{"id":"goldman-sachs-marcus","page":"https://escalate.alexgaoth.com/#/c/goldman-sachs-marcus","html":"https://escalate.alexgaoth.com/c/goldman-sachs-marcus/","generated":"2026-10-15","company":{"id":"goldman-sachs-marcus","name":"Goldman Sachs Bank USA (Apple Card, Marcus)","aliases":["apple card","apple savings","marcus","marcus by goldman sachs","goldman sachs bank usa","goldman sachs bank"],"sector":"bank","parent":"The Goldman Sachs Group, Inc.","website":"https://www.marcus.com","official_domains":["marcus.com","goldmansachs.com","gs.com","apple.com","applecard.apple"],"security":{"never_asks":[{"kind":"policy","claim":"Goldman Sachs and Apple will never call you to ask for sensitive personal information, including Apple Card details and passwords.","source":"https://support.apple.com/en-us/120361","last_verified":"2026-10-12"},{"kind":"policy","claim":"Goldman Sachs employees will never contact you through social media.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters pose as Goldman Sachs, create fake websites, send emails or make phone calls to ask for payments, and often use real employee names.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites, apps and social media groups falsely claim to be affiliated with Goldman Sachs, offer investment advice and ask the public for money.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"}],"report_phishing":[{"id":"impersonation-email","type":"email","label":"Report impersonation of Goldman Sachs or its employees, or phishing emails (forward them as an attachment)","value":"abuse@gs.com","purposes":["fraud"],"source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"},{"id":"apple-card-phishing-email","type":"email","label":"Forward suspicious emails or text messages about Apple Card to Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/120361","last_verified":"2026-10-12"}]},"regulators":["cfpb","federal-reserve"],"notes":"Goldman Sachs Bank USA is a state-chartered Federal Reserve member bank. It still issues and services Apple Card (\"issued by Goldman Sachs Bank USA, Salt Lake City Branch\"). On 2026-01-07 Chase announced it will become the Apple Card issuer, with a transition expected in about 24 months; nothing changes for cardholders during the transition. marcus.com and goldmansachs.com block automated fetches, so Marcus savings and CD channels are not recorded here.","channels":[{"id":"apple-card-support-wallet","type":"app","label":"Apple Card support from the Wallet app (Apple Card Specialist at Goldman Sachs)","value":"Wallet app on iPhone, then Apple Card","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"},{"id":"apple-card-support-web","type":"portal","label":"Apple Card Support website","value":"https://support.apple.com/apple-card","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"open","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"},{"id":"goldman-apple-card-phone","type":"phone","label":"Goldman Sachs, Apple Card (lost or stolen card when the iPhone is also lost; U.S. territories)","value":"+1-877-255-5923","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://support.apple.com/en-us/102517","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"apple-card-support-wallet"},{"rung":"written_complaint","note":"No complaint mailing address was confirmed; use the billing rights address on your Apple Card statement for billing errors."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"unauthorized_charge","summary":"Lock the card in Wallet, contact an Apple Card Specialist, and request a replacement.","evidence":["transaction details from Wallet","date you noticed it","card status"],"steps":[{"do":"Lock the card before you request a replacement. Lost or stolen cards are suspended at once."},{"do":"Contact an Apple Card Specialist at Goldman Sachs through the Wallet app.","channel":"apple-card-support-wallet"},{"do":"To replace the titanium card on iPhone, open Wallet, tap Apple Card, tap More, tap Account Details, then Request Replacement Card."},{"do":"If both your iPhone and the titanium card are lost or stolen, call Goldman Sachs.","channel":"goldman-apple-card-phone"},{"do":"If the issue is not resolved, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Apple says to lock a lost or stolen Apple Card before requesting a replacement; lost or stolen cards are immediately suspended.","issues":["unauthorized_charge","fraud"],"source":"https://support.apple.com/en-us/102517","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Apple Card is issued by Goldman Sachs Bank USA, Salt Lake City Branch; Chase will become the issuer after a transition expected to take about 24 months, and users can keep using the card as normal during the transition.","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase announced on January 07, 2026 that it will become the new issuer of Apple Card; Mastercard remains the payment network.","source":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"}],"known_blockers":["Apple Card support is mainly through the Wallet app on the cardholder's iPhone; an agent cannot use it.","marcus.com and goldmansachs.com returned 403 to automated fetches; Marcus phone numbers, dispute and complaint channels are not recorded."]},"playbooks":{"unauthorized_charge":{"company":{"id":"goldman-sachs-marcus","name":"Goldman Sachs Bank USA (Apple Card, Marcus)","sector":"bank","website":"https://www.marcus.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Lock the card in Wallet, contact an Apple Card Specialist, and request a replacement.","evidence":["transaction details from Wallet","date you noticed it","card status"],"steps":[{"do":"Lock the card before you request a replacement. Lost or stolen cards are suspended at once."},{"do":"Contact an Apple Card Specialist at Goldman Sachs through the Wallet app.","channel":{"id":"apple-card-support-wallet","type":"app","label":"Apple Card support from the Wallet app (Apple Card Specialist at Goldman Sachs)","value":"Wallet app on iPhone, then Apple Card","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"}},{"do":"To replace the titanium card on iPhone, open Wallet, tap Apple Card, tap More, tap Account Details, then Request Replacement Card."},{"do":"If both your iPhone and the titanium card are lost or stolen, call Goldman Sachs.","channel":{"id":"goldman-apple-card-phone","type":"phone","label":"Goldman Sachs, Apple Card (lost or stolen card when the iPhone is also lost; U.S. territories)","value":"+1-877-255-5923","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://support.apple.com/en-us/102517","last_verified":"2026-10-12"}},{"do":"If the issue is not resolved, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"apple-card-support-wallet","type":"app","label":"Apple Card support from the Wallet app (Apple Card Specialist at Goldman Sachs)","value":"Wallet app on iPhone, then Apple Card","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"},{"id":"apple-card-support-web","type":"portal","label":"Apple Card Support website","value":"https://support.apple.com/apple-card","purposes":["transaction_dispute","unauthorized_charge","billing_error"],"access":"open","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"},{"id":"goldman-apple-card-phone","type":"phone","label":"Goldman Sachs, Apple Card (lost or stolen card when the iPhone is also lost; U.S. territories)","value":"+1-877-255-5923","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://support.apple.com/en-us/102517","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Apple says to lock a lost or stolen Apple Card before requesting a replacement; lost or stolen cards are immediately suspended.","issues":["unauthorized_charge","fraud"],"source":"https://support.apple.com/en-us/102517","last_verified":"2026-10-12"},{"kind":"policy","claim":"Apple Card is issued by Goldman Sachs Bank USA, Salt Lake City Branch; Chase will become the issuer after a transition expected to take about 24 months, and users can keep using the card as normal during the transition.","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"},{"kind":"policy","claim":"Chase announced on January 07, 2026 that it will become the new issuer of Apple Card; Mastercard remains the payment network.","source":"https://www.jpmorganchase.com/newsroom/press-releases/2026/chase-to-become-new-issuer-of-apple-card","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"apple-card-support-wallet","type":"app","label":"Apple Card support from the Wallet app (Apple Card Specialist at Goldman Sachs)","value":"Wallet app on iPhone, then Apple Card","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"No complaint mailing address was confirmed; use the billing rights address on your Apple Card statement for billing errors.","candidate_channels":[]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Apple Card support is mainly through the Wallet app on the cardholder's iPhone; an agent cannot use it.","marcus.com and goldmansachs.com returned 403 to automated fetches; Marcus phone numbers, dispute and complaint channels are not recorded."],"security":{"official_domains":["marcus.com","goldmansachs.com","gs.com","apple.com","applecard.apple"],"never_asks":[{"kind":"policy","claim":"Goldman Sachs and Apple will never call you to ask for sensitive personal information, including Apple Card details and passwords.","source":"https://support.apple.com/en-us/120361","last_verified":"2026-10-12"},{"kind":"policy","claim":"Goldman Sachs employees will never contact you through social media.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters pose as Goldman Sachs, create fake websites, send emails or make phone calls to ask for payments, and often use real employee names.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites, apps and social media groups falsely claim to be affiliated with Goldman Sachs, offer investment advice and ask the public for money.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"}],"report_phishing":[{"id":"impersonation-email","type":"email","label":"Report impersonation of Goldman Sachs or its employees, or phishing emails (forward them as an attachment)","value":"abuse@gs.com","purposes":["fraud"],"source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"},{"id":"apple-card-phishing-email","type":"email","label":"Forward suspicious emails or text messages about Apple Card to Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/120361","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.917,"sources":{"primary":11,"reference":1},"verified_from":{"page":12},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 12 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Goldman Sachs Bank USA is a state-chartered Federal Reserve member bank. It still issues and services Apple Card (\"issued by Goldman Sachs Bank USA, Salt Lake City Branch\"). On 2026-01-07 Chase announced it will become the Apple Card issuer, with a transition expected in about 24 months; nothing changes for cardholders during the transition. marcus.com and goldmansachs.com block automated fetches, so Marcus savings and CD channels are not recorded here.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"apple-card-support-wallet","type":"app","label":"Apple Card support from the Wallet app (Apple Card Specialist at Goldman Sachs)","value":"Wallet app on iPhone, then Apple Card","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","poor_service"],"access":"login","source":"https://learn.applecard.apple/transition","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"No complaint mailing address was confirmed; use the billing rights address on your Apple Card statement for billing errors.","candidate_channels":[]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["marcus.com","goldmansachs.com","gs.com","apple.com","applecard.apple"],"never_asks":[{"kind":"policy","claim":"Goldman Sachs and Apple will never call you to ask for sensitive personal information, including Apple Card details and passwords.","source":"https://support.apple.com/en-us/120361","last_verified":"2026-10-12"},{"kind":"policy","claim":"Goldman Sachs employees will never contact you through social media.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters pose as Goldman Sachs, create fake websites, send emails or make phone calls to ask for payments, and often use real employee names.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"},{"kind":"policy","claim":"Websites, apps and social media groups falsely claim to be affiliated with Goldman Sachs, offer investment advice and ask the public for money.","source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"}],"report_phishing":[{"id":"impersonation-email","type":"email","label":"Report impersonation of Goldman Sachs or its employees, or phishing emails (forward them as an attachment)","value":"abuse@gs.com","purposes":["fraud"],"source":"https://www.goldmansachs.com/security","last_verified":"2026-10-12"},{"id":"apple-card-phishing-email","type":"email","label":"Forward suspicious emails or text messages about Apple Card to Apple","value":"reportphishing@apple.com","purposes":["fraud"],"source":"https://support.apple.com/en-us/120361","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.917,"sources":{"primary":11,"reference":1},"verified_from":{"page":12},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 12 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}