Consumer complaint received 2024-05-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
I got an email from XXXX XXXX that is pasted below, I will explain the situation after the disclaimer : OFFER : **************************************************************************************************** EARN {$100.00} WITH A NEWAPPLECARD ACCOUNT Get a newAppleCard by XXXX and spend $ XXXX withApplePay XXXX your first 30 days to earn {$100.00} back.Plus a Total of 10 % BackAllAppleCard customers can enjoy a total of 10 % back, on up to {$500.00} in purchases, when usingAppleCard withApplePay XXXX XXXX to XXXX. Terms apply.After that, get unlimited 3 % back XXXXfor all yourAppleCard withApplePay purchases. 

Learn More XXXX  MenWomenKids Get free shipping on $ XXXX as aXXXXLearn More. 

XXXX, XXXX All Rights Reserved XXXX XXXX XXXX, XXXX XXXX Oregon XXXX Privacy PolicyGet HelpUnsubscribeWeb Version Offer Terms XXXX {$100.00} get {$100.00} offer : Subject to credit approval. Valid only for newAppleCard accounts opened XXXX through XX/XX/24 ( Offer Period ). This offer is not available to applicants who have had this card or who have another pending or approved application for the card.Earn {$100.00} XXXX XXXX when you make Qualifying Purchases XXXXtotaling {$100.00} or more within 30 days of account opening usingAppleCard withApplePay. Qualifying Purchases XXXXinclude purchases made within the U.S. usingAppleCard withApplePay at XXXX, XXXX, theXXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( collectively XXXX ). Excluded from Qualifying Purchases areXXXX sold outside of XXXX  by third party merchants.Qualifying Purchases can only be made by the NewAppleCard account holder who opens a newAppleCard account during this offer period. NewAppleCard account holder does not include Co-Owners or Participants added to anAppleCard Family during the offer period. This means Qualifying Purchases made byAppleCard Family members will not be included towards theAppleCard account holders qualifying spend. Limit one offer per newAppleCard account. Returns and refunds of Qualifying Purchases during offer period will delay receipt of your XXXX XXXX back. Once {$100.00} in Qualifying Purchases have posted to your newAppleCard account, you can choose to direct the earned {$100.00} XXXX XXXX to a Savings account or to anAppleCash card. If you do not have either set up to receive your Daily Cash, it can be applied as statement credit.AppleCard and Savings accounts are issued or provided by Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX, Member FDIC. TheAppleCash card is issued by XXXX XXXX XXXX  XXXX FDIC. Actual posting times vary by merchant. XXXX XXXX is subject to exclusions, and additional details apply. See theAppleCard Customer Agreementfor more information. If we determine that you have engaged in or plan to engage in abuse or gaming in connection with this offer, you will not be eligible for this XXXX % XXXX XXXX : XXXX XX/XX/24 through XX/XX/24 ( Offer Period ). All ExistingAppleCard holders will earn a total of 10 % XXXX XXXX on up to {$500.00} in total Qualifying Purchases made XXXX XXXX XXXX. The 10 % earn rate includes the 3 % standard earn XXXX plus an additional 7 % bonus earn. The maximum total XXXX XXXX you can earn through this offer is {$50.00} ( which is {$35.00} in XXXX XXXX XXXX ). Qualifying Purchases XXXX  purchases made within the U.S. by ExistingAppleCard holders usingAppleCard withApplePay at XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX  ( collectively XXXX ). Excluded from Qualifying Purchases XXXX  sold outside of theXXXX by third party merchants.ExistingAppleCard holders are defined as current Owners, Co-Owners, Participants orAppleCard holders who mergeAppleCard accounts during Offer Period.Total qualifying spend is determined independently for ExistingAppleCard holders within the sameAppleCard Family. This means that each ExistingAppleCard holder within the sameAppleCard Family is eligible to earn a total of 10 % back, up to {$50.00} XXXX XXXX, based on their own Qualifying Purchases XXXXusing XXXXheirAppleCard withApplePay, subject to {$500.00} total qualifying spend. After meeting the {$500.00} maximum spend amount, all purchases made XXXX earn the XXXX XXXX rate noted in yourAppleCard Customer Agreement. You can choose to direct XXXX XXXX to a Savings account or to anAppleCash card. If you do not have either set up to receive your XXXX XXXX, it can be applied as statement credit.AppleCard and Savings accounts are issued or provided by Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX, Member FDIC. TheAppleCash card is issued by XXXXXXXX XXXX XXXX, XXXX FDIC. Actual posting times vary by merchant. XXXX XXXX is subject to exclusions, and additional details apply. See theAppleCard Customer Agreementfor more information. If we determine that you have engaged in or plan to engage in abuse or gaming in connection with this offer, you will not be eligible for this XXXX. 3 % XXXX XXXX is not available XXXX-branded stores outside the United States.To access and use all the features ofAppleCard, you must addAppleCard to XXXX on an XXXX or XXXX with the latest version of XXXX or XXXX. Available for qualifying applicants in the United States. Issued by Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX you reside in the U.S. territories, please call Goldman Sachs at XXXX with questions aboutAppleCard. 












XXXX  MenWomenKids Get free shipping on $ XXXX as XXXX.Learn More. 

XXXX, XXXX All Rights Reserved XXXX XXXX XXXX, XXXX XXXX Oregon XXXX MenWomenKids Privacy PolicyGet HelpUnsubscribeWeb Version Offer Terms XXXX {$100.00} get {$100.00} offer : Subject to credit approval. Valid only for newAppleCard accounts opened XXXX through XX/XX/24 ( Offer Period ). This offer is not available to applicants who have had this card or who have another pending or approved application for the card.Earn {$100.00} XXXX XXXX when you make Qualifying Purchases atNiketotaling {$100.00} or more within 30 days of account opening XXXX XXXX. Qualifying Purchases atNikeinclude purchases made within the XXXX XXXX XXXX at XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). Excluded from Qualifying Purchases areXXXXproducts sold outside of theXXXX by third party merchants.Qualifying Purchases can only be made by the NewAppleCard account holder who opens a newAppleCard account during this offer period. NewAppleCard account holder does not include Co-Owners or Participants added to anAppleCard Family during the offer period. This means Qualifying Purchases made byAppleCard Family members will not be included towards theAppleCard account holders qualifying spend. Limit one offer per newAppleCard account. Returns and refunds of Qualifying Purchases during offer period will delay receipt of your XXXX XXXX back. Once {$100.00} in Qualifying Purchases have posted to your newAppleCard account, you can choose to direct the earned {$100.00} XXXX XXXX to a XXXX account or to anAppleCash card. If you do not have either set up to receive your Daily Cash, it can be applied as statement credit.AppleCard and Savings accounts are issued or provided by Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX, Member FDIC. TheAppleCash card is issued by XXXX XXXX XXXX XXXX FDIC. Actual posting times vary by merchant. XXXX XXXX is subject to exclusions, and additional details apply. See theAppleCard Customer Agreementfor more information. If we determine that you have engaged in or plan to engage in abuse or gaming in connection with this offer, you will not be eligible for this XXXX % XXXX XXXX : XXXX XX/XX/24 through XX/XX/24 ( Offer Period ). All XXXX holders will earn a total of 10 % XXXX XXXX on up to {$500.00} in total XXXX Purchases made XXXX XXXX XXXX. The 10 % earn rate includes the 3 % standard earn onNikepurchases plus an additional 7 % bonus earn. The maximum total XXXX XXXX you can earn through this offer is {$50.00} ( which is {$35.00} in Bonus Daily Cash ). Qualifying Purchases atNikeinclude purchases made within the XXXX by ExistingAppleCard holders usingAppleCard withApplePay at participatingXXXXXXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). Excluded from Qualifying Purchases areXXXX sold outside of theXXXX by third party merchants.ExistingAppleCard holders are defined as current Owners, Co-Owners, Participants orAppleCard holders who mergeAppleCard accounts during Offer Period.Total qualifying spend is determined independently for ExistingAppleCard holders within the sameAppleCard Family. This means that each ExistingAppleCard holder within the sameAppleCard Family is eligible to earn a total of 10 % back, up to {$50.00} XXXX XXXX, based on their own Qualifying Purchases atXXXXusing theirAppleCard withApplePay, subject to {$500.00} total qualifying spend. After meeting the {$500.00} maximum spend amount, all purchases made XXXX earn the XXXX XXXX rate noted in yourAppleCard Customer Agreement. You can choose to direct XXXX XXXX to a XXXX account or to anAppleCash card. If you do not have either set up to receive your Daily Cash, it can be applied as statement credit.AppleCard and Savings accounts are issued or provided by Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX, Member FDIC. TheAppleCash card is issued by XXXXXXXX XXXX XXXX XXXX FDIC. Actual posting times vary by merchant. XXXX XXXX is subject to exclusions, and additional details apply. See theAppleCard Customer Agreementfor more information. If we determine that you have engaged in or plan to engage in abuse or gaming in connection with this offer, you will not be eligible for this XXXX. 3 % XXXX XXXX is not available atNike-branded stores outside the XXXX XXXX XXXX and use all the features ofAppleCard, you must addAppleCard to XXXX on an XXXX or XXXX with the latest version of XXXX or XXXX. Available for qualifying applicants in the United States. Issued by Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX you reside in the U.S. territories, please call Goldman Sachs at XXXX with questions XXXX. '' **************************************************************************************************** Situation I encountered : So I opened a new apple card, I don't think I clicked the link in the email but since the email didn't specify I had to click the link, I didn't think much of it. 
I opened a new apple card and purchased from nike.com - copying the cc number/. expiration date / cvv ( I did not use apple pay during my first transaction ). I reached out to Apple a few days later asking where my {$100.00} bonus is, they said I have to use Apple Pay ( again I just missed this the first time around and didn't read the disclaimer ), and said I could either return or purchase again. 
No problem, I made another purchase with XXXX- this time used apple pay, I read the disclaimer before my purchase and everything looked good. 
Now I reached out to Apple again to ask where my {$100.00} bonus is then they came in with " new requirements '' that were certainly not listed in the promo email. 
Here is my proof of communication with support : Apple : Can you please tell me if you made the purchase using the link on the email you received? 

XXXX XXXX : yes XXXX wait the link on the email i received? 

Apple : Correct. 

XXXX XXXX : I received the promo email at XXXX, i opened a new apple card, then purchased from XXXX using apple pay - my XXXX account is under XXXX not sure if that answers your question Apple : Thank you for clarifying. 
In this case, I can see there is a different email on the Apple Card account used for the transaction. for this promotion to work with your account, it should be the one linked to the one on this account. 

XXXX XXXX : but apple card by default goes to my XXXX XXXX 

Apple : I understand, but the gmail email you provided is not the one you have linked to this account. 

XXXX XXXX : my XXXX account or apple? 
the disclaimer in my email doesnt say anything about this requirement Apple : When you receive an email with a promotion from Apple , it has a link you have to click on to apply the promotion. 

XXXX XXXX : XXXX can you do anything for me lol because that was never clarified or noted that i must click the link in the email at the end of the day, i still opened the account, made the purchase with apple pay as required, same XXXX email Apple : Let me review a bit more. 
Thank you for your time and patience. I am still checking. 
I was reviewing your account and I can see that with the one that you made the purchase with originally, was the Virtual Apple card. For the promotion, XXXX XXXX is the XXXX required to be used, so the promotion can not be applied to another transaction. 

XXXX XXXX : right but my most recent transaction fulfills the XXXX XXXX requirement XXXX : Yes, XXXX are correct, the first purchase you made was the one that activated the promotion, however since it was not made with the correct payment method, the offer was used even when it was not applied. 

XXXX XXXX : how would ; the offer be used even if not applied? thats contradictory the offer either activates and giving me {$100.00} daily cash, or it doesnt activate at all XXXX : I understand it can be a bit confusing, however the link is to be used only once. That is why the second purchase did not applied. 

XXXX XXXX : thats really odd, can you ask your supervisor please? this seems like a very difficult situation honestly, as ive made XXXX purchases at this point XXXX : No problem, let me go ahead and refer this conversation with a supervisor, XXXX : XXXX, XXXX! My name is XXXX, and I am an Apple Card Supervisor at Goldman Sachs. I understand that you need assistance with a promotion from XXXX, and you had a diffrent email on your account, correct? 

XXXX XXXX : yes, my apple card is linked with another email ; my XXXX email ( the email I received the promo at ) is XXXX the previous rep, respectfully, had a lot of contradictions honestly ; i mentioned that if i needed to click the link in the email for the promo to qualify then it should be listed in the disclaimer or the email itself. then i was told that even though i used apple pay on my second XXXX transaction, since i already bought something at XXXX using my digital card number - then this would mean the promotion was already used somehow I was reviewing your account and I can see that with the one that you made the purchase with originally, was the Virtual Apple card. For the promotion, XXXX XXXX is the XXXX required to be used, so the promotion can not be applied to another transaction.. the first purchase you made was the one that activated the promotion, however since it was not made with the correct payment method, the offer was used even when it was not applied. though again the disclaimer says nothing about this requirement that i must get it right on the first try XXXX : Thank you, XXXX. In this case, the promotion is not valid since the account had a diffrent email from the one you received. 

XXXX XXXX : but the apple card by default will sign me up to my apple email i cant have an apple card linked to my non-apple email XXXX XXXX : and if so, this definitely should ve been laid out in the disclaimer Apple : XXXX, I'm sorry to mention that the email associated with your account in the moment you created it has to be the same one that you have associated with your Apple ID. 
This is a necessary security step that we must stick for. 

// end support. 


Now clearly there are new requirements such as " you must use the same email to open the card that we sent the promotional email to ( i.e. XXXX is where the promo email was sent to and you " must '' open the apple card under that email in order to qualify for the promotion ) and this was never listed in the promotional disclaimer. 
Second requirement that they surprised me with was when they said you must click the promotional link : " When you receive an email with a promotion from Apple, it has a link you have to click on to apply the promotion. '' This was never listed in the disclaimer. 

The third surprise requirement, " Yes, XXXX are correct, the first purchase you made was the one that activated the promotion, however since it was not made with the correct payment method, the offer was used even when it was not applied. '' how would the promotion be activated but not fulfilled? If I made the correct purchase the second time around that should have activated the offer, there's no logical sense that I activated the offer and that the offer was " used even when it was not applied ''. Even if so it must all be in the disclaimer Clearly the requirements of the offer were moved like a goalpost, which was and is very frustrating. not just for myself but for anyone else who receives similar offers. I should have received {$100.00} cash back the second time I made the purchase. 


I have attached : proof of support messages proof of original offer email proof of XXXX XXXX purchases

Company response to consumer: Closed with monetary relief