ComplaintsforMarcus by Goldman Sachs

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Initial Complaint
07/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have opened a account online with them. I was able to access my account and the site locked me out. For 2 months I have been trying to get into my account and no one after verifying me will help me. Please help me
Business response
07/12/2024
BBB Response ********
ID ********
Marcus 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 6, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* ******** (the “Customer”) related to accessing their Online Savings Account (“OSA”).
On May 8, 2024, the Bank conducted an account maintenance review of the Customer’s profile and identified security concerns regarding the Customer’s account. Consequently, the Bank restricted the Customer’s online banking access until the security concerns could be resolved.
From June 14, 2024, to June 18, 2024, the Customer contacted the Bank regarding their account access; however, Bank specialists could not successfully authenticate the Customer and the security concerns remained. Due to the ongoing security concerns, on June 28, 2024, the Bank made a business decision to close the Customer’s OSA.
After further review of the Customer’s account, on July 11, 2024, the Bank contacted the Customer to readdress the security concerns. A Bank specialist was able to resolve the security concerns by successfully authenticating the Customer and verifying the ownership of the external account via a three-way call the external bank. Currently, the Bank is in the process of re-opening the OSA in order to allow the funds to be transferred out, at the Customer’s request.
Based on the above details, the Bank kindly requests this complaint to be closed.
Customer response
07/13/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

******* ********
Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Marcus by Goldman Sachs keeps putting restriction to my account saying the Joint Account is missing Signature Card. We called Marcus customer service early this year, we were told that is mistake in Marcus system, they will fix it. But now we are still receiving mails about this Signature Card, which we never received by mail. And we cannot transfer the fund out to our checking account.
Business response
07/09/2024
BBB Response **** # ******** (Recd July 2, 2024)
Marcus 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 2, 2024. The Bank appreciates the opportunity to address the concerns raised by Junyi **** (the "Primary Owner) related to accessing their ************** Account (OSA).
On June 27, 2024, the Bank sent communication to the Joint Owner to advise a signature card was missing from Bank records. Subsequently, the Bank restricted the account until the Joint Owner could return the completed signature card to the Bank. On July 1, 2024, the account holders contacted the Bank and a Bank specialist advised the account holders of documentation needed to restore their account access.
On July 5, 2024, the Bank mailed a replacement signature card to the Joint Owners address on file. In addition, on July 9, 2024, the Bank attempted unsuccessfully to contact the Joint Owner to inform them that the option to sign the signature card online at Marcus.com is available. The Bank is currently waiting to receive the completed documentation.
Based on the above details, the Bank kindly requests this complaint to be closed.
Customer response
07/11/2024

Complaint: 21932393

I am rejecting this response because:
1. Marcus confirmed joint owner mailed Signature Card received.
2. Marcus call me, Junyi ****, to sign the convent via app. I cannot find it in the app. Called customer service again, and end conclusion is the joint owner must sign up another online account for her.
3. Because #2, I will agree to close this complaint with reject Marcus solution because my joint owner is forced to sign up online. And according to your own statement on your website All ************** Account and CD account ownersincluding joint account ownersare required to complete a Signature Card for each account opened. Depending on how you open your account, you may complete an electronic Signature Card on our website or you may complete a paper Signature Card that we have mailed to you and that you will need to mail back to us. my joint owner have mailed and you and you do receive but you still put the restrictions . Most terrible financial service I have experienced so far.

Sincerely,

*******************
Initial Complaint
07/02/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Marcus by Goldman Sachs has locked my account 2 weeks ago with $100,000 in it, which was prepared as my down payment of house purchase. Since last week, I called them daily and kept giving them my last 4 SSN, DOB, phone number, and driver license ID, but their agent insisted not able to verify my identity, and even intentionally hung up the phone. This has caused my house closing day postponed to July 10. If they keep locking my down payment til July 10, I will lose the house and the earnest money of $40,350.
Business response
07/09/2024
BBB Deposits ****
********
Marcus 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 2, 2024. The Bank appreciates the opportunity to address the concerns raised by ******** **** (the “Customer”) related to a transfer from their Online Savings Account (“OSA”).
On June 17, 2024, the Customer initiated an outgoing transfer from their OSA to an external account. The next day, during the transfer processing review, the Bank identified security concerns regarding the account, declined the transfer, and restricted the OSA until the security concerns could be resolved.
On June 27 and June 28, 2024, the Customer contacted the Bank regarding their OSA access; however, the security concerns remained. As an alternative verification method, on July 1, 2024, the Bank mailed an Affidavit of Identity (“AOI”) to the Customer. The next day, after further review, the Bank contacted the Customer and verified the Customer using alternate methods to resolve the security concerns. Subsequently, the Bank specialist removed the restrictions from the Customer’s OSA. On July 3, 2024, the Customer initiated an outgoing transfer to another linked external account which the Bank successfully processed.
Based on the above details, we kindly request this complaint be closed.
Customer response
07/10/2024

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.

Sincerely,

******** ****
Initial Complaint
06/29/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received a copy of my Credit report and found the following items to be in error. I am not liable for this debt. I do not have a contract with this bank. The following personal loan does not belong to me. They did not provide me with the original contract as I requested. By the provision of The Fair Credit Reporting Act, I demand that these items be investigated and removed from my report. Please remove any information that the creditor cannot verify. I understand that under 15 U.S.C. Sec. 1681i(a), you must complete this investigation within 30 days of receipt of this letter. Please send an updated copy of my credit report to the above address. According to act, there shall be no charge for this updated report. I also request that you please send notices of corrections to anyone who received my credit report in the past six months. Thank you for the time and help in this matter.
Business response
07/05/2024
Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau (“BBB”) Complaint Portal on June 29, 2024. The Bank appreciates the opportunity to address the issues raised by **** ******* (the “Customer”) related to a personal loan (the “Loan”) serviced by Systems & Services Technologies, Inc. (“SST”).

Please be advised the Bank transferred the servicing of the Loan to SST effective December 11, 2023. In
the Loan agreement, there is a provision allowing us to transfer the servicing rights of the Loan.

The Bank has forwarded the Customer’s complaint to SST. SST will send a written response to this complaint directly to the Customer.

Please be advised SST referred the account to Zwicker & Associates. The Customer may contact Zwicker & Associates at ###-###-####.
Based on the above details, the Bank kindly requests this complaint be closed.
Initial Complaint
06/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I filed a dispute for a charge on 5/20/24 with Apple Card pending a refund from the merchant, Crocs. On 5/29/24 that refund was issued. The merchant issued a refund reference number also (****************) I submitted this info with a copy of my return receipt from the Crocs store. Apple Card has yet to process this refund to my card. Every time I call or use their chat I get bounced around and get a different response. This has been the most stressful refund ever. All they tell me is “it’s being investigated.” Investigated? When the merchant has sent documentation of the refund. I thought the issue was with Crocs and it seems to be with Apple Card Services.
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 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.
The Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on May 20, 2024. The Bank has no record of the merchant posting a refund credit to the account as of July 2, 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.
Based on the above details, the Bank kindly requests for this complaint to be closed.
Customer response
07/03/2024

Complaint: ********

I am rejecting this response because:
I have sent proof that the merchant issued the refund for $144.09. I even had an Apple Card rep via chat tell me they saw the refund. Now they don’t see it. What more can I provide that the refund was issued??? I’ve submitted the response from Crocs replying to a BBB complaint and receipt. It appears Apple Card doesn’t want to issue my refund. Any other credit card company would have issued it with all of this proof.

Sincerely,

******* *******
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 July 3, 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 Bank’s previous response, the Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on May 20, 2024. 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.
Based on the above details, the Bank kindly requests for this complaint to be closed.
Customer response
07/09/2024

Complaint: ********

I am rejecting this response because Goldman Sachs/Apple Card has failed to contact the merchant to verify the proof they’ve provided. I’ve sent the proof and they say they’re investigating YET they have NOT contacted the merchant. So what have they been investigating for 2 months. Any other bank would have used the proof Crocs sent me and contacted them to confirm the refund. Why should I have to wait 90 days? They’re waiting for Crocs to contact them meanwhile Crocs issued the refund so they’re not going to contact the bank. Someone called me from Apple Card today and she didn’t even have the refund reference number I’ve submitted several times. This is why I know the problem is with my bank. I’m asking GS to contact Crocs with the refund reference number to confirm the refund was issued on 5/29/24. They have not as of 7/9/24. I will not drop any complaint until GS actually makes an attempt to resolve this and not just ask me to drop a complaint and my dispute. After 90 days they will reverse my hold and I still won’t have my refund. I have NEVER had any credit card company handle a refund/dispute like this…not reach out to the merchant yet say it’s under investigation. Who’s investigating this dispute? Have they contacted Crocs? Have they used the proof I submitted to follow up with the merchant? Two months and nothing.

Sincerely,

******* *******
Business response
07/15/2024
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 10, 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 Bank’s 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 10, 2024, 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
07/15/2024

Complaint: ********

I am rejecting this response because the merchant Crocs sent me an email confirming my refund.
Attached.

Sincerely,

******* *******
Initial Complaint
06/27/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My Certificate of Deposit (CD) account with ********************** matured on June 3, 2024, with a balance of $5,125.97. According to the account agreement, the funds should have been transferred to my linked bank account upon maturity. However, the account still shows as open on the website, and the funds have not been transferred.Despite contacting Marcus customer service multiple times via chat and phone, I have not received a clear explanation or resolution. Each time, I am informed that there is an alert on my account, but no one has provided actionable steps to resolve it. I have been repeatedly transferred between representatives without any progress, resulting in significant inconvenience and concern regarding the security of my funds.
Business response
07/03/2024
BBB Response *****
ID ********
**********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 27, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to the closure of their Certificate of Deposit (CD).
On March 6, 2024, the Bank conducted an account maintenance review of the Customers profile and identified security concerns regarding a linked external account.Consequently, the Bank restricted the Customers online banking access. Unfortunately,this account restriction impacted the Banks ability to process the Customers request to close the CD (ending in 3091) at maturity on June 3, 2024.
On June 24, 2024, the Customer contacted the Bank regarding the status of their CD (ending in 3091) closure. A Bank specialist assisted resolving security concerns by conducting a three-way bank call with the Customer and the external institution to verify the ownership of the external account. However, due to an inadvertent error, the Bank specialist did not assist the Customer in re-initiating the closure request.
On June 26,2024, the Customer contacted the Bank requesting to close their CD (ending in 3091) which the Bank successfully processed on June 28, 2024.
Based on the above details, the Bank kindly requests this complaint to be closed.
Customer response
07/08/2024
Complaint: 21909831

I am rejecting this response because:

While it is true that Marcus by Goldman Sachs ultimately processed the closure of my CD account and provided access to my funds, the process was unnecessarily difficult and time-consuming. Their response acknowledges the issue but does not adequately address the poor customer service and the extensive effort required on my part.

Here are the specific reasons for my rejection:

Lack of Notification and Transparency: Why was I not immediately informed about the security concerns identified on March 6, 2024? I only found out about this issue when I contacted customer service myself. Proactive communication from the bank could have prevented much of this hassle.
Complexity and Delays in Resolution: The process to resolve the security concern and close my CD account was ****** complicated and inefficient. It should have been a straightforward process, but instead, it took weeks of effort on my part.

Multiple and Ineffective Contacts: I had to contact Marcus by Goldman Sachs dozens of times via phone, chat, and social media from June 22, 2024, to June 27, 2024. Each interaction involved long hold times, multiple transfers, and promises of call-backs that never happened. The customer service was consistently unhelpful and frustrating.
Unnecessary Stress and Effort: The amount of time, energy, and stress I had to invest to resolve this issue is unacceptable. Marcus had numerous opportunities to provide a better customer experience but failed at each step.

Inadequate Internal Coordination: As their response admits, a bank specialist failed to assist me properly on June 24, 2024, due to an inadvertent error. This lack of internal coordination only added to the delays and frustration.

In summary, while the immediate issue of accessing my funds has been resolved, the overall experience was extremely poor and highlighted significant shortcomings in Marcus by Goldman Sachs' customer service processes. I hope that this feedback prompts them to improve their services to prevent other customers from going through similar ordeals.

Sincerely,
*********************
Initial Complaint
06/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I've been trying to transfer my over $86,000 out of my Marcus ****************** for a few months. I have spent hours on the phone with Marcus and the other institiution that I am trying to transfer my money to. Marcus keeps on reversing my transfer of money from the other bank and I feel like my money is being held hostage. O have spoken to several reps on the phone and they have taken notes. I never had a problem with this company until I wanted to take money out of the account. This situation has caused me emotional distress and anxiety. I can't keep wasting hours upon hours on the phones with banks. I worry about Marcus because I have a CD with them and I fear that the same thing will happen. I have lost a lot of money that I could have made on interest with the other bank and my money is also not protected and they know this.
Business response
07/03/2024
BBB Response *******
ID ********
**********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 26, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to a transfer from their ************** Account (OSA).

On April 24, 2024, the Bank received a withdrawal request from the Customers OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the withdrawal and restricted the **** The following day,the Customer contacted the Bank regarding their account access. A Bank specialist assisted resolving security concerns by authenticating the Customer and confirming that they authorized the withdrawal request. Subsequently, the Bank specialist removed the restrictions and restored the Customers online banking access.

On May 21, 2024, the Bank received another withdrawal request from the Customers OSA; however, a Bank specialist inadvertently declined the transfer. On May 22, 2024, May 27, 2024, and July 1, 2024, the Bank attempted unsuccessfully to contact the Customer to assist with transferring their funds. The Bank requests the Customer contact the Bank toll-free at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to further assist.

Due to the experience, the Bank provided the Customer with a credit to the account as a token of goodwill.

Based on the above details, we kindly request this complaint be closed.
Initial Complaint
06/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife and I opened 2 accounts in May of 2024. Both accounts for exactly 30k. In June we needed to withdrawal 15 k from one of the accounts. We did the transfer online to our TD bank account and received confirmation ( 1-3 days) . Unbeknown to us the amount was reversed. Thus began a series of attempts, all of which were met with confusion, bad connections, and hours of waiting. We understand the need for security , esp if this fits a model for a suspicious transaction, but we have provided every shred of verification and proof needed, including a request to sit at TD bank branch with a service agent for hours to validate the longevity of our accounts with TD , only to be disconnected with no action by Marcus. We have been assured more than 2x that the matter was resolved and that the money is on the way. Of most recently, we completed the verification process last Friday June 2st and again assured the money would be sent. We found out this morning it had been reversed again. I understand the security measures, but this many attempts and this many promises that it has been resolved, is now appearing as suspicious behavior from them to me. Besides the fact that the reversals never have a notifications sent to us (the account owners) . Additionally they cannot seem to be able to provide a path of resolution for our receipt of our money
Business response
07/03/2024
BBB Response ************
ID ********
Marcus 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 June 26, 2024. The Bank appreciates the opportunity to address the concerns raised by **** ************ (the “Joint Owner”) related to accessing funds from their Online Savings Account (“OSA”).
On June 17, 2024, the Primary Owner initiated an outgoing transfer request from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Primary Owner. Consequently, the Bank declined the transfer and restricted the OSA. On June 20, 2024, the Primary Owner initiated a transfer request from their OSA to a linked account. As a result, the transfer could not be processed due to the restrictions present.
On June 21, 2024, the Primary Owner contacted the Bank regarding the failed transfer. A Bank specialist assisted with conducting a three-way call with the Primary Owner and the external institution verifying the status of the external account resolving the security concerns. Subsequently, the Bank specialist removed the restrictions; however, inadvertently did not also remove the restrictions from the Joint Owner’s profile.
On June 27, 2024, after further review, the Bank removed the restriction from the Joint Owner’s profile. Later the same day, the Primary Owner contacted the Bank requesting an outgoing transfer from their OSA to a linked account which the Bank successfully processed the following day. Due to the experience, the Bank will be providing a credit to the account as a token of goodwill in the next five business days.
Based on the above details, the Bank kindly requests that this complaint to be closed.
Initial Complaint
06/26/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I opened a high-yield savings account on 05/27/2024, and money was transferred into the account on 05/29/2024. I tried logging into the account at night on 05/31/2024, but it said I was temporarily locked out. I called customer service and was advised by a rep that the department that dealt with the issue was closed. I called back on 06/01/2024. The ****************** my full name, DOB, last 4 SSN, and secret word, and transferred me to the specialist department. The second rep could not verify my identity by phone or driver's license. I was told that my phone number did not meet their requirement to send a code and that they couldn't verify with my driver's license because it's from **********. The rep said someone will call me back in 3 to 7 business days. I received no phone calls, so I called back on 06/10/2024. Once again, I verified my name, DOB, last 4 SSN, and secret word, and got transferred to the specialist department. This time the rep was able to send a code to my phone and verify my identity. Rep said she wasn't sure why the rep from 06/01/2024 wasn't able to send me a code. The rep looked into my account and said it had been closed out, but she couldn't find out why the account was closed. The rep said she would send in a complaint to see why and that someone would call me back. It has been about 2 weeks, and I still haven't received any phone calls. I called back today, 06/25/2024. Once again, I had a problem with identity verification after being transferred to the specialist department. Rep couldn't send a code or use my driver's license to confirm identity. He said he would send a case in and someone would call me back in 3-7 business days. From previous experiences, I probably won't get a call back. I want this issue resolved ASAP. If the company is closing my account, please close my account and transfer my money back. The company needs a better identity verification system because this is just ridiculous.
Business response
07/03/2024
BBB Response Mak
ID ********
**********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on June 26, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to accessing their ************** Account (OSA).
On May 31, 2024, the Bank conducted an account maintenance review and identified security concerns regarding the Customers identity. Subsequently, the Bank restricted the Customers OSA until the security concerns could be resolved. The following day, the Customer contacted the Bank regarding their account access,but the Bank specialist could not successfully authenticate the Customer and the security concerns remained.
On June 10, 2024, the Customer contacted the Bank to address the security concerns,and the Bank specialist successfully authenticated the Customer. However, the Bank specialist also inadvertently failed to remove the account restriction. Consequently, the Customer experienced a delay in regaining access to their OSA.
After further review of the Customers account, on June 27, 2024, the Bank restored the Customers online banking access. Due to the experience, the Bank will be providing a credit to the account as a token of goodwill in the next five business days.
Based on the above details, the Bank kindly requests this complaint to be closed.
Customer response
07/03/2024

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.

Sincerely,

*******************
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Im no liable for this Apple credit card. I do not have a contract with gs bank USA . They failed to provide me with original contract.
Business response
07/02/2024
Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 25, 2024. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Consumer) related to credit reporting for Apple Card. ******** conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the account was booked on November 19, 2021. ******** sent the Customer the requested documents on July 1, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 12 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $4059.67 provided in the latest statement from February 2024. ******** is obligated to report accurately to *************************** and is unable to update the Customers credit reporting. ******** confirmed the account was reported accurately to the ***************************. ******** is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account. The Consumer should contact the Bank directly with any questions at ************** or by message from the Wallet app. Bank representatives are available 24 hours a day, 7 days a week. Based on the above details, the Bank kindly requests for this complaint to be closed

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