Date Received: 2023-05-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: 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 babies 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: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: During the early morning of XX/XX/XXXX I was robbed, my phone stolen from, locked out of my apple account and left helpless by Apple as someone racked up thousands of dollars on my apple card via tap to pay at Apple stores. I initially submitted a claim to dispute these charges back in XXXX of XXXX, and my claims were denied in XXXX. In XXXX I then reasserted the disputes, and this time submitted the police report I filed the day of my robbery. On Thursday XX/XX/XXXX, XXXX large charges placed ( charges made on XX/XX/XXXX ) using my phone at an apple store were correctly reversed, but on Tuesday XX/XX/XXXX a charge for XXXX was deemed not fraudulent, with the investigation concluding that no billing error occurred. All XXXX of these charges were made at XXXX stores in a short period of time after I was robbed on the morning of XX/XX/XXXX. The charge ( XXXX ) I reasserted this week is another fraudulent charge in a string of fraudulent charges on my apple card that have been correctly reversed. On XX/XX/XXXX, XXXX concluded that my XXXX was stolen and honored the theft protection on my XXXX that was used to make these fraudulent purchases ( Claim # XXXX ). I could not have charged XXXX ( XXXX ) to my apple card via an XXXX I no longer had possession over. I ask you to please review this charge ( XXXX ) again as I did not make it and would like it reversed, attached below are pieces of information I am submitting as evidence I did not make this purchase. XXXX ruled again on XX/XX/XXXX this charge for XXXX was not fraudulent. It occurred at the apple store in XXXX New York on XXXX XXXX. I have reasserted the charge as of XX/XX/XXXX. The new dispute case number for this XXXX charge is : XXXX
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Marcus by Goldman Sachs Savings Account XX/XX/2023 withdrew XXXX to my XXXX checking account XX/XX/2023 transfered XXXX from my XXXX to my Marcus Savings Account XX/XX/2023 transferred XXXX to my XXXX Checking account - money was put on hold after verifying through their electronic connect system to XXXX XXXX. XX/XX/2023 I call Marcus by Goldman Sachs to verify the XXXX Account. another XXXX is initiated to XXXX XXXX on top of the XXXX that was requested on XX/XX/2023 XX/XX/2023 Three calls to Marcus Goldman Sachs and they can not find the funds. I'm missing XXXX in my XXXX XXXX Checking account as well as my Marcus Account. Marcus has given me a 45 day turn around on the complaint. I am missing XXXX. I removed all additional funds by wire to my bank account today because they are incompetent on finding my money. Dispute # XXXX They would not upload any information to my account portal and would only do snail mail.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Hi, I signed up and enrolled for the {$100.00} savings account bonus from Marcus on XX/XX/2023. To receive the bonus, I had to deposit {$10000.00} or more and leave the money in the account until XX/XX/2023 with a payout on XX/XX/2023. I initiated a {$10000.00} transfer on XX/XX/2023 after enrolling and did not touch it. After not seeing the {$100.00} deposited on XX/XX/2023 I reached out to their support and was told " Thank you for your patience. Upon checking, I see that request has been submitted for the {$100.00} Cash Bonus. Rest assure {$100.00} cash bonus will be credited to your account. I would request you to please wait. '' I have reached out 3 times not to support for an update and each time I receive a mixed message response with no apparent update on the bonus. Best, XXXX
Company Response:
State: NJ
Zip: 08816
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I registered for Marcus by Goldman Sachs 's {$100.00} savings bonus and met all the criteria ( deposit {$10000.00} and leave money in the account for 90 days ) and did not receive the {$100.00} statement credit bonus. I opened on XX/XX/XXXX, had to hold through XX/XX/XXXX, to be paid by XX/XX/XXXX. I reached out over 5 times to Marcus by Goldman Sachs now and have been told, " The promotion was failed due to some technical issue, but please be assured, it is being manually tracked and you will be receiving your {$100.00} cash bonus with in few business days. '' After waiting another week and reaching out again, still no bonus and no concrete update on when I will receive it. XXXX XXXX
Company Response:
State: NJ
Zip: 07090
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I am in the process of applying for a mortgage and I paid my account in full. I need this account to report a XXXX balance to the credit bureaus ASAP so that my credit score goes up in time to get approved.
Company Response:
State: NJ
Zip: 07011
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On or about XX/XX/XXXX I received an email from Goldman Sachs letting me know of a bank promotion which stipulated that if I deposit at least {$10000.00} in my savings account and kept it for 90 days I would get a bonus of {$100.00}. I deposited {$10000.00} into my savings account on XX/XX/XXXX. Since I didn't receive the bonus, after XXXX days on XX/XX/XXXX I contacted Goldman Sachs. I was told that I met all the conditions of the promotion and I would get the bonus within XXXX business days. After XXXX business days on XX/XX/XXXX I contacted the bank again, and this time I was told that they would open a case to find out why I didn't receive the bonus. I opened case XXXX. When I opened the case I was told it would take 1 to 3 business days to resolve. After 3 business days I called again and I was told that I would get the bonus within 1 to 3 business days. After another 3 business days I called again and this time I was told that the promotion department would contact me regarding this. As of today, no one has contacted me, and after repeated phone calls I still have not received the {$100.00} bonus. Over the last week I called at least 6 times. Each time they tell me something different.
Company Response:
State: CA
Zip: 95376
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Im reaching out on behalf of my late payments that occurred from XX/XX/XXXX to XXXX XXXX XXXX.
Company Response:
State: TX
Zip: 75098
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/2022, I deposited {$30000.00} into a high-yield CD with Marcus ( Goldman Sachs Bank ) . On XX/XX/2022 I deposited {$10000.00} into a savings account with Marcus as well. On XX/XX/2022 XXXX XXXX closed ' both accounts without providing me a reason and never transferred the deposited funds and interest earned back to me. The two accounts show a XXXX balance. I have called four times to speak with the deposit team and customer care team and no one can tell me where my funds are. I opened a customer care case number ( XXXX ), but every time I call to get a status, the person indicates they can not help me and someone will call me back within two to three business days. No one ever calls me back. I have spoken with two supervisors in the last month XXXX and XXXX and neither one has been able to tell me where my originally deposited funds are at. I am extremely concerned.
Company Response:
State: FL
Zip: 33913
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have a longstanding monthly installment plan with Apple Card ( {$530.00} ) that is paid automatically from my XXXX XXXX checking account. At the very end of XXXX, XXXX, I learned that fraud was being committed on the XXXX XXXX checking account, so I closed the account. Knowing that Apple Card would not get its regularly scheduled payment on XX/XX/XXXX, I called them and told them about the fraud and gave Apple Card the information to " pull '' payment from a different bank account of mine for the XXXX payment and for all subsequent payments. Apple Card was appreciative the notice, and they successfully obtained a timely {$530.00} payment from XXXX XXXX. I thought all was well until I looked at my XX/XX/XXXX statement. On XX/XX/XXXX, Apple Card made a " balance adjustment '' to my Apple Card balance and charged me {$530.00}. The consequence of this charge would be that they were going to charge me a double payment at the end of XXXX ( {$1000.00} ) plus interest. I was alarmed by this and called Apple Card immediately. The Apple Card specialists were as mystified by the " balance adjustment '' as I was. They could see that my XXXXXXXX XXXX payment was cancelled. They could see that my XXXXXXXX XXXX picked up payments timely, so they were not able to explain to me why they had made the {$530.00} " balance adjustment. '' I disputed the charge and they said they would try to fix it. They extra large payment was deferred temporarily. Two weeks later I received an email claiming that the " balance adjustment '' was correct. This is what the Apple Card email said : " Your Inquiry has been investigated. You contacted us on XX/XX/XXXX regarding a payment to your Apple Card account. Goldman Sachs Bank USA has investigated your Inquiry and determined that no error occurred. Your payment of {$530.00} was refunded to your bank account ending in XXXX as requested on XX/XX/XXXX. Your bank then returned the payment on XX/XX/XXXX, which increased your outstanding balance by {$530.00}. You can view your payment history, monthly balance, minimum payment due, and payment due date in Wallet by tapping on your Apple Card or by accessing your most recent statement. '' This email is deranged and inexplicable. So I again called Apple Card. After several more phone calls, I learned the following : 1. When I told Apple Card that they would not receive the regularly scheduled payment from my cancelled checking account, Apple Card WITHOUT MY ADVICE, AUTHORIZATION OR CONSENT sent {$530.00} to XXXXXXXX XXXX! They call this the " refund cycle '' and it is an automated event that they claim they can not control. ( They explained that ordinarily when these " late '' payment cancelations occur, the money still comes in from the paying bank because it can not be stopped in time, so they refund the money back as a customer service. ) Of course, in my case, NO MONEY WAS EVER SENT from XXXXXXXX XXXX to Apple Card, because I had locked down that account due to fraud and then subsequently closed it entirely. 2. Because Apple Card was now {$530.00} poorer, by their voluntarily sending {$530.00} off to a closed XXXX XXXX Checking account, they decided to make themselves whole by taking the money from me ( the " balance adjustment '' ). 3. I have never received the {$530.00} erroneously send by Apple Card to my defunct and closed XXXX XXXX checking account. 4. Apple Card says now that they were " expecting '' that XXXX XXXX would just " send the money back '' on their own, but since XXXXXXXX XXXX did not, Apple Card stole ( defrauded, embezzled ) the funds from me via a unilateral " balance adjustment. '' 5. Losing {$530.00} by Apple Card programming error is bad enough, but then Apple Card unilaterally recovering the lost funds from their customer is even worse. Indeed, it is a crime in my home state of Washington. 6. Insult on injury, Apple Card has assessed me interest charges on the {$530.00} ; {$8.00} on XX/XX/XXXX and growing. Before I complain to the Washington State Attorney General that Apple Card is stealing from me, I thought I might let you ( CFPB ) see if you can get Apple Card to reverse the unauthorized " balance adjustment. '' They won't even reverse it TEMPORARILY while they try to find the " lost '' money they sent off into wild, so I expect them to extract {$1000.00} from my XXXX XXXX at the end of this month. ( I should not have to say how burdensome it is to pay an additional {$530.00}. ) My last communication ( the sixth ) with Apple Card was XX/XX/XXXX for nearly an hour. And while the Apple Card Supervisors are all professional and apologetic, they are also completely powerless to help me. And they tell me there is no one " higher '' that I can complain to at Apple Card or get assistance from. Well, there certainly is : you. I have suffered the indignity of multiple hours of lost time ( I am on vacation in XXXX BTW, so this is eating up my vacation fun ) to try and " stop the steal '' : ) Can you help me?
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A