Consumer complaint received 2023-04-07 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a credit reporting company's investigation into an existing problem — Problem with personal statement of dispute
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
Hi, below is the shortened version of my complaint : I am writing to file a complaint regarding my Apple Card account, managed by Goldman Sachs Bank USA. The issue involves inaccurate reporting of late payments and their negative impact on my credit score. 

Issue Overview : - Two 30-day late payment marks were inaccurately reported for XX/XX/XXXX and, most recently, XX/XX/XXXX. 
- A new, unexplained 30-day late payment mark for XX/XX/XXXX. 
- XXXXpoint credit score loss due to these negative marks. 
- Inability of Apple Card representatives and Goldman Sachs Bank USA - Analysts to resolve the issue or provide adequate explanations. 

Background : I have been trying to resolve this issue since XX/XX/XXXX, making multiple calls, submitting disputes, and requesting complaint submissions. Despite repeated assurances from Apple Card representatives that the late payment marks would be removed, the issue persists.

Impact : I am currently six months into a XXXX XXXX, and this situation has caused significant stress and negatively impacted our housing plans and overall credit report. 

Previous Attempts at Resolution : I have contacted Apple Card representatives, level 2 and 3 supervisors, and Goldman Sachs Bank USA Analysts multiple times between XX/XX/XXXX and XX/XX/XXXX, but the problem has not been resolved. It has worsened with an additional, unexplained late payment mark for XX/XX/XXXX. 

Request for Investigation : I kindly ask that your department investigate this complaint, review the detailed notes and call recordings from my interactions with Apple and Goldman Sachs Bank USA, and correct the inaccuracies on my Apple Card account.

Additional Information : Please note that the first email I received in response to my dispute did not address my complaint about the 30-day late payment mark for XX/XX/XXXX but instead discussed interest charges. 

I can provide detailed notes, email records from Apple showing the late payment notices they sent despite my timely payments, and the email dispute correspondence that continues to deny my dispute. 

Thank you for your attention to this matter. I look forward to a prompt and just resolution. 

_______________________________________________ Below is the longer, in-depth detail regarding my complaint : I am writing to request your assistance in a complaint case against Apple Inc. Credit Card due to their negligence in handling my credit reporting issue, which has significantly impacted my credit score, financial standing, and overall well-being.

I would like to complain about the two negative 30-day late marks reported to all three credit bureaus that remain incorrect, and the most recent late mark for XX/XX/XXXX that Goldman Sachs Bank USA XXXX Apple Card sent me an email denying my dispute and removing this incorrect mark for the fifth time. I now have an open dispute once again regarding this incorrect credit report. 

Apple Inc. 's negligent handling of credit reporting and multiple failed attempts to resolve the incorrect 30-day late credit mark since XX/XX/XXXX. 

Potential violations of the Fair Credit Reporting Act ( FCRA ) and the California Consumer Credit Reporting Agencies Act ( CCRA ), including inaccurate reporting, negligence, and failure to investigate and correct inaccurate information when notified. 

Severe damages to me resulting from Apple 's actions and negligence, such as a substantial drop in credit score, closure of a credit card account, impacts on home buying plans, and extreme emotional distress during my XXXX XXXX, among other consequences. 

Apple 's negligence since XX/XX/XXXX for misconduct and reckless disregard for my consumer rights, including inadequate customer support and persistent failure to resolve the issue, and an inaccurate internal system that led to many of my disputes returning emails that addressed a completely different issue and refused to remove the negative marks. 

I believe Goldman Sach Bank USA - Apple Card 's actions and lack of appropriate response since XX/XX/XXXX and XX/XX/XXXX XXXX have potentially resulted in violations of the Fair Credit Reporting Act ( FCRA ) and the California Consumer Credit Reporting Agencies Act ( CCRA ) regarding my complaint that include : Lower credit score : Erroneous late payment report - Apple 's reporting of a XXXX late payment to credit bureaus, despite my timely payments that were not XXXX late, could be a violation of the FCRA and CCRA, as they require accurate reporting of consumer credit information. 

Potential Bad business practices : Prolonged negative impact on my credit - Apple 's failure to address and correct the erroneous late payment report first XX/XX/XXXX and a second time on XX/XX/XXXX, despite my multiple attempts to resolve the issue since XX/XX/XXXX and still currently now in XX/XX/XXXX, could be considered a violation of the FCRA and CCRA. These acts require creditor agencies and furnishers of information to investigate and correct inaccurate information when notified. 

While the other consequences and damages I have experienced due to the credit reporting issues, such as emotional distress, hardship, pain and suffering, lost opportunities, and punitive damages, are not directly related to violations of the FCRA and CCRA, they support my complaint. 

Since XX/XX/XXXX, I have been experiencing difficulties with getting Apple both not to report me for late payment when the payment had been made and also removing all 30-day late marks from my report. They reported on XX/XX/XXXX and then most recently on XX/XX/XXXX as 30 days late to all three credit bureaus that still appear on my account and were denied to be removed via email on XX/XX/XXXX, despite this being incorrect. 

I submitted monthly disputes and complaints with Apple Card regarding this inaccurate credit report each time. I received a response from Apple Card denying my dispute which allowed the 30-day late marks with the credit unions to remain. The XX/XX/XXXX 30-day mark by Apple Card remains on all three credit reports inaccurately despite my not being late.

Although I continued receiving late payment notices throughout XX/XX/XXXX and called during the dispute multiple times to prevent my credit score from being impacted as my husband and I was planning to buy I house, I was assured that I would not be reported late to the credit bureaus by representatives I still was reported 30 days late to all three bureaus at the end of XX/XX/XXXX inaccurately and remain so until the end of XX/XX/XXXX. 

I am concerned that I was assured multiple times that I would not be reported as the payment on time for the minimum balance was clear. I still received the email and showed on my credit report that Apple Card marked me late by 30 days with all three bureaus despite my payment being seen on my credit card statement and the representatives I spoke to. 

One representative even shared that they thought it was a system error and should be easily fixed as it was clear. Yet, the negative mark remained in XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, and a new mark appeared and remains as of XX/XX/XXXX, which is also incorrect. 

This is concerning as I have never been late 30 days on my Apple Card, yet now have been reported late by 30 days to the credit bureaus twice by Goldman Sachs Bank USA XXXX Apple Card, and my credit remains with a negative 30-day mark for XX/XX/XXXX, and my dispute again denied via email on XX/XX/XXXX, for the fifth time despite this being incorrect with multiple complaints and disputes already submitted. 

This ongoing issue since XX/XX/XXXX continues to cause me severe stress and anguish and impact my overall health, as I am six months XXXX  with a XXXX XXXXXXXX as I submit disputes and complaints that are resulting in the continued inaccurate reporting by Apple Card XXXX 

Throughout this process of disputes and complaints about the XX/XX/XXXX late payment notices and then 30-day late marks, I have contacted Apple 's customer support every single month, including XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and most recently, XX/XX/XXXX and multiple times and spoken with several representatives and level 2 and level 3 Apple Card supervisors via phone. Many representatives could see the error, while others argued with me about me being late 30 days when this was untrue and remains to be untrue as I have never paid Apple late by 30 days and have my statements and records to prove it. 

No matter how many supervisors I speak to, Apple representatives I ask for support in solving this with the final notice for the fifth time on XX/XX/XXXX, was still emailed to me, leaving me with the inaccurate XXXX mark on my credit report for XX/XX/XXXX which I did not pay 30 days late. 

Even more concerning is that when I asked about XX/XX/XXXX, most recently this XX/XX/XXXX, the representatives I spoke to could not explain the negative mark and had no notes about it. 

Due to no response via the fifth dispute denied a few days ago, and the sixth dispute in the process alongside multiple complaints about the 30-day mark and this entire reporting of inaccuracies of my credit report that has not resolved the issue, I am submitting this official complaint about Goldman Sachs Bank -Apple Card . 

Most recent update is below as of XX/XX/XXXX : Due to the new XX/XX/XXXX XXXX late mark on all three credit reports and the representatives telling me there was nothing I could do other than put in another complaint and dispute that continues to be fruitless, I decided to email Goldman Sachs Bank USA directly via their corporate investor email address I located online. 

In the email to the Goldman Sachs Bank USA corporate investor, I shared my problem with no resolution, several complaints, and disputes via the Apple card with the two 30-day negative marks placed incorrectly on my credit report that have failed to be resolved since XX/XX/XXXX. 

I explained how the 30-day initial negative mark to all three credit bureaus for XX/XX/XXXX dropped my score by XXXX points. The second negative mark posted a week ago for XX/XX/XXXX by Apple Card dropped my credit score another XXXX points. I expressed how this has not only impacted my credit score and health, but it has also impacted my family 's plans to purchase a house. 

Yet, despite my insistent complaints and disputes, Apple Card refused to remove the negative marks, which I learned through the five emails I received denying my dispute.

In fact, despite my consistent follow-up and supervisor and representatives reporting they were taking detailed notes and pushing it to an internal " escalation team, '' the XX/XX/XXXX 30-day negative mark was not removed until the end of XX/XX/XXXX, leading to the XXXX drop in my credit score, and both disappointing and appallingly, the 30-day negative mark was immediately replaced with a 30-day negative mark for a new month which is XX/XX/XXXX,. 

In response to the email I sent to the corporate investor Goldman Sachs Bank USA, I received a call from Goldman Sachs Bank USA via an Analyst who contacted me via phone this week. 

During my recent phone conversation with the Goldman Sachs Back USA Analyst, they confirmed that I have a solid payment history with Goldman Sachs and acknowledged that I should not have been reported late for XX/XX/XXXX or XX/XX/XXXX as I had been adamantly making complaints and disputes about since XX/XX/XXXX. 

The Goldman Sachs USA Bank Analyst shared they could see I have never been late 30 days on my Apple Credit Card payment. And although they assured me yesterday that they would do their best to reach out to the Credit Bureau Team at Apple to resolve this, the team training, and remove the negative XX/XX/XXXX mark from my credit report, I am highly concerned. As the new mark appeared for XX/XX/XXXX, immediately after the initial XX/XX/XXXX mark was removed, the same say led to my credit being knocked down further. When I asked the analyst why this had happened for XX/XX/XXXX, immediately replacing the XX/XX/XXXX negative mark that had been reported for months, they could not explain and expressed there were no notes in the system about Apple Card reporting me in XX/XX/XXXX. They shared that when I called, the call was recorded, so I hope this call can be pulled during the investigation to show this is all true and accurate regarding the difficulties leading up to the most recent XX/XX/XXXX inaccurate credit report by Apple Card that currently still remain on my credit report as of today XX/XX/XXXX. 

The Goldman Sachs Bank USA analyst sent me no email confirmation of the work they shared they would do, and I am concerned that, again, this will be another fruitless investigation. The only record I have now is an email from Apple Card on XX/XX/XXXX, again denying my claim to remove the second 30-day mark from XX/XX/XXXX from my credit report. The rest is just supervisors and this analyst who has assured me via phone but has led to no correction of this major problem that now has led to two inaccurate reports on my credit by Apple Card. 

Again, as of today, XX/XX/XXXX, my credit report reflects the 30-day late mark by Apple card that was inaccurate and denied only a few days ago. What was most concerning before the call dropped with the Goldman Sachs Bank USA Analyst was that they could not give me a clear reason why this new XX/XX/XXXX 30-day late mark showed up on my credit reports from Apple Card in the first place. They had no record of who or where it came from internally. I also spoke to an Apple supervisor about this XX/XX/XXXX 30-day late mark on all three credit reports. They also shared that the notes only show XX/XX/XXXX being reported 30 days late as a final response to the " Apple XXXX XXXX XXXX XXXX, '' which again is inaccurate despite the XX/XX/XXXX notice I received that denied my dispute of this inaccuracy. Again, I hope the phone records can be pulled with the latest supervisors at Apple Card I spoke to via phone who shared this information with me and shared they would escalate this matter. 

No matter who I speak to, whether Apple Card representatives or supervisors at levels 2 and 3, in addition to this recent call after sending the email to the corporate investors that resulted in the Analyst calling me from Goldman Sachs, no one is sending me confirmation of this terrible error made twice! And no one has been able to explain this new XX/XX/XXXX mark that it appears no one kept a record of, again I hope the analyst call and the supervisor calls can be pulled in addition to all of the notes these past few months of my complaints and disputes to confirm all that I have shared regarding me attempting to resolve this incorrect credit reporting issue that remains. 

Again, although the XX/XX/XXXX mark was removed after months of being on my credit report until XX/XX/XXXX, Apple Card immediately reported me late by 30 days for XX/XX/XXXX, and this still appears on my credit report for all three bureaus and so far as of XX/XX/XXXX, has not been explained although I have asked the notes only reflect the notes that say I am still late by 30-days and denying my claims.

On the call with the Goldman Sachs USA Bank Analyst, when asked about there would be an investigation into how this could happen after I made multiple calls and reached out about the late notices being inaccurate. Eventually, the 30-day late notice on my account admitted the system " needed to be improved. '' I am adamant that this appears to be more than a simple system problem as I was told detailed notes had been taken since XX/XX/XXXX and until even this month when I called about the newest dispute being denied on XX/XX/XXXX, yet nothing has been changed. In addition, no acknowledgment via email has been made, only denial letters. Thus I am forced to take word of mouth from multiple supervisors on levels 2 and 3 at Apple and this Goldman Sachs Bank Analyst who do not provide me written confirmation of what they are saying. I asked for the records of all of the complaints I have made, and detailed notes were taken via phone regarding my countless complaints and disputes and were told that may not be possible, so I am left making a dispute about these two inaccurate credit reports of marks for 30 days with your department in hopes that you can investigate how this happened, the internal dispute and complaint process and the XXXX XXXX 30 day negative mark that is now on my credit that could not be explained by the Apple Card supervisors nor the Goldman Sachs Bank USA Analyst. 

I am concerned that the two 30-day marks appeared both for XX/XX/XXXX and not a new appearance in XX/XX/XXXX for XXXX XXXXdespite multiple assurances in XXXX from Apple Card representatives ; this was a mistake ; this would be fixed, and yet XX/XX/XXXX, I have the email record of Apple Card again denying my claim to remove that 30-day mark and today is XX/XX/XXXX. 

I am also concerned that I asked Goldman Sach Bank USA Analyst about what they the XXXX loss due to these two incorrect negative marks inaccurately reported to the three bureaus twice, and he shared there was nothing he could do about that problem, although it has continued to be Apple Cards not just once in XXXX but over months even though I made multiple calls, submitted multiple disputes and requested multiple complaints be submitted and despite reassurance, the 30-day mark would be removed, a new negative mark has appeared for XX/XX/XXXX that Apple representatives and supervisors and Goldman Sachs Bank USA Analyst could not explain despite me fighting for my credit not to be impacted since I received the constant late notices starting at 5 days late in XXXX when I was not late. 

I fear that due to negligence, this inaccurate reporting to the credit bureau regarding my payment history will continue, despite my reaching out and assurances from multiple people from different teams, yet as it has been, the problem progresses or stays the same. 

I am reaching out now despite trying to work on this since XXXX because I am in a XXXX XXXXXXXX at 6 months. This most recent negative mark of XX/XX/XXXX reported by Apple Card has been detrimental to me, especially since where it came from and why could not be explained by Apple Card representatives or the Goldman Sach USA Bank Analyst. I am constantly stressed that despite reassurances, this will not be resolved, or a new mark will appear since accurate records are not being reported and missing information regarding XX/XX/XXXX can not, at this time, XX/XX/XXXX, be explained to me. 

I have been told since XX/XX/XXXX this would be fixed. The exclamation department was working on it and yet can show five emails each not only denying my claim but at times not even addressing my claim but something entirely different, like the first notice I received about my dispute talking about interest and not the 30-day late mark I had made the dispute about and reached out about in XX/XX/XXXX. 

Goldman Sachs USA Bank XXXX Apple Card since XX/XX/XXXX has given me assurances and promises that the first 30-day mark would be fixed. Now it is the second negative 30-day mark for XX/XX/XXXX, and I am again being made assurances with nothing in writing. No one has sent me an email confirming this error ; I only have my XX/XX/XXXX, an email stating that my dispute was denied and the report made to the credit unions would remain. w I was trapped in a loop until I personally found the email for Goldman Sachs Bank USA corporate investor team and reached out. Yet, despite this, they could not explain how the XX/XX/XXXX and despite detailed notes from Apple Team members that I was not late, I was still reported negative not once for XX/XX/XXXX but twice when they again Apple Card reported me late inaccurately and despite my asking why no reason can be given as the people tell me no notes about a late XX/XX/XXXX shows in the Apple Card system as of this week. 

I remain very concerned. Despite the Analyst from Goldman Sachs Bank 's assurance yesterday that this will be investigated, I have been told this by Apple Card representatives and level 2 and 3 supervisors since XX/XX/XXXX, and every month I reached out in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The 30-day late notice has not been resolved, and the XX/XX/XXXX negative mark has not been explained. I only received another denial of my claim on XX/XX/XXXX. This situation has worsened as they again reported me late a second time on a different month and continue to impact my stress levels, our housing plans, my overall credit report, and so much more. 

I hope this complaint can be investigated and your department can pull the detailed notes and call recordings from the calls I made to Apple from XX/XX/XXXX to XX/XX/XXXX, and yesterday XX/XX/XXXX, via a different number with the Goldman Sachs Bank USA Analyst. 

Please do also note that the first denial emails for my dispute, refusing to correct the inaccuracies on my Apple card for the 30-day late mark for XX/XX/XXXX, resulted in an email on the dispute decision denial that had nothing to do with my complaint or dispute for the 30-day negative mark reported. The first email I received discussed interest when I kept calling to report the late notices in XX/XX/XXXX and share that I was not late. 

I can provide detailed notes and email records from Apple showing the late notices they sent despite my payments, and the email dispute correspondence continues to deny my dispute. 

Thank you.

Company response to consumer: Closed with non-monetary relief