ComplaintsforMarcus by Goldman Sachs

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Marcus Bank won't change my home address. Even after verifying for each call. See details in descripton.

  Business response

  08/15/2024

  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 August 8, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to updating their information on their profile.
  According to Bank records, on August 2, 2024, the Customer contacted the Bank requesting to update the mailing address on their account. However, the Bank could not successfully authenticate the Customer. Subsequently, for the protection of the Customer, the Bank restricted the *** until the security concerns could be resolved.
  On August 7, 2024, the Bank contacted the Customer to address the security concerns. A Bank specialist assisted in resolving the security concerns and restored the Customers online banking access. Additionally, the Bank specialist assisted the Customer in updating their mailing address for their profile.  
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  
  
  
  
  
  
  
  
  
  
  

  Customer response

  08/16/2024

   
  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

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Goldman Szocks GM rewards card to cancel and close my account a couple months ago. Upon doing so on the phone, the agent had said to me you might not want to do that because you have $150 reward owed to you, it should be the next statement or the statement after. I said well I didnt know that I had $100 bonus when I opened the account but I didnt know about this. They said no this is something completely different. They said this is like a reward. I had also called in and spoke to another agent who advised me the same exact thing telling me that. Oh yes, you have $150 reward coming to you. After multiple phone calls trying to figure out how to get this reward every single agent that I had spoken to was able to see that a reward for $150 was indeed owed to me. Since then, I had called in probably over 20 times in the past couple months trying to find out what I need to do and why this hasnt been applied. I have had agents make cases for this etc. still $150 reward. I found a switchboard number to the main Goldman Sachs office to try to get someone at a higher executive level to look into this because it has been now a complete waste of time. I have wasted more than $150 of my time trying to get to the bottom of this. So at this point Ive had enough. I got through to a lady at **************** through the main switchboard. She created a case, then I got an email stating they were only going to send $50.00 credit to my statement. I tried calling the switchboard multiple times since then to get the same lady and now they wont transfer me to her to get to the bottom of why they still owe me $100 and it has not been taken care of. Today operator number three told me all cases have been closed and they are offering no further investigation. I want to review all phone calls since I tried a couple months ago where they can see that agents definitely promised me that they would get me this $150 reward that they said I was owed. I am sick and tired of this!

  Business response

  08/13/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on August 8, 2024. ******** appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to promotional rewards.
  
  ******** conducted an investigation and confirmed no error occurred. The Customers account qualified for a promotion which provided a $100 statement credit after spending $1000 in the first 90 days after account opening. According to the Banks records the Customer completed the required spending within the promotional period and a $100.00 statement credit was applied to the account on March 3, 2024. The rewards credit can be viewed on the billing statement generated March 16, 2024. There is no additional reward that the Customer's account qualified for. The Customer initially contacted the Bank on July 11, 2024, and was connected with the ** Rewards team in regard to the promotion. ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. However, as a courtesy the Bank applied an additional statement credit of $50.00 to the account on August 7, 2024, to accommodate for any potential misinformation that was provided in relation to the promotion in question. The Customer received a total of $150.00 in statement credits. ******** is unable to provide any additional compensation. ******** regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer response

  08/14/2024

   
  Complaint: 22111577
  
  I am rejecting this response because:
  This information is completely incorrect, and it is an absolute lie! If they will review all their calls and listen to all the recorded messages since the first date, I started calling to try to cancel my account. Every representative had told me that I might not want to cancel my account because I have $150 statement credit to me. They told me I just needed to wait another billing cycle or two for it. So since these calls are recorded, there should be information on there that they can pull to see that these representatives all have told me this every single one that I called in and spoke to said that I had $150 reward , still owed to me. The problem is as a customer to be inconvenienced this way basically told that what I was told is untrue is completely uncalled for. They have sent me through the rigmarole for absolutely. No reason this is something they couldve fixed in house representatives are the ones telling me this so they should stand behind their problems and fix them instead of going against the customer and doing everything they can to not help.  I would never recommend this company to anyone I will absolutely make it known 
  Sincerely,
  
  *****************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an apple credit card with Goldman Sachs. The card got locked apparently because they wanted me to change my password. They didnt email me or give me any notification and just locked the card. Ive had the card for a couple of years and always got a notification to pay it and I always paid it in full(. Never minimum payment always in full). The account was locked and I didnt even see that there was a payment due. I got a notification from the credit bearus that I have an account with late payment. Ive called Goldman Sachs and paid the card in full right away and asked them what happened and why I didnt have access to my account and why they didnt send me any emails and let me know or give me an option to pay. They apologised and reactivated the account but its still show on my credit report as late payment. I request that they remove the late payment from my report and report correctly that I always paid on time and it was an error on their end for locking my account and not giving me an option to pay and not even notifying me.

  Business response

  08/14/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on August 8, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to credit reporting for the Apple ******************** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on March 16, 2021. As stated in the Apple 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 Customer did not make a payment to satisfy at least the minimum amount due by June 30, 2024, until August 8, 2024. As a result, the Bank reported the account past due to the ************************** The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. 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.
  On June 24, ******************************************** the amount of $29.90 which the Bank declined due to security concerns, subsequently restricting the account until concerns could be cleared. The Bank unsuccessfully attempted to contact the Customer on June 28, 2024 in an effort to clear the concerns. The Customer contacted the Bank on August 8, 2024 wherein concerns were cleared and the restriction was removed. The Bank confirmed Statement and Payment Due Reminders were sent to the email address provided by the Customer.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer response

  08/15/2024

   
  Complaint: 22110894
  
  I am rejecting this response because:
  Goldman Sachs never sent me any email or payment reminders in June or July. The didnt even let me know my account was locked . Please provide proof that you sent me any emails or try to contact me since I didnt received anything. Ive always paid my account in full on time. Why would I not pay it at all all of a sudden? All my payments were always in full not minimum payment. Please remove from my credit report because its not ok, I dont have any missed/late payments with any of my creditors because I dont miss payments. Please remove 
  Sincerely,
  
  *******************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  a couple of months ago they took $50 out of my credit card account and they said they mailed me a check I asked for a hard copy of this check and they refuse to give it to me , I don't remember cashing such check

  Business response

  08/08/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on August 3, 2024. The Bank appreciates the opportunity to address the concerns raised by **************** (the Customer)related to a credit balance refund check.
  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the account had a credit balance in the amount of $48.27 as of December 12, 2023. The Bank mailed a credit balance refund check to the Customers address on file on February *******. The Bank confirmed the check was cashed on February 29, 2024, to an account in the Customers name. The Bank is unable to issue a new check for the amount of $48.27 or provide a copy of the cashed check. The Bank encourages the Customer to contact their financial institution for further assistance.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer response

  08/09/2024

   
  Complaint: 22086989
  
  I am rejecting this response because, :why won't they show me if this is so , a simple copy of the check and the back where I signed it is all i need , they call that proof in my day I am a senior and I don't believe you !

  Art
  
  Sincerely,
  
  ******************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marcus consistently locks me out of my accounts and freezes my credit card for no reason. This is an ongoing thing, they claim fraud except the charges are recurring so why allow the charge one time then the next decline? *** tried calling but nobody can help or answer even the simplest question now they won't allow me to close all of my Marcus accounts. I get no answers and no help.

  Business response

  08/08/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on August 2, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************** (the Customer)related to declined transactions.
  The Bank conducted an investigation and confirmed no Bank error occurred. The ** Card Customer Agreement references that the Bank may decline transactions for any reason, including suspected or actual fraud.According to the Banks records, two transactions with the merchants *********** and Shopify declined on June 19, 2024, and notifications were sent to the Customers email on file requesting confirmation the transactions were made by the Customer. The Bank received a response that the transactions were not made by the Customer resulting in the card used to be blocked until the Customer contacted the Bank on July 5, 2024. On August 1, 2024, transactions with the merchants Humblebund, Beautiful Durable Gold, and monthlyclubs.com were declined and notifications were sent to the Customers email on file requesting confirmation the transactions were made by the Customer. The Bank did not receive a response resulting in the card used to be blocked until the Customer contacted the Bank on August 2, 2024. The Bank attempted to contact the Customer on August 5, 2024, but was unsuccessful.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer response

  08/08/2024

   
  Complaint: 22082023
  
  I am rejecting this response because:This is not at all what happened. I called so the charges would go thru and got zero help. your response is in adequate. This was and still is a customer service issue. Ive also gone about closing all my Marcus accounts.
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,I, *******************, ************************************************************************************** without my permission, which allowed criminals to withdraw, so far, almost $500,000 from my Marcus By Goldman Sachs Bank accounts. On July 8, 2024 my ******** cell phone, ************, was ported out from my account without my request or permission. All of my Financial Institutions were connected to this phone number. Since July 8, 2024:- my credit cards have been used.- I notified all of my Financial Institutions and none of them were penetrated.- My accounts in all three Credit Bureaus were accessed, user name, password and my new phone number were changed, Freeze removed.- The criminals opened 4 new bank accounts in my name at *********, *********** Chase and PNC Bank. - I notified Marcus *********** right away that my phone number was stolen. On July 10 a $40,000 fraudulent transfer was requested from Marcus ***********, but since I called and notified them of Identity Theft, this transfer was reversed. However, since July 10, the criminals were able to obtain access to Marcus Bank, create 4 new external bank account links, and submit 7 more transfers and outbound wire requests. I kept calling and speaking to supervisors but I was hung up on, transferred many times, talked down to, and so far the criminals were able to withdraw almost $500,000 to outside fraudulent accounts from my 3 CDs. All of my CDs were Closed before the Maturity Date and the left-over of the money in these accounts were moved to one saving account. It is so bad that it looks like an inside job. Yesterday a supervisor in security finally created a Dispute #************. I was also guaranteed that the left-over of my money are safe and cannot be taken out until Dispute resolution.This has been a horrible experience!!I want to get my money back in my account with interest.Can you please look into this matter with Marcus By Goldman Sachs. Thank You very much.

  Business response

  08/08/2024

  BBB Response Zgut
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 1, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the "Customer) related to unauthorized transfer requests from their ************** Accounts (OSA) and Certificate of Deposits (CD).
  On July 31,2024, the Customer contacted the Bank to dispute multiple unauthorized transfers from their accounts. Subsequently, the Bank opened an investigation into the Customers concerns and restricted the accounts for the protection of the Customer. On August 5, 2024, the Customer contacted the Bank and a Bank specialist assisted the Customer with opening a new OSA and closing their existing compromised OSAs.
  The Bank is currently still in the process of investigating the unauthorized transactions.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with charter communications, I do not have a contract with APPLE CARD/GS BANK USA, they did not provide me with the original contract as I requested.

  Business response

  08/05/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 29, 2024. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to validation of the debt owed for the Apple ********************** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on August 13, 2019. As stated in the Apple 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.
   ******** sent the Customer the requested documents on August 1, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and complete 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 $11,322.76 provided in the latest statement from July 2023.  ******** 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. ******** confirmed the account was closed and charged off as of July 31, 2023.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Account Closed Without Reason I have been a loyal customer of ********************** for almost three years and have used my card daily without ever missing a payment. Out of nowhere, my account was restricted and then closed with no given reason other than a vague email that explains nothing.Every time I try to contact customer support, the representatives are nice but seem to have no information or access to any details regarding why my account was randomly closed. It's incredibly frustrating to deal with this lack of transparency and communication.To make matters worse, my savings account has also been restricted due to the restriction on my card. I have been given no concrete date on when this restriction will be lifted, and I cannot access my savings. I am repeatedly told that complaints are being put in and that I am in a queue, but nothing has been resolved.I have never experienced anything like this with a financial institution. The lack of communication and transparency is unacceptable. I expect a much higher level of service and accountability. Until this issue is resolved, I cannot recommend Goldman to anyone.

  Business response

  08/05/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card and a ****************** Account via the ************************ (BBB) Complaint Portal on July 27, 2024. ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to an Apple Card account closure.
  ******** conducted an investigation and confirmed no Bank error occurred. The Customers concern references the closure of an Apple Card account. As part of the Banks review process, the Bank identified red flags related to the Customers account. Based on an investigation, and in accordance with the Apple Card Customer Agreement, the Bank closed the account and sent the Customer an email informing of the account closure on July 25, 2024. ******** is unable to provide additional information related to the investigation. For assistance with the ****************** Account the Customer should contact the Bank directly by phone. ******** is available 24 hours a day, 7 days a week by phone at **************.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear ***/*****,I recently reviewed my credit report and found the following errors. I am a victim of identity theft and this unauthorized account has been wrongly attributed to me. Here are the details of the incorrect account:Unauthorized Account:Creditor Name: APPLE CARD/GS BANK *** Date Opened: 13-Feb-21 Account Number: **************** I have filed a complaint with the Police Station, CFPB, and IdentityTheft.gov regarding this matter. Enclosed are copies of the complaints and supporting documents.I request that you assist in rectifying this issue by contacting the creditor and ensuring the removal of this account from my credit report.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  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 26, 2024. ******** appreciates the opportunity to address the concerns raised by ***** ********** (the Customer) related to an Apple Card opened without authorization.
  ******** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on February 13, 2021. Based on the Banks investigation, the Bank determined the Customer is liable for the account. ******** is unable to provide additional information related to the investigation. As stated in the Apple 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 August 31, 2023, as a result of the Customer failing to make a payment to satisfy the amount due by February 28, 2023. ******** is obligated to report accurately to *************************** and is unable to update the Customers credit reporting. The Customer is responsible for the balance on the account in the amount of $2,154.78 provided in the latest statement from August 31, 2023.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am urgently writing to address inaccuracies on my credit report due to the unauthorized disclosure of my personal information to credit bureaus, causing significant financial and emotional distress.According to 15 USC 1681 Section 602, I have the right to financial privacy and expect my information to be kept confidential.Moreover, as stated in 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my explicit consent, which I have not given.The errors linked to GS BANK USA have adversely affected my financial standing and require immediate correction.Furthermore, please ensure compliance with 15 USC 1666(b), which prohibits creditors from marking credit card payments as late under specific conditions.For reference, my account details are:Account Number: ****************I request a thorough review of my account, prompt correction of the credit report errors, and strict compliance with federal laws regarding my information.Failure to promptly address these issues may result in legal action. I appreciate your immediate attention to this matter.Sincerely,*************************

  Business response

  07/31/2024

  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 25, 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. Based on the Banks investigation, the Bank determined the Customer is liable for the account. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on November 23, 2021. As stated in the Apple Card *************************** 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 November 30, 2023, as a result of the Customer failing to make a payment to satisfy the amount due by May 31, 2023. 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 Customer is responsible for the balance on the account in the amount of $3,634.53 provided in the latest statement from November 30, 2023. The Customer can view the Apple Card Privacy Policy that was provided at the time of account opening in the Wallet app or by accessing **************************************************************************************************************
  Based on the above details, the Bank kindly requests for this complaint to be closed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩