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:09/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an Apple card through Goldman Sachs. On January 21, 2022 I was charged $131.24 from Ticketmaster. I did not make a purchase from Ticketmaster on this date. I attempted to contact the merchant to understand what the charge was for. After multiple phone calls, they could not give me an answer as to why they charged me $131.24. All they would state is "all sales are final". However, I didn't make a purchase. There was no sale. After getting nowhere with the merchant, I contact the card support for a dispute. I have explained multiple times that I did not make a purchase on or around this date that the charge showed up and the merchant won't help me. After multiple attempts with Goldman Sach, and multiple responses of "all sales are final" from them as well, I am resorting to reporting them as it appears the two businesses are participating in fraudulent activity. I am asking the charge be removed from my account because I did not make a purchase, no one can even prove a purchase was made, and no one can even detail what the purchase as for.

  Business Response

  Date: 10/03/2022

  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, 2022. We appreciate the opportunity to address the concerns raised by ***************** (the Customer) related to transaction disputes in the amount of $131.24 with the merchant Ticketmaster posted on January 22, 2022.
  ******** conducted an investigation related to the dispute and confirmed an inadvertent processing error occurred. ******** confirmed the dispute was reopened on September 28, 2022. ******** issued a temporary credit in the amount of $131.24. Based on an investigation, the Bank ruled the dispute in favor of the Customer. The temporary credit in the amount of $131.24 that was applied to the Customers account was made permanent on September 28, 2022. ******** sent the Customer an email detailing the dispute outcome. The evidence provided by the Merchant was sent to the Customer on September 28, 2022.
  
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 10/04/2022

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

• Initial Complaint

  Date:09/23/2022

  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 had an account that was with *********** GM Credit Card and was rolled over to Marcus Goldman Sachs GM Card. Ever since this buy out was rolled over to Marcus Goldman Sachs it has been a total nightmare. The first month this happened I had to call in to them because I never received a billing as I pay the full statement balance every month. When I called customer service they said I needed to sign up for emailed ******** which I did. The next month I had to call in again as I didn't receive an emailed billing and they said I never signed up which I did and received verification I was enrolled. Ever since then I keep getting charged interest and late fees added every month to my ******** even though I pay the full statement amount every month. Until today, they have corrected the late fees and interest stating that these were added as error because I'm only paying the full statement amount due that month and not the entire balance left on the card?????? Now they lied to me today and told me I paid late in July which is not true and can prove it. They now tell me they filed a complaint on my behalf and I will receive an email to their decision. I asked for a supervisor and they transferred me to a *****. ***** would give me his contact info to call him back and just hung up on me while he was laughing. Is this really how you treat people to Marcus Goldman Sachs while you are taking advantage of people charging them interest and late fees and making up lies about the customer paying late? You talk about a scam!! I want the interest removed and late fees that you are charging. After that Im canceling this card and going back to *********** and I could care less about my GM points. I have other cards including Discover Card and they don't charge interest when paying the full statement balance every month. Someone needs to penalize Marcus Goldman Sachs for taking advantage of their customers

  Business Response

  Date: 09/28/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on September 23, 2022. We appreciate the opportunity to address the concerns raised by ******************************* (the Customer) related to interest charges.

  
  The Bank conducted an investigation and confirmed no bank error. 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 3,2022. As a result, they were charged $11.88 of interest. The Bank charged trailing interest in the amount of $22.28 on September 3, 2022. The Bank contacted the Customer on September 27, 2022 and explained how trailing interest works. The Bank has credited the Customer a total of $166.44 in interest and late fees as a courtesy. 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:09/21/2022

  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.

  Added authorized user on my account and they never ship out my card, I'm at my 4th time requesting an expedited delivery via ***** and STILL NOTHING. Since the company migrated over they are starting to have a bad rep just looking at current reviews. I'm about 3 weeks in just trying to get my authorized users card mailed out and it's like they are doing the same steps of absolutely NOTHING, then the other day they just removed the authorized user there self. My virtual credit card also doesn't even work they have no solution to that either. Will be closing account very soon!!!!

  Business Response

  Date: 09/28/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on September 21, 2022. We appreciate the opportunity to address the concerns raised by ******************************* (the Customer)related to card issues.

  The Bank conducted an investigation and confirmed no error occurred. The co-owner on the account requested to have the authorized user removed from the account on September 16, 2022. The authorized user was added back to the account, and a new card ordered on September 19, 2022. The card shipped on September 21, 2022 and was delivered on September 27, 2022. The Bank requires additional contact from the Customer to assist further with the virtual card issue.

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

• Initial Complaint

  Date:09/21/2022

  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.

  Sometime in February around that time *********** sold gm rewards to marcus by goldman. It took months for them to notify me. In april i barely knew of the change. During the transition i lost auto pay from ************ I erroneously hit the day i had access auto pay for full amount. In approx june 1 i was debitted over **** (full ***** The bank confirmed the error and put me on 0 balance. With my bad experience i told them close out the account. Account was closed. Today i got notified that there is a balance of 180 approximate and i been reportrd to the credit bureau. Called spoke with manager after 30 min of wait. I asked for a quick hold since i was in work and they hung up. They need to hold their word no balance and correct my credit score

  Business Response

  Date: 09/22/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on September 21, 2022. We appreciate the opportunity to address the concerns raised by ******************************* (the Customer) related to incorrect payment amount.
  The Bank conducted an investigation and confirmed no bank error. The Customer signed into ************************** on March 23, 2022, provided e-sign consent and set up a one-time payment of $126.00. On May 9, 2022, the Customer set up auto-pay for the full statement balance, in addition to a one-time payment of $110.00. The scheduled payment for the statement balance was paid in full on June 1, 2022. Confirmation emails were sent for each payment that was set up, detailing amounts and frequency.
  Trailing interest of $63.35 was charged on June 4, 2022. This interest was incurred for the balance carried from April 5 to May 4, 2022. No payments were received after the June 1, 2022 payment resulting in late fees and interest charges. The Bank is unable to credit fees and interest.
  Based on the above details, we kindly request this complaint be closed.