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:10/21/2024

  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 saving account at ******************** and they suddenly closed my account last week. It was open for couple weeks and I put all money in there. Now I do not have access to my own money and they did not provide me with any information or warning. All my money is stuck in there and I have no access to my own money. They said it may take up to 45 businesss days, but I need my money right now.

  Business Response

  Date: 10/28/2024

  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 21, 2024. The Bank appreciates the opportunity to address the concerns raised by ********* ***** (the "Customer) related to accessing their ************** Account (OSA).
  On October 16, 2024, the Bank conducted an account maintenance review and identified security concern regarding the Customers profile. Subsequently, the Bank  restricted the Customers OSA. Due to the ongoing security concerns, the **** made a business decision to close the account.
  On October 18, 2024,the Customer contacted the Bank regarding their account access and a Bank specialist informed the Customer of the Banks decision. On October 23, 2024,the Customer contacted the Bank and a Bank specialist assisted the Customer with initiating the accounts closure by transferring funds back to the original funding account. Later that same day, the Bank successfully processed the account closure.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/18/2024

  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.

  Accidentally overpaid my credit card back on 7/7/2024 and they wont refund my money. I want it put back into my checking account where the money originated from

  Business Response

  Date: 10/25/2024

  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 19, 2024. ******** appreciates the opportunity to address the concerns raised by ***** ********* (the Customer) related to a credit balance refund request.
  ******** conducted an investigation and confirmed no error occurred. A credit balance was created on the account in July 2024, due to overpayment of the account. The Customer contacted the Bank on August 28, 2024, October 2, 2024, and October 10, 2024, to request a credit balance refund. The **** initially denied the requests for a credit balance refund due to fraud concerns relating to the request and payments received. ******** conducted an additional investigation in response to the Customers complaint and all fraud concerns were cleared. As a result, the Bank issued a credit balance refund via check in the amount of $21,841.83 on August 23, 2024. ******** regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for years. I have always had the same linked bank accounts. I transferred in funds from my checking account because of interest. Once it arrived I realized my other savings account has a higher interest rate. So logically I initiate a transfer there. Then Marcus calls me and confirms it was me just saying its for security. They tell me to call back in order to reinitiate. I call them back and transfer. Later the same day they call me again, cancelling my transfer. Saying I can only transfer to my other account. I tell them I need to send funds to my highest interest bearing account. I ask when I can transfer and they have no answer whatsoever. Not any time frame. Marcus will lock up your money. They lie and insinuate customers for years a criminals. The customer service was extremely rude in specific ***** from ************ Not to mention incredibly unprepared to have a conversation with a client.I want a reimbursement for my time value of money. Mininum 0.25% on all funds stuck in limbo from these cancelled transfers. You have directly caused financial loss to a client.

  Business Response

  Date: 10/24/2024

  BBB Response Brown
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on October 17, 2024. The Bank appreciates the opportunity to address the additional concerns raised by *********** ***** (the Customer) related to accessing funds in their ************** Account (OSA).
  On October 11, 2024, the Customer initiated an outgoing transfer from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the account and contacted the Customer. During the call, the Bank advised funds need to return to the funding account and the Customer stated they will contact the Bank at a later time to close their OSA.
  On October 17, 2024, the Customer initiated an outgoing transfer from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the account, attempted unsuccessfully to contact the Customer, and restricted the *** until the security concerns could be resolved. Later that same day, the Customer contacted the Bank and the Bank specialist advised the Customer the funds needed to return to the funding account. Subsequently, the Customer requested to close the *** and the Bank advised the Customer to wait until the funds reversed back to the **** which occurred the next day.
  On October 21, 2024, the Bank attempted unsuccessfully to contact the Customer to address the security concerns and to assist with OSA closure as the Customer requested. The Bank requests the Customer call the Bank toll-free at ************** ***************), Monday to Friday, 8 am 10 pm, Saturday to Sunday, 9 am 7 pm ET for further assistance.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22437779
  
  I am rejecting this response because: Not good enough. Customer is always right.
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:10/17/2024

  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.

  On October 17, Marcus by Goldman Sacks refused to do a wire transfer from our account to our escrow account to close on our house for October 18. We initiated a wire transfer to our *** account twice and both times it failed. We then were told to add my information to the Marcus account and that it would work to have the wire sent to my account. That also failed based on quick money as being the reason. We were reassured it would work. Calling back, they told us we would only be able to do an ACH transfer now. This has completely ruined our moving plans for this weekend and prevents us from moving on or original closing date. The customer service is so poor and nothing has been done to mediate or resolve this issue. In total, we spent over three hours and made six phone calls to Marcus with no resolution, wrong answers and further issues. Upon requesting to speak to a manager, they denied that they had a manager.

  Business Response

  Date: 10/23/2024

  BBB Response Padanyi
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on October 17, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the "Customer) related to accessing funds in their ************** Account (OSA).
  On October 17, 2024, the Customer contacted the Bank to initiate a wire transfer from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the account,attempted unsuccessfully to contact the Customer, reversed the transfer, and restricted the *** until the security concerns could be resolved.
  Later that same day, the Customer contacted the Bank regarding the transfer and a Bank Specialist advised the Customer that funds must be sent to the original funding account. As an alternative, the Bank specialist assisted the Customer with a different outgoing transfer to an external account,which successfully processed the same day.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/16/2024

  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 need help resolving a fraudulent savings account opened at ********************** and to date have been unsuccessful.I am a victim of Identity theft. An account used for fraudulent loan funds remittance was opened at used to fund a fraudulent loan.I notified Marcus by Goldman Sachs and was told the account was being closed due to the fraud. I have been working with the fraudulent loan company to dispute the loan made in January 2024. Up to the point of the fraudulent loan, I had no knowledge of the account at ********************** and the first statement I received was in March 2024. Apparently, the account was opened in October 2020. Police report and identity theft reports were filed immediately and have been provided to ************************* order to clear the fraudulent loan, they need a letter stating the Marcus account is fraudulent. I have no idea why Marcus will not provide confirmation that a fraudulent account was opened in my name despite numerous requests and phone calls.

  Business Response

  Date: 10/23/2024

  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 16, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the Consumer) related to the unauthorized opening of an ************** Account (***).
  On October 17, 2020, an individual opened an *** with the Consumers information. On January 17, 2024, an individual initiated an incoming transfer from an external account to the **** On March 4, 2024, the Consumer contacted the Bank to inform the Bank specialist that the *** was opened without the proper authorization and requested information regarding the **** A Bank specialist opened an investigation into the Consumers concerns and provided the Consumer with the documentation needed to release information used during the *** application process.
  After further review, on March 14, 2024, the Bank completed its investigation and closed the unauthorized **** The Bank mailed a closure letter to the Consumers address on file on March 15, 2024, and again on October 18, 2024.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/16/2024

  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.

  This company allowed a fraud to be perpetrated and an account to be setup in my name using my personal information - including my social security number. I called and reported it on 8/19/24. I also setup a police report. I was told by Goldman Sachs (along with the police officer that called) that we were to mail a letter with a copy of the police report and we would receive information on the fraud that was perpetrated against me so I could properly have the police investigate and ensure that I was safe and my credit was secure and that the person who did this was properly prosecuted. Goldman Sachs has continued to refuse to provide any information to myself or the police, despite following their instructions. A fraudulent account is still active in my name and they are allowing it to continue and aren't providing any information to me or to the police. What sort of bank operates this way?

  Business Response

  Date: 10/23/2024

  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 16, 2024. The Bank appreciates the opportunity to address the concerns raised by **** ******-****** (the Consumer) related to an unauthorized account application.
  On August 19, 2024, an individual submitted an application utilizing the Consumers information. Later that same day, the Consumer contacted the Bank to inform of the unauthorized application and the Bank opened an investigation into the Consumers concerns. In addition, the Bank specialist informed the Consumer of the proper documentation needed to release information pertaining to the submitted application.
  On September 18, 2024, the Bank completed the investigation and declined the application due to security concerns. The Bank can confirm that an account was not opened in the Consumers name.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/15/2024

  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 not liable for this debt with ***** CARD - ***********. I do not have a contract with the collection trying to collect and report this information to my credit report. Nor have they provided the original contract as requested.

  Business Response

  Date: 10/22/2024

  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 15, 2024. ******** appreciates the opportunity to address the concerns raised by ***** ******** (the Customer) related to validation of the debt owed for the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on February 17, 2021. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The account was charged off on April 30, 2023, as a result of the Customer failing to make a payment to satisfy the amount due by October 31, 2022. The bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for Bureau Reporting reminders to the email address on file for the customer. The **** confirmed the account was reported accurately to the **************************** ******** is obligated to report accurately to *************************** and is unable to update the Customers credit reporting or remove the tradeline from the Customers credit report.
  ******** sent the Customer the requested documents on October 21, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and a full statement history showing records of transactions and payments to validate the balance and the debt owed. ******** is the original creditor and is not a debt collector. The Customer is responsible for the balance on the account in the amount of $10,454.17 provided in the latest statement from April 30, 2023.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/15/2024

  Type:Customer Service 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 not liable for this debt with Goldman Sachs Bank USA. I do not have a contract with Goldman Sachs Bank USA, they did not provide me with the original contract requested.

  Business Response

  Date: 10/22/2024

  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 15, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** ******** (the Customer)related to validation of the debt owed for the **************************** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on April 25, 2022. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments,Missed Payments, or other defaults on the account. The account was charged off due to non-payment on February 28, 2023. The Bank sent the Customer the requested documents validating the Customer's debt, including a copy of the Apple Card Customer Agreement and six months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $4,617.64 provided in the latest statement from February 28, 2023. The **** confirmed the account was reported accurately to the ************************** The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/14/2024

  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.

  Misconduct, Rudeness, and Inappropriate Action by Marcus by Goldman Sachs Complainant Information:- ******** **** - ************************************************************************* - ********** - ******************* Summary:I am writing to express my extreme dissatisfaction and outrage with the misconduct, rudeness, and inappropriate action taken by Marcus by Goldman Sachs regarding my savings account. Despite my efforts to cooperate, Marcus has unjustly frozen my account, denied me access to my funds, and left me with significant financial hardships.Background:On October 2024, Marcus froze my account citing the need to verify my Wise banking account. I attempted to facilitate a three-way call with *********, but their policies prohibited participation. Marcus then requested a bank statement from Wise, which I provided and delivered 3 days ago. However, when I called Marcus this morning, the representative was extremely rude, arrogant, and condescending. Without justification, she locked me out of my account, denying me access to my credit and savings funds.Issues:1. Unjust account freeze without sufficient verification.2. Rude and unprofessional customer service.3. Unwarranted account lockout, denying access to funds.4. Failure to provide timely resolution or alternative solutions.5. Resulting financial hardships: late fees, disconnection fees, and inability to purchase essential necessities like food.Relief Sought:1. Unfreezing my account and restoring access to funds.2. Compensation for late fees, disconnection fees, and other financial hardships incurred.3. Formal apology and acknowledgement of Marcus's misconduct.4. Review and revision of Marcus's verification processes to prevent similar ************ I am currently unable to access my funds, I face imminent financial consequences, including further late fees, disconnections, and inability to meet essential expenses. I urge the BBB to expedite this complaint and ensure Marcus takes prompt corrective action.

  Business Response

  Date: 10/21/2024

  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 14, 2024. The Bank appreciates the opportunity to address the concerns raised by ******** **** (the Customer) related to accessing their ************** Account (OSA)
  On October 1, 2024, the Bank conducted an account maintenance review and identified security concerns regarding the Customers external account. Subsequently, the Bank attempted to contact the Customer to address the security concerns, but the attempt had been unsuccessful. Consequently, the Bank restricted the *** until the security concerns could be resolved.
  After further review of the Customers profile, the Bank determined that a Bank specialist erroneously identified the security concerns affiliated with the external account. On October 16, 2024, the Customer contacted the Bank regarding their account access and a Bank specialist verified the Customer using alternate methods. Subsequently, the Bank restored the Customers online banking access. Due to the experience, the Bank has provided a credit to the account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/22/2024

   
  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:10/12/2024

  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.

  I have a macus Goldman Sachs credit card. There was an emergency situation with my daughter so I gave her my card to use to escape the situation and use for what she needed while doing that. She was traveling with someone that we thought was helping her but he ended up stealing the card and using it on his own. I disputed the charges but after they reviewed it they reinstated the charges because they decided he was authorized to use it. He wasn't authorized by me or my daughter. At the bottom of all the emails they sent it said if you want documentation of why this decision was made to call them. I called and was on the phone and transfered multiple times. They all told me they have no documentation to send all they can do is resend the same emails I got. They told me the people who make those decisions are third party. I told her i need their contact information and she told me she doesnt have it or know who they are.I want documention because I will probably end up getting a lawyer over it even though this will actually lose me money and I will probably end up disputing more charges that I hadn't in the first place that this guy charged and I need to know why the decision was made that he was authorized. So after I got nowhere with the person on the phone she said if you don't need help with anything I'm going to go and hung up. All I need is the documentation they have Soni can decide whether I am going to pursue further legal action.

  Business Response

  Date: 10/18/2024

  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 12, 2024. The Bank appreciates the opportunity to address the
  concerns raised by ***** ***** (the “Customer”) related to 13 transaction
  disputes with various Merchants in the total amount of $ $496.12.
  The Bank conducted an investigation and confirmed an inadvertent processing
  error occurred. The Customer initially disputed the 13 transactions on June
  3, 2024, and August 4, 2024. The Bank applied temporary credits while the
  disputes were investigated. Based on the internal investigation, the Bank
  resolved 4 of the disputes in favor of the Customer. As a result, the
  temporary credits in the total amount of $218.41 was made permanent on June
  3, 2024, and June 6, 2024. The Bank sent the Customer an email detailing the
  dispute outcome.
  Due to a processing error, the remaining 9 disputes in the total amount of
  $277.71 were resolved incorrectly in favor of the Merchants. As a result, the
  temporary credits were reversed from the Customer’s account October 7, 2024.
  The Bank sent the Customer an email detailing the dispute outcomes.
  The disputes were reopened on October 17, 2024, and the Bank applied
  temporary credits while the disputes were investigated. The disputes were
  resolved in the Customer’s favor because the Bank confirmed the transactions
  were made from an unauthorized source. As a result, the temporary credits
  were made permanent on October 17, 2024. The Bank sent the Customer an email
  detailing the dispute outcomes. No Merchant evidence was received for the
  disputes. As a result, the Bank is unable to provide the Customer with
  documentation. The Bank regrets the frustrations the Customer has experienced.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 10/21/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is only slightly satisfactory. Yes, they did refund the disputed charges and explain why they had originally reversed the refund they had provided, but it doesn't explain why all the emails they send about the charges end by saying... if you would like the documentation on why this decision was made to contact them. But apparently no one at Goldman Sach/Marcus customer service has any access to any documentation about why the decisions were made, so I don't understand why that is in their emails and so that is what I have a problem with. They are a financial institution you should be able to get documentation on anything you need, especially when it's something they are saying they will provide documentation for.  So yes, they explained why the decision was made here in their response, but that was after me spending hours on the phone, multiple times, talking to at least 6 different people if not more asking for the documentation their email say they have and no one could provide that. 
  
  
  
  Sincerely,
  
  
  
  ***** *****