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:09/12/2024

  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.

  Without any notifications, I am unable to transfer my own money out. I tried calling for hours and not only the agents sounded extremely unprofessional, they said they would call me back and ***** did. After giving up on transferring, i decided to just close my account. They also wouldnt let me and agents sound like they dont know what theyre doing.. I just want to close the account and receive my money back

  Business Response

  Date: 09/20/2024

  BBB Response Qi
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on September 13, 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 Customer contacted the Bank,requested to update personal information on their account, and the Bank specialist submitted a request on the Customers behalf. Upon review of the request, the Bank identified security concerns regarding the Customers identity and restricted the *** until the security concerns could be resolved.
  On September 11, 2024 and September 12, 2024, the Customer contacted the Bank to request a transfer, but the security concerns remained. On September 18, 2024, the **** attempted unsuccessfully to contact the Customer to assist with account closure. The Bank requests the Customer to contact the Bank toll-free at ************** ****************), Monday to Friday, 8 am - 10 pm, or 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.

• Initial Complaint

  Date:09/12/2024

  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.

  I noticed there was a charge on my account for $6.30 or some amount low amount close to that. I called in to the GM card Marcus by Goldman Sachs on either the 7th or the 8th of September and wanted to know about this charge and what it was for and the person on the phone told me that no one was there that could tell me about the charge. I decided not to pay the charge or the fees on my card until somebody could tell me about them and why they were there so I decided to call back later in the week. I then call back on the 11th and on the 10th I had a late fee of $36.64 added to my account more interest of $5.51 added to my account and all I would have had to do was pay the dollar $1.79 but whoever was on the phone couldn't give me the information. This all stems from somebody at the company switching my information from mailed statements are getting statements in the mail to opting me in for paperless billing.. this company is being very untruthful about the way that they handle business they are switching paperwork on me when I don't want to go paperless and they are not giving me all of my account information when I request it. I have had problems with these come this company before and late fees and everything else that shouldn't have gotten charged because they hadn't sent me the bill in the mail and this is now another time that they are doing it. And unfortunately I talked to apparently somebody that claims they were a manager on the phone and they couldn't take care of the late fees of $36.64 and the interest fee of $5.51 that got added on the 10th 2 days at least two days after I called to find out why my card had a $6.30 charge to it. I also wanted to pay the entire bill that day but it doesn't instill a ton of confidence in someone when who they are talking to from a credit card company can't tell you your account information.

  Business Response

  Date: 09/19/2024

  Goldman Sachs Bank USA (the “Bank”) received
  the above-referenced complaint related to GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on September 12, 2024. The Bank appreciates the
  opportunity to address the concerns raised by Kent Cramer (the “Customer”)
  related to transactions, statements, late fees, interest, and customer service.
  
  The Bank conducted an investigation and confirmed no error occurred. The Bank
  was unable to locate any transactions in the amount of $6.30. The account was
  assessed an interest charge of $7.64 on July 10, 2024. As a result, the account
  reflected a minimum due of $7.64 due by August 7, 2024. The Bank did not
  receive a payment to satisfy the minimum due by August 7, 2024, until September
  12, 2024. As a result, interest charges of $1.79 and $5.51 and late fees of
  $7.64 and $36.64 were applied on August 10, 2024, and September 10, 2024. As a
  courtesy, the Bank refunded $5.51 in interest to the account on September 11,
  2024. Additionally, the Bank backdated the payment made on September 12, 2024,
  in the amount of $218.99, to August 6, 2024. As a result, the Bank reimbursed
  the Customer in the amount of $36.64, and $7.64. The Bank confirmed the account
  was reported current with no negative remarks to the credit reporting agencies
  as of the most recent furnishing on September 16, 2024.
  
  The Customer contacted the Bank on September 8, 2024, requesting account
  information. Due to the delinquent status of the account at this time, the
  Customer needed to be directed to the Bank’s Collections department for further
  assistance. However, the department in question was closed at the time of
  contact. The Customer was provided with the department’s contact information
  and advised to contact back during business hours. The Bank conducted a review
  of interactions and was unable to locate any record of misinformation provided
  by a Bank representative. The Bank apologizes that your
  experience was less than satisfactory. The Bank
  regrets the frustrations the Customer has experienced.
  
  The Bank confirmed the Customer agreed to GM Card electronic communication
  agreement and successfully changed the delivery preference for statements to
  electronic on May 3, 2024. As a result, statements from May through September
  2024 were only delivered to the Customer electronically. The Bank has
  successfully changed the delivery preference for statements to paper as of September 2024. The Bank will now send statements to address
  on file for the Customer.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 09/19/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22277200, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Kent Cramer

• Initial Complaint

  Date:09/12/2024

  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 missed a call from Marcus at 9:17 AM on Sep. 12, 2024. I called back at 9:47 AM the same day, and the call lasted for 10 minutes. I failed to wait for a specialist to talk to me. Later, I decided to use the online chat function and was informed there was a hold on my account. Due to security reasons, I had to call them to resolve that hold.
  
  Hence, I called again at 12:09 PM the same day. After waiting 25+ minutes, I got to talk to a specialist. After providing them with my name, birthday, social security, and password, their system could not verify my phone number, so they asked me some weird questions and told me they could not verify my identity. They asked me to call back in 3-7 business days, but I could not bear another waiting to connect with them, so I insisted on talking to a supervisor. After waiting another 20+ minutes, I connected to a supervisor specialist. That supervisor told me they could not verify my identity and had to open a case for my situation. Another team will review it and find an ultimate solution, but they cannot estimate how long it will take. The case number opened is 801075988936, and the only way to track my case is to call them again.
  
  Ultimately, this call lasted 1 hour and 4 minutes, and my initial request -- removing the hold on my account -- was not resolved. Moreover, new issues popped up: they could not verify my phone number and account. I have never encountered such a situation with other banks, and I am disappointed by the quality of services and feel insecure and unsettled about continuing banking with Marcus.
  
  I am complaining:
  1. their disorganization and extensive waiting time while seeking to connect with a specialist,
  2. the specialists' non-responsiveness and carelessness when addressing customers' demands, and
  3. non-transparency in solving customer's cases and security verification process.
  
  I demand Marcus to:
  1. remove that hold on my account,
  2. return the balance, and
  3. close my account.

  Business Response

  Date: 09/19/2024

  BBB Response Lyu
  ID 22277034
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau Complaint Portal on September 12, 2024. The Bank appreciates the opportunity to address the additional concerns raised by Jiuru Lyu (the “Customer”) related to accessing their Online Savings Account (“OSA”).
  On September 11, 2024, the Bank received a withdrawal request from the Customer’s OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank restricted the Customer’s OSA until the security concerns could be resolved. On September 12, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained.
  On September 19, 2024, the Bank contacted the Customer to assist with account closure with transferring funds to a linked account as requested. The same day, the Bank processed the account closure.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 09/20/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22277034, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jiuru Lyu

• Initial Complaint

  Date:09/11/2024

  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 a savings account at Marcus ending in 33910. Last Friday (9/6/24) I went to transfer $50k from my account to another one of my accounts. Marcus cancelled the transfer without reason and without letting me know. The funds were then held in limbo for several days before being redeposited into my Marcus account. At that time I tried to close the account and transfer all of the funds to my external account and Marcus refused to close my account and placed a hold on my account. They cannot tell me why a hold is on my account, just that they have placed a hold on my account and are unable to close my account or wire me my funds.

  Business Response

  Date: 09/18/2024

  BBB Response
  Rood
  ID: 22271210
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Better Business Bureau Complaint Portal on September
  11, 2024. The Bank appreciates the opportunity to address the concerns raised
  by Amelia Rood (the “Customer”) related to their Online Savings Account
  (“OSA”).
  On
  September 6, 2024, the Customer initiated an outgoing transfer from their OSA
  to an account. During the transfer processing review, the Bank identified
  security concerns regarding the transfer and attempted unsuccessfully to
  contact the Customer. Consequently, the Bank declined the transfer and restricted
  the OSA until the security concerns could be resolved.
  On
  September 9, 2024, the Customer contacted the Bank regarding the declined
  transfer. A Bank specialist assisted in resolving security concerns by advising
  the Customer that the funds needed to be transferred to the original funding
  accounts. However, the Bank specialist did not advise on the appropriate amount
  of funds that needed to be transferred to the respective funding account.
  Consequently, the Customer initiated multiple outgoing transfer requests from
  their OSA that the Bank declined. On September 11, 2024, a Bank specialist
  advised the Customer on the appropriate amount of funds that can be transferred
  to the respective funding account.
  On
  September 12, 2024, and September 13, 2024, the Bank successfully processed the
  Customer’s request to transfer funds to the respective funding accounts.
  On
  September 17, 2024, the Bank attempted unsuccessfully to contact the Customer
  to assist in closing their account. Should the Customer wish to proceed with
  the closure of their OSA, the Bank can be contacted toll-free at 1-855-730-SAVE
  (1- 855-730-7283), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am
  - 7 pm ET for further assistance.
  Based on
  the above details, we kindly request this complaint be closed.
  

  Customer Answer

  Date: 09/19/2024

   
  
  Complaint: 22271210
  
  
  
  I am rejecting this response because: The bank never advised me on the appropriate amounts of money to transfer to my accounts. Had I not figured that out on my own, they would probably still have my money. In fact, my fiduciary and I wasted almost 4 hours of our time over 2 days arguing with extremely unhelpful people asking them to clarify exactly what we needed to do to get my money back from this bank and they would not make it clear.  They would “fully authorize and initiate” multiple wire transfers, knowing that the money would never leave my account. This bank will do anything to hold onto your money and not give it back. I’m not talking about $100 either, closer to $100k. Read their reviews everywhere. It’s a game, they do NOT like to give money back. Don’t listen to that watered down response they gave me which lacks a lot of the important details. You have been warned. BTW, calling me while I am walking to a meeting and telling me when I answer the phone I have to be verified is NOT me failing to respond. It’s me answering and saying I am working. You NEVER called back as you said you would. I can’t believe Goldman Sachs puts their name on this. You are a disgrace to banking. 
  

  Do not get sucked in by one of their codes for an extra boost in % rate for three months.  It’s how they get you in.  You get in, you can’t get out.  
  
  
  
  Sincerely,
  
  
  
  Amelia Rood

• Initial Complaint

  Date:09/10/2024

  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.

  I did a transfer from Marcus to my Bank of America account on September 3rd, and they locked my account for no reason, called them nearly 5 times in the past week and they just kept telling me they will call me back in one business day, which never happened! I have a house closing upcoming on September 30th hence I really need my funds back from Marcus, please help me.

  Business Response

  Date: 09/18/2024

  BBB
  Response Zheng
  ID
  22268449
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Better Business Bureau Complaint Portal on
  September 11, 2024.  The Bank appreciates
  the opportunity to address the concerns raised by Lingfang Zheng (the
  “Customer”) related to accessing funds in their Online Savings Account (“OSA”).
  On
  September 3, 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 attempted unsuccessfully to
  contact the Customer. Consequently, the Bank declined the transfer and restricted
  the Customer’s OSA until the security concerns could be resolved.
  Between
  September 5 and September 11, 2024, the Customer contacted the Bank multiple
  times to resolve the security concerns; however, the Bank could not
  successfully authenticate the Customer and the security concerns remained.
  On
  September 12, 2024, the Customer contacted the Bank regarding their OSA access
  and a Bank specialist successfully authenticated the Customer. Subsequently,
  the Bank specialist removed the restrictions and assisted the Customer with
  initiating an outgoing transfer from their OSA to an external account. That
  same day, a Bank specialist erroneously identified security concerns with the
  transfer, restricted the OSA and declined the transfer.
  On
  September 13, 2024, the Customer contacted the Bank and a Bank specialist verified
  the Customer using alternate methods to resolve the security concerns.
  Subsequently, the Bank specialist removed the restrictions from the Customer’s OSA
  and assisted with the transfer request, which the Bank processed.
  Due to
  the experience, the Bank provided the Customer with 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: 09/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22268449, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lingfang Zheng

• Initial Complaint

  Date:09/10/2024

  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 signed up for a marcus high yield savings account because it had a great interest rate. As soon as I tried to transfer my funds to my checking balance at Chase, Marcus placed a “temporary lock” on my account and it says I need to call to have access to unlock my account. I’ve been on a call with multiple people and no one can give me a straight answer on how to fix this issue. I keep being told someone will call me but they can’t give me any information on when who or what even after answering a million security questions. I am calling and receiving no answers. I will never be banking with this bank ever again. Never have I ever had such an experience with trying to receive my funds back from a bank before. This is crazy.

  Business Response

  Date: 09/18/2024

  BBB
  Response Garces
  ID 22267864
  Marcus by
  Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Better Business Bureau Complaint Portal on
  September 11, 2024. The Bank appreciates the opportunity to address the
  concerns raised by Dailenis Garces (the "Customer”) related to accessing
  their Online Savings Account (“OSA”).
  On
  September 9, 2024, the Customer initiated an outgoing transfer request from
  their OSA to a linked account. During the transfer processing review, the Bank
  identified security concerns, declined the transaction, and restricted the account.
  The following day, the Customer contacted the Bank regarding their account
  access, but the security concerns remained.
  On
  September 16, 2024, the Bank contacted the Customer to address the security
  concerns and a Bank specialist assisted with verifying the Customer’s identity.
  In addition, the Bank specialist advised the Customer that the funds can be sent
  to the original funding account. During the same call, the Customer then
  requested an outgoing transfer request from their OSA to the original funding
  account and the Bank processed the transaction the following day. Due to the
  experience, the Bank has provided the Customer with 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: 09/19/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22267864, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Dailenis Garces

• Initial Complaint

  Date:09/10/2024

  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.

  Good afternoon,
  Over the last 100 days, someone at Goldman Sachs Bank USA changed the billing of my credit card from mailing a letter to online.
  This was admitted to me by a representative when I called and asked where my bill was over a month ago.
  That representative assured me that she would mail me the missing bill, the current bill, and change my billing status back to by mail as it has been for 20 years.
  She also assured me that there would be NO late fees because they made the billing change without my knowledge.
  The bills arrived, without return addressed envelopes, and I paid the exact amount of the charges.
  Today, 9-10-2024, I received my current statement and the amount due on the front page does NOT match the amount charged or the amount listed on the charges page.
  At around 5pm Eastern Time on 9-10-2024, I called the toll free number and was unfortunately connected to Nadya who had NO interest in assisting me or adding up the charges listed. Nadya would NOT tell me what her position was even after I asked 3 times. Nadya was rude, loud, was very difficult to understand while she insulted and threatened me, and is a terrible representative of their company.
  Are customers frustrated when their bills have issues for 3 months in a row? Yes.
  Are customer service representatives trained to handle the frustration? Apparently not.
  Have I been in face to face customer service for over 40 years? Yes.
  These representatives are rude because they are hiding behind a telephone.
  They and their company wouldn't accept this terribly low level of customer service from a teenager in a fast food restaurant's drive thru.
  My bill needs corrected again by a professional who clearly speaks English, who will add up the actual charges, and who appreciates a 20 year customer
  Thank you

  Business Response

  Date: 09/17/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to GM Card via the Better Business Bureau (“BBB”) Complaint Portal on
  September 10, 2024. The Bank appreciates the opportunity to address the
  concerns raised by Nicholas Dibucci (the “Customer”) related to statements
  and customer service.
  
  The Bank conducted an investigation and confirmed inadvertent communication
  errors occurred. The Customer contacted the Bank on September 10, 2024, and
  was not provided with an accurate billing explanation. The Customer also
  contacted the Bank on August 5, 2024, and was provided inaccurate information
  relating to the statement delivery preferences, interest, and fees. The Bank
  regrets the frustrations the Customer experienced and acknowledges the
  feedback provided.
  
  The Bank confirmed the Customer agreed to GM Card electronic communication
  agreement and successfully changed the delivery preference for statements to
  electronic on June 30, 2024. As a result, the account statements were
  delivered electronically from July to August 2024. The Bank has successfully
  changed the delivery preference for statements back to paper. The Bank will
  now send statements to the address on
  file for the Customer. The Bank contacted the Customer on September 11, 2024,
  and provided a billing explanation. The Bank confirmed that the statement
  balances shown are correct and accurate. As a courtesy, the Bank credited
  interest charges of $12.86 and $6.48 back to the account on September 11,
  2024, and September 12, 2024. The Bank also previously credited a late fee of
  $29.00 back to the account on August 5, 2024. The Bank is unable to provide
  further compensation.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:09/10/2024

  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 dispute the inaccuracies of the closed accounts listed on credit report. After reviewing my credit report the information regarding this closed account is inaccurate and should be removed. The company failed to send a 1099c form from the IRS, the cancellation of debt form was not received. Under FCRA 15 U.S.C. §§ 1681e(b) this company violated, and the agencies are required "to follow reasonable procedures to assure maximum possible accuracy. I reached out to the CFPB and the company closed the dispute stating the did not chargeoff my account and I do not need a 1099c, however I have shown proof attaching my credit report showing they have charge off this account. And refuses to follow the law and abide by the law to provide me with a 1099c.

  Business Response

  Date: 09/17/2024

  Goldman Sachs Bank USA (the “Bank”) received
  the above-referenced complaint related to the Apple Card via the Better
  Business Bureau (“BBB”) Complaint Portal on September 10, 2024. The Bank
  appreciates the opportunity to address the concerns raised by Akitress Smith
  (the “Customer”) related to credit reporting for the Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened an Apple Card and
  consented to the Apple Card Customer Agreement on December 10, 2020. As stated
  in the Apple Card Customer Agreement, the Bank may report information about the
  account to the Credit Reporting Agencies, which includes but is not limited to
  Late Payments, Missed Payments, or other defaults on the account.
  The account was charged off on September 30, 2023, as a result of the Customer
  failing to make a payment to satisfy the amount due by March 31, 2023. The Bank
  confirmed the account was reported accurately to the Credit Reporting Agencies.
  The Bank is obligated to report accurately to Credit Reporting Agencies and is
  unable to update or remove the account from the Customer’s credit reporting.
  The Bank has not cancelled the debt and an IRS form 1099-C has not been issued
  for this account. The Customer is responsible for the balance on the account in
  the amount of $4,277.71 provided in the latest statement from September 30,
  2023.
  The Bank conducted a review and was unable to locate any record of
  misinformation provided to the Customer related to the information reported to
  the credit reporting agencies.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 09/17/2024

   
  
  Complaint: 22250043
  
  
  
  I am rejecting this response because: The company has failed to provide the 1099C form per law when an account is closed charged off that may the account that is canceled by the IRS which the company Goldman Sachs filed to eliminate the debt on their end which results in a 1099C form which they are failing to provide. I have not disputed the account with them. I am disputing the fact that they refused to give me a 1099C form if an account is charged off that means a 1099C form is available to me and supposed to be provided to me by the law I will be reaching out to the attorney general office to file a lawsuit because the company is refusing to give me a 1099C 
  
  
  
  Sincerely,
  
  
  
  Akitress Smith

• Initial Complaint

  Date:09/09/2024

  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.

  Two fraudulent transactions were discovered on my recently deceased husband's account where on 2/2/24 there was $5,000 total transferred into a new Marcus savings account.
  Marcus was notified on 2/6 and the account was locked.
  On 3/9 I received a letter dated 2/29 stating the research had been completed and the account was closed as of 2/15. But there was no mention of what happened to the $5,000.
  After several calls to find out about the money, there has been no resolution and Marcus has been evasive and not forthcoming with any information on the matter.
  Most recently on 9/9/24 I spent over 2 hours on the phone to find out where this money is and how to get it returned. I spent most of that time on hold, was transferred around and spoke with 5 different people. With each person I was starting from scratch and had to go through the same user validation questions and explain things again. One department had no idea what the other department had done, and nobody knew who could get me answers about when I would be able to get this money returned. The last person I spoke to said this was still being evaluated by some department that had nobody I could speak to.
  For 7 months Marcus has held onto $5000 which they know was fraudulently xferred from my checking account. And still Marcus cannot or will not tell me when they will return this money.
  I'd like several things:
  1- Return of the $5,000, WITH INTEREST
  2- Full report on why it has taken 7 months for Marcus to evaluate this
  3- Procedural changes so that a user who calls in does not have to get validated and start all over every time they talk to someone new, and gets prioritized when transferred so they don't have to wait on hold AGAIN - a warm handoff.
  4- A sincere apology to a recent widow for how you treated me and how difficult and frustrating your company has made this ordeal. Your bank has made me cry almost ever time I called.

  Business Response

  Date: 09/17/2024

  BBB Response Gorny
  ID 22262440
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced
  complaint via the Better Business Bureau Complaint Portal on September 10, 2024. The Bank
  appreciates the opportunity to address the concerns raised by Carol Gorny (the “Executor”) related to
  the unauthorized opening and funding of an Online Savings Account (“OSA”) in the name of Robert
  Gorny (the “Deceased Customer”).
  On February 2, 2024, an individual opened and funded an OSA utilizing the Deceased Customer’s
  information. On February 6, 2024, the Bank was notified of an unauthorized transfer from the Deceased
  Customer’s external account to the OSA and opened an investigation into the concerns raised. On
  February 29, 2024, the Bank completed its investigation and closed the unauthorized OSA.
  Unfortunately, the Bank experienced a delay in returning the funds to the account.
  On September 12, 2024, the Bank reopened the account with funds credited to the OSA including the
  appropriate interest. The Bank is currently in the process of sending the funds via check to the
  Executor’s address on file.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/09/2024

  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.

  In February I closed my Apple card and account with Goldman Sachs Banking after a payment of $1,146.78 was remitted. The account was to show a zero balance and paid. Since then Goldman Sachs has been reporting a negative balance to all 3 Credit Bureaus as of Feb 26, 2024. Due to this negative impact I have been able to finish the purchasing of a refinance of my home. I was told it would be resolved in 7-10 days with a letter mailed to address. As of which neither have been completed.

  Business Response

  Date: 09/16/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on September 9, 2024. The Bank appreciates the opportunity to address the
  concerns raised by Derek Abel (the “Customer”) related to credit reporting
  for the Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened an Apple Card and
  consented to the Apple Card Customer Agreement on March 23, 2022 for the
  account ending in 6822. As stated in the Apple Card Customer Agreement, the
  Bank may report information about the account to the Credit Reporting
  Agencies, which includes but is not limited to Late Payments, Missed
  Payments, or other defaults on the account. The account was charged off on
  January 31, 2024, as a result of the Customer failing to make a payment to
  satisfy the amount due by July 31, 2023. As a result, the Bank reported the
  account past due to the Credit Reporting Agencies. The Customer contacted the
  Bank as of February 23, 2024, to enroll in a Recovery Payment Plan. The
  Customer agreed to settle the account for a one-time payment in the amount of
  $1,146.78 to resolve the account.  The Customer was sent an email
  detailing the terms of the payment agreement. The Customer paid the account
  in full as of February 26, 2024, in the amount of $1,146.78. The Customer was
  sent an email on March 4, 2024, to confirm the account will be reported as
  paid in full for less than the full balance to the credit bureaus.
  The Bank confirmed the account was reported accurately to the Credit
  Reporting Agencies. However, during the investigation the Bank confirmed
  Transunion and Experian were not reflecting the Apple Card tradeline
  accurately. The Bank submitted a request to Transunion and Experian to
  reinstate the tradeline on the Customer’s credit report. The Customer should
  allow up to 30 days for the updates to reflect on their credit report. The
  Bank is obligated to report accurately to Credit Reporting Agencies and are
  unable to update the Customer’s credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 09/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22259447, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Derek Abel