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    ComplaintsforThe Goldman Sachs Group, Inc.

    Investment Security
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      On Thursday June 30th I set up a external account link could not complete instant verify kept getting a message PLEASE TRY AGAIN LATER and when did manual link it took ****** until Tuesday July 2nd to get the verifying deposits to the external account...

      Business response

      07/15/2024

      ID ********
      ****** by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on July 3, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the "Customer)related to an external account tied to their ************** Accounts (OSA).
      On July 1, 2024, the Customer contacted the Bank for assistance with linking a new external account to their OSAs (ending in **** and ****), and a Bank specialist informed the Customer that completion of trial deposits is needed to link the external account. Later this same day, trial deposits processed successfully on the Customers OSAs, and the external account was successfully linked.

      Based on the above details, the Bank kindly requests this complaint to be closed.
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      I disputed a charge from the merchant Crocs on 5/20/24. Since then Crocs issues the refund on 5/29/24. Apple Card has not processed that return. *** sent my return receipt and replies from Crocs stating the refund was issued. I contact Apple Card and they keep saying its being investigated, theyre going to escalate it and nothing happens. They refuse to process my refund. I have chat transcripts from them and Crocs. Crocs gave me a refund reference number ****************. Still nothing!! The refund is for $144.09. Im so unhappy with Apple Card, any other credit card company would have just processed the refund. Its almost 2 months now. Everytime I call its a different story. I always thought it was Crocs but it seems to be Apple Card.

      Business response

      07/11/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 28, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to a transaction dispute with the merchant Crocs in the amount of $161.73.
      As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on May 20, 2024, and the Bank applied a temporary credit while the dispute is investigated. The Bank has no record of the merchant posting a refund credit to the account as of July 8, 2024. The dispute with the merchant Crocs remains under investigation, and the Bank expects completion within 2 billing-cycles from the date of receipt and no later than 90 days from date of receipt. During the investigation, the account does not incur interest for the amount in dispute and the Customer is not responsible for repayment. The Bank contacted the Customer on July 8, 2024, and July *******, to provide an update that the Bank is currently waiting on a response from the merchant regarding the status of the refund. The Bank will send the Customer an email with the investigation outcome.
      Based on the above details, the Bank kindly requests for this complaint to be closed.

      Customer response

      07/12/2024

      Better Business Bureau:

      Goldman Sachs ********** doesnt even have the correct amount of the dispute.  The dispute amount is $144.09.  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because it shouldnt take them more than 2 months to contact the merchant to confirm a refund was issued.  It seems like theyre waiting to run out the 90 days and will make a decision which wont guarantee my refund.  Any other credit card would issue the refund and reverse the amount from the merchant but Apple Card told me they will lose money if they do that.  Anytime a customer is due a refund the bank reverses the charge.  I have a strong feeling after the ***************************************************************************************************************************** having to escalate this further.  I have NEVER seen any bank or credit card not be able to reverse the charge (issue refund to customer and remove funds from the merchants account) once proof is submitted.  Especially when the merchant is saying they issued the refund.  

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      *****************************




       

      Business response

      08/02/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to a transaction dispute with the merchant Crocs in the amount of $161.73.
      As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on May 20, 2024, and requested to dispute a partial amount of $140.00; the Bank is unable to adjust the disputed amount.The Bank applied a temporary credit while the dispute is investigated. The Bank has no record of the merchant posting a refund credit to the account as of July 16, 2024. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the Customer. As a result, the temporary credit that was applied to the Customers account was made permanent on July 30, 2024. The Bank sent the Customer an email detailing the dispute outcome.
      Based on the above details, the Bank kindly requests for this complaint to be closed.

      Customer response

      08/08/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. 

      Sincerely,

      *****************************



       

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      My Apple Card balance is showing more than $5000, when it should be only $1500. They are making an error.

      Business response

      07/11/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 26, 2024.The Bank appreciates the opportunity to address the concerns raised by ********************************* (the Customer) related to credit reporting for *********************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on May 15, 2022. The Bank confirmed the account was reported current with no negative remarks. The last reported balance for the active account from May 2024 was $230 with $0 past due. According to the Bank records, a previous Apple Card account was closed on March 21, 2022, by the Customer with a $0 balance. The Bank confirmed the reporting was accurate as of the last furnishing. The Bank contacted the Customer on July 9, 2024, to address the concerns. The Customer confirmed there were no further concerns.
      Based on the above details, the Bank kindly requests for this complaint to be closed.
    • Complaint Type:
      Product Issues
      Status:
      Answered
      This is literally THE WORST card Ive ever used exacerbated by the fact that the Apple Card Support Team is ran by complete idiots.Ive been calling for two weeks for someone to cancel a $225 dispute from ******** thats been on my card for **** near two months. And what do these idiots do? Cancel the wrong dispute. I swear to God.So I am still waiting on the $225 dispute to be cancelled while the rightful dispute and the funds WERE GIVEN BACK TO THE MERCHANT.DO NOT get an Apple Card. Clearly, these two companies are ill equipped to do anything together: ************************************************************************************************************************************************************************* Again, its ran by complete and utter idiots.

      Business response

      07/09/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 25, 2024. The Bank appreciates the opportunity to address the concerns raised by ************ (the Consumer) related to a transaction dispute with the *********************** was unsuccessful at locating an Apple Card account with the information provided by the Consumer. The Bank attempted to contact the Consumer at the phone number provided on June 26, 2024, June 27, 2024, and July 8, 2024, but was unsuccessful.  The Consumer is welcome to contact the Bank directly for assistance. The Bank is available by phone at ************** or by message from the Wallet app 24 hours a day, 7 days a week.
    • Complaint Type:
      Product Issues
      Status:
      Answered
      ******** sent a wrong item (a cheaper one half a price) to me and refused to accept returning the item or any compensation or solution at all. I talked to merchant on the phone for 90 minutes and they recorded our conversation.I filed a dispute twice but the bank wants me to pay to a third party to confirm what I received. However I sent them a photo of the items tag which shows a different model number than what I paid for in the receipt.

      Business response

      07/08/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ****************************** (the Customer)related to a transaction dispute with the merchant Lowes in the amount of $600.31.
      The Bank conducted an investigation and confirmed an inadvertent processing error occurred. The Customer disputed the transaction on February 19, 2024, and April 23, 2024. The Bank applied a temporary credit while the dispute was investigated. Due to a processing error, the initial dispute was resolved incorrectly in the merchants favor. As a result, the temporary credit was reversed on April 23, 2024, and June 24, 2024. The Bank sent the Customer an email detailing the dispute outcome.
      The dispute was reopened on June 24, 2024, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled in the Customers favor because the Customer provided evidence that the item received differed from the item ordered. As a result, the temporary credit that was applied to the Customers account was made permanent on June 27, 2024. The Bank sent the Customer an email detailing the dispute outcome.
      Based on the above details, the Bank kindly requests for this complaint to be closed.
    • Complaint Type:
      Product Issues
      Status:
      Answered
      To Whom it may concern:The following is a complaint against objectionable business practices by Goldman Sachs (GS).Per my normal routine, on the last day of the month, March 31, 2024, I checked my account balance due to GS, Apple credit card, in the sum of $1,933.61. I then transferred $1,933.00 into my bank account bringing my balance to $1,957.30. On the next day, April 1,( my birthday) ***** made an unanticipated withdrawal of $59.86. This left me with non-sufficient funds for GS. When, on April 2, I saw the interest charge, I immediately contacted GS to find out what had happened, and to pay the full amount due of $1,933.61. I spoke with an agent and asked that the interest charge of $43.17 be waved, as I have acted in good faith by making sure funds were available the day before, and that I corrected the error the next day by paying in full. I was granted a $25 refund of the $43.17 interest charge. After much conversation I was offered the option of review by a supervisor to get the difference refunded. I was declined in an e-mail. On April 30 there was another interest charge made for $39.53. I contacted GS and asked why I was charged interest on a fully pain account. Something called Trailing Interest was being cited. I asked for an explanation and received circular definitions about trailing interest. I asked for a supervisor review. ( this paragraph was removed to reduce characters)( this paragraph was removed to reduce characters)I would like for all of the interest to be returned to my account. $43.17 minus the $25 leaves $18.17. $39.53 plus $18.17 is $57.70. Therefore, I would like the amount of $57.70 returned to my account. $57.70 is a lot of money for me.Regards,

      Business response

      07/08/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 24, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to interest assessed on an Apple Card account.
      The Bank conducted an investigation and confirmed no Bank error occurred. According to the Banks records the ********* payment in the amount of $1,933.61 made on March 31, 2024, was returned by the ********* financial institution on April 1, 2024. To avoid interest charges, customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, customers are charged interest on the monthly balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement "HOW WE CALCULATE YOUR INTEREST" section.
      Because of the returned payment, the Customer was assessed interest in the amount of $43.17. The Customer made a payment in the amount of $1,933.61 on April 2, 2024. However, since the Customer did not pay the March monthly balance in full, the account was assessed interest on the April balance for the days until the Customer paid the full monthly balance. The Customer paid the April monthly balance in full on April 30, 2024, as a result, the account was assessed interest on the balance until that date and the Bank assessed interest in the amount of $39.53 on April 30, 2024. The Customer contacted the Bank and as a courtesy was provided an interest credit in the amount of $25.00. The Bank is unable to provide the Customer with an additional interest waiver.
      Based on the above details, the Bank kindly requests for this complaint to be closed.

      Customer response

      07/12/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       Hello, the banks response points out technically what happened however, I specifically asked how much was due. If the banks representative was honest, I wouldve been told that I had to pay the full amount of the additional amount for **** if that were the case and it was explained to me I wouldve done it, but that was conveniently left unmentioned which caused the additional $39 and change to be charged,

       

      I find this, getting stuck with the initial portion of interest is understandable, very frustrating but understandable. getting stuck with interest on money that was paid at the end of the next cycle automatically, but being told because it wasnt paid in advance, I get stuck for another $39 is unacceptable , the banks response of no accounting error I do not dispute. The accounting is not in error. What I am challenging is that the deception on the part of the clerk by not telling me, explicitly, their customer, if you do not pay next months bill today youll be charged. That is why Im asserting that it is duplicitous. 

       if there were an option to stay with Apple Card and a different Bank, I would, however I dont think there is.

      so I ask that someone in a position of authority, review the situation and recognize that the second interest charge identified as trailing interest, that be forgiven and that perhaps they change their policy or at least inform the customer that they will receive that secondary charge unless everything is paid in full.

      I make every effort to cover my debts when needed. I am on Social Security and I am quite frankly at this time struggling. to be stung with a $50 plus charge hurts and leaves me embittered . 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

      ***********************




       

      Business response

      08/08/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 30, 2024.The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to interest assessed on an Apple Card account.

      As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. According to the Banks records the ********* payment in the amount of $1,933.61 made on March 31, 2024, was returned by the ********* financial institution on April 1, 2024. To avoid interest charges,customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, customers are charged interest on the monthly balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement "HOW WE CALCULATE YOUR INTEREST" section.

      Because of the returned payment, the Customer was assessed interest in the amount of $43.17. The Customer made a payment in the amount of $1,933.61 on April 2,2024. However, since the Customer did not pay the March monthly balance in full, the account was assessed interest on the April balance for the days until the Customer paid the full monthly balance. The Customer paid the April monthly balance in full on April 30, 2024, as a result, the account was assessed interest on the balance until that date and the Bank assessed interest in the amount of $39.53 on April 30, 2024. The Customer contacted the Bank and as a courtesy was provided an interest credit in the amount of $25.00. The Bank is unable to provide the Customer with an additional interest waiver.

      The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. A Bank representative attempted to contact the Customer on August 7, 2024, but was unsuccessful.

      Based on the above details, the Bank kindly requests for this complaint to be closed.
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      On 5/31/24 I mailed a check in the amount of $324.00 from *********************** to Goldman Sachs billing address located on my applecard statement. As of today Goldman Sachs has not applied the $324.00 credit to my applecard.I would like Goldman Sachs to apply the $324.00 check that was sent to them immediately. They are delaying the process which is causing interest charges to accumulate.

      Business response

      07/08/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Consumer) related to a missing payment for the Apple *********************** conducted an investigation and confirmed no Bank error occurred. The Bank was unable to locate a check payment with the information provided by the Customer. The Bank contacted the Customer on June 26, 2024, and confirmed the issuing financial institution stopped payment on the check payment and issued a new one to the Customer. The Bank provided the address for check payments to the Customer. The Bank advises the Customer to include the card number on the memo line and to allow 7 to 10 days for the payment to be received and posted to the account.
      ********************** Bank ***, *********************
      Lockbox ****
      **** *** **** **************** **********
      Based on the above details, the Bank kindly requests for this complaint to be closed

    • Complaint Type:
      Customer Service Issues
      Status:
      Answered
      Basically, my overall experience since having my Apple Card issued by Goldman Sachs has been fine, however, lately I have gotten into argumentative conversations with representatives as well as tier to support escalations representative. I was been advised that someone in an advocacy group would be reaching out to me, and I have waited and no one has yet to respond back to me. I would like someone in an escalated area to contact me to, provide an attempt to get an escalated issue that has been going on for the past few months resolved on my account. I am very disappointed with the argumentative conversations that I have been having in the past week with the customer service tier one representatives as well as the tier 2 representatives in the **************** area with ********************** that services The Apple Card. I was advised that someone in an advocacy group would be reaching out to me, and I have yet to hear a response from that area and it is misleading and not complying with the expectations of the customer that was provided by the tier one and tier 2, customer service agents

      Business response

      07/03/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 21, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to the available credit.
      The Bank conducted an investigation and confirmed no Bank error occurred related to the Customers available credit. When transactions are disputed, a temporary credit is applied to the account. Temporary credits may not be available for use during the investigation. The Customers disputes with the merchant ******* totaling $555.58 remain under investigation, and the Bank expects completion within 2 billing-cycles from the date of receipt and no later than 90 days from date of receipt. During the investigation, the account does not incur interest for the amount in dispute and the Customer is not responsible for repayment. Customers can send dispute evidence at any time by responding to the request for evidence email, by messaging the Bank in the Wallet app, or by mail to Goldman Sachs Bank USA, ***************************** ***** **** ************************** *********** The Customer should label all evidence with the case number and avoid sending original documents.
      The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by the Bank representative. The Customer contacted the Bank on June 13, 2024 to inquire about the available credit and open disputes. On June 27, 2024, a Bank representative attempted to contact the Customer to address their concerns but was unsuccessful.
      On July 2, 2024, a Bank representative contacted the Customer and provided this information. The Bank acknowledges and appreciates the feedback provided by the Customer regarding the **************** interactions. The Bank regrets the frustrations the Customer experienced.
      Based on the above details, the Bank kindly requests for this complaint to be closed.
    • Complaint Type:
      Billing Issues
      Status:
      Resolved
      In October of last year, I used my Goldman Sachs Apple Card to pay for a rental car out of *** in ********. Upon arrival at the rental agency, they refused to give us a vehicle because the reservation was in my partner's name and the card was in my name, we could not afford to place another $500 payment, and were stranded at the airport. Apple and Goldman Sachs were notified immediately an we disputed the charge as we did not receive services. Now, 8 months later, I am still fighting the charge with Goldman Sachs who has admitted to me that they had cars available, and that we were denied service on our reservation, and they are insisting I pay for services not rendered. They have shown a complete lack of care for their customers and have clearly demonstrated that they care more about money than they do of the wellbeing and time of those who help them make that money. Now I will likely be forced to pay $527 with interest, because that's the scumbags they are, on a service I never received. On a service I explicitly told them about the day of. I will continue to fight this charge, and I will continue to lose all because I am a private citizen and they are a huge corporation who can apparently afford to treat their customers like c***

      Business response

      07/03/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 20, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to a transaction dispute with the Merchant Expedia in the amount of $527.49.
      The Bank conducted an investigation and confirmed no Bank error occurred. The Customer disputed the transaction on October 14, 2023,December 19, 2023, February 20, 2024, April 10, 2024, and June 20, 2024. The Bank applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the Merchant because the Customer agreed to the merchants terms and conditions. The merchants terms detailed that a valid credit card was required to place a $200.00 hold in order to complete the rental at the time of pickup. The Customers Apple Card was overlimit at the time of pickup therefore was unable to be used. Due to the Customer presenting an invalid form of card such as a debit card at the time of pick up, the rental was unable to be completed. Additionally, the terms outline that the purchase is non-refundable. As a result, the temporary credit that was applied to the Customers account was reversed on December 19, 2023, February 20, 2024, April 10, 2024, June 20, 2024, and June 24, 2024. The Bank sent the Customer an email detailing the dispute outcome. The Bank is unable to provide the Customer with compensation.
      Based on the above details, the Bank kindly requests for this complaint to be closed

      Customer response

      07/08/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me, however its clear I will not find resolution. I would have been happy to just have the $200 down payment credited back, but it hasnt been offered as an option. At this point I am convinced that no matter how much I explain the situation they continue to come up with new information that seems to always work against me as the consumer, and the story continues to change, as such I dont agree the matter has been resolved, but give up, I have been fighting this for months and have become exhausted trying to see them do the right thing. Its clear thats not going to happen.

      Sincerely,

      ***********************



       

    • Complaint Type:
      Billing Issues
      Status:
      Resolved
      I made a payment to pay my Goldman Sachs GM credit card (#************) in the amount of $427.33 (receipt attached) on 6/4/24. At time of making payment the customer representative I spoke with told me that upon paying and satisfying the account in full that ********************** would remove this account from all 3 of my credit bureau reports. Since having paid this account in full nothing has been updated on this account by ********************** nor has this account been removed from my credit bureaus reports. This is a violation of the ******

      Business response

      07/02/2024

      Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on June 20, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************************** (the Customer) related to credit reporting for the ******************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an ** Card and consented to the ** Card Customer Agreement on October 20, 2015. As stated in the ** Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The account was charged off on June 12, 2022, as a result of the Customer failing to make a payment to satisfy the amount due by December 9, 2021. The Bank confirmed the account was reported accurately to the ************************** The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
      The Bank conducted a review of interactions and did not locate a Bank representative informing the Customer the account would be removed from the Customers credit report. The Customer made a payment for the balance owed of $427.33 on June 3, 2024. The account currently reflects a $0.00 balance and was reported as such to the ************************* on June 17,2024. The Customer should allow up to 30 days for the updated balance to reflect on the credit report. The Bank is unable to remove the account or the charged off status from the Customers credit report.
      Based on the above details, the Bank kindly requests for this complaint to be closed.

      Customer response

      07/02/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***************************************



       

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