Date Received: 2023-03-28
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: So I have GM card with Marcus : by Goldman Sachs and I use there card rarely, however, I did have over {$750.00} worth of points I had earned over years, and I wanted to redeem {$280.00} towards a statement credit I had for a purchase of {$1300.00} I had made so I did the redemption, and they didn't redeem my credit balance, but took my points from me, I have called and gotten the run around, I saw where they used my {$280.00} rewards towards old statements from like XX/XX/2022, towards items I had already paid for, You can see on the Image attached they used my points toward previously paid items. Nobody has been able to assist me.
Company Response:
State: RI
Zip: 02906
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023, I attempted an ACH transfer of available funds from my Marcus by Goldman Sachs Online Savings account to an external account. Marcus halted the transfer hours later in order to verify the external account. Marcus called me and left a voicemail. I immediately returned the call on XX/XX/2023 and initiated the account verification process with a Marcus agent via telephone. After long hold time and being transferred around agents, an agent notified me that he must call the bank where my external account is held in order to verify the account with me on the line. I held for over thirty minutes while the agent attempted to contact the external bank before ultimately telling the agent that I had to end the call and follow up with Marcus on the next business day. The agent proceeded to lock my online account, limiting me from accessing both my Online Savings account and investment account until I called Marcus again. On XX/XX/XXXX, I called Marcus to unlock my account and attempt to verify my external account in order to proceed with my requested transfer of funds from Marcus to my non-Marcus account. After more hold time and transferring to other agents, I was led to the correct agent who tried to send me a two-factor authentication code via SMS to my number on record. The SMS was not received, likely due to an issue on Marcus ' side, as my mobile was operating normally. The agent spent almost 30 minutes trying to resolve the SMS issue after telling me Marcus has no other way to perform two factor authentication. After 30+ minutes, I finally received the two factor code, which allowed the agent to finally speak with me regarding my locked account and transfer issues. Again, the agent tried to reach the external bank, which led to further hold time. Having to go to a work meeting, I requested that the agent stop trying to contact the non-Marcus bank and cancel my transfer request after unlocking my account, so I could instead transfer the funds under a new request to a different external account that Marcus previously authenticated. The agent confirmed she unlocked my account and canceled the transfer, so I could proceed with a new ACH transfer request on my own. On XX/XX/2023 and XX/XX/2023, I attempted to transfer my available funds from my Marcus Online Savings account to any of the three previously authorized non-Marcus accounts saved in my Marcus online account. Each time, regardless of the transfer amount requested and saved/authorized account chosen as the target, I received a technical issue error, which halted me from transferring/accessing my funds. I attempted over 10 transfers varying from {$.00} to $ XXXX to three accounts via wire transfer and ACH transfer. Each attempt was blocked by a technical error on the Marcus XXXX app and Marcus website via multiple types of computers/devices. On XX/XX/2023, I again called Marcus to complain that I could not access my funds. After hold time and multiple transfers, an agent attempted on my behalf an ACH transfer to an authorized external account, which was also blocked or failed without reason. The agent transferred me to a back office agent, who found no locks or issues with my account. After further hold time for investigation, I was transferred to another agent who attempted another ACH transfer that failed. She ultimately " manually '' pushed the ACH transfer and confirmed that it would be completed in 1-3 business days. I received no transfer confirmation receipt email and there are no transfers schedule or pending in my online account, so it remains to be determined whether my funds will ultimately escaped the grasp of Marcus.
Company Response:
State: FL
Zip: 32244
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: XX/XX/XXXX I applied for an Apple Card through an article found on appleinsider.com and it stated that I would be able to receive {$75.00} in XXXX XXXX by clicking their referral link, creating a card and making a purchase within 30 days. Given the incentives I made an account and I have noticed that I did not receive the credit after making a purchase and when I called the customer support they continued to deny my claims and insisted that I did not qualify due to terms and conditions that I did not follow, such as that I applied for the card before the offer became available. After being transferred to XXXX different representatives, they changed the rhetoric saying that I simply didn't qualify for the credit, which didn't make any sense as my family all applied on the same day as I have, while adhering to the same rules and conditions and they were able to receive their {$75.00} in XXXX XXXX. After an unsuccessful resolution I received a follow up email, stating almost the same thing as mentioned on the phone however the email now states that I needed to receive the offer directly through an email they would send me as well as " spend ( ing ) {$75.00} or more in total on the new Apple Card account within 30 days of opening '', It also states that I needed to apply for the card between XX/XX/XXXX - XX/XX/XXXX. None of these terms and conditions were stated anywhere in the referral link to the Apple Card application and when I revisited the exact page on Apple 's website these kinds of information remain missing.
Company Response:
State: IL
Zip: 60188
Submitted Via: Web
Date Sent: 2023-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I had an Apple Card open for two years, used it modestly and paid on time, always. Never late, no returned payments e.t.c. One morning my account is frozen and an email stating the account has been closed. I called Goldman sachs many times to ask why the account was closed and was assured over and over again that I would receive a letter in the mail, no dice. I called again, was escalated to a senior advisor who opened a case and provided a case number, was told it could take up to a month for the investigation to complete, I was never informed on anything and attempted to call back and was told the case number didn't exist. My account is still closed and no proper reason was ever extended to me. I've read online that Goldman Sachs has accidentally closed these accounts many times and users have reported little to no success in finding out why.
Company Response:
State: NC
Zip: 28403
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act these creditors have violated my rights under 15 USC 1681 section 602 states I have the right to privacy 15 USC 1681 section 604a, section 2 it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose.
Company Response:
State: CA
Zip: 94112
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: On XX/XX/XXXX I applied to the Apple Card by Goldman Sachs Bank. The following week right after I was approved I inquiry and requested my SCRA benefits being applied to this account since I am a military in XXXX XXXX since XX/XX/XXXX. On XX/XX/XXXX I was denied the benefits, and their reasoning was that they only grant the benefits to service members that apply for the card before being ordered to XXXX XXXX. Basically since I applied for the card while being on XXXX XXXX I do not qualify. I sent my military orders and even a memorandum signed by my commanding officer stating that to the date of the request I was actively serving as a service member, because at first the military order alone wasnt enough for them. Which it makes no sense, they were asking for another military order on top of the one that I currently provided which that tells me that they dont know how a military order works ( My current military XXXX XXXX order runs until XXXX ). I never had this bad of an experience with another mayor bank. Currently I have the benefit applied to 3 other accounts in different banks and never had a issue. After it was denied, I requested the policy that they used to disclose and determine who qualifies to the SCRA benefits. I requested the policy via email and by mail. They never replied. The information of the bank on the topic is very vague on the internet and out of the 3 times that I called no one could tell me what was their policy. They stated that a supervisor informed them that I was not qualified but could not provide the policy or regulations they guide themselves to this types of process. Still I am waiting for the document that discloses who and how any service member qualifies for this particular benefit and how they based their decisions. To my understanding, the requirements to receive the SCRA benefit applied is only to provide a military order proving my current XXXX XXXX status. I would appreciate if you can help me to get to a resolution to this issue, weather it is a document informing the actual requirements or to actually get the benefit applied. Thank you.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-29
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: I was charged inappropriately for an item refunded by a vendor on my XXXX ( XXXX ) statement. I have auto-payment from my bank account for the full balance every month, but in the XXXX statement this is not reflected in the balance due. I have tried calling 4 times- was disconnected before completing the call 3 times and the 4th time was not resolved until after >45min on the phone and was connected with a supervisor who acknowledged the error. However this took several calls, emails and auto-responses telling me there was no error. I will now be closing this card as I can not afford all the time and pushback from the Goldman Sachs/Apple Card staff who appear undertrained.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: MARCUS FROM GOLDMAN SACHS DELAYING ON MAKING A TRANSFER OUT FROM SAVINGS ACCOUNT Having opened a savings account with Marcus from Goldman Sachs without any fixed-term deposit periods, I attempted to transfer money out to my different institution checking account after close to 3 months. The first transfer request of {$3000.00} was made on XX/XX/XXXX through online banking with a 1-3 business day wait. This transfer was reversed on XX/XX/XXXX, but without any notification. Logging on on XX/XX/XXXX, seeing it was reversed I used the online " chat '' function to learn the error was mine, I had initiated a transfer to an account that I had closed. On XX/XX/XXXX, I linked a new external account to Marcus ( my personal checking account with the same external institution as prior ) initiated a transfer request for {$4000.00}. On XX/XX/XXXX, I received a phone call from an agent at Marcus, who wanted to know before she could authorize the transfer, what my savings goals were, and what the funds were being used for ( purchase, vacation ), as I had not had the account open for very long. This was not a money laundering security question. The agent confirmed the transfer and that it would take 1-3 business days. On XX/XX/XXXX, noticing the funds were not in the external institution account, I checked on the transfer by logging in to Marcus and saw that the transfer had been reversed on XX/XX/XXXX without explanation. I used the online chat function to be told I needed to call. I called Marcus, and it took the agent 45 minutes to ascertain that the transfer had not been initiated because my account needed a review, which could take 2-3 business days. If I had not heard from them in that time to give a call back. At this point it just appeared that Marcus did not want to make the transfer. Alternatively, the agent said she could send a check that could take 7-10 business days to arrive. I did not trust the institution to do this, but it appeared to be another delaying tactic for making the transfer. However, on this same call of XX/XX/XXXX, I therefore asked for the account to be closed. I was told that the account will be closed today, and a check with interest would be issued and take 7-10 business days to arrive. I have not, as yet, receive any notification by email that the account has been closed, and it is still available to me online.
Company Response:
State: VA
Zip: 22903
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Goldman Sachs is in violation of my consumer rights according to the FCRA. Pursuant to 15 USC 1666b. 15 U.S. Code 1666b - Timing of payments- ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. ( b ) Grace period If an open end consumer credit plan provides a time period within which an obligor may repay any portion of the credit extended without incurring an additional finance charge, such additional finance charge may not be imposed with respect to such portion of the credit extended for the billing cycle of which such period is a part, unless a statement which includes the amount upon which the finance charge for the period is based was mailed or delivered to the consumer not later than 21 days before the date specified in the statement by which payment must be made in order to avoid imposition of that finance charge.
Company Response:
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: As of XX/XX/2023 I've notice an in fraudulent account on my consumers report .I have already made a complaint and responded to company GOLDMAM SACHS which they responded saying there was no error after they look into the account As of XX/XX/2023 Credit bureaus stated Account Name & Account # was properly investigation but how is that possible if the open date is inaccurate, the date last active is inaccurate, and date last reported is not accurate. This ground for removal. They also they violated my rights under 15 U.S.C 1681 Section 604 A Section 2 : The law clearly states a consumer reporting agency can not furnish a account without my written instructions. I haven't given these accounts written permission to furnish these accounts on My credit report as well
Company Response:
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A