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:11/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 25, 2023 I had contacted Marcus Goldman Sachs on the phone about a problem I had been experiencing trying to log in into my high yield savings account. I was then informed that my account was going to be closed and was told I had been informed through email which I had not. Furthermore, I had asked the reason for the foreclosure and was told that the information cannot be given to me due to security reasons. Afterwards, I was not given much more information and was told that my money in the account would be sent through mail within 1-2 weeks or so from that day. On November 8, 2 weeks after, I called the company again because no check had been sent. I was informed again that my money will not be sent until my “case” is settled. I have not been given much information about when the case would be settled and was asked to call back in a couple more days for any updates. Enough ample time has been given to determine why my account has been closed, even before October 25th I was not able to log into my account, but had not had time to look into it then. Not only that, but I have not been able to receive any answers. Most importantly, I have not received my money back that was in the account which I am concerned about. I wish for my money to be sent back through preferably a transfer or through mail as soon as possible. Also, the reason as to why my account had been closed as there had been no suspicious activity with the account. I do understand though that I had signed a contract agreeing that the company has full right to close my account, just a reconsideration in case my account was being wrongfully closed.

  Business Response

  Date: 11/17/2023

  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 November 10, 2023. The Bank appreciates the opportunity to address the concerns raised by ******* ******* (the “Customer”) related to the closure of their Online Savings Account (“OSA”).
  On October 10, 2023, the Customer initiated a transfer request from a linked account to their OSA, which was subsequently reversed by the Customer’s external institution on October 12, 2023. Due to the reversal, the Bank performed an account maintenance review, identified security concerns, and restricted the OSA. Due to the unresolved security concerns, the Bank made a business decision to close the Customer’s OSA.
  On October 25, 2023, the Customer contacted the Bank regarding their account access and a Bank specialist informed the Customer of the Bank’s decision to close the OSA. The Bank specialist attempted to assist the Customer with closing the account; however, the Customer disconnected.
  On November 15, 2023, the Customer contacted the Bank regarding their account access. Subsequently, a Bank specialist successfully authenticated the Customer clearing the security concerns and restoring their online access. Later that same day, the Customer initiated a transfer for the remaining balance to the original funding account. On November 16, 2023, the Bank successfully processed the transfer and closed the OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 11/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have yet to receive my money from the OSA.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 11/28/2023

  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 November 21, 2023. The Bank appreciates the opportunity to address the concerns raised by ******* ******* (the “Customer”) related to a transfer from their Online Savings Account (“OSA”).
  Per the Bank’s previous response, on November 15, 2023, the Customer initiated a transfer for the remaining balance to the original funding account. On November 16, 2023, the Bank successfully processed the transfer and closed the OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:11/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not Liable with this debt GOLDMAN SACHS BANK ******************* I do not have a Contract with the Collection agency,and ALSO they did not provide me with the original Contract as I have requested

  Business Response

  Date: 11/09/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 7, 2023. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer)related to a request for debt validation.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer opened the account on August 9, 2017, and consented to the ** Card Customer Agreement, including consent to report the account to the credit reporting agencies. A payment for the minimum due was not received for the months of November 2021, December 2021, January 2022, February 2022, March 2022, April 2022, and May 2022, resulting in the account to be charged off on May 23, 2022. The Bank confirmed the credit reporting is correct and accurate. The Bank is obligated to report accurately to credit reporting agencies and is unable to update the Customers credit reporting.
  The Bank sent the Customer the requested documents on November 7, 2023, validating the Customer's debt including a copy of the ** Card Customer Agreement and twelve 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 $3,890.21 provided in the latest statement from May 23, 2022.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20835154
  
  I am rejecting this response because: I have not use this Account and have never had a credit card with this Company.  I would like to know what Address this card went 2? I am not Satisfied with this investigation because I have never use this CARD.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/20/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 13, 2023. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Consumer)related to a My ** Rewards Card opened without authorization.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank contacted the Consumer on November 15, 2023, to confirm the account was opened without authorization and opened an investigation. Based on the Banks investigation, the Bank closed the account as confirmed ID Theft on November 17, 2023. The Bank submitted a request to have the inquiry and trade line removed from the Consumers credit report on November 17, 2023. The Consumer should allow up to 30 days for the change to reflect on the Consumer's credit reporting. The Consumer is not responsible for the account.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 11/20/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the holiday season of 11/2022 I made an online purchase at Ssense, using my Mastercard through Goldman Sachs, upon submitting my order and receiving a confirmation I saw it still had my old address. I tried numerous times to contact merchant by phone but the recording said due to the busy season we had to email in. I did this and the merchant assured me the purchase would be retracted and not delivered the also offered me a discount code for my next purchase due to the inconvenience. I am still being charged for the purchase and have asked for it to be escalated over 10xs Goldman Sachs keeps sending me receipt of my order and that it was delivered to my old address. I have submitted to Goldman Sachs the email I have from the merchant showing she would make sure the order wasn’t delivered and my proof that I contacted them and they still keep declining the dispute and no one will call me Why should I be responsible for a package that was delivered to my old address when I called and was told they would take care of it??? Why won’t a manager call me from the department of disputes or higher ???

  Business Response

  Date: 11/10/2023

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the Apple Card via the Better Business Bureau (“BBB”) Complaint
  Portal on November 04, 2023. The Bank appreciates the opportunity to address
  the concerns raised by ******** ******** (the “Customer”) related to a
  transaction dispute for the Apple Card.
  The Bank conducted an investigation and confirmed no error occurred. On
  December 14, 2022, the Customer authorized a purchase with the merchant
  Ssense in the amount of $588.26. On December 30, 2022, the Customer contacted
  the Bank to dispute the transaction due to the package being delivered to the
  incorrect address, and a temporary credit was applied to the account.
  According to the evidence received by the Customer and the merchant, the
  Customer contacted the merchant attempting to change the delivery address,
  after the merchandise was shipped. The merchant advised they were unable to
  change the address, however, they would attempt to recall the package from
  the carrier, and once returned they could issue a refund. The recall was
  unsuccessful, and the merchandise was delivered to the address provided by
  the Customer at checkout. The merchandise has not been returned to the merchant,
  and no refund is due. Based on the evidence provided, the transaction dispute
  was resolved in favor of the merchant on February 25, 2023, and the temporary
  credit was rebilled. The Bank sent the Customer an email detailing the
  dispute resolution on February 25, 2023.
  The Customer disputed the same transaction six (6) additional times on
  February 25, 2023, April 21, 2023, June 23, 2023, August 16, 2023, October
  27, 2023, and November 07, 2023, and temporary credits were applied to the
  account. Based on the same evidence, the disputes were resolved in favor of
  the merchant on April 21, 2023, June 23, 2023, August 16, 2023, October 27,
  2023, November 07, 2023, and November 09, 2023, and the temporary credits
  were rebilled. The Bank sent emails to the Customer detailing each dispute
  resolution.
  On November 08, 2023, a Bank representative contacted the Customer but was
  unsuccessful. If no new or additional evidence is provided, the dispute will
  continue to be resolved with the same outcome.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 11/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I spoke with SSense the merchant and they said since it’s past 90 days my financial institution needs to dispute it, but they have the info that the package was NOT supposed to ship out to my old address and that they had records I contacted them not to ship.  The bank is not looking into this diligently for me, the “proof of delivery” they keep sending me is for the old address. How does that make any sense? I have proof that I contacted them with the new address and they say they are going to take care of it and don’t. I should not be responsible for this purchase that was not delivered to my address!!!! This is fraud on their part because they don’t want to do their job and look into further they see a proof of delivery confirmation and  just close the case????? It’s not my address !!!!!
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 11/20/2023

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced
  complaint related to the Apple Card via the Better Business Bureau (“BBB”)
  Complaint Portal on November 04, 2023. The Bank appreciates the opportunity to
  address the concerns raised by ******** ******** (the “Customer”) related to a
  transaction dispute for the Apple Card.
  The Bank conducted an investigation and confirmed no error
  occurred. On December 14, 2022, the Customer authorized a purchase with the
  merchant Ssense in the amount of $588.26. On December 30, 2022, the Customer
  contacted the Bank to dispute the transaction due to the package being
  delivered to the incorrect address, and a temporary credit was applied to the
  account. According to the evidence received by the Customer and the merchant,
  the Customer contacted the merchant attempting to change the delivery address,
  after the merchandise was shipped. The merchant advised they were unable to
  change the address, however, they would attempt to recall the package from the
  carrier, and once returned they could issue a refund. The recall was
  unsuccessful, and the merchandise was delivered to the address provided by the
  Customer at checkout. The merchandise has not been returned to the merchant,
  and no refund is due. Based on the evidence provided, the transaction dispute
  was resolved in favor of the merchant on February 25, 2023, and the temporary
  credit was rebilled. The Bank sent the Customer an email detailing the dispute
  resolution on February 25, 2023.
  The Customer disputed the same transaction six (6) additional
  times on February 25, 2023, April 21, 2023, June 23, 2023, August 16, 2023,
  October 27, 2023, and November 07, 2023, and temporary credits were applied to
  the account. Based on the same evidence, the disputes were resolved in favor of
  the merchant on April 21, 2023, June 23, 2023, August 16, 2023, October 27,
  2023, November 07, 2023, and November 09, 2023, and the temporary credits were
  rebilled. The Bank sent emails to the Customer detailing each dispute
  resolution.
  On November 17, 2023, a Bank representative contacted the Customer
  and addressed any concerns. If no new or additional evidence is provided, the
  dispute will continue to be resolved with the same outcome.
  Based on the above details, the Bank kindly requests for this
  complaint to be closed.

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I made multiple attempts before the package shipped not one,  after the package shipped, like Goldman Sacs is stating. I have included another email where I reached out. I also called them repeatedly and they never answered their phone lines and the recording  requested an email, to which they did not respond in a timely manner . I made every effort to change it. This is not my fault, it should not have been delivered and when they did they should have have it picked up. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Business Response

  Date: 11/24/2023

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the Apple Card via the Better Business Bureau (“BBB”) Complaint
  Portal on November 20, 2023. The Bank appreciates the opportunity to address
  the concerns raised by ******** ******** (the “Customer”) related to a
  transaction dispute for the Apple Card.
  The Bank conducted an investigation and confirmed no error occurred. On
  December 14, 2022, the Customer authorized a purchase with the merchant
  Ssense in the amount of $588.26. On December 30, 2022, the Customer contacted
  the Bank to dispute the transaction due to the package being delivered to the
  incorrect address, and a temporary credit was applied to the account. According
  to the evidence received by the Customer and the merchant, the Customer
  contacted the merchant attempting to change the delivery address, after the
  merchandise was shipped. The merchant advised they were unable to change the
  address, however, they would attempt to recall the package from the carrier,
  and once returned they could issue a refund. The recall was unsuccessful, and
  the merchandise was delivered to the address provided by the Customer at
  checkout. The merchandise has not been returned to the merchant, and no
  refund is due. Based on the evidence provided, the transaction dispute was
  resolved in favor of the merchant on February 25, 2023, and the temporary
  credit was rebilled. The Bank sent the Customer an email detailing the
  dispute resolution on February 25, 2023.
  The Customer disputed the same transaction seven (7) additional times on
  February 25, 2023, April 21, 2023, June 23, 2023, August 16, 2023, October
  27, 2023, November 07, 2023, and November 09, 2023, and temporary credits
  were applied to the account. Based on the same evidence, the disputes were
  resolved in favor of the merchant on April 21, 2023, June 23, 2023, August
  16, 2023, October 27, 2023, November 07, 2023, November 09, 2023, and
  November 16, 2023, and the temporary credits were rebilled. The Bank sent
  emails to the Customer detailing each dispute resolution.
  On November 16, 2023, the transaction was disputed once again, and a
  temporary credit was applied to the account. The Customer provided additional
  evidence that showed the Customer reached out to the merchant on December 21,
  2022, well before the merchandise was shipped, to have the shipping address
  changed. The merchant was unresponsive until December 26, 2022, when they
  agreed to attempt to recall the merchandise. Due to the Customer making a
  reasonable attempt to contact the merchant to make the address change before
  it had shipped, the dispute was resolved in the Customer’s favor on November
  21, 2023, and the temporary credit was made permanent. The Bank sent an email
  to the Customer detailing the dispute outcome on November 21, 2023.
  A Bank representative contacted the Customer on November 22, 2023, and
  addressed any concerns.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 11/27/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:11/03/2023

  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 had made a payment for Marcus Goldman Sachs. And posted yesterday 11/2/2023. Thru my bank account. And they are saying that the funds on there end is not going to clear till 11/13/2023. When the bank already cashed me payment yesterday.

  Business Response

  Date: 11/13/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 3, 2023. ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to a payment hold in the available credit.
  ******** conducted an investigation and confirmed no Bank error occurred. Payments are posted as of the date received and are applied to the outstanding balance; interest does not accrue for the payment amount. The amount of time it takes for payments made from a bank account to reflect in the available credit can vary based on the payment amount and account history. The Customer should continue making payments on time, and over time, faster updates should be experienced. The ** Card Customer Agreement states after receiving a payment, the Bank can immediately increase the available credit, or delay increasing the available credit on the account for a period of time. The Customer can check the status of the available credit by going to the Marcus App, online at www.marcus.com, or by contacting the Bank. The Customers payment in the amount of $1,300.00 made on November 2, 2023, reflected in the Customers available credit on November 9, 2023.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20822057
  
  I am rejecting this response because: the bank cashed the check on November 2nd 2023 and was cashed by Goldman Sachs.  So why should it take 7 to 10 days extra for Goldman Sachs to post . When they already cashed check on Nov 2nd 2023? 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/20/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 13, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer)related to a payment hold in the available credit.
  As provided in the Banks previous response, the Bank conducted an investigation and confirmed no Bank error occurred. Payments are posted as of the date received and are applied to the outstanding balance;interest does not accrue for the payment amount. The amount of time it takes for payments made from a bank account to reflect in the available credit can vary based on the payment amount and account history. The Customer should continue making payments on time, and over time, faster updates should be experienced. The ** Card Customer Agreement states after receiving a payment,the Bank can immediately increase the available credit, or delay increasing the available credit on the account for a period of time. The Customer can check the status of the available credit by going to the Marcus App, online at www.marcus.com, or by contacting the Bank. The Customers payment in the amount of $1,300.00 made on November 2, 2023, reflected in the Customers available credit on November 9, 2023.
  The Bank attempted to contact the Customer to provide clarification on November 14, 2023, November 15, 2023, and November 16, 2023,but was unsuccessful. If the Customer has further questions, the Bank is available 24 hours a day, 7 days a week by phone at ************** or by chat by logging in online at marcus.com.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:11/01/2023

  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 opened an online savings account with Marcus by Goldman Sachs in December 2022, which I funded with money from my checking account at ******* ****** (which was linked and approved by Marcus). One month ago (on October 2, 2023), I requested my savings to be withdrawn from the Marcus account. The transfer was reversed the following day on October 3, 2023. I contacted Marcus to understand the situation, and was informed that my account had been locked. The reason provided to me was that I needed to be verified with a pin authorization sent to my mobile number on file (the same number I have been using for years and which has never been changed since I opened the account - also the number called Marcus from), but that since the number was not associated to my name (whatever this means) they couldnt verify me and therefore had to lock my account.I was then informed the only way to unlock my account was to sign a notarized affidavit and return it to Marcus. They claimed it was mailed to me on October 9, 2023, and that it should arrive in **** business days. After 15 days I had not received the affidavit in my mail. I called Marcus again on October 27, 2023 to request the affidavit be re-sent, and I was informed that there was a new company policy which no longer used affidavits. Instead, I was to be called by Marcus within 1-3 business days to rectify the situation and confirm my identify.3 business days have passed, I have not been anywhere without my phone and, surprise surprise, I havent received a call from Marcus.My account has been locked for one month. I have urgency in withdrawing my funds, and feel like I am no closer to having my situation solved. I feel completely powerless and have no idea what to do.I request Marcus to please close my savings and CD accounts and transfer all the funds to my ******* ****** account (the original account I used to fund it).

  Business Response

  Date: 11/09/2023

  BBB Response ********* 20812914
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above
  referenced complaint via the Better Business Bureau Complaint Portal on November 2, 2023. The Bank
  appreciates the opportunity to address the concerns raised by *** ****************************************** (the
  Customer) related to accessing their account.
  On October 2, 2023, the Customer initiated an outgoing transfer from their *** to a linked account.
  During the transfer processing review, the Bank identified security concerns regarding the Customers
  identity and the linked account. Subsequently, the Bank attempted unsuccessfully to contact the
  Customer. As a result, the Bank declined the transaction and restricted the *** until the security
  concerns could be resolved.
  On October 3, 2023, the Customer contacted the Bank, but the security concerns remained. As an
  alternative verification method, the Bank requested an Affidavit of Identity ***** from the Customer
  which the Bank mailed on October 12, 2023. After further review, the Bank made an exception to
  resolve the security concerns without an AOI.
  On November 9, 2023, the Bank contacted the Customer, and a Bank specialist was able to verify the
  Customer using alternate methods. Additionally, the Bank conducted a three-way call with the Customer
  and the external institution to verify the ownership of the linked account to clear the remaining security
  concerns. The Bank restored the Customers online account access and attempted to assist the
  Customer with closing their account; however, the Customer declined.
  Due to the experience, the Bank will provide a credit to the Customers *** 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:10/31/2023

  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 have asked this business a plethora of times for a copy of my any contract/agreement established with this account as well all statements/documents associated with the months allegedly claiming I was late. Months letter still no documents so I am now requesting the documents be provided electronically. They continuously lie about sending them out via mail.

  Business Response

  Date: 11/06/2023

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on October 31, 2023. The Bank appreciates the opportunity to address the
  concerns raised by ***** ******** (the “Customer”) related to debt validation
  for Apple Card.
  
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened the account on December
  25, 2019. During the application process, the Customer is provided with and
  must consent to the Apple Card Terms and Conditions, which discloses that the
  Customer agrees that the Bank may report information to the Credit Reporting
  Agencies regarding the account, which includes but is not limited to Late
  Payments, Missed Payments, or other defaults on the account.
  
  The Customer’s account did not receive the required minimum payment due for
  the months of March 2020, April 2020, May 2020, June 2020, July 2020, August
  2020, and September 2020. The Bank sent Payment Due Reminders, Missed Payment
  Reminders and Eligible for Bureau Reporting reminders to the email address
  associated with the Apple ID provided by the Customer when the Apple Card
  account was opened. As a result, the Bank reported the account to the credit
  reporting agencies as past due. The Customer’s account was charged off on
  September 30, 2020.
  
  The Bank has no record of the Customer requesting debt validation prior to
  October 31, 2023. The Bank sent the Customer the requested documents
  validating the Customer's debt including a copy of the Apple Card Customer
  Agreement and 10 months of statement history showing records of transactions
  and payments to validate the balance and the debt owed on November 1, 2023.
  The Customer is responsible for the balance on the account of $4,602.05
  provided in the latest statement from October 2020.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:10/29/2023

  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.

  On 10/11/2023 my husband **** and I authorized our banking institution Prospera Credit Union to pay in full the balance of our creidt card for $4,422.29.
  On 10/12/2023 Prospera Credit Union mailed a cashier's check to Goldman Sachs in which the cashier's check was cashed with a Goldman's Sachs endorsement on 10/17/2023. My due date for the credit card was 10/21/2023. The payment has not been applied to my account and unlawful additional interest charges have been added to the account on 10/25/2023. I called Prospera Credit Union on 10/23/2023 to request documentation for the payment to find out why my balance had not been paid in full. On 10/24/2023 I called Goldman Sachs customer service to inquire on where the payment was as it was not applied to my account. They stated they could not find the payment and would investigate it. I have called everyday as there has not been any resolution and they fail to call me back as promised over and over again each day. I want the payment of $4,422.29 applied to my account, the $84.61 interest charges removed and the goodwill monetary gesture they promised honored. Multiple 2 day timers and 12 hour timers of return phone calls have not been honored on Goldman Sachs behalf. Please help me resolve this issue. I have provided them with the cancelled cashier's check with Goldman Sachs endorsement and yet they have NOT started to even resolve this issue.

  Business Response

  Date: 11/03/2023

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on October 29, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ********* **** (the “Customer”)
  related to a missing payment and customer service.
  The Bank conducted an investigation and confirmed no Bank
  error occurred. The Customer contacted the Bank on October 24, 2023, reporting
  a missing check payment of $4,422.29. The Bank initiated an investigation to be
  completed within 10 business days. The Bank located the payment on October 30,
  2023, and posted to the account with a received date of October 17, 2023.
  Interest credits totaling $23.72 posted to the account on October 30, 2023. The
  Bank advises the Customer to include a full name and 16-digit card number with
  future payments to prevent delays.
  During the investigation into the missing payment, an
  inadvertent communication error occurred. The Bank reviewed the interactions
  and found requested callbacks were not completed in a timely manner. The Bank
  apologizes for the delay and provided a $25.00 courtesy credit on November 2,
  2023. The Bank is unable to provide further monetary compensation.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 11/07/2023

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

  Goldman Sachs charged additional interest on 10/25/2023 that totaled $84.61.  The interest was charged even though the balance was paid in full by the cashiers check our bank sent on our behalf that Goldman Sachs cashed on 10/17/2023.  My due date was 10/21/2023.  I do not feel that it is lawful to charge interest on a zero balance.  $60.89 was the remainder of the $84.61 that Goldman Sachs would not correct.

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

  Business Response

  Date: 11/09/2023

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on November 7, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ******** **** (the “Customer”)
  related to interest charges.
  As provided in the Bank’s previous response, the Bank
  conducted an investigation and confirmed no Bank error occurred. The Customer
  contacted the Bank on October 24, 2023, reporting a missing check payment of
  $4,422.29. The Bank initiated an investigation to be completed within 10
  business days. The Bank located the payment on October 30, 2023, and posted to
  the account with a received date of October 17, 2023. Interest credits totaling
  $23.72 posted to the account on October 30, 2023. The Bank advises the Customer
  to include a full name and 16-digit card number with future payments to prevent
  delays.
  To avoid interest charges, customers are required to pay the
  monthly balance in full as of the end of the previous cycle by the due date
  every month. If the monthly balance is not paid in full on or before the due
  date, customers are charged interest on the monthly balance for the days until
  the customer fully pays it off. This is also known as “trailing interest.”
  Additional details regarding how the Bank calculates interest can be found in
  the GM Card Customer Agreement.
  According to the Bank’s records, the account was not paid in
  full for the statement generated on August 24, 2023, with a due date of
  September 21, 2023. As a result, the Customer was charged $88.79 of interest.
  Since the Customer did not pay the August monthly balance in full, the Bank
  charged interest on the September balance for the days until the Customer fully
  paid the monthly balance. The Customer paid the September monthly balance in
  full with the check payment on October 17, 2023, so was charged interest on the
  balance until that date. As a result, the remaining interest of $60.89 is the
  trailing interest charged on October 24, 2023. The Bank is unable to provide
  further monetary compensation.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 11/09/2023

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

  The cashiers check provided full account payment.  $84.61 interest charges were applied on 10/25/2023.  If the balance was paid in full no interest charges should have been applied on 10/25/2023.  Goldman Sachs should credit back the remaining $60.89.  

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

• Initial Complaint

  Date:10/26/2023

  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.

  In my prior correspondence, I expressed doubts regarding the accuracy of the negative accounts detailed in my consumer report. Despite earlier investigations, these accounts remain unresolved, significantly impacting my credit profile. It is imperative that as a consumer, I am provided with an accurate representation of my credit history, as mandated by the FCRA.
  
  Furthermore, I wish to reiterate that while elements such as payment history, credit utilization, and other pertinent factors play a pivotal role in credit scoring models like FICO, they are distinct from the contents of my consumer report. These factors are used to assess creditworthiness, and their influence should not overshadow the veracity of information present in my consumer report.
  
  Considering the FCRA, I draw your attention to 15 USC 1681A, a critical provision outlining exclusions from inclusion in a consumer report. It is my contention that the negative accounts under dispute may fall within the bounds of information that should not be reported. Citing the relevant section from 15 USC 1681A:
  
  "The term report containing information solely as to transactions or experiences between the consumer and the person making the report; communication of that information among persons related by common ownership or affiliated by corporate control; or communication of other information among persons related by common ownership or affiliated by corporate control, if it is clearly and conspicuously disclosed to the consumer that the information may be communicated among such persons and the consumer is given the opportunity, before the time that the information is initially communicated, to direct that such information not be communicated among such persons."

  Business Response

  Date: 11/02/2023

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on October 26, 2023. The Bank appreciates the opportunity to address the
  concerns raised by ****** ** ***** (the “Customer”) related to credit reporting
  for Apple Card.
  
  The Bank conducted an investigation and confirmed due to a processing error,
  the Customer was incorrectly reported to the credit reporting agencies after
  being removed as a Participant. The Customer agreed and was added as a
  Participant on another Customer’s Apple Card account on November 3, 2021, and
  agreed to be reported to the credit reporting agencies. On April 28, 2022, the
  Customer was removed as a participant from the Apple Card account. However due
  to the processing error, the Apple Card the Customer was removed from was still
  being reported. The Bank submitted a request on October 30, 2023, to remove the
  adverse credit reporting after April 28, 2022, and update the reporting to show
  the Participant as terminated. The Customer should allow up to 30 days for the
  change to reflect on the credit reporting. The Bank is unable to remove any
  reporting prior to the Customer’s removal from the Apple Card account. The Bank
  regrets the frustrations the Customer has experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed. 

• Initial Complaint

  Date:10/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08-04-23 at 4:05 PM I made a purchase at Giant Eagle, **** ** **** **.., Erie, PA 16505. My credit card was denied three times so I paid for my order in cash, $57.02. I called Marcus at 4:36 PM and I spoke with Syed (spelling?) about my GM card and I was told there were no problems with my card. He said the amount had not yet posted and that I needed to check later in the day to see if it processed, which it did show up on my account. On 08-05-23 I initiated a dispute with Nyelli (sp?) and I was told to contact Giant Eagle. I was given a temporary credit and they would check with the merchant; they also said it could take up to 60-90 days to resolve and I would be contacted when they made their decision. I went back to the store and spoke with Angela at the C/S desk & she said the store couldn't help me. On 08-07-23 I uploaded a copy of my cash receipt to Marcus. On 10-24-23 my dispute was denied so I called again, i spoke with Adi (sp?) and she said she would resubmit my claim, she could see that I had paid cash, and she would annotate my account and submit to her superior for a review I have not received any additional feedback from Marcus.

  Business Response

  Date: 11/02/2023

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on October 26, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ***** ********* (the “Customer”)
  related to a transaction dispute of $57.02 with the merchant Giant Eagle.
  The Bank conducted an investigation and confirmed an
  inadvertent processing error occurred. The transaction posted to the account on
  August 5, 2023. The Customer initially opened the dispute on August 5, 2023.
  The Bank applied a temporary credit while the dispute was investigated. Due to
  an inadvertent processing error, the Bank resolved the dispute in favor of the
  merchant even though the Customer and the merchant provided evidence of the
  purchase being completed via cash. The Bank reversed the temporary credit on
  the Customer's account on October 24, 2023. The Bank sent the Customer an email
  detailing the dispute outcome.
  The Bank reopened the dispute on October 26, 2023, and
  applied a temporary credit while the dispute was investigated. Based on the
  investigation and the evidence provided by the Customer and the merchant, the
  Bank resolved the dispute in favor of the Customer and the temporary credit was
  made permanent on October 30, 2023. The Bank sent the Customer an email
  detailing the dispute outcome. The Bank regrets the frustrations experienced by
  the Customer.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 11/02/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:10/23/2023

  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 writing to file a formal complaint against Apple Credit Card for an unauthorized charge of $29.99 and their subsequent failure to address my concerns.Unauthorized Charge: I discovered a $29.99 charge on my Apple Credit Card account, for which no email receipt was provided, and no details were visible on the mobile app.Inadequate Customer Support: I found it extremely challenging to locate a customer service contact for Apple. The contact number is not clearly listed on their website and turns out to be for Goldman Sachs, not Apple.Dismissive Support Staff: Upon reaching out to Goldman Sachs, the representative was condescending and unhelpful. My call was terminated without resolving the issue.Unhelpful ***************** My attempts to seek help on the *************** Webpage were fruitless. I was directed to another Apple site with conflicting information, stating that issues must be addressed in writing and mailed.This experience is unacceptable and portrays both Apple and Goldman Sachs in a highly unprofessional manner. I am seeking your intervention to facilitate direct and effective communication with either Apple or Goldman Sachs to resolve this unauthorized charge.Your prompt attention to this matter would be highly appreciated.

  Business Response

  Date: 10/30/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 23, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to transactions with the Merchant Apple in the amount of $29.99.
  
   The Bank conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the Merchant Apple attempted to post a transaction in the amount of $29.99, however, the transaction was declined due to the account being overlimit. The Bank does not receive specifics on what transactions on the account are for from the Merchant Apple. The Customer should contact Apple directly with questions or concerns related to the transaction. As a result of the transaction declining, the Bank was unable to dispute the transactions.
  
  The Customer can contact the Bank directly to dispute posted transactions. 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. The Bank contacted the Customer on October 23, 2023, and addressed the Customers concerns. The Bank conducted a review of the interaction with the Customer on October 20, 2023, and confirmed the Customer was not provided with satisfactory ***************** The Bank regrets the frustrations this Customer has experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.