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:12/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My savings account with ******************** is locked. I bank online. I am into my 4th week trying to find a resolution. I have now asked that my account be closed and proceeds mailed to me. I have talked for hours to numerous reps and supervisors and the fraud rep to no avail. It appears that they are unable to verify me due to the fact that the phone number on my account is not in use(it fell in the toilet and I changed carriers and numbers). I have given them my account number, my balance as of 11/30/2023, my name, address, phone number, social security number. I need my money and one of the supervisors told me that she could mail a check to the address on file on the account. That was 2 weeks ago. Since then I have called and have to repeat myself ad nauseum. No one seems to know what is going on. The customer service sucks! I have filed a complaint with the **** and the ********************************* within the last week. I need my money now. How do I get it

  Business Response

  Date: 01/03/2024

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on December 27, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to accessing their ************** Account (***).
  On July 7, 2022, the Customer initiated an outgoing transfer request from their *** to a linked account. During the transfer processing review, the Bank identified security concerns regarding the linked account and sent a communication to the Customers verified e-mail address. Consequently, the Bank declined the transfer request and restricted the *** until the security concerns could be resolved.
  On December 5, 2023, 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 ****** but the Customer declined. On December 12, 2023, the Customer contacted the Bank requesting to close their ***. However, there was a delay closing the account.
  On January 3, 2023, the Bank attempted unsuccessfully multiple times to contact the Customer to assist with the closure of their account. The Bank requests the Customer to contact the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to assist with closing the ***. Due to the experience, the Bank will be providing the Customer with a credit to the account as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marcus just made handed over their personal loans to a company called SST Technologies. In doing so, all documents provided state no changes will be made to the terms and agreements set by Goldman Sachs. This has been found to not be true as I have made my monthly payment to Marcus prior to the switch and now that the switch has taken place, SST is telling me that I have to make another monthly payment for the same month I’ve already paid for as the payments I made to Marcus were only applied to principal. Nowhere in my documents does it state that. Marcus will not take any calls regarding this and SST has stated that “this is a mess”. There has been no resolution and this is by all means bad business on Goldman Sachs part.

  Business Response

  Date: 01/02/2024

  Marcus by Goldman Sachs, a brand
  of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint
  via the Better Business Bureau (“BBB”) Complaint Portal on December 26, 2023.
  The Bank appreciates the opportunity to address the issues raised by ******** ******
  (“the Customer”) related to their personal loan (the “Loan”) serviced by
  Systems & Services Technologies (“SST”).
  We acknowledge receipt of your Better
  Business Bureau complaint filed on December 26, 2023, regarding a Goldman Sachs
  account in your name.  Note that
  servicing for the account has been transferred to a new partner of ours –
  Systems & Services Technologies, Inc (SST), for servicing.  This transfer occurred on December 11, 2023. 
  Note that no part of your loan
  terms has changed – only the company that will be your point of contact.     
  We acknowledge that you contacted
  SST on December 20, 2023, requesting general account information, as well as
  next due date information.  We apologize
  if the information you received then was unclear – we are working with SST
  currently to ensure that the customer service agents are better able to resolve
  our customer’s issues. 
  We understand that you have since
  paid off the entirety of your Goldman Sachs loan on December 27, 2023.  Note you are due a refund of $270.40 due to
  an overpayment – SST is currently processing that refund, and you should be
  receiving it in short order.            
  Please contact us if you need
  anything further.  

• Initial Complaint

  Date:12/23/2023

  Type:Order 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 contract with Goldman Sachs Bank ***/APPLE. They did not provide me with the original contract as i requested.

  Business Response

  Date: 02/02/2024

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 2, ****. ******** appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to debt validation.
  ******** 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 May 28, 2020. 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.
  ******** sent the Customer the requested documents on January 31, ****, 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 $1,739.71 provided in the latest statement from May 2023.
  ******** is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Terms and Conditions by completing the application and opening the account. ******** is unable to remove the trade line or inquiry from the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21049748
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/21/2023

  Type:Product 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.

  My bank account is locked because of shortcomings in Marcus's identity verification system, and now I cannot access my money.I transferred $2000 money from marcus to my ***** fargo account on 12/18/2023. Everything went as planned without issues. Then I initiated a transfer of $100,000 on 12/20/2023. I received a voicemail and email to call their customer service. Office was closed by the time I received the message, so I called the first thing on 12/21/2023. The agent verified my identity by asking Name, SSN, DOB, secret word, and then transferred me to another department. Now this department wanted to send me a text message. Gave them the number I was calling from and she came back saying that number cannot be used. Gave the second number, and she came back with the same response. Gave the third number (which was the one listed on my account), and she said that cannot be used even though I did receive the code on that number. She was not willing to take the code.Called two more times on 12/21/2023, and both times they were not even willing to try sending me a code anymore. Filed a complaint in their system, and the outcome is they are sending me a form to fill and ******** and then send back to them to verify my identity. This is ridiculous. On Dec 18, Marcus was just fine sending $2000 from their bank to ***** fargo. Now suddenly on 12/20, they cannot transfer my money from marcus to the same ***** fargo account BECAUSE OF THEIR SYSTEM'S SHORTCOMINGS.

  Business Response

  Date: 12/28/2023

  BBB Response Dhami ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on December 22, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to accessing their ************** Account (***).
  On December 20, 2023, the Customer initiated an outgoing transfer request from their *** to a linked 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 *** until the security concerns could be resolved. The following day, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank requested an Affidavit of Identity ***** to resolve the security concerns.
  After further review, the Bank made an exception to resolve the security concerns without an **** On December 27, 2023, the Customer contacted the Bank regarding their account access and a Bank specialist assisted with resolving the security concerns by authenticating the Customer. Subsequently, the Bank specialist restored the Customers online access. Due to the experience, the Bank will be providing the Customer with a credit to the account as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly requests this complaint be closed.

  Customer Answer

  Date: 12/28/2023

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

  In the end, the bank was able to validate my identity without the notarized affidavit. Instead of trying to text on my outdated number, they actually called on my new number and validated my identify. They should have done that to start with and avoided this complaint and extreme frustration it created for me by ot having access to my funds. I highly recommend they should review their identity verification system and make it optimal balance between security and customer frustration.

  Thank you to BBB for addressing my complaint in a timely manner and forcing action from the bank to allow me access to my funds. If I would not have submitted the complaint, it would have taken additional 1-2 weeks to get access because I still have not received the form, they promised to send on 12/21/2023, to be notorized.
  

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

• Initial Complaint

  Date:12/19/2023

  Type:Product 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 had a HYSA with Marcus by Goldman Sachs for 3 years. The money I have been saving in the account was for a down payment on a mortgage.
  
  When it came time to close on the mortgage I initiated a wire transfer over the phone. I spoke with 10 representatives of the company who all assured me that the money would be delivered in 1-3 business days. Unfortunately 4 business days have passed and I still don’t have my money.
  No one I speak with on the phone was able to confirm that my money would be delivered. I eventually found out that the transfer had been cancelled and a new transfer would be initiated.
  
  The new transfer was not expedited in any way to make up for the mistake. The representatives can not give me any more information than “we will have to wait 1-3 business days before we can do anything else”.
  
  At this point there doesn’t seem to be any way for a customer of this bank to reliably access their money.
  
  We missed closing on our mortgage because of this issue, and there is no end in sight. Beware Marcus by Goldman Sachs.

  Business Response

  Date: 12/22/2023

  BBB
  Response *****
  ID
  ********
  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 December
  19, 2023, the Bank appreciates the opportunity to address the concerns raised
  by **** ***** (the “Customer”) related to a transfer from their Online Savings
  Account (“OSA”).  
  On
  December 14, 2023, the Customer contacted the Bank requesting an outgoing wire
  transfer from their OSA to a linked account. During the transfer processing
  review, the Bank identified security concerns with the transfer and attempted
  unsuccessfully to contact the Customer to resolve the security concerns. Subsequently,
  the Bank specialist restricted the account. Later that same day, the Customer contacted the Bank to resolve the
  security concerns. The Bank specialist conducted a three-way call with the Customer
  and external institution to verify ownership of the external account resolving
  the security concerns. In addition, the restrictions were removed from the
  account. 
  On December 18, 2023, the Bank identified additional
  security concerns with the original funding account and declined the transfer.
  Later that same day, the Bank conducted another three-way call with the Customer
  and original funding institution, successfully verifying ownership of the
  account. On December 19, 2023, the Customer contacted the Bank to re-initiate the
  wire transfer which the Bank successfully processed the same day.
  Due to the experience, the Bank will be providing the Customer
  with a credit to the account as a token of goodwill within the next five
  business days. 
  
  Based
  on the above details, the Bank kindly request this Complaint to be closed.
  
  

  Customer Answer

  Date: 12/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  It is unacceptable for a bank to be unable to complete a simple wire transfer in a reasonable number of business days.
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 01/05/2024

  BBB Response *****
  ID ********
  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 December 29, 2023, the Bank appreciates the opportunity to address additional concerns raised by **** ***** (the “Customer”) related to a transfer from their Online Savings Account (“OSA”).
  Per the Bank’s previous response, on December 14, 2023, the Customer contacted the Bank requesting an outgoing wire transfer from their OSA to a linked account. In accordance with the Bank’s Deposit Account Agreement (“DAA”), all transactions are subject to review. During the transfer processing review, the Bank identified security concerns with the transfer and attempted unsuccessfully to contact the Customer to resolve the security concerns. Subsequently, the Bank specialist restricted the account. Later that same day, the Customer contacted the Bank to resolve the security concerns. The Bank specialist conducted a three-way call with the Customer and external institution to verify ownership of the external account resolving the security concerns. Subsequently, the restrictions were removed from the account. On December 18, 2023, the Bank identified additional security concerns with the original funding account and declined the transfer. Later that same day, the Bank conducted another three-way call with the Customer and original funding institution, successfully verifying ownership of the account. On December 19, 2023, the Customer contacted the Bank to re-initiate the wire transfer which the Bank successfully processed the same day. 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: 01/09/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. Marcus by Goldman Sachs are a bunch of snakes and I'd rather be done dealing with them. 
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:12/18/2023

  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.

  Trying to get my new phone number and email to my profile. I have tried for 3 weeks, 70 hours and 35 people, I have there names if needed. They cut me off and will not call me back, they have locked my life savings ,, need help asap

  Business Response

  Date: 12/21/2023

  BBB Response *************
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on December 19, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************************** (the Customer) related to updating the profile information on their account.
  On November 29, 2023, the Customer contacted the Bank requesting to update their account information. On December 15, 2023, after further review, the Bank identified security concerns regarding the Customers identity and restricted the account. On December 18, 2023, the Customer contacted the Bank and a Bank specialist verified the Customer using alternate methods. Subsequently, the Customers online access was restored. The following day, the Customer contacted the Bank inquiring about the requested updates and a Bank specialist assisted with updating the information on the Customers profile.
  Due to the experience, the Bank will be providing a credit to the Customers account as a token of goodwill within the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 12/28/2023

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

  This as been resolved by Goldman Sachs to my satisfaction, thanks for helping
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a $24,000 loan out with Marcus for debt consolidation. I chose, on purpose, to use Marcus as they have a great reputation and technological resources. *** never missed a payment and my loan was set to mature July ****. I come to find out over email this month that my loan has been sold to SST which, as far as I can tell, a company run by scammers. SST has no reliable customer service, a dollar store website that charges you to $15 to make online payments, and no customer communications. This is a disgusting practice that a reputable bank like Marcus GS would sell my loan to a shady organization like SST. I did not sign a contract with SST, I signed a contract with Marcus. I cant even check my loan balance on SSTs website and I have no statements from them. Marcus didnt even have the courtesy to give me enough notice so I could have paid off my loan with them before being sold off to scammers. Disgusting. I want to pay off my loan with Marcus instead of having to deal with SST and I should have been given that opportunity.

  Business Response

  Date: 12/22/2023

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau (BBB) Complaint Portal on December 18, 2023. The Bank appreciates the opportunity to address the issues raised by *************************************** (the Customer) related to their personal loan (the Loan) serviced by ****************************************. (SST).
  The Bank transferred the servicing of the Loan to SST effective December 11, 2023. Goodbye emails were sent out to Customers on November 27,2023, November 28, 2023, and November 29,2023.
  In the Loan agreement, there is a provision allowing us to transfer the servicing rights to the Loan. The Bank takes our obligation to safeguard personal information related to loan accounts very seriously and is taking extreme measures to ensure a seamless transfer. The transfer of servicing does not affect the terms and conditions of the Loan agreement other than some administrative items, such as contact information.
  The Bank has been advised by SST the estimated payoff on the Signature Loan is $5,237.28, and the daily interest amount is $1.61. This payoff amount does not take into account any future payments made on the Loan before the loan payoff date requested. If set-up on Auto Pay, this payoff quote does not take into consideration any payments that are scheduled to be made by Auto Pay. To avoid overpaying or underpaying, we recommend contacting SST after any payment for a revised payoff amount.  
  Please contact SST at ************** if there are any questions regarding the Loan.
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marcus by Goldman Sachs transferred the servicing of a personal loan I held with them to an entity called *** without notifying me at all of the change in account servicing. As recently as 11/30/23, I received the monthly email from Marcus about the auto-payment to be deducted from my checking account on 12/16/23 - no indication that Marcus would not remain the company servicing the loan. That day, I logged onto Marcus, using that emails view statement icon, and ALL of my accounts information - past, present, future - had disappeared from the platform. It was not until 12/12/23 that I received a suspicious email from something called *** (whose website is simply: *********** dot com) claiming to have taken over servicing of my Marcus loan. I hesitantly filled out the information necessary to access the *** site, where I found there was also NO account history and no information beyond my name and banking information. When I clicked on payoff balance there was a warning that there was no validity to the balance shown, and that *** had no obligation to honor it. NO transaction or payment history; NO access to prior/current statements. I waited to see if, on 12/16/23, as Marcus had confirmed in its email, a payment was accepted. It has not been.Many laws are violated here:- Federal level, 12 CFR ******* of regulation Z of the Truth in Lending Act. - *** level, ** General Business Law Article 23. - CFPB: ******* and *******. Among other laws/statutes. This is egregious. A ****** search reveals hundreds of consumers in the same boat, blatantly illegal and predatory (based on lack of notification alone, made worse by lack of access to account info/history required by law).If not resolved, there WILL be a massive class action lawsuit, against Goldman Sachs, not *** (which appears to be a collections agency, not a loan servicing agency, but its hard to find much information about them at all, another red flag).

  Business Response

  Date: 12/27/2023

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau (BBB) Complaint Portal on December 18, 2023. The Bank appreciates the opportunity to address the issues raised by ******************* (the Customer) related to their personal loan (the Loan) serviced by ****************************************. (SST).
  The Bank transferred the servicing of the Loan to SST effective December 11, 2023. Goodbye emails were sent by the Bank to customers on November 27, 2023, November 28, 2023, and November 29,2023, which provided additional information regarding the transfer of servicing. SST sent welcome emails from December 11, 2023 through December 14, 2023, which included your new account information.
  The Bank takes our obligation to safeguard personal information related to loan accounts very seriously and has taken extreme measures to ensure a seamless transfer. In the Loan agreement,there is a provision allowing us to transfer the servicing rights to the Loan.The transfer of servicing does not affect the terms and conditions of the Loan agreement other than some administrative items, such as contact information.
  In the goodbye emails sent to the customer,it was stated that if the Customer was enrolled in Autopay at the time of the transfer, recurring payments would continue as expected.
  SST has confirmed that they received a payment from the Customer on December 16, 2023, in the amount of $232.56,through Autopay.
  Please contact SST at ************** if there are any questions regarding the Loan.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21025735
  
  I am rejecting this response because:

  The response does not even begin to address the very specific things brought up in my complaint  The sale of loans to SST has resulted in a complete inability to access any transaction history on EITHER platform, nor receive a payoff balance. In addition, Marcus has broken the law in the amount of notice, and type of notice, needed to be given for the servicer of a loan to change. Lastly, the company chosen was given account information before notifying us, and is using social security numbers and other personal information given to them by MARCUS for things like creating our new passwords on their site  

  The business response is not correct or honest in its depiction of the notice and dates of the notice. If it was, I would not have received a notification from Marcus (not SST) that was the same as always about my autopay amount reminder (which I received on November 30th, after they claim they notified about the change).

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

  Business Response

  Date: 01/05/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau (BBB) Complaint Portal on December 29, 2023.The Bank appreciates the opportunity to address the issues raised by ******************* (the Customer) related to their personal loan (the Loan) serviced by ****************************************. (***).
  The Bank transferred the servicing of the Loan to *** effective December 11, 2023. In the Loan agreement, there is a provision allowing us to transfer the servicing rights to the Loan.
  To access your account information,please go to ***s online system, ***************, using the *** Account number which has already been provided to you.  You may also call *** to receive a payoff quote. If you do not have this number, please contact ****************************************. at **************.   
  Upon review of the account, *** confirmed that the account is current as of today, and that the next payment is due January 16, ****, in the amount of $232.56.  
  Please contact us if you need anything further.  

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21025735
  
  I am rejecting this response because:

  Marcus is correct in stating that it had a legal right to reassign the loan servicing. However, they also have a legal obligation to ensure that the purchaser of that debt is trustworthy and reliable in maintaining personal information in a secure way that is accessible to the consumer. Marcus also had an obligation for proper notification on a required timeline prior to that assignment to ***. They did not provide this timely communication. 

  When I attempt to go to the website given for the *** portal, it is inaccessible because it is not a secure website. In addition, *** sends statements that require us as consumers to enter our SSN, which is against the law and is not secure. Marcus has erased all account histories from its platform, and *** lists NO transaction or account history from before December 2023. A consumer is required to be provided with access to the entire history of their loan, including all payments and transactions. It is the responsibility of Marcus as the loan originator to maintain this, and/or ensure that it is transferred and provided by ***. 

  Marcus is risking a large class action suit by attempting to dismiss complaints such as mine. There are thousands of threads online about this exact issue, and Marcus has done nothing but try to blame others. It is unacceptable for Goldman Sachs to participate in predatory and insecure loan reassignment and maintain no record and no responsibility for the security of consumer information. 

  This NEEDS a remedy or it will be escalated. 

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

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the executor of my father’s estate. He died in April. I requested that Marcus return the funds. After waiting 3 months and getting no response from Marcus as to why I have not received the funds, I sent a letter detailing all of my contacts with the company. I then received a call stating that the death certificate had the wrong date of birth but the correct social security number. I was told to send his birth certificate. After I sent the birth certificate, I called Marcus and was told that the check was in the mail. I didn’t get the check but instead Marcus called and told that I needed to send a revised death certificate. The lied about sending the check. I was told that a prepaid envelope was sent to me. No envelope was sent. I called again and was sold that the envelope would be sent today. So another lie I was also told that I will not get the money until next year. This is crazy.

  Business Response

  Date: 12/22/2023

  BBB Response *****
  ID ********
  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
  December 18, 2023. The Bank appreciates the opportunity to address the concerns
  raised by ***** *********** (the “Executor”) related to the payout for *****
  *****’s (the “Deceased Customer”) Online Savings Account (“OSA”).
  On
  July 24, 2023 the Executor contacted the Bank advising of the Deceased Customer’s
  passing. The Bank mailed the appropriate documentation to the Executor’s
  address to close the account which was later received by the Bank on August 7,
  2023. Unfortunately, due to inadvertent errors, there were delays in reviewing
  the documentation. After further review, the Bank identified discrepancies with
  the Deceased Customer’s information. On November 8, 2023 and December 6, 2023,
  the Bank contacted the Customer requesting additional documentation in order to
  resolve the concerns. Currently, the
  Bank is awaiting receipt of the requested documentation from the Executor.
  Based
  on the above details, the Bank kindly requests that this complaint to be closed.
  
  
  
  

  Customer Answer

  Date: 12/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is not true.    Marcus did request additional documentation, again. They said they would send me an envelope in which to send the documentation.  After a week, I called Marcus to ask when I would receive the envelope.  I was told that it was sent on December 12th.  I did not receive the envelope.  I called again on December 18.  The representative admitted that the letter and envelope had not been sent as the earlier representative claimed.  It would be sent overnight.   I did receive the return envelope and the letter dated December 11 and returned it to Marcus.    Clearly, someone sat on the letter and return envelope for one week.   The document was received by Marcus on December 20 at 10:14 AM.   I have not received the money.   I have called many times and Marcus has lied numerous times.   I was told that they never received the document.  Marcus, I have the tracking information to show otherwise.   Many promises that a supervisor would call me and expedite the matter.  Another lie.  Still waiting for a call.   When confronted with the tracking information, they said it would take days or a week to scan the document.   

  The problem with Marcus is that no one takes any accountability or even cares.    They will lie and make promises that they will not keep.   The estate lawyer knows about the behavior and his is shocked.  He believes that Marcus has acted in bad faith.   Every other financial institution and insurance company has returned my father's funds or paid the death benefit based on the same documents that were sent to Marcus months ago.   I am instructing my lawyer to address the matter with the court.   
  
  
  
  Sincerely,
  
  
  
  ***** ***** *****

  Business Response

  Date: 01/09/2024

  BBB Response *****
  ID ********
  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 January 2, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** *********** (the “Executor”) related to the payout for ***** *****’s (the “Deceased Customer”) Online Savings Account (“OSA”).
  Per the Bank’s previous response, on November 8, 2023 and December 6, 2023, the Bank contacted the Customer requesting additional documentation in order to resolve the concerns related to the Deceased Customer’s information. On December 22, 2023, the Bank received the requested forms from the Executor. After further review, the Bank approved the documentation, closed the OSA and mailed a check for the remaining balance to the Executor’s address on file. On January 8, 2024, the Bank contacted the Executor and confirmed the check was delivered successfully.
  Based on the above details, the Bank kindly requests that this complaint to be closed.

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want afterpay BLOCKED immediately from charging my card! They keep attmepting to charge my card and they were unauthorized to! I’ve changed my card number AND my card it LOCKED but they still keep trying to charge it! I have several disputes that against them for them refusing to refund me! And I’m even being ignored

  Business Response

  Date: 12/20/2023

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to Apple Card via the Better Business Bureau
  (“BBB”) Complaint Portal on December 14, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ****** **** (the “Customer”)
  related to transactions with Merchant Afterpay.
  The Bank conducted an investigation and confirmed no error
  occurred. The Customer authorized multiple recurring charges with the merchant
  Afterpay. The Bank participates in MasterCard’s Automatic Billing Updater. As a
  result, the Merchant was able to charge the new Card Number. The Bank is unable
  to block individual merchants from attempting transactions on the Apple Card or
  opt out of the MasterCard Billing Updater. The Customer is encouraged to
  contact the Merchant directly to request cancellation of recurring billing.
  The transaction disputes with the Merchant Afterpay for the
  amounts of $90.72 and $35.10 remain under investigation. The Bank expects
  completion within 2 billing-cycles from the date of receipt and no later than
  90 days from date of receipt. During the investigation, the account does not
  incur interest for the amount in dispute and the Customer is not responsible
  for repayment.
  The Bank attempted to contact the Customer on December 15,
  2023, and December 19, 2023, but was unsuccessful. The Bank is available by
  phone at ###-###-#### or by message from the Wallet app. The Bank is
  available 24 hours a day, 7 days a week.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 12/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they continue to call me during work hours as I work 7am to 11pm and we are NOT allowed to have our phones 

   

  as I told a rep before, email is the BEST way to contact me due to work hours and being short staffed at work
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 12/27/2023

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on December 21, 2023. The Bank appreciates the opportunity to address the
  concerns raised by ****** **** (the “Customer”) related to transactions with
  Merchant Afterpay and customer service.
  The Bank conducted an investigation and confirmed no error occurred. As
  provided in the Bank’s previous response, the Customer authorized multiple
  recurring charges with the merchant Afterpay. The Bank participates in
  MasterCard’s Automatic Billing Updater. As a result, the Merchant was able to
  charge the new Card Number. The Bank is unable to block individual merchants
  from attempting transactions on the Apple Card or opt out of the MasterCard
  Billing Updater. The Customer is responsible encouraged to contact the
  Merchant directly to request cancellation of recurring billing.
  
  The transaction disputes with the Merchant Afterpay for the amounts of $90.72
  and $35.10 remain under investigation. The Bank expects completion within 2
  billing-cycles from the date of receipt and no later than 90 days from date
  of receipt. During the investigation, the account does not incur interest for
  the amount in dispute and the Customer is not responsible for repayment.
  
  The Bank attempted to contact the Customer on December 15, 2023, and December
  19, 2023, but was unsuccessful. The Bank is unable to accommodate the
  callback time requested by the Customer. The Customer is encouraged to
  contact the Bank directly when convenient. The Bank is available by phone at
  ###-###-#### or by message from the Wallet app. The Bank is available 24
  hours a day, 7 days a week.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 12/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did contact them directly, I even submitted PROOF the items were returned and they still said “we need proof from the companies” which AGAIN I gave them! 
  

  one product never showed up, eBay said “well it’s delivered so you got it” no actually I DIDNT receive the product because they delivered it elsewhere! There is ABSOLUTELY no delivery on my mothers cameras for that time of “delivery” before or after that 
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 01/05/2024

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to Apple Card via the Better Business Bureau
  (“BBB”) Complaint Portal on January 5, 2024. The Bank appreciates the
  opportunity to address the concerns raised by ****** **** (the “Customer”)
  related to transactions with Merchant Afterpay.
  
  The Bank conducted an investigation and confirmed no error
  occurred. As provided in the Bank’s previous response, the Customer authorized
  multiple recurring charges with the merchant Afterpay. The Bank participates in
  MasterCard’s Automatic Billing Updater. As a result, the Merchant was able to
  charge the new Card Number. The Bank is unable to block individual merchants
  from attempting transactions on the Apple Card or opt out of the MasterCard
  Billing Updater. The Customer is encouraged to contact the Merchant directly to
  request cancellation of recurring billing.
  
  The transaction dispute with the Merchant Afterpay for the
  amount of $90.72 remains under investigation. The Bank expects completion
  within 2 billing-cycles from the date of receipt and no later than 90 days from
  date of receipt. During the investigation, the account does not incur interest
  for the amount in dispute and the Customer is not responsible for repayment.
  The Bank received the Customer’s evidence provided on January 3, 2023.
  The Customer initially disputed the transaction of $35.10
  with Afterpay on November 25, 2023. The Bank 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 Customer. As a
  result, the temporary credit that was applied to the Customer’s account was
  made permanent on December 26, 2023. The Bank sent the Customer an email
  detailing the dispute outcome.
  
  The Bank was unable to locate a transaction dispute with the
  Merchant Ebay as referenced in the complaint narrative.
  
  The Customer is encouraged to contact the Bank directly to
  address any further questions related to transactions disputes. The Bank is
  unable to accommodate the callback time of before 7AM or after 11PM as
  requested by the Customer. The Bank is available by phone at ###-###-#### or
  by message from the Wallet app. The Bank is available 24 hours a day, 7 days a
  week.
  
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 01/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: never ONCE said to called me between 7am to 11pm. I said to EMAIL me! I have attempted the wallet app and get told to “call”. I have a job, I can’t stop everything to call
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 01/23/2024

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to Apple Card via the Better Business Bureau
  (“BBB”) Complaint Portal on January 16, 2024. The Bank appreciates the
  opportunity to address the concerns raised by ****** **** (the “Customer”)
  related to transactions with the merchant Afterpay and customer service.
  
  The Bank conducted an investigation and confirmed no error
  occurred. As provided in the Bank’s previous response, the Customer authorized
  multiple recurring charges with the merchant Afterpay. The Bank participates in
  MasterCard’s Automatic Billing Updater. As a result, the merchant was able to
  charge the new Card Number. The Bank is unable to block individual merchants
  from attempting transactions on the Apple Card or opt out of the MasterCard
  Billing Updater. The Customer may contact the merchant directly to request
  cancellation of recurring billing.
  
  The Customer initially disputed the transaction of $35.10
  with Afterpay on November 25, 2023. The Bank 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 Customer. As a
  result, the temporary credit applied to the Customer’s account was made
  permanent on December 26, 2023. The Bank sent the Customer an email detailing
  the dispute outcome.
  
  The Customer disputed the transaction of $90.72 with
  Afterpay on December 3, 2023. The Bank 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 Customer. Due
  to a system error, the Bank was unable to process the dispute resolution in
  favor of the Customer. As a result, the dispute was resolved in favor of the
  merchant on January 19, 2024, and the transaction was rebilled to the account.
  The Bank sent the Customer an email detailing the dispute outcome. The Bank
  provided a permanent credit of $90.72 on January 19, 2024, for the dispute
  resolution in the Customer’s favor.
  
  As of January 19, 2024, all transaction disputes raised by
  the Customer have been resolved. The Bank is unable to communicate via email as
  requested. The Bank attempted to contact the Customer on January 19, 2023, but
  was unsuccessful. The Customer is encouraged to contact the Bank directly if
  any further transaction disputes are needed, or with questions relating to the
  outcome of previous disputes. The Bank is available by phone at ###-###-####
  or by message from the Wallet app. The Bank is available 24 hours a day, 7 days
  a week.
  
  Based on the above details, the Bank kindly requests for this
  complaint to be closed.