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:10/09/2023

  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 Marcus to initiate a wire transfer. Apparently they have a policy that is not written for public viewing regarding "escrow wires". The money has to have existed in my account 6 months or longer. The only reason I opened the account was to save for future large purchases because of the interest rate they lured me in with. I find out the week of closing on my house that they cannot do transfers because of this policy that isn't written anywhere for me to see. Instead, they have risked my closing date (less than 5 days away) and late fees if they cannot clear this wire to my personal account in time for me to wire it again to the escrow account.

  Business Response

  Date: 10/16/2023

  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 9, 2023. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to a transfer from their ************** Account (OSA).
  On October 9, 2023, the Customer contacted the Bank to request an escrow wire transfer from their OSA to a third party. Unfortunately, the Bank could not honor a request to wire funds to a third-party, as the Bank requires transfers to be completed with an external account owned by the Customer, in accordance with the Banks Deposit Account Agreement (DAA). The Customer then requested an outgoing wire transfer to a linked account, which the Bank successfully processed the following day.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/07/2023

  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 rented a car and the amount for 746.76 was charged to my apple credit card. I notice that my card had a balance of 1385 due when I called they told me that my balance was only 642. That there was a computer error for another charge of 746.76 to my account that would be corrected in 10 business days. It has been 15 business days and the matter has still not been corrected. When I call now they tell me they don't know when this error will be corrected. Mean while I have been making payments that haven't posted to my account, I can't use my credit card. It's also being reported to the credit bureau that I'm over my limit and I'm not.

  Business Response

  Date: 10/13/2023

  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 8, 2023. The Bank appreciates the opportunity to address the concerns
  raised by ******* *** (the “Customer”) related to a transaction in the amount
  of $746.76.
  The Bank
  conducted an investigation and confirmed an inadvertent system error occurred.
  The account had a pending transaction in the amount of $746.76 in the
  Customer’s available credit that did not release within the expected timeframe.
  The Bank manually released the pending transaction on October 13, 2023, and the
  Customer’s available credit reflects the correct amount. The Bank contacted the
  Customer on October 13, 2023, to provide this information. The Bank does not
  report pending transactions to the credit reporting agencies and confirmed the
  account was reported correctly in the most recent furnishing with a balance of
  $641.00. The Bank regrets the frustrations the Customer experienced.
  Payments
  are applied to the outstanding balance on the business day the payment is processed,
  and 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 Apple Card Customer Agreement states after receiving a
  payment, the Bank can immediately increase the available credit, or delay
  increasing the available credit on the account for a period of time. The
  Customer can check the status of the available credit by going to the Apple
  Wallet, online at card.apple.com, or by contacting the Bank. The Customer’s
  payment in the amount of $65.00 made on September 26, 2023, reflected in the
  Customer’s available credit on October 5, 2023.
  Based on
  the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/06/2023

  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 have been with this company for several years without any issues. I have applied for a credit increase and have been denied without any reasonings. There shouldn’t be any credit pulled for a credit increase at all seeing i already am a customer with them.

  Business Response

  Date: 10/10/2023

  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 06, 2023. We appreciate the
  opportunity to address the concerns raised by ******** ******* (the “Customer”)
  related to a credit line increase request.
  The Bank conducted an
  investigation and confirmed no Bank error occurred. According to the Bank’s records, the Customer
  applied for a credit limit increase on September 16, 2023, and October 6, 2023.
  The Bank carefully reviewed the Customer’s GM Card account history and any new
  credit bureau information received as part of servicing the account. The Bank
  was unable to approve the Customer’s credit limit increase
  request. Consequently, and in adherence with applicable law, the Bank sent
  the Customer an email on September 16, 2023, and October 6, 2023, detailing the
  reasons why the Bank could not approve the request. The Customer can request a
  credit limit increase review at any time however, the Bank recommends the
  Customer wait at least 90 days to allow time for the GM Card account history
  and credit history to update. 
  Based on the above details, we kindly request this complaint
  to be closed.

• Initial Complaint

  Date:10/06/2023

  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 with this debt with apple card- gs bank usa. I do not have a contract apple card- gs bank usa, they did not provide me with the original contract as i requested.

  Business Response

  Date: 10/12/2023

  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 6, 2023. The Bank appreciates the opportunity to address
  the concerns raised by ******* ***** (the “Customer”) related to validation
  of Debt.
  The Bank conducted an investigation and confirmed no Bank error
  occurred.  According to the Bank’s records, the Customer opened the
  account on September 2, 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 Bank sent the Customer documents validating the Customer's debt including
  a copy of the Apple Card Customer Agreement and 12 months of statement
  history showing records of transactions and payments to validate the balance
  and the debt owed on October 9, 2023. The Customer is responsible for the
  balance on the account in the amount of $1,355.88 provided in the latest
  statement from August 31, 2021.
  The Bank does not have record of the Customer previously requesting
  documentation regarding the account. The Bank is unable to remove the Apple
  Card account from the Customer’s credit report.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:10/04/2023

  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 a savings account with Marcus GS about 7 months ago. Around the beginning of September I asked to withdraw my 10k plus interest to put in another account. They said that the account I wanted to deposit the money in wasn't verified so they had to make some small deposits, I said I need the money sooner. Oh I forgot to say that I had this account on lock (5/10/23)because of a unrelated fraud case not involving Marcus GS. Anyway after missing two calls from them (I was in meetings) they didn't transfer the funds and instead just made micro depoits of .25 cents and .22 cents, then the 10K never came, I called and then they said I had to call again to do the transfer. So when I called on 9/29/23 someone had hacked my account and over half of it was gone. Employee said it just had happened an hour and 20 min before and this would be resolved soon and could be stopped. I called today (10/3/23) and now they won't even give me what's left in the account (4,600).
  The reason I am complaining is because the theif was able to transfer funds without verifiying the Wells Fargo account that the money went to even though I had locked the account! So theives can get my money but nothing I do gives me access to my money. I have called them so many times before the money was stolen. They say it will take 30-45 days for the investigation, but I've been trying to access my funds for almost a month. The friend that referred me to this account had a hard time accessing their funds too when he wanted to buy a house. They must have some bad policies that helps them hang on to other peoples money.
  I had to verify my account but theif did not and now they won't give me any of the money while they investigate-absurb

  Business Response

  Date: 10/11/2023

  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 October 4, 2023. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the “Customer”) related to unauthorized transfers from their Online Savings Account (“OSA”).
  On September 28, 2023, the Customer contacted the Bank to inform of unauthorized transfers made from the Customer’s OSA. The Bank restricted the account and opened an investigation into the Customer’s concerns. On October 10, 2023, the Bank completed its investigation and applied a credit to the Customer’s OSA for the disputed funds. Later that day, the Bank attempted unsuccessfully to contact the Customer to clear the security concerns.
  The Bank requests the Customer to contact the Bank at ************** (###-###-####, Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to clear the security concerns.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/03/2023

  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 failed on the following fronts:
  
  1. My money was stolen ($20,000) from a Marcus savings account that had 0 protection by the company. They have yet to do anything to help me retrieve these funds.
  
  2. The interest I lost on the stolen $20,000 at 5.40% interest rate, this has NOT been reimbursed to me in any form or fashion
  
  3. My compromised account was closed and a new one opened mid month of September. Marcus failed to pay me the interest my account accrued from September 1-13th for over $235,000. Days have gone by and that interest has not been paid. They are in full breach of their contract.

  Business Response

  Date: 10/11/2023

  BBB Response ******
  ID 20694228
  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 4, 2023. The Bank appreciates the opportunity to address the concerns raised by ***** ****** (the “Customer”) related to an unauthorized transaction from their Online Savings Account (“OSA”).
  On September 14, 2023, the Customer contacted the Bank to dispute a transaction on their account. Subsequently, the Bank restricted the account and opened a dispute investigation. In addition, the Bank assisted the Customer with closing the compromised OSA and opening a new OSA. On October 4, 2023, the Bank completed its investigation and confirmed the unauthorized transaction and credited the Customer’s OSA. Additionally, the Bank mailed a letter to the Customer with the results of the investigation.
  On October 5, 2023, the Bank contacted the Customer and confirmed that the interest paid on their OSA is accurate. Due to the experience, the Bank will be providing a credit to the Customer’s account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/03/2023

  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 never gave my permission to anyone furish this account on my credit report. Please Delete this account immediately.
  
  1) GoldMan Sache Bank USA / Apple Card Account # ************** 

  Business Response

  Date: 10/09/2023

  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 3, 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 no Bank error occurred.
  According to the Bank’s records, the Customer opened the account on February
  1, 2021. 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 April 2021, May 2021, June 2021, July 2021, August 2021, and
  September 2021. 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. Additionally, the Bank charged off the Customer’s
  account on September 30, 2021. The Bank confirmed the credit reporting is
  correct and accurate, the Bank is obligated to report accurately to the
  credit reporting agencies. The Bank is unable to remove the Customer’s past
  due or charged off credit reporting.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:09/27/2023

  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.

  From 9/22- 1/23 - Apple card/ Goldman Sachs was reported delinquent payments in the amount of ****.- In 1/23 - my apple id was held due payment. I contacted apple and found out that there was a charge of **** that was not done by me. my apple id was restored. On 9/18/23 - i applied for a home loan for purchase of a new home and was notified of the delinquency reporting of goldman sachs. I contacted apple on 9/18/23 to ask them to remove the delinquency reporting on 9/22-1/23. They filed a dispute at that time on my behalf. On 9/26/23 i received an email from Apple Card- that stated according to their records it was reported correctly and no changes were to be made. I am disputing this because the initial charge was not made by me it was fraudulent - as a result of this affected the interest rate I can get on my home.

  Business Response

  Date: 10/04/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB)Complaint Portal on September 28, 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. The Customers concern references a charge in the amount of $1.29 that occurred on July 11,2022. This charge is a Daily Cash Adjustment related to a credit that was applied to the Customers account from a dispute with the merchant etmatsw.com in the amount of $64.32. The Apple Card Customer Agreement details the handling of a return on an account, including that the Bank will charge an account an amount up to the amount of any Daily Cash accrued for the transaction(s) related to the return (a Daily Cash Adjustment).
  The Customer did not make a payment to satisfy at least the minimum amount due by August 31, 2022, until February 23, 2023. As a result,the Bank reported the Customers account past due to the credit reporting agencies. The Bank successfully delivered Statements, Payment Due Reminders,Missed Payment Reminders, and Eligible for Bureau Reporting reminders to the email address on file for the Customer. The account has been reported accurately to the credit bureau reporting agencies. The Bank is obligated to report accurately to credit reporting agencies.
  As a courtesy, on October 3, 2023 the bank backdated the customer's payment of $1.29 that posted February 23, 2023 to reflect posted on August 31, 2022. The Bank submitted an update to the credit reporting agencies to change the past due reporting to current. The Customer should allow up to 30 days for the changes to reflect on the credit reporting.
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 10/05/2023

   
  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:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/26/23 to unlock my credit card and an account I contacted customer service at ******************** regarding my GM rewards card. In the process I learned that Marcus GM rewards credit card team started employing an outdated 3rd party service to confirm that the registered numbers are signed up in the name of the owners, however that system is widely inaccurate and shows my phone number ********** as inactive. On the recorded line I specifically put on the record that I AM CALLING THE CUSTOMER SERVICE WITH ********** NUMBER and I FULLY VERIFIED MY IDENTITY WITH MY NAME ADDRESS, SOCIAL SECUTIRY NUMBER AND ALL INFORMATION FROM MY CREDIT REPORT. However, because the new 3rd party system that Marcus GM employs, to verify my identify Marcus needed to place an outbound call to 267 number which I was calling from. But because the 3rd party system shows my 267 as inactive (IRONICALLY I WAS CALLING FROM IT AND COULD NOT HAVE BEEN INACTIVE) the outbound call cannot be placed and my card and my account cannot be unlocked. Instead they will be sending me the affidavit of identity which I need to fill out and go to a notary and get it notiarized and request a day off to complete that and mail it back. OUTRAGEOUS! ALL BECAUSE THE OUTDATED 3rd PARTY SYSTEM WITH MARCUS SHOWS MY PHONE NUMBER INACTIVE. WHICH IS FULLY ACTIVE BECAUSE I WAS CALLING FROM IT. AND IT WAS THE REGISTERED PHONE NUMBER ON FILE. Even customer service rep that I spoke to last, said this is absolutely ridiculous that Marcus has to send affidavits in physical mail because of the 3rd party system to verify the customer to allow him continue using his card.I am requesting that a senior supervisor look into this ridiculous situation and **** my ********** number as active because how would that customer be able to call the customer service line from the 267 number if it was inactive? I would be satisfied with reactivating my registered number in the system and reactivating my account and an apology for inconvenience.

  Business Response

  Date: 10/02/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on September 26, 2023. We appreciate the opportunity to address the concerns raised by ********************* (the Customer) related to a locked account and third-party verification.
  
  ******** conducted an investigation and confirmed no Bank error occurred. As a part of a regular account review process, the Bank placed a restriction on the account on September 26, 2023, until additional research could be completed.******** contacted the Customer to verify the needed information but was unable to verify the needed information over the phone. As a result, the account remains restricted, and an affidavit was mailed to the Customers verified address on September 27, 2023. Both sides of the document will need to be completed, then signed by the Customer and Notary. Once the document is completed, it can be mailed back to Goldman Sachs Bank ***, PO Box *****,************, ** 19176-0321.
  The Terms and Conditions agreed upon when opening the account state that the Bank may use third-party sources to service the account. When the Bank is unable to verify Customers over the phone, an affidavit is mailed to the Customer with a request to be completed with a Notary. ******** conducted a review of interactions and was unable to locate any record of misinformation provided by a Bank representative. ******** apologizes for any frustrations the Customer experienced.
  
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20660202
  
  I am rejecting this response because:

  with all due respects, this representative is ignoring the obvious fact that the 3rd party verification system isnt not providing accurate information to the bank. Specifically, the third party phone number verification states that the number I registered my account with isnt registered in my name. Note that I no terms service require you to sign up for a post paid account, and prepaid cellphones would not even have any name attached to them because they are prepaid cellphones. However, in my case, the phone number is registered in my name and I offered a 3way call with AT&T to confirm that ********** number is registered in my name, however the company actively ignored accurate representations and instead relied on inaccurate information provided by a 3rd party data broker that doesnt have my name associated with my registered number.

  Does that make sense to any reasonable person? My name is registered to my phone number and ATT carrier verifies that, yet the Goldman Sacks ignores this fact like it doesnt even exist and instead relies on inaccurate information which in fact violates their own terms of service as they are at this point not acting in good faith and subject the company to further liability for relying on inaccurate data from a 3rd party broker and rejecting direct verification from the phone carrier that my phone number is registered in my name.

  Not to mention that requiring customers to only use post paid accounts rather than prepaid the company would be discriminating based on an economic or social group of customers by only extending services to those who chose more expensive post paid phone accounts, because again, prepaid accounts and prepaid phone numbers are not linked to any name making 3rd party verification system entirely inaccurate and useless in requiring that to place an outbound call to the customer the registered number must also be registered in their name.

   

   

  furthermore the company misstated the facts of the case and contradicts the facts already in the record. More specifically, upon a review of phone calls the customer made with the company he was told the reason why the company needed to place an outbound call to him and was unable to was because I tried to add a credit card to apply pay on a new phone and the company needed to place an outbound call to my number, but yet because of the faulty 3rd party data broker the company could not place that outbound call because that broker showed that my ******************************** my name, where in fact it was and ATT is willing to testify and be available as a witness for any subsequent arbitration proceedings.

  DOES THE COMPANY ADMIT THE **** THAT 3rd party data broken supplied the company with inaccurate information about my phone numbers ownership in light of provided explanations and testimony if needed from the carrier themselves stating it it my number with my name on it ? Or the company is actually ignoring this fact and continuing to violate their own terms of service by continuing to rely on an inaccurate information provided by the broker to the company regarding the name on my cellphone account ?

   

   

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

• Initial Complaint

  Date:09/26/2023

  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.

  Goldman Sachs Bank and the Apple Card they issue, have had a pending charge on my account for $346.33 for over 6 weeks. This pending charge has stayed on my account even after the purchase from ************* in the same amount posted to my account. I called after a week and was told I had to wait 14 days, at which point they could submit a technical ticket to remove the pending charge. I called after 14 days and was told I had to wait 30 days. I called after 30 days at which point I had to ask for a manager to submit the technical ticket. Now after 2 weeks after submitting the technical ticket, ** told the technical ticket is still being worked on. I am looking to get the $346.33 removed my account and the balance corrected.

  Business Response

  Date: 10/03/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on September 26, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer)related to pending transactions and customer service.
  
  The Bank conducted an investigation and confirmed inadvertent system and processing errors occurred. The Banks records indicate that a transaction of $346.33 with merchant ************* & Resorts was authorized on August 12, 2023. The transaction was posted to the account on August 14, 2023. Due to a system error, the transaction amount of $346.33 also still reflected as pending and adversely impacted the Customers available credit. The Bank confirmed that the issue has been resolved as of October 2,2023, and the available credit is correct and accurate.
  
  The Customer contacted the Bank on August 19, 2023. Due to an inadvertent processing error, correct steps were not taken to escalate the technical issue present on the account. The Customer contacted the Bank on August 29, 2023, and appropriate action was taken to escalate the issue for further review. The Bank regrets any frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 10/03/2023

   
  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,
  
  *******************