Complaints

This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Marcus by Goldman Sachs

  11850 S Election Rd Draper, UT 84020-6887

  
• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  
• 

  Marcus by Goldman Sachs

  PO Box 1978 Cranberry Twp, PA 16066-0978

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a laptop PC from Best Buy for about $1,600.00. Marcus GM Credit Card Company declined my charge two times. I have an $8,000.00 credit limit on my card and pay it off every month. I then tried to order the same PC though Acer Computer Store at least two times and Marcus turned it down again. I ordered through Amazon and Marcus turned it down even after I had called them two to three times. Today I called Marcus at least six times and was hung up on at least two times. I have over seven hours labor on trying to get Marcus to approve my order for a $1,600.00 PC. Marcus keeps turning it down. Marcus claimed once that I used the wrong credit card, but I have the receipt showing I used the correct credit card. On my second order from Amazon they raised the price by $55.78. I have been on the phone for four hours today about this PC order.. How am I going to be able to Christmas shop for my family if Marcus does not let me use my credit card?

  Business Response

  Date: 11/14/2022

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on November 10, 2022. We appreciate the
  opportunity to address the concerns raised by * ***** (the “Customer”) related
  to declined transactions.

  The Bank conducted an investigation and confirmed no bank
  error. The Customer’s transactions were declined due to Bank systems in place
  to protect account security. The Bank advises once transactions have been approved
  via email or over the phone to attempt the transaction for the same merchant within
  24 hours. The Bank apologizes for any inconveniences the Customer may have
  experienced.

  Based on the above details, we kindly request this complaint
  to be closed.

  Business Response

  Date: 11/17/2022

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on November 15, 2022. We appreciate the
  opportunity to address the concerns raised by * ***** (the “Customer”) related
  to declined transactions.

  The Bank conducted an investigation and confirmed no bank
  error. The Customer’s transactions were declined due to Bank systems in place to
  protect account security. The Bank’s system indicates the decline verification email
  was sent to the Customer within a minute of attempting the declined transaction.
  The Bank advises once the declined transactions have been verified via email or
  over the phone to re-attempt the transaction for the same merchant within 24
  hours. This is to reduce the chance of the transaction being declined again. The
  Bank apologizes for any inconveniences the Customer may have experienced.

  Based on the above details, we kindly request this complaint
  to be closed.

  Customer Answer

  Date: 11/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I stand behind my original complaint and the facts that support my complaint.  My position is to not use Marcus as much as possible.  I will only use their card for toilet paper, chewing gum and peanut butter.

   

  I will reopen my CapitalOne account.  CapitalOne knows how to operate a business as stated by Clark H*****, the consumer warrior.

   

  Bad publicity is the best way to mark (F-) a company like Marcus that is to ignorant to see a problem, admit to the problem and then take corrective action for the future.

   

  I agree to go ahead and close my complaint and let Marcus sink (F-).
  

  
  
  
  
  Sincerely,
  
  
  
  * *****

• Initial Complaint

  Date:11/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several months ago my GM credit card service provider was switched to Goldman Sachs US. I believe that Goldman owes me $7.95 in GM rewards that was promised me but never credited. I have contacted Goldman several times in the past months and was given case# 3-18oac9hj and was told three weeks ago that someone would contact me in 3-5 days. No one has ever gotten back to me. The dispute is two-fold: 1. Since the switch-over there has been a consistent $3.95 discrepancy between the rewards listed on my paper statement and the rewards listed on my internet account. No one has been able to explain this difference. 2. I was promised a $4.00 rewards credit because Goldman promised a $4.00 rewards credit if you set their app up on your smart phone. After repeated failed attempts to do so, and repeated failed promises that someone would contact me to help, Goldman finally admitted that there were tech issues with the set up but that they would credit me the $4.00 because of my repeated time-consuming attempts and their failure to fix it or follow-up with me. Goldman has not kept their promises to me, have not conducted any kind of investigation despite assurances to the contrary, and repeatedly tell me someone will be in touch and then never follow-up. This unprofessional behavior has been going on for several months now. I am at my **** end and am reaching out to the BBB for help.

  Business Response

  Date: 11/15/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 9, 2022. We appreciate the opportunity to address the concerns raised by ********************* (the Customer) related to ** rewards and online account access.

  
  The Bank conducted an investigation and determined the Customer required assistance with their ** Rewards points balance.The Bank contacted the Customer and referred to ** for assistance. As a result,the rewards balance was credited $3.95.
  
  The Bank also contacted the Customer to assist with accessing the ******************** mobile application. As a courtesy, the bank has issued a $4 goodwill credit to the account for reported difficulties accessing the mobile app and obtaining assistance.
  
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 11/15/2022

   
  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

  Date:11/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am here to warn others to refrain from doing business with Marcus by Goldman Sachs. Lies and lies. I open a Marcus by Goldman Sachs credit card for my business which was agreed to only report on my business credit not on personal credit. While opening my account I sought assistance from a Goldman Sachs representative to set up auto payments as I travel abroad several months at a time. This was never done and whats worse Goldman Sachs does not hold their employees accountable to the information and record-keeping data of said accounts. None of the request that I made were process or even recorded. Once I found that the payments had not been said I called Goldman Sachs to bring my account up to date. Weeks later Goldman Sachs decided to start reporting this business credit card on all personal credit bureau.At that time I contacted Marcus several times and was assure the issue had been taken care of and it would take 3 to 4 weeks this was never the case for it remove from the personal credit bureau. Instead they decided to resign their position on credit agency reporting. I should have known to not listen to Goldman Sachs representatives. I have been continuously lie and mislead. All the information that I share was never documented even though i assure it was. There is no accountability by Marcus and they is now unwilling to stop reporting to my personal credit and at this point I will settle the account and close it. Use any other business credit card providers. Marcus is full of lies and deceits

  Business Response

  Date: 11/15/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 9, 2022. We appreciate the opportunity to address the concerns raised by ********************* (the Customer)related to payments and credit reporting.

  The Bank conducted an investigation and confirmed no bank error. Upon review of previous interactions, the Bank was unable to locate an interaction regarding automatic payments until after the account was more than 30 days past due. The Bank reports business accounts to the ************************ Exchange while the account remains current. If a business account goes more than 30 days past due, the Bank reports the account to the Consumer Credit Reporting Bureaus in addition to the ************************ Exchange.The Bank is unable to remove the reporting from the Consumer Credit Reporting Bureaus as requested. The Bank submitted an update of the Customers account to the credit reporting agencies on November 14, 2022 to reflect the current balance. Additional information regarding credit reporting can be found in the ** Card Customer Agreement. The Bank apologizes for any inconveniences the Customer may have experienced.

  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This bank is crazy they close all my accounts savings credit cards and get away why they won’t even locked online access

  Business Response

  Date: 11/16/2022

  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
  November 9, 2022. The Bank appreciates the opportunity to address the concerns
  raised by ******* ****** (the “Customer”) related to accessing an Online
  Savings Account (“OSA”) and GM Card account.

  
  On
  August 16, 2022, the Bank closed the Customer’s OSA. Per the Banks’s Deposit
  Account Agreement, the Bank has the right to close or restrict any Online
  Savings Account at any time without notice and without the Customer’s consent
  for any reason unless prohibited by applicable law.

  
  On August 19, 2022,
  the Bank mailed a letter to the Customer’s address on file advising that funds
  from the OSA can be withdrawn in whatever manner the Customer
  chooses, but after 30 days of inactivity, the account would be closed and funds
  would be mailed via check. On September 20, 2022, the Bank closed the account
  and mailed a check to the Customer. Per FedEx, the
  check was delivered to the Customer on September 27, 2022.

  
  In addition, on October 20, 2022, the Bank closed the
  Customer’s GM Card account, in accordance with the GM Card Customer Agreement.
  The Bank provided notice of the account closure that same day

  
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 11/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don’t agree why all my accounts should be closed I didn’t do anything in a single month 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/08/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [1] MARCUS bank and its website's errors falsely lock or delay users out of its system.[2] COMPLAINANT was able to update contact information only using SSN and Birthday when email/mobile-number on file were unavailable via the customer support. (after just a few login attempts without a "temporary ********] COMPLAINANT ON 2022-11-8 TUE around 2:00 PM called MARCUS to update the phone number on file after failing to receive token on email-on-file. COMPLAINANT did try to update online with a functional email to receive a token, before "needlessly" calling support. Before this incident all contact information was confirmed by COMPLAINANT without problem. Further Login attempts successful.[4] Then the customer support requested a token via email for which MARCUS failed to deliver online in the first place. Customer support indicated that the reason for this request was due to "temporary lock" as COMPLAINANT failed to login. This is perplexing given there was no pre-existing problem to begin with to refuse this update, until MARCUS failed to deliver a email based token.[5] What if COMPLAINANT called minutes earlier before an attempt or afterwards? Would the update be successful without much problem?[6] MARCUS is using a technical error that it failed to prevent, as a reason to refuse to update the contact information via customer support. (When there was no pre-existing problem or basis to deny this update with)?[7] Customers shouldn't be facing inconvenience for an issue MARCUS fails to maintain. Why is Marcus is concerned about a potential account breach during this call when MARCUS was the one that failed to deliver a functional code? [8] If the system has a glitch once a while to force a call, what does it accomplish or secure?[9] Isn't postal mailing for any update enough to secure the account despite how the update was made?[10] Is there a fixed criteria to provide both convenience and security for all its customers?

• Initial Complaint

  Date:11/08/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife, ********, and I have credit cards through Marcus by Goldman Sachs. My wife, ********, pays the bill every month early in order not to accrue any interest charges. And every month we get a bill with interest charges. in the month of Oct 2022 my wife, ********, with my consent over the phone placed a phone call regarding these charges and someone was going to take care of this or call us back. Well, this companies does not a goodreputation for customer satisfaction so needless to say no one call me or my wife, **********************. I had my wife, ********, file a complaint and this company would not accept the complaint even though my wife, ********, is an authorized user on the account and has her own credit card. Something needs to be done with this company and their terrible customer service. Please look into how they are nickel and diming every customer on their policy of charging interest on bills that are PAID IN FULL BEFORE THE DUE DATE LISTED ON THE STATEMENT.

  Business Response

  Date: 11/14/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 8, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to interest charges and late fees.

  
  The Bank conducted an investigation and confirmed no bank error. To avoid interest charges, Customers are required to pay the statement balance in full by the due date. According to our records, the Customer did not pay the full monthly balance for the statement generated on July 11, 2022, by the due date of August 11, 2022. As a result, they were charged $7.82 of interest and $29.00 in late fees. The Bank charged trailing interest in the amount of $32.56 on September 11, 2022. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement.

  
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18377271
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in the *******************, I work from 9am - 6pm PST. I see clients all day and i asked them to only call me on the weekends . They told me that they can do that and the system doesn't work this way. Also I told them when I scheduled a payment for a later day , the day I get paid, and asked if why they continue to call me. They said in the system because the payment is past do the '"system " will continue to call me . SO what I had to do was ask them to put me on a do not call list, its not that they cant call me to remind me , it that they wont stop bothr *** me dur*** my work day .

  Business Response

  Date: 11/15/2022

  Goldman Sachs Bank USA received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 08, 2022. We appreciate the opportunity to address the concerns raised by ************************************************** (the Customer) related to phone calls made by the ***************** conducted an investigation and confirmed no error occurred. The Customers account became past due on October 01, 2022, and the Banks internal Collections team began to make phone calls to the Customer in an attempt to remind them of the minimum amount due and the due date. On November 08, 2022, the Customer contacted the Bank, and requested that the Bank no longer call the Customer between the hours of 9:00 am and 6:00 pm PST. The Bank is unable to specify what date and what time the Customer would receive a phone call. The Bank representative offered to flag the account to stop receiving calls from the Bank, and the Customer accepted. The account has been flagged, and the Customer will no longer receive calls from the Bank.
  The Customer made a payment on November 10, 2022, in the amount of $95.00, and the account status has updated to current. The Bank regrets any frustration the Customer may have experienced.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:11/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took out a personal loan. Loan was paid in full. They will not delete my account and information now. They told me on the phone that they keep my information forever and that I cannot request it to be deleted. This is highly unethical and suspicious. Why are they keeping my information?

  Business Response

  Date: 11/15/2022

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above
  referenced complaint via the Better Business Bureau (BBB) Complaint Portal on November 8, 2022.
  We appreciate the opportunity to address the issues raised by ***************************** (The Customer)
  related to the reporting of their personal loan (the Loan) account status to one or more ****************************** (CRAs).
  The Bank conducted an investigation and reviewed the information provided by the Customer, as well as
  our records, and determined that an error did not occur with the reporting of the customers Loan
  payment history, date of last payment, or account information being furnished to the CRAs. As advised
  in the Customers Loan agreement, the Bank may report information about the Loan to the credit
  bureaus.
  Our records indicate the customer took out the Loan on October 9, 2018, with a principal balance of
  $25,000.00. As of August 16, 2021, the Customers loan was paid in full. Their account information is
  accurate as of August 31, 2021. Marcus is obligated under applicable law to report accurately.
  Furthermore, Marcus is required by law to retain certain records related to a loan application. These
  records may include personal or account information you provided during the application process.
  Marcus cannot delete or remove this information from our internal systems. All personal and account
  information is subject to our privacy and retention policies and is securely stored.
  Based on the above details, we kindly request this complaint be closed

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18375402
  
  I am rejecting this response because:the information you claim you. Wed to hold on to is not yours to keep. The account was paid in full, our business ended. You do not get to keep consumers information indefinitely. Maybe we should contact the attorney general to investigate why a company feels they can keep someones personal information when the account should be closed and information deleted. Are you selling our information?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a CD account with Marcus that matured in the last week of September 2022. Before the maturity date, I had arranged for the money in the CD account to be transferred to my checking account at another bank. However, that transfer never occurred. A month went by. Upon trying to access my Marcus account to see if the money was still there, I found out that my account is temporarily locked and I can't access anything. In order to unlock the account, I had to call. I have now called Marcus 3 times and spoken to 3 different people who have all told me that my Marcus account has been forced closed, and "for privacy and security reasons" they are not allowed to say to me the reason for the forced closure of my account. This doesn't make any sense, because it is my account, so I'm not sure whose privacy and security they are concerned about. In addition, they have told me that at this point, the money can't be transferred to the checking account I had intended for the money to go to, but they can return the money to the original funding account. I was promised this process would take 3 to 5 business days. It has now been 6 weeks since the maturity date of my CD account, and well over 5 business days, but my money has yet to be returned to me, and no one at Marcus can tell me when I can be expecting my money or why there's been such a huge delay. There is around $10,036 Marcus is withholding from me, and they won't even tell me why. They seem to be in no rush to resolve this issue. All I've gotten from them are empty promises that the transfer will be completed in 3 to 5 business days. At this point, I find it hard to believe that a transfer has even begun. No one seems to be able to give me any information, and I'm running out of options here on how to proceed.

  Business Response

  Date: 11/14/2022

  BBB Response ********
  ID ********
  
  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 November 7, 2022. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer)related to accessing funds for a Certificate of Deposit (CD) account.
  On August 31, 2022, the Customer requested that, at the maturity of their CD on September 23, 2022, the Bank transfer the account balance to an external account. For the transfer to be completed as requested,the Bank required ownership verification of the external account; however,while preparing to contact the external institution for verification, the Bank identified security concerns and restricted the Customers account.
  On October 29, 2022, the Customer contacted the Bank, and a Bank specialist advised the Customer that the funds could only be transferred back to the CDs original funding account. The Bank specialist informed the Customer that the Bank initiated the account closure and funds transfer; however,the Bank specialist inadvertently did not process the request. On November 11,2022, the Customer contacted the Bank to again provide authorization for the transfer, but the line disconnected prior to completion. The Bank requests that the Customer contact the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to reinitiate the CD closure and transfer of funds.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 11/22/2022

   
  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

  Date:11/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested an Apple Card on my phone and was approved. I then waited for the card to arrive with information on how to use it - it never arrived. After a couple of weeks I went online and figured out how to purchase a computer using it [online]. I paid $100 a month and paid off the computer I purchased with the card - I thought I was done. I receive a notice, by Credit Karma, that I was 30 days late a payment of $48.00. I called their support and it turns out they automatically switched payments over to the Apple card and were using it to pay for my Pimsleur subscription ($20 a month). They said they sent me notifications using the "email attached to my phone". An email account that had been wiped out when ********** had a ransomware attack. Since I no longer used the account [except for my phone] I created a new one **************************** when services were restored; I've been using it since.I had no idea that a payment was due, nor that they were using it to pay my phone subscriptions. It doesn't seem fair that I have this on my report for 7 years when they did not even "verify" that the email was valid. One of my grandkids could have applied for the card - I never would have known.I would have expected to receive a late notification in the mail - I received "NO NOTIFICATIONS". This was an honest mistake that could have been avoided if they simply had an email verification.

  Business Response

  Date: 11/14/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 07, 2022. We appreciate the opportunity to address the concerns raised by *********************************** (the Customer) related to their email address and credit reporting for the Apple Card.
  
  ******** conducted an investigation related to the email address and confirmed no Bank error occurred. According to the Banks records, the Customer opened the account on October 16, 2021 using their Apple ID. Per the Customer Cardmember Agreement (CCA), Customers can view their transaction history and statements in the Wallet App and online at card.apple.com. The Apple ID associated with Apple Card is unable to be modified once the account is opened.The Customer can update the email address associated with their Apple ID by following the instructions in the support article https://support.apple.com/en-us/HT202667 titled Change your Apple ID or by contacting Apple directly. Once the email address associated with the Apple ID is changed it will reflect on the Apple Card account.
  
  ******** conducted an investigation related to credit bureau reporting and confirmed no Bank error occurred. The Customers account did not receive the required minimum payment due for the months of May 2022 and June 2022. As a result, the Bank reported the account to the credit reporting agencies as past due. ******** has sent Payment Due Reminders, Missed Payment Reminders and Eligible for Bureau Reporting reminders to the email address associated with the Apple ID provided by the Customer when the Apple Card account was opened.******** confirmed the credit reporting is correct and accurate, the Bank is obligated to report accurately to credit reporting agencies. ******** is unable to remove the Customers credit reporting.
  
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18359879
  
  I am rejecting this response because:

  I never received an email on ******************************** because it was not a valid email address; when **********

  was hit with ransomeware all accounts were lost.  The only placed it was use was my phone.

  Any and all credit cards that I have applied for online resulted in a credit card being mailed.  I expected no less here.

  For something as critical as a persons financial status I would expect the primary communication source to be validated

  which was never done.   I had no idea you switched over to the card and were billing it or I would have paid.

  Again, you never validated the email, basing it solely on the lack of an error should not (and probably is not) legal.

  if need be this will be my next course of action - this is not fair, I was never notified.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/22/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 15, 2022. We appreciate the opportunity to address the concerns raised by *********************************** (the Customer) related to their email address and credit reporting for the Apple Card.
  
  As provided in our previous response, the Bank conducted an investigation related to the email address and confirmed no Bank error occurred. According to the Banks records, the Customer opened the account on October 16, 2021 using their Apple ID. Per the Customer Cardmember Agreement (CCA), Customers can view their transaction history and statements in the Wallet App and online at card.apple.com. The Apple ID associated with Apple Card is unable to be modified once the account is opened. The Customer can update the email address associated with their Apple ID by following the instructions in the support article https://support.apple.com/en-us/HT202667 titled Change your Apple ID or by contacting Apple directly. Once the email address associated with the Apple ID is changed it will reflect on the Apple Card account.
  
  ******** conducted an investigation related to credit bureau reporting and confirmed no Bank error occurred. The Customers account did not receive the required minimum payment due for the months of May 2022 and June 2022. As a result, the Bank reported the account to the credit reporting agencies as past due. ******** has sent Payment Due Reminders, Missed Payment Reminders and Eligible for Bureau Reporting reminders to the email address associated with the Apple ID provided by the Customer when the Apple Card account was opened. ******** confirmed the credit reporting is correct and accurate, the Bank is obligated to report accurately to credit reporting agencies. ******** is unable to remove the Customers credit reporting.
  
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 11/24/2022

  Complaint: 18359879
  
  I am rejecting this response because:

  PLEASE read what I'm saying.  The email account that you used was not valid and was never verified so I NEVER GOT AN EMAIL from the bank.   I  got this card to improve my credit and as a result my credit score dropped 40 points because your system failed to verify that the email account that you were using was a valid one.
  

  Yesterday I signed up for a ***************** site Discord, they verified not only my email account but also my phone number - and it has nothing to do with finances.  I would expect that any financial system would do this as a minimum before destroying someones credit. 

  Your system is flawed.  Please do not respond to the fact that the bank sent me an email as though this was proof enough - I NEVER GOT AN EMAIL.  PLEASE address your system of verification and how it is okay to ruin someones credit when you did not even have a process to verify that the email account being used was a valid one.

  I NEVER RECEIVED A SINGLE EMAIL, LETTER, OR PHONE CALL.   You went right to ruining my credit with a missed $48.00 payment after I had paid off over $600 thinking that I was done with that card.

  Please accept responsibility for your FLAWED process that doesn't even ensure the email you are using, the ONLY source of communication, is a valid one.  

  THIS IS MY COMPLAINT - PLEASE ADDRESS MY COMPLAINT.
  

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 12/05/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 28, 2022. We appreciate the opportunity to address the concerns raised by *********************************** (the Customer) related to their email address and credit reporting for the Apple Card.
  
  As provided in our previous responses, the Bank conducted an investigation related to the email address and confirmed no Bank error occurred. The Bank does not verify active email addresses during the application process. According to the Banks records, the Customer opened the account on October 16, 2021 using their Apple ID. Per the Customer Cardmember Agreement (CCA), Customers can view their transaction history and statements in the Wallet App and online at card.apple.com on the first of each month. The Apple ID associated with Apple Card is unable to be modified once the account is opened. The Customer can update the email address associated with their Apple ID by following the instructions in the support article https://support.apple.com/en-us/HT202667 titled Change your Apple ID or by contacting Apple directly. Once the email address associated with the Apple ID is changed it will reflect on the Apple Card account.
  
  The Bank conducted an investigation related to credit bureau reporting and confirmed no Bank error occurred. The Customers account did not receive the required minimum payment due for the months of May 2022 and June 2022. As a result, the Bank reported the account to the credit reporting agencies as past due. The Bank has sent Payment Due Reminders, Missed Payment Reminders and Eligible for Bureau Reporting reminders to the email address associated with the Apple ID provided by the Customer when the Apple Card account was opened. There have been no bounced or unsuccessful emails/notifications. The Bank confirmed the credit reporting is correct and accurate, the Bank is obligated to report accurately to credit reporting agencies. The Bank is unable to remove the Customers credit reporting.
  
  The Bank reviewed the email address on file and confirmed the Customer has not yet updated their email address. The Customer can update the email address from their Apple ID. If the Customer has additional concerns related to the email addresses associated with their Apple ID, we encourage them to contact Apple directly.
  
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18359879
  
  I am rejecting this response because: there must be an ********************** robot on the other side of this response because a human could not possibly be reading this.   YOU ARE NOT ADDRESSING MY COMPLAINT.  I am asking Golden Sachs to be fair and provide a just solution; all "you" keep doing is replying with the same response.
  

  A response clearly states ********* does not verify active email addresses during the application process."

  THIS IS MY COMPLAINT.   When I got my IPhone countless years ago I used an email address that was valid at that time.  Back around 2019 (rough estimate) my service provider ********** got hit with ransomeware and I lost all my accounts and services.  When they came back up I started using a new email account, that I use to this day. 

  Since the time I applied for the Apple Card, to the time it was submitted to the credit companies with a late payment - I had not received one email and had no idea it was being used or that I had a balance.  I bought a computer with it and paid $100 a month until it was paid off and as far as I knew - I was done with this card.

  I applied for this card to improve my credit.  Because Golden Sachs did not validate the email, never contacted me, nor submitted a missed payment, my credit score dropped over 60 points and today I'm still 40 points behind (because of this missed payment).

  **** is not fair, I did not know I was past due, it is not "I" that is the irresponsible party here.  Since my wife pays the bills I added her to the card via IPhone sharing and to our dismay HER account took a 40 point hit.  Crazier yet you RAISE our credit limit to $7,000.00.   I suspect it was raised so we don't cancel the card because that will cause us another credit hit. 

  MY COMPLAINT FOR ANY HUMAN THAT MIGHT READ THIS FOLLOWS:

  My complaint is that Golden Sach's never validated an email address that was tied to my phone for countless years, that had been invalid for years.  **** financial institution would use this as the sole address for all communications to handle financial transactions.  

  I WOULD HAVE PAID THIS HAD I KNOWN ABOUT IT.   All I am asking is for a fair and just outcome - that this $48.00 missed payment be removed from my credit report because it is there due to the fault of Golden Sachs never validating the sole source of communication for financial matters.

  PLEASE ADDRESS THIS COMPLAINT.  Otherwise I can "NEVER" accept your response and we can do this forever or at least the 7 years this will be on my report..... 

  
  Sincerely,
  
  ***********************************