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:01/12/2023

  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.

  In working with Goldman Sachs who manage my Apple Credit Card,on the date of 9/19 I submitted a credit card dispute for the amount of $957.51 for a charge I was disputing for a hotel reservation at Extended Stay America Premier Suites in Sanford, FL. I have been now filed 3 disputes for the same credit card charge with Goldman Sachs that has extended through today's date and I continue to get no where in a resolution that is fair and just.As of today I also filed a BBB dispute for the hotel company Extended Stay as well.This was for initial reservation I booked back approx. 9/17 and within 4 hrs later cancelled the hotel reservation and at the time I was assured would not be billed as long as the reservation was cancelled within 24 hrs. I twice called the Extended Stay location, once the corporate office number then the actual location and each time was assured the reservation was cancelled although they refused to provide any documentation confirming cancellation. Because of my concerns with this, I filed a CC dispute and Goldman and Sachs refuses to take the additional steps to do a complete review even though I provided documentation clearly reflecting that because I cancelled my initial reservation with Extended Stay, I proceeded forward to book another reservation for the same dates (9/30-10/9) through Expedia for the Marriot Residence Inn. Goldman Sachs is saying that the hotel mentioned that I would of needed to call the day of my check in hotel to be refunded which makes no sense since the initial cancellation process required to be cancelled within 24 hrs which means if I booked the hotel on 9/17 and called the hotel to cancel on 9/30, that would of been outside of the required 24 hr policy to cancel the reservation and be fully refunded. Please help as I feel like I have no where else to turn to and I am adamant I did the right thing and followed all processes to cancel this reservation initially with Extended Day that no one seems to have record of now.

  Business Response

  Date: 01/19/2023

  Goldman
  Sachs Bank USA (the “Bank”) received the above-referenced complaint related to
  Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on January
  12, 2023. The Bank appreciates the opportunity to address the concerns raised
  by ******* ****** (the “Customer”) related to Merchant Extendedstay #**** in
  the amount of $957.31.
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Customer initially opened the dispute on September 21, 2022, and November 30,
  2022. The Bank applied a temporary credit while the dispute was investigated.
  Based on the investigation and the evidence, the Bank ruled the dispute in
  favor of the Merchant. Per the Merchants terms and conditions, “Per terms of
  reservation, reservations must be canceled by 6pm local hotel time on date of
  arrival, or the 1st night's, will be charged as a No Show to the credit card
  holding the reservation.” The customer did not provide sufficient evidence that
  the reservation was cancelled. The merchant’s response also indicated that the
  merchant does not have a record of cancellation on file. As a result, the Bank
  reversed the temporary credit on the Customer’s account on December 16, 2022.
  The Bank sent the Customer an email detailing the dispute outcome.
  The Customer reopened the dispute on December 16, 2022. The Customer’s dispute
  with Extendedstay #**** remains under investigation, and the Bank expects
  completion within two billing-cycles after the date of receipt and no later
  than 90 days from date of receipt. During the investigation, the Customer does
  not incur interest for the amount of the dispute and is not responsible for
  repayment. The Bank applied a temporary credit to the account on December 16,
  2022. The temporary credit may not be available for use during the
  investigation. The Customer can provide the Bank with dispute evidence by
  responding to the evidence needed email, message in the Wallet App, or by mail.
  Based on the above details, we kindly request this complaint be closed.

  Business Response

  Date: 02/03/2023

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on January 30, 2023. The Bank appreciates the opportunity to address the
  concerns raised by ******* ****** (the “Customer”) related to a transaction
  dispute with the Merchant Extendedstay #**** in the amount of $957.31.
  As provided in the Bank’s previous response, the Bank conducted an
  investigation and confirmed no Bank error occurred. The Customer initially
  opened the dispute on September 21, 2022, and November 30, 2022. The Bank
  applied a temporary credit while the disputes were investigated. Based on the
  investigation and the evidence, the Bank ruled the disputes in favor of the
  Merchant. Per the Merchants terms and conditions, “Per terms of reservation,
  reservations must be canceled by 6pm local hotel time on date of arrival, or
  the 1st night's, will be charged as a No Show to the credit card holding the
  reservation.” The customer did not provide sufficient evidence that the
  reservation was cancelled. The merchant’s response also indicated that the
  merchant does not have a record of cancellation on file.  As a result,
  the Bank reversed the temporary credits on the Customer’s account on November
  30, 2022, and January 12, 2023. The Bank sent the Customer an email detailing
  the dispute outcomes.
  The Customer reopened the dispute on January 12, 2023. The Customer’s dispute
  with Extendedstay #**** remains under investigation, and the Bank expects
  completion within two billing-cycles after the date of receipt and no later
  than 90 days from date of receipt. During the investigation, the Customer
  does not incur interest for the amount of the dispute and is not responsible
  for repayment. The Bank applied a temporary credit to the account on January
  12, 2023. The temporary credit may not be available for use during the
  investigation. The Bank confirmed, the Customer has not provided evidence to
  substantiate their claim. The Customer can provide the Bank with dispute
  evidence by responding to the evidence needed email, message in the Wallet
  App, or by mail.
  The Bank is not able to override merchant policies, therefore the Cusotmer
  must provide evidence that they followed the cancellation policy of the
  Merchant.
  The Bank attempted to contact the Customer on February 01, 2023 to provide
  this information, but was unsuccessful with reaching the Customer.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did call back to speak to a representative. The person that called me was a supervisor who I have spoken with before and requested to speak with a manager. This justification however is still not acceptable. For Goldman and Sachs to just run with what Extended Stay stated is disappointing and consumer fraud in my opinion. As I have stated I placed a cc dispute way before my date of even check in. Why would I have placed a dispute if I could have cancelled directly with the hotel. I did not because the hotel advised and confirmed over the phone when I cancelled that there was only a 24hr cancel policy which they confirmed I met the obligation but refused to provide any proof to me. Hence why I put in a CC dispute almost 2 weeks before my original check in because I was unhappy the hotel refused to provide any documentation except for advising they made notes on their system of my call and that I did cancel witting the 24hr policy as I’ve have stated throughout this entire process. I will not be paying any fees ever. I did the right thing and this is about principal to me and not even about the money which I have and can easily pay. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/12/2023

  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 had recently upgraded my address and cell number to Marcus Sachs credit card. Somehow the company stated to me that it was a fraud, so I was sent out paperwork that needed to be notarized which I have done and sent it back. I've been patient with them and was asked to call back. Everytime I called back they keep saying a specialist will be calling u and this has been going on for about three months. I was told by Marcus Sachs representative to keep paying my bill, which doesn't make sense if I don't have a credit card and they keep saying fraud. No one from the company has reached out to me at all about the matter but keep saying someone will call you . I'm tired of calling them and getting empty promises. Please let me know, thank you very much

  Business Response

  Date: 01/18/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 12, 2023. We appreciate the opportunity to address the concerns raised by ************************* (the Customer)related to a restricted account and communication with the ********************* conducted an investigation and confirmed a bank error occurred. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative,but a case was worked incorrectly, causing a delay. As a part of a regular account review process, the Bank placed a restriction on the account until additional research could be completed. The Bank representative working this case did not review the approved affidavit from October 25, 2022, resulting in the case being closed as unable to contact. The Bank verified the needed information and confirmed that the Customers account is available for use as of January 16, 2023.
  The Customer was attempted to be contacted but was unsuccessful. The Bank apologizes for any inconveniences the Customer may have experienced.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18727975
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/23/2023

  I'm not satisfied with the information that I have received from Marcus Sachs company. I have given them my cell phone number three or more times and no I has reached out to me. I talked to numerous representative within the past three months and they keep telling me someone will be contacting me. I was never given a credit card but the company says I will receive one 7 to 10 business days and this is 3 months later still no credit card. I'm not understanding why are they telling you that I can start using my credit card January 16 when I never received one. I hope this matter can be resolved a.s.a.p. thank you very much

  Business Response

  Date: 02/02/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 23, 2023. We appreciate the opportunity to address the concerns raised by ************************* (the Customer)related to a restricted account, communication with the Customer and not receiving a physical card.
  The Bank conducted an investigation and confirmed a bank error occurred. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative,but a case was worked incorrectly, causing a delay. As a part of a regular account review process, the Bank placed a restriction on the account until additional research could be completed. The Bank representative working this case did not review the approved affidavit from October 25, 2022, resulting in the case being closed as unable to contact. The Bank verified the needed information and confirmed that the Customers account is available for use as of January 16, 2023.
  A new card was ordered for express shipping on January 24,2023. The card was attempted to be delivered on January 30, 2023 but was unsuccessful causing ***** to hold the card for pick up. The Bank apologizes for any inconveniences the Customer may have experienced. The Customer was attempted to be contacted but was unsuccessful. If further assistance is needed, the Bank encourages the Customer to contact a Bank representative at ************ at any time.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18727975
  
  I am rejecting this response because: this is not fair and rightfully wrong because the company has not reached out to me at all. I have no voicemail or anything regarding this matter from them. I left my number with the representative numerous times and all they keep saying is someone will give you a call but it has never ever happened. I don't know why they keep telling you lies. No Fed ex has been here or has left a note on my mailbox. If they don't want me to have the credit card please say so or send me a letter. So many months has passed while I'm waiting and waiting on nothing. I might just have to get a lawyer
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/14/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on February 7, 2023. We appreciate the opportunity to address the concerns raised by ************************* (the Customer)related to receiving a physical card and contact attempts.
  The Bank conducted an investigation and confirmed no Bank error. The Bank express shipped a card on January 5, 2023, with a tracking number of ************. ***** was unable to deliver the card to the Customers address on file on January 31, 2023, resulting in a 5 day hold at a local ***** for pickup. An attempt to contact the Customer was made on February 2, 2023, to provide information on how to pick up the card that was unable to be delivered was unsuccessful, but a voicemail was left. Since the card was not picked up, it was returned to the Bank on February 7, 2023. A new card was requested for express shipment on February 9, 2023 and was delivered on February 13, 2023. The Bank attempted to contact the Customer on February 13, 2023 but was unsuccessful.
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:01/11/2023

  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.

  On January 3rd 2023 I received a lifelock alert of possible fraudulent activity. After contacting this bank I opened up a fraud complaint and learned that someone using my identity took out a $16k loan. On the day I called Jan. 3 I was told the loan was stopped and credit pull reversed. A week later on Jan 10 i called in and was told the loan was distributed. I called again Jan 11 because I was concerned whomever they sent this loan to also has a bank account somewhere in my name and could be doing other fraudulent things. I informed this bank they should immediately notify the bank where they sent the money to about this so I can notify the police and they told me they could not get back to me for 30 days. I informed them I had a police report and requested the name of the bank and city so I can contact them myself. They told me they would "note" my account. I requested a call within 24 hours to give me the name of the bank and city or confirmation they have informed that bank of fraud so nothing further can be carried out in my name. Waiting ************************************************************************************************ my name. This loan would have to have been signed by me and it was not therefore this bank also has terrible procedures to protect their loans. I am requesting immediate response with the name of the bank and city that they sent the money to so I can stop any further activity. Nothing less than immediate response with that bank name and city is acceptable to me.

  Business Response

  Date: 01/18/2023

  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 11, 2023. The Bank appreciates the opportunity to address the issues raised by ********************* (the Customer) related to a loan in their name (the Loan).
  The Bank conducted an investigation into the Customers complaint and has determined they are no longer liable for the Marcus loan in their name (PL01015638458).
  To remove the personal loan on their credit report, we have sent a request to the credit bureaus on their behalf to have the inquiry from January 3, 2023, removed along with removing the loan from their credit files. A letter has also been sent to the customer for their records.
  Based on the above details, the Bank kindly requests this complaint be closed.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18721772
  
  I am rejecting this response because: I specifically stated in my complaint, that I request a call or letter from the bank, indicating where they sent the money because someone may have had a bank account in my name. I am merely requesting the city and state and name of the bank that they distributed the funds to or indication that they did not distribute funds at all, I have yet to receive a phone call or letter 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/27/2023

  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 20, 2023. The Bank appreciates the opportunity to address the issues raised by ********************* (the Customer) related to a loan in their name (the Loan).
  The Bank conducted an investigation into the Customers complaint and determined funds were disbursed to Navy ******************** located in ******, **. Furthermore, the Bank has determined they are no longer liable for the Marcus loan in their name (PL01015638458).
  To remove the personal loan on their credit report, we have sent a request to the credit bureaus on their behalf to have the inquiry from January 3, 2023, removed along with removing the loan from their credit files. A letter has also been sent to the customer for their records.
  Based on the above details, the Bank kindly requests this complaint be closed.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18721772
  
  I am rejecting this response because:I contacted Navy ******************** located in ******, **.  They do not have someone with my name and social security number in their system.  The only presumption I can make is that Marcus sent the money without checking to ensure it was going to the person that took out the loan someone named *********************?  If not I request Marcus contact Navy ******************** and let them know the funds sent were obtained fraudulently so that someone may not continue to use my name adversely.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/10/2023

  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.

  Marcus by Goldman Sachs refuses to delete my account. I have cleared my account and moved all my money to other financial institutions. In this day of age, all companies are being hacked, I make it a habit to close/delete accounts no longer required. When I spoke to customer support they informed me the are not allowed/able to delete accounts. How can an institution the size of Goldman Sachs not be able to delete an account that is no longer utilized???

  Business Response

  Date: 01/18/2023

  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 11, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer)related to the removal of Personal Identifiable information (PII) post account closure.
  On October 13, 2022, the Customer closed an ************** Account held with the Bank. On November 23, 2022, the Customer contacted the Bank requesting the Bank to delete their PII post account closure. The Bank advised the customer that their profile and PII could not be deleted at this time.Under federal law, financial institutions are required to maintain customer records that were used to verify the Customers name, address, and other identifying information. These records must be retained for 5 years after the date of the account closure.
  The Bank takes security concerns and safeguarding customers personal information very seriously. For more information on how the Bank protects personal information, the Customer may wish visit the *************** at Marcus.com.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:01/08/2023

  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 made payment on account and it says declined. I used **************** because the other account should not have been in the apple pay account. When I try to contact them through the app- it blocks me. It is not my phone, it is them. It has been that way for over a month. they have also erased my previous documentation that is always in the app- I had a previous complaints about their mistakes and they cannot block me from contacting them via the app. I have money in this account to cover the payment, so there is no way this was declined.

  Business Response

  Date: 01/13/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 8, 2023. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to returned payments for Apple Card, and communications with the ******************** conducted an investigation and confirmed no Bank error occurred. The Banks records confirmed the Customer initiated two one-time payments from the Customers device on January 5, 2023, from the financial institutions ****** Bank and ****************************** in the amounts of $118.00, and $117.73. On January 6, 2022, the financial institution ****** Bank returned the Customers payment in the amount of $118.00 due to insufficient funds.  Additionally, the financial institution ******************************** returned the Customers payment in the amount of $117.73 due to the payment account being a non-transaction account on January 6, 2022. As a result, the Customers account was debited for the two returned payments in the amounts of $118.00, and $117.73. The Customer should contact ****** Bank or ****************************** with questions regarding the returned payments.
  The Customer is not blocked from contacting the Bank, nor does the Bank block Customers from contacting the Bank. Additionally, the Bank does not delete documentation or communications in relation to Customers or Customers accounts, either internally or on the Customers devices. The Bank 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. The Customer should contact the Bank directly to provide documentation showing that the funds were deducted from the account. The Customer should contact Apple or the cell phone provider directly with questions in relation to the devices functionality.
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:01/07/2023

  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 used their ** credit card to purchase tires in March of 2022. I paid the full balance of the charge ($889) on my statement. I was late by a few hours. So I accrued an interest charge of about $8. I called into customer service and discussed the situation and I paid the interest charge in full. I received more emails and charges. I called into customer service again to understand the situation. They stated that my account was like a four-leaf clover and they will fill a dispute for all of the charges. I continue to receive emails and charges to the account that I paid in full two times. I refuse to continue to give this company money its is a SCAM. DO NOT APPLY FOR OR USE THE ** CREDIT CARD.

  Business Response

  Date: 01/13/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 7, 2023. We appreciate the opportunity to address the concerns raised by *************************** (the Customer)related to interest charges and credit reporting.

  The Bank conducted an investigation and confirmed no error occurred. In order to avoid interest charges, the statement balance owed must be paid in full by the due date each cycle. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement.

  According to the Banks records, the Customer had a statement balance of $882.73 due by May 4, 2022. A payment in the amount of $882.73 was received on May 5, 2022, resulting in $8.70 of interest. The balance of $8.70 had a due date of June 4, 2022. A payment was not received by the due date for June 2022, July 2022, and August 2022 resulting in further interest charges and late fees. The Customer had a statement balance of $17.81 due by September 4, 2022. A payment in the amount of $8.80 was received on September 6, 2022, leaving a remaining balance of $9.23 due by October 4, 2022.A payment was not received by the due date for October 2022, November 2022, and December 2022 resulting in further interest charges and late fees. The Customer had a statement balance of $37.90 due by January 4, 2023. As a courtesy, the Bank provided interest credits totaling $1.19 on December 14, 2022, and a payment for the remaining balance of $36.71 was received on January 7, 2023.The Customer then had an interest charge of $0.51 on January 7, 2023, with a due date of February 4, 2023. As a courtesy, the Bank provided an interest credit of $0.51 on January 9, 2023.

  The Bank conducted a review of interactions and was unable to locate any record of misinformation provided by a Bank representative. The Bank successfully delivered statements, Payment Due Reminders, and Missed Payment Reminders to the email address on file for the Customer. In order to be reported as current to the credit bureaus, at least the minimum due must be paid by the due date. The Bank is obligated to report accurately to credit reporting agencies and is unable to update the credit reporting.

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

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18702157
  
  I am rejecting this response because: Payment amount due was supplied to me by a customer service agent. I paid the amount told to me in full $8.80 and still received more charges. I have since paid the card off for the third time. About $34.00 and the agent stated that I will have to pay it off for the ***** time to really pay it off. This is scammy and a poor business practice and the community needs to know to avoid this company at all cost. Stay away from this Credit Card many many better choices in the market place. Scam! 

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

  Business Response

  Date: 01/23/2023

  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 interest charges and information provided by a Bank representative.
  The Bank conducted an investigation and confirmed no error occurred. In order to avoid interest charges, the statement balance owed must be paid in full by the due date each cycle. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement.
  According to the Banks records, the Customer had a statement balance of $882.73 due by May 4, 2022. A payment in the amount of $882.73 was received on May 5, 2022, resulting in $8.70 of interest. The balance of $8.70 had a due date of June 4, 2022. A payment was not received by the due date for June 2022, July 2022, and August 2022 resulting in further interest charges and late fees. The Customer had a statement balance of $17.81 due by September 4, 2022. A payment in the amount of $8.80 was received on September 6, 2022, leaving a remaining balance of $9.23 due by October 4, 2022.A payment was not received by the due date for October 2022, November 2022, and December 2022 resulting in further interest charges and late fees. The Customer had a statement balance of $37.90 due by January 4, 2023. As a courtesy, the Bank provided interest credits totaling $1.19 on December 14, 2022, and a payment for the remaining balance of $36.71 was received on January 7, 2023.The Customer then had an interest charge of $0.51 on January 7, 2023, with a due date of February 4, 2023. As a courtesy, the Bank provided an interest credit of $0.51 on January 9, 2023. The Bank is unable to provide further monetary relief.
  The Bank conducted a review of interactions and was unable to locate any record of misinformation provided by a Bank representative. According to the Banks records, the Customer did not interact with a Bank representative between July 25, 2022, and December 11, 2022. The Bank successfully delivered statements, Payment Due Reminders, and Missed Payment Reminders to the email address on file for the Customer.
  Based on the above details, we kindly request this complaint to be closed.
  

• Initial Complaint

  Date:01/06/2023

  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.

  Marcus by Goldman Sacks took a credit card that I had over from ************ I normally pay my cards off every month and they charged me interest on a balance that I paid in full, so I complained about the charges and the person I spoke to took the complaint and told me they would look into it, and now they are charging me a late fee and reporting a late payment on my credit report, I had a 100% payment history for the last 8 or 9 years, I was a customer with this company for less than a few months that I didn't make to choice to be a part of, I don't know if there is anything that can be done, but I would like to keep my 100% payment history

  Business Response

  Date: 01/13/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 7, 2023. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to interest charges and credit reporting.

  
  The Bank conducted an investigation and confirmed no error occurred. To avoid interest charges, Customers are required to pay the statement balance in full by the due date. According to the Banks records, for the July 25, 2022, balance of $110.27, a payment was not received by the due date of August 22, 2022, which led to a late fee of $29.00 and $8.09 in interest. For the August 25, 2022, balance of $632.19, a payment for the full amount was received on September 5, 2022, which resulted in $3.85 in trailing interest. For the September 25, 2022, balance of $3.85, a payment was not received by the due date of October 22, 2022, which resulted in a late fee of $3.85 and $0.07 in interest. For the October 25, 2022, balance of $7.77, a payment was not received by the due date of November 22, 2022, which resulted in a late fee of $7.77 and $0.08 in interest. For the November 25, 2022,balance of $11.70, a payment was not received by the due date of December 22,2022, which resulted in a late fee of $11.70 and $0.22 in interest.

  
  The Bank confirmed the credit reporting is correct and is obligated to report accurately to credit reporting agencies. The Bank is unable to update the credit reporting per the Customers request.

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

• Initial Complaint

  Date:01/05/2023

  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.

  On 1/5/22, I tried to transfer all my fund in brokerage account to fidelity brokerage account. The account is locked. I tried to contact the Marcus to unlock account for 3 times. The marcus wanted to do the three-way identification verification with Fidelity. The first time, the call failed since the holding time was too long with the Fideility and they suggest me to call back. The second time, I contacted Marcus again, and Marcus had long time to connect their fraud center and promised to call back but never call back. The third time, I called, they connect quickly to the fraud center but the call dropped once its connected to fraud center. I just want to have my account unlocked and have my money transferred. Since part of the fund is to be used to close the house purchased that will be closed soon. And also part of the money I need to pay off some medical expense.Can you just unlock my account instead of me to calling everyday and problem is not solved ? I felt like its a scam that I cannot take my money when I need it

  Business Response

  Date: 01/13/2023

  BBB Response ****
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on January 6, 2023. The Bank appreciates the opportunity to address the concerns raised by Yixin **** (the Customer) related to the transfer of funds from an ************** Account (OSA) held with the Bank.
  
  On January 5, 2023, the Customer initiated an outgoing wire transfer to an external account. For security purposes, and in accordance with the Banks Deposit ************************** needed to verify ownership of the originating funding account before processing the transfer. The Bank attempted to contact the Customer and external bank following the request, but could not make contact, and the Bank subsequently reversed the transfer and restricted the **** Later that day, the Bank tried to verify the funding external account via three-way call with the Customer and external bank; however, due to extended hold times the call could not be completed.  On January 6, 2023, the Bank successfully verified ownership via a three-way call between the Customer and external bank. The Bank removed the restrictions on the Customers OSA and processed the requested wire.
  
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:01/05/2023

  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.

  I'm writing about my online saving account was closed without clear explanation, and more importantly I cannot access the funds at this time. On 1/5/23, I requested a transfer of $700K to my linked verified checking account at BOA as I have just signed a contract of home purchase in the morning and I need to use the funds toward down payment. I spoke to a customer representative, and he helped me initiated an ACH transfer. At first, the transfer was made successfully, and the transaction also appeared in the mobile app. After 2 hours, I received an email from Marcus Bank saying "Please call us back" but they never called me in the first place. So, I called them. after a long wait, they connected me to a specialist and told me that they have closed my account and the transfer was voided. She didn't provide any reason why they close my account and just told me to call back tomorrow and ended the call in a rush. I called in again and reached to another specialist named *****. This time I was told that my account was locked, and in order to unlock it that Marcus will mail a form for me to fill, sign, notarize, and mail back to them. My identity was verified every time when I first connected to an agent. The transfer is also going to a verified checking account which is the same one I used to transfer money in. I have also been verified using a One Time Code Verification method with a Marcus agent before, but ***** said he couldn't use this method without explanation and claimed that the form was the only way. I found his words very unconvincing. Now, I have lost visibility and control of my money, and I really need to use the fund urgently toward home purchase.

  Business Response

  Date: 01/13/2023

  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 January 6, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to accessing funds in an ************** Account (OSA).
  
  On January 5, 2023,the Customer contacted the Bank and requested an outgoing transfer to an unverified external account. However, the Bank identified security concerns with the Customers identity and, in accordance with the Banks Deposit Account Agreement, the Bank rejected the transfer and restricted the Customers online banking access. Unfortunately, the Bank was unable to clear the security concerns.Therefore, the Bank made a business decision to close the Customers account. On January 6, 2023, the Customers account was closed, and the funds were successfully transferred back to the original funding account.
  
  Based on the above details, the Bank kindly request this complaint to be closed.

  Business Response

  Date: 02/16/2023

  BBB Response ***
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on February 9, 2023. The Bank appreciates the opportunity to address the concerns raised by ************** (the Customer) related to accessing funds in an ************** Account (OSA).
  
  As stated in the prior response, the Bank was unable to clear security concerns with the Customers identity in order to restore the Customers account access. ********************* made a business decision to close the Customers account and transfer the funds back to the original funding account. On February 9, 2023, the Customer contacted the Bank requesting an update on their account statement. The Bank Specialist informed the Customer that a closure letter and statement will be mailed at the same time. The Bank can confirm the Customers account closed on February 14, 2023.
  
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 02/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I confirm that my complaint is resolved. However, Im unsatisfied with the way Marcus treated my situation where I informed them multiple times that I need my account statement urgently since Feb 9, but they dont care about my urgency. As of today, I still havent received it. 
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:01/05/2023

  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 Marcus Goldman Savings account a few months ago. However, they constantly locks my account for security concerns.Every time I want to make external transfer to any banks whether its initiated at Marcus or the external banks, Goldman would require me to call in and make excessive confirmations with phone representative. It is such a waste of my time.

  Business Response

  Date: 01/12/2023

  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 05, 2023. The Bank appreciates the opportunity to address the concerns raised by *************** (the Customer) related to an ************** Account (OSA) held by the Bank.
  For the security of the Bank and the Customer, when the Bank identifies security concerns related to ownership of an external account, the Bank may restrict a customers account until ownership can be verified.  For additional information, the Customer can refer to Banks DAA or contact the Bank at 1-855-730-SAVE ***************),Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18691054
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************