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:10/28/2024

  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 called to put in a fraud dispute that I noticed on my card. I had never received my card in the mail after opening a credit card in January. When receiving a notification that I had a charge of over $1000 on my card is called to open a fraud charge at cvs. After their investigation they confirmed that I made the charges. They never contacted me to ask me where I was at the time of the charges I have videos pictures and ezpass receipts were I was during those charges.

  Business Response

  Date: 11/04/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on October 28, 2024. ******** appreciates the opportunity to address the concerns raised by ****** ******** (the Customer) related to a transaction dispute with the merchant CVS in the amount of $1,038.31.
  ******** conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transaction on January 15, 2024, and reopened the dispute on March 26, 2024. The **** applied temporary credits while the disputes were investigated. Due to a processing error, the initial dispute was resolved incorrectly in the merchants favor because the Customers claim of a lost/stolen card was not fully considered. As a result, the temporary credits were reversed on March 5, 2024, and May 7, 2024. ******** sent the Customer emails detailing the dispute outcomes.
  The dispute was reopened on November 1, 2024, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled in the Customers favor because the Customer reported the card as lost/stolen and based on the Banks internal investigation the Customer is not liable for the transaction. As a result, the temporary credit that was applied to the Customers account was made permanent on November 4, 2024. ******** sent the Customer an email detailing the dispute outcome. ******** regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 11/04/2024

   
  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:10/28/2024

  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.

  For the ** Credit Card managed by Marcus, Goldman Sachs, I have always used their app to make my payments. I always schedule the payment for the due date and always pay the balance in full. I also schedule the payment two weeks in advance. I never pay interest. In August their app caused my payment to be a day late, even though I scheduled the payment for the due date. This caused me to get charged interest of $57.44. I called and was told that the customer service representative was only able to credit me $25. This representative escalated my complaint and I was also advised to write a letter which I did. The response I received was that it was not their responsibility even though their app was clearly at fault. (In September, when I scheduled the payment on the app I scheduled it for two days early so that I wouldnt repeat the problem, and again the app made the payment a day later than I requested. I called again, but the customer service agents hands are tied. Additionally, I was charged trailing interest of $19.68 the following month. Again I called and was told there was nothing they could do about it and the supervisor that called me back, ********** refused to accept responsibility and refused to escalate it any further. She also indicated that their system does not allow her to refund my interest charges. Again I was advised to write a letter which I did. The response to the letter was an email that said there was no error on their part, even though the error was from their app. Please help me to get a refund on these unfair interest charges. The amount that I am due is ($57.44 + $19.68 -$25) $52.12.

  Business Response

  Date: 11/04/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on October 28, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** **** (the Customer) related to payments and interest charges for the *********************** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer scheduled a payment in the amount of $5,255.17 with a payment date of August 29, 2024. As a result, the Bank processed the payment on August 29, 2024. As the payment was not made by the due date of August 28, 2024, the Bank assessed interest charges of $57.44 on September 3, 2024, and a trailing interest charge of $19.68 on October 3, 2024.  As a courtesy, the Bank backdated the payment made in the amount of $5,255.17 to August 28, 2024, and credited the account for interest charges of $57.44 and $19.68 on November 1, 2024. The Customer was also previously provided a goodwill credit of $25.00 on September 4, 2024.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 11/04/2024

   
  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. Marcus keeps insisting that there was no error but there was a processing error on the payment through their app which is what caused the problem. I am satisfied with the Credit of the interest that was charged.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/24/2024

  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 high yield savings account I was approved and my money was accepted. 2 months later my account was closed for no reason. I tried calling customer service all they do is put you on hold and transfer you. This is everyones worst nightmare.

  Business Response

  Date: 10/31/2024

  BBB Response **********
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on October 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* ********** (the "Customer) related to the closing of their ************** Account (OSA).
  On October 1, 2024, the Bank performed an account maintenance review, identified security concerns, and attempted unsuccessfully to contact the Customer. Consequently, the Bank restricted the Customers *** until the security concerns could be resolved. On October 7, 2024, due to the ongoing security concerns, the Bank made a business decision to close the OSA.
  On October 24, 2024, the Customer contacted the Bank regarding their *** and a Bank specialist informed the Customer of the Banks decision. In addition, the Bank specialist assisted the Customer with initiating the closure of the *** by transferring funds to the original funding account. The Bank successfully processed the closure of the *** on October 31, 2024.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/24/2024

  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'm using Marcus as my online savings account. My account has been put on hold because of a trasaction. I called multiple times to try to resolve it, but they locked my account. The reason is each time I called, the agent has to verify my identity, and I have used the same method of verification too many times. They need me to complete a affidavit of identity for me to unlcok my account to resolve the hold. The problem is I am traveling and won't be home for two weeks. This results in multiple late payments and lowering of credit score. Essentially Marcus locked my account becuase I have to call and verify myself multiple time becuase it couldn't resolve my problem with one call. Strongly advise anybody to stay away from them.

  Business Response

  Date: 10/31/2024

  BBB Response ***
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on October 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* *** (the Customer) related to accessing the funds in their ************** Accounts (OSA).
  On October 21, 2024, the Bank received incoming wire transfers from their external account to Customers OSAs. During the transfer process review, the Bank identified security concerns regarding the transfers and restricted the Customers online banking access. The following day, the Customer contacted the Bank regarding their account access. However, the Bank could not successfully authenticate the Customer and the security concerns remained.
  After further review of the Customers profile, on October 30, 2024, the Bank attempted unsuccessfully multiple times to contact the Customer to address the security concerns. The Bank requests the Customer to contact the call the Bank toll-free at 1-855-730-SAVE ***************), Monday to Friday, 8 am 10 pm, Saturday to Sunday, 9 am 7 pm ET to address the concerns.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Cd I had with them matured on 9.18.24 - I still do not have the money. I have called almost 10 times and spent hours on hold. Every time I call, it's another reason why I can't get the money - none of which is my fault. They apologize. They are polite. But it never gets resolved. And I have to call again. I am losing interest in not having this money in my possession to be invested. I am not the only one who is having troubles with this business. Just look at their reviews.

  Business Response

  Date: 10/31/2024

  BBB Response Rich
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on October 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ********* **** (the "Customer) related to closure of their Certificate of Deposit (CD).
  On September 19, 2023, the Customer provided the Bank with instructions to close their CD at maturity with funds transferring to an external account. However, on November 13, 2023, the Bank identified security concerns regarding the external account and attempted unsuccessfully to contact the Customer. Consequently, the Bank restricted the Customers account. Unfortunately, this restriction impacted the Banks ability to process the Customers request to close their CD at maturity on September 18, 2024.
  On October 1, 2024, the Customer contacted the Bank regarding their CD closure and a Bank specialist advised the Customer of the Banks Deposit Account Agreement pertaining to business accounts. Unfortunately, the Customer experienced a delay in the closure of their CD.
  On October 30, 2024, the Bank contacted the Customer to assist with account closure with funds returning to the respective funding account. The Bank is currently in the process of completing the closure as requested.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/23/2024

  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.

  A week before going outside of the country I contacted Marcus to inform them that Ill be leaving the country. A couple of weeks latter I started getting emails from different entities stating that they didnt receive the monthly payments that is supposedly on automatic payments from Marcus and I'll be charged returned payment fees. I contacted the bank when I was outside of the country to inquire and they told me that they froze the account and rejecting any payments going out. I gave them all my info and the account info including my social and they stated that the only way to unfreeze is by verifying my identity by calling my phone number that Is registered in the account and I tried to explain that Im outside the country and I dont have access to this phone number and they said thats the only way to verify it. I tried to speak to a supervisor to resolve issue and explained to them that I will be charged returned fees by the merchants and Marcus should be responsible for those fees and still nothing. When I came back I verified the account and tried to explain to them the situation and request a reimbursement for all those extra fees that I was charged by the merchants and they said they cant do anything about it.

  Business Response

  Date: 10/29/2024

  BBB Response *****
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced
  complaint via the Better Business Bureau Complaint Portal on October 24, 2024. The
  Bank appreciates the opportunity to address the concerns raised by **** ***** (the Customer)
  related to accessing their ************** Account (OSA).
  On August 14, 2024, the Bank received a withdrawal request to an external account from the
  Customers OSA. During the transfer processing review, the Bank identified security concerns
  regarding the external account and attempted unsuccessfully to contact the Customer.
  Consequently, the Bank declined the transfer and restricted the OSA.
  On August 21, 2024, the Customer contacted the Bank regarding their account access, but the
  security concerns remained. On August 23, 2024, the Customer contacted the Bank and a Bank
  specialist assisted with resolving the security concerns by verifying the Customer using alternate
  methods. Subsequently, the Bank specialist restored the Customers online banking access.
  On October 17, 2024, the Customer contacted the Bank requesting a fee reimbursement; however, a
  Bank specialist informed the Customer the Bank will not be able to accommodate the Customers
  request.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am loyal and long time client of Marcus, which I have five online saving accounts with ******************** which I parked my home purchase downpayment. I tried to wire money to my other bank accounts starting Sept 20th. Yet funds were reversed for multiple times without clear reasons why it happened. I called more than 10 times and wanted to get this resolved, every time I was on call for around an hour or longer. No longer the reps were not helpful, they also locked all funds with my ownership. I would not transferred the money I parked at Marcus for a long term to fulfil the requirement of my mortgage application and now we can only get an interest rate which is 0.25% higher. It took me almost 3 weeks to unfreeze my funds. We now need to pay around $300 more every month for the coming 30 year. This is all because of Marcus was holding my funds there. I totally regret parking my saving money with Marcus and the services I received recently, and regretted referring multiple friends and family to open account with them.

  Business Response

  Date: 10/29/2024

  BBB Response ***
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on October 23, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** *** (the Joint Owner) related to transferring funds from their jointly owned ************** Account (OSA).
  On September 20, 2024, the primary owner initiated an outgoing wire transfer from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the account and contacted the primary owner informing of the declined transfer due to the security concerns. During the call, the primary owner initiated another outgoing wire transfer request to an external account. During the transfer processing review, the Bank again identified security concerns,declined the transfer, and restricted the *** until the security concerns could be resolved. Subsequently, the primary owner contacted the Bank regarding their OSA access; however, the Bank could not successfully authenticate the primary owner and the security concerns remained.
  On September 23, 2024, the primary owner contacted the Bank regarding their account access, but the security concerns remained. A Bank Specialist erroneously removed the restrictions from the primary owners and Joint Owners (Account Owners) profiles and assisted the primary owner with a transfer request. Consequently, during the transfer processing review, the Bank reversed the transfer as security concerns remained. On September 27, 2024, the Account Owners contacted the Bank, and the Bank specialist successfully verified both Account Owners using alternate methods and removed the restrictions. Subsequently, the Bank specialist advised the primary owner to reinitiate the transfer after October 5, 2024.
  On October 8, 2024, the primary owner contacted the Bank to re-initiate an outgoing wire transfer from their *** to an external account. The Bank successfully processed the transfer that same day.
  Due to the experience, the Bank provided the Account Owners a credit to the account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed. 

• Initial Complaint

  Date:10/23/2024

  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.

  Good morning,**** *******, here. About 2 months ago I realized fraudulent charges on my Apple Credit Card. I reported and my account was adjusted as with any credit card. However yesterday I noticed a provisional adjustment. I am being told the Video games business that someone was Charing to my account had made adjustments to my account and mcredit card (Sachs bank) is now charging me for this transaction.I don't understand why am being charged for something I did not charge. Am a 57-year-old lady and don't sown money fribalesley.Please help $300 on my account that did not make.

  Business Response

  Date: 10/30/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 23, 2024. The Bank appreciates the opportunity to address the concerns raised by **** ******* (the Customer) related to 48 transaction disputes with the merchant ****************************** conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transactions between August 3, 2024, and August 6, 2024. The **** applied temporary credits while the disputes were investigated. Between August 6, 2024, and August 9, 2024, the merchant posted 19 refund credits totaling $388.34. As a result, the 19 disputes were resolved as merchant credited and the temporary credits were reversed. The Bank sent the Customer emails detailing the dispute outcomes. The remaining 29 disputes were resolved in favor of the merchant because the Bank was unable to locate any suspicious, fraudulent, or unauthorized takeover of the Customers account. As a result, the temporary credits were reversed from the account. The Bank sent the Customer emails detailing the dispute outcomes.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/22/2024

  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 am writing to formally file a complaint against Goldman Sachs in relation to their handling of my ***** Card account. I have been a loyal cardholder for several years and have always maintained my account in good standing. My payments have consistently been made on time, and I have taken particular care to adhere to all stated terms and conditions.Recently, after making a significant payment on my account, I was informed that I had violated the terms of my agreement with Goldman Sachs. However, despite multiple inquiries, no clear explanation or clarification has been provided as to how I violated these terms. I find this lack of transparency extremely troubling, particularly as I have made every effort to ensure my account is in full compliance with the rules.I believe this situation constitutes predatory behavior, as I am being penalized without clear cause, and I have never missed a payment or acted in bad faith with regard to my Apple Card. The lack of clarification and the sudden nature of this violation notice have caused me significant stress and concern.I kindly request that the Better Business Bureau look into this matter and assist in facilitating a resolution. My goal is to understand why my account has been flagged in this manner and to ensure that my credit standing and financial reputation are not unjustly harmed.

  Business Response

  Date: 10/29/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 22, 2024. ******** appreciates the opportunity to address the concerns raised by *********** ****** (the Customer) related to an Apple Card account closure.
  ******** conducted an investigation and confirmed no Bank error occurred. The Customers concern references the closure of an Apple Card account. As part of the Banks review process, the Bank identified red flags related to the Customers account. Based on an investigation, and in accordance with the Apple Card Customer Agreement, the Bank closed the account and sent the Customer an email informing of the account closure on October 22, 2024. The Bank is unable to provide additional information related to the investigation. ******** is unable to reopen the account.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22457710
  
  I am disappointed with the response provided regarding the abrupt closure of my Apple Card account. I have been a longstanding, responsible customer for over four years, with a perfect history of on-time payments and a commitment to maintaining a strong credit relationship. Given this, I was shocked to have my account closed without prior warning or a clear explanation.
  While I understand that the Bank referenced red flags in my account, no specific information has been provided to help me understand or address any potential concerns. This lack of transparency is frustrating and leaves me questioning the reasoning behind this decision. Additionally, the sudden closure of this account has impacted my credit, and I believe I deserve a more detailed and customer-focused explanation.
  I request that Marcus by Goldman Sachs reconsider this decision or, at the very least, provide a ****** account of what led to this drastic measure. I have taken great care to maintain a positive credit standing, and this closure feels both unwarranted and highly disruptive.
  Thank you for your attention to this matter. I look forward to a response that takes into account my long-standing history and loyalty as a customer.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:10/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened up a Goldman Sachs ***** card in January. I never used the card but somehow over $15,000 in charges, all to the same merchant, were charged to the digital card. One day, there were 10 plus charges of $99.99 but still no notification or suspicion of fraud.I filed fraud charges in July when I became aware of this activity. ***** helped me get my ID changed, a new digital card number, and helped me identify all of the charges which had been improperly approved by Goldman Sachs. I never had a physical card for this ***************************************************** started helping me out, and correctly filed 35 of the over 450 fraudulent charges with *****. These 35 charges were reversed and my account was credited because they were quickly determined to be fraudulent. Then on one day, over 400 charges, all to the same merchant as the first 35 charges, were declared legitimate. I contacted two separate managers who told me that these charges were improperly investigated and notes for one of them were cut and pasted on the other 400. They were never even looked into and ignored. They escalated the claims for me because fraud was easy to see. It took them less than five minutes to determine this. When calling to check on things, I have been placed on long holds, hung up on, told that I was being overdramatic, not called when promised, and told standard pre rehearsed messages over and over. I've had managers call each other liars, was never able to speak with the same person because there are no direct lines, and been called back when they knew I was in class so that I couldn't ask clarifying questions. I have been told by both supervisors that I should not have to put up with this type of aggravation and that I should be refunded my money promptly. One of them even said that it should take less than a week to get this matter resolved and have my money back in my account. I need your help in getting my hard earned money back from this disorganized, belligerent, poorly run company!

  Business Response

  Date: 10/28/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 21, 2024. ******** appreciates the opportunity to address the concerns raised by **** ******* (the Customer) related to multiple transaction disputes with the merchant ********* for various amounts.
  ******** conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transactions on July 16, 2024, and September 5, 2024, September 6, 2024, September 9, 2024, September 10, 2024, September 11, 2024, and October 11, 2024. The **** applied temporary credits while the disputes were investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the disputes in favor of the merchant. ******** was unable to locate any suspicious, fraudulent, or unauthorized takeover of the Customers account. As a result, the temporary credits that were applied to the Customers account were reversed on July 20, 2024, July 22, 2024, July 25, 2024, September 5, 2024, September 6, 2024, September 9, 2024, September 10, 2024, September 11, 2024, September 27, 2024, and October 25, 2024. ******** sent the Customer an email detailing the dispute outcomes. ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22453466
  
  I am rejecting this response because: I did not make these charges! My Apple ID was compromised and I did not have access to it during the times that these transactions occurred. I didnt know they were being run up and never got notified by Goldman Sachs about improper use of the card. I didnt regain access to it until late in July when these charges were filed. I have relayed this message to NUMEROUS people at Goldman Sachs bank, and as of this past Saturday, my account had not been notated with this information. The amount of time, and the extreme effort which has been required to even get in touch with these people is completely unacceptable and a clear case of corporate corruption!! This is a case of multi-billion dollar business vs. a small customer. Its a corporate abuse of power and my appeals for help have fallen on deaf ears. When you look at these transactions its clear to see that they were not made by me. The first 40 transactions, all from the exact same merchant, went in my favor and were a clear admittance in the part of the bank that these charges were indeed fraudulent. it is not my responsibility to be sure that proper investigations take lace. I will never accept this type of corporate abuse of power! Those first transactions, which went in my favor, were the only ones investigated properly and then hundreds of transactions were just sent back in the favor of the merchant? This is a clear attempt to ignore my pleas for help. If I need to consider legal action then I will do so. I will not pay for someone elses digressions. This is exactly whats wrong in ***************** Big, rich, corporate entities have no regard for the common customer. I want my money back and will not rest until this is done. My concerns have been frivolously ignored for long enough. Give me back what was stolen from me!!

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