Apple Card (Credit Card) Identity Verification Problems

[Wwweber]

I just did the thing where you look up any Apple store on Maps, and then scroll down to the iMessage Business Chat part, and then you just put in “Apple Card support”, and it connects you to an Apple Card specialist at GS. Granted I’ve gotten conflicting info from them each time I’ve messaged in, but hopefully this is just a blip in this initial roll out.

I just spoke with Apple Card support at 877-255-5923 and was also told that I have to wait 30 days since getting the email stating “You have applied a number of times so we cannot verify the information you have provided at this time”.

So frustrating! Especially considering THEY were the ones that told me to try again as many time as I’d like and it wouldn’t hurt anything. My score is 850, and a friend with a score in the low 600s was approved just fine yesterday!

 

[eXoenDo]

I just spoke with Apple Card support at 877-255-5923 and was also told that I have to wait 30 days since getting the email stating “You have applied a number of times so we cannot verify the information you have provided at this time”.

So frustrating! Especially considering THEY were the ones that told me to try again as many time as I’d like and it wouldn’t hurt anything. My score is 850, and a friend with a score in the low 600s was approved just fine yesterday!

Absolutely unacceptable. Be as vocal as you can about it and make an official complaint to Apple Customer Relations. Although they’re not the card issuer, they can influence decisions.

 

[ZipZap]

Absolutely unacceptable. Be as vocal as you can about it and make an official complaint to Apple Customer Relations. Although they’re not the card issuer, they can influence decisions.

Will do no good. This is a Goldman Sachs issue. You should call them.

 

[Wwweber]

Will do no good. This is a Goldman Sachs issue. You should call them.

When I called them, they transferred me to Apple support.

 

[lartola]

There ain’t no fix, some reps said wait 30 days some reps said wait 2 days

I think it's 30 days. I've had the 'too many recent applications' error for more than two days already so it's definitely NOT two days.
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So frustrating! Especially considering THEY were the ones that told me to try again as many time as I’d like and it wouldn’t hurt anything. My score is 850, and a friend with a score in the low 600s was approved just fine yesterday!

I think they meant it doesn't hurt your credit score. Which it doesn't, indeed.

 

[Artwire]

I have the same problem, but haven’t called anyone yet. Apparently, someone took a rather narrow minded and stupid approach to set up the application process and it seems the system will only recognize a US driver license as a valid photo ID (hence why it asks to scan the front and back). I don’t have one so I scanned my passport, but the system rejected it every time. I don’t even know what to scan as the ‘back’ of the passport, since a passport doesn’t really have a ‘front’ and a ‘back’ to scan because all the information is printed on a single page (which is, to me, the clear indication that the system was narrow mindedly setup exclusively for driver licenses).

Passport card has a back but they won’t accept it, either. At first I thought it might be NFC related, supposedly to be fixed in next ios version, but now I suspect they just bungled the rollout. US passport should be acceptable form of “Real ID” . Apple said there were no exceptions, but I’m waiting to hear back from GS

 

[eXoenDo]

Will do no good. This is a Goldman Sachs issue. You should call them.

It is indeed a Goldman Sachs issue but Apple is surely monitoring their complaints as well, after all, it has Apple written on it.

When I called them, they transferred me to Apple support.

Goldman Sachs is apparently going to have someone call me but i'm not very hopeful that they'll have any sort of resolution.

 

[lartola]

Passport card has a back but they won’t accept it, either. At first I thought it might be NFC related, supposedly to be fixed in next ios version, but now I suspect they just bungled the rollout. US passport should be acceptable form of “Real ID” . Apple said there were no exceptions, but I’m waiting to hear back from GS

Yeah, US Passports come with a card, but not other countries' passports (I'm not a US citizen). In any case, and in clear breach of the law, Apple and GS aren't accepting anything but standard driver licenses issued in the US (though some people did get through with an enhanced license, most of those licenses are not being recognized by the ID system either).
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Goldman Sachs is apparently going to have someone call me but i'm not very hopeful that they'll have any sort of resolution.

I seriously doubt it. If they had a resolution it would have been in place by August 20th when the Apple Card was publicly released, which was not the case. Clearly the system has a cap on the number of attempts allowed, and if you already got the "too many recent applications" message, you're banned and you're not going to be able to get the Apple card for at least another 30 days. Anything else the GS or Apple reps tell you, they're just letting you lick the chocolate from their finger.

 

[eXoenDo]

Yeah, US Passports come with a card, but not other countries' passports (I'm not a US citizen). In any case, and in clear breach of the law, Apple and GS aren't accepting anything but standard driver licenses issued in the US (though some people did get through with an enhanced license, most of those licenses are not being recognized by the ID system either).
[doublepost=1566514411][/doublepost]
I seriously doubt it. If they had a resolution it would have been in place by August 20th when the Apple Card was publicly released, which was not the case. Clearly the system has a cap on the number of attempts allowed, and if you already got the "too many recent applications" message, you're banned and you're not going to be able to get the Apple card for at least another 30 days. Anything else the GS or Apple reps tell you, they're just letting you lick the chocolate from their finger.

You are correct. The manager at Goldman Sachs basically said there is a known issue with EDL's, there's also an application limit and there is no override option available for them to solve these issues. Interestingly, he indicated that the 30-day window is not a moving window but from the last successful attempt with an alternate message.

 

[Artwire]

It is indeed a Goldman Sachs issue but Apple is surely monitoring their complaints as well, after all, it has Apple written on it.


Goldman Sachs is apparently going to have someone call me but i'm not very hopeful that they'll have any sort of resolution.

Don’t hold your breath. They just called me to tell me they wanted to “reach out” to tell me they don’t accept passports. I knew that two weeks ago. Supervisor kept saying “that’s fair” as I expressed my objections to the policy, pointing out that homeland security considered it a valid ID, as did their very own bank when I opened an account with them. I also pointed out that some people are not even asked for ID (which he acknowledged) and that since I’m already a customer they knew who I was. I got some mumbled promise that they’d make a note of my feedback. He kept blaming “the system”. And he suggested I run out to get a state ID, which they’ll probably be able to accept. Time to vote with my feet. Closing my bank account there won’t get me an applecard, but it certainly will make me feel a lot better. “That’s fair.”

 

[richard13]

Don’t hold your breath. They just called me to tell me they wanted to “reach out” to tell me they don’t accept passports. I knew that two weeks ago. Supervisor kept saying “that’s fair” as I expressed my objections to the policy, pointing out that homeland security considered it a valid ID, as did their very own bank when I opened an account with them. I also pointed out that some people are not even asked for ID (which he acknowledged) and that since I’m already a customer they knew who I was. I got some mumbled promise that they’d make a note of my feedback. He kept blaming “the system”. And he suggested I run out to get a state ID, which they’ll probably be able to accept. Time to vote with my feet. Closing my bank account there won’t get me an applecard, but it certainly will make me feel a lot better. “That’s fair.”

I know you are upset, and quite frankly, I was upset with the runaround too. But please understand the guy on the other end of the phone has absolutely no power other than to pass on your information. I agree with you, that you should vote with your dollars and if you feel like GS or Apple are mistreating you then take appropriate action. But at the end of the day, the system has bugs that unfortunately negatively affected you, me, a lot of folks. You are not alone.

 

[lartola]

Don’t hold your breath. They just called me to tell me they wanted to “reach out” to tell me they don’t accept passports. I knew that two weeks ago. Supervisor kept saying “that’s fair” as I expressed my objections to the policy, pointing out that homeland security considered it a valid ID, as did their very own bank when I opened an account with them. I also pointed out that some people are not even asked for ID (which he acknowledged) and that since I’m already a customer they knew who I was. I got some mumbled promise that they’d make a note of my feedback. He kept blaming “the system”. And he suggested I run out to get a state ID, which they’ll probably be able to accept. Time to vote with my feet. Closing my bank account there won’t get me an applecard, but it certainly will make me feel a lot better. “That’s fair.”

And while you're at it, do the same with Apple. It's time to punish them too for their stupid decisions by switching to any other kind of phone. First, they have the debit card issued on Discover and now for the credit card they partner up with a bank that blatantly breaks the law and then says it's fair.

 

[Artwire]

I know you are upset, and quite frankly, I was upset with the runaround too. But please understand the guy on the other end of the phone has absolutely no power other than to pass on your information. I agree with you, that you should vote with your dollars and if you feel like GS or Apple are mistreating you then take appropriate action. But at the end of the day, the system has bugs that unfortunately negatively affected you, me, a lot of folks. You are not alone.

Ultimately, i think it’s a policy issue rather than a system issue. Systems can be adjusted. If there’s no way to override or appeal the decision, what do they need human “supervisors” for?

I asked if I should reapply and he said “don’t waste your time.” It won’t take a passport. But constantly telling me my objections were “fair” struck me
as patronizing. It would be less annoying if the approval process weren’t so arbitrary. I don’t believe there are no alternative options for approval. Every (good) bank has discretionary overrides. It also would be less annoying if the head of Goldman Sachs hadn’t boasted about giving the card to people with questionable credit (which I find objectionable from a business perspective) in an effort to honor the wishes Steve Jobs!

No one *needs* this particular credit card ... it isn’t a major issue for me, but it was a frustrating experience and it has caused me to reevaluate where I put my money — Apple and Goldman Sachs have gotten quite a bit of it over the years. There should be business consequences for poor customer service, as well as for inept or misguided policies and intractable management. When they followed up on a tweet I had written and requested a DM and follow up call, I was encouraged, but this “supervisor” was only placating me , he made no offer to revisit the application or try to fix things. He couldn’t. It was a pointless gesture that made the situation worse.

I know a lot of people are in the same boat. All the more reason they should be making a concerted effort to fix the problem(s) quickly.

 

[Legend27]

Ultimately, i think it’s a policy issue rather than a system issue. Systems can be adjusted. If there’s no way to override or appeal the decision, what do they need human “supervisors” for?

I asked if I should reapply and he said “don’t waste your time.” It won’t take a passport. But constantly telling me my objections were “fair” struck me
as patronizing. It would be less annoying if the approval process weren’t so arbitrary. I don’t believe there are no alternative options for approval. Every (good) bank has discretionary overrides. It also would be less annoying if the head of Goldman Sachs hadn’t boasted about giving the card to people with questionable credit (which I find objectionable from a business perspective) in an effort to honor the wishes Steve Jobs!

No one *needs* this particular credit card ... it isn’t a major issue for me, but it was a frustrating experience and it has caused me to reevaluate where I put my money — Apple and Goldman Sachs have gotten quite a bit of it over the years. There should be business consequences for poor customer service, as well as for inept or misguided policies and intractable management. When they followed up on a tweet I had written and requested a DM and follow up call, I was encouraged, but this “supervisor” was only placating me , he made no offer to revisit the application or try to fix things. He couldn’t. It was a pointless gesture that made the situation worse.

I know a lot of people are in the same boat. All the more reason they should be making a concerted effort to fix the problem(s) quickly.

What kind of customer service is this, passports do unofficially work for some people and even if they do it’s totally legal for that to happen
[doublepost=1566530959][/doublepost]

Ultimately, i think it’s a policy issue rather than a system issue. Systems can be adjusted. If there’s no way to override or appeal the decision, what do they need human “supervisors” for?

I asked if I should reapply and he said “don’t waste your time.” It won’t take a passport. But constantly telling me my objections were “fair” struck me
as patronizing. It would be less annoying if the approval process weren’t so arbitrary. I don’t believe there are no alternative options for approval. Every (good) bank has discretionary overrides. It also would be less annoying if the head of Goldman Sachs hadn’t boasted about giving the card to people with questionable credit (which I find objectionable from a business perspective) in an effort to honor the wishes Steve Jobs!

No one *needs* this particular credit card ... it isn’t a major issue for me, but it was a frustrating experience and it has caused me to reevaluate where I put my money — Apple and Goldman Sachs have gotten quite a bit of it over the years. There should be business consequences for poor customer service, as well as for inept or misguided policies and intractable management. When they followed up on a tweet I had written and requested a DM and follow up call, I was encouraged, but this “supervisor” was only placating me , he made no offer to revisit the application or try to fix things. He couldn’t. It was a pointless gesture that made the situation worse.

I know a lot of people are in the same boat. All the more reason they should be making a concerted effort to fix the problem(s) quickly.

Sorry for your experience, I would complain to Apple and reach customer relations, because that’s really what they don’t wanna hear

 

[Wwweber]

It is indeed a Goldman Sachs issue but Apple is surely monitoring their complaints as well, after all, it has Apple written on it.


Goldman Sachs is apparently going to have someone call me but i'm not very hopeful that they'll have any sort of resolution.

They called me too, only to tell me yet again, there’s nothing they can do.

 

[4sallypat]

After multiple emails from Apple, I finally applied from their email link yesterday.
No ID needed - I have the "old fashioned" driver's license (not federal limited nor real ID)
They had almost all the info pre-filled.
Only thing i supplied was income and last 4 SSN.

Hard pull from TU about 2 hours after approval.

 

[Artwire]

They called me too, only to tell me yet again, there’s nothing they can do.

As I said, calling back and claiming they can do nothing is probably worse than just ignoring us. I decided to try again - I revised my Apple ID account to match TransUnion phrasing exactly and I added a credit card to my Apple account ( which I had removed after a security issue there) , thinking that might facilitate the pre-fill and get me further into the application process . For a moment I thought it was going to go through, it asked for birthdate and last 4 SS#, but I got stopped at credit check because I had forgotten to disable my TU credit lock. I undid that and tried again, at which point it asked for my birthdate, last 4 SS , then my whole SS, and then — photo ID. I tried the passport “trick” on a black
background under bright light, but it didn’t work and said try again, so I cancelled. Redid the TU lock, and consoled myself with the fact that I’m getting 6%/3%/1% cashback from Am Ex, 2 % from Fidelity, and 5% in categories from Chase. Plus, they all offer extended warranties and other stuff that applecard doesn’t. I am pretty sure I will not be buying a new iphone or mac this year. Still deliberating about whether or not to withdraw from Goldman Sachs bank ... I have little confidence in their CS ( the supervisor I spoke with sounded like he was 12 ) and I have “no Penalty” accounts with them, so I can indulge my fit of pique at any time. We shouldn’t have to force a company to want our business, right? Good luck, everyone!

 

[AZhappyjack]

Don’t hold your breath. They just called me to tell me they wanted to “reach out” to tell me they don’t accept passports. I knew that two weeks ago. Supervisor kept saying “that’s fair” as I expressed my objections to the policy, pointing out that homeland security considered it a valid ID, as did their very own bank when I opened an account with them. I also pointed out that some people are not even asked for ID (which he acknowledged) and that since I’m already a customer they knew who I was. I got some mumbled promise that they’d make a note of my feedback. He kept blaming “the system”. And he suggested I run out to get a state ID, which they’ll probably be able to accept. Time to vote with my feet. Closing my bank account there won’t get me an applecard, but it certainly will make me feel a lot better. “That’s fair.”

They required no ID from me. All I had to do was confirm my full name and address and provide the last 4 of my SSN and my DOB. Was approved almost instantly - in less than 10 seconds.

 

[AZhappyjack]

And while you're at it, do the same with Apple. It's time to punish them too for their stupid decisions by switching to any other kind of phone. First, they have the debit card issued on Discover and now for the credit card they partner up with a bank that blatantly breaks the law and then says it's fair.

How exactly is GS “blatantly breaking the law”?

 

[lartola]

How exactly is GS “blatantly breaking the law”?

By restricting the accepted types of Photo ID to only driver’s licenses. It is illegal not to accept other documents such as a passport. And that’s exactly what Apple and GS are doing. A passport is an official document and neither Apple nor GS have the authority to deem it invalid for proving one’s identity.

 

[AZhappyjack]

By restricting the accepted types of Photo ID to only driver’s licenses. It is illegal not to accept other documents such as a passport. And that’s exactly what Apple and GS are doing. A passport is an official document and neither Apple nor GS have the authority to deem it invalid for proving one’s identity.

Hardly ‘blatantly breaking the law’. Feel free to cite chapter and verse of the US code. More like their prerogative.

 

[tdar]

At a time where there seems to be daily news stories about how you will be unable to board an airplane in the US in 13 months unless you run out and get yourself a RealID, it seems like a major failure to launch a new product that is expected to be wildly popular, and only available in the US, without taking account of the situation of changing ID's within the US.
This problem is in my mind totally resting at the feet of GS. Who it should be noted is launching the first of many (so they say) consumer products with the Apple Card. But it's really Apple's reputation on the line, so they should have been more carefully involved. They should have also insured that they would have a way to fix unexpected situations (like an override) if they occurred.

For those of us who've been around the Apple world long enough, this might remind you of the roll out of the service MobileME. The one that brought that famous,profanity laden outburst from Steve. Why the **** doesn't it do that then?

 

[4sallypat]

By restricting the accepted types of Photo ID to only driver’s licenses. It is illegal not to accept other documents such as a passport. And that’s exactly what Apple and GS are doing. A passport is an official document and neither Apple nor GS have the authority to deem it invalid for proving one’s identity.

Um no.
It is not illegal to specify an ID that has your current address & photo.
A passport only has your name and date & place of birth - it lacks any form of residency requirement which credit card companies need to verify. It also has picture from 10 years ago.
While a passport may be fine for domestic and international travel with the feds (TSA, DHS, CBP, ICE, FBI, and USM), it is not sufficient to prove residency within the USA.

A card company can specify what type of ID to verify.

Just like the state driver's licenses that are now called Real ID.
In my state, we are still delayed and have 3 types of ID revolving around:

• Real ID
• Federal Limits Apply
• Legacy ID

When I applied for the Apple Card, I did not have to provide a scan or photo of my ID - all my info was already pre-populated except for annual income and last 4 SSN.

I currently still have the legacy ID and it is currently treated as a "Real ID" without the domestic plane privileges.
Going to hang onto my "old" license till it expires and forced to get a Real ID.
I dread the Real ID because I have to use my passport plus 2 proof of residency documents in order to apply for a Real ID.

 

[AZhappyjack]

Um no.
It is not illegal to specify an ID that has your current address & photo.
A passport only has your name and date & place of birth - it lacks any form of residency requirement which credit card companies need to verify. It also has picture from 10 years ago.
While a passport may be fine for domestic and international travel with the feds (TSA, DHS, CBP, ICE, FBI, and USM), it is not sufficient to prove residency within the USA.

A card company can specify what type of ID to verify.

Just like the state driver's licenses that are now called Real ID.
In my state, we are still delayed and have 3 types of ID revolving around:

• Real ID
• Federal Limits Apply
• Legacy ID

When I applied for the Apple Card, I did not have to provide a scan or photo of my ID - all my info was already pre-populated except for annual income and last 4 SSN.

I currently still have the legacy ID and it is currently treated as a "Real ID" without the domestic plane privileges.
Going to hang onto my "old" license till it expires and forced to get a Real ID.
I dread the Real ID because I have to use my passport plus 2 proof of residency documents in order to apply for a Real ID.

Exactly. there is NO LAW requiring any one to accept the US Passport as a form of valid ID for anything other than entry into another country or re-entry into the US.

My experience with applying for the card was almost identical... I think I had to enter my DoB... but otherwise, spot on.

With regard to the RealId, in Arizona, the ID is only good for 5 years from date of issue, and costs $25.

The standard license, which is still available and valid for everything except air travel, is $25 until age 65 with the stipulation of requiring a new photo every 12 years (which costs an additional $12 for the re-issued license)...

 

[Ted13]

Like I said, if it's not the most common or usual drivers license, it does not get recognized.

Apparently the case - I have a NY State Enhanced drivers license (see here for what they are: https://dmv.ny.gov/which-id-right-me )
Is it worth calling Apple to complain?