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:03/30/2025

  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 have been with Marcus by Goldman Sachs for over two years. I opened several **s and one of the ** with $60000 was recently closed on maturity and fund was transferred to Goldman Sachs savings account. I transferred the money in my savings account to one of my external linked accounts and the money got transferred but returned to Goldman Sachs the next day and they broke the link and locked my account. I called customer service/Security/Supervisor at Security and they said they can't authenticate my phone number which is never changed since I opened the account. But I changed the cell phone provider. The said they are sending the form and I never got one. The money is for closing the house that I was supposed to close on 4/2/2025. I still don't have access to the fund and I would be paying $250 per day if I don't close on 4/2/2025. In this world and age, I can't believe Goldman Sachs can't prove the identity of a customer any other way. I would like ********************************************* to contact me as soon as possible and unlock my account as soon as possible.

  Business Response

  Date: 04/03/2025

  BBB Response ************
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 30, 2025. The Bank appreciates the opportunity to address the concerns raised by B ************ (the "Customer) related to accessing their ************** Account (OSA).
  On March 25, 2025, the Bank received a withdrawal request from the Customers *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted to contact the Customer. Subsequently, the Bank declined the transfer request and restricted the OSA.
  The following day, the Customer contacted the Bank and a Bank Specialist assisted with authenticating the customer. However, the Bank Specialist erroneously did not resolve the security concerns and remove the restriction. Consequently, when the Customer contacted the Bank later that same day, the Customer was advised an Affidavit of Identity ***** was required to resolve the security concerns.
  On March 31, 2025, after further review, the Bank contacted the Customer and successfully removed the restriction from the Customers OSA and advised an *** is no longer needed. That same day, the Customer initiated a transfer request from the *** to a linked external account, which the Bank successfully processed.
  Due to the experience, the Bank will provide a credit to the Customers account as a token of goodwill within the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 04/04/2025

   
  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.However, I would like to point out that Goldman Sachs erroneously blocked me due to change in my cell phone carrier although my numbers remains same.  They need to resolve this technical glitch so that other customers do not need to go through the experience that I went through and it is not a good one.

  Thank you !
  
  Sincerely,
  
  B ************

• Initial Complaint

  Date:03/30/2025

  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 March 7, 2025, I was notified of a new address added to my credit report. Upon investigation, I found that Marcus had added another address to my credit report. The address was clearly an INCOMPLETE address. I contacted them that day as per the credit bureau's recommendation. I was told by Marcus that the error would be corrected within 2 weeks. Nothing has been done. I contacted them again today, March 30, to find out why. They can only say it is still in process, but do not know what the holdup is. They say they cannot escalate (even though the error should have already been corrected) or advise what the delay is. I just want them to do their job and correct the error and notify me in a timely manner that the issue has been resolved.

  Business Response

  Date: 04/04/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on March 30, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ********* (the Customer)related to credit reporting for the ********************* conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the account and address on file was reported accurately to the ************************** The Bank is not able to issue credit reporting updates related to the Customers address. The Customer may contact the ************************* directly to validate and potentially dispute invalid information within the credit report. The Bank contacted the Customer on March 31, 2025, to address the concerns and advise the Customer any changes in credit bureau reporting related to personal information, the Customer will need to speak to the credit reporting agencies directly.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23135287
  
  I am rejecting this response because:

  A representative from the bank contacted me. I believe that this is a lack of training among the bank's customer service representatives. She said that the address shown on my account with them is correct, (which it is). However, the address they had sent to Experian was CLEARLY an INCOMPLETE ADDRESS of my previous address (from 3 years ago), not my current address. They had submitted an Apt number, city, state and zip code, (no house number or street name was included) to Experian. She said that although their company had submitted the information, there was no way for them to correct it, which is unacceptable. AND in her "closing" out the complaint, sent me an email saying my recent dispute has been closed out, finding the information of a late payment was in fact confirmed. We never talked about any late payment and my account with them has always been paid on time. Unbelievable, Shaking my head...
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/29/2025

  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 am filing a formal complaint regarding the mishandling of my funds and the failure of Marcus by Goldman Sachs to provide a resolution. Below is a summary of events:March 17, 2024 Transferred all funds from my No-Penalty CD to a Marcus ************** account.March 19, 2024 Initiated a $7,000 escrow wire transfer, but support said wires under $10,000 were not allowed. After increasing the amount to $10,000, they still refused, offering no explanation. Attempted a transfer to my joint KeyBank account, but it was denied due to my wife being the primary account holder.March 21, 2024 Tried transferring funds to a ******* account where I am the primary holder. Marcus called just before support closed, stating the transfer failed but offering no solution.March 26, 2024 Followed up and was incorrectly told the transfer was flagged as third-party. A *** suggested closing my account to receive a check, which I initially agreed to but later canceled. Attempted another transfer to a personal account solely in my name, but was then told there was a security hold.March *****, 2024 Multiple calls to support resulted in no resolution. I was denied access to speak with anyone handling the case and told to "call back later."March 28, 2024 A specialist incorrectly claimed my funds needed to be returned to my grandfather, despite them being in my Marcus accounts since June 2024. No solution was offered, and I was denied a case number or direct contact for ************ has been two weeks, and I still cannot access my money, severely impacting my home purchase. I demand immediate release of my funds and a written explanation. If unresolved, I will escalate this to the **** and other regulatory agencies.

  Business Response

  Date: 04/03/2025

  BBB Response Austin
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 29, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ****** (the "Customer) related to a wire transfer from their ************** Account (OSA).
  Per the Banks records, on March 18, 2025, the Customer initiated an outgoing wire transfer from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer which required a call with the external institution. Subsequently, the **** attempted unsuccessfully to contact the external institution and declined the transfer.
  On March 19, 2025, the Customer contacted the Bank to initiate another wire, and the Bank informed them they are not eligible to initiate a wire to a third party, as detailed in the Banks Deposit Account Agreement. As an alternative, on March 21, 2025, the Customer requested an outgoing wire from their OSA to a separate external account; however, a Bank specialist inadvertently declined the transfer and restricted the account. Consequently, the Customer experienced a delay in accessing their funds.
  After further review of the Customers profile, on March 31, 2025, the Bank restored the Customers online banking access. The following day, the Bank successfully processed the Customers request to transfer the funds from their OSA to their linked account.
  Due to the experience, the Bank will be providing the Customer with a credit to the account as a token of goodwill within the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 04/04/2025

   
  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:03/27/2025

  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 have been depositing with Marcus for many years. The external account linked to Marcus deposit accounts are exactly the same accounts under my name for many years.
  
  Starting last year, each time I try to move money to the same external accounts, the system locks me. I have to spend 3 way calls with Marcus and the external banks to prove they are my accounts under my name 4 times!!!!!!
  
  I requested explanation call back from Marcus, nothing happened. I tried to move the fund for 2 dollars, the system locked me again!!!!!!!

  Business Response

  Date: 04/01/2025

  BBB Response Meng
  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 March 28, 2025. The Bank appreciates the opportunity to address the concerns raised by **** **** (the "Customer”) related to accessing their Online Savings Accounts (“OSA”).
  On December 9, 2024, the Customer initiated an outgoing transfer request from their OSA (account ending in ****) to an external account. During the transfer processing review, the Bank identified security concerns regarding the original funding account and sent a correspondence to the Customer’s e-mail address. Consequently, the Bank declined the transaction and restricted the accounts.
  On December 14, 2024, the Customer contacted the Bank regarding the transaction. To resolve the security concerns, the Bank specialist completed an authentication process to verify the Customer’s identity and confirmed the Customer had authorized the transaction. During the call, the Customer requested to be contacted at a later date to address the remaining security concerns. On December 16, 2024, the Bank attempted unsuccessfully to contact the Customer to resolve the remaining security concerns. As a result, the Customer’s accounts remained restricted until the security concerns could be addressed.
  On February 18, 2025, the Customer contacted the Bank regarding their account access. To resolve the remaining security concerns, a Bank specialist completed a three-way bank call with the Customer and original funding institution successfully verifying the ownership of the original funding account. Unfortunately, due to an inadvertent error, the Customer experienced a delay in regaining access to their accounts.
  After further review, on March 28, 2025, the Bank restored the Customer’s online banking access. Due to the experience, the Bank will be providing the Customer with a credit to their account as a token of goodwill within the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/27/2025

  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.

  02/01/2025, CD, Locked Out Of My Account, Can't access my account, No - they keep telling me my account is under review, No one can tell me why It's been over a month now'On their website and on TV

  Business Response

  Date: 04/03/2025

  BBB Response *****
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 27, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ***** (the "Customer) related to accessing their online banking profile.
  According to Bank records, on February 28, 2025, the Bank conducted an account maintenance review and identified security concerns regarding the Customers identity. For the protection of the Customer, the Bank restricted the Customers accounts until the security concerns could be resolved.
  After further review, the Bank determined that restricting the Customers accounts had been erroneous. Subsequently, on March 31, 2025, the Bank restored the Customers account access. Due to the experience, the Bank has provided a credit to the ************************ Account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/27/2025

  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 filing a complaint against Marcus by Goldman Sachs due to their unjustified locking of my online savings account.On March 25, 2025, I attempted to transfer funds by linking an external account. However, on March 27, 2025, I discovered that my account had been locked without prior notice. I immediately contacted Marcus customer service, and during my first call, I was informed that my account was under review. When I called again, I was told I needed to wait for an affidavit of identity to be sent to me, which I would have to complete and return. I requested to speak with a supervisor, but no one was available.This situation is causing me significant hardship, as the funds in this account represent almost all of my savings. I urgently need access to my money to pay this month's rent, and any delay will result in penalties. It is unreasonable and unfair for Marcus to demand that I prove my identity despite my account being in good standing and my previous ability to access it without issue.I request that Marcus immediately unlock my account and provide a clear resolution timeline. Their lack of transparency and failure to assist customers in accessing their rightful funds is unacceptable. Thank you for your prompt attention to this matter.

  Business Response

  Date: 04/03/2025

  BBB Response Pan
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 27, 2025. The Bank appreciates the opportunity to address the concerns raised by Yuan Pan (the "Customer) related to accessing the funds in their ************** Account (OSA).
  According to Bank records, on March 26, 2025, the Customer initiated an outgoing transfer request from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the *** until the security concerns could be resolved. Later that day, the Customer contacted the Bank regarding their online account access, but the security concerns remained. As an alternative verification method, the Bank requested the Customer to complete an Affidavit of Identity ***** to resolve the security concerns.
  After further review, on March 28, 2025, the Bank made an exception and resolved the security concerns without the need of an AOI. In addition, the Bank restored the Customers online banking access. Later that same day, the Customer contacted the Bank requesting to transfer funds from their *** to an external account. Subsequently, the Bank successfully processed the Customers request and transferred the funds to the external account.
  Due to the experience, the Bank will be providing the Customer with a credit to account as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/24/2025

  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.

  Purchased new vehicle dealer personal installed GM app on my personal phone with which I received points on the app to purchase additional add ons. The dealership personal must have chosen email correspondence which was unknowing to me.when I used the points all the points and additional charge on the app to order add on accessiories. I never received any billing in mail and when tried to access app billing on phone was not able to. Finially called Marcus card and told them I was not aware of being charged by email but when I had tried on several occasions to access app billing was not able to ********* she told me to try again while on phone and could not then she admitted their was problem with the app. I told her everything I have stated here and said to send me paper statements only . there was a one month late fee I told her I wanted to dispute it because I did not ever receive any notice in mail nor could I access app billing. They finally called and said no they were not going to wave late fee. I paid the full amount owed not late fee I notified them again and stated I wanted to file a dispute because I did not think I should have to pay late fee while in dispute they charged another late fee I paid the first late fee and told them that was it they are going to get any more of my money they have continued to harrass me with late fee on top of late fees lowering my credit score I need help getting this issue resolved you can check all my credit history I pay all my bills on time

  Business Response

  Date: 03/31/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on March 24, 2025. ******** appreciates the opportunity to address the concerns raised by ***** ******* (the Customer) related to late fees and interest assessed on a ** Card account.
  ******** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the ** Card account and consented to the ** Card Customer Agreement on May 18, 2024. The Customer agreed to receive statements electronically when they accepted the offer and opened the account. Additional details can be found in the ** Card Electronic Communications Agreement. ******** sent the Customers monthly statement electronically to be viewed on ******************************. ********s records indicate the Customers statement delivery preference was updated to paper on August 19, 2024. ******** sent the Customers monthly statement to the address on file starting on September 12, 2024.
  The Customer did not make a payment to satisfy at least the minimum amount due by July 09, 2024 until September 08, 2024, no payment to satisfy at least the minimum amount due by October 09, 2024 until November 15, 2024, and no payment to satisfy at least the minimum amount due by December 09, 202. The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address and physical address provided by the Customer. As a result, the account was assessed a late fees and interest charges, and the Bank reported the account past due to the ************************** As a courtesy, the Bank applied a credit in the amount of $1.53 to partially reimburse the interest charges assessed to the account. ******** is unable to provide the Customer with additional interest reimbursement. ******** is unable to reimburse further interest charges and late fees assessed to the account. The Customer is responsible for the account and the balance of $162.86 provided in the latest statement from March 12, 2025. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/20/2025

  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.

  Today I got a voicemail from Goldman asking that I call back. I called them back and was put on hold 2-3 times before they could figure out why they needed to talk to me. I was transferred to ***, and then spent 25 minutes with him on the phone as he tried to ask me questions and verification questions. He said he needed my joint owner, my husband on the line with me to speak to me about the reason for their call. When I asked what this was regarding, he was silent for a while then stumbled over his words and told me my personal information may have been leaked, and he needed to go through security steps. I've worked at a financial institution for 11 years, and if you are going to be the one to tell a customer that their information has been compromised, they should know how to speak to a customer. I started to feel he was not competent to help me, so I asked for his supervisor. ******* finally came on the line but needed to verify my husband all over again, which was already done with ***. Finally I asked her how we were compromised, and she said there were attempts made to get access to my online account that they believed were not me. I confirmed it wasn't me, and she went through the steps to close my account. I asked if the early close penalty would be waived since it was a CD and she said she can't confirm and I would need to request it. I asked for them to honor my original term since its not my fault, and she said thats not their process. This is insane. As a financial institution, customer should not be penalized for account takeover attempts made due to no fault of their own. She continued to ask questions, and I felt like the call was a scam. I was verified through a security code, all the questions, and they asked for my email. I asked her to tell me what she sees and I can confirm it as I have been verified, but she again said she can't do that as its part of their process. I no longer wanted to continue to call as it felt unsafe. Took 50 minutes.

  Business Response

  Date: 03/28/2025

  BBB Response Hirayasu
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 21, 2025. The Bank appreciates the opportunity to address the concerns raised by ******** ******** (the "Primary Owner) related to the closure of their jointly owned Certificate of Deposit (**).
  On February 14, 2025, the Bank conducted an account maintenance review, identified security concerns regarding the Primary Owners profile, and restricted their account access until the security concerns could be resolved.
  On March 20, 2025, the account holders contacted the Bank regarding their account access. To resolve some of the security concerns, a Bank specialist conducted an authentication process to verify the identities of the account holders. However, the account holders advised they did not want to move forward with resolving the remaining security concerns. During the call, the Primary Owner then requested to close the ** without penalty.
  After further review, on March 28, 2025, the Bank attempted unsuccessfully on multiple occasions to contact the Primary Owner to assist with closure of their ** without a penalty. The Bank requests the Primary Owner to contact the Bank toll-free at 1-855-730-SAVE ****************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for further assistance with closing their **.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23095543
  
  I am rejecting this response because: 

  two calls were made to me on Friday by two different people while I was on a plane coming back from a business trip, I called back on Saturday, however was told that I need to speak with a supervisor and there are never supervisors on the weekend, which again is poor customer service. Most people work Monday through Friday so its difficult to handle these matters on just the weekdays. I called again yesterday and while the agent was kind and the best agent Ive interacted with, again he didnt have the the authority to close my CD without the penalty and a supervisor would need to do it.  I was told someone would call me but still have not received a call. Nothing has been resolved. Please close my CD without any penalty and transfer to my account that is linked. 

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

  Business Response

  Date: 04/10/2025

  BBB Response Hirayasu
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 3, 2025. The Bank appreciates the opportunity to address the concerns raised by ******** ******** (the "Customer) related to closing their jointly owned Certificate of Deposit (CD).
  Per the Banks previous response, on March 28, 2025, the Bank attempted unsuccessfully to contact the Customer and assist with the closure of their CD without penalty.
  On April 4, 2025, the Customer contacted the Bank and a Bank specialist assisted with initiating the account closure by transferring funds to an external account without penalty. Currently, the Bank is processing the account closure as requested.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/18/2025

  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 am an Apple Card member. I had issues with making a purchase because they flagged my account for fraud due to the fact that it was a big purchase. They told me to wait 2 hours and attempt to make the purchase again. I did as instructed and they still blocked my card. I was then told to wait 24hours. Which I did and then they locked my card for 5-7 days. I followed up and was told that since I have a new number they would have to verify my number and they have not been able to do so I was instructed to contact my cell phone carrier who confirmed that my name is associated with my number. I called back again today only to be told that it could take 7-10 business days and they dont have a definitive date of when the review would be completed. I keep calling asking for updates no one has any concrete information to provide me. Now I am locked out of my card theres no one I can talk to who will give me any information. I offered to get my phone carrier on the line I was refused. I have no access to my card or account for no reason of my own. My bills are consistent paid on time, I was trying to purchase a device for my business as the one I currently have broke now I am also loosing money from my business because I cant make use of my card. I am at my wits end and I dont know what else to do. Ive been calling for update routinely and nobody ever has information to provide regarding my account.

  Business Response

  Date: 03/25/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 18, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ******* (the Customer) related to a restricted Apple Card account.
  ******** conducted an investigation and confirmed no Bank error occurred.According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on May 16, 2021. As a part of a regular account review process, the Bank placed a restriction on the account until additional research could be completed. ******** verified the needed information and removed the account restriction on March 25, 2025. ******** confirmed the account is active and available for use.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service 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 not liable for this debt with ***** CARD - ***********, I do not have a contract with ***** CARD - ***********, they did not provide me with the original contract as I requested.

  Business Response

  Date: 03/25/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March *******. The Bank appreciates the opportunity to address the concerns raised by ******* ***** (the Customer) related to credit reporting for the ************************ conducted an investigation and confirmed no Bank error occurred. Based on the Bank's investigation, the Bank determined the Customer is liable for the account. The Customer opened the Apple Card and consented to the Customer Agreement on February 04, 2021. As stated in the Agreement, The Bank may report information about the account to the credit reporting agencies. As stated in the Apple Card Customer Agreement, The Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  The account was charged off on November 30, 2023, as a result of the Customer failing to make a payment to satisfy the minimum amount due by May 30, 2023.The Bank confirmed the account was reported accurately to the ************************** The Bank successfully delivered Statement Available Reminders,Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  A debt validation packet was sent to the Customer on March 20, 2025, validating the Customer's debt and with full statement history showing records of transactions and payments. The Customer is responsible for the balance on the account in the amount of $7,871.97. The Bank is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account.
  Based on the above details, the Bank kindly requests for this complaint to be closed.