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:04/27/2023

  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 opened an account in Marcus this month and put $3900 in it. Yesterday I found that my account has been locked. I called their customer service several times. Even though I provided my ssn again and again, they couldnt provide any reason but required me to fill out the affidavit of identity and send it back to them. But I have filled out all the information during the application. I dont think they have the right to lock my account and well, its how they saidprove I am I. I have to pay the rent within this month but my money is locked for no reason. I dont think its ethical and legal!!!

  Business Response

  Date: 05/04/2023

  BBB Response ***
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the "Bank"), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 28, 2023. The Bank appreciates the opportunity to address the concerns raised by ********** (the "Customer") related to accessing an ************** Account (OSA).
  On April 26, 2023, the Bank conducted a post booking account review and identified security concerns regarding the Customers identity. The Bank restricted the Customers OSA, per the Banks Deposit Account Agreement. The next day, the Customer contacted the Bank regarding their account access; however, the Bank was unable to verify the Customer by phone. As an alternative method of verification, the Bank requested an Affidavit of Identity ***** from the ********************* mailed the *** to the Customer on May 3, 2023 and is currently waiting for the Customer to return the completed ***.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:04/27/2023

  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.

  I am a member of the armed forces. Im currently deployed. My mothers car is giving her problem-so I went on the banks app to transfer some money to help her. I have my ***************** account linked to ******************** ************ account was verified by Marcus and I used it to transfer money into Marcus. I was denied access to the app. A number was provided to call them The Marcus rep initiated the transaction to move the money into my ***************** account. One week later, the money hadnt been transferred. I received an email from Marcus telling me to call them When I called they said they want to verify my account by sending me a one time code. I explained that it is normal for military members to suspend their phone lines when they deployI dont have access to my phone number and have to use a land line at the *** to make calls. They utterly refused to address anything about my account. *** asked them to verify me in any other way. They asked for my full name, ***, last four of SSN, and code word They said all my answers were correct but couldnt give me any information without me providing them the code sent by text to my phone number on file. I asked if they can send to my email on fileSame email they contacted me through- to tell me to call them. They said they will not be verifying me by any other way other than sending me a code via text message. Ive called three days in a row (90 mins each time) and today, one of their fraud specialists said she can send a letter to my address in ***************** so I can sign and certify. Im not in the ****** StatesIm deployed with the military-Out of the country!!!This rep told me thats the only other option. Again they said email is not an optionIve offered to reply to an email with a copy of my drivers license and notary signature stating it is really me and even that is not as good to them as a text message with a code It seems dont have access to my money for the duration of my deployment. I need my money now!

  Business Response

  Date: 05/04/2023

  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 April 27, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer)related to transferring funds from an ************** Account (OSA).

  
  On April 26, 2023, the Customer contacted the Bank regarding their account access, and the Bank was unable to clear the security concerns.
  

  The Bank completed another review and requests the Customer to provide a phone number and the best time for a Specialist to reach the Customer to complete a verification and assist with the transfer.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:04/23/2023

  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.

  The savings department has blocked my online access. This is causing me issues on managing the credit card side. They have said multiple times that they will handle it, and they have yet to do so. I previously had a savings account with **********************, and then it was closed. I do not care for that savings account. And I do not care about opening a new account. I only want them to unrestrict my online access so I can handle other things that the savings department has no connection with.

  Business Response

  Date: 05/01/2023

  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 April 23, 2023. ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to accessing their ******************** ************** Account (OSA).
  The Customer opened an OSA on January 26, 2023. ******** conducted after account opening and identified red flags related to the account; subsequently, the Bank chose to end the relationship with the Customer on February 26, 2023. 
  The Customer also initiated several applications for a credit card account, and unfortunately, the Bank could not approve the applications.  ******** sent notifications detailing the results of the application reviews.
  Based on the above details, the Bank kindly request this complaint to be closed.
  
  
  

• Initial Complaint

  Date:04/21/2023

  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.

  2/24/23 opened a new high yield savings account via a referral from my daughter who also has a savings account with them (1% interest boost first 3 months for both our accounts due to referral).2/27/23 a transaction of $41,000 and a transaction of $1,000 were completed by my bank withdrawing $42,000 from my checking account and depositing into my Marcus account.Marcus locked me out of my account when trying to sign in with the message "Your Account is Temporarily Locked". I called and provided numerous means for identification to be transferred to their fraud department and told I would be sent an Affidavit of Identity form. I completed this in March, paid to have it notarized as instructed, and mailed it back to them.After weeks of not hearing from them and still being locked out, I called them back on 4/10/23 and was told my form wasn't notarized (which is not true) and that they were going to mail me a new one. I have not received a new form, and today, 4/21/23, I received an email from them confirming my online savings account has been closed. I did not authorize this and I want to know where my $41,000 I invested with them is now since they've claimed to close my account.I have the documentation and information I can provide directly from my personal banking account showing this withdrawal and deposit directly to them. My daughter has written them on Messenger in conjunction with me calling them and they relayed to her they would make my request a priority but nothing has happened until I received the email today stating they had closed my account.I spoke with them today, 4/21/23, and was told they closed my account as "unclaimed funds" and would deposit back to my bank after they speak with me on Wednesday, 4/26/23. I was told I would have to call them back if I don't hear from them.

  Business Response

  Date: 04/27/2023

  BBB Response ***** ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 21, 2023. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to accessing their ************** Account (***).
  On February 24, 2023, the Customer opened and funded their ***. On March 1, 2023, the Bank identified security concerns regarding the Customers identity, and restricted the **** per the Banks Deposit Account Agreement. On March 4, 2023, the Customer contacted the Bank regarding their access and the Bank was unable to verify the Customers identity via phone. As an alternative method of verification, the Bank requested an Affidavit of Identity ***** from the Customer.
  On April 10, 2023, the Bank informed the Customer that the *** sent in was missing a notary stamp and mailed a new ***. On April 20, 2023, the Bank made the business decision to close the *** and transfer the funds to an internal holding account. After further review, the Bank decided to reopen the account and have the funds sent to the original funding account. On April 27, 2023, the Bank contacted the Customer to initiate the transfer to the funding account and submitted the closure.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:04/21/2023

  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 had a GM card for more than 25 years. A variety of banks have been the processor over that time, including ************ but recently, Goldman Sachs-Marcus has been the processor. Since the benefit of the card is related to purchasing a vehicle and I am now in the market for one, I have begun using this card as my primary credit card. As such, I requested a credit line increase in mid-March and was rejected.The reason for denying the increase was that I don't have enough experience with Marcus. The ridiculous thing about that is that Marcus makes a point of advertising my ***************************************************************** the rejection letter Marcus noted that my credit score was 802.Repeated calls to Marcus were fruitless since no one has the authority to actually make a decision. Even speaking to a supervisor was worthless because the "system" makes the decision. I was told to apply again which I did yesterday, and the result was the same.It is bad business for a bank to act in this manner, ignoring information that it has at its fingertips. What is the point of having a great credit score and history as a paying customer if a creditor doesn't use it? Furthermore, Marcus is letting revenue slip away as I am forced to use a different credit card.Goldman Sachs is doing a terrible job as a card processor.

  Business Response

  Date: 04/26/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on April 21, 2023. We appreciate the opportunity to address the concerns raised by ************** (the Customer) related to increasing the credit limit on a My ** Rewards Card account.

  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer applied for a credit limit increase most recently on April 20, 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 an email on April 20, ************** the reasons why the Bank could not approve the request. 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. 

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

• Initial Complaint

  Date:04/18/2023

  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 an active consumer credit card with Marcus by Goldman Sachs. Specifically, the My GM Rewards Card. My issue: My online access has been "temporarily locked" for quite some time. As a result, I cannot log in to make a payment. What I have done: I have called an overabundance of times to have my online access unrestricted. Apparently the savings department is issuing the block to my online access. Whichever department I speak with, be it the credit card department or savings department, they tell me one of two things: either a case has been created so a supervisor can solve the issue, or that absolutely nothing can be done. I wish to make this abundantly clear: if nothing can be done, then Marcus by Goldman Sachs cannot collect my monthly payment. If nothing can be done, sooner or later, my card will begin to report as delinquent to the credit bureaus. If truly, nothing can be done, then it is as if I'm cursed to have my credit irreparably damaged by these tyrants. Marcus by Goldman Sachs must know: I am not perturbed by the closing of my savings account. I do not wish to hear anything about it at all, whether it be in response to this message or in any other communication method. I say this because every agent defaults to this unrelated savings account issue while neglecting the real issue. What I need done: Very simply, unblock my online access, so that I may make payments to my credit card.

  Business Response

  Date: 04/25/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on April 18, 2023. We appreciate the opportunity to address the concerns raised by *************************** (the Customer) related to a restricted account, online access, credit reporting and payments.
  
  The Bank is conducting an investigation regarding the Customers restricted account. Once a resolution has been reached, the Customer will be contacted. This contact will include what changes will be made to the credit reporting based on the outcome of the investigation. Currently, online access has been reinstated as of April 21, 2023. The Bank accepts the following payment methods: one-time payment (ACH), scheduled series payments (ACH), bill pay, money order or paper check. Both types of ACH payments can be made online or by phone. The Bank apologizes for any inconveniences the Customer may have experienced.
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:04/17/2023

  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.

  Goldman Sachs has on a seemingly weekly basis has Frozen my Credit card account. Any time the card is used or a payment is made the company freezes the account. They do not have a staff who is given the tools to resolve anything. Any time a request is made to speak to someone who can give details about the fraudulent activity that is denied. I Have also Been told by the representatives of this company that the account itself is not eligible to be closed. However this company does not have any representatives to tell you why. all you ever get told is that a qualified specialist will be reaching out to you but no one ever does.

  Business Response

  Date: 04/24/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 17, 2023. ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to a restricted account.
  ******** conducted an investigation and confirmed a processing error occurred. On March 24, 2023, the Customers account was incorrectly restricted. On April 04, 2023, the restriction was lifted by the Bank. On April 17, 2023, the account was once again incorrectly restricted. On April 18, 2023, the restriction was lifted.
  A Bank representative attempted to contact the Customer on April 19, 2023, and on April 21, 2023, but was unsuccessful. ******** confirms the account is no longer restricted. ******** regrets any frustration the Customer may have experienced.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:04/16/2023

  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.

  In March of 2022, Marcus GM Rewards Card by Goldman Sachs sent me an e-mail special offer stating that if I opened a new GM credit card account and spent $1,500 in fuel per calendar year, I would receive a $100 statement credit. Thus, I accepted the offer and made $1,500 in gas purchases by December 2022, which was three months earlier than the expiration date. In January 2023, I called GM Rewards Card customer service to inquire why there was still no $100 credit shown on my statement. The representative I spoke with told me that it would take 2 billing cycles for the $100 credit to be deposited into the account. On April 1, 2023, there was still no $100 credit deposited into my account, so I called to inquire about the matter. The bank representative (*******) did not know why there had been no deposit yet into my account, so she decided to open up a case regarding the issue (Case No: 3-19ZQ6ESR) and informed me that a bank specialist (****) will contact me in 3 to 5 days. I waited for the phone call, but no one called. Thus, on April 10, 2023, I called again and asked to speak to the manager (*******), and he promised that he would call me back by the end of the day with a resolution. I never received the phone call on that day, and its been almost a week and no one has contacted me.Bucking responsibility and forgoing accountability is one thing, but to personally promise a customer that you will take care of the issue and never do so is beyond poor service. I understand that mistakes happen, computer failures occur, and things cant always run as smoothly as planned. However, I dont understand the lack of customer service that I received. I felt disregarded and unvalued, much to my disappointment and consternation.Providing the best banking service, or even just plain old good service, instead of the service itself will undoubtedly make a difference. Never forget that customers expect and demand to know how their money is handled. Failure to provide answers to a customers questions or inept management that could care less about anything except their inflated egos will only bring loss of business.I still haven't received the $100 promotional offer that I was promised, even though I fulfilled all the requirements within the first calendar year of my account opening. This bank is unscrupulous and is manipulating customers through false advertisements, deceptive representations, and omissions. This corporate conduct is illegal and corrupt. An examination of this bank is very much needed.I plead that you carefully look into this matter, and I deeply appreciate any effort you can make to help me retrieve the $100 promotional offer I was promised.Thank you for your time and attention.

  Business Response

  Date: 04/19/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on April 16, 2023. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to not receiving the $100.00 fuel spend promotion statement credit.

  
  The Bank conducted an investigation and confirmed an error occurred. According to ** Rewards records, the Customer met the EV/Fuel Spend Benefit objective of $1,500.00 on December 16, 2022. The statement credit of $100.00 did not post at that time. To resolve the issue, on April 18, 2023, the Bank posted a credit of $100.00 to the Customers account and backdated it to December 16, 2022. The credit has applied to the Customer's current balance and will reflect on the next statement generating on April 24, 2023. The Bank apologizes for any inconveniences the Customer may have experienced.

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

• Initial Complaint

  Date:04/14/2023

  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 am writing to lodge a formal complaint against Marcus, a financial institution with whom I recently opened a savings account. The issue revolves around an unjustified account lock and the subsequent unhelpful and inefficient resolution process.On April 1, I opened a savings account with ******************** using my email address ************************ and subsequently transferred $38,000 from my **** of *************** account on April 4. However, several days later, my Marcus account was inexplicably locked. I contacted Marcus to inquire about the issue, but they were unable to provide any reasonable justification for the account lock.Moreover, the process to unlock my account has been unnecessarily complicated and drawn out. When I first called Marcus to address the situation, they informed me that they would send a form via mail for me to complete in order to unlock the account. Despite their assurances, I have yet to receive the form. Upon calling them again today, I learned that the form has still not been sent.This situation has left me in a dire financial emergency, as I need immediate access to the funds in my Marcus account. I have been given no reasonable explanation for the lock, and there appears to be no hope of resolving the issue in sight. This has caused me significant stress and inconvenience.I kindly request the Better Business Bureau to intervene and assist me in resolving this matter with Marcus. I believe that my account should be unlocked immediately, and I should be granted access to my funds without any further delay. Additionally, I would like a proper explanation as to why my account was locked in the first place.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue.

  Business Response

  Date: 04/19/2023

  BBB Response ** ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 14, 2023. The Bank appreciates the opportunity to address the concerns raised by *************** (the Customer) related to accessing an ************** Account (OSA).
  On April 1, 2023, the Customer opened and funded their OSA from an unverified linked account. The Bank identified security concerns related to the Customers identity and restricted the account. On April 9, 2023, the Customer contacted the Bank regarding their account access; however, the Bank was unable to clear the security concerns. As an alternative verification method, the Bank requested an Affidavit of Identity ***** from the Customer on April 18, 2023. Currently, the Bank is waiting for the Customer to return the completed AOI.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19935554
  
  I am rejecting this response because:

  Firstly, the bank stated that my account was locked because I "funded their OSA from an unverified linked account". However, I have only made one transfer since opening this account, and it was conducted through Marcus's own website, adhering strictly to the provided instructions. The transfer originated from my verified **** of *************** account, and the information was confirmed by Plaid during the transaction. Marcus also acknowledged this verification. If the claim that I "funded their OSA from an unverified linked account" is accurate, I am puzzled as to why the transfer was successful, yet my account was subsequently locked. This seems illogical and requires further explanation.

  Secondly, I initially requested to unlock my account on April 9th, at which time I was informed that a form would be sent to me. On April 15th, I inquired about the form's status, and the specialist assured me it would be sent that day (I believe this call was recorded by Marcus). However, when I called again on April 19th, I was informed that the form had just been sent. This inconsistency in communication has diminished my trust in the information provided by your representatives.

  I urgently request a clear and reasonable explanation for the lock on my account, along with an efficient solution to resolve the issue. It is unacceptable to endure weeks of waiting without tangible progress.

  I appreciate your attention to this matter and look forward to a prompt response.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 04/27/2023

  BBB Response **
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on April 20, 2023. The Bank appreciates the opportunity to address additional concerns raised by *************** (the Customer) related to accessing an ************** Account (OSA).
  
  On April 4, 2023, the Bank identified security concerns related to the Customers identity during a post-account opening review and restricted the account. The Bank was not able to confirm the Customers identity with the information the Customer provided during account opening. On April 9, 2023, as an alternative method of verification, the Bank requested an Affidavit of Identity ***** from the Customer. On April 18, 2023, the Bank mailed the *** to the Customers address.On April 24, 2023, the Bank contacted the Customer to inform them that a completed *** is needed to remove the account restrictions. The Bank is waiting for the Customer to return the completed ***.
  
  Based on the above details, the Bank kindly request this complaint to be closed.
  

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19935554
  
  I am rejecting this response because:

  I have returned the completed *** but my account is still being locked.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 05/09/2023

  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 2, 2023. The Bank appreciates the opportunity to address additional concerns raised by *************** (the Customer) related to accessing an ************** Account (OSA).
  On April 4, 2023, the Bank identified security concerns related to the Customers identity during an account review and restricted the account. On April 9, 2023, as an alternative method of verification, the Bank requested an Affidavit of Identity ***** from the Customer. On April 28, 2023, the Bank received the **** however the appropriate documentation was not provided.
  The Bank requests the Customer to contact the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to receive assistance with the AOI.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:04/13/2023

  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.

  This is in regard to the Apple Card Credit Card. I have attempted to apply for this account several times and I have been declined each time. The reasons that are provided i belive are incorrect. I called and spoke with someone and she stated she would have someone contact me. Someone called me I have the individuals name and she was just cin a customer service team. She kept contradicting herself and told me that the credit bureau was the one taht made the decisions on the applications and told me to contact credit bureau. The credit bureau is not the ones taht make decisions, they are just providing information on report for the creditor. I stated this twice or more to her and she only wanted me to listen to what she said and not to what I had to say. Also, one of the reasons stated I have been too recently delenquent on accounts and I have not been any type of past due on account for over two years. I want someone in an highly esclated area to contact me verbally. It does not good to call and speak with someone. Pus I want this agents call reviewed when someone gets back in touch with me. I want my application manually reiwed. I have also an alert on my credit file where my credit information has gotten mixed with another individual and I want someone in an eslcalation level with your financial institution to get in touch with me.

  Business Response

  Date: 04/20/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 14, 2023. ******** appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to a declined Apple Card application.
  ******** conducted an investigation and confirmed a communication error occurred. According to the Banks records, the most recent application was submitted on April 13, 2023. When an applicant submits an application, the Bank evaluates multiple factors, including current credit history, outstanding debt in relation to income, and credit score. Unfortunately, the Bank was unable to approve the Consumers application. Consequently, and in adherence with applicable law, the Bank sent the Consumer an email detailing the reasons the application could not be approved on April 13, 2023.
  On March 05, 2023, the Customer contacted the Bank and requested to be contacted regarding the decision on their application. On May 09, 2023, a bank representative contacted the Customer and incorrectly advised that TransUnion made the decision on the application. On April 20, 2023, a Bank representative contacted the Customer to address their concerns and clarify that the Bank makes a decision on the application using information received from the credit reporting agencies. The Customer should contact the credit bureaus directly to dispute any inaccurate information.
  ******** regrets any frustration the Customer may have experienced.
  Based on the above details, we kindly request this complaint be closed.