Consumer complaint received 2021-10-19
Company: GOLDMAN SACHS BANK USA
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
I have applied for Apple Card by Goldman Sachs multiple times with the same generic decline message each and every time. On my XXXX, XXXX, and XXXX credit files I have placed an initial fraud alert. This alert prompts lenders to call and verify a credit application made in my name, as well as notifies lenders to take extra steps to verify my identity before extending credit. I have this in place to help deter potential identity theft. 

After each application, I called Apple Card credit customer service XXXX, with the same reason for my call. Nobody from the customer service department or the fraud department could give me any further details pertaining to being unable to verify my identification information. Citing they can not provide such specific details due to privacy reasons. All these representatives direct me to the apple website to learn how the Apple Card application is reviewed as well as the Apple Card requirements at https : //support.apple.com/en-us/HT209218. They instruct me to ensure ( which it obviously does ) that my information on my application matches the information associated with my Apple ID and the information listed on my State ID which I also was asked to upload a front and back photo of. 

The representatives all then instruct me to simply re-apply since it doesnt affect my credit unless its approved. At this point in each conversation I am clearly frustrated because the representatives just do not read the previous notes left on my file from the representative I spoke to prior to them. 

After being told they can not provide me any information and to re-read the website for the requirements, I begin to tell each Apple Card representative that the reason my identity can not be verified is because nobody is calling me for the FACTA fraud alert on my credit bureaus as they are instructed to do when I complete a credit application. This is the most troubling part, because not a single representative even knew what a FACTA fraud alert is. So when I question why hasnt anybody contacted me yet to verify my identity, there is no response on their end. Literally silence. They simply can not answer the question. Or they apologize and state that this is their process and this was my outcome. So I proceed to re-explain to a financial institution representative who, by the nature of their job, should be fluent in basic credit terminology that bottom line- the reason my application isnt being approved is because nobody from Goldman Sachs is adhering to the FACTA alert and is just declining my application. 

But its no problem because I can keep re-applying and it does no harm, right? Wrong. Because now I am being declined for applying too many times. HOW FRUSTRATING! Considering I was only re-applying under instruction from the countless Apple Card representatives I have spoken with. 

Finally today XXXX/XXXX/2021, I get a knowledgable Fraud department Supervisor named XXXX. When I tell you that as soon as I said the words Fraud Alert he instantly knew what was happening with my application. He was in just as much disbelief as me that not a single representative from his company knew what I was trying to explain. Even more disbelief that nobody that reviews applications for Apple Card Goldman Sachs is following the FACTA protocol by contacting me as instructed by the credit application prompt from the credit bureaus. According to XXXX, he has filed complaints internally with all of his supervisors and clearly notated FACTA ALERT on my notes. 

At this time, everything feels morally and ethically wrong, and discriminatory. My mind is blown by the fact that I applied so many times and never received a single phone call to verify my identity. Also more troubling is the fact that I am now instantly being declined for applying too many times. These alerts are supposed to be followed, and Goldman Sachs needs to be held accountable for not adhering to FCRA and CFPB fair treatment of consumers. 

Here are the dates and responses for all of the Apple Card applications I have submitted : XX/XX/2021 Your application was not approved at this time because you have applied a number of times and we can not verify the information you have provided at this time XX/XX/2021 Your application was not approved at this time because you have applied a number of times and we can not verify the information you have provided at this time XX/XX/2021 Your application was not approved at this time because we are unable to verify your identification information XX/XX/2021 Your application was not approved at this time because we are unable to verify your identification information XX/XX/2021 Your application was not approved at this time because we are unable to verify your identification information XX/XX/2021 Your application was not approved at this time because we are unable to verify your identification information

Company response to consumer: Closed with explanation