Business Profile

Bank

Marcus by Goldman Sachs

Headquarters

Complaints

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

Customer Complaints Summary

1,703 total complaints in the last 3 years.
598 complaints closed in the last 12 months.

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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:10/27/2022
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.
I have a GM credit card with Goldman Sachs by Marcus-in April last year they applied a payment of $228.16 of my husbands account (I have a completely different account) to my credit card with them. In August they finally figured out what happened and finally credited his account. When they went back to my account they removed the $228.16 they had credited me and recharged that which is fine I had a balance. But when I got my August bill (and I pay my balance off each month) they charged me interest so I called them and spoke to a rep by the name of Joseph who told me he would deduct the interest charge and I should pay the lower amount on the bill. Well when Septembers bill came they charged me interest because "I hadn't paid the full amount" -this is ridiculous I should not have to pay interest on something that was their mistake -the interest was $6.43 which is what I am disputing-I have called them 8 times and have gotten 5 letters back saying they do not owe me anything. I then sent I letter detailing what had happened. They keep saying they have "tried to call me" but I have no phone call on my cell from them-they just send me an email saying to call them and when I do even talking to a supervisor they say they can't rectify anything for me or send me to another higher level for help-this is totally ridiculous. I just want the $6.43 credited to my account for a mistake they had made.
Business Response
Date: 11/02/2022
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 October 27, 2022. We appreciate the
opportunity to address the concerns raised by ***** ******* (the “Customer”)
related to interest charges.
The Bank conducted an investigation and confirmed an error
occurred. The Bank applied a credit of $6.43 on October 31, 2022. The Bank
regrets the frustrations the Customer experienced.
Based on the above details, we kindly request
this complaint to be closed.
Customer Answer
Date: 11/02/2022

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. Thanks for the BBB assistance as it should not have been so hard to get this resolved at the credit card company. Their customer service and the ability for their associates to help customers resolve issues is sorely in need of changes. We never had any issues with the prior GM credit card company.

Sincerely,

***** *******
Initial Complaint
Date:10/27/2022
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.
On Oct.26, 2022, I created an online saving account with Marcus and transferred $20000 after opening the account. Marcus acknowledged the transaction and successfully taken the money out of my bank account. But the second day after the transaction is completed, they sent me an email saying they locked up my account. I called back to see why would that be the case but they refused to reveal the reason and just said they need to further verify my identity by sending me a code to my number. I provided the number and they said my number is not available in their system and they cannot send me the code, which doesn't make any sense to me because I used exactly the same number when I create the account and it works perfectly when I did that. So I provided another number from my friend per their requests, and again they said the number is not available so they refused to verify my identity that way. The only thing they can do is sending me some document and I need to do the notary myself and send the document back but they cannot guarantee how long the process would take and before they unlock my account, I can only leave my money with them.And again I asked, if they can transfer the money back to my original account and firstly they said they need to let me talk to another department but after waiting for 30 mins, they told me that is not an option either and there is nothing they can do here to either send my money back or unlock my account. I feel this is extremely unreasonable and would like to request the money refund to my original bank account.
Business Response
Date: 11/03/2022
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 October 27, 2022. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer)related to accessing their ************** Account (OSA).
October 24, 2022, the Customer opened an OSA and funded their account the following day; however, due to security concerns on the account ownership, the Bank restricted the **** 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.
On October 27, 2022, the Bank and the Customer spoke on multiple occasions to attempt to clear the security concerns, but the Bank was unable to verify the Customers identity. The next day, as an alternative method of identity verification, the Bank mailed an Affidavit of Identity ***** to the Customer to complete and return. However, the Customer informed the Bank that they would not return the *** and requested to close the **** The Bank advised the Customer that the account closure could be requested November 01, 2022, as the funds would not be available for transfer until then.
For further information on the account closure, the Bank requests that the Customer call the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am -7 pm ET.
Based on the above details, the Bank kindly request this complaint to be closed.
Initial Complaint
Date:10/26/2022
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.
The payment processes of the checks from my bank is routinely delayed, often causing temporary holds. I have repeatedly been charged interest even though my credit payments are made on time. Most recently, my card has been placed on hold, not allowing charging, even though the payment was made in full and on time, apparently because it was a larger payment? I have never experienced any credit payment issues like this prior to goldman sachs taking over this card, nor on any other credit cards... very poor business operations which create a very disadvantageous service for the customer.
Business Response
Date: 10/27/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 26, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Customer)related to payments.
The Bank conducted an investigation and confirmed no error occurred. Payments are applied to the outstanding balance on the business day the payment is processed and interest does not accrue for the payment amount. The amount of time it takes for payments made from a bank account to reflect in the available credit can vary based on the payment amount and account history. The Customer should continue making payments on time, and over time, faster updates should be experienced. The ** Card Customer Agreement states after receiving a payment, the Bank can immediately increase the available credit, or delay increasing the available credit on the Account for a period of time. The Customer can check the status of the available credit by going to the Marcus App, online at www.marcus.com,or by contacting the Bank. The Customers payment in the amount of $15,398.21 made on October 18, ******************** the Customers available credit on October 28, 2022. To avoid interest charges, Customers are required to pay the statement balance in full by the due date. According to our records, the Customer carried a balance over multiple months which would cause interest to accumulate daily. The interest charge of $222.42 is for the dates of September 24, 2022 to October 18, 2022 when the balance was paid in full. If the balance of $9,527.53 is not paid in full by November 20, 2022, the Customer will incur more interest. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement. The Bank regrets the frustrations the Customer experienced.
Based on the above details, we kindly request this complaint to be closed.
Customer Answer
Date: 10/27/2022

Complaint: 18315018

I am rejecting this response because:

I am not seeking any increase in credit. My card was no longer available to be charged, even though payment was made in full and on time. When I contacted Goldman customer service, I was told that the card was on hold until the payment was processed for another 8 days. I am also unclear as to if the interest charge will be refunded since the payment was made timely, as has been the case in recent past months. The electronic checks issued from my tank take in excess of 10 days to process, which is significantly longer than previously experienced prior to Goldman taking over the card and account.

Sincerely,

***************************
Business Response
Date: 11/04/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 28, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Customer)related to payments and interest charges.
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 statement balance for the period of July 24, 2022 to August 23,2022 by the due date of September 20, 2022. As a result, they were charged $92.65 of interest. The Bank charged trailing interest on October 23, 2022 in the amount of $222.42 for the dates of September 24, 2022 to October 18, 2022 when the balance was paid in full. The Bank is continuing to work with the Customer regarding the interest charges. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement. The Bank advises that check payments can take up to **** business days to be received and processed.
Additionally, payments are applied to the outstanding balance on the business day the payment is processed and interest does not accrue for the payment amount. The amount of time it takes for payments made from a bank account to reflect in the available credit can vary based on the payment amount and account history. The Customer should continue making payments on time, and over time faster updates should be experienced.The ** Card Customer Agreement states after receiving a payment, the Bank can immediately increase the available credit, or delay increasing the available credit on the account for a period of time. The Customer can check the status of the available credit by going to the Marcus App, online at www.marcus.com,or by contacting the Bank.
Based on the above details, we kindly request this complaint to be closed.
Initial Complaint
Date:10/25/2022
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 HAD AUTOPAY SET UP FOR CREDIT CARD PAYMENT. IN 8/22 THEY DISCONNECTED DUE TO INSUFFICIENT FUNDS WHICH I HAVE VERIFICATION FUNDS WERE THERE, SO I MADE PMT FROM DIFFERENT ACCOUNT THEN I REESTABLISHED THE AUTOPAY IN SEPT THE STATEMENT IS NOW CHARGING ME A LATE FEE WHICH THEY WILL NOT REFUND. BUT THE CALL I MADE TO THEM LAST THEIR REP ******** ALL THE **** WAS CORRECT FOR AUTOPAY AND IS NOW HAPPENING. BUT THE **** SENT VERIFICATION THEY DIDNT EVEN ATTEMPT PMT BUT NOW REFUSE TO REMOVE THE DEROGATORY STUFF FROM MY REPORT AND LATE FEE FROM ACCT.
Business Response
Date: 10/31/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 26, 2022. We appreciate the opportunity to address the concerns raised by ********************************* (the Customer) related to a reversed payment.

The Bank conducted an investigation and confirmed no bank error. When a payment is processed, the originating financial institution will either agree to send the payment or provide a reason for decline. The payment processed on August 18, 2022, for $100.00 was reversed for insufficient funds. The Bank is unable to refund the fees as requested.

Based on the above details, we kindly request this complaint to be closed.
Initial Complaint
Date:10/23/2022
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.
My GM Rewards Card transitioned from *********** to Marcus by Goldman Sachs. I keep getting offers by both GM and Marcus to get extra reward points on my vehicle services or to spend and get extra reward points. I decided that I'd do it as I need new tires. I signed up for an online account to apply for an increase to cover the tire cost and then called in when I couldn't find the option online. The automated system struggled both times I had to use it. When it took me to the first representative, the representative stayed silent on the phone and then disconnected me. When I called back and got the second representative, who was super nice, she told me that they are not currently offering credit limit increases due to the transition but she could notate my account for when they do in the future. That transition was about 10 months ago. I was considering opening a CD and a ******************* but I'm not sure that I trust this Bank after seeing they're not fully functional 10 months after a transition. I'd just like to apply for an increase from $500 to $1000 to cover the cost of my new tires and get GM's promotion. This is a reasonable request from any consumer. Please come up with a solution.
Business Response
Date: 10/26/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 23, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to credit limit increase.
The Bank is unable to offer credit limit increases at this time. 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:10/22/2022
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 is the 3rd or 4th complaint against this company. I demand the ORIGINAL vendor transactions on this CLOSED account. To my knowledge this account was COMPLETELY PAID. I will be going to lawyers next. The company openly admitted *********** accounts with $0 balances were transferred to them claiming a balance, but the company refuses to investigate my account. This has been going on since February because they are irresponsible, negligent, poorly trained, and unethical. Every employee that calls me has no idea I have been demanding an investigation. The company lies and says it will do one and never has beyond 2021. This account is older than 2017 and has been closed before or in 2017. I want the data prior to 2021. I want my credit report fixed.
Business Response
Date: 10/25/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 22, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to the current account balance.

The Bank conducted an investigation and confirmed no error occurred. Automatic payments with the previous financial institution were canceled and the Customer was notified via email on February 26, 2022. The Banks attempts to contact the Customer were unsuccessful. The Customer may schedule payments with the Bank at any time over the phone or online at Marcus.com. Per the customers request, the Bank requested documents from the previous financial institution and mailed them to the Customer on October 24, 2022.

Based on the above details, we kindly request this complaint to be closed.
Initial Complaint
Date:10/22/2022
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.
My credit card company switched over while my card was being paid in full. I have been promised on 2 different occasions that they would dispute the charges, but they continue to not rectify the situation. The 2nd time she noted it was their error and it would be for sure corrected after she did the necessary write *** for it. I now have a bill over $150 in late fees/interest for a card I havent even used. I keep getting the runaround and no one will give me the satisfaction. I even offered to pay the $22 to be done. They want me to pay the $150 in fees before they are willing to even look into it.
Business Response
Date: 10/26/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 22, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Customer)related to fees and credit reporting.
The Bank conducted an investigation and confirmed an error occurred. On October 26, 2022, the Bank backdated a credit of $22.39 to March 10, 2022. A total of $169.19 in fees and interest have been credited to the Customer. The Bank updated applicable credit reporting.
Based on the above details, we kindly request this complaint to be closed.
Initial Complaint
Date:10/21/2022
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.
My husband passed away in May 2020 (Covid-19).We both had a GM Rewards card through Marcus by Goldman Sachs.I called the customer service line to cancel our cards.I was initially told that our cards were cancelled, but then continued receiving bills that were getting higher even though I had paid my account in full, shredded our cards, and obviously wasn't using them.I called back to learn that our cards actually weren't cancelled, and that I needed to send them an official copy of my husband's death certificate in order to close the account(s).I mailed them an official copy of my husband's death certificate on July 22.After a few weeks, I called back, and even though they confirmed receipt of the death certificate, they now informed me that I also needed to provide a ************************************* Affidavit was completed, notarized, and mailed back on October 5.I called back today, and after talking to a gentleman by the name of ***** (who couldn't/wouldn't provide me his last name), I was told that my ************ Affidavit was received and that "the powers that be" will eventually close our account(s) at an unspecified period of time in the future.
Business Response
Date: 10/28/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 22, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to closing an account.
The Bank has conducted an investigation and confirmed the Customer is not an account owner and is not responsible for the account balance. The Bank reviewed the provided documents and the Customer has been established as the Estate Administrator on October 25, 2022. The Bank has identified a technical error with closing the account and is currently working on resolving this issue as soon as possible.
Based on the above details, we kindly request this complaint to be closed.
Customer Answer
Date: 10/28/2022

Complaint: 18297458

Hello, I am very grateful& encouraged by this progresshowever, I am also wary to close this complaint until the "technical error" has been resolved and my accounts are 100% closed.
I am truly looking forward to this long-awaited resolution& sincerely thank all parties for helping me get there!
Kind regards,
***********************
Business Response
Date: 11/04/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 28, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to closing an account.
The Bank is continuing to investigate the technical error with closing the account and will follow up with the Customer with further updates.
Based on the above details, we kindly request this complaint to be closed.
Customer Answer
Date: 11/04/2022

Complaint: 18297458

Hello, I am rejecting this response once again, because my complaint is still unresolved, and I have received no updates from Goldman Sachs in any capacity.

I can't imagine how a "technical error" is taking such a big company so long to "investigate"... but I will continue to keep this complaint open/active until I feel listened to& me/my late husband's accounts are finally closed after this outrageously protracted experience.

Kind regards,

*********************;
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 7, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to closing an account.
The Bank is continuing to investigate the technical error with closing the account and will follow up with the Customer with further updates.
Based on the above details, we kindly request this complaint to be closed.
Customer Answer
Date: 11/16/2022

Complaint: 18297458

I am rejecting this response because:
Nothing has changed... all I keep getting is the same old robot telling me that the same old technical error is still being "investigated"... no one has contacted/updated me from Marcus/Goldman Sachs& frankly, I'm not holding my breath... but I'm also NEVER closing this complaint! Do the right thing!

Sincerely,

***********************
Business Response
Date: 11/23/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 16, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to closing an account.
The Bank is continuing to investigate the technical error with closing the account and will follow up with the Customer with further updates.
Based on the above details, we kindly request this complaint to be closed.
Initial Complaint
Date:10/20/2022
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.
On Sept 4 of this year this credit card company mistakenly took the whole balance owed on my credit card, this was unauthorized and they admitted to the mistake. On Sept 6 they reversed my 0 balance n the card back to the full amount owed. They would not direct deposit the money back into my account rather saying they had to issue a check. The check was not issued until Sept 27. Today is October 20 and I HAVE NOT RECIEVED A CHECK!. Mail from ************ doesn't take this long. Because they restored the balance on the card I have been generating late fees and interest on a card that should have no balance until I get my check. Their mistake left me in an overdraft status at my bank for over a month. I have late fees, and a thousand dollars in over draft fees, and now Marcus Goldman Sachs has stained my credit and are harassing me for payments missed while waiting for my refund. I had to take out a loan against my car to pay my bills. What I would like to see happen here is either them step up and give me my reimbursement check along with a reimbursement for overdraft charges incurred or wipe my balance clean and keep their check and reimburse me for my over-draft fees. I also would like them to take the **** off my credit for late payments that are not owed to them. I am not looking for any freebies here just that they do what is right and cover their mistake. I will cover the late fees to my other bills but they caused a huge amount of stress in my life here and they don't seem to care at all so I think I should be paid what is owed and what is right.
Business Response
Date: 10/27/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 20, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to a payment.

The Bank conducted an investigation and confirmed no bank error occurred. The Bank has posted the Customers check payment in the amount of $4,675.50 on September 4, 2022, per the Customers request.

Based on the above details, we kindly request this complaint to be closed.
Initial Complaint
Date:10/17/2022
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.
Our company is a midsized construction firm. Recently, the ownership transitioned. During this transition, there were several pain points. One was trying to move our GM Rewards credit card from the old owner, to the present ownership team. We called Marcus by Goldman Sachs to facilitate this. They would not speak with us, and would only talk to the previous owner, who used their name/social to open the account. So we brought the owner in and called back. After a very tedious conversation, MGS customer service rep stated that we could not transfer this existing corporate credit card account to a new primary account holder. They stated that the account would need to be closed, and then a new account would have to be opened. At that time we did not close the account, as we had accrued rewards we would loose. They did allow us to add one of the new owners access to the account and provide that owner a credit card. With the new card in hand, and the issues presumably behind us, the company used this card to make a purchase. Marcus by GS did not change the information to the new card holder, as they stated on the phone, so our company accrued late an interest charges, as the bills/reminders were going to the retired owner. When trying to make a payment on the balance due, we called MGS, this time to get their ACH Company Identification code. The customer service rep could not find our account, when they did find our account, they stated that they couldn't help us, placed us on hold while looking for a manager, came back, and hung up.I find their customer service and internal practices needing improvement.
Business Response
Date: 10/21/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 17, 2022. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to interest and misinformation.

The Bank conducted an investigation and confirmed no bank error. Upon review of recorded calls and notes on the Customers account, there was no incorrect information provided. The Customer was informed that the Bank does not currently change account owners and that the account would need to be closed and the proposed consumer apply for a new account. The Customer did not provide any information to update point of contact such as phone numbers or mailing address.

Based on the above details, we kindly request this complaint to be closed.
Customer Answer
Date: 10/21/2022

Complaint: 18236101

I am rejecting this response because:
******** only partially responded to the complaint. The complaint is that;
1.) ******** does not take corporate transitions into account with their current policies. It is providing inadequate service in relation to our direct experience with other cards/banks which do allow to transition accounts when ownership transitions take place.
2.) ******** was unable to assist with our needs wen we requested the banks 10 digit ACH number. We required their 10 digit ACH # to provide to our bank, so that a pmt due to the bank on the card balance could go through the banks online payment portal, and our banks ACH fraud policy could be satisfied.

Sincerely,

*****************************
Business Response
Date: 10/28/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 21,2022. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to account ownership and payments.

The Bank accepts the following payment methods: one-time payment (ACH), scheduled series payments (ACH), bill pay, money order or paper check. When using any of the payment methods, the account number or card number associated with the account should be used. The Bank does not have a 10-digit ACH number to provide as requested.

Currently,the Bank is unable to transfer account ownership or add new owners to any ** card accounts, personal or business. The Bank regrets any frustration this may cause.

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

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