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:10/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marcus by Goldman Sachs is a scam. They are using the apple credit card for business but discriminate against the applicants they don't want. I have attempted to apply for their card several times via the internet and by using the Iphone to no avail. Each time I apply they tell me they cannot verify my identity. They then tell me to reapply and when I do they deny me for to many attempts. I have spoken to Apple and the Marcus by Goldman Sachs credit card representatives several times in the past month to no avail. I have also pulled my credit history from ********** and my score is around 800. I believe they are denying me because of my age. If I could prove this I would file a complaint with the authorities. If you review their application policies you will see this happens frequently. I believe they are to selective and want an answer. I have verified my address my name SSM DOB and all necessary information required. They are playing games and being selective. Please advise.*********************************

  Business Response

  Date: 10/21/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 15, 2022. We appreciate the opportunity to address the concerns raised by ********************************* (the Customer) related to declined applications for the Apple Card.
  ********s records indicate the Customer submitted multiple applications for the Apple Card between September 21, 2022 and October 17, 2022. As part of the application process for the Apple Card, the Bank conducted a review to research any red flags identified and to verify the identity of all applicants. ******** does this to protect Customers from identity theft and fraud. Subsequently, the Bank declined the applications as a result of the inability to verify the identity of the applicant. Consequently, and in adherence with applicable law, the Bank sent the Customer an email detailing the reasons the application was not approved.
  ******** conducted an investigation and confirmed a processing error occurred resulting in some of the Customers applications being declined incorrectly. However, the Bank also determined that some of the applications submitted were declined as a result of the Customer uploading an illegible ID and providing inaccurate personal identifying information.  
  ********s records indicate that the Customer most recently submitted an application on October 17, 2022. ******** was successfully able to verify the Customer and the application was approved. A Bank representative contacted the Consumer on October 18, 2022 and addressed the Customers concerns. The Bank regrets the frustrations this customer experienced.
  ********************************************* Bank does not consider the following when making credit decisions: race, color, religion, creed, national origin, ***, marital status, age (provided the applicant has the capacity to contract), military status, familial status, sexual orientation, gender identification or expression, disability, receipt of public assistance, whether an applicant exercised rights under the Consumer Credit Protection Act, or any other prohibited bases under state laws.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:10/15/2022

  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.

  Apple Card from Goldman Sachs keeps allowing a company called
  Pepcid to charge my card and I have complained, disputed and changed my card because I did not want this product. I did the trial version and when I tried to cancel there was nowhere for me to call. I got the trial subscription through text message and when I tried to text them it didn’t go through. I have called Goldman Sachs several times I have chatted with them several times yet they still allow this to hit my bill and told me there’s nothing they can do about it I want the charge removed from my card. The charge is $69.00

  Business Response

  Date: 10/21/2022

  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 15, 2022. We appreciate the opportunity to address the concerns raised
  by ***** ******* (the “Customer”) related to transactions in the amount of
  $69.69 with the merchant Peptiva posted on May 21, 2022, June 21, 2022, and
  July 20, 2022.
  
  The Bank performed an investigation and confirmed no error occurred. The
  Customer contacted the Bank and initiated a dispute for the transaction posted
  on May 21, 2022. A temporary credit in the amount of $69.69 was applied to the
  account. Based on the Bank’s investigation and lack of merchant evidence, the
  Bank resolved the dispute in favor of the Customer. The temporary credit in the
  amount of $69.69 that was applied to the Customer’s account was made permanent
  on July 31, 2022. The Bank sent the Customer an email detailing the dispute
  outcome.
  
  The Customer contacted the Bank and initiated a dispute for the transaction
  posted on August 30, 2022. A temporary credit in the amount of $69.69 was
  applied to the account. Based on the Bank’s investigation and a review of all
  evidence available, the Bank resolved the dispute in favor of the Merchant.
  Merchant evidence indicated the Customer did not cancel the transaction before
  the date required and included proof of delivery of the merchandise to the
  address associated with the Customer’s account. The temporary credit was
  reversed from the Customer’s account on October 20, 2022, and the Bank sent the
  Customer an email detailing the dispute outcome.
  
  The Bank confirmed a dispute has been opened on October 15, 2022 for the $69.69
  posted July 20, 2022, and applied a temporary credit to the Customer’s account
  while the dispute is investigated. The Customer was sent an email communication
  on October 20, 2022 requesting the Customer send any additional information or
  evidence that may help with the investigation to the Bank by October 27, 2022.
  The Customer’s dispute with Peptiva remains under investigation, and the Bank
  expects completion within two billing cycles after date of receipt, and no later
  than 90 days from date of receipt. During the investigation, the Customer does
  not incur interest for and is not responsible for repayment of these
  transactions.
  
  Based on the above details, we kindly request this complaint be closed.

  Business Response

  Date: 10/31/2022

  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 24, 2022. We appreciate the opportunity to address the concerns raised
  by ***** ******* (the “Customer”) related to transactions in the amount of
  $69.69 with the merchant Peptiva posted on May 21, 2022, June 21, 2022, and
  July 20, 2022.
  As provided in the Bank's previous response, the Bank conducted an
  investigation, and confirmed no error occurred. The Customer contacted the Bank
  and initiated a dispute for the transaction posted on May 21, 2022. A temporary
  credit in the amount of $69.69 was applied to the account. Based on the Bank’s
  investigation and lack of merchant evidence, the Bank resolved the dispute in
  favor of the Customer. The temporary credit in the amount of $69.69 that was
  applied to the Customer’s account was made permanent on July 31, 2022. The Bank
  sent the Customer an email detailing the dispute outcome.
  The Customer contacted the Bank and initiated a dispute for the transaction
  posted on August 30, 2022. A temporary credit in the amount of $69.69 was
  applied to the account. Based on the Bank’s investigation and a review of all
  evidence available, the Bank resolved the dispute in favor of the Merchant.
  Merchant evidence indicated the Customer did not cancel the transaction before
  the date required and included proof of delivery of the merchandise to the
  address associated with the Customer’s account. The temporary credit was
  reversed from the Customer’s account on October 20, 2022, and the Bank sent the
  Customer an email detailing the dispute outcome.
  The Bank confirmed a dispute has been opened on October 15, 2022 for the $69.69
  posted July 20, 2022, and applied a temporary credit to the Customer’s account
  while the dispute is investigated. The Customer was sent an email communication
  on October 20, 2022 requesting the Customer send any additional information or
  evidence that may help with the investigation to the Bank by October 27, 2022.
  The Bank resolved the dispute in favor of the Merchant. Merchant evidence shows
  the merchandise was delivered to the Customer’s address on July 25, 2022. The
  Customer did not cancel the transaction before the date required. The Customer
  has not provided additional evidence showing the subscription was cancelled or
  the merchandise was returned. The temporary credit will be reversed, and the
  Bank will send the Customer an email detailing the dispute outcome once the
  dispute is complete.
  Based
  on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 11/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I keep saying the same thing over and over. I had no way to reach the merchant. There was no return info in the mailing package, when I contacted the credit card they could not give it to me, I looked online and could not find it so I asked to block and change my card number. That was fine and I was still billed! Obviously if all of that could not stop the fees I had no other alternatives. I do not want, need or accept this product 
  
  Sincerely,
  
  
  
  ***** * *******

• Initial Complaint

  Date:10/10/2022

  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.

  -uncooperative when closing the account - continued late fees charged after past due bill was paid - changed billing date cycle and terms of billing with out my knowledge -

  Business Response

  Date: 10/14/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 11, 2022. We appreciate the opportunity to address the concerns raised by ********************* (the Customer) related to a late fee and the billing cycle.

  
  The Bank conducted an investigation and confirmed no bank error. The Customers due date, the 2nd of every month, remained the same as it was prior to conversion. To avoid interest charges, Customers are required to pay the statement balance in full by the due date. According to our records, the Customer did not pay the full monthly balance for the statement generated on July 5, 2022. As a result, they were charged $5.05 of interest and a $29.00 late fee on August 5, 2022. The Bank charged trailing interest in the amount of $1.57 on September 5, 2022. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement.

  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:10/10/2022

  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 was marked as 30 days past due on my credit for a late payment. Payment due the 15th of every month. Payment was due 08/15/2022 for 130.34, received statement verifying due date. Scheduled and made payment 09/14/2022 for 132.90 which was the remaining loan balance. Received a 30 day late marker for September even though payment made a day before the next due date which would have been 09/15/2022. Called 10/10/2022 to follow up with the issue that I was advised escalated when I called a week prior. Spoke with CSR "Milton" who advised that it was investigated and determined that the 30 day late marker was correct, based on being past due, not 30 days past due, but past due. Requested to speak with a supervisor, Spoke with "Nanette" whom proceeded to dance around the issue by discussing a due date change which I never requested, still couldn't explain why I was marked 30 days past due for a payment made 1 day prior to the due date, only repeating that the investigation was already resolved and there was nothing else she could do. I requested to speak with someone above her, she refused to transfer, wouldn't provide a manager's name or info, only transferred me to someone whom was supposedly a supervisor by the name of "Jamira" whom proceeded to say that because August has more days than September is why it was considered 30 days past due. I have statement bills that shows each pmt due date for 08/15/2022 and 09/15/2022. Payment should not be marked as 30 days past due if made on 09/14/2022.

  Business Response

  Date: 10/17/2022

  Marcus by Goldman Sachs, a brand
  of Goldman Sachs Bank USA (the “Bank”), received the above referenced complaint
  via the Better Business Bureau (“BBB”) Complaint Portal on October 10, 2022. We
  appreciate the opportunity to address the concerns raised by ******* *********
  (“the Customer”) related to the past due status of their loan and information
  furnished by the Bank to Consumer Reporting Agencies.
  The Customer alleges an error
  around reporting of their account to the Consumer Reporting Agencies. The Bank
  conducted an investigation and reviewed the information provided by the
  Customer, as well as our records, and determined that no error occurred.
  The Customer made a payment of $5,000 on July 5, 2022. Of
  the $5,000, $788.94 satisfied the Customer's payments due June 15, 2022, and
  July 15, 2022. The remaining $4,211.06 was applied towards the loan principal.
  The payment due on August 15, 2022, in the amount of $130.35 was not received
  until the Customer's payment of $132.90 on September 14, 2022, making the
  account 30 days past due.
  With the latest payment to Marcus by Goldman Sachs, the
  Customer has paid off all obligations related to their personal loan (*************).
  Based on the above details, we
  kindly request this complaint be closed.

  Business Response

  Date: 10/26/2022

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above referenced complaint via the Better Business Bureau (“BBB”) Complaint Portal on October 19, 2022. We appreciate the opportunity to address the concerns raised by ******* ********* (“the Customer”) related to the past due status of their loan and information furnished by the Bank to Consumer Reporting Agencies.  
  The Customer alleges an error around reporting of their account to the Consumer Reporting Agencies. The Bank conducted an investigation and reviewed the information provided by the Customer, as well as our records, and determined that no error occurred.  
  The Customer made a payment of $5,000.00 on July 5, 2022. Of the $5,000.00, $788.94 satisfied the Customer's payments due June 15, 2022, and July 15, 2022. The remaining $4,211.06 was applied towards the loan principal. The payment due on August 15, 2022, in the amount of $130.35 was not received until the Customer's payment of $132.90 on September 14, 2022, making the account 30 days past due. 
  With the latest payment to Marcus by Goldman Sachs, the Customer has paid off all obligations related to their personal loan (*************).  
  We have previously received and responded to the Customer’s dispute, with our most recent response on October 17, 2022. Our position remains that no error occurred. 
  Based on the above details, we kindly request this complaint be closed. 

  Customer Answer

  Date: 10/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I again do not agree with the response or position of Marcus Goldman Sachs and their finding which is not recognizing their error and refuse to go back and forth since the Credit Reporting Agencies that I disputed with recognized the error which I included in my last attachment response. I want my complaint to go in record with the BBB and publicly displayed against Marcus Goldman Sachs, I will continue to post on Social Media accounts and Google review about how Marcus Goldman Sachs treats its customers, especially those who pay off loans earlier, the customer service by its reps are horrible and how they treat people and I will NEVER USE THEM AGAIN IN LIFE, I don't care if they approve me for 100k loan. The BBB doesn't need to pursue any other action other than posting my complaint and issue since the Credit Bureaus resolved this at this time, it's beyond sad I had to go that route, my attorneys will be in touch with Marcus Goldman Sachs
  
  
  
  Sincerely,
  
  
  
  ******* ********* Jr

• Initial Complaint

  Date:10/08/2022

  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.

  Ok, so a few days ago this company sent me a letter inviting me to apply for a GM Card.
  
  I just got my first Chevy last year and love these trucks, so naturally I took upon their offer and applied.
  
  Then I was sent an email about their them needing ID for verification. I thought, "No Problemamo," because I've been asked to do the same thing for other credit card companies that I was approved for in the past.
  
  Well it's been quite a few days now and I'm still stuck on that part...All because of this company's ridiculous policies and their obviously very incompetent web developers.
  
  (Hey, kinda off topic but I have lots of years of education and experience with web developing and after what I've seen so far, I'm confident enough to say that I could create a website better than your tech guys in my sleep. So if you ever have a job opening, call me). ;-P
  
  Anyways...Back to the topic at hand, ahem!
  
  Everytime I go to upload my Driver's License to fulfill their request and verify my phone number through their texted code, I'm given this very same and dreaded blank page that gives me no option for uploading what they've asked for(Please see attached). Doesn't matter if I'm on the phone or computer, if I clear my cache, etc. I've been back and forth with their support and kept getting the run-around - And then it gets even more ridiculous...And this is the reason I've resorted to a complaint - Support basically told me there's nothing they can do and that I can't even send them a snapshot of the blank sort of page I'm getting, much less just email them a copy of my ID.
  
  Lol, what?! Folks, this is a billion dollar company with the world at their fingertips...How in the world...They told me that my only option to submit my ID was through the upload link and thus I would have to redo the application all over again...Um, no thanks. Never in my life have I heard of a company being that rigid to such a extreme parody.
  
  Please see attached to see what I'm talking about.

  Business Response

  Date: 10/13/2022

  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
  9, 2022. We appreciate the opportunity to address the concerns raised by ****
  ******** (the “Customer”) related to ID verification.
  The Bank
  conducted an investigation and confirmed a tech issue is present when
  attempting to upload documents. The Bank is requesting the Customer mail a copy
  of the state ID that was attempted to be uploaded to the following address for
  review:
  Marcus by
  Goldman Sachs
  Salt Lake
  City Branch
  ** *** *****
  Philadelphia,
  PA 19176-0321
  
  Based
  on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 10/15/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Given how close the due date is, iw there no way for me to just email or fax it? I even sent you a copy through facebook.
  
  
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:10/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2022, I opened an online CD account with Marcus and was not receiving paper statements. By July 2022, I noticed my balance was lower than what was expected based on my interest rate but the online portal was not reflecting any debits. I've opened many CDs and never experienced this before. I called Marcus **************** and the representative could not identify the issue and escalated my concern. I started downloading my monthly .pdf statements and noticed I was being debited for Federal Backup Withholding each month. I contacted the *** who stated they did not initiate the action. Once the Marcus escalation supervisor contacted me, circa 8/2/2022, they indicated that I erroneously established the CD account and must have checked a box during the initial setup that stated I was subject to Federal Backup Withholding. I denied the allegation and stated it may have been an issue with their web hosting site. She then condescendingly said it's "ok" to make mistakes, and that I was "only human." I stated based on my life experience, I doubted I selected such an option. She replied that many people have been selecting the option and causing themselves debits (which is a red flag), but could not provide proof that I caused this issue. She stated Marcus required an ink signature for identification verification to stop debiting the account and could only return monies debited within the last 30 days (going back to the beginning of July). I received the required document within the a few days and signed/returned it immediately. Marcus received it on 8/11/22, but did not stop debiting my account in August or September nor did they return any withheld funds. On 10/2/22, I again spoke with Marcus (Rep: ******** who asked me if I have contacted the ***??? I asked for an escalation supervisor to contact me. This is beyond frustrating and utter incompetence, and the customer is suffering the financial loss and inconvenience. Marcus should take accountability and rectify.

  Business Response

  Date: 10/07/2022

  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 1, 2022. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to backup withholding applied to their Certificate of Deposit (CD).
  According to Bank records, on March 12, 2022, the Customer opened a CD and electronically signed the Signature Card. The Customer contacted the Bank on August 2, ******** inquired why the CD was subject to backup withholding. The Bank Specialist advised the Customer that when the Signature Card was signed online the Customer also checked the box for backup withholding. The Bank Specialist advised the Customer that they can update their backup withholding selection with a corrected paper signature card.
  On August 5, 2022, the Bank mailed the paper Signature Card to the Customer, which the Bank received on August 9, 2022. However, a Bank Specialist inadvertently did not remove the Backup withholding during processing.  The Customer notified the Bank of this error on October 3, 2022 and requested to close the CD without an Early Withdrawal Penalty, which the Bank approved and completed on October 5, 2022.
  Due to the experience, the Bank has decided to refund the backup withholding amount.The Customer can expect to receive a check to the address on file within 3-5 business days.
  Based on the above details, the Bank kindly requests that this complaint 

  Customer Answer

  Date: 10/13/2022

   
  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.It should be noted that actions specified in the resolution presented by Marcus have not been fulfilled at this time, for example, I have not received the described refund. Once I receive the total amount withheld for Federal Backup Withholdings, I will close the complaint. Thank you for supporting this resolution, I wish Marcus would have provided the same resolution to me months ago without involving the BBB.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/02/2022

  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.

  10/01/2022 - I was declined for an office supply order with Microcenter in Duluth, GA. I called Marcus to inquire why the transaction was declined. The rep I spoke to on the phone stated my account was under investigation and that I needed to wait 5-7 Business days for someone to call me back. I asked the rep to speak to a supervisor and was put on a very long hold to be told the same thing. The customer service is absolutely horrific. Goldman Sachs - Marcus what a joke. We dont have issues like this with any of our other creditors. The company promises you a generous trade line but when you try and use the account you are declined. I own and operate a very successful financial company and we would never treat our customers like this!
  
  hoping that the CFPB and FTC eat you guys up as the practices of your company are borderline fraud!.

  Business Response

  Date: 10/04/2022

  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
  2, 2022. We appreciate the opportunity to address the concerns raised by J
  ******** (the “Customer”) related to a restricted account.
  
  As
  a part of a regular account review process, the Bank placed a restriction on
  the account until additional research could be completed. The Bank verified the
  needed information and confirmed that the Customer’s account is available for
  use as of October 3, 2022.
  
  Based
  on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 10/05/2022

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

  I used the card one time today, then proceeded to use it again and I was declined yet again. :(
  
  Sincerely,
  
  
  
  * ********

  Business Response

  Date: 10/12/2022

  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
  5, 2022. We appreciate the opportunity to address the concerns raised by *******
  ******** (the “Customer”) related to a declined transaction.
  
  The
  Bank conducted an investigation and confirmed no bank error. As a part of a
  regular account review process, the Bank may place a restriction on a GM card for
  suspected fraud until the transaction can be verified. The Bank verified the
  needed information for the declined transaction and the Customer has since made
  multiple purchases successfully.
  
  Based
  on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:09/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My GM rewards card originally with Capitol One was purchased by Goldman Sachs & became the Marcus card. I have been a cardholder of this card since ****. I had no idea the card was changing companies until i found out when i went online on 2/27/22 to make my monthly payment which was due next day 2/28. I found out that my Capitol One acct was blank and had some info about Goldman Sachs. I attempted to set up the acct but was not able to so i called in and made a phone payment with a GS rep. I continued to have issues setting up an acct on line and called in for assistance. I had a rep assist me thru the process to no avail. Was not working at all. I told her to just send me statements in the mail as i had been getting all the while with Capitol One. The statement would come monthly and i would pay either by check or on line. It took me at least 2 months to get the statements in the mail. Did not recieve until May meanwhile I had been accruing both late fees and intrest charges. I spoke to multiple reps some which I have written down names after nothing was getting accomplished. One rep i was on the phone with for an hour trying to get this corrected. Long story short, the last rep i spoke to was going to have management review and see if the fees could be reversed. I stopped using the card altogether. Last time was in February and had a ***** and change balance. They put intrest and late fees until the bill is now ****** & escalating every month. I paid the entire bill to stop the insanity. I have never experienced incompetence like this at all. Frustration beyond imagine. This is how a 32 year customer is treated? I had to reach out and do something as they were not willing to do anything but destroy my credit. I figured i would have to phone in a payment but guess what? I went online and was able to set up an online acct with ease and no problems whatsoever. Well i guess they must have fixed their problems with their website after all these months. Please HELP!

  Business Response

  Date: 09/30/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on September 28, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Customer)related to statements and fees.

  The Bank conducted an investigation and identified a potential tech issue that *** have affected the Customer. As a courtesy, the Bank waived interest and fees totaling $51.33 on September 29, 2022. The Bank is unable to credit additional fees or adjust credit reporting. The Bank regrets the frustrations the Customer experienced.

  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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 May 2022 I noticed a duplicate transaction. I disputed the transaction and one transaction was refunded. I later transferred money from my Woodforest account into my Goldman Sachs account. The account showed a one deposit but charged my Woodforest account twice. I contacted Goldman Sachs and was unable to get any help. I contacted Woodforest and they addressed on their end. I was then locked out of the Goldman Sachs account. I contacted Goldman Sachs and they asked to call the bank with me on the phone and verify it is my bank. We called the bank and was sent to voicemail. I thought the whole process was ridiculous as I had been with Goldman for a few years. I ultimately moved my money out of the Goldman Account. I have requested copies of my statements on multiple occasions as I am having an issue with vendor I paid with their account. They now tell me I can not access the account nor get access to my statements. How is this okay. They are in affect stealing from me. It is my statements I used the account for years there has been no change in address or any other identifying factor.

  Business Response

  Date: 10/04/2022

  BBB Response Alexander 
  ID ********
  
  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 September 27, 2022. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to account and statement access for an ************** Account (OSA).
  
  According to the Bank records, on May 26, 2022, the Customer initiated two transfers from their OSA to an unverified external bank account. On May 31, 2022, the Customer contacted the Bank and stated there was a duplicate transfer. On June 1, 2022, the Bank opened a dispute investigation, and on June 17, 2022, the Bank reversed the double posting on the **** On the same day, the Customer contacted the Bank and inquired why the Customer did not receive funds from a separate previous transfer. On June 22, 2022, after further review, the Bank contacted the Customer to advise that the transfer had been reversed.

  
  Subsequently, on June 27, 2022, the Bank identified red flags related to the external account ownership and restricted the account until the red flags could be cleared. For security purposes, and in accordance with the Banks Deposit Account Agreement, the Bank may conduct a review of a customers account for the protection of customers, and the Bank has the right to restrict or close an account at any time without notice. On June 29, 2022, the Bank unsuccessfully attempted to contact the Customer to complete the verification process. On July 8, 2022, the Customer contacted the Bank regarding the restriction, however, identity verification could not be completed. 

  
  On August 30, 2022, ******** made a business decision to close the account. On September 27, 2022, the Customer contacted and requested to unlock online access to view statements online, and a Bank specialist advised that since the red flag concerns could not be cleared, the account cannot be unlocked. However, after further review, that Bank has mailed the account statements to the customer to the mailing address on file. The Customer should receive the statements within **** business days. 

  
  Based on the above details, we kindly request that this complaint be closed.  
  

  
  

• Initial Complaint

  Date:09/27/2022

  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 opened a CD account with Goldman Sachs Marcus on 7/31/22. A month later, on a Thursday, I received an email asking me to call. I decided I would call on Monday. On Monday Sept 19, I received an email that my account was closed. I have spent a week and a half on the phone trying to figure out what happened. All I was told was that they severed our financial relationship. I had to initiate all contact, all movement through the process by calling every three days. On 9/26/22 I called AGAIN to make sure they were refunding my money back to my checking account. When Taylor verified all of my information with me and M&T she then told me my account was reopened and that if I wanted to close it and request a refund I had to call back in a few days and pay the penalties and early termination fee. I am incensed. THEY closed my account, made me call every three days to make sure I got my money back and now they want me to call back again, close my account that they closed so they can charge me early termination and penalty fees?! Absolutely not. I did not ask for my account to be re-opened. They are the ones who closed it with no explanation or justification. I want my money back. ALL of it. This bank is the biggest scam and horrible to work with. I cannot believe they scored so high on the places I researched to open a CD.

  Business Response

  Date: 10/04/2022

  BBB
  Response
  ******
  ID ********
  
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above referenced com

  plaint via the Better Business Bureau Complaint Portal on
  September 28, 2022. The Bank appreciates the opportunity to address the
  concerns raised by **** ****** (the “Customer”) related to restrictions placed
  on a Rate Bump Certificate of Deposit (“RBCD”).
  According to the Bank’s records, on August 19, 2022,
  the Bank made a business decision to close the Customer’s account due to red
  flags identified when verifying the Customer’s identity. For security purposes,
  and in accordance with the Bank’s Deposit Account Agreement, the Bank may
  conduct a review of a customer’s account for the protection of customers, and
  the Bank has the right to restrict or close an account at any time without
  notice.

  
  The Bank is closing the RBCD without an early
  withdraw penalty and transferring the funds to the external originating funding
  account. The Bank will mail a letter to the address on file once the account is
  closed.
  Based on the above details, the Bank kindly request
  this complaint to be closed.

  Customer Answer

  Date: 10/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called and asked the representative to finally issue a check since a wire transfer seemed too difficult to complete. She said she closed the account and that she was issuing a check for the amount of the original deposit minus early termination and withdrawal fees. When I told her that I was told through the BBB that there would be no fees or termination fees taken out she said she could not guarantee that. So firstly, there are fees being deducted despite it not being me who closed and reopened the account. Secondly, why was a check never issued after multiple attempts to transfer the funds via wire. 

  Please close this account and dispute but do not close this case because people need to know what a nightmare opening a CD account has been despite all of their positive reviews.
  
  
  
  Sincerely,
  
  **** ******
  
  

  Business Response

  Date: 10/28/2022

  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 6, 2022.
  The Bank appreciates the opportunity to address the concerns raised by ****
  ****** (the “Customer”) related to restrictions placed on a Rate Bump
  Certificate of Deposit (“RBCD”).
  
  As requested in the Bank’s
  previous response, on October 19, 2022, the Customer contacted the Bank and
  requested to close their RBCD and have an official check mailed to their
  address on file. On October 25, 2022, the Bank mailed a check via FedEx that is
  estimated to reach the Customer’s address on file around October 28, 2022. The
  Customer was not charged an early withdrawal penalty or any additional fees.
  
  Based on the above details, the Bank kindly request this
  complaint to be closed.