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:01/10/2023

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

• Initial Complaint

  Date:01/05/2023

  Type:Sales and Advertising 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 applied for Marcus GM rewards card in July of 2022 with an invitation code for ****** bonus points after spending ******* in 90 days.I spent the thousand in the first month of recieving card.I called every month since september and told i met requirements but there was a glitch in their system.Now its January they called and said they need invitation code.its was six months ago I dont have it so they said there wasnt anything they could do to get my bonus points.I feel cheated with no recourse.Maybe you can help me out.thanks in advance

  Business Response

  Date: 01/12/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on January 5, 2023. We appreciate the opportunity to address the concerns raised by *************************** (the Customer)related to not receiving rewards points for an early spend bonus promotion.
  The Bank conducted an investigation and confirmed a technical error occurred. The Bank contacted ** Rewards who confirmed there was a system error that attached the early spend bonus promotion to the account but did not fully enroll the account into the promotion. This error resulted in the ****** rewards points not being automatically awarded to the account. ** Rewards has confirmed on January 11, 2023, that the ****** rewards points were applied to the account and an agent will reach out to the Customer to inform them.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 01/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/04/2023

  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 made a transaction to my chase saving account from my Marcus by Goldman Sachs account for $1,8000 (for tuition). Marcus by Goldman Sachs locked my account and claimed that they have called me but was unable to reach me that is why my account was locked(I have not received any call from them). I read their instructions on the email I received and called back, which I provided all the information they needed correctly (including my SSN), the custom service agent transfer me to another agent called *****. ***** said my calling phone number does not match the record which is not true because that is my only phone number in the U.S She first somehow admitted that phone number does not match is the reason the account was locked, then she refused to confirm why the account was locked. ***** later said she will mail me an affidavit of identity which she cannot guarantee when is the arrival and I also need to mail the form back. I asked for online form to download and mailed back, she refused. I was not satisfied with the blurry process, so I called again and providing the exact same information, which I got a note on my file, which does not help at all. This has caused extreme unconvinced and lost to me, if I passed the tuition due-date, I will have to pay a late fee to school. Also, if my account was locked, I am not sure if the assets in it was safe because I cannot access it. Further, if the account will be locked without telling me any information, that is against my rights on using the account solely. Last but not the least, if the account was locked, would the monthly rate still apply to my saving? if no, who is going to bear the lost?

  Business Response

  Date: 01/11/2023

  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 04, 2023. The Bank appreciates the opportunity to address the concerns raised by ****** **** (the Customer) related to accessing their ************** Account (OSA).
  
  On January 4, 2023, the Customer initiated an outgoing transfer from their OSA to an unverified external account via the Banks website. However, the Bank identified security concerns related to the external account ownership and the Customers identity; therefore, in accordance with the Banks Deposit Account Agreement, the Bank restricted the **** That same day, the Customer contacted the Bank regarding their account access, but the Bank could not clear the security concerns. As an alternative method of identity verification, the Bank requested an Affidavit of Identity (***)from the Customer, which the Bank mailed to the Customer the following day. The Bank is currently waiting to receive the completed *** from the Customer. **************** can confirm that the Customers OSA, while in a restricted state,accrues interest.
  
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:01/03/2023

  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 have a Goldman Sachs MasterCard / Apple Card attached to my iTunes account. My account was fraudulently charged 8 charges of **** on 12/31/22 and 1/1/23 for a total of $79.72. I attempted to dispute the charges via the Apple Card "wallet" and call their customer service. I have not been credited the amount of $79.72.

  Business Response

  Date: 01/11/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ***** Card via the Better Business Bureau (BBB) Complaint Portal on January 04, 2023. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to transaction disputes with the merchant ***** Services.
  ******** conducted an investigation and confirmed no Bank error occurred. On January 02, 2023, five (5) separate transactions from the merchant ***** Services posted to the account in the amounts of $9.99, $9.99, $9.99, $19.98, and $29.97. On January 03, 2023, the Customer contacted the Bank to dispute these transactions. The disputes were initiated, and temporary credits were applied to the account in the amounts of $19.98, $29.97, $9.99, and $9.99. The last transaction in the amount of $9.99 was resolved on January 05, 2023, due to the merchant crediting the account in the amount of $9.99 and the bank reversed the temporary credit. The remaining two (2) disputes in the amounts of $9.99 each were resolved in the Customers favor on January 05, 2023, and the temporary credits became permanent.
  The disputes in the amounts of $19.98 and $29.97 were resolved on January 06, 2023, due to the merchant crediting the account in the amounts of $19.98 and $29.97. The temporary credits previously issued were rebilled. ******** sent emails to the Customer detailing each dispute resolution on January 05, 2023, and January 06, 2023.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 01/11/2023

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