iPhone 13 Pro Max Apple Card nightmare. Had to cancel my pre order

[Iceberg33]

I had to cancel my iPhone 13 PM preorder because Goldman Sachs closed my account due to two factor authentication turned off on my iCloud account.
I have no idea how the two factor authentication got turned off and called Apple Card support immediately. I was told once the two factor authentication is turned off, the account will be automatically closed. I explained that I never turned off two factor authentication and want my account reactivated. They escalated the issue and opened a case. Today a manager called my and told me they can not do anything because I violated the card’s terms and conditions. Now I understand the complaints on here against Gorman Sachs customer service.
First was the issues on the pre order date and now this. I also reviews the card’s terms and conditions and nowhere it says if the two factor authentication is turned off, your account will be automatically closed.
Terrible experience with a mediocre apple partner. Just ruined the whole thing for me.

I also contacted apple via Twitter and I got a copy paste type response pointing me to Apple Card/Goldman Sachs support.

 

[chabig]

I also reviews the card’s terms and conditions and nowhere it says if the two factor authentication is turned off, your account will be automatically closed.

I’m sorry you‘re disappointed and lost your pre-order. It says three times that two-factor authentication is required to be on in order to be eligible for and maintain your account. So I think they acted appropriately. I’m sure you can reapply since it’s not related to your credit score.

https://www.goldmansachs.com/terms-and-conditions/Apple-Card-Customer-Agreement.pdf

 

[Iceberg33]

I did not turn it off and I read that as well.It doesn’t say if it’s turned off, the account will be automatically closed. “Maintain your account” is vastly different than “account will be automatically closed”. Which I have been hearing from Goldman agents several times.

 

[chabig]

“Maintain your account” is vastly different than “account will be automatically closed”.

I have to disagree with you there. I think it’s pretty clear. What else Could it mean? Some sort of suspension without cancellation? The end result would be the same--no new iPhone using that card.

As for the issue of turning two-factor off, that didn’t happen by itself. It can only be done by someone who has your iCloud credentials and access to a trusted device. Regardless of who that might be, you can stop them by right now changing your iCloud password and keeping it to yourself.

 

[chscag]

It's easy to turn off 2FA if you're not paying attention when updating your iPhone or Mac. I'm not implying that's what happened to you, what I am saying is that it's easy to overlook the security question regarding 2FA that Apple always asks after an update.

Also @chabig is quite correct regarding the 2FA agreement for maintaining your Apple Card. I personally do not have an Apple Card because of that agreement.

 

[BrettDS]

It surprises me a bit that turning off 2FA results in immediate cancellation of the account. While I have no plans to turn off 2FA at all it seems like there could be a situation where I might knowingly turn it off for a short time to troubleshoot a problem or something. There is also this situation where it seems to have gotten turned off accidentally. It seems like suspending the account and sending a warning that it needs to be turned back on or the account will be canceled would be more appropriate.

 

[DaveyVigs]

It surprises me that you could turn off 2FA at all since once it is enabled on your Apple ID/iDevice it is not able to be disabled short of closing out your Apple ID account.

I would be furious if I was you because if anyone could disable it, other than hackers, it would be Apple employees.

So I’d be more worried if hackers can disable users 2FA at will, resulting in a lot of canceled AppleCard accounts.

so yeah as others said best to re-enable 2FA and change your AppleID password.

 

[fatTribble]

Very sorry this happened to you. I can imagine the frustration. Hopefully this is an isolated event. Best of luck with getting the new iPhone asap!

 

[Shadowbech]

It surprises me that you could turn off 2FA at all since once it is enabled on your Apple ID/iDevice it is not able to be disabled short of closing out your Apple ID account.

I would be furious if I was you because if anyone could disable it, other than hackers, it would be Apple employees.

So I’d be more worried if hackers can disable users 2FA at will, resulting in a lot of canceled AppleCard accounts.

so yeah as others said best to re-enable 2FA and change your AppleID password.

This. Once you enable 2FA, there's no way to disable it. I even checked my Apple ID and no where I can the option to disable.

 

[Iceberg33]

I have to disagree with you there. I think it’s pretty clear. What else Could it mean? Some sort of suspension without cancellation? The end result would be the same--no new iPhone using that card.

As for the issue of turning two-factor off, that didn’t happen by itself. It can only be done by someone who has your iCloud credentials and access to a trusted device. Regardless of who that might be, you can stop them by right now changing your iCloud password and keeping it to yourself.

I think using the word maintain opens if for interpretation. It could very well mean suspension or deactivation. What bothers me is that all the agents I talked to used “once the two factor authentication is turned off the account will be automatically closed”. Clearly, they are reading from an internal document with a very different wording. It took one of them over five minutes to even find the terns and conditions document. Regarding the two factor authentication, as others have said, there is no option to turn it off once you enable it. I have reset my password ever since just to be safe.

 

[Iceberg33]

It surprises me a bit that turning off 2FA results in immediate cancellation of the account. While I have no plans to turn off 2FA at all it seems like there could be a situation where I might knowingly turn it off for a short time to troubleshoot a problem or something. There is also this situation where it seems to have gotten turned off accidentally. It seems like suspending the account and sending a warning that it needs to be turned back on or the account will be canceled would be more appropriate.

I agree. Suspending the account and sending a warning to re-enable it would be more logical. They don’t immediately close the account ut even if it goes to default status.

 

[Iceberg33]

Very sorry this happened to you. I can imagine the frustration. Hopefully this is an isolated event. Best of luck with getting the new iPhone asap!

Thank you. I reordered with a late October delivery date. I called apple to change the payment method which they said it was not possible

 

[Shadowbech]

Thank you. I reordered with a late October delivery date. I called apple to change the payment method which they said it was not possible

If the payment didn't go through, usually your order should have been on Hold and then you were given the option to make changes to the payment method.