December 31, 2021, as a result of the Customer failing to make a payment to satisfy the amount due by June 30, 2021. 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 ************************** ******** 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. ******** sent the Customer the requested documents on April 8, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 29 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is liable for the balance on the account in the amount of $2,227.00 provided in the latest statement from December 31, 2021.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/01/2025

  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 called Apple Billing ************** who transfer over to first billing then to Goldman Sachs who handled my Apple Card, I have before complained how they change my payment method it should be my charge $2.99 on my credit card in my iPhone settings to wallet /Apple Pay balance which I in turn the option 2 clicks on the right of my phone to pay debit from my debit checking account, now it only shows Apple Cash but zero balance yet they advd ne only my email of my upcoming balance which I cannily know know the dd of each month & manually go to my financial institution online & debit $2.99 from ***** I called & asked it to be correctly the agent I spoke with had no clue what I was talking about & was redundant with the info he gave which I knew only dispute I have the way I was charged for billing not on my Apple Pay wallet,

  Business Response

  Date: 04/14/2025

  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 Portal on April 01, 2025. The Bank appreciates the opportunity to address the concerns raised ******* ******** (the Customer) related to payment methods for the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on October 22, 2021. The Customer set the Apple Card as the default payment method for *************** As a result, the account was billed for ************** transactions during the January 2025 statement cycle(s). The Customer made payments with their linked bank account. The Bank accepts payments made via ***, check, bill pay or ***** Cash. The Customer may refer to the Making Payments section of the Apple Card Customer Agreement for additional details. As of April 11, 2025, the total balance on the account is $0.00. The Bank contacted the Customer on April 03, 2025, and addressed the Customers concerns.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 04/15/2025

  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 Answer Here]

   They did not help 

  I did the online transaction myself without their unprofessional help 

   

   

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

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

• Initial Complaint

  Date:04/01/2025

  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.

  One infuriating part of this complaint is ***** confiscated the most relevant exchanges with customer service. FOUR requests for access to those messages were denied. Other texts are impossible to export or print. At each step in this gauntlet, I sought *****'s counsel. I was a perfect Apple Pay client. Then, I asked to make split payment in 11/24. I was told yes, but it backfired. ***** swore to forgive $230 interest if I fixed it asap. I did. Yet, I was charged and ***** removed texts. I was upset, but never cursed, insulted or threatened anyone. Yet, ***** employee closed my account without my permission or following protocol, as I learned from ethical employees. I filed a complaint (case #*******************). I spent 7 hours (yes, 7) locating results. All said it did not exist! Then, someone found it. Said it was emailed to me. No. Promised to email results again; so I could file Level II complaint. Never happened. One employee told me stop making payments for six months at 27% compounded daily, then apply to philanthropic program. I sent ***** $1,092 in 3/25 with last payment on 3/19 via iPhone. Today, I found it was never processed. I paid it again. In my follow up, ***** said payment "on hold" until 4/4 because of "reversal" or split payment error made based on their false assurances costing $230 interest. ***** processed other payments since this split-payment issue, immediately. No holds. I receive income on 3rd each month. Bank statements show ***** payments processed on 3rd. Yet, final payment "on hold" for no reason. They invent policies of convenience. Now I paid ***** in full to sever relationship. But they refuse to process final payment until after due date, costing $78. ***** lied at least twice for reasons unknown. It feels personal and *****. I paid balance in full each month for years. No exceptions. Their incompetence caused extreme amount of wasted time and effort. ***** has made it impossible to share texts, but I have shared my bank records.

  Business Response

  Date: 04/15/2025

  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 1, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ***** (the Customer) related to interest assessed on an Apple Card account.
  ******** 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 October 1, 2019. The Customer contacted the Bank on November 9, 2024, to request to close the Apple Card Account. ******** requires Customers to agree to an account closure disclosure prior to processing the request. ******** provided the Customer with the verbal account closure disclosures required to complete the Customers account closure request. ********s records indicate the account closure was processed accurately, as the Customer did consent to the verbal disclosure.
  Paying the monthly balance stops additional interest from accruing. However, since the Customer did not pay the October 2024, monthly balance in full, the account was assessed interest on the November 31, 2024, balance for the days until the Customer paid the full monthly balance. To avoid interest charges, customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, customers are charged interest on the monthly balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement. As a courtesy, the Bank applied a credit in the amount of $25 to partially reimburse the interest charges assessed to the account. ******** is unable to provide the Customer with additional interest reimbursement. The **** has no record of the Customer being advised additional interest would be waived.
  Payments are applied to the outstanding balance on the business day the payment is received. The amount of time it takes for payments made from a bank account to reflect in the available credit can vary based on the payment amount and account history. The Customer should continue making payments on time, over time faster updates should be experienced. The Apple Card Customer Agreement states after receiving a payment, the Bank can immediately increase the available credit, or delay increasing the available credit on the account for a period of time. The Customer can check the status of the available credit by going to the Apple Wallet, online at **************, or by contacting the Bank. The Customers payments in the amounts of $800.00, and $292.05 made on March 1, 2025, and March 28, 2025, was released and reflects in available credit as of March 7, 2025, and April 4, 2025.
  ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. ******** attempted to contact the Customer on April 2. 2025, but was unsuccessful. The Customer can contact the Bank for further information. 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.

  Customer Answer

  Date: 04/21/2025

  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:

  "The Customer contacted the Bank on November 9, 2024, to request to close the Apple Card Account."

  That is not true. I had - but was denied access to - the text messages to prove it's not true. Four requests for those messages were denied and I discovered it is not possible to take screenshots of text messages with customer service. First, those messages assured me that I could make a split payment in November. When that split payment backfired, I contacted them again via text. In those text messages, which they refuse to return to me or discuss with BBB, I was promised they would not charge me $230 in interest if I handled the matter promptly. To be clear, it was. split payment. They still received $1,000 on the first attempt; and I handled the the remaining balance promptly. That was another lie. They still charged me $230 interest - the only interest I paid in the years this account was open. I spoke to an extremely rude ***resentative, who has claimed I asked to close my account but that never happened. What I told her was I might have to close the account if the matter was not settled. Other, more ethical employees informed there was no evidence I had closed my account. They also told me there was a script or list of formal questions she would have asked me before closing the account. None of that ever happened. Ever. When I disovered it was closed, I filed a complaint with the ***************************. When I called back to find out the results, I spent seven hours (seven hours) texting and calling for someone who could even look up the case number. n the meantine, I received nothing but the runaround with their empolyees making up policies. One employee advised me to stop making payments for six months completely, then apply for a philanthropic program. I finally reached someone who could around 11 pm that evening. At this point, I found out the employee lied about closing my account. The *** promised to email me a copy of the ***ort, so I could file a "Level II" complaint. I never received that ***ort, and was never given the promised opportunity to appeal. To be clear, I had been a perfect client, never (ever) paying late, and always paying the full balance at the beginning of the month with this one exception. For this reason, I had a high limit ($12,000) on this account, though I rarely used more than $2,000-$3,000. Payments were not until the 30th. In March, I sent them $1100 to pay off the account in its entireity. I first paid it on 3/19 but it was never processed. I was not notified. I paid it again on 3/27. When I followed up, again by text, I was told there was a hold placed on the payment because it was "slow". THAT IS AN EXTRAORDINARY LIE. Because the hold crossed the due date, I would have owed them even more interest, It had become ***** and personal at this point. I contacted the BBB. Within 24 hours, the payment was processed - and the BBB saved me that last bit of interest for which I very grateful. But ***** and Goldman Sachs continue to lie. One problem is you never know if you're texting a bot, a human, an Apple employee or a Goldman Sachs employee. Except for the fact they are lying about my closing the accout, I just want nothing to do with them again. And that includes both GS and *****. I own an Apple Mac Air, Ipad, Iphone and other products. I will never purchase them again. But I cannot allow either company to lie about what happened or about my track record for paying the full balance on time for years.

   

   

   

   

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

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

  Business Response

  Date: 05/05/2025

  
  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 25, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ***** (the Customer) related to interest assessed on an Apple Card account.
  
  As provided in the Banks previous response, the Bank 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 October 1, 2019. The Customer contacted the Bank on November 9, 2024, to request to close the Apple Card Account. The Bank requires Customers to agree to an account closure disclosure prior to processing the request. ******** provided the Customer with the verbal account closure disclosures required to complete the Customers account closure request. ********s records indicate the account closure was processed accurately, as the Customer did consent to the verbal disclosure.
  
  Paying the monthly balance stops additional interest from accruing. However, since the Customer did not pay the October 2024, monthly balance in full, the account was assessed interest on the November 31, 2024, balance for the days until the Customer paid the full monthly balance. To avoid interest charges, customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, customers are charged interest on the monthly balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement. As a courtesy, the Bank applied a credit in the amount of $25 to partially reimburse the interest charges assessed to the account. ******** is unable to provide the Customer with additional interest reimbursement. ******** has no record of the Customer being advised additional interest would be waived.
  
  Payments are applied to the outstanding balance on the business day the payment is received. The amount of time it takes for payments made from a bank account to reflect in the available credit can vary based on the payment amount and account history. The Customer should continue making payments on time, over time faster updates should be experienced. The Apple Card Customer Agreement states after receiving a payment, the Bank can immediately increase the available credit, or delay increasing the available credit on the account for a period of time. The Customer can check the status of the available credit by going to the Apple Wallet, online at **************, or by contacting the Bank. The Customers payments in the amounts of $800.00, and $292.05 made on March 1, 2025, and March 28, 2025, was released and reflects in available credit as of March 7, 2025, and April 4, 2025.
  ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  This complaint may pertain to *********, as the Customer claims wrong information was being provided by ***** agents. Please direct this complaint to the appropriate company.
  
  CORRECT COMPANY: ***********
  
  ******** does not have further information to provide, and the Banks response will not change. Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/31/2025

  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.

  My Apple Card ******************************** wrongfully closed and was not given a reason once requested. I reached out to costumer support and they said I was right my account was closed my mistake . I was supposed to receive update and never did nor an email either my case number . After a week I reach out to see the progress and was told there was no mistake and that the first ********** was spreading misinformation. I have screenshots attached below of my conversation with support of them stating my account was closed by mistake . I also attached pictures of me receiving no emails of my claim. When I asked why was my account was closed they said I violated terms and conditions but did not give a specific reason because this completely took me by surprise Ive been a customer for over 5 years never missed a payment did not commit any fraud and violate any terms and conditions which is how all this came about and what made me reach out. After further investigation they did admit it was a mistake but after a week of not hearing back I reach out to be told there wasnt a mistake make and that the decision to close my account is upheld. The funny thing is the second time reaching out they said they did the investigation but still cant tell me how I violated the terms and conditions starting to believe because I didnt not violate the terms and conditions. I conspiracy that this has to do with Goldman Sachs parting ways with ***** Card and the companies parting ways but I digress. Long story short my account was randomly closed on me I reach out to as why I was told due to violating terms and conditions. I read them I did not violate any terms . I asked what specifically I did they couldnt answer so I disputed and an investigation was open which turns out it was a mistake . After following up I was then told it was not a mistake . So if they was the conclusions of their investigation then they should be able to give me a reason as to why it was closed by they cant .

  Business Response

  Date: 04/14/2025

  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 1, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ****** (the Customer) related to an Apple Card account closure.
  
  ******** conducted an investigation and confirmed an inadvertent communication error occurred. As part of the Banks review process, the Bank identified red flags related to the Customers account. Based on an investigation, and in accordance with the Apple Card Customer Agreement, the Bank closed the account and sent the Customer an email informing of the account closure on March 12, 2025. ******** is unable to provide additional information related to the investigation.
  
  ******** conducted a review of interactions and confirmed the Customer was provided misinformation that the account was closed in error. ******** regrets the frustrations the Customer experienced. ******** contacted the Customer on April 4, 2025, to address any concerns.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/27/2025

  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.

  I reported a fraudulent charge of $500 from ****************** (AS) for ghostwriting services since I did not make purchase from them but was apparently made from ********************* (AAH). The person working on my book stopped working at *** so *** stated they will refund me everything since they could not offer me same deal that I purchased from person that left the company but they never refunded the $500 paid for ghost writing services. They confirmed that they refunded me the $500 multiple times and then stopped responding to me. I reported it to Goldman Sachs (GS) and GS requested evidence so I provided the email transcripts stating that I will be given refund but that it has been sent to me. GS sent me notice that my request has been denied because AS says they have provided proof that services were received by me. I try to contact ************** but their website just shows location of a mailbox center, their phone number does not work and no one responds to email so it seems they are a fake company but somehow GS is able to communicate with them. I ask GS to provide contact info with the company so they can either refund me or write the book for me and GS says they will email it to me but I never receive the contact info. ** keeps reopening investigation and keeps requesting the emails stating that I am to receive refund but GS keeps saying the AS says they delivered the product. I've never had any communication with AS and I request GS to request that AS to contact me with my contact info and GS agrees that they will provide my contact info to AS and require them to contact me. I must explain everything every time I talk to anyone at GS. It is a fraudulent charge from a fraudulent company and I'm receiving no buyer protection so please refund me.

  Business Response

  Date: 04/10/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 27, 2025. ******** appreciates the opportunity to address the concerns raised by **** ******* (the Customer) related to a transaction dispute with the *************************** in the amount of $500.00.
  ******** conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transaction on October 28, 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 merchant because the merchant provided evidence proving services were rendered. As a result, the temporary credit that was applied to the Customers account was reversed on December 12, 2024. ******** sent the Customer an email detailing the dispute outcome.
  The Customer reopened the transaction on December 12, 2024, and February 28, 2025. ******** 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 February 28, 2025, and March 27, 2025. ******** sent the Customer an email detailing the dispute outcome.
  The dispute was reopened on March 27, 2025, 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 of the merchant confirming the refund was processed. According to the Banks records, no refund posted to the Customers account. As a result, the temporary credit that was applied to the Customers account was made permanent on April 1, 2025. ******** sent the Customer an email detailing the dispute outcome. The Bank regrets the frustrations the Customer experienced.
  ******** attempted to contact the Customer on April 8, 2025 but was unsuccessful.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 04/10/2025

  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:03/26/2025

  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.

  My CH11 was discharged in 2021 and the case was closed in 2022 with my GS Bank/AppleCard being included in the filing/discharge. I paid the amount owed to ******* as part of my plan and the case was closed as the plan was fully paid. In 2023 ******* started ***orting my account as a charge off with a balance due which has affected my credit score and is completely against federal law. I have contacted ******* numerous times at ************ and am ***eatedly told my account is included in the ** and they will fix the error. For over 1.5 years I am still waiting. I am now being told I am being denied a mortgage as a result of this erroneous information ***orted on Experian and ********** unless I can provide confirmation of the full discharge and zero balance remaining. I contacted ******* at ************ today 3/26/25 and was told the error was on their side and was provided a case number ****. I asked the ********** **** if I could call back with a credit bureau *** and he stated I could. 15 minutes later I spoke to ******* a ********** who told me **** shouldn't have said anything and that I needed to speak with my lawyer. She then hung up on me as well as the credit ***orting ***resentative. I then called back and got *******, a third ********** who knew absolutely nothing about federal law and thought I needed to pay the balance. When I corrected her on how the law works she said I needed to call my lawyer. She too told me she was the highest authority when I asked to speak with her **********. I thought ***** ******* was the CEO but apparently not. If I do not get this account corrected immediately and in writing I will be filing suit against ******* for breaking federal ** law and for damages for the loss of $170,000 in ******* money and legal fees for being denied a mortgage as a result of ** ***** error which is fully documented.

  Business Response

  Date: 04/09/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 26, 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. The **** confirmed the account was reported accurately to the **************************** According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on November 11, 2019. 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. ******** received documentation advising the Customer had filed for Chapter 11 Bankruptcy on December 02, 2020. The **** confirmed the Chapter 11 bankruptcy was terminated on August 03, 2022. ******** has no further records of the Customer filing for an additional bankruptcy. ******** confirmed the account was closed as of February 28, 2021. The account balance was charged off on April 30, 2023, as a result of the Customer failing to make a payment to satisfy the minimum amount due by January 31, 2021. The Customer is liable for the balance on the account in the amount of $12,571.75 as of April 7, 2025.
  ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address provided by the Customer. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting. ******** is unable to provide the Customer with compensation. ********************** ******** does not provide legal advice.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 04/09/2025

  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:

  GS BANK continues to violate my rights according to the Fair Credit Reporting Act as well as Federal Bankruptcy Law. In accordance with both, a creditor of a discharged debt can only report the discharged debt as ZERO dollars owed and not contain ANY language regarding "charge off." A creditor of a discharged debt can only contain language such as "Discharged" or "included in Chapter 7, 11, or 13. 

  By ** ***** response, they continue in writing to state that I owe this debt that they admit they reviewed and see the FEDERAL COURT ORDER discharging this debt and closed the case after the discharge and payment of the plan. This is a clear violation of federal law are ignoring what a DISCHARGE OF DEBT means. 

  As their representative told me on a recorded line, "I don't owe anything to the bank and it's a reporting error on their side." They provided a case number stating they would correct and this BBB response directly contradicts that statement which I have documented. 

  Once again, a creditor on a discharged debt MUST list the balance owed as ZERO on a consumer credit report and the only notation can be that it was "included in bankruptcy, discharged in bankruptcy, or similar." Any commentary regarding CHARGE OFF or a balance owed directly contradicts the bankruptcy discharge induction and robs a consumer of the "fresh start" granted during the process. 

  I expect a ******* representative with a knowledge of how the law works to go back, review the case and the discharge, listen to the recorded conversation with their representative stating they will fix, and right their wrong with immediate effect. They simply need to fix the reporting to ZERO Balance, notate "Included in Bankruptcy," and remove the verbiage "charge off" from the reporting. If they do not, I will retain counsel to file suit to protect my rights and pursue compensation for my losses and time. 

   

   

   

   

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

  Business Response

  Date: 04/21/2025

  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 Apple Card.
  As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. The **** confirmed the account was reported accurately to the ************************** ******** received documentation advising the Customer had filed for Chapter 11 Bankruptcy on December 02, 2020. The **** confirmed the Chapter 11 bankruptcy was terminated on August 03, 2022. ******** has no further records of the Customer filing for an additional bankruptcy. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  
  According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on November 11, 2019. 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.
  
  ******** confirmed the account was closed as of February 28, 2021. The account balance was charged off on April 30, 2023, as a result of the Customer failing to make a payment to satisfy the minimum amount due by January 31, 2021. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address provided by the Customer. The Customer is liable for the balance on the account in the amount of $12,571.75 as of April 7, 2025.
  
  ******** is unable to provide the Customer with compensation. ********************** ******** does not provide legal advice.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One year ago, I sent a package using ****** I was to pay $45 for this shipment. I was charged $114 instead with no details given. I provided Apple Goldman Sachs my receipt stating that the charge should have been $45. I have been disputing this charge for the past year. Finally, after much mental duress, I paid it in full today since ***** refused to reopen the dispute, or send details about the charge or any communication with the merchant that they had had. Today, I closed this card as well, since I do not feel safe with their handling of my information should I be erroneously or fraudulently charged for something again while it was open. This will negatively impact my credit score.

  Business Response

  Date: 04/07/2025

  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 March 21, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ****** (the Customer) related to a transaction dispute with the merchant ***** in the amount of $81.47.                                                                                                                              The Bank conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transactions on February 3, 2024 and April 22, 2024. The Bank applied a temporary credit while the dispute was investigated. Based on the investigation, the Bank resolved the dispute in favor of the merchant because no evidence was provided to confirm the price of the package. As a result, the temporary credit that was applied to the Customers account was reversed on April 22, 2024 and June 26, 2024. The Bank sent the Customer an email detailing each dispute outcome. The Customer reopened the disputes June 26, 2024, August 29, 2024, October ******* and December 18, 2024. The Bank applied a temporary credit while the dispute was investigated. Due to a processing error, the dispute was resolved incorrectly in the merchants favor. As a result, the temporary credit was reversed on August 29, 2024, October 28, 2024, December 18, 2024 and February 25, 2025. The Bank sent the Customer an email detailing the dispute outcome.The dispute was re-investigated on March 31, 2025. The dispute was ruled in the Customers favor because the Customer provided evidence proving the price of the package. As a result, a credit of $81.47 was applied to the Customers account on April 3, 2025. The Bank conducted a review of interactions and was unable to locate any record the Customer was denied the option to reopen the dispute. There was no record of the Customer requesting merchant evidence. The Bank confirmed, there is no merchant evidence to provide. The Bank regrets the frustrations the Customer has experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 04/07/2025

  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:

  I have made multiple attempts to inquire about an actual bill or record of any investigation that was conducted by Goldman Sachs. I will upload those details shortly. It is obvious you have no idea what is actually going on at your company, or the text-based customer service is simply AI. 

   

   

   

   

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

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

  Business Response

  Date: 04/24/2025

  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. ******** appreciates the opportunity to address the concerns raised by ***** ****** (the Customer) related to a transaction dispute with the merchant ***** in the amount of $81.47.
  ******** conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transactions on February 3, 2024, and April 22, 2024. ******** applied a temporary credit while the dispute was investigated. Based on the investigation, the Bank resolved the dispute in favor of the merchant because no evidence was provided to confirm the price of the package. As a result, the temporary credit that was applied to the Customers account was reversed on April 22, 2024, and June 26, 2024. ******** sent the Customer an email detailing each dispute outcome.
  The Customer reopened the disputes June 26, 2024, August 29, 2024, October 28, 2024, and December 18, 2024. ******** applied a temporary credit while the dispute was investigated. Due to a processing error, the dispute was resolved incorrectly in the merchants favor. As a result, the temporary credit was reversed on August 29, 2024, October 28, 2024, December 18, 2024, and February 25, 2025. ******** sent the Customer an email detailing the dispute outcome.
  The dispute was re-investigated on March 31, 2025. The dispute was ruled in the Customers favor because the Customer provided evidence proving the price of the package in the amount of $35.00. As a result, a credit of $81.47 was applied to the Customers account on April 8, 2025. The are no additional documents the Bank can provide at this time.
  ******** conducted a review of interactions and was unable to locate any record the Customer was denied the option to reopen the dispute. There was no record of the Customer requesting merchant evidence. ******** confirmed, there is no merchant evidence to provide. ******** regrets the frustrations the Customer has experienced. The Customer should contact the Bank directly with questions or concerns related to the 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.

  Customer Answer

  Date: 04/25/2025

  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:03/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2024, I had a medical illness that landed me in the *** for a week. I was out of work for a few months after that. During this time, I maxed out my Apple Card in order to pay my bills. Now that I have recently returned to work and have started earning a wage, I have been responsibly paying off my cards that I had to use during my time of illness. Last week I paid off the Apple Card balance in full, bringing the balance owed from $3500 to $0. I would like to add that I made this payment with a loan that I received from ******, which is who I use for my small business transactions. The loan amount was $6650, and I used over half of that to bring my Apple Card balance up to date. The loan was to help me get back on my feet financially (ordering supplies, lease, etc for my business). Four days later, I received an email telling me that my credit limit had been dropped from $3500 to $500, meaning that they took my good faith payment and then punished me for doing so. I just lost $3500, and what GS is doing is predatory and unethical.Seeing that Goldman is already in legal trouble for this type of behavior, it does not benefit them to continue operating this way. I expect a resolution from them promptly, and if that does not happen, I will proceed from there.

  Business Response

  Date: 04/04/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 24, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ****** (the Customer) related to the Credit limit for the Apple card.
  ******** conducted a review of the account and confirmed no Bank error occurred. During the application process the Customer is provided with and must consent to the Apple Card Customer Agreement including the Credit Report Authorization which discloses that the Customer agrees that the Bank may review the Apple Card account history and credit bureau information regularly to maintain and service the account. This is a standard practice for financial institutions, as it helps to assess the Customers creditworthiness and manage any potential risks associated with the account. On March 19, 2025, the Bank reduced the Customers credit limit as part of a standard risk assessment. Consequently, and in adherence with applicable law, the Bank sent the Customer an email notifying them of the change and detailing the reasons for the new credit limit.
  ******** is unable to reverse previous credit limit decisions. ******** occasionally evaluates Apple Card accounts for credit limit increases, and the Customers account may be considered at that time. Customers may also choose to apply for a credit limit increase at any point, though the Bank recommends waiting 12 months.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 04/08/2025

  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:

  This corporate blank statement reasoning is not acceptable to me. They did not lower my credit limit on my card or email me about doing so until AFTER I paid off the balance in full. The statement that my use shows evidence of "financial trouble", because I maxed the card, is correct. I WAS in financial trouble. I suffered a near-fatal GI bleed and was out of work for a couple of months. As soon as I was able, I returned to work and paid off the FULL balance, as I was no longer in financial trouble. But now that this company plainly "took the money an ran" while I was recovering from a vulnerable medical and financial situation and made a good faith payment in full, it has put me back into financial trouble as I no longer have access to those funds ($3,000). You take advantage of people when they are in need, and then penalize them for paying off their balance. This is gross and totally unethical.  

   

   

   

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

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

  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 28, 2025.******** appreciates the opportunity to address the concerns raised by ******* ****** (the Customer) related to the Credit limit for the Apple card.
  
  ******** conducted a review of the account and confirmed no Bank error occurred. During the application process the Customer is provided with and must consent to the Apple Card Customer Agreement including the Credit Report Authorization which discloses that the Customer agrees that the Bank may review the Apple Card account history and credit bureau information regularly to maintain and service the account. The customer consented to the Apple Card Customer Agreement on June 25, 2024. This is a standard practice for financial institutions, as it helps to assess the Customers creditworthiness and manage any potential risks associated with the account. On March 19, 2025, the Bank reduced the Customers credit limit as part of a standard risk assessment.Consequently, and in adherence with applicable law, the Bank sent the Customer an email notifying them of the change and detailing the reasons for the new credit limit.
  
  ******** is unable to reverse previous credit limit decisions. ******** occasionally evaluates Apple Card accounts for credit limit increases, and the Customers account may be considered at that time. Customers may also choose to apply for a credit limit increase at any point, though the Bank recommends waiting 12 months.
  
  According to the Banks records, the Customer applied for a credit limit increase on March 20, 2025, and March 21, 2025. ******** carefully reviewed the Customers Apple Card account history and any new credit bureau information received as part of servicing the account. ******** was unable to approve the Customers credit limit increase request. Consequently, and in adherence with applicable law, the Bank sent the Customer an email on March 20, 2025, and March 21, 2021, detailing the reasons why the Bank could not approve the request.
  
  ******** does not have further information to provide and considers this matter closed.
  

  Customer Answer

  Date: 06/23/2025

  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:

  They notified me of my credit limit decrease AFTER I made a $3000 payment to pay the balance owed, which should've changed my credit usage to close to 15% usage. Again, this is predatory lending, taking advantage of someone for making a large payment to bring the balance to an appropriate amount. I have had serious medical issues in the past 8 months, and this has set me back financially in a significant way. I'm not going to keep going back and forth on this. What they did was lousy, and if I can take legal action I am going to do so. 

   

   

   

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

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