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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am filing this complaint regarding the failure of Equifax, Experian and TransUnion to properly investigate my disputes related to incorrect negative information on my credit report. Despite multiple attempts to resolve these inaccuracies, the credit bureaus have responded with stall tactics rather than conducting a thorough investigation as required by the Fair Credit Reporting Act (FCRA). The presence of these inaccurate negative items on my credit report has adversely affected my credit score and my ability to obtain credit. This has caused significant stress and financial hardship. Requested Resolution: GS BANKUSA Account number: ************ Balance: $4,484.00 Classification: Charge-off Date of Last Reported: Equifax: Missing, Experian: 08/21/2024 , TransUnion: 08/23/2024 Date of Last Activity: Equifax: Missing, Experian: 11/01/2023, TransUnion: 08/23/2024Business response
09/06/2024
Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on August 30, 2024. The Bank appreciates the opportunity to address the concerns raised by Saadat Ahmed (the “Customer”) related to credit reporting for the Apple Card.
The Bank conducted an investigation and confirmed no Bank error occurred. According to the Bank’s records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on March 22, 2021. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the Credit Reporting Agencies, 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 has reviewed the customer’s tradelines with TransUnion, Experian and Equifax. The Customer’s account status is reflecting correctly as charged off with TransUnion, Experian and Equifax. The Bank has confirmed we are accurately reporting to Equifax. TransUnion was not reflecting a payment history profile, despite our accurate reporting. On September 4, 2024 the Bank sent an update to TransUnion to reflect the payment profile history. The Customer should allow up to 30 days for the changes to reflect on the Credit Report. The Bank is obligated to report accurately to Credit Reporting Agencies and is unable to remove the negative remarks on the Customer’s credit reporting.
In the complaint narrative, the Customer referenced concerns related to Equifax, Experian and TransUnion. The Customer should contact the companies directly for further assistance.
Based on the above details, the Bank kindly requests for this complaint to be closed.Initial Complaint
08/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My account was locked several months ago without any apparent reason. Since then, I have made multiple attempts to resolve the issue by calling customer support. Each time, I was told that they were unable to verify my identity using my phone number. After numerous calls, they eventually agreed to let me download an affidavit form. I completed and mailed the form as instructed, but the processing of my request has been extremely slow. Despite the significant time that has passed, the issue remains unresolved, and I am still waiting for a resolution.Business response
09/05/2024
BBB Response Dong
ID 22212657
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 August 29, 2024. The Bank appreciates the opportunity to address the concerns raised by Boao Dong (the “Customer”) related to accessing their Online Savings Account (“OSA”).
Per the Bank’s previous response, on May 21, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customer’s identity, and restricted the OSA. Between June 11, 2024 and August 9, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank determined an Affidavit of Identity (“AOI”) was required to resolve the outstanding security concerns. Unfortunately, due to an inadvertent error, the Bank experienced a delay in mailing the AOI to the Customer.
On August 16, 2024, the Bank mailed an AOI to the Customer. On September 4, 2024, the Bank received the completed AOI from the Customer and approved the documentation. Subsequently, a Bank specialist restored the Customers online banking access.
Based on the above details, the Bank kindly requests this complaint to be closed.Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to formally file a complaint regarding my savings account with **********************. My account currently holds a balance of approximately $56,000. However, on Aug 21, when I attempted to transfer $4,000 to an external account, my ******************** account was unexpectedly locked, and I have been deprived of access to my funds since then.I have made multiple attempts to resolve this issue through Marcus customer service, having made at least four calls to date. Each time, I was informed that my account required verification. To my dismay, I was told that the phone number on file with Marcus is not usable for verification purposes, with no clear explanation provided. As an alternative, I offered my driver's license for verification, but I was then informed that Marcus does not support verification using a New Jersey driver's license.Following these interactions, I was advised that a case would be created and that representatives from the authentication team would contact me within 1-3 business days. Despite waiting the prescribed time, I have not received a resolution, and each follow-up call results in the same unhelpful advice: to wait another 1-3 days.During my most recent call, after providing my name, DOB, SSN, and security word, I was still informed that my identity could not be verified. When I inquired how the authentication team would be able to verify my identity if neither my phone number nor my driver's license is accepted, the customer service representative could not provide an answer and was unable to direct me to someone who could.This ongoing issue is causing me significant inconvenience, as I have been barred from accessing my own funds. I believe that Marcus by Goldman Sachs is intentionally creating unnecessary obstacles for customers attempting to access their accounts, potentially engaging in discriminatory practices against residents of **********.Business response
09/05/2024
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 29, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the "Customer) related to accessing their ************** Account (OSA).
On August 21, 2024, the Customer initiated an outgoing transfer from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the external account. Subsequently, a Bank specialist contacted the Customer to resolve the security concerns; however, the Customer disconnected the call. ********************* declined the transaction and restricted the account. On August 28, 2024 and August 29, 2024, the Customer contacted the Bank regarding their account access; however, the Bank could not authenticate the Customer.
On September 2, 2024, the Bank contacted the Customer to address the security concerns. A Bank specialist assisted with conducting a three-way call with the Customer and the external institution successfully verifying the ownership of the external account. In addition, the Bank specialist assisted with resolving the remaining security concerns by verifying the Customers identity using alternate methods. Subsequently, the Bank specialist restored the Customers online banking access.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer response
09/06/2024
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
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have initiated my transfer request on 8/27 to transfer out money from Marcus Online Saving to Bank of America Saving and my BoA account is linked in my Marcus. However, on 8/28, I got the transfer reversal notice. I called the Marcus, and they said there is security issue with my account. They said they not able to send me code to my phone number on file and any of the phone number I provided. However, I was able to get the verification code from them on my transfer out day. They asked me which state is my driver license in but wasn't able to verify me at the end. It doesn't even allow me to close my account and transfer back to the original funding account. Please note that I have no such problem when open my account and fund it. Also, I was able to get the verification code from my phone number in order to submit the transfer request. I have provided my SSN, secret word, and all the required information to the agent over the phone. I want to close my account now and transfer my money to the original funding account.Business response
09/05/2024
BBB Response Yan
ID 22211910
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 August 29, 2024. The Bank appreciates the opportunity to address the concerns raised by Yemin Yan (the "Customer”) related to accessing funds in their Online Savings Account (“OSA”).
On August 26, 2024, the Customer initiated an outgoing transfer from their OSA to a linked external account. The next day, the Bank identified security concerns regarding the account, reversed the transfer, and restricted the Customer’s OSA until security concerns could be resolved.
On August 28, 2024, the Customer contacted the Bank several times regarding their OSA access; however, the Bank was unable to clear the security concerns. On August 29, 2024, the Bank contacted the Customer and verified the Customer using alternate methods to resolve the security concerns and removed the restrictions from the Customer’s OSA. Later the same day, the Customer initiated a request to close their OSA, which the Bank processed the next day.
Based on the above details, the Bank kindly requests this complaint to be closed.Business response
09/23/2024
BBB Response Yan
ID 22211910
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 September 16, 2024. The Bank appreciates the opportunity to address the concerns raised by Yemin Yan (the "Customer”) related to their Online Savings Account (“OSA”).
On September 18, 2024, the Bank provided the Customer with a credit to the account as a token of goodwill. Separately, on September 23, 2024, the Bank posted the missing interest to the Customer’s OSA.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer response
09/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22211910, and find that this resolution is satisfactory to me.
Sincerely,
Yemin YanInitial Complaint
08/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We are trying to close on a house and need the funds today. I called yesterday morning to get things going and was told I could only do 1 limited wire to escrow (Chartwell Escrow) and that I should send all other funds back to their funding source and wire from there. So I did that with 4 more wire transfers. I'm told multiple times we should be good by multiple folks we talked to.At 2am PT I got an email saying "additional information is needed". I called as requested and completed the verification and was told I was good to go. I called back to check on things as was then advised everything was on hold until September 6th which is 1.5 weeks after our close date and when the money was due.I called again to confirm this as no one even said that was a possibility, and was told our wires were ALL DECLINED. We asked why, and got no information. We asked if we could escalate, and were told there was no where else to go. Additionally, ALL FUNDS ARE STILL ON HOLD so we are stuck in every way possible. Please please please help us get this sorted. We are at risk of losing our 72k ******* money and the house :( Desired Solution is ASAP wire delivery of the funds to escrow or to our bank account.Initial Complaint
08/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying for months to get taxes taken out of interest income earned on a savings acct with MARCUS. They assured me that it was done, but I can not see that it has. I have been put on hold many times indefinitely only to be transferred to wrong dept. or disconnected completely. I've asked to speak to a manager or escalations to no avail. This is unacceptable for a bank of this stature, and I am at a loss for gaining any assistance.Business response
09/04/2024
BBB Response Burford
22205399
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 August 28, 2024. The Bank appreciates the opportunity to address the concerns raised by Leslie Burford (the “Customer”) related to backup withholding (“BUWH”) applied to their Online Savings Account (“OSA”).
On February 20, 2024, the Customer contacted the Bank requesting to apply BUWH to their OSA. A Bank specialist informed the Customer a new tax certification document will be mailed to the Customer’s address on file; however, the Bank experienced a delay in mailing the document.
On March 13, 2024 and March 22, 2024 , the Customer contacted the Bank and advised the tax certification had not been received. After confirming the Customer’s address, the Bank mailed another document to the Customer on March 26, 2024. On April 10, 2024, the Bank received the documentation from the Customer. After further review, the Bank reviewed and determined the documentation to be incomplete.
On August 27, 2024 , the Customer contacted the Bank regarding the tax documentation and a Bank specialist advised that the received document had been incomplete. The following day , the Customer contacted the Bank requesting to close their OSA and the Bank successfully processed the Customer’s requested later that same day.
Based on the above details, the Bank kindly requests this complaint be closed.Customer response
09/05/2024
Complaint: 22205399
I am rejecting this response because:I just want it noted that it took six months to even get something done, and when I did send in what they asked for, they did not bother to tell me it was incorrect and just left it there to leave me to believe it was getting done? They also left out other communications where I was put on hold for extended periods of time with no assistance, or completely disconnected. Does not sound like a good way to run a bank, or any other business for that matter. I have heard this opinion shared by many others, and as you can see, I moved my money and will suggest to others that they do the same. Why bother recording these calls if nothing is done to improve customer service?
Sincerely,
Leslie BurfordInitial Complaint
08/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am not liable for this debt with APPLE CARD/GS BANK USA. I do not have a contact with APPLE CARD/GS BANK USA. They did not provide me with the original contract as I requested.Business response
09/03/2024
Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on August 27, 2024. The Bank appreciates the opportunity to address the concerns raised by Juan Martinez (the “Customer”) related to validation of the debt owed for the Apple Card.
The Bank conducted an investigation and confirmed no Bank error occurred. According to the Bank’s records, the Customer opened the account on June 20, 2021. During the application process, the Customer is provided with and must consent to the Apple Card Customer Agreement, which discloses that the Customer agrees that the Bank may report information to the Credit Reporting Agencies regarding the account, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
The Bank confirmed the account was reported accurately to the Credit Reporting Agencies. The Customer did not make a payment to satisfy at least the minimum amount due by October 31, 2023. As a result, the Bank reported the account past due to the Credit Reporting Agencies. The Bank confirmed the account was closed and charged off as of May 31, 2024. The Bank is obligated to report accurately to Credit Reporting Agencies and is unable to update the Customer’s credit reporting.
The Bank sent the Customer the requested documents 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 ********* provided in the latest statement from May 31, 2024.
Based on the above details, the Bank kindly requests for this complaint to be closed.Initial Complaint
08/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had a credit card with Marcus which I had to close today because I was charged interest in the amount of $19.03 even though my balance was paid in full. I am requesting that amount to be refunded to me in the form of a check as I was wrongfully charged and the agent was not willing to refund the interest.Business response
09/03/2024
Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on August 27, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************************* (the Customer) related to interest charges on the ** Card.
The Bank conducted an investigation and confirmed no error occurred. To avoid being charged interest on purchases, customers must pay the statement balance in full every month on or before the due date. If the statement balance is not paid by the due date, interest begins to accrue. Interest is charged on the unpaid portion of the balance and accrues on new purchases until the statement balance is paid in full. Any accrued interest will appear on the next statement. When interest charges are assessed after the statement balance in paid in full, it is because the Customer paid the prior monthly balance after the due date. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement.
Paying the statement balance stops additional interest from accruing. However, since the Customer did not pay the June 2024 statement balance in full, the account was assessed interest on the July **************************************************************************** full. The Banks records indicate the Customer paid the July 2024 statement balance in full on August 21, 2024, as a result, the account was assessed interest on the statement balance until that date and the account was assessed interest in the amount of $19.03 on August 24, 2024. The Bank confirmed that the interest charge is correct and accurate. As a courtesy, the Bank refunded the Customer interest charges of $13.42 and a late fee of $29.00 from the prior month on August 14, 2024. The Bank is unable to provide further compensation. The Customer completed a payment of $19.03 on August 26, 2024, bringing the account balance to $0.00. No further interest charges will be assessed on the upcoming statement.
Based on the above details, the Bank kindly requests for this complaint to be closed.Customer response
09/03/2024
Complaint: 22202092
I am rejecting this response because: the statement balance was paid off in full and the bank wants to be greedy and not refund the funds, i firmly would like a refund to be issued please.
Sincerely,
*************************************Initial Complaint
08/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to cancel three CDs and have the money refunded and transferred to my bank account for three weeks and they keep giving me the run around. They had no problem taking my money from the very same bank account and now they will not give it back. This is a warning to all people that are thinking of doing business with this company. Count the number of complaints the BBB received just in the month of August 2024. Do not give them your money they make it impossible to get it back. I'm so disappointed in this company as well as completely frustrated.Business response
08/30/2024
BBB Response White
ID 22196113
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 August 26, 2024. The Bank appreciates the opportunity to address the concerns raised by Connie White (the “Customer”) related to closing their Certificate of Deposits (“CD”).
On August 12, 2024, the Customer contacted the Bank requesting to close their CDs and a Bank specialist assisted with initiating the closures by transferring funds to an external account. During the transfer processing reviews, the Bank identified security concerns with the ownership of the external account. Consequently, the Bank declined the transfers.
On August 19, 2024, the Customer contacted the Bank and a Bank specialist advised the Customer that the external account ownership needed verification. The Bank specialist then assisted with conducting a three-way call with the Customer and external institution verifying the external account’s ownership. In addition, the Bank specialist restored the Customer’s online banking access and re-initiated the closure of the CDs. However, on August 21, 2024, the Customer contacted the Bank to inform that the account information was incorrect. As a result of the incorrect account information, the Customer experienced a delay in closing their CDs.
On August 26, 2024, the Customer contacted the Bank to re-initiate the closure of their CDs and the Bank successfully processed the Customer’s request on August 27, 2024 and August 28, 2024.
Based on the above details, the Bank kindly requests this complaint to be closed.Initial Complaint
08/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opened this saving account recently and deposited $20,000 to it on 8/20/2024. Today, I found they locked my account for no reasons, and I lose my access to the account. I have called Marcus and they asked my phone number to verify, but my phone number isn't applicable for reasons they don't know. Now I need to wait for 2-7 days for them to reach out and verify that I am who I am, but I need to unlock my account urgently.Business response
08/30/2024
BBB Response Chen
ID 22190066
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 August 24, 2024. The Bank appreciates the opportunity to address the concerns raised by Yu Chen (the "Customer”) related to accessing their Certificate of Deposit (“CD”).
Between August 9 and August 20, 2024, the Customer opened and funded a CD. On August 20, 2024, during an account maintenance review, the Bank identified security concerns regarding the Customer’s identity and restricted the CD until the security concerns could be resolved.
On August 24, 2024, the Customer contacted the Bank regarding their account access; however, the Bank was unable to clear the security concerns and restrictions remained. On August 26, 2024, 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 account.
Based on the above details, the Bank kindly requests this complaint to be closed.
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Customer Complaints Summary
1,488 total complaints in the last 3 years.
655 complaints closed in the last 12 months.