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:01/25/2023

  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.

  Interest charge. For the life of the credit card payments have been set up on *******...however the last 2 months due to excessive returns. The returns are being subtracted from the statement balance and not the current balance. Foer instance, statement was ****, returns was **** leaving balance of 300...auto pay automatically took 300 from bank account and then marcus goldman sachs charged ***** in Interest. This month statement was **** after 800 in returns, auto pay paid **** and I was charged ***** in Interest. Everytime a return is processed the autopay amount lowers ..... returns should be subtracted from CURRENT balance and not the statement balance. And I am being charged Interest eve though the account is being paid in full according to the computer app each month.

  Business Response

  Date: 02/01/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 25, 2023. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer)related to interest charges.

  The Bank conducted an investigation and confirmed a technical error occurred. According to the Banks records, the Customer has AutoPay scheduled for the statement balance to be processed on the payment due date. The AutoPay correctly processed payments in the amounts of $332.85 on December 20, 2022, and $3,513.91 on January 20, 2023, but the account was charged interest in the amounts of $26.69 on December 23, 2022, and $50.57 on January 23, 2023. The Bank provided credits in the amounts of $25.00 on December 24, 2022, $1.69 on January 2, 2023, and $50.57 on January 30, 2023. The Bank is investigating the cause of the technical error and will follow up with the Customer with updates.

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

• Initial Complaint

  Date:01/23/2023

  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.

  My CD matured on January 21, 2023 with Marcus Bank. The proceeds were supposed to be deposited in my checking account with another institution. They weren't, and the money is missing. Marcus customer service cannot help.

  Business Response

  Date: 01/30/2023

  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 January 23, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to the closure of a Certificate of Deposit (CD).
  
  On January 8, 2023,the Customer updated their CD maturity instructions to close the account via an ACH transfer to their linked external bank account. On January 21, 2023, the CD matured; however, the closure request could not be completed due to the maturity date being a non-business day.
  
  In accordance with Deposit Account Agreement, ACH transfers requested on a non-business day shall be completed on the next business day. On January 23, 2023, the CD successfully closed, and the funds transferred to the external bank account. The Bank can confirm that the customer received interest for the additional days leading up to the account closure.
  
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Had the customer service agent properly communicated the above-referenced information with me, there would not have been a need to file the underlying complaint.   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/20/2023

  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 a Marcus by Goldman Sachs Mastercard which is associated with a GM or mychevroletrewards program. On page 3 of my Oct. 4 - Nov. 3. statement 20,093 points were deducted from my account. This should have a corresponding $200.93 statement credit but it does not. I have been making phone calls to customer service for 3 months but have yet to see either my points restored or a statement credit. My case escalation number is ********** which was assigned on a Dec. 22, 2022 phone call. I keep being bounced back and forth between Goldman Sachs and GM rewards and have yet to receive any restitution. I have authorized only one point redemption on June 25, 2022 for $883.00 (883,000 points) for which I did get a statement credit. They owe me a $200.93 statement credit or 20,093 points.

  Business Response

  Date: 01/27/2023

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business Bureau
  (“BBB”) Complaint Portal on January 20, 2023. We appreciate the opportunity to
  address the concerns raised by ***** ***** (the “Customer”) related to the
  redemption of rewards points as statement credit.

  
  The Bank conducted an investigation and confirmed an error
  occurred. According to GM Rewards’ records, the Customer requested a rewards
  points redemption in the form of a statement credit on October 20, 2022, for
  $200.93 which is the equivalent of 20,093 points. The statement credit did not
  post at that time. To resolve the issue, on January 27, 2023, the Bank posted a
  credit of $200.93 to the Customer’s account and backdated it to October 20,
  2022. 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:01/19/2023

  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.

  Over the years I requested a credit card limit increase from $****** but was always denied. On January 6th **************************************************************************** the denial letter Marcus by Goldman Sachs stated my credit score is 848 out of 850 and that the request was not approved because "Your recent payments on your card did not cover a significant portion of your monthly balance". I asked the Marcus by Goldman Sachs rep what does that statement mean but they said they did not know. Marcus by GMS is unable or unwilling to provide the reason for the denial. ** salary is over $100,000.00 a year and there is not negative marks/factors on my credit report. The Marcus by GMS rep I spoke to today told me I would have to reach out to Transunion to see what factors caused the denial. I reached out to TU and they stated from what they can see the Marcus bank is not reading my credit report correctly as they see my score is over 800 and there is nothing negative on the report that would cause a denial. TU noted that it looks like it's a bank issue with them not wanting to increase the limit and that TU would not actually know why the bank doesn't want to increase the limit. TU suggested I call Marcus by Goldman Sachs Bank again.I called Marcus by GMS back once more and the 2nd rep I spoke with stated that they (the bank) are not giving any GM credit card increases at the moment and does not have an ETA when they will be allowed to grant ** GM Rewards card credit limit increases. Now a this point I don't know what to believe. Why didn't the other reps I previously spoke to today and over the years inform me of this? Previously I used my GM card for all my oil changes so the credit limit wasn't a big deal. I have just purchased an EV and looking to use the card for other items and with a ****** limit it makes doing so very difficult. Any help with this issue is greatly appreciated.

  Business Response

  Date: 01/26/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 19, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Customer)related to a credit limit increase request decline.

  The Bank conducted an investigation and confirmed an error occurred. The Customer was incorrectly informed by a Bank representative that the Bank was not offering credit limit increases at this time. The Bank apologizes for the misinformation provided by the Bank representative.

  According to the Banks records, the Customer applied for a credit limit increase on January 6, 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 January 6, 2023, detailing the reasons why the Bank could not approve the request. A Bank representative called the Customer on January 19, 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.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18838575
  
  I am rejecting this response because: When the representative called me on January 19th she was unable to explain why the credit increase was declined. She also read the Marcus reason why increase was declined and did not know what it meant. She suggested I call the credit agency which I did and they stated they don't know why Marcus declined the increase. The Marcus GMS rep did inform me I can try the increase request after 90 days. Let's see what happens then. I don't agree with Marcus GMS response because no one can tell me what "Your recent payments on your card did not cover a significant portion of your monthly balance" means. Is the phrase something Marcus GMS put in by default? If not why don't their own reps knows what it means? You can close this case as I'm not sure I can get a better answer. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/18/2023

  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.

  apple music has sent credit card information out for usage by other without my persission.

  Business Response

  Date: 01/25/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 18, 2023. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Consumer) related to Apple Music.
  The Consumers concern references Apple Music sharing payment information without the Consumers authorization. The Bank was unsuccessful in locating an Apple Card account with the information provided. This complaint may pertain to an Apple Pay account. Goldman Sachs Bank *** offers the Apple Card, but does not offer or service Apple Pay. Please direct this complaint to the appropriate company.
  CORRECT COMPANY: Apple, Inc.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:01/18/2023

  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 just received a letter from Marcus by Goldman Sachs thanking me for a recent application, which thankfully, they were unable to approve because I maintain a credit freeze. I have never completed an application for a loan with Marcus by Goldman Sachs Bank or any other business.

  Business Response

  Date: 01/25/2023

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau (BBB) Complaint Portal on January 18, 2023. We appreciate the opportunity to address the issues raised by *********************** (the Customer).
  The Customers complaint alleges their personal information was used as part of a request for loan options without their authorization or knowledge. The Bank reviewed its records and determined that the Customer, or an individual using the Customers information,requested loan options on January 10, 2023, via Marcus.com. A request for loan options does not result in an inquiry that affects a customers credit score.
  
  As the Customer alleges an unauthorized request for loan options, the Bank sent necessary information to TransUnion on behalf of the Customer to indicate the inquiry is fraudulent and should be removed. The Bank confirmed no hard inquiry was made on the Customers credit report.
  
  Based on the above details, we kindly request this complaint be closed.
  

• Initial Complaint

  Date:01/17/2023

  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.

  Marcus locked down my account for no reason and my money was held by them. I applied with my social security number and all the information they asked. Now I need to transfer the money to pay my tuition and they are not releasing the money, which is ridiculous. Now I couldnt use my own money and transfer it back to my bank account. Its not legal for them to hold my money

  Business Response

  Date: 01/25/2023

  BBB Response Hai
  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 January 18, 2023. The Bank appreciates the opportunity to address the concerns raised by ******* (the Customer) related to accessing funds in an ************** Account (OSA).

  
  Per the Banks records, on January 17, 2023, the Customer initiated an outgoing ACH transfer from their OSA to an unverified external account. The Bank identified security concerns related to ownership of the external account and, in accordance with the Banks Deposit Account Agreement, the reversed the transaction and restricted the account until the security concerns could be cleared. The Bank spoke with the Customer later that day; however, the Bank was not able to authenticate the Customer with the phone number on file.

  
  As an alternative, on January 18,2023, the Bank requested the Customer complete and return an Affidavit of Identity ***** to remove restriction. On January 22, 2023, the Customer contacted the Bank regarding **** and a Bank Specialist confirmed that the *** has not been received. Once the Bank receives the **** the Bank will review and notify the Customer of the decision.

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

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18828335
  
  I am rejecting this response because:
  
  move submitted the form long time ago. No one is updating the information

   

  
  Sincerely,
  
  *******

  Business Response

  Date: 02/02/2023

  BBB Response Hai
  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 January 18, 2023. The Bank appreciates the opportunity to address the concerns raised by ******* (the Customer) related to accessing funds in an ************** Account (OSA).

  
  As previously stated, on January 18, 2023, the Bank requested the Customer complete and return an Affidavit of Identity ***** to remove the restriction placed on their account due to security concerns. The Bank received the *** on January 26, 2023.  After further review, the Bank was able to clear the security concerns and removed the account restriction the following day.

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

• Initial Complaint

  Date:01/17/2023

  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.

  I contacted my credit counseling organization to try and get my finances in order to help reduce interest and payback my credit cards. I was told that goldman sachs apple would not work with them directly and that I would have to call them in order to setup a debt management plan. I found that I could contact them per the statement to get information on consumer credit counseling and when I spoke with them about it they said they had no such ability to provide a reduced interest payment plan in order to help payback the card. I would very much like to work with apple to pay back the debt in a way that is possible for me especially when I am on a fixed income but it seems that apple has no desire to work with me at all on it. It also seems that their billing statement is either untrue, misleading, or maybe I am speaking with the incorrect department. I would very much like to pay back the debt in a monthly payment plan at a slightly reduced payment so that I can pay everything back in full so if goldman sachs/apple card can please review and provide a reason or contact with a plan I would appreciate it.

  Business Response

  Date: 01/24/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 17, 2023. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to the Annual Percentage Rate on the Apple Card and settlement options.
  
  ******** conducted an investigation and confirmed the Customer contacted the Bank on January 17, 2023 and closed the account. ******** sent the Customer an email informing of the account closure on January 17, 2023.
  
  ******** conducted a review of interactions and confirmed the Customer was provided with misinformation about being able to set up a payment plan on the closed Apple Card account. The Customers account is ineligible to be set up on a payment plan at this time. As of January 23, 2023, the Customer has a total balance due of $5,981.34. The Customer should continue paying at least their minimum amount due each month by the due date. However, if Customers do not pay the full monthly statement balance on or before the due date, interest will be assessed to the account.
  
  Additionally, the Bank does not offer settlements and is unable to lower the Annual Percentage Rate at this time. The Customer is welcome to contact the Bank directly in the future to discuss if payment options are available.
  
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18825626
  
  I am rejecting this response because:

   

  The  bank is going against what is listed on their own billing statement about credit counseling services and the ability to work with a client.  Again they are not addressing the issue.  I am not asking for a settlement.  I am offering to pay the debt, I am asking to work with them on a debt management plan.  A debt management plan would involve agreeing to working at a lower interest rate but accept a fixed payment over a number of year with the expectation of being paid off within that number of years (So full debt plus interest just not as much interest).  It seems that they are not willing to do this.    I would like clarification if they are stating that they do not do this what exactly they mean on their billing statement when it says to contact them for credit counseling?

  I spoke with three different people at Apple/Goldman Sachs, so I would like the response via BBB as they are not accountable via the other contact methods as they admittedly are not providing correct answers.  I am also reaching out to the federal agency about the way the organization is working with their credit card practices as an additional process as I am not happy with how this organization seems to be working in general with its customers.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/31/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 24, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to the Annual Percentage Rate on the Apple Card and payment plan options.
  
  As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. Customers monthly statements do provide the Customer the option to contact the Bank and receive contact information for non-profit credit counseling agencies that offer guidance from a certified credit counselor who can help develop a personalized plan for managing expenses and paying off debt, however this service does not enroll Customers in payment plans or debt management plans with the Bank.
  
  The Customer was provided with misinformation about being able to set up a payment plan on the closed Apple Card account. The Customers account is ineligible to be set up on a payment plan or debt management options at this time. The Customer has a total balance due of $5,981.34. The Customer should continue paying at least their minimum amount due each month by the due date. However, if Customers do not pay the full monthly statement balance on or before the due date, interest will be assessed to the account. The Bank is unable to lower the Customers Annual Percentage Rate at this time.
  
  The Customer should contact the Bank directly in the future to discuss what payment options are available.
  
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18825626
  
  I am rejecting this response because I would like confirmation in writing here on the BBB, based on their previous responses which are not 100% clear.

  1) Apple/Goldman Sachs does not and will not participate in a *************** Plan with it's customers under any circumstance.
  

  2) The statement which provides information about credit counseling is not consider as misleading to a consumer, as they would provide access to numbers for a consumer counseling organization.  

  3) If the organization Apple/Goldman Sachs provided information for recommended a debt management plan, Apple/Goldman Sachs would in turn not participate in such a plan.

  Once I get clear answers to these questions I will be happy to close this.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/17/2023

  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 a PNC Account because that was one of the acceptable payments according to them. I was never able to make a payment using PNC they said it was declined the bank said they didnt receive any declined transactions. I called 1 million times late fee after late fee letting him know that it wouldnt work I even tried Chase which is also an *********** also failed, they eventually removed PNC and told me I could send a check I was told that the address was a overnight address which it was not it actually took about 12 days for them to get the payment, I told them I was misinformed by one of their workers and they are still charging me a $40 late fee.

  Business Response

  Date: 01/24/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 17, 2023. We appreciate the opportunity to address the concerns raised by ************ (the Customer) related to issues processing payments, overnight shipping, and a late fee.
  The Bank conducted an investigation and confirmed no bank error occurred. On January 20, 2023, the Bank contacted the Customer to troubleshoot and determined that the ********* financial institution information that was attempted to be linked has a possible internal block,which may be resulting in an error when attempting to make a payment. The Bank confirmed this financial institution is allowed to be linked to make ACH payments. The Customer should contact their financial institution directly to resolve any internal blocks and/or freezes.
  Additionally, the Bank conducted a review of interactions and confirmed, overnight shipping was explained to the Customer, as it requires overnight postage and depends on how fast the postal system gets it to the Bank. The Bank confirmed ********* can also make payments by mailing a check and/or by bill pay. As a courtesy the Bank provided a $40.00 statement credit to the ********* account on January 23, 2023.
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:01/14/2023

  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.

  So I have a credit card with Marcus goldsachs. They offered a type of bonus/reward system where if I spent **** on gas in a year, then I would receive a 100 dollar statement credit. I reached that threshold in September. When I called in October about my statement credit, the representative told me it would take 2 billing statements. No problem, so I waited. When I called back a second time I November, the rep then asked me if I even activated the offer. I had informed her that I had, and how I was still waiting for my statement credit. Then she told me the system was down, and she couldn't help me with my issue at this time. This representative was very unhelpful and very unknowledgeable. But anyway when I called a third time for my statement credit, the rep was more helpful, informed me that she would create a case and would receive my statement credit in 2 weeks. Well it's been 3 weeks and I still haven't received my 100 dollar statement credit. I was excited about the statement credit because it would help with the high prices of gas. But I feel like I was lied to. Before this particular credit card, I had the ******** card from *********** and I guess they were bought out by Marcus goldsachs. But I enjoyed my ******** card much better. I would like to come to a resolution and would like to report them for not following though on their promises to customers. Thank you.

  Business Response

  Date: 01/20/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 14, 2023. We appreciate the opportunity to address the concerns raised by *************************** (the Customer) related to not receiving rewards for a promotion.

  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank confirmed with ** Rewards that the Customer was enrolled in a ** Rewards promotion that a $100.00 statement credit would be awarded if the Customer spent $1,500.00 on gas within a year. The Customer met the eligibility requirements. The promotion terms indicated it can take up to two billing cycles after meeting the requirements for the rewards to be applied. The Banks records indicate that the $100.00 statement credit was applied to the account on January 20, 2023.

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

  Customer Answer

  Date: 01/23/2023

   
  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,
  
  ***************************