Date Received: 2023-06-13
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: They wont close my account. I have call several times and nothing its been done.
Company Response:
State: TX
Zip: 77365
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX Subject : Complaint regarding erroneous reporting on my credit report during the COVID-19 pandemic Dear Sir/Madam, I am writing to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) regarding an error on my credit report. Specifically, my Apple GS credit card is falsely reporting that I was 30 days late in XX/XX/XXXX. I want to emphasize that this information is completely untrue, as I made the payment on time, despite being ill with XXXX during that period. Moreover, this error occurred during a time when we were in a state of a public health emergency due to the pandemic. The impact of this erroneous reporting has been profound and deeply personal. This is the only card on my credit report that shows a 30-day late payment, and it has adversely affected my financial standing. I have always maintained a stellar payment history, never having been late on any payment. However, this inaccurate reporting has led to the denial of credit and imposition of higher interest rates, causing significant financial distress. I have made multiple attempts to rectify this issue before resorting to filing this complaint. I reached out to the creditor directly on three separate occasions and contacted the credit reporting agencies multiple times to dispute the erroneous information. Regrettably, every response I received from the credit reporting agencies simply stated that the information was verified, without providing any evidence to substantiate their claim. Their negligent handling of my case and failure to assist me have left me with no choice but to escalate the matter by filing this complaint with the CFPB. I would like to bring to your attention the provisions outlined in 15 USC 1681 S2, specifically ( F ), which addresses reporting information during the COVID-19 pandemic. According to this section, " accommodation '' includes any assistance or relief granted to a consumer affected by the COVID-19 pandemic. The " covered period '' mentioned in the same section is defined as the period beginning on XX/XX/XXXX, and ending 120 days after the termination of the national emergency declared by the XXXX on XX/XX/XXXX, under the National Emergencies Act. Considering that the COVID-19 public health emergency ended on XX/XX/XXXX, I am still within the covered period as defined by the aforementioned statute. I have been reluctant to file a complaint, but both the creditor and credit reporting agencies have violated my rights as a consumer and shown negligence in their handling of my case. I have patiently sought resolution for nearly six months without any meaningful assistance, which has left me with no alternative but to seek your intervention and guidance. Therefore, my desired outcome is for the creditor, as well as the credit reporting agencies involved, to promptly correct the reporting error on all my credit reports. Specifically, I request that the 30-day late payment be amended to " paid as agreed, '' as this is my right as a consumer under the Fair Credit Reporting Act. I appreciate your attention to this matter and look forward to a swift resolution. Please do not hesitate to contact me if you require any further information or documentation. Thank you for your assistance in this regard. Sincerely, XXXX XXXX
Company Response:
State: CA
Zip: 93720
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I tried to make some transfers to my other savings account and they were denied by XXXX XXXX XXXX I call several times and they said they will make the transfer and its never done. I call 2 times about closing my account and nothing has been done. I call a third time today and same process, they said it will close and nothing. I need my money, my money is being withheld for no reason.
Company Response:
State: TX
Zip: 77365
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: On Thu, XX/XX/2022, XXXX I got an email from XXXX XXXX stating that my package has been delivered. When I got home I did not see a package and contacted XXXX XXXX customer support. After speaking with them the customer service rep told me that I will be getting refunded for the missing item. A few days later I get an email saying XXXX XXXX did their investigation and they claim it was delivered by XXXX. After disputing the charge on my Apple card 4 or 5 times I was denied the dispute after providing multiple pieces of evidence as well as a police report from the XXXX XXXX sheriff 's office. The Sheriff cited on the police report as " package theft '' given that the package was left right at the gate entrance where anyone could lean over/ open the gate and take the package. XXXX should be held liable as they did not deliver this {$800.00} package to my front door.
Company Response:
State: CA
Zip: 91770
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-13
Issue: Managing an account
Subissue: Problem with fees or penalties
Consumer Complaint: In XX/XX/2023, when Goldman Sachs suffered a {$470.00} XXXX loss on Marcus Consumer Bank, Goldman Sachs began withdrawing funds from our savings account for " Tax Purposes ''. They said we'd get the funds back after filing our taxes. However, these monthly ( or quarterly or whatever time period they are determining on their own ) unapproved tax backup withdrawals are lowering the balance and, thereby, lowering the interest earned. This activity was done without our approval on a checking account we had held for years without suffering any loss, fees, or unapproved tax backup withdrawals. Furthermore, we've been told that the same type of tax backup withdrawal will be applied to our CDs when they mature. We are closing all of our accounts and CDs, taking all financial backup withholding penalty fee hits, so we can get away from this unapproved financial behavior levied on us by Goldman Sachs.
Company Response:
State: CA
Zip: 91702
Submitted Via: Web
Date Sent: 2023-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, I initiated a {$27000.00} transfer, to my XXXX XXXX. But on XX/XX/XXXX, my Marcus account was inexplicably locked. After multiple verification attempts, including providing personal information and my Social Security Number, your representatives were unable to unlock my account or send the necessary verification code. I provided alternative phone numbers ( 4 phone numbers an ), but the issue persisted. When I requested account closure and the return of my approximately {$180000.00}, I was assured it would be processed accordingly. However, I received an email on XX/XX/XXXX claiming unsuccessful contact attempts, which I dispute as I received no missed calls. Upon calling back, I was informed that my account required additional verification, causing further delays. Despite assurances on XX/XX/XXXX and XX/XX/XXXX, the transfer failed, and my funds, approximately {$200000.00}, were not redirected to my XXXX XXXX XXXX account. Despite subsequent calls on XX/XX/XXXX and XX/XX/XXXX, my account remained under review, and additional verification steps were imposed. Today, on XX/XX/XXXX, I was informed that the transfer needs to be redone, and I should call again tomorrow for the verification code. These ongoing issues and delays have eroded my trust in Marcus by Goldman Sachs. I demand immediate closure of my Marcus account and the transfer of my remaining funds, approximately {$200000.00}, back to my XXXX XXXX XXXX account ( I initially transferred money from XXXX XXXX XXXX to Marcus bank ). I expect this process to be completed promptly and without further complications. I also request a detailed explanation for the numerous errors, inconsistencies, and delays that have transpired.
Company Response:
State: CA
Zip: 92618
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: In XX/XX/2023 I opened an HYS account with Marcus by Goldman Sachs as it came recommended by my financial advisor. My request to open the account was promptly approved on XXXX XXXX and I transferred {$100.00} as an initial deposit to make sure everything was was working fine. The transfer went smooth and without any problem so after almost two weeks, I transferred {$20000.00} of savings into this account. Following that transfer I categorized the money into three separate categories/sub-accounts. On XX/XX/XXXX I received an email informing me that my account and funds were frozen and that action was required. I promptly called customer support and to my surprise they claimed that Goldman Sachs had trouble verifying my identify without specifying why. It was agreed that I was to be sent an affidavit to verify my identify with a notary. As I split my time between the XXXX and XXXX it was necessary for me to go to the US consulate in XXXX ( XXXX ) as that per definition is US soil. My identity was successfully verified and notarized with the name and authority of the notary as well as the seal of the US government. The original documents alongside a verified copy of my US passport were overnighted to Goldman Sachs. Contrary to customer support claiming that this procedure would be fine, Goldman Sachs dismissed the evidence submitted and permanently closed my account. This endeavour alone cost me around {$300.00}. Goldman Sachs did not reach out to resolve the issue and I was only provided with an automated e-mail notifying me of the closing on XX/XX/XXXX after having attempted to reach out multiple times via phone in order to try and resolve the issue. At least 6 attempts by myself to resolve the issue over phone were dismissed by both customer support and specialists claiming there was either nothing that could be done or that no information could be provided over phone. In addition, no one was willing to discuss why I was allowed to be able to transfer funds and fully use a bank account and associated services without Goldman Sachs apparently having even verified the identify of the bank account holder. I was never given back the funds that I initially transferred and Goldman Sachs showed no meaningful willingness to resolve the issue claiming that the bank was unable to transfer back the funds.They informed me that the only way to obtain my funds back was by filing a claim with the bank where the funds originated from ( XXXX XXXX ). Upon multiple requests Goldman Sachs claimed they were unaware of where the funds were and that the account could not be accessed. On XXXX XXXX, one customer service representative told me that my funds ( including interest ) had been transferred back to the XXXX XXXX account the funds originated from on XXXX XXXX. I was provided with this input after having received misleading information about the whereabouts of my money for about 1.5 months. I was provided with the transferred amounts and transfer numbers and promised to receive more detailed information by mail. Goldman Sachs considered the situation resolved and claimed this issue was now between me and XXXX XXXX. I never received the promised information by mail and XXXX XXXX specialists were puzzled over the ( 1 ) Goldman Sachs ' handling of the situation and ( 2 ) their claim that this was a XXXX XXXX issue. XXXX XXXX never received the funds and was unable to verify the Goldman Sachs provided information. XXXX XXXX informed me that unless money was fraudulently taken there was nothing that could be done on their end. Confronting Goldman Sachs with this information yielded no success and it was repeatedly attempted to send me back to XXXX XXXX claiming there was nothing Goldman Sachs could do or had to do with the situation. I have had no access to my funds since XXXX XXXX. I was never given a reason why my account was frozen, why my identity was not able to be verified, why my attempts to resolve the identity-issue were disregarded ( spent {$300.00} having everything verified at the US consulate in XXXX ) XXXX why my account was closed and how Goldman Sachs managed to lose all of my savings. Goldman Sachs has been either unwilling or reluctant to resolve the issue despite multiple phone calls between XXXX to XX/XX/2023. In addition, I am puzzled as to why Goldman Sachs provides banking services to customers whose identity has apparently not been fully verified and enables large sum transfers over its systems. It is now XXXX XXXX and I still do not have any answers. As per my last call with customer support a week ago Goldman Sachs is searching for my money and promised to have a supervisor reach out. This has not happened yet. After 5 months of desperately trying to receive my funds back I have been mislead and not taken serious by a large bank. As per Goldman Sachs I have no reason to expect the return of my money in the near future which is inflicting significant financial pain on my family. All contact with Goldman Sachs happened via phone. I requested the sharing of all our calls in order to have evidence to make my case. Goldman Sachs refused to provide me with transcripts of our phone conversations claiming they were unable to share that information with me as a customer. All calls were held on recorded lines. The only documentation I have are the automated e-mails from Goldman Sachs informing me of the freezing and closure of my accounts. I can provide bank statements from XXXX XXXX that prove that the money was never received after the alleged transfer by Goldman Sachs on XXXX XXXX. I may also be able to provide receipts for the US consulate notarial services and the overnighted documents. Confusingly, I still received automated emails regarding monthly account statements even after the alleged account closure.
Company Response:
State: OK
Zip: 74014
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have not received my {$100.00} bonus for the Savings Offer promoted by Marcus ( By Goldman Sachs ) in XX/XX/XXXX. I enrolled in the offer on XX/XX/XXXX and initially had a transfer of $ XXXX from a Marcus XXXX. Since this was from a Marcus account and would not have qualified for the offer, I withdraw the money and deposited the required $ XXXX by the deadline from a separate account. I kept the money in for the required 90 days past XX/XX/XXXX. I contacted customer service but the representative named XXXX was not able to understand and help with the issue.
Company Response:
State: CA
Zip: 92069
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Creditor closed my account fir no good reason will not tell me why and now has my money their are severely outstanding dispuites on that card which have been ruled in my favor yet a have not recived my money from the balance that was left on the card. I want my money returned to me the dispuites were ruled in my favor. I also want a complaint on file this creditor is bogus and closes people 's accounts for no reason with no explanation. Ridiculous
Company Response:
State: OH
Zip: 44087
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: Goldman Sachs closed my account without warning. I have had the account almost 4 years and have had a stellar relationship with them. I have never had a dispute with them and even used the card today for a {$2.00} transaction. This is what the email said without much context at all. Your Apple Card account has been closed as of XX/XX/2023 and can no longer be used for purchases because : There was a failure to comply with the terms of the Customer Agreement
Company Response:
State: MD
Zip: 21212
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A