Date Received: 2023-06-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I have been trying to gain back full access to my name since 2017 information was leaked in a data breach and has been used by monsters ruining my credit and reputation I have to raise XXXX children as a single mother this has been a hassle and a huge inconvenience in my life being denied because strangers are misusing my information I work hard to upkeep I need this resolved immediately so I can buy a house and do my business properly without the fear of being attacked again an again please keep your personal information secure one wrong move can have you being a victim like myself to identity theft
Company Response:
State: GA
Zip: 30338
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I had been out of work and had made some arrangements on when l would be making payments. So 3 days later l called XXXX and told them l would be making a payment and she guaranteed me that as soon as that's done, available funds will be made minus credit card fees but to my surprised l was told XXXX $ was a large payments so they have frozen my access to the funds and use of the card despite telling them that l needed the funds to be available and they had assured me of that but they now have been claiming that its a system that does that and they can not make them available for the whole 2 weeks until the XXXX of XXXX. Now despite paying off my balance by half they have caused harm to me and my family for bills and others. They have even charged me late fees/ monthly fees.as cant even release the funds or call me back as requested when theier Managers would be free. Its now over 2 weeks and no calls from Managers and no release of my funds. They are making loans of my held funds and making profits as l know they have probably borrowed those funds to other individuals and keep making free profits from me and others that may be in the similar case where l do not know how {$2200.00} is a large amount that would cause them to freeze my funds for over 2 weeks.
Company Response:
State: TX
Zip: 75093
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: A criminal was able to withdraw {$3700.00} from my GS-Marcus savings account just knowing my acct #. That money was transferred to a crypto currency exchange under a different name than mine! GS-Marcus website states that withdrawals can ONLY be made to EXTERNALLY LINKED ACCOUNTS, but the crypto-currency account ( with a different name than mine ) was NOT EXTERNALLY LINKED. GS-Marcus did not detect that unauthorized transfer- I did and notified them. After completing and sending back an unauthorized transfer form, the {$3700.00} was credited back to my account WITHOUT THE INTEREST DUE. I detected that after logging into my account. GS-Marcus never notified me of that credit. Despite numerous requests, an explanation was never received. That is in violation of CFPB Reg E which governs EFTs : " A financial institution shall investigate promptly and, except as otherwise provided in this paragraph ( c ), shall determine whether an error occurred within 10 business days of receiving a notice of error. The institution shall report the results to the consumer [ Goldman/Marcus NEVER REPORTED THE RESULTS TO ME ] within three business days after completing its investigation. '' https : //www.consumerfinance.govXXXX # XXXX
Company Response:
State: CA
Zip: 95050
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: There was a charge of XXXX on GM card Goldman -Sachs for XXXX XXXX tickets on XXXX I did not make are authorize these charges, I have requested to send a copy of the receipts and asked to investigate and remove them with no positive reactions of satisfactory. These were not my charges I was not In XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was transferring all of my cash out of my Marcus Savings account on XXXX. I received a call from a representative from their fraud department asking me to validate transactions from over 2 months prior. I validated the transactions. They then said they needed to lock my account until they could validate that external accounts I transferred cash to over 3 months ago belonged to me ( despite me validating the transactions as legitimate ). I had already validated these bank accounts too through trial deposits. My husband is currently experiencing a similar situations with Marcus -- it seems as though they retaliate against customers who are trying to move funds out of the bank - trying to validate a now closed bank account because I transferred cash to that account 3+ months ago and freezing my account as a result is ridiculous. I am hopeful that you can assist with getting my account unfrozen.
Company Response:
State: CO
Zip: 802XX
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Apple Savings states I have to verify ownership of my checking account with XXXX XXXX XXXX XXXX. I made several attempts at contacting both, XXXX has reassured me that they have the appropriate information on file to provide Apple Savings/ Goldman Sachs with information for verification. The XXXX third party verification form was completed on XX/XX/2023. I confirmed XXXX has documents on file to release verification information. When I contact Apple Savings/ Goldman Sachs verification line, they always fine another reason to not be able to assist. They contacted Card Services, NOT XXXX XXXX XXXX XXXX. Then they say XXXX is closed. The list goes on. The Apple Saving supervisor said I could just simple call them from the bank, then another representative says I have to call back, etc. I have a direct contact at XXXX, XXXX XXXX, XXXX. However, Apple/ Goldman Sachs says they cant call him directly. So, after multiple attempts and different excuses every time, obviously there is an issue with Apple Savings/ Goldman Sachs XXXX not XXXX XXXX This shouldnt be allowed. Im not sure what all the problem is since I pay my Apple Card/ Goldman Sachs through this very same account. When I asked the spelling of the name of the employee, she disconnected. When I called back, they refused to make provide the information. I can not even explain the amount of time Ive had to spend on the phone, only to be hung up on when I ask the supervisors name. How can an institution get away with this? I can not believe that a director at XXXX XXXX XXXX XXXX calling on my behalf is not acceptable to verify ownership. Once I contacted Goldman Sachs after the originally supervisor hung up, my final point of contact would be XXXX. She gave me reference # XXXX. She stated I could call with that reference number, and she would be contacted since she is manger AND supervisor of the savings department of Goldman Sachs. The only thing XXXX could do is make comments to the account. She said no follow up would happen. She submitted the complaint to a team within Goldman Sachs Savings department for review- but they would not have a need to follow up. Please help or advise. Thank you, XXXX XXXX
Company Response:
State: OH
Zip: 43068
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: This complaint has repeatedly been submitted and Marcus Bank continues to lie to you. I urge you to read their response to the first complaint XXXX XXXX XXXX Marcus bank agreed to close the account and send the funds back to the source of funds bank account and with that urged you to close the complaint. You closed the complaint but they lied and never sent the funds back. In fact their own rep admitted to me that the account was closed but she has no idea where the funds went!!!! Might I suggest to an account of a bank employee???? We are talking XXXX XXXXXXXX here Now they are telling you some deceptive mumbo jumbo about the power of attorney not being acceptable for some unknown reason. What does that have to do with how many apples grow on an apple tree? They already stated they were refunding the source bank account. There is no wiggle room there to play games with documentation not being acceptable or whatever legal eagle truth dodging defense they are using to try to dodge the fact that they did not do what they told you would be done in the original complaint. I have taken this complaint to multiple agencies who all send me back to you as the regulator of that lame excuse for a bank. Do I really need to file a lawsuit to get them to follow through on what they specifically agreed to do in the original complaint? Perhaps you can recommend a news media outlet that might be able to get the word out about the games this bank is playing and why the banking system itself is not on solid ground? Would you please help me with these XXXX at Marcus Bank?
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Once again, they closed the case and still have not resolved my issue. They said they tried contacting me, but they did not. I have called numerous times and have been put on hold for hours with promises that they will call me back, and they never do. They did not try to verify my identity with a bank. They keep telling me they are using my phone number to send me a code to close my account. Once again, I am not receiving this code they are supposedly sending. At this point, they should be able to mail me a check with MY money that they have been holding hostage for over two months. This is ridiculous and the worst banking experience I have ever had. I see why they have bad reviews, and I will not recommend them to anyone. They purposely try to take your money and hold it for months. I do not want to send in an affidavit because I did that already, and it did not work. I want to close my account asap and get my money back. *********************************************** I tried to make a transfer from my Marcus account to another bank that was offering a higher APY. Marcus locked my account when I initiated this transfer. I called to find out the issue and kept being hung up on. I finally spoke to a supervisor, and they said they would send me an affidavit to verify my identity. I received the affidavit two weeks later and got it notarized virtually using an app called XXXX that charged {$25.00} for a virtual service. I could not physically make it into a store to notarize because my husband works and uses the car, plus I have XXXX XXXX to take care of. After I got the affidavit notarized, I paid {$30.00} for certified mail so they could receive it the next day. My tracking receipt shows they received the form on XX/XX/2023. When I called to confirm, they said it was under review and would take seven business days to review. I called back on XX/XX/2023, and was on hold for three hours. Then the representative said it was notarized by someone in Texas and needed to be done in North Carolina, where I reside. I told her I paid {$25.00} for a virtual video service to get this done. Hence, people work from virtually anywhere to help get documents notarized asap if they can not physically make it to a location. She said they would be sending out another form so it could be done in NC. I then asked to close my account. After all, I am no longer interested in banking with a bank holding my money hostage for over a month, all because I wanted to transfer some of my funds. She said she would send a code to the phone number I have on file to close the account. The code never came, and she asked if I had an alternate number. I told her I only use one number on my account and have not had issues using this number in the past for my account. She put me on hold for another hour and said my account was in review to be closed, but I will need to call back for updates. This has been the worst banking experience I have ever encountered, and I would like to close this account asap. They are holding onto my money and will not let me access or close my account.
Company Response:
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I am writing to file a complaint against Goldman Sachs for unjustly denying my recent claim for fraudulent charges on my credit card account ending in XXXX. Despite providing substantial evidence of the fraudulent transactions to both the bank and the XXXX Police Department, Goldman Sachs denied my claim, citing that the card was used with the chip and/or PIN entered, and thus implying that I was responsible for the charges. The fraudulent transactions occurred on XX/XX/2023, and I reported them to the XXXX Police Department as part of a financial fraud investigation ( Case No : XXXX ). The total amount of the unauthorized charges on this account is {$1700.00}. A detailed list of these transactions has already been submitted to the XXXX Police Department for investigation. According to the Fair Credit Billing Act ( FCBA ), I am protected from liability for unauthorized charges on my credit card account. The FCBA limits my liability to {$50.00} for unauthorized charges, and many credit card issuers, including Goldman Sachs, have a zero-liability policy for fraudulent charges. Despite this legal protection, Goldman Sachs denied my claim and decided to remove the temporary credits applied to my account. I kindly request the Consumer Financial Protection Bureau to intervene in this matter and investigate the unjust denial of my claim by Goldman Sachs. I believe that the bank 's decision to hold me responsible for the fraudulent charges, despite the evidence provided, is in violation of the FCBA and the zero-liability policy. Please find the attached documents for your reference. I am willing to provide any additional information or evidence required to support my complaint. Thank you for your attention to this matter.
Company Response:
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I'm reaching out to you because I've had a terrible experience with Marcus, and I hope you can help me resolve this issue and get the compensation I deserve. I've been a Marcus customer for years, and I thought everything was fine until recently. It turns out Marcus has a major flaw that many others have complained about -- it's nearly impossible to get your money out when you need it. Whether it's through ACH transfers or wire transfers, you're left without access to your own savings account for days or even weeks. Here 's what happened to me : I needed to transfer funds ( $ XXXX ) for a mortgage escrow downpayment, and Marcus locked me out of my account. To make matters worse, it froze all my linked accounts at other banks too. I spent hours on the phone with both Marcus and my other banks, trying to unlock everything, but I still don't have full access to my funds. It was absolutely terrifying not being able to access my own money when I needed it, not just with Marcus but also with the other banks that were linked to it. And let 's not even talk about their so-called " same day '' wire transfers. I called them multiple times, asking if they needed more verification, and they said they would expedite the transfer. But the transfer never went through. Every time I called, they lied about it being expedited and promised it would be done by the end of the day. I wasted so much time on the phone, listening to their empty promises. This is supposed to be a liquid savings account. They shouldn't have the power to lock you out of all your accounts, even after you've proven your identity. Their rates are competitive, but if you actually need your money for something important, Marcus is the last place you should keep it. I'm hoping you can help me with the following : 1. Look into Marcus and their policies on fund accessibility and the impact on linked accounts. 2. Make sure I can access my funds and restore full control over my accounts. 3. Hold Marcus accountable for their false claims about " same day '' wire transfers. 4. Get fair compensation for the stress, time, and trouble this has caused me. I believe that by bringing this issue to your attention, we can find a resolution and prevent others from going through the same ordeal. I look forward to your response and hope for a resolution that can bring me and others relief. Thank you for your attention to this matter.
Company Response:
State: CA
Zip: 94133
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A