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.

close

Find a Location

Marcus by Goldman Sachs has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/19/2024

  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.

  WE ARE TRYING TO CLOSE OUR MARCUS.COM ACCOUNT AND GET OUR FUNDS (approx. $101,000) TRANSFERRED TO OUR REGULAR BANK ACCOUNT AT ************** but have been stonewalled for a month! PLEASE HELP.Here is a detailed account of our experience with Marcus.com:Opened a marcus.com account with initial deposit on 10/6/22 ($100,000)Attempted first withdrawal in mid-May 2024 (the week of May 13) Multiple emails and frustrating phone calls were required before the transfer happened on 5/22/24 via ACH transfer to our ************** checking account, received by the latter on 5/23/24.Attempted second withdrawal ($9,000) in mid-June (on or around June 13, 2024). Again I got a call from marcus.com asking that I call them (both calls on June 14). After the verification of identity (last four of SSN, birthdate, secret word, old address with nearby cross street), I asked why these calls were necessary, and described the multiple frustrating phone calls that were required to get the $6K in May, and getting no satisfactory reply from the marcus.com representative I requested that she cancel my request to transfer the $9,000 and instead close the account which she said she would do.I noticed later in June that Id received no email from them indicating that my account was being closed, and so suspected that nothing was being done. I logged on to our account and saw that there was no indication that the account was being closed. I called them on 6/19/24, and on this call (or possibly the 6/14/24 call) they said they would have to send me an "affidavit of Identity" form for me to fill out and that the form had to be sent via regular mail. When we returned after planned travel (7/3/24) there was no form in the mail, and we still have not received it as of 7/19/24.We have had additional calls on the following dates: 7/8/24 (two calls), 7/9/24, 7/16/24 (two calls), and 7/17/24 to no effect. I now know (Reddit) that others have had this experience. PLEASE HELP!

  Business Response

  Date: 07/26/2024

  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 July 19, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to accessing their ************** Accounts (OSA).
  According to Bank records, on May 19, 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 transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the Customers **** On May 21, 2024, the Customer contacted the Bank regarding their account access.Unfortunately,  a Bank specialist erroneously restored the Customers OSA access without resolving all security concerns related to the transfer.
  
  On June 14, 2024, the Customer initiated another outgoing transfer from their ****However, the Bank identified additional security concerns regarding the transfer, attempted unsuccessfully to contact the Customer and declined the transfer. On June 19, 2024, the Customer contacted the Bank regarding their account access, but the Bank could not successfully authenticate the Customer. On July 8, 2024, the Customer contacted the Bank to close their OSA and transfer the funds to the external account. Unfortunately, due to an inadvertent error,there was a delay in processing the closure of the account.   On July 24, 2024,  the Bank contacted the Customer to close their account and transfer the funds to an external account. ****************** has successfully processed the transfer and is in the process of closing the ****
  Based on the above details, the Bank kindly requests that this complaint to be closed.

• Initial Complaint

  Date:07/18/2024

  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 purchased online order using Apple card by Goldman Sachs. i disputed the charge because i tried to return the item but the merchant provided an address in *****, to return would cost more than the item itself. The merchant would not reply to me so i disputed with this credit card to get my money back. they sided with the merchant and charged me back for the item after i sent the ** all the info, screenshots - merchants return policy showed free with 2 weeks but did not show on the website it would have to go back to *****! the cost more than the item. Goldman did not notify me of the reverse. i would like the $59.90 back

  Business Response

  Date: 07/25/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 18, 2024. ******** appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to a transaction dispute with the Merchant SP Deflorance in the amount of $59.90.
  ******** conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on April 20, 2024. ******** applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the Merchant because the Customer remains in possession of the merchandise, and has not provided proof of return. As a result, the temporary credit that was applied to the Customers account was reversed on June 27, 2024. ******** sent the Customer an email detailing the dispute outcome.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/16/2024

  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.

  Ive been transferring funds from my personal bank on the phone with cash to this Apple Card. Theres a difference in credit limit and Balance but yet showing zero dollars for available credit. I reached out three different times via phone today which sent me to a disconnected number (but is now working) asking for a statement to see where my cash is going. Shes telling me theres no available statement until July 31 other than whats on phone and that itll be 3 more days before The hold Is lifted. Ive been transferring cash here and there to the card with no problems and now they are holding cash with no recourse or documentation. When I asked for the funds to be reversed so I can stop using this card she said thats not possible at this time. This is cash we are talking about and completely wrong of them to hold cash deposits period. Release my cash as available credit or send me my money back!

  Business Response

  Date: 07/23/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 17, 2024. ******** appreciates the opportunity to address the concerns raised by ****************** (the Customer) related to a payment hold.
  ******** conducted an investigation and confirmed no error occurred. The amount of time it takes for payments made from a bank account to reflect in the available credit can vary based on the payment amount and account history. The Customer should continue making payments on time, over time faster updates should be experienced. The Apple Card Customer Agreement states after receiving a payment, the Bank can immediately increase the available credit, or delay increasing the available credit on the account for a period of time. The Customer can check the status of the available credit by going to the Apple Wallet, online at card.apple.com, or by contacting the Bank. The Customers payment in the amount of $200.00 made on July 14, 2024, was released and reflects in available credit as of July 17, 2024.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service 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 submitted a funds transfer from Marcus to *************** on July 9, 2024 to close on a home purchase. I completed the transaction on the phone with a Marcus representative who said it would take 1-3 business days. On July 10, 2024, Marcus locked my account and said a verification team would need to authenticate my identity and the transfer. They said it would take 3-10 business days, putting me past my signing deadline. No one has contacted me since, and I have called multiple times to expedite the process, but Marcus representatives themselves cannot reach the verification team. Due to Marcus' miscommunication and incompetence, I may not be able to close on the property. I am looking for ways to reach someone accountable at Marcus, and I hope BBB could help. Ideally, I would need to reach someone at Marcus by July 16, 2024, if I were to close on my home on time, but any contact past this date would still help.

  Business Response

  Date: 07/23/2024

  BBB Response Tong
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced
  complaint via the Better Business Bureau Complaint Portal on July 16, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ******************************* (the Customer)
  related to accessing funds in their ************** Account (OSA).
  On July 9, 2024, the Customer contacted the Bank to request an outgoing transfer from their OSA to a
  linked account. During the transfer processing review, the Bank identified security concerns regarding
  the Customers identity, declined the transfer, and restricted the **** Later that same day, the Customer
  contacted the Bank regarding their account access, however, the Bank specialist could not successfully
  authenticate the Customer and the security concerns remained.
  After further review of the Customers account, on July 16, 2024, the Bank contacted the Customer to
  address the security concerns. The Bank specialist assisted in resolving the security concerns by verifying
  the Customer using alternate methods. Subsequently, the Bank specialist removed the restrictions from
  the Customers account and assisted the Customer submitting an outgoing wire transfer, which the Bank
  successfully processed.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/26/2024

   
  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.

  Thank you to BBB for coordinating this conversation. It made a difference. I almost lost my house because Marcus could not process the bank transfer. I'm glad this issue was resolved.
  

  For the record, Marcus had a defective authentication process. Marcus relied only on phone numbers to authenticate clients but deemed a portion of numbers unusable for authentication. This created a closed loop where the Marcus call center could not authenticate clients at all.
  

  I am aware that Marcus is currently selling a part of their business and may be understaffed. I hope they address this systematic issue in the future.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/15/2024

  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 been trying daily for over a week now (on a daily basis) to transfer my banking funds for a high dollar property closing from Marcus to my personal banking checking account, which they have on file. I have spent 5 hours now on the phone with their service - both agents and supervisors to attempt this basic wire transfer of funds which it has been reversed now 4 times with no reason given as to why. Each call , the reassure me it is in que to be done, only to discover on my own the following day, it was reversed and/or never completed - resulting in a further delay. There is only 1 number to contact them and all they do is a scripted apology and set the process up all over again, Now I am at risk of losing my property and paying fines on a contract due to funds not properly transferred. I still, a week later do not have access to my own funds, or even a tracer or tracking number of the wire transfer - which in all my years of banking have never heard of such a thing. They are holding my funds hostage without due cause and have now created a contract issue due to the refusal to transfer my own funds or give any reason why. I will also be filing with the bureau of financial regulations.

• Initial Complaint

  Date:07/12/2024

  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.

  After about a week of having a savings account with ******************** by GS, my account was suddenly locked. Many attempts at logging into the app to check and manage my account were stopped by a screen saying my account was locked, and that I had to call to unlock. When I called, I was asked to go through a verification process by sending an SMS to my phone, but no! Since the name for my phone number doesnt match the name on my account, they cant send it (Im on a family plan). I have called many times since then, and this awful company wont give me access to my own money despite giving them my date of birth, social security number, and secret phrase. What else do they want? They are illegally holding onto my money.

  Business Response

  Date: 07/19/2024

  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 July 12, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ********* (the "Customer") related to accessing their ************** Account (***).
  On July 9, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customers identity, and restricted the *** until the security concerns could be resolved. Later that same day, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank mailed an Affidavit of Identity to the Customer to resolve the security concerns.
  The Bank is currently awaiting to receive the completed documentation from the Customer.
  Based on the above details, the Bank kindly requests that this complaint to be closed.

• Initial Complaint

  Date:07/12/2024

  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.

  Got locked out of my Goldman Sachs Marcus account aswell, getting the runaround, can't verify my identity..., needing the send in an affidavit... to closing the account and funds transferred... to hearing the next day that they didn't close it and did not wire the funds.... Nightmare! Yes, me like all the others also need my funds and GM is just blocking me in every way to get to my money. At this point I just want MY money transferred to my regular bank account, GM account closed and never ever hear from them again.

  Business Response

  Date: 07/18/2024

  BBB Response Peemoeller
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on July 12, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer)related to accessing their ************** Account (OSA).
  On January 3, 2024, the Customer initiated an outgoing transfer request from their OSA to an external account.During the transfer processing review, the Bank identified security concerns regarding the Customers external account and restricted the ****
  On July 8, 2024 and July 9, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank requested the Customer to complete an Affidavit of Identity ****** On July 11, 2024, the Customer contacted the Bank requesting to close their OSA instead of completing the **** A Bank specialist assisted the Customer with initiating the account closure by transferring funds to a linked account; however, unfortunately, due to agent error, the Bank did not process the closure as requested.  
  After further review, on July 17, 2024,the Bank contacted the Customer and a Bank specialist assisted the Customer with re-initiating the closure of their account which the Bank successfully processed later that same day.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/12/2024

  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.

  On July 3, 2024, I requested a transfer from my Marcus savings account to another account with a local credit union. The transfer initially seemed to go through but was reversed the next day. No information was provided to me by email, text, or in the online account as to why it was reversed, so I assumed that it was because I hadn't used the receiving account before. I had recently turned off my direct deposit to Marcus, so decided to wait until my next pay day, July 12, to confirm no final direct deposit was made, then transfer the balance to an account I had used with Marcus before. When I went to do that, that transfer was blocked. I was told to call a number to proceed. When I called, I was told the initial transfer had been reversed because funds hadn't been in the account long enough. No reason was given for the account being locked or why no communication had been provided to me about it. The customer service representative was not as helpful as she could have been while working to get the hold reversed, so I deided to just close the account, because the hassle wasn't worth it. I was passed to another acct. rep to close the account, but he wasn't able to initiate the *** transfer. We discovered the previous rep, who had stayed quietly on the line, chose not to take the hold off the account. She said she couldn't because I had asked for closure, which doesn't make any sense, as it complicated the closure. The end result is that I can't close the account or access my money. Marcus still has my money and, according to the last rep I spoke with, it will be days before someone can review "my case" to close my account. Looking at the complaints filed on BBB in recent days, it does seem that Marcus does everything it possibly can to delay providing customers with their money for as long as possible. I hope I can close this account and get my money soon, but it seems likely this will drag on. I DO NOT RECOMMEND this company to anyone.

  Business Response

  Date: 07/18/2024

  BBB Response ******
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau on July 13, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* the Customer related to accessing their funds within their ************** Account (OSA).
  On July 3, 2024, the Customer initiated an outgoing transfer request from their OSA to an external account to be completed on July 3, 2024. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Subsequently, the Bank declined the transfer and restricted the Customers OSA.
  [HC[1] On July 12, 2024, the Customer contacted the Bank requesting to close their OSA and a Bank specialist assisted the Customer with initiating the account closure by transferring funds to the original funding account. However, due to inadvertent errors, the Bank experienced a delay in processing the Customers request. On July 16, 2024, the Bank successfully closed the Customers OSA with funds transferring to the original funding account.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
   [HC[1]Customer chatted in and was advised to call the contact center. I-********

  Customer Answer

  Date: 07/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, while they did finally close my account, their recount of the events is false.  It shouldn't be allowed to stand.  At no point did they try to contact me when they locked my account - not by email, phone, or mail.  This is still a problem for future consumers.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/11/2024

  Type:Sales and Advertising 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 7/9/24 I transfered $80,000 out of my marcus account into my personal checking to be used as a down payment on our house. On 7/11 I realized the funds did not transfer, went into my marcus account and saw my account was locked and I had to call to unlock the account.After spending many hours on hold with different representatives they said they could not verify my identity and they were sending me a Affidavit of Identity via mail. As you can imagine, this is a huge deal considering we need those funds in our account for closing on 7/15. We were told It was a social security number issue however the *** they had is the correct number. I answered all of their verifications, had a code sent to my wifes phone and they still would not verify us.So now, if we somehow do not get this money into our checking account by monday we will lose the house. We are extremely frustrated we do not have access to our money and even more frustrated that we see on here other people have had this issue resolved by a different form of identification. I would not recommend leaving your money with this company and will leave a bad review anywhere we can.

  Business Response

  Date: 07/18/2024

  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 July 12, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer)related to accessing their ************** Account (***).
  On July 9, 2024, the Customer initiated an outgoing transfer request from their *** to a linked account. During the transfer processing review, the Bank identified security concerns with the Customers identity, declined the transfer, and restricted the *** until the security concerns could be resolved.
  On July 11, 2024 and July 12, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the Customer to complete on July 12, 2024. The Bank is currently waiting to receive the completed documentation back from the Customer.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21977793
  
  I am rejecting this response because: my account still has not been reviewed and I sent back my affidavit of Identity on 7/18/2024. There is no accountability for this business and they are simply neglecting to review my document to unlock my account. My account has been locked for over a month now, this is disgusting and unacceptable to keep people from their OWN money for this long.

  -***********************

  Business Response

  Date: 08/19/2024

  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 August 12, 2024. The Bank appreciates the opportunity to address the additional concerns raised by *********************** (the "Customer) related to accessing their ************** Account (OSA).
  Per the Banks previous response, on July 11, 2024 and July 12, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the Customer to complete which the Bank later received back on August 2, 2024.
  After further review, on August 12, 2024, the Bank approved the received documentation resolving the security concerns and restored the Customers online banking access.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/11/2024

  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 APPLE CARD - GS BANK USA, I do not have a with APPLE CARD - GS BANK USA, they did not provide me with original contract as requested.

  Business Response

  Date: 07/18/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 11, 2024. ******** appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to an Apple Card opened without authorization.
  ******** conducted an investigation and confirmed no Bank error occurred. Based on the Banks investigation, the Bank determined the Customer is liable for the account. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on June 27, 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. ******** is obligated to report accurately to *************************** and is unable to update the Customers credit reporting. ******** is unable to remove the inquiry or trade line from the Customers credit report. ******** sent the Customer the requested documents on July 18, 2024 validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 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 $4,273.52 provided in the latest statement from July 1, 2023.
  Based on the above details, the Bank kindly requests for this complaint to be closed.