Date Received: 2023-05-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had opened a High Yield savings account through the Apple Wallet with Goldman Sachs Bank USA. I went to buy a new car and put in a transfer in the app for {$10000.00} on XX/XX/2023 at XXXXXXXX XXXX. The transaction was to take 3-5 business days. Today is XX/XX/2023, I have made three phone calls to Goldman Sachs Bank, I was told they needed to verify that I was making this transfer. However, they never contacted me in any form. No phone calls, no text messages, no emails, nothing at all! I called on XX/XX/2023, to find all this out about the verifying of the transfer. After I did the verification process with the lady on the phone. They sent me a text message with a code that they needed to enter to push the transfer through. I was told it would only take 1-3 business days after she did this. It still hasn't happened! I'm on the phone once again trying to get this taken care of. This is very poor and didn't follow their own policies!
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a personal and joint Online Savings Account ( OSA ) at Marcus by Goldman Sachs. The joint account was funded by electronic transfer in the following amounts XXXX account XX/XX/XXXX - {$1.00} XX/XX/XXXX - {$99000.00} XX/XX/XXXX - {$120000.00} XX/XX/XXXX - {$25000.00} XX/XX/XXXX - ( {$150000.00} transferred to personal account ) XX/XX/XXXX - {$120000.00} ( deposit from co-tennant ) On XX/XX/XXXX, I attempted a transfer to an external linked account at a third bank and the transfer was flagged for a " fraud '' audit. I was able to quickly call in and confirm the transfer and my account was unlocked. However, my co-tennant was not able to unlock her account after many attempts. She has even mailed in a notarized " affidavit of identity '' ( AOI ) as per request of the bank fraud department on XX/XX/XXXX. But 18 days later, they still show no receipt of the AOI. Currently, the principal balance in the joint account is {$250000.00}, plus interest paid. I have had no access to these funds for over 30 days. I asked the bank to return the funds in the joint account to the FUNDING account ( s ) until the account lock issue has been resolved, but they responded that this was not an option for " fraud '' reasons. This seems ridiculous because the funds are being returned to the funding account, whose provenence is known. The customer service team refused to escalate the issue beyond a first level manager to resolve this problem. They also refuse to accept electronic or photo versions of the notarized AOI to expedite the account verification process. There seems to be a business process issue in the way the Fraud department at Marcus by Goldman Sachs manages custody of funds received. Their account verification process relies only on delivered mail and they refuse to acknowlege that this is unreliable or that their mail processing team could have made a mistake. Additionally, the customer service team refuses to allow me to speak directly to the account verification team by phone. I can not believe that it is legal for them to freeze my deposits under a pretense of fraud for an indefinite period of time. At the very least, I should be allowed to return funds to the funding account.
Company Response:
State: CA
Zip: 95148
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: My id is canceled, non existent as of XX/XX/2022. Contracted XXXX to make arrangement not limited to address change. XXXX cant take payments online, recently today was offered bill pay over the phone. What so ever they take too long to process payments according. I keep quoting the fact the company wont send me statements via regulated mail. They need to report accurate information will kindly ask to take accountability and repair my credit report.
Company Response:
State: CT
Zip: 066XX
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: Sometime in XXXXXXXX XXXX XXXX I reported a card account that had been opened that I did not open. They said they would take care of it. They never did. I called back almost monthly for XXXX months trying to get them to cancel or close the account and remove my information. I did a police report and an identity theft report with federal trade commission. This card wasnt even linked to my XXXX account but it was an XXXX credit card which made even less sense. They wrote it as a charge off implying it was my account. But I dont even have the card and they wont give additional information on shipping addresses to file a more proper report. They refuse to send any documents to me at my actual address. I have XXXX knowledge of this account other than it is on my credit report.
Company Response:
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I have a personal credit card with GM Marcus by Goldman Sachs, therefore they have all of my information on file. I have had no issues. Application process went smooth, no problems. I have applied for the GM Business Card by Goldman Sachs a minimum of ten ( 10 ) times. XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23, XX/XX/23 The scenario is this ; 1. Fill out a pre-qualification. 2. I am approved. 3. Accept or do not accept. I accept. 4. They respond that they need identification verification. Please upload government ID. I comply. 5. 1-3 days later, I expect my credit card information but instead I receive this : *Unable to verify identification information. I have called customer service, and each time they CAN NOT HELP. They can not help my situation, tell me what to do differently nor send me to someone who can. Ive tried to make sure all information on my application, is exactly the same as on my ID, and on my credit reports.
Company Response:
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: When XXXX XXXX XXXX closed, I quickly transferred all of my money to my only other open bank account at Marcus by Goldman Sachs. My Marcus account was my emergency fund, so I needed to set up a new checking/savings account elsewhere for direct deposit of paychecks, paying bills, and paying rent. I set up a free checking and savings account with XXXX. When I went to online transfer or wire transfer my funds from Marcus to XXXX, I was hit with error messages. An online chat with a Marcus representative told me that they do not support Marcus, and that they could mail me a check or I would need to open another checking/savings account. They could not provide me with a list of banks that they do or do not support. They instead told me to choose Bank XXXX XXXX, XXXX, or XXXX XXXX and compared XXXX to a XXXX account. They said that they do not support online banks. Then they said that they support XXXX XXXX, which is an online bank. I am so frustrated and confused at this situation. Why can't a financial institution wire money to another financial institution? I don't want to miss paying my bills or rent, but I don't know what to do. My next step is to transfer my money out of Marcus and close that account permanently.
Company Response:
State: CA
Zip: 94704
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have had issues with Goldman Sachs / Apple Card timely crediting payments for my last two statement cycles. I pay this account via my credit union 's billpayer service, provided by XXXX, and two months in a row Goldman Sachs has not timely credited my payments. This is not an issue with any other company I do business with and was not an issue with Goldman Sachs until recently. The XXXX payment was scheduled for XX/XX/XXXX, the due date on the statement, and did not post until XXXX, resulting in an interest charge I should not have been assessed as the statement balance was paid in full. In this instance, Goldman Sachs backdated the payment to XX/XX/XXXX and credited me the interest charges, without my asking them to do so. With the latest episode, I scheduled a payment for the full statement balance on XX/XX/XXXX, which was also before the due date of XX/XX/XXXX, and they did not credit it until XXXX. They refuse to reverse the interest charges for this " late '' payment. They have refunded {$25.00} and say that is all they can do. They can not explain why this payment was not backdated as happened in the previous month, or why they are posting these payments late. They are continuing to accrue interest on my account, despite it being paid on time and in full. Today I received an e-mail saying they have closed my investigation and will not be refunding the interest charges. I have submitted a Fair Credit Billing Act dispute, via postal mail, and they have not replied to that dispute as of this writing.
Company Response:
State: OR
Zip: 97223
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: About 6 weeks ago Goldman Sachs locked my Apple credit card. I called and inquired why this happened. No information was provided, they just unlocked it. About 2 weeks ago, once again the account was locked without providing me with any communication or reason. About a week later I got a notification that the account was closed. I called and again no information was provided. After waiting a few days I called again and they asked if I was deceased. I spoke with a supervisor who stated they would open a case. The card is still closed and they advised me that I had to call all 3 bureaus and dispute my deceased notification. I do not see any other deceased notifications but my XXXX is showing me a credit score of XXXX.
Company Response:
State: TX
Zip: 78207
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I am writing to file a formal complaint against Marcus Goldman regarding their failure to credit the promised bonus to my account. I participated in their promotion, which required depositing {$10000.00} to receive an extra {$100.00}, in XXXX of this year. Despite meeting all the necessary conditions, I have not received the bonus. Here is a timeline of the events and interactions I have had with Marcus Goldman : In XXXX, I deposited {$10000.00} into my account to fulfill the promotion requirements and become eligible for the bonus. The bonus appeared on my account initially but stopped showing up in XXXX. Concerned about the missing bonus, I called Marcus Goldman 's customer service and I was informed that there was a technical error but assured that I was still eligible for the bonus. I was told that the bonus would be credited to my account on XX/XX/XXXX. On XX/XX/XXXX, as the bonus did not appear on my account, I contacted customer service again. I was instructed to maintain the account balance until XX/XX/XXXX. Following their instructions, I kept the balance in my account and called customer service once more. On this occasion, I was assured that I had met all the conditions and the bonus would be credited within 1-3 business days. Additionally, I was informed that I was free to move the balance in my account. Based on the information provided, I removed the {$10000.00} from my account on XX/XX/XXXX, expecting the bonus to be credited soon. Today, XX/XX/XXXX, I engaged in a chat conversation with a Marcus Goldman agent who was not only rude but also claimed that my account was not eligible for the bonus because there was no balance. This contradicts the information previously given to me and is extremely frustrating. Throughout this process, I have been constantly fed inaccurate information and denied the promised bonus, despite fulfilling all the requirements. This situation has caused me significant inconvenience and has damaged my trust in Marcus Goldman. I kindly request your intervention in this matter. I believe that Marcus Goldman should honor their promotional offer and credit my account with the {$100.00} bonus as originally promised.
Company Response:
State: NJ
Zip: 073XX
Submitted Via: Web
Date Sent: 2023-05-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: One year ago, I fulfilled my financial obligation to Goldman Sachs Bank by satisfying the balance on my remaining credit, which exceeded one thousand dollars, and closing my account. The bank representative assured me that my credit card was fully paid off and that my account was closed. Despite this, I was surprised to find that my credit report displayed a derogatory mark for the account which had been closed for some time, indicating a fee that was not meant to have been applied to a closed account. This has had significant and far-reaching consequences, hindering my ability to secure a new apartment and obtain employment, and even restricting my access to financial services such as car loans. Goldman Sachs Bank has severely impacted my life.
Company Response:
State: CA
Zip: 90025
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A