Date Received: 2023-02-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Hello, I was calling a lot to this company " Marcus by Goldman Sachs '' ( XXXX XXXX ) since opened the Savings account. I told the lady who answered my first call with very bad mood that she should be well educated first on how to response a customer. I felt offended as I am not a native person speaking XXXX. So I tried to close the Savings account and get returned my money back. They stopped twice and told me that it was a fraudulent activity from my side and block the online access. I received emails saying that my XXXX account was closed and I never received any other information regarding where is my money. ( over {$10000.00} ) I called so many time and they denied my on-line access even I told them they are doing such illegal thing to me. Should I be treated like this because just I am an XXXX XXXX XXXX XXXX
Company Response:
State: NV
Zip: 89149
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This matter involves Marcus by Goldman Sachs taking most of my cash savings of {$250000.00} from my XXXX savings account on XX/XX/XXXX through a reversal of a prior transaction that occurred in XXXX of XXXX. Essentially this matter involves XXXX and Marcus misplacing {$250000.00} back in XXXX of XXXX ( that never was received by me ). I assisted both parties with hours of my time to help them. Marcus had determined on XX/XX/XXXX that I am not responsible for such error and found in my favor by written correspondence and also by telephone even earlier. Despite such finding, Marcus took the money anyway on XX/XX/XXXX from my XXXX account, which ultimately didn't get released back to me until XX/XX/XXXX causing me substantial stress not knowing if I would get my money back. Marcus further messed up the complaint I put in on XX/XX/XXXX ( upon discovery of the wrongfully taken funds ) requesting my money back, but Marcus failed to enter the complaint property and had to redo it all around XX/XX/XXXX. During that timeframe, I had called in multiple times and spoke to agents, supervisors and the fraud department, yet they still didn't notice my complaint was not entered properly.
Company Response:
State: FL
Zip: 34119
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: I'm here to report a general unfair process handled by Marcus bank. I opened quite some CD accounts in this bank. Recently, I noticed I can set how to handle the money after maturity for some accounts but not other accounts. I gave them a call and got to know I can only set it up after one year of account opening. Now, the question becomes why Marcus has this policy? This is just a setting and customers don't really withdraw money before maturity. The default setting is that CD will be renewed to the rate of that time if there is no further instruction from customers. Obviously, Marcus bank plays a game against customers. If customers like me either forget to change setting after one year or miss the maturity email from them, they can just hold the money for another term of CD. If I try to withdraw money after maturity date, they can charge the penalty. This kind of policy is designed intentionally to hurt customers and is not morally a right business practice. I report this not only for myself but also for other Marcus CD customers. Marcus bank by Goldman Sachs should stop this kind of policy and let customers decide how the money will be handled after maturity when the CD account is just opened.
Company Response:
State: WA
Zip: 98029
Submitted Via: Web
Date Sent: 2023-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-19
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: XX/XX/XXXX Placed a order for XXXX shoes on line from XXXX but the transaction was suspicious after not being able to contact the seller and then the payment was made to XXXX to a XXXX XXXX not a business. XX/XX/XXXX Email from XXXX showing package shipped to my address XX/XX/XXXX XXXX XXXX with apple card support and advised. XX/XX/XXXX email from XXXX saying the package was delivered to XXXX XXXX. I went to the XXXX XXXX post office and was given a signed copy of the shipping instructions that shows a different address than my address and the correct address the seller verified. I have given the Apple card associates this information many times and each time it keeps getting put back on dispute without the charge on my card until today. XX/XX/XXXX Requested a supervisor to have the charge taken off because I sent in documentation a package was sent to a different address. The Apple XXXX at XXXX XXXX said the charge was going back on my card even though I sent in the above showing the package was sent to another address and I had to pay it on the due date or be delinquent. I advised didn't seem right to pay for something I didn't receive.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
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: On XX/XX/XXXX, my Apple Card ( run by Goldman Sachs ) was charged {$770.00}. I reported the transaction as fraudulent and put in a dispute on XX/XX/XXXX. Apple Card had done " internal review '' and the case has been ruled against my favor. When calling and or chatting with Apple Card Specialist at Goldman Sachs ( only method of communication with the credit card ), they can not to tell me more about the fraudulent charge or provide any reason as to why it was ruled in the merchants favor. I have requested from merchant evidence, but have not received any. I have since disputed the charge 3 additional times after the initial dispute. So a total of 4 disputes. The additional dispute dates as follows : XX/XX/XXXX, XXXX XXXX ( Dispute case number : XXXX ). Apple Card Supervisor claim all they can do is dispute the charge. Nothing more. On the last disputed submitted, the Apple Card Supervisor created a 3 way phone call between him/her-self, an Apple Store Manager, and myself, with the goal of attempting to look into what was charged on my account. Upon doing so, we were unable to locate any charges on my account despite my Apple Credit Card being charged {$770.00}. We submitted one final dispute ( 3rd one ) on XX/XX/XXXX. However, today on XX/XX/XXXX, the case was again ruled against my favor. When calling Apple Card Supervisor, they cant provide me with why additional information and claim I need to put in another dispute. I have been attempting to remove this fraudulent charge for almost close a year. Apple Card keeps declines my fraudulent charge dispute, is not providing me with any meaningful merchant evidence, and keeps passing the buck the next department and saying hope they will do job
Company Response:
State: NJ
Zip: 08857
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-17
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I have the apple credit card. I have ~ {$930.00} in available credit however my card keeps getting declined for a {$18.00} transaction. I talked to the Apple Card customer support and they told me this is due to my account being " under review '' and they can't tell me how long it'll be restricted for.
Company Response:
State: IL
Zip: 60538
Submitted Via: Web
Date Sent: 2023-02-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-18
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: This debt is reporting incorrect information on all XXXX reports. The date open is all different as well as the credit type, and date closed. This information is very misleading and incorrect. I have attempted multiple times and for multiple years to have the information corrected or deleted. Neither has happened and it is currently showing different on all reports. I am asking this to be removed.
Company Response:
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: It has not been 30 days and Goldman Sachs Bank, XXXX XXXX XXXX XXXX, issuer of the My GM Rewards Card is sending me harassing letters. May I refresh Goldman Sachs, Goldman Sachs, GM, Marcus, Goldman Sachs Bank USA XXXX XXXX and all other associates of Goldman Sachs made the following statement noted XX/XX/2023 : The Bank will cease all communication with the Customer except those legally required or requested by the Customer as of XX/XX/2023. Per the Customers request, a balance letter was mailed to the Customer on XX/XX/2023, stating the account is closed and at a XXXX balance. Based on the above details, we kindly request this complaint be closed. DESCRIPTION OF NON-MONETARY RELIEF The Bank will cease all communication with the Customer except those legally required or requested by the Customer as of XX/XX/2023. I am, therefore, filing another complaint to request someone inform the Goldman Sachs Bank, XXXX XXXX XXXX XXXX, issuer of the My GM Rewards Card to cease and desist all communications with me and further remove my name and all addresses from their database. I do not have an account with them, and I do not care to receive any correspondence from them or anyone associated with Goldman Sachs at any location. I will never buy a XXXX XXXX product and I will never use a credit card from GM or Goldman Sachs. You are now harassing me through the use of the XXXX XXXX Postal Service. I have not requested any communication with Goldman Sachs Bank, XXXX XXXX XXXX XXXX, issuer of the My GM Rewards Card or Goldman Sachs, Goldman Sachs, GM, Marcus, Goldman Sachs Bank XXXX XXXX XXXX and all other associates of Goldman Sachs XXXX So why are you sending me letters. I do not want any information about anything Goldman Sachs deals with. I thought Goldman Sachs Bank, XXXX XXXX XXXX XXXX, issuer of the My GM Rewards Card or Goldman Sachs, Goldman Sachs, GM, Marcus, Goldman Sachs Bank XXXX XXXX XXXX and all other associates of Goldman Sachs wanted to close my complaints? Once again, the Headquarters offices in New York, Goldman Sachs Bank, XXXX XXXX XXXX XXXX, issuer of the My GM Rewards Card or Goldman Sachs, Goldman Sachs, GM, Marcus, Goldman Sachs Bank XXXX XXXX XXXX and all other associates of Goldman Sachs need inform all offices to stop corresponding through any and all forms of communications with me. Once again request Goldman Sachs Bank, XXXX XXXX XXXX XXXX, issuer of the My GM Rewards Card or Goldman Sachs, Goldman Sachs, GM, Marcus, Goldman Sachs Bank XXXX XXXX XXXX and all other associates of Goldman Sachs show the Goldman Sachs Bank XXXX XXXX XXXX XXXX XXXX how the cease and desist process works and to not keep sending correspondence to someone who did not ask for and does not want any communication with Goldman Sachs XXXX I further request someone with Goldman Sachs Bank, XXXX XXXX XXXX XXXX, issuer of the My GM Rewards Card or Goldman Sachs, Goldman Sachs, GM, Marcus, Goldman Sachs Bank XXXX XXXX XXXX and all other associates of Goldman Sachs provide instructions to the Goldman Sachs Bank XXXX XXXX XXXX XXXX XXXX on how to delete a persons name from your database when that person no longer has an account or a card. Once again, I will never buy a XXXX XXXX product and I will never use a XXXX XXXX card. But most of all I will never associate with Goldman Sachs Bank, XXXX XXXX XXXX XXXX, issuer of the My GM Rewards Card or Goldman Sachs, Goldman Sachs, GM, Marcus, Goldman Sachs Bank XXXX XXXX XXXX and all other associates of Goldman Sachs XXXX Goodbye!
Company Response:
State: CA
Zip: 94577
Submitted Via: Web
Date Sent: 2023-03-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My GM Rewards Card at Marcus by Goldman Sachs was charged on XX/XX/XXXX for {$470.00} for an item I did not authorize nor purchase, labeled XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX FL XXXX. Upon noticing the charge, I promptly called Goldman Sachs and notified them, and they temporarily credited the charge to my account. Goldman initially denied my claim that this was a fraudulent charge that I did not authorize and conveyed this to me. I asked Goldman for rationale behind why they denied covering my fraudulent charge and they provided information from the merchant, but this fails to show that I made the charge - I didn't and it was unauthorized. From what they told me, this transaction was not in person, and someone stole both my credit card info and personal information. I appealed this decision, and Goldman took a few months to investigate, however they reversed their decision, making me liable for the unauthorized charge notifying me of this decision on XX/XX/XXXX. They asked me for evidence that I didn't authorize the charge, but if the charge is unauthorized and fraudulent, how would I have evidence that it's a charge that I didn't make? That makes absolutely no sense. Upon that appeal, I'm writing to the CFPB. A credit card company should cover unauthorized and fraudulent charges on consumer accounts, and Goldman Sachs has failed to do this. They're asking me to prove the impossible, to prove that I didn't authorize a fraudulent charge - I fail to believe Goldman Sachs makes every customer that has fraudulent charges prove that they didn't make them. ( Dispute ID : XXXX )
Company Response:
State: IN
Zip: 465XX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Marcus Goldman Sachs is engaging in a pattern of manipulation and dishonesty to prevent customers from withdrawing money from their institution. Here are the details : I opened a certificate of deposit account with Marcus at Goldman Sachs on XX/XX/XXXX in the amount of $ XXXX. I funded the account via an ACH transfer through my XXXX XXXX Account. The money was debited from my XXXX XXXX account and credited to the Marcus account on XX/XX/XXXX ( i.e., the same day it was opened ). After attempting to add my husband to the account and having a terrible customer service experience doing so, I tried to close the account. I was told via their customer service chat function that this could only be done by calling their customer service number. On XX/XX/XXXX I called and spoke to a representative named XXXX. I asked to close the account. He placed me on hold and the call was cut off. On XX/XX/XXXX I called and spoke to a representative named XXXX. I asked to close the account. She executed the account closure, but told me that the money would be on hold until XX/XX/XXXX, and so I needed to call back on that day to complete the account closure process. On XX/XX/XXXX I called and spoke to a representative named XXXX. She told me that the money was on hold until XX/XX/XXXX, and that I needed to call back on XX/XX/XXXX to close the account. On XX/XX/XXXX I called and spoke to a representative named XXXX. XXXX confirmed that the hold was removed from the funds, and he closed the account. He transferred the money back to the original XXXX XXXX account that the money originally came from via ACH transfer. XXXX told me that the money should be back in my XXXX XXXX account by XX/XX/XXXX at the latest. On XX/XX/XXXX, the money had not been credited to my XXXX XXXX account, nor did my Marcus account show that a debit, or account closure was in process. On XX/XX/XXXX, I called and spoke to a representative named XXXX. She stated that the money in my account was placed on another hold, and would not be released until XX/XX/XXXX. Therefore, I asked to speak to a supervisor. On XX/XX/XXXX, I next spoke to a supervisor named XXXX who confirmed that the money in the account was on hold, and that closing the account would take an additional 10 business days PLUS an additional 3 business days for the ACH transfer to be completed, which would be an additional 2.50 weeks total. I asked why there were so many holds being placed on the money, and why it was taking so long for the money to be transferred back to the account where it originated from, and XXXX said that this is just reflective of Marcuss policies and processes. I am filing this complaint because I believe that Marcus is engaging in a pattern of deception, inefficiency, and deliberately slow processing times in order to retain their customers monies as long as possible, and I believe this pattern needs oversight and intervention by the US Government. In addition, I still do not have my money, and my account is still not closed, despite many attempts and requests to have the account closed.
Company Response:
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2023-03-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A