Date Received: 2022-12-08
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX unauthorized charges from XXXX on my Apple Card in XXXX, {$1700.00} ( XXXX ), {$870.00} ( XXXX ), {$860.00} ( XXXX ), {$1600.00} ( XXXX ) and {$1300.00} ( XXXX ). I purchased something from this merchant before but not recently due to their overcharging and refusing to dispatch the orders correctly. When I first purchased from the merchant, they collected my Driver 's License photo and autography. I reached out to Goldman Sachs Bank USA disputed these unauthorized charges, the merchant then proved fraudulent information that is not from me to make the transactions valid. I believe my identity is stolen by the merchant to put in fraudulent transactions. I have no way to contact the merchant, my previous account was unable to retrieve. I called Goldman Sachs Bank and re-disputed the fraudulent charges again, but they require me to prove evidence that I never put in orders, otherwise, I have to pay these charges. I don't know how to prove something I never do for online shopping without a shipping address. I already filed XXXX and XXXX XXXX against fraudulent charges, and also provide them to Goldman Sachs Bank. They still continue asking me to prove transactions that are not from me. They are not my orders, how come I would have records on those?
Company Response:
State: CA
Zip: 94901
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XX/XX/XXXX I opened a new online CD with Marcus by Goldman Sacks and I made a transfer from my XXXX XXXX XXXX account of {$100000.00}. Everythign seemed to be going well until XX/XX/XXXX when I noticed two withdrawals from my XXXX XXXX XXXXXXXX account made by Marcus on the same day : {$1000.00} used to open a new saving account, and {$5000.00} used to open a new CD. Both of these transactions were not done or authorized by me. I reached out to XXXX XXXX XXXX and disputed the transactions and reached out to Marcus. At Marcus, I was answered by untrained unprofessional staff who kept transferring me around up to 7 times every call, which lasts anywhere between 1-3 hours at a time with no answers or resolutions to my issues. I called Marcus every day from XX/XX/XXXX to XXXX. Even at the few times that I was assured that they canceled those transactions and closed those accounts, I realized later that nothing has been done. Then it got worse, New accounts in banks that I do not have any relation with have appeared as " linked accounts '' in my Marcus accounts and the transfer of money started to happen from my accounts to those accounts unknown to me. these were XXXX XXXX, another was XXXX, {$1000.00} at a time. My access to Marcus was locked so I could not see what is happening until I call and after 2 hours I got a glimpse on my account and I see more accounts have been opened in my names and money have been transferred then the access was blocked immediately after the call. I do not know what to do at this time since I got no where to go with them on the phone and I was just told that they are only an online bank and they have no branch to go to to talk to someone. Help please
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Dealing with Marcus has always been difficult. I am dealing with them because of the lack of alternatives to obtain reasonable yields on bank accounts. There is minimal customer service and the app/website ( XXXX ) is severely limited in terms of information provided and types of transactions that can be accomplished. In the most recent case, I had a CD that was coming to its maturation date. I simply wanted to take the low-yield CD and put the entire balance into a savings account at Marcus. This simple transaction could not be accomplished on the XXXX so I called their highly automated and impersonal phone system and eventually ( after several tries ) set up the transfer with a phone rep. On the CD maturation date, however, the funds were not handled as arranged. Marcus never informed me that this happened ; I had to discover this when checking the account almost XXXX weeks later. I called and had to speak to 5 or 6 individuals on several calls. Part of this involved trying to set up a new savings account jointly owned by my wife and I. I had to get my wife on the phone to set up this account ; the first time we went through the process, the account apparently was never set up, because I had to repeat the entire process again on a later call. Promises to call back were not kept and after each failed interaction I had to work my way through an annoying and time-wasting automated phone system. Reps were ignorant of how to fix the issue. Marcus acknowledged that their error had caused the problem but were unhelpful in implementing a solution. My request to learn about the current status/location of the funds ( since the CD had matured XXXX weeks ago ) could not or would not be answered. Requests to speak with a manager were answered with a response that a manager would call me, but no call was ever received by me. At this moment, I still do not know the status or precise location of my funds ; the agreed upon maturation plan has not been carried out ; Goldman is refusing to credit me with interest that has been lost by their failure to transfer the funds to the savings account on the arranged date ; questions about the propriety and sufficiency of their customer support given the large amounts involved have not been answered or resolved. The takeaways from this experience are : ( 1 ) Goldman mishandles large amounts of money and do not inform the customer when an error occurs. ( 2 ) Goldman does not follow instructions previously agreed with a customer and does nothing to alert the customer that the agreed plan was not completed ( XXXX ) Substantial amounts of money, representing a substantial portion of a customer 's life savings, go into a kind of limbo and nobody at Goldman is available to explain their exact status or how the problem can be solved ( 4 ) Promises to " get back '' to the customer are not honored ( 5 ) Employees lack the expertise, authority and/or willingness to properly escalate issues that are not getting resolved. Employees state that they can not identify who their supervisors are and that they can not contact individuals with whom a customer has previously dealt, forcing the customer to repeatedly provide the same information and background to a new person each time. No system seems to exist to capture customer information to allow cases to be seamlessly processed. ( XXXX ) Employees do not provide actual problem-solving ; rather, the all read from a pre-prepared script, but the canned responses they insist on never deviating from do not solve the issues. ( 7 ) Goldman does not take responsibility for errors that it makes in handling customer funds, including failing to credit interest that would have been earned had the customer 's instructions, as previously agreed with Goldman reps, been properly carried out. I need assurances that these issues have been fully resolved, an authoritative and reliable accounting of the status of my accounts and assurances from an appropriately senior individual as to how the accounts will be handled in the future. Thank you.
Company Response:
State: UT
Zip: 84770
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: GreenSky , LLC enabled contractora and other merchants to take out loans on my behalf which I did not request or authorize them.
Company Response:
State: FL
Zip: 33015
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I'm trying to reach out to anyone who can help me. I wired money to our title company on Monday for the closing costs on my home and the money has been in limbo since then. I have spent hours on the phone with representatives at Marcus Goldman Sachs to no avail. I have even asked for my money back so that I can send it to another bank and they have not don't so. I'm going to lose the house that I have already put earnest money toward and I am without a home currently because I can not get the keys until the bank gets the money. Please let me know what else I can do. I've never been given the run around as much as I have these past XXXX days.
Company Response:
State: TX
Zip: 76244
Submitted Via: Web
Date Sent: 2023-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit act XXXX XXXX XXXX XXXXXXXX with Marcus by Goldman Sachs has violated my rights. 15 USC 1681 section 602 : states I have the right to privacy. 15 USC 1681 section 604 A section 2 : also states a consumer reporting agency can not furnishe an account without my written instructions. 15 USC 1666 B : states a creditor may not treat a credit account under an open end consumer credit plan as late for purpose.
Company Response:
State: MN
Zip: 55106
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: We have always had a GM rewards card, but recently it was changed to Marcus as the administrator. At that time we weren't really using the card very frequently due to not needing the rewards as much. We had received a bill for a small amount, {$8.00}. Not sure what it was but found out it was some sort of recurring charge from XXXX so I contacted XXXX and stopped that and then paid the card balance of what I thought was XXXX. There must have been an additional XXXX of interest from the last statement that I was not aware of. When I made that payment, I was under the impression I was paying the balance in full and we did not have any plans on using the card anymore. No more paper statements or emails from them until XX/XX/XXXX, which at that time says I have a balance of {$36.00}. These are all charges from that XXXX. I called in XXXX and they told me they would look into waiving these. Never heard back and continued to get emails and notice that my account had been closed so called back to check on status. Did not seem that anything had been done from the previous call. XXXX explained that I had switched to e-statements which I checked old emails and spam and couldn't not find any emails. She started another dispute and received this email from them. Hi XXXX, We've received your feedback about the GM Card. Goldman Sachs Bank USA investigated your statement dispute. You contacted us on XX/XX/2022 because you had not received the XXXX to XXXX statements for your G.M Card. As per our records, you provided E-sign consent on XX/XX/2022 and as per the terms and conditions of this consent, all legally required documents including statements are delivered to you electronically and available at https : //www.marcus.com/us/en/documents. On XX/XX/2022, XX/XX/2022 XXXX, XXXX email were sent to you stating that the XXXX to XXXX statements respectively were available. At this time, we are not able to waive any interest and late fee charges. At the time of this statement your delivery preference was electronic, you can change your preference anytime at Marcus.com in your account profile. You can view your monthly balance, minimum payment due, and payment due date on your most recent statement and available on Marcus.com. We appreciate you reaching out about the GM Card. If you have further questions, please contact a GM Card Specialist at XXXX. I just paid the balance because I do not want this to impact my credit for XXXX cents, which I think it XXXX have already though. Had I received a statement showing the balance the next month, I'm sure I would've called and they would have taken care of it. I also have never chosen to have electronic statements for any statements I have so if this was opted in, I think it was probably because the website directed you to choose that and was slightly misleading because I would not willingly choose for e-statements.
Company Response:
State: OH
Zip: 44514
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Attempting to utilize the service members civil relief act through my Apple Card, handled by Goldman Sachs. Applied and supplied them with the necessary documentation XXXX times with no resolve. Active duties started on XX/XX/XXXX. First attempt was made via mail on XX/XX/XXXX. Follow up on XX/XX/XXXX via phone and company said the case was closed due to not having the necessary documents. The specialist found the mailed in documents and reopened the case. I resubmitted the documentation on XX/XX/XXXX. Follow up on XX/XX/XXXX revealed that the case had once again been closed. Resubmitted documents on that date. Final follow up with documents submitted occurred on XX/XX/XXXX via email. Still no response from Goldman Sachs.
Company Response:
State: IN
Zip: 47630
Submitted Via: Web
Date Sent: 2022-12-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
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: In XXXXXXXX XXXX XXXX XXXXXXXX fraudulent charges showed up on my credit card. My balance was completely paid off before these charges, and no charges have been made since. I reported it immediately. I was told they would file a dispute. They stated they received proof from the vendor that the product was ordered and delivered. I did not order the product or approve of the charges. They sent me a copy that the product was ordered by a XXXX XXXX. My name appears no where on the order. I reached our to XXXX to do some of my own investigation and found out she did place an order through her XXXX XXXX account, she did receive the product but doesn't understand nor do I, how my card was charged for the purchase. I have receipts from where she returned the product to the vendor, a shipping receipt from the XXXX that the package was delivered and received by the vendor, and an email conformation from the vendor that they received the product and would credit the account. My card was never credited. I have been going round and round about with XXXX XXXX XXXX since XXXX and they ruled against my dispute and sided with the vendor. The said the supervisor from the dispute department would contact me to no avail to get this resolved. I now have XXXX late payment against my credit report for money I do not owe. I believe there may be fraud that's taken place on the part of my credit card. Thank you, XXXX XXXX
Company Response:
State: MI
Zip: 48423
Submitted Via: Web
Date Sent: 2023-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-06
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: XXXX : I used my Apple Card ( Goldman Sachs - XXXX XXXX XXXX XXXX XXXX purchases via the XXXX XXXX. My credit limit was {$1500.00}. My purchase was + {$1800.00}. Much to my surprise. XXXX approved the entire purchase. I attributed it to good standing - credit history/score, whatever algorithm the company implores as part of their transactional workflow. I was never prompted that the purchase exceeds the limit. I was never prompted nor given the option to pay the difference using an alternative payment method. I was given XXXX indication that this could potentially be a derogatory transaction - or reported as such in the days to come. XXXX : I received an alert from XXXX monitoring services indicating there had been a change to my XXXX XXXX. When I checked, my XXXX XXXX had fallen over XXXX points. XXXX POINTS! I have worked diligently and tirelessly over the past XXXX years to repair my credit. For the first time in a long time I was above XXXX and trending higher. This was devastating, and appalling. XXXXXXXXXXXX reported the balance- as over limit. Again, they approved the purchase, provided NO OPTIONS, and then reported it. How is this acceptable?!? XXXX / XXXX : I immediately contacted Apple Card customer support. I tried to ask if they could increase my limit to cover the difference, or what my options were. They said they couldn't really do anything - and that I could possibly file for another increase- which I did and was denied - or I could contact XXXX, because they don't deal with anything more than transactions. I have not contacted XXXX directly. With transparency - I don't think I could hold my composure and it wouldn't be fair to the customer service rep. XXXX : I paid the entire balance. XXXX XXXX is still showing and counting against my limit the installments that were supposed to be made. Like a revolving balance - even though the entire balance was paid. Apotheosis of deliberate, predatory credit lending and practices. Sincerely, XXXX points less due to their error.
Company Response:
State: IL
Zip: 60091
Submitted Via: Web
Date Sent: 2022-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A