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:10/21/2023

  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 called Aug. 2023 to pay off my credit card. I was told to call back on Aug. 31, 2023 because it would it be cheaper. So I called on Aug. 31,2023 to pay off my credit card. This time I was told $3641.31 would pay off my credit card expect for the $198.77 is what i owe on my iphone. I waited a few days kept watching for my credit card to go to zero balance and it never did. So I called back towards the end of the week of Sept. 2023 and I asked about the charges still showing, I was told it can take up to 2wks before it goes to zero balance. I was ready to pay off my iphone and I was told I had to wait till my credit card goes to zero balance. Now this has became an issue because now I'm being told I owe this balance that keeps adding up due to the interest. I spoke with ********* (manager) he supposed to check into this and either call or email never heard from him. So I called Oct. 9, 2023 spoke with **** and I explained everything to her she told me my next step was to file a complaint since ********* didn't follow throught, so I did. All I wanted to do is to pay off my iphone is what I have left to pay on my Apple credit card (Goldman Sachs). Noone won't accept my payment. I'm willing to pay the $198.77 and nothing more because I was told that's all I owe not $5 hundred and some dollars.

  Business Response

  Date: 10/27/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 22, 2023. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Customer)related to payments, customer service, interest charges, and account balance.
  
  ******** conducted an investigation and confirmed inadvertent communication errors occurred. The Customer contacted the Bank on August 29, 2023, August 31,2023, and September 2, 2023. The Customer was not provided with billing explanations.
  
  The total balance shown on the statement generated July 31, 2023, was $3,862.08, with a monthly balance of $3,666.31 and a due date of August 31,2023. The total balance on the account included the remaining balance present on Apple Card Monthly Installment plans. The Customer was provided with the accurate total and monthly balances during interactions on August 29, 2023, and August 31, 2023. The Customer opted to pay the remaining monthly balance of $3,641.31 on August 31, 2023, but did not pay the entirety of the total balance shown on the July statement or new purchases made in August. As a result, the total balance shown on the statement generated August 31, 2023, was $579.77,with a monthly balance of $403.66 and a due date of September 30, 2023. Monthly statements can be viewed in the Wallet Application or online by logging in using the Apple ID associated with the account at card.Apple.com. ******** confirmed that the balance is correct and accurate.
  
  To avoid interest charges, customers are required to pay the monthly balance in full as of the end of the previous month 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 Apple Card Customer Agreement. The Customer was charged trailing interest charges of $82.47 on August 31, 2023, and $8.62 on September 30, 2023. The Customer may see an additional trailing interest charge on the upcoming statement.
  
  As a courtesy, the Bank applied credits of $25.00 on August 31, 2023, and $66.09 on October 25, 2023. ******** is unable to provide further compensation.******** contacted the Customer on October 25, 2023, to provide an accurate billing explanation and scheduled a payment for the Customer. ******** regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marcus by Goldman Sachs accepted my money online on January 7, 2023 to open up a 6-month CD, a 1-year CD, and a high-yield savings account. Roughly a month later my account was closed for reasons still undiscerned, and now they refuse to return my funds to my sending account. They have essentially robbed me.

  Business Response

  Date: 10/27/2023

  BBB Response ****** ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on October 20, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Consumer) related to accessing their ************** Account (***) and certificate of Deposit Accounts (CD).
  On January 7, 2023, an individual opened an *** and two CDs with the Consumers information. On January 11, 2023, the Bank reviewed the accounts, identified security concerns regarding the Consumers identity, restricted the accounts, and opened an investigation.
  On February 19, 2023, the Bank completed the investigation and closed the *** and CDs.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20762632
  
  I am rejecting this response because:

  Although the bank DID indeed close my accounts, it however, has NEVER returned $7,500 of my funds to me. All I am asking is that Goldman Sachs RETURNS my remaining $7,500 to me by either ACH transfer back to my original (sending) account, or by issuing me a cashier's check and sending it via certified mail to my address on file with them (and the BBB). All I want is my money returned to me. Please help me to expedite this and THEN I would not mind my complaint being closed. Thank you... 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/07/2023

  BBB Response ****** ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on October 31, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Consumer) related to accessing their ************** Account (OSA) and Certificate of Deposit Accounts (CD).
  Per the Banks previous response, after identifying security concerns regarding the Consumers identity, the Bank completed an investigation and closed the accounts on February 19, 2023. After further review, as an alternative verification method, the Bank is requesting an Affidavit of Identity ***** to be completed by the Consumer. The Bank is currently in the process of mailing the *** to the address on file.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20762632
  
  I am rejecting this response because:
  

  I have filled out NUMEROUS affidavits of identity prior to this, all to no avail. In fact, I within the last two weeks filled out another one AND attached a copy of my valid *************** ID and I STILL have not received my funds!!! Marcus by Goldman Sachs needs to check it's mail for that ****

   

  PLEASE do NOT close this complaint UNTIL AFTER they returned my funds!!! 
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/20/2023

  BBB Response ****** ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on November 13, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Consumer) related to accessing their ************** Account (OSA) and Certificate of Deposit Accounts (CD).
  Per the Banks previous response, after identifying security concerns regarding the Consumers identity, the Bank completed an investigation and closed the accounts on February 19, 2023. After further review, as an alternative verification method, the Bank is requesting an Affidavit of Identity ***** from the Consumer which the Bank mailed on November 7, 2023.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/20/2023

  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.

  Return Mail to:
  Rosemary Cooper, Notary Public/
  Officer of the Court
  C/o **** ********** ***  Macon,GA 30201
  
  I am a victim of Identity Theft. GOLDMAN SACHS & CO has obtained my financial identifying information by way of Identity Theft in accordance with O.C.G.A 16-9-12(a)(1) and has shared my information with its contracted customers EQUIFAX, EXPERIAN, & TRANSUNION in which they unlawfully included this alleged account in my consumer report in exchange for monetary compensation. I have no knowledge of this alleged account that you are furnishing to the credit bureaus: Account Number# ************. I have never applied to use any of your services. I have never given anyone permission or a permissible purpose to use my personal information to apply to any account. I have sent Affidavits Certified Mail Return Receipt Requested along with an Affidavit of Mailing to GOLDMAN SACHS AND CO that have gone unrebutted. In commerce, an unrebutted an Affidavit stands truth. If the claims you are making are true, I need someone who can bind your corporation to sign an Affidavit under penalty of perjury so that I may hold someone liable for making false claims against me. Punishing me for non repayment of a debt by furnishing nonpublic information without my consent to unauthorized third parties as a means to ruin my financial reputation is a violation of 18 USC 894, which the furnisher could be criminally held liable for 20 yrs for collections of extensions of credit by extortionate means. No Consent gives grounds to Identity Theft and 18 USC 1028 makes it a crime to misuse someone's identifying information, whether personal or financial.
  
  Attached are documents i.e. FTC Identity Theft Report to substantiate my claim. Cease all reporting of this fraudulent account. Delete and purge me from your system.
  
  Be advised and noticed a copy of this letter has been forwarded to the IRS Criminal Investigation Department, Attorney General of Georgia and the Federal Trade Commission.

  Business Response

  Date: 10/27/2023

  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 20, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ******* ***** (the “Customer”)
  related to a GM Card opened without authorization.
  The Bank confirmed the account was booked on October 21,
  2022. The account is currently under review. The Bank requires additional time
  to complete the investigation. If the Customer has any additional questions or
  concerns, the Customer can contact the Bank directly via chat by logging in
  online at marcus.com and/or via phone by calling ###-###-####.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 10/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have no knowledge of the alleged  account or any login details to that alleged account. Not to mention, it’s listed under a address that doesn’t belong to me nor have I ever stayed and all three bureaus have indeed flagged the address as fraudulent. The account was opened without my consent, authorization or permissible purpose using my confidential information. I have no way of knowing any login information for the alleged account with Marcus by Goldman Sachs. All I have is the account’s number and that is due to it being listed on my consumer report. Experian, Equifax, Transunion and Plaid, are all paid services that you (Marcus by Goldman Sachs) use which have all agreed that they have been apart of a data breach 2022 & 2023 which caused millions of customers, including myself, personal private information to be leaked for hackers, fraudsters and dark web activities. 
  

  Please be Advised and Noticed that punishing me for the repayment of an alleged debt by furnishing nonpublic information without my consent to unauthorized 3rd parties such as Experian, Equifax, Transunion, as a means to ruin my financial reputation, is a violation of 18 USC 894 and the furnishers “Marcus by Goldman Sachs” could be criminally liable for 20yrs.

  Sincerely,
  
  
  
  ******* *****, Attorney in fact

• Initial Complaint

  Date:10/20/2023

  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 accordance with the Fair Credit Reporting act Apple Card- GS BANK US Account #****, has violated my rights.
  
  15 U.S.C 1681 section 602 A. States I have the right to privacy.
  
  15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.
  
  15 U.S.C 166b A Creditor May not treat a payment on a credit card account under an open end consumer credit plan as late for any reason.
  
  I demand late payment be remove.

  Business Response

  Date: 10/26/2023

  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 20, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ******** **** (the “Customer”)
  related to credit reporting.
  The Bank conducted an investigation and confirmed no Bank
  error occurred. According to the Bank’s records, the Customer opened the
  account on February 09, 2022. 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 Bank did not receive the required minimum payment for
  the month of November 2022, and December 2022. As a result, the Bank reported
  the account to the credit reporting agencies as past due. The Bank confirmed
  the credit reporting is correct and accurate, the Bank is obligated to report
  accurately to credit reporting agencies. The Bank is unable to remove the late
  payment reporting from the Customer’s credit report. The Bank successfully
  delivered Payment Due Reminders, Missed Payment Reminders, Early Delinquency
  Reminders, Failed Payment Notifications and Eligible for Bureau Reporting
  reminders to the email address on file for the Customer.
  Based on the above details, the Bank kindly request this
  complaint be closed.

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  marcus has made it impossible to get mmoney out of my account in a profesional and timely way. easy to deposit in but impossible to get it out. iniated an ach request, got consirmation from marcus and supllied the 2 small payment in the edternl account. recuced succes email. thried to use it- all attemps failed. called and got agent to wire funds ( which so far have never arrived). the net day did an ach to send money to chase. got a voice mail from marcus with no explanation as to call. called and next 1 hour 20 minutes was perhaps the most unprofessional experince from agents who clearly new and had no idea how to do their job. hold time was unacceptbale. after all verifcation by marcus system they want to clal bank to verify. the bank could "not" be reached to verify?? they said to wait until next day and it would cnacel oyut- not so. todays calls with ********, she could not even find the wire out and i had to ask multiple time to look at phone recording if she cant fins it. she call bacl 10 minutes later and said she found it. so far it has not been received. the cancel ach did not happen as agent yesterday promised. once that cancel ach is psted account will be closed. this is a claculating and bad faith attempt to let people have access to their money. shame on marcus. is it the systems or the compnay polcy, either way i want o hear from marcus about this awful experince,

  Business Response

  Date: 10/26/2023

  BBB Deposits ***** 20752290
  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 October 19, 2023. The Bank
  appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to
  transfers from their ************** Account (OSA).
  On October 17, 2023, the Customer contacted the Bank and requested an outgoing wire transfer from
  their OSA to a linked account. On October 18, 2023 during the transfer processing review, the Bank
  identified security concerns and declined the transfer after attempting unsuccessfully to contact the
  Customer to clear security concerns. Later that same day, the Customer contacted the Bank and a Bank
  specialist advised the Customer that the funds can be sent to a linked account.
  On October 19, 2023, the Customer initiated two outgoing transfers from their OSA to two linked
  accounts that the Bank successfully processed the next day.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20752290
  
  I am rejecting this response because:

  informaton is not complete and the process of requested transaction was completed days after the banks promise and committment. this is not about standard processing times this is about gross mismanagement without any recourse or ability tp speak to anyone in management.   i again request a call from senior managemnt about this.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/06/2023

  BBB Response ***** 20752290
  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 October 30, 2023. The Bank appreciates the opportunity to address additional concerns raised by *********************** (the Customer) related to transfers from their ************** Account (OSA).
  Per the Banks previous response, on October 17, 2023, the Customer contacted the Bank and requested an outgoing wire transfer from their OSA to a linked account. However, during the transfer processing review, the Bank identified security concerns and attempted unsuccessfully to contact the Customer to clear the concerns. Subsequently, the Bank declined the transaction. On October 18, 2023, the Customer contacted the Bank and a Bank specialist advised the Customer that the funds can be sent to a linked account.
  The following day, the Customer initiated two outgoing transfers from their OSA to two linked accounts that the Bank successfully processed on October 20, 2023.
  On November 1, 2023, the Bank contacted the Customer offering additional assistance, but the Customer declined.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20752290
  
  I am rejecting this response because:
  The problem has not been resolved. The transactions are complete, but not without any enormous amount of work on my part and enormous amount of erroneous information supplied and conducted by Marcus. I asked to be contacted by member of the management team and that has not happened. I got a call from a person in the contact center who is asking me if I wanted to make another transaction. Clearly nobody has read my complaint. Clearly nobody from management cares about my complaint. This is the last opportunity for someone in management to contact me to understand why working with Marcus was so problematic and why it is led me to an exit. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/19/2023

  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 not liable for this debit with APPLE CARD - GS BANK USA
  This Account was taken over by fraudsters who made fraudulent transactions.

  Business Response

  Date: 10/26/2023

  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 19, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ******* ***** (the “Customer”)
  related to 43 fraudulent transactions posted between February 2022 to December
  2022, and an unauthorized takeover of the Apple Card account.
  The Bank conducted an investigation and confirmed no Bank
  error occurred. The Customer contacted the Bank from February 2022 to March
  2023 to dispute the majority of the posted transactions on the account as
  fraudulent. The Bank placed temporary credits on the Customer’s account while
  all the disputes were investigated. Based on multiple investigation and a
  review of all the evidence provided, the Bank ruled the 43 transaction disputes
  in favor of the various Merchants. The Bank conducted a review of the
  Customer’s account between February 2022 to December 2022 and was unable to
  locate any fraudulent, suspicious, or unauthorized takeovers of the Customer’s
  account. The Customer confirmed with the Bank the Customer authorized purchases
  that were made.
  As provided in the Apple Card Account Agreement
  (“Agreement”), the Customer is responsible for protecting their credentials in
  accordance with the below section of the Agreement:
  “PROTECTING YOUR ACCOUNT INFORMATION, CREDENTIALS, AND
  ELIGIBLE DEVICES. You are solely responsible for maintaining the security of
  your Cards, your Eligible Devices and their passcodes, your Apple ID, and any
  other authentication credentials used in connection with your Account
  (collectively, your "Credentials"). If you authorize or allow anyone
  else to use your Account (e.g., by providing your physical Card or the passcode
  to your Eligible Device, allowing a third party to set up Face ID or add their
  fingerprint to use Touch ID, or otherwise providing any of your Credentials to
  a third party), the person may be able to make Transactions using your Account,
  and you will be liable for all Transactions made on your Account by that
  person.”
  As a result, the temporary credits that have been applied to
  the Customer’s account have been reversed. The Bank has sent the Customer
  emails detailing the dispute outcomes.
  The Bank confirmed the credit reporting is correct and accurate,
  the Bank is obligated to report accurately to credit reporting agencies. The
  Bank is unable to remove the transactions from the Customer’s account.
  The Bank contacted the Customer on October 24, 2023, and
  provided this information. During the interaction the Bank confirmed the Bank
  would mail the Customer copies of the Customer’s statements. The Bank sent the
  Customer the requested documents on October 25, 2023, validating the Customer's
  debt including a copy of the Apple Card Customer Agreement and a complete
  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 $15,430.57 provided in the latest statement from July
  2023.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

• Initial Complaint

  Date:10/18/2023

  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.

  Dear Goldman Sachs,On 10/13 I received an email to renew my Business Line Of Credit. I was instantly denied stating my Amazon sales have declined in 2023. The global economic slowdown is the reason for the decrease in sales. I have no balance on the line of credit and anytime I borrowed from the line it was repaid very quickly and on time. My credit score also hovers around 850 and has been this way for almost 20 years. I called on 10/13 to escalate this case to management but never heard back. On 10/18 I tried calling again and spoke to a woman who said there is nothing that I can do and the line of credit will expire on 12/18. She suggested maybe I should request a draw to keep the account open but there would be no guarantee that It would be approved. I really do not understand the thought process of borrowing funds when they are not needed at the time. I was hoping someone could review this and approve my renewal.Thank you. *****************

  Business Response

  Date: 10/25/2023

  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 October 18, 2023. ******** appreciates the opportunity to address the issues raised by ***************** (the Customer).
  The Customers complaint alleges an error occurred around the processing of a renewal application.  ******** conducted an investigation into the Customers complaint and confirmed there was no error with the handling of the Customers renewal application. Our records show the Customer submitted a renewal application on October 13, 2023. The bank confirmed that the Customer received an email on October 13, 2023, correctly detailing why the bank was unable to approve the customers renewal application. 
  Our goal is to provide excellent customer service and an exceptional experience, and we apologize that their experience was less than satisfactory.
  Based on the above information, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/26/2023

   
  Better Business Bureau:
  
  I received a phone call from Goldman Sachs. Unfortunately AI makes all the decisions nowadays and due to a decrease in 2023 sales a long standing business relationship was not renewed. There is a zero balance on this line of credit and I will allow it to close permanently on December 12, 2023.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/16/2023

  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.

  This company keep giving me the run around. About 4 months ago, someone tried to open up a saving account in my name. I got a phone call from the saving account department, and they asked me did i open a saving account I told them no. They would not give me any information because they said the social security number did not match. So, I told them it must be fraud, so they closed the account and lock my credit card account that I did have with them. I can use the card but i cannot access my account. I have been trying to get this mess straighten out for 4 months. Then on October 7 they sent me a letter that I need to call them I did, and they said I would have call back when I have the right information. I don't have any information about a saving account because I did not open one up. So, my credit card account is still locked up, but I can still use my card. I am tired of these incompetent people. So, please help me get this straight I do not want this false information on my record.

  Business Response

  Date: 10/24/2023

  BBB Response ****** ID ******** (Rec’d October 17, 2023)
  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 October 17, 2023. The Bank appreciates the opportunity to address the concerns raised by ******** ****** (the "Consumer”) related to the unauthorized opening of an Online Savings Account (“OSA”).
  On July 7, 2023, an individual opened an OSA with the Consumer’s information. On July 18, 2023, the Bank reviewed the OSA, identified security concerns regarding the Consumer’s identity, restricted the account, and opened an investigation. Later that same day, the Bank contacted the Consumer and the Consumer advised a Bank specialist that the account was opened without authorization. Due to an inadvertent error, there was a delay closing the unauthorized OSA.
  On October 19, 2023, the Bank completed the investigation, removed the restriction, and closed the unauthorized OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/16/2023

  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.

  In February 2022 I used my Apple Card to put a deposit of 338.75 to majestic resort in punta cana Dominican Republic for may of this year. The destination wedding was cancelled and I followed all the necessary steps to cancel within guidelines. Within 2 months of 2022 I paid off the balance. This year I started to review all my statements as my Apple Card has been hacked numerous times. While looking I saw that I paid for my balance and therefore, the monies should have been refunded and never was. I called Apple and what they tell me is that they have given me a credit while I dispute but they charge me right back for a service I fully paid for, cancelled and never attended. This has been ongoing and my impression is that Apple does not want to reach out of the country to confirm that I never went and cancelled. They tell me to call or get information which I can’t not obtain. They will not reimburse me when I ask that if I call to get proof will they reimburse the cost of placing the call. They continue to dispute saying they have given me a credit that I have never used as I always pay my card. But how can u give a credit for something I already had paid for in full and always being my acct to 0. Every month the claim to assert the dispute and every month I look at my statement and see the add it right back to my balance claiming they gave me a credit. How did u give a credit for something that was paid for and when I use my card I immediately pay for it. At this point this makes me want to close all my accounts. If they give me a credit, my acct should always be in the negative of that amount and any charges I add should be deducted. But again I always bring my account to 0 within a month or 2 and I never have an on going bill. I paid in full by March 2022 so they should not be tacking on the amount again and requesting payment. I wish I had never asserted a claim even if I took the loss of services. I have all my statements from then to prove I paid in full

  Business Response

  Date: 10/23/2023

  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 October 16, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ********* ******** (the
  “Customer”) related to a disputed transaction of $338.75 with merchant Majestic
  Resort.
  
  The Bank conducted an investigation and confirmed no error
  occurred. The Bank opened a dispute on February 1, 2023, for a transaction of
  $338.75 with merchant Majestic Resort which posted to the account on February
  21, 2022. The Customer stated the scheduled trip was cancelled and no visit to
  the resort occurred. Based on the investigation and the review of the evidence
  provided, the Bank resolved the dispute in favor of the merchant. Evidence
  provided by the Customer did not reflect any credit due. The temporary credit
  in the amount of $338.75 applied to the account on February 1, 2023, was
  removed and the Bank sent the Customer an email detailing the dispute outcome
  on April 18, 2023.
  
  The Bank confirmed the dispute was reopened on April 18,
  2023, June 23, 2023, and August 29, 2023. Based on the investigation and the
  review of the evidence provided, the Bank resolved the dispute in favor of the
  merchant. The merchant’s terms and conditions state deposits are non-refundable
  in the event of booking cancellation. The temporary credit in the amount of
  $338.75 applied to the account on April 18, 2023, June 23, 2023, and August 29,
  2023, were removed and the Bank sent the Customer emails detailing the dispute
  outcome on June 23, 2023, August 25, 2023, and October 19, 2023.
  
  The Customer may contact the Bank directly to request
  closure of the account. 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: 10/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Goldman Sachs gave me a credit of 338.75 which I had already paid. Within 2 months of making the reservation. My account was zero balance. I’ve never had a revolving credit open with my Apple Card. Any purchases I make, I pay off the following month. How can Goldman Sachs give a credit which I have never used. Any and all purchases made after that, get immediately paid. My account is never revolving. I use it, I pay it. Therefore, the credit that was given to me, was never used and paid for. Please request all my statements for my card. I paid my balance in full. Goldman Sachs appears that they DO NOT want to reach out, out of the country to verify I cancelled and never went to the destination. My issue now is that they want me to pay again. Again, the card was paid in full, never has been revolving, therefore I have never used the alleged credit. 
  
  
  
  Sincerely,
  
  
  
  ********* ********

  Business Response

  Date: 10/31/2023

  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 October 16, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ********* ******** (the
  “Customer”) related to a disputed transaction of $338.75 with merchant Majestic
  Resort.
  The Bank conducted an investigation and confirmed no error occurred. The Bank
  opened a dispute on February 1, 2023, for a transaction of $338.75 with
  merchant Majestic Resort which posted to the account on February 21, 2022. The
  Customer stated the scheduled trip was cancelled and no visit to the resort
  occurred. Based on the investigation and the review of the evidence provided,
  the Bank resolved the dispute in favor of the merchant. Evidence provided by
  the Customer did not reflect any credit due. The temporary credit in the amount
  of $338.75 applied to the account on February 1, 2023, was removed and the Bank
  sent the Customer an email detailing the dispute outcome on April 18, 2023.
  
  The Bank confirmed the dispute was reopened on April 18, 2023, June 23, 2023,
  and August 29, 2023. Based on the investigation and the review of the evidence
  provided, the Bank resolved the dispute in favor of the merchant. The
  merchant’s terms and conditions state deposits are non-refundable in the event
  of booking cancellation. The temporary credit in the amount of $338.75 applied
  to the account on April 18, 2023, June 23, 2023, and August 29, 2023, were
  removed and the Bank sent the Customer emails detailing the dispute outcome on
  June 23, 2023, August 25, 2023, and October 19, 2023.
  
  On October 30, 2023, The Bank mailed copies of every statement generated for
  the account starting back from December 2019. The Customer may contact the Bank
  directly to request additional details pertaining to the account. The Bank is
  available by phone at 1-877-255-5923 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: 11/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The bank has not sent me any statements dating back to 2019 as they are claiming. On the contrary, I am the one who had to go and print all my statements since that transaction occurred incurring me costs.  I also am attaching documentation which I was able to finally get by researching on Expedia and what they could give me after they reached out to Majestic resort. The only proof after so long they could provide was that I was a no show.
   I am not disputing anything regarding fees of cancellation as states the bank.  At this point I am willing to accept the loss of the deposit paid.  However, I am refusing to pay a second time. Although the bank gave me a credit, I have never “used it” as that credit has never been available to me.  I used my card and the next month I pay it right away. I have not had and charges or payments revolving month after month. Any purchases I do, I pay off right away. Therefore, the “credit” given, is never used and should not be charged on my card.  Ie if I had used the credit as a result of purchase made and owed, rightfully so I should owe the bank. But, since the credit is never used, resulting from any charges I make since I immediately pay off the charges, I do not owe the bank. They should remove the charge. The files I have gathered and printed are too large to upload. I have taken a few pertinent screen shots and provide a mailing address I will send all my statement as proof that I paid the deposit and any charges thereafter have always been paid. 
  
  Sincerely,
  
  
  
  ********* ********

  Business Response

  Date: 11/08/2023

  BBB Response
  ******** # BBB ******** (Rec’d November 1, 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 1, 2023. The Bank appreciates the opportunity to address the
  concerns raised by ********* ******** (the “Customer”) related to a
  transaction dispute of $338.75 with merchant Majestic Resorts.
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  transaction posted to the account on February 21, 2022. The Customer
  initially opened the dispute on February 1, 2023, April 18, 2023, June 23,
  2023, and August 29, 2023. The Bank applied a temporary credit while the
  dispute was investigated. The Customer stated the scheduled trip was
  cancelled and no visit to the resort occurred. The merchant’s terms and
  conditions state deposits are non-refundable in the event of booking
  cancellation. Based on the Bank's investigation, the Bank resolved the
  dispute in favor of the merchant. As a result, the Bank reversed the
  temporary credit on the Customer’s account on April 18, 2023, June 23, 2023,
  August 25, 2023, and October 19, 2023. The Bank sent the Customer an email
  detailing the dispute outcome.
  During the dispute investigation the Bank provides a temporary credit, so the
  Customer does not incur interest for the amount of the dispute and is not
  responsible for repayment. If the dispute is found in the Customer’s favor
  the temporary credit becomes permanent on the Customer’s account. If the
  dispute is found in favor of the merchant, the Bank rebills the Customer. The
  Bank confirmed the balance is correct and accurate.
  The Bank directs the Customer to review their February, through
  April 2023 statements where the original credit applied to their account was used
  to pay existing balances and new transactions.
  On October 30, 2023, the Bank mailed copies of every statement generated for
  the account starting on December 2019. The Bank attempted to contact the
  Customer on November 2, 2023, November 3, 2023, and November 6, 2023, but was
  unsuccessful.
  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 bank once again, gave me a credit for which I had initially paid off. Again, every charge that occurred after this incident was paid immediately. I never used the credit nor kept as I immediately pay off new charges. The bank need to go through all my statements as I have printed them all and see I have never used the credit given. I paid the balance immediately and after having my card hacked so many times I decided this year to go back through all my statement I printed and found that I paid for the service which I did not attend and opened a dispute to get reimbursed. Instead they give a credit which I’ve never used. If I had used the credit, my account will have been zero. But since I charge on the card, I pay immediately new charges the following month. Had I not gone back after being hacked so many times, I wouldn’t have opened up a can of worms as the bank refuses to acknowledge that any new charges, as on all my statements, I pay for so the credit is never used. This has been the worse experience even more so then the hacking of my cards. I have yet to receive the banks statement which I am now demanding as I refuse to pay one penny more in costs I am incurring. Since I have been the one doing the leg work in this “investigation”. 
  
  
  
  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 13, 2023. The Bank appreciates the opportunity to address
  the concerns raised by ********* ******** (the “Customer”) related to a
  transaction dispute of $338.75 with merchant Majestic Resorts.
  As stated in the Bank's previous response, the Bank conducted an
  investigation and confirmed no Bank error occurred. The transaction posted to
  the account on February 21, 2022. The Customer initially opened the dispute
  on February 1, 2023, April 18, 2023, June 23, 2023, and August 29, 2023. The
  Bank applied a temporary credit while the dispute was investigated. The
  Customer stated the scheduled trip was cancelled and no visit to the resort
  occurred. The merchant’s terms and conditions state deposits are
  non-refundable in the event of booking cancellation. Based on the Bank's
  investigation, the Bank resolved the dispute in favor of the merchant. As a
  result, the Bank reversed the temporary credit on the Customer’s account on
  April 18, 2023, June 23, 2023, August 25, 2023, and October 19, 2023. The
  Bank sent the Customer an email detailing the dispute outcome.
  During the dispute investigation the Bank provides a temporary credit, so the
  Customer does not incur interest for the amount of the dispute and is not
  responsible for repayment. If the dispute is found in the Customer’s favor
  the temporary credit becomes permanent on the Customer’s account. If the
  dispute is found in favor of the merchant, the Bank rebills the Customer. The
  Bank confirmed the balance is correct and accurate.
  The Bank directs the Customer to review the February 28, 2023, April 30,
  2023, June 30, 2023, and August 31, 2023, statements where the temporary
  credit applied to the account and was used to pay existing balances and new
  transactions.
  On October 30, 2023, the Bank mailed copies of every statement generated for
  the account starting on December 2019. The Bank attempted to contact the
  Customer on November 13, 2023, November 14, 2023, and November 15, 2023, but
  was unsuccessful.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 11/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 8/31/22 previous balance $133.06 + new charges =$534.51. 8/2022 new charges being paid balance owed $245.25 (credit not used). 10/2022 previous balance + new charges paid$287.97 balance left $148.91 (credit not used). 11/2022 balance with new charges 282.82 no credit used. 12/2022 balance 143.37. 1/2023 card almost paid, credit not used leaving balance of 46.35. By 3/2023 balance was -180.13, Overpayment. At this point the “credit” was billed again. 4/2023 balance now 313.74. May 2023 new charges $259.91. Paid off 6/2023 1.00 balance left. Credit given back still not used 1.00 balance left. 7/2023 total balance remaining 14.14. 8/2023 new charges $270.80. 9/2023 “credit” charged again bringing balance to $502.42. I used the card and paid the reservation back in 2022. I was given a credit back that I never used and the only reason that this has become an issue is bc I went back through my statements as a result of my card always being hacked and found that I used the card for a reservation, paid it off and then did not attend. Since I have not used that “credit” and as per phone calls made to Goldman Sachs Apple Card, prior to going to BBB that credit can not be used, I have already paid for the amount of 338.75. since the credit was not and could not be used i should not be billed for it again. This website is currently not allowing me to upload the same photos previously uploaded. 
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:10/13/2023

  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.

  Acct Name: APPLE CARD/GS BANK USA Amount: $9147 Date Opened:8/22/2019
  Acct # ****************
  
  Please remove the fraud Account from my Credit Report does not relate to any transactions that I have made.
  
  The credit bureaus keep disrespecting the law . I have showed them multiple times how they are violating the FAIR CREDIT REPORTING ACT .
  According to 15 USC 168i(15) the credit bureaus have to modify or delete account that are not reporting accurately.
  According to 15 USC 1681b(1) the credit bureaus don’t have no written permission
  According to 15 USC 1681 have the right to privacy
  According to 15 USC 168s-2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate .
  (B) Reporting information after notice and confirmation of errors
  According to 15 USC 1681 I have the right to privacy
  According to 15 USC 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
  (B) Reporting Information after notice and confirmation of errors
  A person shall not furnish information relating to a consumer to any consumer reporting agency
  (i) The person has been notified by the consumer, at the address specified by the person for such
  Notices, that specifies information inaccurate, and
  (ii) the information is, in, fact, inaccurate.
  The credit bureaus have no respect for the laws.
  Someone needs to hold them accountable for this.

  Business Response

  Date: 10/20/2023

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on October 14, 2023. The Bank appreciates the opportunity to address the
  concerns raised by ******** *********** (the “Customer”) related to an Apple
  Card account opened without authorization.
  
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Bank confirmed the account was booked on August 22, 2019. The account is
  currently under review. The Bank requires additional time to complete the
  investigation. If the Customer has any additional questions or concerns, the
  Customer can contact the Bank directly via chat using the Wallet App and/or
  via phone by calling ###-###-####.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.