Date Received: 2023-02-16
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: Company refused my SCRA request under Louisiana State Law RS 29:312. Military Contract and Proof of Home Of record was mailed to company and still refused to comply with State Law.
Company Response:
State: AE
Zip: XXXXX
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened an account with Marcus on XX/XX/23 the promo was earn a XXXX bonus after funding account with at least XXXX from an external account. I funded the account on XX/XX/23. I reached out to find out when i would receive the XXXX bonus, was told it takes 15 calendar days. I reached out again today and was told that the XXXX bonus would not be added until the account maintained open and funded for 90 days. This seems deceptive, i understand that if i took the money out before the 90 days I would not be entitled to the XXXX bonus, but i was under the impression that the XXXX could be added after 15 calendar days and I would be earning interest on that. I contacted the chat option on the website, and that was explained to me after I suggested that I contact your organization. I know contacting your organization is not going to get my XXXX bonus any sooner, but I feel that it was not spelled out explicitly of how and when the bonus would actually be realized.
Company Response:
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I am writing to file a complaint regarding the XXXX late payment report on my credit report by Goldman Sachs XXXX which I believe was done illegally. I strongly believe that the report is false and caused by issues on Goldman Sachss end. I request that the late payment report be removed from my credit report immediately. There are multiple reasons to support my claim. Firstly, I was locked out of my account by Goldman Sachs when I created a new Apple ID/Email address, and they couldnt provide me with a way to access my account online or update my email/Apple ID address on the account. This caused me to miss seeing unauthorized charges made to my account and the ability to update my bank information to pay the account in full and close it. Secondly, I paid off the card in full on XX/XX/2022 ( before my Apple ID was changed ), assuming that the card would be at {$0.00}. I canceled all my subscriptions and updated all my payments to other credit cards. However, I kept being charged for subscriptions I did not recognize or that were canceled, XXXX {$24.00}, and Apple.com/bill for {$9.00}, charging me without authorization a total amount of {$34.00} for 7 months ( XXXX ). Since I couldnt access my account, I wasnt aware of these charges, which led to a late payment. Thirdly, I reached out to Goldman Sachs via Apple Chat and phone calls on XX/XX/XXXX, XXXX, and XX/XX/XXXX, explaining that I wanted to access my account. I explained to them that I had switched to a new Apple ID account, but they told me that they couldn't help me update the account. Eventually, I was able to recover my old account through Apple and gain access to the Apple Card portal, but by then, it was too late. I scheduled payment on XX/XX/XXXX via the online portal, and although I told the representative my situation ( on XX/XX/XXXX prior to the 30-day late report ), and since he couldnt help me access the account, I told him that I would try to recover access through Apple and just to note it and not report me because of that circumstance. One day later, payment was scheduled, but they still reported me late. I strongly believe that Goldman Sachss negligence in creating a proper portal and system for users has caused me great damage to my financial reports. They have not covered the scenario where users of their credit card may change Apple IDs in the future, and they should offer access or the option to update the email/Apple ID. As a result, I seek the removal of the 30-day late payment report from my credit report. I do not seek any fee reimbursement, only the removal of the late payment report from my credit report. I believe that this late payment report was made illegally and without proper justification. I would appreciate a prompt resolution to this issue. Please contact me if you require any further information or documentation. Thank you for your time and consideration.
Company Response:
State: FL
Zip: 341XX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Problem when making payments
Subissue:
Consumer Complaint: I tried to make a principal only payment in XX/XX/XXXX and was told they can not accept principal only payments outside of my autopay due date. However, if I remove autopay, my interest rate will increase as they gave me a .25 % decrease by setting up autopay. I then had a check mailed to XXXX to process. It is now showing online in my account with a payment date of XX/XX/XXXX. I then went in and tried to do a payoff and I received an error message and it tells me I have to call in to get my payoff quote ( XXXX ). I called in to XXXX and they told me they couldn't give me a payoff quote because the XXXX transaction was still processing. I then told them it was showing online and my current balance is showing {$12000.00} online. I was then put on hold and told my payoff quote is {$16000.00}, but they couldn't send it to me in writing because of the payment issue. I then told the representative my balance online showed it was {$15000.00} as of XXXX. I then asked how I could have almost {$900.00} in interest and requested how that makes sense mathematically. I was not given an explanation and was told he could not explain it to me. He then suggested I call back tomorrow to then make a payment, but I also told him waiting another day was going to be another day of interest I was going to have to pay, which is not fair to me as the consumer. He agreed but offered no other alternative. He then suggested I go back in and try to make a payment amount with a specific dollar amount. Based on my calculations, I believed today 's payoff amount would be {$12000.00} ( I added a XXXX ) so I tried to make that payment online. I got another error message stating the payment was too high and I had to call in. The customer representative then could not help me with anything and we both became frustrated. I ended the call and then tried to make a payment of the current principal balance. I got the same error message, so I called back again. The next representative suggested to remove the autopay to see if it will allow for a payment to be processed. I agreed and received the email notification it was removed. She tried to do a payment and it would not let her. I then logged back into XXXX and tried to make a payment and received the error message. XXXX is not allowing me to make another payment to payoff the loan. However, if I wait another day or XXXX ( based on their suggestions ), I will be charged extra interest.
Company Response:
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I have an account with Marcus Goldman Sachs. I tried to process a transfer on XX/XX/XXXX from a Marcus Savings account to a XXXX XXXX XXXX account. They deposited two small amounts to my XXXX account as a confirmation of the external link between the banks. A few days later they informed that I could not deposit funds in that account and asked if they should cancel the transfer. I said yes. A week later I was still seeing the transfer was pending. I contacted them again and they said that they decided they could deposit to the account. Nobody told me. So all three parties got on a call and they confirmed my account and told me the transfer was being processed. I checked several days later and still nothing. I called back yet again and they could not explain what was going on but I am still unable to transfer the funds to any of my accounts. I told them to cancel the transfer and to close my account. They asked funny enough which account I wanted the funds transferred to. I selected a different account and they told me it would take one day. I called back today as I still do not see any activity pending on my other account. Now they are telling me it will be three days more. I have no confidence I am ever going to see this money.
Company Response:
State: OH
Zip: 43035
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Credit card from GM Goldman Sachs was mailed to my home. I never requested or opened an account from GM so I contacted # XXXX, found out card was open in XX/XX/2022 and all purchases were made one line without the card. I have reported the issue with them and closed the account also reported it as fraud. Please advise if there is anything else I should do. They have charged XXXX. I do not want to be held responsible for something that is not mine
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Goldman Sachs Bank recently changed policies associated with ACH and wire transfer withdrawals from accounts held with them. Here is a verbatim statement of their account changes taken directly from an email : " Weve updated portions of our Deposit Account Agreement relating to your account ( s ). For existing customers, the changes will go into effect 30 days after the date of the Deposit Account Agreement linked below. I contest any limits that the bank places on funds transferred. It is my money, and I have the right to access my funds when I want at whatever amount I want, and they have no right to create a policy that limits such access and also creates limits " on the fly '' when I first try to schedule such transfers. Based on the laws I have read, what they have implemented is illegal and I did n ot agree to such policies when I opened my acount. " Here are some key changes : ACH transfer limits. We may place limits, based on total dollar amount or frequency, on funds transferred by ACH between your XXXX account and a linked external account. Well let you know about these limits when you schedule your first such ACH transfer. Wire transfer limits. We may place limits, based on total dollar amount or frequency, on funds you send by wire from your XXXX account to a third-party account. Well let you know about these limits when you schedule your first such wire transfer. ''
Company Response:
State: NH
Zip: 037XX
Submitted Via: Web
Date Sent: 2023-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Company : Marcus by Goldman Sachs Re : Auto-renewal of CD for a non existent product without proper notification period and no market rate adjustment CD expired on XXXX XXXX XXXX Markus called once and asked to call back. I forgot to call back. I called back on XXXX XXXX since CD status was " undecided '' in the app. I wanted to move the money from CD to my joint account in the same bank. Three different customer representatives failed to find a resolution ( time spent on the phone over 85 minutes ). None of the representatives were able to answer four questions : 1. how much time does a customer have to decide what to do with money after CD matures 2. tell me what would be the penalty if I move my money out of the " new '' CD 3. why my CD was auto renewed in their systems but not reflected in the app so I did not receive any notification 4. why was the CD renewed at a 1.1 % rate without market adjustment. Customer Service opened a case... Checked the app again on XX/XX/XXXX. Someone had updated the status in my application that I auto-renewed the CD. Which is NOT what I did. Called Customer care on XX/XX/XXXX. Asked to speak to someone senior. Asked same questions. Waited on the phone for 35 minutes only to be dropped off. Case still pending resolution.
Company Response:
State: CT
Zip: 06830
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
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 I purchased 3 tickets utilizing my Goldman Sachs Apple Card ( attached ). The event was scheduled for XX/XX/XXXX in XXXX VA. Upon arrival to the venue I noticed that my view was obstructed. I immediately contacted XXXX XXXX to advise that my view was obstructed. XXXX XXXX notified me that no refund is given after the event starts ( attached ). Although their policy ( attached ) states the if a view is obstructed it will be noted on the tickets ( attached ). I initiated a dispute with Goldman Sachs on XXXX XXXX, my dispute was denied. I then initiated a 2nd dispute in XXXX that was also denied. XXXX XXXX did not provide the service that I paid for, which were tickets with an unobstructed view.
Company Response:
State: TX
Zip: 76248
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-14
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 I made a purchase from the merchant XXXX. When the items arrived they were heavily damaged. Literally broken into pieces. I immediately reached out to the merchant through the contact form on their site and received an automated email from them stating they'll get back to me. They never did. As a result I filed a damaged item dispute with the credit card company Goldman Sachs Apple card. I supplied photo evidence of the damaged items and my reach out attempt to the merchant. They gave me a temporary refund while they looked into it. XX/XX/XXXX Goldman Sachs rejected it the first time saying they have proof I made the purchase. I called to inform them I was not disputing I ordered it. I once again informed them my dispute was based off the condition of items received and the fact the merchant refused to get back to me. They reopened the case XX/XX/XXXX. XX/XX/XXXX Goldman Sachs rejected my claim again stating I did not provide evidence. I had already sent them messages and emails of the photos of the damaged products as well as screenshots proving I reached out to the seller. I called them again to explain all this. XX/XX/XXXX Goldman Sachs reopened the case and I resent all the photo evidence. This time I confirmed on the line with the employee they received all the files. XX/XX/XXXX Goldman Sachs again denied the claim saying I should have reached out to the merchant first. I again provided evidence I had reached out to the merchant and the merchant refused to get back to me. XX/XX/XXXX Goldman Sachs once again reopened the case. XX/XX/XXXX they rejected the dispute saying the items were not proven to arrive damaged. I called them back XXXX demanded they explain how photos depicting damaged merchandise does not illustrate damaged merchandise. The apologized and reopened the case. Promising someone in fraud will contact me directly about the case if there's any further issues. XX/XX/XXXX Goldman Sachs once again reopened the dispute. XX/XX/XXXX they rejected it claiming no evidence was supplied. Despite the fact I had already on previous occasions confirmed evidence was received on their end Illustrating the damaged items as received and the proof I contacted the merchant to resolve it already. At this time, over the past year I've called them XXXX times and spoken to multiple representatives and levels of management and they're all entirely incapable of providing reason for the fraud teams incompetence. And since the fraud team is refusing to contact me despite multiple promises they will by Goldman Sachs XXXX XXXX XXXX I filed a complaint with CFPB XX/XX/XXXX. XX/XX/XXXX Goldman Sachs called me to say they're reopening the case. The person speaking with me claimed they were a XXXX and stated someone from fraud will specifically call me once they review the case. No one from Goldman Sachs called me or reached out to me after that. XX/XX/XXXX Goldman Sachs responded to my CFPB saying they've closed the case stating I do not have proof I returned the items. As I've already mentioned to them both verbally with a XXXX ( on the phone ), through text as part of my fraud claim with them, as well as in my CFPB complaint, I reached out to the merchant to make them aware I received damaged items. XXXX XXXX ( the merchants ) website they must be contacted through a submission form on their website to initiate a return. I supplied evidence that I've submitted this form/ reached out to the seller to Goldman Sachs XXXX XXXX did not respond back to my contact to initiate a return or address the issue whatsoever. Hence the whole reason I filed the claim through Goldman Sachs in the first place. Going by Goldman Sachs response to the first CFPB complaint they're clearly not reading any of the provided files, evidence, documentation nor the complaint itself as they are not addressing the issue whatsoever. Goldman Sachs then responded on XX/XX/XXXX that I had no reason to contact the merchant because the merchants XXXX policy states that returns can be directly returned to them without contact. However I made the order in XXXX when the return policy by XXXX specified they must be contacted first before a return is made. Goldman Sachs is fully aware of this but clearly doesn't want to admit how terribly they've handled this claim and are grasping at straws. It's very unfortunate.
Company Response:
State: CA
Zip: 94127
Submitted Via: Web
Date Sent: 2023-02-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A