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:05/31/2023

  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.

  Marcus rewards cards ai will not stop billing me on an acct. ***************** closed on 5/2022 then again 11/2022 I had to pay $16.10 credit card thief on a ******* Gm card marcus canceled on 8/2022, then by check#**** I paid $.07 credit charge on $16.10 on 10/31/2022! Today 10/31/2023 I recieved statement balance -$8.03 on card ending in **** I never opened? Can not contact by phone/internet? I' m 70+yrs.

  Business Response

  Date: 06/07/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 31, 2023. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to receiving statements, payments, and account closure.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customers account transferred to the Bank from the previous financial institution in February 2022. The first documented correspondence with the Customer is a letter the Bank received on September 12,2022. A Bank representative attempted to contact the Customer but was unsuccessful.
  The Customers account reflects two transactions in the amount of $7.99 from the merchant Shermanherald posted on July 14, and August 18, 2022. The merchant provided a credit for the July transaction on August 14,2022. The Bank received no payment for the amount due by September 19, 2022,resulting in a late fee of $7.99 and an interest charge of $0.12 on September 23, 2022.
  The Customer contacted the Bank on October 3, 2022 to pay the balance in full, and to request that the account be closed. The Bank mailed an account closure confirmation letter. The following statement presented a trailing interest charge in the amount of $0.07 posted to the account on October *******. The Bank received a payment on November 6, 2023.
  On May 5, 2023, the Bank applied a late fee credit in the amount of $7.99 as part of a larger account remediation.The resulting interest credit of $0.04 also posted to the account for a total credit of $8.03. The new credit balance on the account generated a statement that mailed to the Customer on May 24, 2023. The Bank processed a credit balance refund to the Customer via ACH to the bank account on file on June 6, 2023 and should be received within **** days. The Customer will receive a statement confirming the account balance is $0.00.
  The Bank will cease all communication with the Customer except those legally required or requested by the Customer.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 06/07/2023

   
  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:05/30/2023

  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.

  This company has locked my card and wont unlock it. I have called everyday for months wanting an explanation and no one calls me. I have verified my new address email and phone number. I have verified all charges are mine and they say i am fraud. They wont unlock this card. I think they are trying to force me to cancel it. I have been a GM card holder for over 30 years.

  Business Response

  Date: 06/05/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 30, 2023. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to account restriction.
  
  ******** is conducting an investigation regarding the account restriction. The account is currently under review. ******** requires additional time to complete the investigation. If the Customer has any additional questions or concerns, they can contact the Bank directly. Customers have the option to contact a ** Card Specialist via phone by calling **************.
  
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 06/06/2023

   
  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:05/26/2023

  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 contacting Apple card support for assistance with this for months and they keep offering the same solution that pauses interest for 1 month and that simply does not work for me or for helping Goldman Sachs recover funds, I have found myself in a situation where my husband switched jobs a few months ago and when he switched he went from being paid weekly to once a month and it is back pay so we found ourselves without a paycheck at all his first month there and only a small portion of a check the second month, we were not prepared for such a drastic change in income and had to use our apple card for miscellaneous bills and expenses during that time we got behind on our Apple card payments and I know for a fact this balance can not be paid in one lump sum in the foreseeable future because we are still playing catchup I am looking for a solution to getting it paid off without hurting my credit, and without Goldman Sachs having to take less money by selling to a debt collector I want to get ahead of this

  Business Response

  Date: 06/02/2023

  Goldman Sachs **** *** (the ****) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 26, 2023. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to hardship options on the Apple ******************** conducted a review of the account and confirmed no **** error occurred. The **** confirmed the Customer enrolled in the Apple Card Customer Assistance Program on March 10, 2023 and April 14, 2023 to skip the minimum payments due in March 2023 and April 2023. The Customer contacted the **** again on May 26, 2023 to request to be enrolled into the Customer *************************** **** records indicate that the amount due for May 31, 2023 was $0.00, and therefore, the account was not eligible to be enrolled into the Customer Assistance Program. The **** sent the Customer an email advising on the decline reason on May 26, 2023.
  Customers who are experiencing a temporary financial hardship may be eligible for the Apple Card Customer Assistance Program. The Customer Assistance Program allows customers to skip their next payment due and will not be charged interest on the statement generated for the month in which the enrollment was approved. Customers cannot have enrolled into the Customer Assistance Program 3 times within the last rolling 12-months. The Customer is welcome to contact the **** in the future to request a review of eligibility for the Apple Card Customer Assistance Program. The **** is available by phone at ************** or by message from the Wallet app. Apple Card Specialists are available 24 hours a day, 7 days a week.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:05/26/2023

  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 enrolled in a $100 promotion and opened an account with this bank. I am qualified to receive the bonus and Marcus has not honored the bonus. They make all sort of excuses not to honor the promotions.Marcus has been extremely difficult from day 1. They have predatory business practices. They hold my fund and give me a hard time to access my fund. They lie to me over the phone for all sort of reasons. It's beyond imagination that this bank is legal in ******. I will certainly file a complain through CFPB and have all the documentation and even recording of the phone conversations I have had with their agents. At the moment, I have been saving for a house downpayment, and I need to access my fund, and dealing with Marcus has been frustrating because I may lose the house I have purchased. Marcus refuses to release my fund. First they say we have to verify your external account. These account were verified by Marcus numerous times. After they verified for the second or third times, they say I have less than 90 days relationship with them, which is again a lie (and also irrelevant). Then they say they cannot verify me because they cannot text me. (they were able to do so before). now the security team says they have changed the security rules and they don't know how to verify me. They promised to call me back to resolve my issues but they never do. I have to keep calling and going over the same issues over and over and hear lies.

  Business Response

  Date: 06/01/2023

  BBB Response *********
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on May 26, 2023. The Bank appreciates the opportunity to address concerns raised by *********************************** (the Customer) related to the eligibility for a promotion for an ************** Account (OSA).
  The Bank is offering a $100 bonus to OSA customers who enroll between January 18 to February 15, 2023. The promotion terms and conditions required customers to enroll in the promotion during the offer period; deposit $10,000 or more in new funds into an OSA within 10 days of enrollment and maintain at least $10,000 of the new funds, in addition to the existing account balance, for 90 consecutive days.
  On February 13, 2023, the Customer enrolled in the promotion and funded their OSA with $10,000. On May 26, 2023, the Customer contacted the Bank inquiring about their promotion status, and the Bank identified a technical issue that caused the promotion status to fail. On May 30, 2023, the Bank informed the Customer that they have met all the promotion requirements. The Bank posted the $100 bonus on June 1, 2023.
  Additionally,on May 18, 2023, the Customer initiated outgoing transfers from their OSA to two unverified accounts. The Bank identified security concerns with the unverified accounts. The Bank verified the Lake ******** ************ account; thus allowing the transfer to process. However, the Bank was not able to verify the ************* account; therefore, the Bank reversed the transfer, per the Banks Deposit Account Agreement. On May 19,2023, the Bank informed the Customer of the transfer reversal and advised that the remainder of their funds need to be transferred back to the funding account.
  On May 22, 2023, the Customer initiated another outgoing transfer. The Bank reversed the transfer and restricted the account due to security concerns. On May 24, 2023, the Bank verified the Customer via phone and removed the restrictions. On May 26 2023, the Customer initiated an outgoing wire transfer that was processed on May 30, 2023.
  Based on the above details, the Bank kindly requests that this complaint be closed.
  

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20107555
  
  I am rejecting this response because:

   Marcus intentionally locks your account under the ****** window excuse even if the account has been open for more than 90 days. I have recorded my conversations with them and they are full of contradictions. The lower level agent are genuinely trying to help but they have no actual authority. The higher up managers lie and intentionally cancel or delay the outgoing transactions while they have no problem with incoming funds. There  will be lawsuits coming up they way. I have a load of proofs for my claims. In addition CFPB should be aware and will be informed of such predatory banking practices.

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

• Initial Complaint

  Date:05/25/2023

  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.

  On April 4, 2023 I opened a $25,000 10-month CD at ****% interest by mistake. I called 10 minutes later to cancel the CD if there was no penalty. I was assured that there would be no penalty as it was within the timeframe to cancel. 10 days later, the CD was closed and I was charged $276.70. I called around April 14, and they apologized for the error and said it would be fixed in **** days. I called again on April 25, and they blamed someone else for checking the wrong box but said the funds would be restored in **** days. On May 8-9, I spent more than 1.5 hours on the phone. I was was assured that the CD would be restored and then I could close it with no penalty. Nothing happened again. I am on the phone again today, May 25, and they can't figure out what to do (reversing a penalty is apparently something they don't know how to do). Can you please help?

  Business Response

  Date: 06/01/2023

  BBB Response **** ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 25, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to the refund of the Early Withdrawal Penalty (***) on Certificate of Deposit (CD).
  On April 4, 2023, the Customer opened and funded their CD account. On the same day, the Customer contacted the Bank requesting to close the CD. A Bank specialist submitted the closure request and inadvertently applied the **** On April 13, 2023, the Customer contacted the Bank regarding the *** fee, and due to an inadvertent error, the request was not processed.
  On April 25, 2023, the Customer contacted the Bank again, and on May 30, 2023, the Bank informed the Customer that the *** has been refunded. The following day, the Bank closed the Customers CD account and informed the Customer that due to the experience, the Bank has provided a credit to the Customers account as a token of goodwill.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 06/01/2023

   
  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:05/24/2023

  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.

  Bank will not close my account and mail me a check for the cash I have in the account

  Business Response

  Date: 06/01/2023

  BBB Response Bruschi ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 24, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************************* (the Customer) related to the closure of an ************** Account (OSA).
  On May 5, 2023, the Customer initiated an outgoing transfer from their OSA to an unverified account via the Banks website. The Bank identified security concerns regarding the account, reversed the transfer, and restricted the account. On the same day, the Customer contacted the Bank regarding their account access, and the Bank specialist informed the Customer the linked account needs to be verified. The Bank attempted to verify the account, however the Customer declined.
  On May 24, 2023, the Customer requested to close their OSA and receive their funds via check. On May 30, and 31, 2023, the Bank attempted unsuccessfully to contact the Customer to inform them that their OSA is closed, and a check was mailed to their address on file.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/01/2023

   
  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:05/24/2023

  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.

  Sent over documents for a last name change for my account on *********** and I have been following up via phone over the last month to get a status update on my last name change status. I have been asked to follow up weekly with no actual updates on where my personal documents, including a certified copy of my marriage certificate is. No one I spoke with on the phone have any idea where my documents are even though it has shown it was delivered in the ** office. Im beyond frustrated because until now (24May), I am unable to retrieve my documents nor is my last name changed on my account. In todays call, I was asked to send new copies of my document again, and I have declined due to my lack of trust that they wont lose the documents again. My frustration is in the lack of accountability on Marcus end when customers are sending their personal documents.

  Business Response

  Date: 06/01/2023

  BBB Response ********
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 24, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the "Customer) regarding changing their Personal Identifiable Information (PII).
  On April 28, 2023, the Customer contacted the Bank inquiring about the copy of their passport and marriage certificate they sent in. A Bank specialist informed the Customer the documents have been received and are currently being processed. On May 19, 2023, the Customer contacted the Bank again, and a Bank specialist inadvertently advised the Customer to send the documents again. On May 29, 2023, the Customer requested reimbursement for the fees incurred and the Bank specialist advised the Customer to provide documentation for the fees.
  On June 1, 2023, the Bank attempted unsuccessfully to contact the Customer to inform them that the Bank has created a case to update their PII, and due to the experience, the Bank provided a credit to the Customers account as a token of goodwill. The ***** systems will reflect the Customers name change within 3-5 business days and the Bank will return the Customers documents.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20101126
  
  I am rejecting this response because:
  
  A Bank specialist informed the Customer the documents have been received and are currently being processed. On May 19, 2023, the Customer contacted the Bank again, and a Bank specialist inadvertently advised the Customer to send the documents again. To clarify this statement, on May 19, I was instructed to call again as the documents were sent to the UT location, it was never clarified nor was I told to send the documents again until May 29, 2023. If the documents were received and being processed on May 19 as the Bank says, then why was my certified copy of the document never sent to me? 
  

  On May 29, 2023, the Customer requested reimbursement for the fees incurred and the Bank specialist advised the Customer to provide documentation for the fees. This was provided along with resending the documents again and it was received in the UT location on June 2, 2023 and I have yet to hear back from the Bank. 
  
  

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

  Business Response

  Date: 06/26/2023

  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 June 9, 2023. The Bank appreciates the opportunity to address the additional concerns raised by ************************* (the "Customer) regarding changing their Personal Identifiable Information (PII).
  
  As stated in the previous response, on May 29, 2023, the Customer requested reimbursement for fees incurred and a Bank specialist advised the Customer to provide documentation of the fees. On June 1, 2023, the Bank attempted unsuccessfully to contact the Customer to inform them that the Bank has created a case to update their PII, and due to the experience, the Bank provided a credit to the Customers account as a token of goodwill. On June 2, 2023, the Bank can confirm the Customers name was updated successfully in the Banks system.
  
  On June 10, 2023 the Bank received the documentation of the fees the Customer incurred. On June 26, 2023, the Bank completed its review,and contacted the Customer confirming that the Bank will be crediting the fees incurred to the ************************ Account (OSA). Later that same day,the reimbursement was applied to the Customers OSA.  
  
  Based on the above details, we kindly request this complaint to be closed.              
  
  

  Customer Answer

  Date: 06/28/2023

   
  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:05/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the titanium Apple Card issued by Goldman Sachs Bank ***, ************** Branch. I have never used the account. All my apple devices were destroyed by fire so I no longer have access to the apple wallet. I wrote two letters trying to get a hard credit card issued and never received a reply. 3 weeks ago I called ************** per the web site (****************************************) and after many questions on their end was told that a hard card would be issued and sent to me. Today, May 23rd, I called the number again and told the agent that I was concerned that my card did not arrive yet. She pretty much blew me off and refered me to the web site. I had to cut her off numerous times to explain that I called previously and she then put me on hold. She came back and stated that they don't issue the cards with phone calls even though I said I called before and referred me back to the web site. Again I stated I can't access the wallet and I need the card to purchase a apple product. She again stated use the web site. that was the end of the call. The web site has no capabilities to request a hard card without access to the apple wallet other than calling. I am at a loss as to what to do as it now has become a catch 22. Why would the agent tell me 3 weeks ago I would receive the card and now I can't get one on the phone. How do I get a hard card if I can't call and can't use the wallet?

  Business Response

  Date: 05/30/2023

  The Bank conducted an investigation and confirmed a Bank representative provided the Customer with misinformation about being able to order a titanium Apple Card. Customers are able to apply online without an eligible device. To access and use all the features of Apple Card, the Customer must add Apple Card to Wallet on an iPhone or iPad with the latest version of iOS or iPadOS. This will also allow the Customer to manage their Apple Card on their device, request a titanium card, access the card number, and make purchases anywhere Mastercard is accepted. Otherwise, the Customer will only be able to use their Apple Line of Credit for certain eligible purchases online and in-store at Apple. The Customer is able to manage their account information online at card.apple.com if unable to view in Wallet. Additional details related to Apple Card eligibility requirements can be found in the Apple Card *********************************** regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20097754
  
  I am rejecting this response because:  I appreciate the fact you state you made a mistake in telling me a card was on its way to me, but with that said, mistake or not, you should honor what I was told and that a card will be sent to me.  I spent some time on the phone and with two agents and was ensured a card was on the way.  Is it really that big a deal that I CAN'T get a card that you guys made the mistake of telling me was being shipped because I am not using the app?  I would think you would send me the card and do additional training with you agents so that false promises are not made in the future.

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

• Initial Complaint

  Date:05/22/2023

  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 app for Marcus Goldman Sachs somehow turned my autopay off and charged me a late fee and then denied my request for a credit line increase. The dispute process has been circles for weeks now. I cant talk to anyone who can do anything. They were supposed to schedule a call back to me and failed to do so. Their specialists cut me off in the middle of speaking. This is the absolute worst customer service and support Ive ever dealt with. *** never missed a payment in my life, all my bills are on autopay and this is the only account thats giving me issues. It was so much better when it was capitalone.

  Business Response

  Date: 05/30/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 23, 2023. We appreciate the opportunity to address the concerns raised by ********************* (the Customer) related to autopay, fees, credit limit increase request, and customer service experience.

  The Bank conducted an investigation and confirmed an inadvertent system error occurred. When the Customer scheduled a one-time payment on September 8, 2022, it canceled the Customers autopay incorrectly due to an issue in the systems programming. To prevent this from happening in the future, the Bank advises the Customer to update to the latest version of the operating system. To remediate the Customer, the Bank will provide a credit for the late fee of $29.00 assessed on February 8, 2023 and fix the system of record to show the Customer as not missing the payment due date of February 5,2023.

  According to the Banks records, the Customer applied for a credit limit increase on May 9, 2023, and May 23, 2023. The Bank carefully reviewed the Customers ** Card account history and any new credit bureau information received as part of servicing the account. The Bank was unable to approve the Customers credit limit increase request. Consequently, and in adherence with applicable law, the Bank sent the Customer emails on May 9, 2023, and May 23, 2023, respectively, detailing the reasons why the Bank could not approve the request. A Bank representative called the Customer on May 25, 2023 and explained why the credit limit increase was not approved. The Customer can request a credit limit increase review at any time however, the Bank recommends the Customer wait at least 90 days to allow time for the ** Card account history and credit history to update. The Customer may wish to contact the credit bureaus directly to validate and potentially dispute invalid information within the credit report. The Bank is unable to change past decisions, but once the previously mentioned fix is implemented the Customer may submit a new request. However, the Bank cannot guarantee a credit limit increase due to the multiple factors taken into consideration.

  The Bank confirmed the credit reporting is correct and accurate. The Customer was reported current with no negative reporting. The Bank confirmed reporting is accurate as of the last furnishing. Due to the Bank's obligation to report accurately to credit reporting agencies, it is unable to update the reporting. The Bank regrets any frustrations the Customer experienced.

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

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20092239
  
  I am rejecting this response because: The decline of my credit limit increase explicitly outlined the delinquency which I was not at fault for. Further more, the account has been paid in full so a credit is not a satisfactory remedy. Ive held this card for nearly a decade and have never missed a payment. Marcus by Goldman Sachs poor customer service and faulty systems warrant more than a sorry and a useless credit. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/05/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 30, 2023. We appreciate the opportunity to address the concerns raised by ********************* (the Customer) related to autopay, fees, credit limit increase request, and customer service experience.
  The Bank conducted an investigation and confirmed an inadvertent system error occurred. When the Customer scheduled a one-time payment on September 8, 2022, it canceled the Customers autopay incorrectly due to an issue in the systems programming. This resulted in a missed payment for the due date of February 5, 2023, and a late fee to be assessed in the amount of $29.00. To prevent this from happening in the future, the Bank advises the Customer to update to the latest version of the operating system.To remediate the Customer, the Bank provided a credit in the amount of $34.00 and backdated it to February 4, 2023. This resulted in the late fee to be credited and partial interest credits for a total credit amount of $66.99.Additionally, the Bank confirmed the missed payment will not impact the Customers credit limit increase request if the Customer chooses to apply again.
  According to the Banks records, the Customer applied for a credit limit increase on May 9, 2023, and May 23, 2023. The Bank carefully reviewed the Customers ** Card account history and any new credit bureau information received as part of servicing the account. The Bank was unable to approve the Customers credit limit increase request. Consequently, and in adherence with applicable law, the Bank sent the Customer emails on May 9, 2023, and May 23, 2023, respectively, detailing the reasons why the Bank could not approve the request. A Bank representative called the Customer on May 25, 2023 and explained why the credit limit increase was not approved. The Customer can request a credit limit increase review at any time however, the Bank recommends the Customer wait at least 90 days to allow time for the ** Card account history and credit history to update. The Customer may wish to contact the credit bureaus directly to validate and potentially dispute invalid information within the credit report. The Bank is unable to change past decisions, but the Customer may submit a new request. The Bank cannot guarantee a credit limit increase due to the multiple factors taken into consideration.
  The Bank regrets any frustrations the Customer experienced.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20092239
  
  I am rejecting this response because: Zero effort has been made to make up for your poor customer service or the inconvenience it caused. I also feel that you fabricated the 2nd denial letter because I was just approved by Lightstream for 18k and discover took less than 4 minutes to approve my credit line increase of $2500. Again, Ive had this card for nearly a decade with no issue, your company is just garbage. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/22/2023

  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.

  We did a wire transfer through Marcus on Friday 05/19/2023 to put our deposit $56,400 in the escrow account. the transfer was made through phone call, and no confirmation was provided. The funds have still not reached the intended recipient, causing significant inconvenience and potential financial loss. Today, we made several attempts to contact Marcus Savings to inquire about the status of the transfer. However, we got hung up on twice and encountered a representative who feigned an inability to hear us. After numerous attempts, we finally managed to speak with someone in the afternoon. It was at this point that we were informed about a required one-time pin to process the transfer, which we had already provided on Friday. This information was never communicated to us during previous conversations with multiple representatives who claimed the transaction had been completed on Friday night. After escalating to a supervisor named ********, we were disappointed to learn that the only action she could take was to make a note to expedite the transaction. We stress that the urgency of this situation cannot be overstated, as failure to receive the funds in a timely manner will result in the seller backing out of the transaction. This will not only cause a substantial financial setback but also damage our reputation as a reliable and trustworthy party. We require immediate action to expedite the transfer by contacting the person who works on wire transfers to ensure that the funds reach the escrow promptly.

  Business Response

  Date: 05/30/2023

  BBB **  
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 23, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************** (the Customer) related to a wire transfer from their ************** Account (OSA).
  On May 19, 2023, the Customer initiated an outgoing wire transfer from their OSA to an escrow account. The Bank provided the Customer with a verification code via phone to confirm the transaction. On May 22, 2023, the Customer contacted the Bank requesting an update on the wire, and the Bank provided the Customer with another verification code. The Bank identified that the original verification code was not processed correctly, due to a technical issue. The Bank successfully processed the wire transfer on May 23, 2023.
  Based on the above details, the Bank kindly requests this complaint to be closed.