Date Received: 2023-12-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On Friday XX/XX/2023, I tried to make a wire transfer from my marcus by goldman sachs XXXX account to my escrow company. I was notified i could not make the transfer. I was recomended by XXXX supervisor to have my funds transferred to my XXXX XXXX XXXXXXXX XXXX XXXX account which is linked to my marcus by goldman sachs account. I agreed to have the money transferred there. On monday i received a call from marcus by goldman sachs informing me that he apologised they can not complete the money transfer to my XXXX XXXX XXXXXXXX account since it is a business account. He notified me that the funds will be transferred back to my marcus XXXX account by tuesday XX/XX/2023. XXXX XXXX XXXX i called marcus by goldman sachs and they could not text to my phone number linked to the account and locked me out of the account. I informed them that i would be filing a complaint and also a lawsuit against their bank
Company Response:
State: CA
Zip: 93001
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
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 had a membership with the company XXXX earlier in XXXX. I cancelled this membership on XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I received a membership cancellation confirmation email from XXXX XXXX XXXX XXXX XXXX XXXX XXXX charged my Apple Card {$59.00} and again in XXXX XXXX XXXX charged my Apple Card another {$59.00}. I contacted ClassPass about these charges which they denied having done, however my Apple Card statement shows there was a {$59.00} charge from ClassPass for XX/XX/2023 and another {$59.00} charge from ClassPass for XX/XX/XXXX XXXX I have tried contacting Apple Card multiple times to dispute both of these charges from XXXX XXXX XXXX. They requested evidence that these charges were fraudulent, and I sent Apple Card the PDFs of the email XXXX had sent me which confirmed my membership cancellation back in XX/XX/XXXX XXXX I was told multiple times that this was substantial evidence from the customer service members I spoke to and that once a dispute investigator saw this, that these charges would be removed. I have had to reopen these disputes multiple times now because Apple Card keeps saying these charges will remain due to no evidence. However, they have PDFs of the membership cancellation email from XXXX that is dated with a time stamp proving these charges occurred after my cancellation with them. I have now reopened both of these disputes again.
Company Response:
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: At approximately XXXX on XX/XX/2023, I received an email from Marcus by Goldman Sachs stating that, " The United States Postal Service let us know that you filed an Official USPS Change of Address order. '' I had not filed a change of address request with the post office, and was predictably terrified that someone had done so fraudulently. I promptly went down to post office and asked them to look into the matter. It turns out that, according to the gentleman at the post office, there was no USPS Change of Address order put in, and Marcus put me through a tremendous amount of emotional distress by sending out a fraudulent email. This is unacceptable.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: XXXX : initiated a transfer request from Marcus to a previously verified bank. The amount to be transferred was approximately 20 % of the account balance. XXXX : Marcus cancelled the transfer request. XXXX : I realize the transfer request had been cancelled. Contacted Marcus through on-line chat help in the Marcus web site. Was told help could not be provided through chat and needed to call. Called the provided phone number, and after talking to a CSR and a specialist, that there was an attempt to verify the transfer by phone. Since the verification was not completed the transfer was cancelled. They would now confirm the transfer, and I should re-initiate the transfer request through the same on-line transfer process as before. I then went to the web site and requested the same amount be transferred to the same verified back as the XXXX transfer request. The phone call required approximately 30 minutes. XXXX : checked my account for the status of the transfer. Did not see that any transfer request had been made. Again, initiated a transfer request for the same amount to the same verified bank as the XXXX transfer request. Upon completion I received an error message on the web site indicating that there was some system trouble, and I should try again in a few hours. XXXX : returned to the web site. Confirmed that there was no pending transfer. Again, re-initiated a transfer request for the same amount to the same verified bank as the XXXX request. Received the same error message on the web site as seen on XXXX. Called the help number shown on the Marcus web site. The CSR could not complete the transfer herself and needed assistance from a specialist. After being put on hold 5 times waiting for a specialist, I cancelled my request to the CSR for the transfer. Instead, I requested that the account be closed, and all of the funds in the account be moved to the credit union account that was initially used to fund the Marcus account. This also required specialist assistance, and being placed on several holds. At one point I was kicked back to the automated answering system and needed to go through the process of explaining the concern again. There was also a request by Marcus to have the secondary account holder verify the closure of the account. I had the secondary account holder verify with me to close the account, and was told this would be completed in 1-3 business days. In total this phone call required 90 minutes. XXXX : The secondary account holder received a phone message that there was a concern with the account closure. After returning the call she was told that the account could not be closed without the primary account holder confirming the closure again because there was a fraud hold put on the account. Since the primary account holder was not available, he would need to call in to the Marcus help line later. Although requested, the CSR could not give a direct phone number to reach the same person to complete this, and the call would need to go through the same help phone process as previously done. This phone call took 60 minutes. XXXX : I ( the primary account holder ) called in to the help line and informed the CSR that I had been requested to call in and speak with the fraud department. She placed me on hold for a few minutes, and after returned confirmed that I was trying to close the account. She then went through the process of re-confirming the closure of the account and informed me that the funds would be in the requested credit union account in 1-3 business days. I reconfirmed that this meant Wednesday would be the latest day I should see the funds, and the CSR confirmed. This phone call took approximately 15 minutes. XXXX : Received an email stating that someone from Marcus had been trying to call me, but could not reach me, and requesting a call back. I confirmed both phone numbers on the Marucs account, and neither had received any phone calls that day. I called into the help line and spoke briefly with a CSR. She then placed me on hold twice in order to reach a specialist. XXXXXXXX the specialist then confirmed my information, sent a 1-time PIN to my phone which I confirmed, and confirmed an in-coming transfer from XXXX. After that she informed me that a 3-way call with my credit union was necessary because a hold was placed on my account. Since the credit union was closed for the day, she informed me that I would need to call back tomorrow to have this 3-way conversation. The phone call took approximately 30 minutes. XXXX : I called XXXX XXXX XXXX XXXX to inform them that Marucs would be calling to have a 3-way call to confirm information. They informed me that they dont normally do this, since they have no way to confirm who is in the call. However, they agreed that they could give out limited information. I agreed to give them permission to give out this limited information to Marcus by Goldman Sachs. This phone call took approximately 20 minutes. XXXX : I called Marcus to initiate the 3-way call. I spoke to the CSR and explained that I was calling back to initiate this call, and he would likely need to get a specialist for assistance. He agreed and placed me on hold to get assistance. He then came back and explained the specialists were busy and he needed to continue to ask me to wait. This repeated 2 more times, requesting to repeat the hold process. The final time he informed me that there was a restriction on my account placed by either the state or the IRS, and I would need to contact them to clear this up. He could not identify who had placed this restriction. After I complained that this was another new concern for transferring money that Marucs was bringing up, as in similar attempts Ive made, I asked to speak with a supervisor. After another hold period a supervisor discussed further and informed me that the IRS had placed a garnishment on my account, and they could not remove it without the IRSs permission. I asked when this occurred, and she was unable to tell me. After some further prodding about what was going on, she asked me to hold while she contacted a specialist. When she returned, she informed me that only a 3-way call with my credit union was required to clear up the concern on my account, and transferred me to a specialist to complete this. The specialist, XXXX, placed me on hold to contact the credit union. When she returned, she a person from the credit union on the line. I explained to him that I wanted to close my Marcus account, and transfer the balance to my XXXX XXXX XXXX XXXX account. XXXX then explained that she needed to confirm a few items with him, before this could be completed. She asked him to confirm the last four digits of my social security number, my birthdate and my address, all of which she read to him, and he confirmed they were correct. Then she let him go from the call. She then informed me that she would complete the closure and transfer to my credit union. I asked if there was anything else that needed to be done to complete the closure and transfer the funds, and she replied that nothing else was needed. I then mentioned that when I last spoke to someone at Marucs who was closing the account ( XXXX ) they told me it would be 1-3 business days to transfer the funds, which would make the completion date by Wednesday. I asked her to confirm that the funds would still be transferred by tomorrow, and she confirmed. This phone call took a little more than 1 hour. XXXX : There doesn't appear to be any closure or transfer initiated on my Marcus account, and there is no receivpt of funds on my XXXX XXXX XXXX XXXX account.
Company Response:
State: OH
Zip: 43040
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-26
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: A trip was planned to go to XXXX and was canceled Goldman Sachs would credit my credit card and XXXX months later add the amount of {$530.00}. back to the card I have been going through this for months and still not getting the amount reversed back to the credit card
Company Response:
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2023-12-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-25
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: Apple Card/ GS Bank USA has been reporting a closed, charged off account which has negatively affected credit report. 15 U.S Code 6802 15 U.S Code 6805 Charged off accounts are considered income and must be removed
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-12-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have an apple card, which is bank issued through Goldman Sachs. I cancelled an apple order of a new XXXX on XX/XX/2023. The charge was for XXXX XXXX The order was sucessfully cancelled through the merchant ( Apple ), they confirmed that the order did not fully go through since it was cancelled. Merchant was not able to do anything on their end and told me this is a bank-specific issue. So I contacted Goldman Sachs beginning since XX/XX/2023. They always tell me the same run arounds about contacting different departments of the bank, and telling me " just keep waiting ''. It is towards the end of XXXX, the order was cancelled in XXXX. The pending charge should've dropped long time ago. I can not use my apple card because the pending charge is using up majority of my available balance. Please help, thanks.
Company Response:
State: GA
Zip: 30263
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-23
Issue: Managing an account
Subissue: Problem with fees or penalties
Consumer Complaint: Opened a 10 month CD with Marcus by Goldman Sachs back on XXXX of XXXX In XXXX I received a notice from the bank saying they did not have my Signature card on file for 1099 purposes. So I send one in and spoke with a XXXX to avoid a federal witholding on my account. However, it was too late. They took out {$220.00} from my account .Nonetheless, I asked XXXX if we were all set with the signature cards on the account. She advised that she would take my wife 's signature card from the savings and put it on the CD. I confirmed if I was all set. She advised I was. Fast forward to XXXX of XXXX I was told to sent over a signature card for my wife. Long story short, I sent in four, Beginning on XX/XX/XXXX to XX/XX/XXXX. I called back on XX/XX/XXXX, XXXX, XXXX, and XXXX. They advised they never received. I was advised without the signature card I would not have any FDIC insurance on the CD. All the SIgnature cards were sent to Goldman Sachs Bank USA, XXXX XXXX XXXX, XXXX XXXX IL XXXX. So I was so upset, I advised them one was sent in. I was told I would not have FDIC insurance on the account. The took the money out on XX/XX/XXXX, XXXX, THEY CHARDED ME A {$2300.00} EARLY WITHDRAWL PENALTY. I was told wrong info the whold time, I want my {$2300.00} BACK.
Company Response:
State: AZ
Zip: 85297
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The corporation has Violated The Privacy Act of 1974 as well as the terms and conditions of our agreement pertaining to its initial privacy notice. The Consumer has respectfully entrusted the corporation with a certain level of expectation that the financial records would be maintained safely, securely, and in good faith. The corporation has repeatedly, on a monthly basis disclosed non public personal information, including personal records and personal transaction history, to multiple non-affiliated third parties for marketable services such as XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This has negatively affected the consumers ability to attain credit and services for Personal family and household usage. Although the consumer has received the initial privacy notices, the consumer receives the goods monthly the corporation has failed to deliver notice to the consumer of the ability to opt out of the sharing of non public transaction history on account to non affiliated parties of the Agreement. Please See all violations below 5 U.S.C. 552a ( b ) 16 C.F.R. 313.10 ( a ) ( 1 ) ( ii ) - Limits on disclosure of non-public personal information to nonaffiliated third parties. 16 C.F.R. 313.10 ( a ) ( 1 ) ( iii ) - Limits on disclosure of non-public personal information to nonaffiliated third parties. 16 C.F.R. 313.10 ( a ) ( 3 ) ( i ) - Limits on disclosure of non-public personal information to nonaffiliated third parties. 12 CFR 1016.10 ( a ) ( 1 ) ( ii ) - Limits on disclosure of nonpublic personal information to nonaffiliated third parties 15 U.S. Code 1681b ( b ) ( 1 ) ( A ) ( ii ) - Permissible purposes of consumer reports 15 U.S. Code 1681b ( b ) ( 2 ) ( A ) ( i ) - Permissible purposes of consumer reports 15 U.S. Code 1681b ( b ) ( 2 ) ( A ) ( ii ) - Permissible purposes of consumer reports 12 U.S. Code 3403 ( a ) - Confidentiality of financial records
Company Response:
State: NV
Zip: 89081
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-24
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 keep receiving unknown charges from Apple services to my apple card. I've called Apple Care to attempt to get them to find the account the charges are coming from and they are not doing so. I've called Apple Card support ( Goldman Sachs ) they are also not assisting. The charges have been happening for about a year. They first started at XXXX and now it's recently {$65.00}. These charges happen everyday either once a day or multiple times per day. The last attempt was today XX/XX/2023 for {$65.00}
Company Response:
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2023-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A