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 1978 Cranberry Twp, PA 16066-0978

• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  

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:12/21/2023

  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.

  Apple Goldman Sachs Bank draw fraudulent transaction from my Citizens debit card account on 11/1/2023, which I reported to the thievery next day. Instead of initiating their own investigation - they advised me to dispute it with my debit bank instead. So I did and citizens Bank froze my debit card account. In response, Apple Goldman Sachs Bank immidiately posted a negative remarks to all 3 credit agenda d ruined.y credit score!! I called them again on 12/9/23 and they finally agreed to initiate their internal case to allow.w to dispute these fraudulent activities posted by Apple GS bank. Ref # **************. Though when I called them today to check on dispute status - I was informed that they made a decision that the account balance is valid and that I'm responsible for it. I immediately requested for any statements or detailed explanation of what this balance is about or at least for a basis under this decision.... And I was told that they don't have anything like this available for me.

  Business Response

  Date: 12/28/2023

  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 “Consumer”)
  related to an Apple Card opened without authorization, payments, and Consumer
  service.
  
  The Bank conducted an investigation and confirmed no error
  occurred. The Bank was unable to locate any record of contact from the Consumer
  on or around November 2, 2023. The Consumer contacted the Bank on December 9,
  2023, to report that the account opened without authorization. The Bank
  successfully closed the account as confirmed ID Theft on December 19, 2023. The
  Bank submitted a request to have the inquiry and trade line removed from the
  Consumer’s credit profile on December 19, 2023. The Consumer should allow up to
  30 days for the change to reflect on the credit profile. The Consumer is not
  responsible for the account or the balance.
  
  The Consumer is encouraged to dispute any unauthorized
  payment activity with the financial institution from which the payments were
  drawn. The Bank is unable to issue payment refunds.
  
  The Consumer contacted the Bank on December 21, 2023. Due to
  an inadvertent communication error, a Bank representative incorrectly advised
  that the Consumer is liable for the account. The Bank regrets the frustrations
  the Consumer experienced.
  
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 12/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1) even though GS bank acknowledged an error on their side and assuring that they removed the Apple account from my credit bureaus - I'm not seeing this went into effect yet with all 3 credit agencies.

  2) I just to point out that it's not true that I didn't contact them on 11/2/23 - I did. They deny it because they made another "error" by advising me to dispute it with my debit card instead of opening an investigation case then and there as I requested them! It took another month for them to ruin my credit history and me threatening to sue them so that they finally agree to open an investigation case and accept my dispute OFFICIALLY.

  3) Them telling that it was a "communication error" telling me on 12/19 that I'm liable is making me want to puke ??. It's not a communication error, it's a straight lie, manipulation and abuse of the consumer rights. And if I never initiated complaints with BBB, Attorney general and consumer bureau - they would never do a ******** to admit they screwed it right and left.

  So I want the consumers to be aware of this dishonest behavior.

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

  Business Response

  Date: 01/04/2024

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to Apple Card via the Better Business Bureau
  (“BBB”) Complaint Portal on December 28, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ***** ********** (the “Consumer”)
  related to an account opened without authorization and customer service.
  
  As provided in the Bank’s previous response, the Bank
  conducted an investigation. and confirmed no error occurred. The Consumer
  contacted the Bank on December 9, 2023, to report that the account opened without
  authorization. The Bank successfully closed the account as confirmed ID Theft
  on December 19, 2023. The Bank submitted a request to have the inquiry and
  trade line removed from the Consumer’s credit profile on December 19, 2023. The
  Consumer should allow up to 30 days for the change to reflect on the credit
  profile. The Consumer is not responsible for the account or the balance.
  
  The Bank conducted an additional review and was unable to
  locate any record of contact from the Consumer on or around November 2, 2023.
  
  The Consumer contacted the Bank on December 21, 2023. Due to
  an inadvertent communication error, a Bank representative incorrectly advised
  that the Consumer is liable for the account. The Bank regrets the frustrations
  the Consumer experienced.
  
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 01/04/2024

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

• Initial Complaint

  Date: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:12/17/2023

  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 canceled my credit card with this company on December 13, 2022. They STILL don't have it canceled, and won't cancel it. CANCEL MY CARD IMMEDIATELY!

  Business Response

  Date: 12/21/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 18, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Customer)related to a ** Card account closure.
  The Bank conducted an investigation and confirmed the account was impacted by a technology error. The Bank confirmed the account was closed on December 12, 2022. An email regarding Auto Pay was sent to the Customer on October 17, 2023, November 17, 2023, and December 17, 2023. The Customers Auto Pay was deleted on December 17, 2023, and the Customer should not receive any further communications regarding the Auto Pay. The Bank attempted to contact the Customer on December 18, 2023, and December 20, 2023,but was unsuccessful. The Bank regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:12/16/2023

  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.

  We have a issue of fraud from Marcus-Golden Sachs. The Bank is telling us that I (*****************************) have a debt of $17,800 + from a loan that I supposedly applied for last year. The first time we were aware of this loan is when ******* ***************** contacted us several months ago and demanded payment. Since then I have had 4 phone conversations with ******* asking for documentation proof or verification of the loan. We have not had any information/documentation from Marcus-Golden or ******* sent to us upon two requests for that information. The second request was today 12-14-23. Upon my conversation with *********************** of ******* Lawyers today he said our request was denied by Marcus-Golden Sachs to drop the lien. In my opinion Marcus-Golden Sachs is committing fraud. We are not aware of ANY loan from Golden Sachs regarding Credit Card, HELOC, or any other form of credit. We submitted a ************** Police report to help us document the fraud to Golden Sachs.What would be a fair resolution to this issue?Since fraud was used in obtaining this supposed loan. We request the Loan Application, supporting documentation, loan documentation and any Proof that the loan was taken out in my name from Marcus-Golden Sachs. We DID NOT take out this loan or any other loan from this Bank. We request Golden Sachs remove us from the liability of this fraudulent Loan.

  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 17, 2023. ******** appreciates the opportunity to address the issues raised by *************************** (the Customer) related to their personal loan (the Loan) that is being serviced by ***************************************. (SST) and ******* & Associates (*******).
  Please be advised, ******** transferred the Loan to SST on December 11, 2023. ******** has communicated the Customers concerns to SST and ******* and confirmed there was no error in the handling of the account. 
  ******* confirmed that a Validation of Debt was sent to the customer on November 11, 2023. ******* confirmed that this was the only request made by the Customer. 
  SST has investigated the fraud claim and confirmed that the Customer remains liable for the Loan.
  To better assist SST in this investigation,please send the following:
  Copy of a Police Report.
  Completed Affidavit of Fraud the Customer may visit IdentityTheft.gov to complete the form and print a copy to send SST the following address:
  ****************************************.
  PO Box ****
  ***************, ** **********
  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: 12/29/2023

   
  Complaint: 21015168
  
  I am rejecting this response because: FRAUD, I never applied for a loan though Marcus-Goldman Sachs. We have asked for proper documentation, Loan Application/Documents, Loan Documentation/Verification and any other information regarding the fraud. We have asked twice via phone conversation with ****************** of ******* PC Collections and Marcus Goldman Sachs for any and all documentation regarding the fraudulent loan. We sent two requests via email to **************** and ****************** of ******* the last one on December 22, 2023. I (*****) sent (December 26, 2023) ******* PC a registered mail letter including the *************************, request for any and all information/documentation/evidence/verification of the fraudulent loan. I have NOT RECEIVED any information/verification/documentation from Goldman Sachs or ******* PC at this time. 

  I am a disabled VET on a very fixed income and I feel being a elderly person that Goldman Sachs/******* PC is abusing me and trying to take advantage of me regarding this fraud claim.

  I have contacted the **************, BBB, FTC, CBI, CO ************************ CFPB and reported to them the FRAUD.

   

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

• Initial Complaint

  Date:12/14/2023

  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 added a new autopayment account in November, as I was moving my banking in December. The new checking account status was still "Pending" days later, so I contacted Marcus and was told that as soon as I forced a payment through the new checking account, it would be active. I did so, but a month later with another autopayment coming, I found that the next payment was set to AGAIN come out of the old account and the new account was still marked as pending, so I made another manual payment through the new account and I deleted the old account, thinking THAT would finally force the new account to be the default active account. Instead, it remains pending, even after 2 payments from it. I again contacted support and "********" (I believe) was useless. For now, I've removed the card from my Internet and my satellite radio accounts and I can't use it anymore, unless I want to risk late fees from autopayment not working.

  Business Response

  Date: 12/19/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** 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 payments made on the ** Card.
  The Bank conducted an investigation and confirmed an inadvertent communication error occurred. The Customer contacted the Bank on November 21, 2023, to enroll the account into Auto Pay with a new bank account.The Customer was incorrectly informed the Auto Pay would be enrolled after a payment was made with the new account.
  According to the Banks records, the previous bank account was removed, and the Customer enrolled in automatic payments with the new bank account on December 14, 2023. The Bank regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for 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.