Apple Card application refuses to validate physical address

I appreciate your suggestion, and I happily have a resolution to share!

A few weeks after writing the letter to Tim Cook, I received a phone call from someone at Goldman Sachs again, this time from a compliance team. They seemed surprisingly eager to investigate the issue, were professional, helpful, and seemed to take a sincere interest in the case. I was actually kind of floored, and couldn't figure out where the 180 turn had come from.

He mentioned the CFPB complaint and that they want to address this gap in their process, since he agrees that it will disproportionately affect indigenous populations with reduced access to USPS delivery services.

Then he explained that Apple's management team apparently really took my letter to heart. I didn't receive a reply from them, but it generated "a series of phone calls" from Apple Management to GS Management, and Apple's management team was apparently following up with GS and asking for progress on the issue, which I greatly appreciate.

The GS agent asked me to please wait until 30 days had passed from my last application attempt (which fortunately had been some time ago, so I didn't have to wait too long) and then requested that I call him on his direct line and apply again while on the phone so he can look for the application on his side and coordinate with his support resources.

During the follow-up call, I was connected with a different GS compliance agent, but who was still familiar with the case and had a note on her calendar to expect my call. She had me apply again, this time entering in the physical address of my local Post Office, which worked. She explained that after submitting the application, she would update the physical address to my actual physical address, which she was able to do while still on the phone.

I had considered trying the post office address on my application before, but the USPS cautions against using this for legal documents, so it wasn't something I wanted to try on my own without being explicitly told to by GS staff.

So, I have the Apple Card, it has my updated address (thanks to the GS compliance agent who assisted me over the phone), and I was able to open the Apple Savings account I was looking for after being approved for the card.

If anyone else is running into the "invalid street 1" error because they live in a USPS non-delivery zone, consider trying your local USPS physical address and contacting GS Support to update it after application. Not having a submitted application was a major roadblock throughout the resolution process for me, so I think this approach is more reliable.

And man do I really appreciate Apple going to bat for me behind the scenes. I really believe this wouldn't have been resolved without their active support and Jeff's suggestion.

That makes sense. Then I really need to find out if TransUnion is able to list a physical address or if they're listing my mailing address. Because if TU needs a mailing address, then there is no path forward as long as GS is validating physical addresses by way of the mailing address.

My physical address is correct on my drivers license, so no worries there. When I sign into TU's portal, I can update my own mailing address, but that doesn't appear to be what's on my credit report with them. I'm unsure how to update the physical address on my credit report (it shows an old physical address; my childhood home). It doesn't look like I can do that directly through TU, so I may need to find out where they're scraping that data from. I'll get in touch with TU and see what I can find out.

I also thought that maybe I can use USPS' Street Addressing scheme (which officially allows central post office box holders to list the USPS office as their physical address, followed by box number) but re-reading the terms/conditions, it specifically says it is not legal to use USPS Street Addressing feature on legal documents, at the risk of losing my post office box.

I still have to talk to the postmaster to see if there's an alternative way to get my physical address established in their database. They should not have to, but if it solves the GS problem then it solves the problem.

I appreciate your help and insights!

Hmm, that hasn't been my experience with the CFPB, but I don't know what it looks like on the financial institution side. I had an issue with another credit card provider a few years ago that I had tried unsuccessfully to resolve, and ultimately reached went through the CFPB complaint process to pursue a resolution. The institution reached out to me as a result of the CFPB complaint and we were able to coordinate a resolution.

It is not an avenue that I would pursue if the financial institution were not stonewalling me, and part of the complaint filing process requires me to suggest a resolution that would remediate the problem, which I have provided as part of this process as well.

I know I'm not entitled to service with Goldman Sachs nor am I seeking a payout. All I'm seeking is to use the tools made available to me to ensure my request is reviewed in good faith and not just tossed into a void of unmonitored automation. With no pushback on this issue, others in my demographic are going to continue to be ignored, particularly in tribal communities like mine which do not receive equal access to federal mail delivery programs.

I also do not believe your information about a discrimination requirement is accurate. Nothing in the language on the complaint page or the submission process named that as a requirement. It actually cited application issues and account creation issues as some of the examples when I filed my complaint.

I've also read through their guidance document and there's nothing about discrimination, but there are examples including "Getting a credit card (problem during application process, fraudulent card opened in your name, replacement card)" which reinforces my idea that this is the correct resource for a communications breakdown with GS.

As to why GS would want me as a customer; I'm not going to make this argument to them, but since you asked: my goal is to open a high-yield savings account using the Apple Savings program (Apple Card is a prerequisite of this). I have a few hundred thousand dollars in savings that I want to move from my current bank to Apple Savings. Again, not something I'm arguing to GS (mainly because I shouldn't have to make that argument); they should evaluate all applications equally and effectively, and I'm focusing on a specific system/policy problem that needs a resolution.

This is excellent advice. Writing directly to the CEO is a bit daunting, but honestly I'm pretty invested at this point and might as well give it a shot. I fell pretty far short of concise, but I feel I've outlined the issue in a way the executive team will hopefully find interesting/compelling. Either way, it's worth the time. This is what I wrote:

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Hi Tim, 

I’m writing because I’ve encountered difficulties applying for an Apple Card, and in the process discovered underlying issues with the application process that disadvantages Apple’s tribal customers in the United States. 

The issue is that Apple’s partner, Goldman Sachs, uses the USPS mailing database as its sole method of validating physical addresses. This indirect method of verification works for the majority of the United States, but does not work in regions like indigenous Alaska where USPS often does not deliver directly to residences. 

Most financial institutions who utilize the USPS mailing database for verification will provide a manual fallback method for cases like these, which may involve providing a photo of a state-issued ID or a utility bill that includes a legal physical address. 

Unfortunately, Goldman Sachs is unwilling to provide an alternative after spending many hours on the phone wth their support staff over the period of several weeks, and has reiterated that customers in tribal USPS non-delivery zones can not apply. 

The result is that Apple’s tribal customers who live in historically underserved USPS non-delivery zones have no way to verify their addresses, and no means of applying for Apple Card. 

I’m writing you because, while I’m a hopeful early adopter of Apple Card in my tribal community, I’m certain that others in my community and across the indigenous US will find their hands similarly tied. Please consider reevaluating the Apple Card application process and provide methods for Apple’s tribal customers in USPS non-delivery zones to apply. 

Thank you for your time and attention, and have a great weekend ahead. 

Not much news to share yet. I've been calling Goldman Sachs every few days for an update, but due to their not being a ticket or tracking number they don't really give me any new info when I call.

I did get two phone calls from them in the past week though, which is something. The first call didn't really add anything, except to tell me to try it again in 30 days because "they're constantly making changes and this issue might be fixed by then". I asked them if that meant they were aware of and were fixing this issue, but they clarified that they just meant it "might" be fixed.

The second call was today, and it was a bit more meaningful, if confusing. The agent identified themselves as a manager, and attested that:

• Goldman Sachs does use the USPS mailing address database to verify physical addresses (I believe this is the first time they've confirmed this for me).
• My application (according to the agent) is denied. I asked if it was denied pending needed information, to which the agent said no, just denied period.
• I asked the agent if this is because I live in a tribal area that does not receive mail delivery, and surprisingly the agent said yes, which seems like a crazy thing to admit outright.

I'm not sure if the agent was authoritative on behalf of GS' policy or if they were just tossing out responses without thinking. Eventually the agent agreed to submit a complaint on my behalf and then started referring to the complaint as "escalation", and wasn't really able to clarify what that meant (escalating to a decisionmaker is what I want though).

I don't think either of these phone calls were the official response to my CFPB complaint. It's not quite been the fifteen days yet, and the CFPB dashboard says "sent to company", so I'm inclined to believe this isn't the official response to my CFPB complaint yet.

It's been a bit of a baffling week regarding Goldman Sachs. I'm glad that things are moving, in a way, but I'm not sure what to make of things as they stand. I'm going to give them some more time to sort things out and will continue contacting them if I don't receive an update in a week or two.

GS phone call was interesting as well. I started with a clean slate and just described the "invalid street 1" error without mentioning the USPS non-delivery zone and greater context.

Frustrating thing is that after closing my complaint with the false claim that I was entering a PO Box number, the first thing this new agent did was tell me to go to tools.usps.com and enter my physical address into the USPS utility to confirm it's in their mailing address database.

At that point I explained the USPS non-delivery zone context, that I live in a Tribal area, etc. and was forwarded to a supervisor. The supervisor put me on hold a few times, kept telling me that I need to call USPS to fix the issue (which I'd already attempted prior) and that they can't help me unless my physical address is a mailing address.

With some patient insistence on my part, the supervisor fell back into the familiar pattern of creating an internal complaint, being unable to give me a case number for tracking, and telling me that GS will reach out to me in 7-10 days.

I'm going to give them the full ten days in good faith before opening a new CFPB complaint. I figured I'd update this thread with everything new that's happened, even if it's just leading me in further circles for a while.

Honestly, by the time I get through to anyone at GS willing to consider the issue, Apple may have completed their two-year transition from GS to JPMorgan Chase.

Not much new to report. A bit of activity on my part but no meaningful progress.

But I did do some general cleanup of my TransUnion report and ensured that my physical address there exactly matches what's on my driver's license. I had to contact TU customer support by phone to make the change, but it wasn't too difficult and took maybe 20 minutes. You can view, delete, or change primary address from a TransUnion online account, but you can't change/add an address without a phone call. the change itself was visible on my credit report within a few minutes.

I also spoke to my Postmaster; unfortunately, he confirmed what we already suspected, that they can't add or associate my physical address within the USPS delivery system, and that the issue really is firmly in GS' court for using a mailing database for verifying physical addresses with no backup.

I also called GS again and encountered pretty much the same escalation path as before; however, this time they're going to submit some kind of compliance/legal case internally for me, and are supposed to follow up within 7-10 days. Unfortunately they can't give me a case number to reference without a successfully submitted application (kind of a catch-22) so I'm going to call back in 10 days or so if I haven't heard any updates since then.

I definitely feel that.

I have an interesting if unhelpful update. Goldman Sachs responded in writing to my CFPB complaint (which I know is official because it appears in the CFPB portal). Unfortunately they're claiming that my application was received and declined because I'm entering my PO Box as my address, which is absolutely not the case (I'm entering in my legal street address as exactly written on my state-issued driver's license). They also requested that CFPB close the complaint, which unfortunately CFPB immediately did (that might be an automated action on CFPB's part).

That kinda brings me back to square one, since GS didn't actually look at the issue and CFPB closed the complaint without evaluating GS' response for accuracy.

I'm going to open a new CFPB complaint, but I'm going to call GS again so that I have a fresh interaction to base the complaint on.

I think you’re right. I’m busy off and on, but I don’t mind sticking with this problem resolution for the long haul.

I appreciate everyone’s advice and I figure it’ll be worth it if we can come up with a route forward that helps others in this situation down the line.

when I get home I’m going to try applying with my local post office’s address followed by box number, which is permitted on the usps website.

I don’t know if it will work since GS might be also validating against my TransUnion info, but it’s worth a try.

I’m also going to try talking to the postmaster and working on the TransUnion side to see if I can update my physical/mailing addresses there.

I created an account with the Consumer Financial Protection Bureau and submitted a complaint against Goldman Sachs to see if they can force a manual resolution. The complaint form says that most companies respond within 15 days, and that GS will have 60 days to respond. I'll update this thread if anything materializes from that side.

Left to try:

* Finding out how to update my credit report's physical address with TransUnion

* Speak to my Postmaster about potentially getting my physical address into the USPS database if possible.

* Awaiting a scheduled call from Apple support to see if there's anything that can be done on Apple's side

* A friend of a friend potentially has an Apple Card; I'm going to find out what their sign-up experience was like

Tried without success:

* Contacting GS directly (although I'm not giving up on this option yet)

* Using USPS' street addressing feature (not authorized for legal documents)

* Using our local post offices' "Street Address + Suite (box number)" format (GS rejects this as well)

* Using direct physical address with GS (which is what I tried initially)

* Using direct physical address with "ZIP+4" to include the PO Box (GS rejects this as well)