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:01/30/2025

  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 9/20/2023 I used my Goldman sacs credit card to purchase an item from dolce gabbana for $2020.69. I requested for direct signature and for my item to be left at the post office if I was not home. My item was delivered to the wrong unit I have not received my item the merchant was no help they did not offer to send me another part give me a store credit refund or nothing after numerous attempt I reached out to Goldman sacs who have not attempted to help me at all. I am being held responsible for paying for an item I have never received and I still dont have this is a lot of money to pay when my package was given to someone else. I have opened up disputes for over a year, I request for a manager to supervisor to contact me I ask for the proof the merchant provided the agents at Goldman sacs provide nothing. They have been telling me a lie about me receiving a store credit from the merchant thats why my dispute is denied I have provided email proof that I never received a credit or replacement

  Business Response

  Date: 02/06/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 30, 2025. The Bank appreciates the opportunity to address the concerns raised by Unique ****** (the Customer) related to a transaction dispute with the merchant Dolcegabbana Online in the amount of $2,220.70.
  
  The Bank conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transaction on October 3, 2023, and re-opened the dispute on December 19, 2023, February 9, 2024, April 24, 2024, June 7, 2024, August 29, 2024, and October 30, 2024. The **** applied temporary credits while the disputes were investigated. Due to an inadvertent processing error, the initial disputes were resolved incorrectly in the merchants favor. As a result, the temporary credits previously applied were reversed on December 19, 2023, February 9, 2024, April 24, 2024, June 7, 2024, August 29, 2024, October 30, 2024, and December 11, 2024. The Bank sent the Customer an email detailing each dispute outcome.
  
  The dispute was reopened on February 1, 2025, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled in the Customers favor because evidence provided was sufficient in proving the Customer received did not receive the merchandise.  As a result, the temporary credit previously applied to the Customers account was made permanent on February 5, 2025. The Bank sent the Customer an email detailing the dispute outcome.
  
  The Bank regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22876315
  
  I am rejecting this response because:

  I have not received an email or letter stating the outcome was ruled in my favor, I have been dealing with this issue for years so excuse me for being overwhelmed. Is there a way I can receive the dispute outcome my email or mail.
  
  Sincerely,
  
  Unique ******

  Business Response

  Date: 02/27/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 20, 2025. ******** appreciates the opportunity to address the concerns raised by Unique ****** (the Customer) related to a transaction dispute with the merchant Dolcegabbana Online in the amount of $2,220.70.
  Per the Banks previous response, the Bank conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transaction on October 3, 2023, and re-opened the dispute on December 19, 2023, February 9, 2024, April 24, 2024, June 7, 2024, August 29, 2024, and October 30, 2024. The **** applied temporary credits while the disputes were investigated. Due to an inadvertent processing error, the initial disputes were resolved incorrectly in the merchants favor. As a result, the temporary credits previously applied were reversed on December 19, 2023, February 9, 2024, April 24, 2024, June 7, 2024, August 29, 2024, October 30, 2024, and December 11, 2024. ******** sent the Customer an email detailing each dispute outcome.
  The dispute was reopened on February 1, 2025, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled in the Customers favor. As a result, the temporary credit previously applied to the Customers account was made permanent on February 5, 2025. ******** sent the Customer an email detailing the dispute outcome.
  ******** contacted the Customer on February 24, 2024 to address the concerns. ******** resent the dispute outcome correspondence to the verified email and address on file as requested by the Customer.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:01/29/2025

  Type:Sales and Advertising 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.

  Marcus gm card On Jan 21 a payment was taken out for statement balance . Auto pay was set to minimum payment . My payment had been paid on jan 8th for minimal balance then on 21 st payment for 3285 had been taken out I called that same day for them to reverse the payment . They said they cant . The money has not been applied to my account and has not been refunded .i called 3 times they said they made a billing inquiry but I have not received any notification based on this request

  Business Response

  Date: 02/04/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on January 29, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******* (the Customer)related to payments made on the ********************* conducted an investigation and confirmed no Bank error occurred.According to the Banks records, the Customer issued a one-time payment on January ******* in the amount of $146.86. The Customer also enrolled in automatic payments on January 08, 2025, to pay the statement balance on the due date each month.The Bank processes payments in accordance with the automatic payment instructions set up by the Customer. As a result, the Bank processed a payment in the amount of $3,285.30 on January 21, 2025. The Bank confirmed the Customer cancelled the automatic payment instructions on January 22, 2025. The Bank sent the Customer an email notification confirming the cancellation of the automatic payment enrollment.
  Payments are applied to the outstanding balance on the business day the payment is received. 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 GM 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 online at ****************************** or by contacting the Bank. The payment made on January 21, 2025, was returned by the ******************* institution on January 29, 2025, due to insufficient funds. The Bank sent the Customer an email detailing the returned payment to the email address provided by the Customer.
  As it relates to the Customers billing inquires. The Bank confirmed receipt of the Customers billing inquires on January 22, 2025, and January 29, 2025. The Bank sent the Customer an email on January 30, 2025, advising the payment was returned by the ******************* institution.
  Based on the above details, the Bank kindly requests for this complaint to be closed

• Initial Complaint

  Date:01/29/2025

  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.

  Have a CC with an introductory 12 month zero APR. Received a bill with no notification the promotion was up, promptly was hit by an interest charge of $61.76.
  
  Paid entire balance in full two weeks before next bill's due date. Rather than a statement reading $0.00, the next bill also contained an interest charge of $53.50 despite the balance being paid BEFORE the bill was due! Called customer service and got "Antonio", a "supervisor" who claimed somehow the interest charge was valid and only offered to remove $25. Easily the most conniving & sleazy CC company I have dealt with.
  
  CC # ****************

  Business Response

  Date: 02/04/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to GM Card via the Better Business Bureau (“BBB”) Complaint Portal on
  January 29, 2025. The Bank appreciates the opportunity to address the
  concerns raised by ******* ******** (the “Customer”) related to interest
  assessed on a GM Card account.
  The Bank conducted an investigation and confirmed no Bank error
  occurred.  According to the Bank’s records, the Bank presented an offer
  to the Customer detailing the introductory Variable Annual Percentage Rate
  offered as 0% Annual Percentage Rate for the first 9 months from the date the
  account is opened. After that the Annual Percentage Rate would change to
  27.24%. This offer is included on the GM Card Customer Agreement. Additionally,
  the date of expiration for the promotion was included on each monthly
  statement under the interest charge calculation. The Customer accepted the
  offer and opened the account and consented to the GM Card Customer Agreement
  on January 23, 2024.
  To avoid being charged interest on purchases, customers must pay the
  statement balance in full every month on or before the due date. If the
  statement balance is not paid by the due date, interest begins to accrue.
  Interest is charged on the unpaid portion of the balance and accrues on new
  purchases until the statement balance is paid in full. Any accrued interest
  will appear on the next statement. When interest charges are assessed after
  the statement balance in paid in full, it is because the Customer paid the prior
  monthly balance after the due date. Paying the statement balance stops
  additional interest from accruing. However, since the Customer did not pay
  the November 12, 2024, statement balance in full, the account was assessed
  interest on the December 12, 2024, balance for the days until the Customer
  paid the statement balance in full. The Banks records indicate the Customer
  paid the December 12, 2024, statement balance in full on January 08, 2025, as a result, the account was assessed interest on
  the statement balance until that date and the account was assessed interest
  in the amount of $53.50 on January 12, 2025. As a courtesy, the Bank applied
  a credit in the amount of $25.00 to partially reimburse the interest charges
  assessed to the account. The Bank is unable to provide the Customer with
  additional interest reimbursement.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 02/04/2025

  
  
  Complaint: 22871375
  
  
  
  I am rejecting this response because:

  I have never HEARD of any bank charging an "interest" charge when the ENTIRE is paid two weeks BEFORE the statement date! At a minimum, the remaining $28.50 interest charge MUST be removed or I will turn to the CFPB and CT Attorney general.

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

• Initial Complaint

  Date:01/28/2025

  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 have been a responsible GM cardholder for 30 years. A few weeks ago, my card was blocked because I exceeded the allowed number of tries to sign in, due to my error in trying to toggle between screens.
  I attempted to rectify this situation through a series of conversations with Marcus customer service that were both unhelpful and even ridiculous (expecting me to identify addresses for my daughter from 20+ years ago when she was a college student and no longer living with me
  
  me).
  In the end, I agreed to fill out an affidavit to attest to my identity. However, it turns out that this must be notarized at a cost to me.
  I prefer to cancel my card. When I attempted to do so, Marcus customer service informed me I could not cancel without returning the affidavit.
  My card is blocked, I do not owe anything, there are no allegations of fraud or misuse, etc. I just want to cancel. I do not want the card.
  Please tell me what I can do. I do not want to go to the time and expense to continue to deal with Marcus.
  Get Outlook for Android

  Business Response

  Date: 02/04/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to GM Card via the Better Business Bureau (“BBB”) Complaint Portal on
  January 29, 2025. The Bank appreciates the opportunity to address the
  concerns raised by ***** ***** (the “Customer”) related to a restricted
  GM Card account.
  The Bank conducted an investigation and confirmed no Bank error occurred. As
  a part of a regular account review process, the Bank placed a restriction on
  the account on December 8, 2024, until additional research could be
  completed. The Bank requires Customer’s to provide specific requested
  information to lift the restriction on the account. The Customer contacted
  the Bank on December 8, 2024, December 9, 2024, and January 28, 2025, but was
  unable to verify the required information to lift the restriction on the
  account. As a result, the account remained restricted. The Customer will need
  to provide the notarized affidavit of identity or provide the requested
  information to the Bank to lift the restriction. The Bank is unable to close
  the account until the restriction is lifted. The Customer should contact the
  Bank directly with any questions at ###-###-####. Bank representatives are
  available 24 hours a day, 7 days a week.  The Bank will cease all
  collection communication with the Customer except those legally required or
  requested by the Customer.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 02/04/2025

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

  Filling out the affidavit implies time and money. I do not want to go to any further inconvenience relating to the card. There are no charges pending. There is no reason to restrict the account. I cannot use it and I do not want to continue any relationship with the bank. The security verification process is not effective. For example, for some reason they refuse to accept the phone number associated with the account which is valid and has been used in the past. The questions they asked to confirm identity were a series of addresses from 25+.years ago, and not the type.of questions other organizations use.

  I do not understand why they insist on keeping me as a cardholder when I don't want the card and they made it impossible for me to use it.
  
  Please just cancel!

  
  
  Sincerely
  
  ***** *****

• Initial Complaint

  Date:01/27/2025

  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.

  My 6 month CD has matured on 1/23/25 and I opted to transfer my money back into my bank account and they have not yet sent the money. Over 3 hours wasted playing phone tag games. Two separate occasions they transfered the money but it applied a reversal. The bank I used to send money from is the same bank and account being used to collect the money. Various excuses as security protocols and bank routing issues. I just want my money back asap. This is ridiculous that a company is not following through. Especially since it's an online bank there is no branch to pick up a check or resolve the issue.

  Business Response

  Date: 01/31/2025

  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
  January 27, 2025. The Bank appreciates the opportunity to address the concerns
  raised by ********* *********** (the "Customer”) related to the closure of
  their Certificate of Deposit (“CD”).
  On January
  21, 2025, the Customer provided the Bank with instructions
  to close their CD at maturity with funds transferring to a linked account. During
  the transfer processing review, the Bank identified security concerns regarding
  the transaction and attempted unsuccessfully to contact the Customer.
  Consequently, the Bank declined the transaction and restricted the account.
  On January 23, 2025, the Customer
  contacted the Bank regarding their CD closure. To resolve security concerns, a
  Bank specialist conducted an authentication process to verify the Customer’s
  identity. Subsequently, the Bank specialist restored the Customer’s online
  banking access. Unfortunately, the Customer experienced a delay in the closure
  of their CD.
   On January 27, 2025, the Customer contacted
  the Bank and a Bank specialist assisted the Customer with re-initiating the CD
  closure. The following day, the Bank successfully processed the CD’s closure with
  funds transferring to a linked account.
  Based on the
  above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:01/27/2025

  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.

  My CD account with Marcus by Goldman Sachs matured on 1/9/2025. A day after its maturity, I contacted the bank requesting the closure of the account and transfer of the funds to an external bank account (this is the same bank account that was used to fund the CD at inception). I have called Marcus by Goldman Sachs many times for this transfer to take place, which has not happened. The bank brings up a number of excuses, such as they are "processing and reviewing" or "customer care / back office team" will contact me in 1-3 days. Weeks have passed and no one has contacted me, and have not received my hard earned funds. This is the experience of many other customers and is not acceptable. I would like to have my money back.

  Business Response

  Date: 01/31/2025

  BBB
  Response Hassankhani
  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 January
  27, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ****** *********** (the "Customer”) related to the closure of their
  Certificate of Deposit (“CD”).
  On
  December 9, 2024, thirty days prior to the CD’s maturity date, the Bank sent a
  communication to the Customer notifying them of the CD’s upcoming maturity date.
  In addition, the Bank allows customers to make changes to their CD for ten days
  following the maturity date. On January 9, 2025, the Customer contacted the
  Bank requesting to close their CD and transfer the funds to an external account.
  Unfortunately, the Bank experienced a delay in closing the Customer’s CD.
  On
  January 28, 2025, the Bank contacted the Customer to re-initiate the closure of
  the Customer’s CD. The following day, the Bank successfully processed the
  Customer’s request and transferred the funds to an external account.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:01/22/2025

  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.

  Marcus closed my account without a notice and didn't refund my money. After I called them 100 times, they verified my identity and reopened my account but still don't get my money back. I got a call from them in December saying they would resolve the issue in 14 days but it has been over a month. I called them again but they were so clueless about what happened to my account or where my money is!

  Business Response

  Date: 01/29/2025

  BBB Response Mou
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on January 23, 2025. The Bank appreciates the opportunity to address the concerns raised by *** Mou (the "Customer) related to accessing the funds in their ************** Account (OSA).
  Per the Banks previous response, the Bank made a business decision to close the Customers account due to ongoing security concerns. On December 5, 2024, the Customer contacted the Bank regarding their account access. Subsequently, a Bank specialist assisted in resolving the security concerns by verifying the Customer using alternate methods. Unfortunately, following this call, the Bank experienced a delay in re-opening the Customers ****
  On January 28, 2025, the Bank re-opened the Customers account and credited the funds back to the account. Currently, the Bank is in the process of calculating and posting the appropriate interest to the **** In addition, the Bank provided the Customer with a credit to their account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:01/22/2025

  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 or around January 18, 2025, I initiated an online application for a certificate of deposit with Marcus by Goldman Sachs. My initial application was not approved online; I was instructed to call in to complete my application.
  
  Upon contacting the business on January 21, I was subjected to having to verbally restated everything that I included in my application — my name, address, date of birth, social security number, etc. — twice! The second representative I spoke to issued a decision to deny my application for an account because I could not be verified. No further explanation of what exactly about me was unable to be verified was offered, as all of my personal details are consistent with my personal identity. The business offered no remedy, including my sharing a copy of my state-issued identification card or even my taking a picture with my ID card in-hand. I sought to reapply using my old physical address that was updated in September 2024 to see if that may be the source of unconfirmed identification. But the business refused to allow a second application for at least 30 days. And with no clear statement regarding what about my personhood could not be verified, I cannot prepare for a second application accordingly.
  
  To close this case, the business is expected to give a specific explanation on what about me could not be verified and a way to overcome this issue so that an account can be established.

  Business Response

  Date: 01/28/2025

  BBB
  Response Mallett
  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 January 22, 2025. The Bank
  appreciates the opportunity to address the concerns raised by ******* *******
  (the "Consumer”) related to a submitted account application.
  On January 18, 2025, the
  Consumer applied for an account via the Bank’s website. As part of the Bank’s
  application process, the Bank conducts a review to verify the identity of each
  applicant. During this review, the Bank requested for the Consumer to contact
  the Bank regarding their application. On January 21, 2025, the Consumer
  contacted the Bank to continue with the application process. Unfortunately,
  after providing additional information, the Bank declined the application as
  the Consumer’s identity could not be verified.
  If the Consumer wishes to re-apply
  for an account and continue with the application process, the Consumer may
  submit another application via the Bank’s website or by contacting the Bank.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 01/29/2025

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

  The business' response does not specify what about my identity could not be verified and why this was, nor did they offer a way for me to prove my identity.

  Further, the Respondent's suggestion that I provided additional information when I called and still could not be verified is false. I provided the exact same information over the phone as I did on the website. It was a waste of everyone's time since no new information was requested or provided. Finally, the Respondent's advice that I call to reapply is inconsistent with what telephone representatives advised, which is that I cannot reapply for at least thirty (30) days after being denied.

  Ultimately, to close this case, the business is expected to explain what *specifically* about my identity could not be verified, how this is so, and offer a way for me to verify my identity.

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

• Initial Complaint

  Date:01/22/2025

  Type:Order 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 charter communications, I do not have a contract with APPLE CARD/GS BANK USA, they did not provide me with the original contracts.

  Business Response

  Date: 01/29/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on January 22, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ********* (the “Customer”) related to credit reporting and validation of the debt owed for the Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the account was reported accurately to the Credit Reporting Agencies. According to the Bank’s records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on September 06, 2021. 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. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the Credit Reporting Agencies, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The Bank confirmed the account was closed and charged off as of November 30, 2023 as a result of the Customer failing to make a payment to satisfy the minimum payment due by May 31, 2023.
  The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for Credit Bureau Reporting reminders to the email address on file. The Customer is liable for the balance on the account in the amount of $590.94 provided in the latest statement from November 30, 2023. The Bank is obligated to report accurately to Credit Reporting Agencies and is unable to update the Customer’s credit reporting.
  In the complaint narrative, the Consumer referenced concern related to an account with charter communications. The Customer will need to contact charter communications directly for assistance.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  
  

• Initial Complaint

  Date:01/20/2025

  Type:Sales and Advertising 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 need my credit card rewards rolled over to mygm rewards account. They wont allow me to use them as advertised. Website says you can use for service and accessories but they will not allow me to. One person at the ************** says I can next says I cant next will tell me I can. Dealer has tried multiple times but cant either. I want my rewards rolled into my gm rewards where they tell me I can use

  Business Response

  Date: 01/27/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on January 20, 2025. ******** appreciates the opportunity to address the concerns raised by **** **** (the Customer)related to redeeming ** Card rewards.
  ******** 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 June *******. The Customer currently has a ** Card with a rewards balance of $4,643.69. The Customers card type only allows redemption of points towards the purchase or lease of a new or used vehicle.  The Customer should contact the My ** Rewards team for further assistance by phone at ************* and selecting the Rewards option. The My ** Rewards team is available Monday-Saturday 9:00 AM -8:00 PM ET.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22834315
  
  I am rejecting this response because:
  Website is deceiving.  A quick 5 minute look and it shows that points can be used for service or accessories.  Also doesnt show you are limited on amount of points you can use on any certain vehicle.  I have been told by dealer and your customer service that I should be able to 
  Sincerely,
  
  **** ****