ComplaintsforMarcus by Goldman Sachs

• Initial Complaint

  12/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi Today is the 12/12/2021 I have a online ****************** account with Marcus I have had this account for about a 1yr now needless to say it has only added about 2dollars if that to my balance but anyway I went to set up a balance transfer I wanted to take out money to cover bills and christmas as I am in school and not working right now. I verified amounts to be verified for the bank account that belongs to me as well. Once verified I made a transfer for half of my money and my account was locked as I tried to go back into to the account to check on the status. So my account has been locked for over a week .....they keep asking me to verify security questions that I am not associated with and will not update my phone # so that am able to get the one time pin code...Now they say my account is under review and only options is to send my funds back to a bank I no longer have or send me something to verify who I am !!!I need help I Need my money that I opened this account up with its not there money please help me to recover my hard earned money

  Business response

  12/20/2021

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on December 13, 2021. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to accessing an ************** Account (OSA).
  
  According to the Banks records, on December 7, 2021, the Bank restricted the Customers OSA, following a transfer request, after the Bank could not verify ownership of the Customers linked external account.  The Bank also identified red flags related to the identity of the Customer and restricted the Customers online account access until the red flags could be cleared.  For security purposes, and in accordance with the Banks Deposit Account Agreement, the Bank may conduct a review of a customers account for the protection of customers, and the Bank has the right to restrict or close an account at any time without notice.
  After further review, the Bank verified the external account ownership on December 13, 2021, and removed the account restriction.  The Customer successfully initiated an outgoing ACH transfer the following day.
  Based on the above details, the Bank kindly requests this complaint be closed.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/30/21 I made a payment of $42. On 12/1/21 $3377.18 was withdrawn from my bank account for the payment. On 12/1/21, I contacted support and chatted with Dalisha and explained the situation and she replied "I submitted a request for a full refund. We will send you information via email." I never received an email. On 12/2/21, I received a notification saying a payment is due by 11:59 PM today. Pay $190.99 to keep your account current. I contacted support again. This time I was not given a name of whom I was chatting with, they told me they saw a refund was issued in the amount of $3377.18. I asked how long will the refund take and should I make the $190.99 payment I was notified about. They replied "I see you made a payment that was more than the balance. Once the payment is refunded you will be able to go in and make a payment. As of right now it won't let you because then it would show a positive balance. Does that make sense." I contacted support again on 12/7/21 as I had not seen a refund or received an email about the dispute. I spoke with Ben who asked "Did we or the merchant say it was going to be 1-2 days?" (regarding my refund). He then told me he did not see a dispute filed. I explained everything to Ben who replied "So do you need me to cancel the payment of $3377.18 that was made on 11-30-21?", to which I replied "Yes, I thought this was started on Thursday (Dec 2, 2021). Ben replied "I am sorry about that *******, I'll go ahead and take care of that for you. OK, I made a payment dispute case for you!" I asked if there was a reference # - to which he replied "no". Today, Dec 10, 2021 @ 10:22am I contacted support and spoke to Taylor who escalated me to a supervisor, Shakia. She told me the dispute in in process and getting reviewed. She told me the matter is handled by their backoffice team by request only and due to the payment refund causing the account to be over limit - this is what is reflected into a longer time frame.

  Business response

  12/17/2021

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on December 10, 2021. We appreciate the opportunity to address the concerns raised by ******* ******* (the “Customer”) related to payments and a refund request for Apple Card
  
  The Bank conducted an investigation and according to our records, the Customer scheduled a payment on November 30, 2021 through the Wallet app for the November statement balance of $3,377.18. The Customer contacted the Bank on December 1, 2021 to request a refund for the full payment amount. A Bank representative submitted a payment dispute for the Customer on December 1, 2021. Unfortunately, the Bank representative did not provide the processing time of 10 to 30 days.
  
  On December 13, 2021, the Bank processed a refund in the amount of $3,377.18 to the Customers bank account on file. The Customer should allow 2-3 business days to receive the refund.  Because the payment for November has been refunded, the Customer must make a minimum payment of $190.99 to bring the account current. The Bank unsuccessfully attempted to contact the Customer on December 15, 2021 to facilitate a payment. The Customer may make this payment through the Wallet app, on card.apple.com, or by contacting the Bank.
  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I mailed a check to (Marcus by Goldman Sachs) on Nov. 5th. The tracking number shows they received the check on the 9th of November. The check was in the full amount to payoff my consolidation. It is now December 10th and they are still claiming they can not find the missing check, and they have me as past due and claim I owe them over a thousand dollars in late fees. The check I sent them was almost $20k. Marcus by Goldman Sachs claims they have done 3 investigations 2 investigations for 10 days 1 investigation for 5 days. I had to call the refinancing company to get them to send another check and to cancel the first check. Marcus by Goldman Sachs is ruining my credit, which I have tried so hard for to keep it up.

  Business response

  12/16/2021

  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 December 10, 2021.  The Bank appreciates the opportunity to address the issues raised by ***** ****** (the “Customer”) related to the processing of their personal loan payment.
  
  The Bank completed an investigation and could not locate a check from the Customer in November. The Bank requested additional information from the customer to assist with the investigation, but the Bank did not receive additional information.
  
  The Bank received the Customer’s check on December 12, 2021 in the amount of $19,248.00, which satisfied their November 2021 and December 2021 statements. We have determined an error did not occur in the reporting of their loan payment history to one or more Consumer Reporting Agencies.  The Customer’s account information is reported accurate as of November 30,2021.
  
  Based on the above details, the Bank kindly request this complaint be closed.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about 11/28/2021, I attempted to login to my account and but was unsuccessful as I did not remember my password. This resulted in a locked account. I called the customer helpline and successfully provided all my information including, address, email address, ssn, phone number and dob. All of these match the records on my account. I was able to received confirmation codes on both my cellphone and email address registered with Marcus. I did not remember my telephone pin# nor possess the client id number that was supposedly sent to me via snail mail over 5yrs ago. A specialist attempted to verify my identity after I received the pin on my phone but could not despite providing all of the above info.The representative suggested to me that unless I find the client id number from over 5yrs ago, I would not be able to get access to my account. I offered for them to resend it to the physical address on file, but they do not have the facility to do so. I offered to send over a photo of my drivers license, or passport, or get on a video conference with above documents so that my identity can be verified but they do not have the facility to do so.At this point I am not being allowed to access my account, and believe my account *** have been compromised. I am just asking for them to allow me to reset my password using the email or phone linked to my account, or suggest an alternative way for me to get access to my account

  Business response

  12/13/2021

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on December 7, 2021. The Bank appreciates the opportunity to address the concerns raised by Eftichi ****** (the Customer) related to accessing an ************** Account.
  
  According to the Banks records, on December 1, 2021, the Bank locked the Customers online banking access after multiple failed login attempts.  On December 1 and December 6, 2021, the Customer contacted the Bank, but the Bank could not authenticate the Customers identity,  due to the date of birth on file being incorrect.
  After further review, the Bank  contacted the Customer on December 9, 2021, and was able to authenticate the Customer after updating the date of birth on file.  The Bank restored the Customers online banking access, and the Customer successfully logged in to the Banks online platform the same day.
  Based on the above details, the Bank kindly requests this complaint be closed.

  Customer response

  12/13/2021

   
  Better Business Bureau:
  
  The bank contacted me and was able to verify me. They had an error with my birthday in their system.

  Please close the complaint!
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Apple card has been restricted for over 3 months, every time I called they told me we are reviewing your account and we will escalate the issue, someone will call you what is best to call you, but they never call.This is what I get every time when I call them. I don't know what to do with them. For the record my card paid in full there is no issue with payment or the card balance. Goldman Sachs suddenly decided to review my account and sleep on it for 3 months why?????????.I like to find out how long more will take this review of theres and get a quick response, I think it is time to make a decision about account closing or opening.

  Business response

  12/10/2021

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on December 03, 2021. We appreciate the opportunity to address the concerns raised by ***** Suleimanyan (the Customer) related to the status of their Apple Card account.
  
  The Bank conducted an investigation related to the account and confirmed that a r processing error occurred, and the account remained restricted longer than expected.   The Bank reviewed the account and confirms that the Customers account is active and available for use. The Bank does not provide additional information related to the investigation. As of December 9, 2021, the Customer has a total balance of $0.00.
  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased my Iphone 13 in September and opened an Apple credit card through Goldman Sachs and what I was told by the employee that I would get 6 months same as cash. I purchased the phone for $1278.86 and got a $230 refund for turning in my old phone on 10/6 which gave a balance of $1048.66. I told them that I would pay this phone off in 2 months anyway. 10/31 was my 1st payment of $622.57 and then for some reason it did another payment in the amount of $426.29 and I called and had them cancel my payment. I asked the person on the phone, if I was going to get charged interest and they said no as long as my next payment was going to pay off my card, which it was. On 10/31/21, I got charged $6.93! I paid off my card on Tuesday, November 30th in the amount of $440.12 and yet AGAIN I was charged interest in the amount of $6.58. This is BAD BUSINESS. I just got off the phone with ******* and also ******* and they weren't any help. ******* told me that the ONLY way that they could reverse out the $6.58 and $6.93 that if they took all of the money and converted it as a CREDIT to pay off my card in 2 years. I do NOT want this. This is NOT what I signed up for. All I want if for them to CREDIT back my card those 2 amounts. I should NOT be penalized for the employee's mistake at the ******************** for telling me the INCORRECT information.

  Business response

  12/10/2021

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on December 03, 2021. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to their Apple purchase.
  
  The Bank reviewed its interactions with the Customer and did not identify any incorrect information provided by a Bank representative.  Unfortunately, the Bank is unable to confirm any information provided by a merchant.
  
  The Bank also reviewed the transactions on the September 2021 billing statement and confirmed no bank error occurred. The transaction the Customer referenced was made at an Apple Store and the Customer did not purchase the item under the Apple Card Monthly Installments program. Transactions not purchased under the Apple Card Monthly Installments program are subject to the variable Annual Percentage Rate (APR) for their Apple Card Account. As a courtesy, the Bank has provided a refund of the interest assessed.
  
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They keep calling me saying it's about my Apple Card application, but I have never done business with them ever. I've never applied for an Apple card. I've called twice now to be removed from their calling list and they keep claiming my number isn't in their system, then they proceed to ask for my full name and other info. Last time they called they said the message is for ***** but I don't even know a *****. I'm on the national do not call registry. They've told me the company itself doesn't have a do not call list, which is an outrageous claim for 2 high profile companies. I have blocked them already but they called with a different number the second time.

  Business response

  12/09/2021

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on December 02, 2021. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to receiving calls from the Bank about an Apple Card application.
  
  The Bank conducted an investigation and confirmed that an Apple Card application occurred associated with the phone number provided in the complaint. As a result, the Bank made outbound calls to the phone number related to the Apple Card application. The Bank confirmed the application is noted to not make additional outbound calls to this phone number. 
  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello-I mailed check payment of $2000 to Marcus by Goldman Sachs, check was received on 11/22 and cleared my bank (***** Fargo) on 11/23- as of today 12/1 they still have not posted to my account # ************* Call ******************** 3 times in the past week and they state they have not received the check payment even though the check has been cashed. See attached proof of payment and cleared check.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a credit card Apple credit card by Goldman and Sachs . I tried to purchase a item online I was denied by this credit card ( Apple ) I called the following business day I had given Apple the wrong bank ac**unt number updated the file via **nversation with the Apple specialist I instructed Apple specialist I do not Want to purchase item . The Apple specialist said no problem it didnt go threw it was denied Apple authorized charge. Without my authorization now stating that I must pay the balance $2174.64 also they said that I must put in a fraud claim but it shouldnt be a fraud claim simply put I did not authorize . Also Apple lied said ** tried to **ntact me. I can prove . Thats a lie via my phone re**rds . I need help . Apple is **mmitting fraud and running around in circles. I didnt authorize purchase I live in ******* the item was sent to ********** .

  Business response

  12/08/2021

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on December 01, 2021. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to a transaction on their Apple Card account.
  
  ******** conducted an investigation related to the transaction with the merchant, The Realreal, in the amount of $2,211.44 and confirmed no error occurred. The Customer authorized the transaction on September 18, 2021 and posted to the Apple Card account on September 20, 2021. ******** does not have record of a declined transaction or misinformation provided.
  The Customer contacted the Bank on September 26, *************************************************************** the amount $2,211.44, and a temporary credit was issued to the account. ******** conducted an investigation related to the dispute and based on the investigation and the review of the evidence, the Bank resolved the dispute in favor of the Merchant on November 23, 2021. ******** confirmed no error occurred.
  As a result of an inadvertent system error, the Bank sent a letter to the Customer advising the Bank resolved the dispute in their favor on November 30, 2021. As a result of this error, the Bank issued a permanent credit in the amount of $2,211.44 on December 9, 2021.
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am owed a credit of $160. Sept 27, 2021 I called to get that credit sent to me by check. I have been told four times now that a check was sent. I have never received a check. A couple weeks ago I sent in a complaint through the bbb. I was credited the $160 to my account which is fine by me at this point and two days later it was taken away. I called again. Again I was told a check was sent 5 days prior- again no check has been received. I have requested a call back 4 times by a manager and have only received one call. This business told the bbb to close this complaint because they sent a check. That was over 2 weeks ago and no check has arrived. This company owes me $160, keeps lying to me about a check being sent, will not credit my account and refuses to return my calls. It has been two months and this is not resolved. To resolve this I want the $160 put back on my account immediately - as its clear no check has ever or will ever actually be sent.

  Business response

  12/02/2021

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 25, 2021. We appreciate the opportunity to address the concerns raised by ********************* (the Customer) related to a credit balance on their Apple Card account.
  
  ******** conducted a review of the account and confirmed the Customer has a credit balance of $161.13. ******** processed a credit balance refund and sent the Customer a refund check in the amount of $161.13 on September 27, 2021. The Customer stated that the refund check was not received. ******** cancelled the original refund check on November 08, 2021. ******** then reissued a refund check in the amount of $161.13 on November 10, 2021 to the Customers address that we have on file. The Customer contacted the bank on November 12, 2021 and requested the credit balance refund check issued on November 10, 2021 be cancelled and for the funds to be placed back onto the Apple Card account. ******** confirmed the reissued check has been cancelled and the funds credited to the Customers Apple Card account on November 30, 2021. ******** contacted the Customer on November 29, 2021 to address their concerns.
  
  Based on the above details, we kindly request this complaint to be closed. 

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