Date Received: 2022-11-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: My account was transferred from XXXX XXXX XXXX to Goldman Sachs Marcus GM in XX/XX/2022. I had an outstanding balance and on XX/XX/2022 I paid off the balance of {$4800.00} by cashing in a life insurance policy. Goldman Sachs GM sent me an email stating I owed a one time payment of {$46.00} in interest on a cash advance. I asked when was the cash advance and they couldn't tell me. They stated the interest was " floating or transient '' charges. Previous to that they gave me a {$50.00} gift but added it to my regular payment of {$140.00} bringing it up to {$190.00} so they decided the way I was to use the credit. I requested my account and card be closed and it was not honored because I was then charged {$0.00} for a balance of the interest payment due. I paid the {$0.00} on XX/XX/2022 because after speaking with a GS manager we knew that any balance left on my " closed '' account would accrue interest. Now GS sends an email on my closed account " Your My GM Rewards Card statement for XX/XX/XXXX - XX/XX/2022 is now available. This statement includes an important notice to your account terms ''. I am being informed that GS owes me {$0.00} after I was informed to pay or else. I am now being harassed by this fraud bank and I called XXXX to inform them I paid them {$0.00}, cancelled my account and I want nothing to do with them. The customer service person stated she forward the issue up the chain of management that I am refusing to take back {$0.00} in a reversal of what I owed them. This is loop of deceit ran by Goldman Sachs GM where I pay the interest off of unknown charges, they create a scenario by forgiving an interest amount that will keep me owing interest on interest. Please help me. .
Company Response:
State: CA
Zip: 94577
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This complaint involves my XXXX XXXX credit card with Marcus by Goldman Sachs. ( XXXX ) My credit score typically varies between XXXX and XXXX. That means that I take paying my bills on time very seriously. My bank is XXXX XXXX XXXX XXXX, and it contracts with XXXX to service its members online bill payments. All of my payments to XXXX, when {$470.00} or less, per my online bankings website, shows that theyve been made electronically. I confirmed this with XXXX, i.e., all but one payment have been made via electronic check. The one payment that was made via actual check was a payment in the amount of {$780.00}. Per XXXX, because this amount was over some unknown limit allowed by XXXX, they had to mail a physical check to XXXX. XXXX notates for customers on their online banking page with an icon next to the payment, showing whether payment was made via check ( paper, via mail ), or electronically. Its worth nothing that this limit amount only applies to XXXX. Another of my credit cards, a XXXX XXXX XXXX, has received payments from me as high as {$7700.00}, and they show that they were paid electronically. The {$780.00} payment to XXXX was due on XXXX XXXX, XXXX ( I actually only owed {$770.00}, but elected to slightly over-pay ), so when I set up the payment through my online banking with XXXX, I chose a payment date of XXXX XXXX in case it took longer than 2 days for XXXX to process the payment. However, because I didnt know XXXX was going to require a physical check ( since I dont know the mystery limit amount ), it took much longer than expected for the check to be processed. XXXX says they mailed the check out on XXXX XXXX. However, XXXX didnt actually credit my account for the {$780.00} until XXXX XXXX. This meant that the payment was late and I was charged a late fee and had to pay interest on the balance. They were kind enough to reverse the late fee when I called, but only after I asked to speak to a supervisor. However, the even bigger issue to me that a payment has now been made late can not be changed. Wanting to make sure this never happens again, I need to find out what dollar amount is the limit upon which XXXX requires the payment be made via check, and I have never been able to get an answer. I have asked to speak to supervisor after supervisor, and no one can answer this question. In fact, today ( XXXX XXXX ), after waiting a week for a callback, I spoke with supervisor XXXX, and I was told that XXXX accepts NO electronic payments and that ALL payments are made via actual checks through the mail. That was it for me. I informed XXXX that I was going to file this complaint with CFPB, and I hoped that he was comfortable with what he had told me, and he assured me that he was.
Company Response:
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
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 used my apple card by Goldman Sachs to purchase an XXXX XXXX XXXX from apple with XXXX interest financing. I elected to trade in my old phone at that time. When my phone arrived I was given a box and shipping label to ship back my old phone for trade in, which I did. My trade in allowance of {$640.00} was credited to my account on XX/XX/19 but instead of being applied to my no interest installment account for the new XXXX it was accidentally applied through no fault of my own as a payment to my account. This made my account have a positive balance of + {$640.00}, even though I have an installment balance of - {$1100.00} for the new iphone. The apple card specialists have informed me that there is NO way for me to apply my positive balance to my negative installment balance, they can not write me a check or give me any sort of refund for my positive balance, and there is no way for me to pay off my installment balance whatsoever. The only thing I can do is wait for my monthly installment payments to slowly drain away the positive credit on my account, month to month. I can not pay off my phone early, there is no way for me to make an additional payment to apply to my installment. Because of a mistake on their end they are trying to force me to either use up my credit balance with purchases which I never intended that money to be used for, or to wait for months or years for that money to be slowly drained by monthly automated installment payments. This would in effect mean that they are holding my money, interest free and forcing me to carry a balance that I dont need, havent agreed to, and could easily be paid down if they simply applied the money that is already in my account to the installment balance which is also on my account.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-26
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This is a continuation of complaint # XXXX. The CFPB has incorrectly categorized this as a " Problem with a purchase shown on your statement. '' This is a problem with Marcus by Goldman Sachs ( XXXX ) erroneously canceling payments made to the account, and their failed attempts to rectify the situation. XXXX from the previous complaintXXXX The original problem occurred when I stopped payment on a mailed check, as I had been advised by my XXXX XXXX XXXX XXXX XXXX XXXX ) that the payment may have been lost in the mail. Once the funds were returned, I initiated a second payment via ACH. However, XXXX honored the ( stopped payment ) check when it did arrive and canceled the ACH payment as it was considered a duplicate payment. At no point did XXXX REACH OUT TO THEIR CUSTOMER to inquire as to the reason for the duplicate payment, if they had done so they would have known to accept the ACH payment, as the mailed check had been stopped. I had been informed that a replacement check was being mailed and that it should arrive by XX/XX/2022. THERE IS NO RECORD that this initial replacement check was ever mailed. A subsequent series of phone calls resulted in another reimbursement check being issued on XX/XX/2022 to be mailed with a delivery date no later than XX/XX/2022. *****ADDITIONAL INFORMATION for complaint # XXXX XXXX received the CFPB complaint on or about XX/XX/2022. XXXX read the complaint and determined that a check had been lost in the mail and on XX/XX/2022 placed a STOP PAYMENT on the newly issued reimbursement check # XXXX. At no point did XXXX REACH OUT TO THEIR CUSTOMER to confirm which check had been lost in the mail. ( The only reported lost check was from the initial check payment by me initiated on XX/XX/2022 a payment FROM my account TO XXXX. ) In other words, XXXX did not read/review the complaint adequately. In fact, I had been informed by XXXX that the expected delivery date for the newest reimbursement check was to be no later than XX/XX/2022. Why did XXXX determine the latest check was lost when it was not even due to arrive until the XXXX? On XX/XX/2022 I received reimbursement check # XXXX. On XX/XX/2022, the check was deposited into my account. On XX/XX/2022, I made an ACH payment to XXXX through my XXXX bill pay system utilizing the funds from the reimbursement check. On XX/XX/2022, I was informed by XXXX that the check did not clear due to a Stopped Payment, and a {$20.00} fee was assessed to my account. On XX/XX/2022, I transferred {$10000.00} from my XXXXXXXX XXXX Savings Account to cover the payment which had already been accepted by XXXX to avoid further fines and fees. XXXX XXXX XXXX claimed to have mailed the initial reimbursement check, but it was never sent. XXXX NEVER reached out to the customer to : a ) determine the nature of the duplicate payment or b ) which check was lost in the mail. XXXX canceled a reimbursement check two days before it was scheduled to arrive. XXXX did reimburse finance charges, post-dated to XX/XX/2022. However, XXXX has never responded to my letter dated XX/XX/2022 ( included in the initial complaint ), other than to deny a credit limit increase requested in the letter. Further complicating this debacle of attempted payments, I suggested as an alternative to Wire the payment to my account. Due to XXXX policy, they can not accept email from their customers ( their email only works internally ) and I was prevented from providing Wire instructions due to this internal email policy. This is a huge problem, as you must rely on verbal communication with their representatives, and can not provide anything in writing ( other than to mail a letter ). XXXX XXXX XXXX needs to reimburse the {$20.00} stop-payment fee on my XXXX account XXXX needs to reimburse the interest lost during the period I had to use my savings to cover the payment : {$10000.00} 3 % XXXXXXXX XXXX rate ( tier 4 ) {$300.00} APR {$0.00} Daily interest {$12.00} Due ( calculated from the date of the stopped check on XX/XX/2022 through the anticipated deposit on XX/XX/2022, provided the overnighted replacement check arrives on Tuesday, XX/XX/2022 through the 5-day hold on funds through XX/XX/2022. XXXX should also reimburse the cost of the complaint sent via overnight delivery {$27.00}. ( This does not begin to cover the hours of time required to address these issues. ) Total out-of-pocket financial cost {$60.00}. XXXX XXXX XXXX never issued the initial reimbursement check, and claims they can not refund through ACH. Delayed deliveries through USPS ( via a {$0.00} stamp ) allow XXXX to charge additional interest on credit card charges. XXXX canceled a reimbursement check prior to its anticipated delivery date on the same day it received CFPB complaint # XXXX. Was this a coincidence, or retaliation by XXXX for filing a CFPB complaint?
Company Response:
State: IL
Zip: 60634
Submitted Via: Web
Date Sent: 2022-11-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Apple Card by Goldman Sachs Bank. I got the Apple card on accident online trying to replace my phone then it turned into a credit card. Actually a pretty amazing one at that cash back was great and so was customer service till. I first got the card and my fiance wanted to come on with me so we contacted a XXXX by phone she said no problem at all XXXX XXXX well poof my apple card was gone by accident of course so i go XXXX months maybe XXXX without it and i forget about it totally and boom it magically showed back up on my phone with a XXXX clear balance. and in fact the same day I received a letter in my mail saying they credited me {$350.00} sorry there was an error we will correct with reporting agencies as well on your behalf. Ok thank you till the day after i got my old XXXX added with the new one that i had forgotten about not having my card and all no mailed bills nothing so now my debt had doubled. Whatever I paid it off. I always pay it off on time since i had it.. Then about XXXX months ago from today I was a victim of fraud or identity theft again and my apple id had a recovery key put on it. Well i learned quickly that a recover key is a XXXX Character Pass code they send you and not even apple can help when its lost by whomever had it from the start. I was told to buy an apple rep i had to cancel my old apple card and under new apple id apply again. I needed to pay my account balance first though of course. I must have asked this rep apple card specialists XXXX times if shes sure it's that simple cause past experience has me nervous and my home had just burned down so i needed to be certain if i pay this bill id have my balance to use again on my card for things well they did it to me again XXXX me. The new application had failed because the rep failed to close in proper this time. well i called in to address a XXXX and i beleave thats the only place in the world Where a supervisor is less helpful than those under XXXX well after trying to close my account as advised by a XXXX. I called in about XXXX times now and XXXX of which a supervisor came on it was my full time job getting apple to treat me like a customer and correct again there XXXX up well another rep made me pay {$160.00} after the first bill of {$860.00} to close it and guess what still was not closed proper so then the supervisor to save the day again after no joke XXXX more calls in tranffered everywhere this supervisor made me pay XXXX cents and still did not close it proper. I am still Without my apple card i was promised and they still have reported on all my credit reports closed and delinquent with balance..Ridiculous.
Company Response:
State: NY
Zip: 14420
Submitted Via: Web
Date Sent: 2022-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: Closed a CD account in preparation of hurricane Ian to have funds available in case of natural disaster as our area was in the path of the hurricane. I was charged early withdrawal fee of around {$1600.00}. Called the company several times asking them to get reimbursed for this fee.
Company Response:
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: As of XX/XX/XXXX, we NEVER received the reimbursement. Reference is made to original CFPB Complaint ID : XXXX ( XX/XX/XXXX ) and XXXX Complaint IDs : XXXX ( XX/XX/XXXX ) & XXXX ( XX/XX/XXXX ), in which Marcus by Goldman Sachs agreed to stop debiting our previously opened CD account Federal Backup Withholding and reimburse us {$360.00} ( Marcus approval interaction note : XXXX Case # XXXX ) within XXXX business days back in XX/XX/XXXX. On XX/XX/XXXX, I contacted Marcus for a status of the refund and spoke to Supervisor XXXX ( last name unknown ) who informed me that the previous case was prematurely closed on XX/XX/XXXX ( no reason was provided/documented ) and Marcus representatives did not follow detailed steps ( including reopening our CD ) to reimburse us based on an approval on XX/XX/XXXX by Supervisor XXXX ( XXXX name unknown ). It should be noted that Marcus responded to the XXXX and CFPB complaints that the reimbursement would occur within XXXX business days back in XX/XX/XXXX. XXXX stated she was requesting the case be reopened to reprocess the refund ( Case # XXXX ) and escalating another case to the Customer Care Team for review and refund options ( Case # ending- XXXX ). After dealing with this entire ordeal for more than 5 months ( when the Federal Backup Withholding debits were first identified ), I asked XXXX to speak to her Supervisor, since this ordeal includes multiple events where Marcus representatives stated a certain action would occur and then never materialized ; from ceasing debits after receiving a signature card in XXXX, to Supervisors returning calls, to providing the reimbursement, etc. I asked XXXX to document our conversation and provide a documented history of all of these events, and she stated they were noted internally only, and Marcus representatives were not permitted to send outbound emails to document these transactions ( no transparency ). XXXX then became frustrated and hung up on me, and I had to immediately call back to file a complaint with Supervisor XXXX ( last name unknown ) on XX/XX/XXXX. On XX/XX/XXXX, Marcus rep XXXX stated her supervisor XXXX requested she make an outbound call to me to notify me the case has been reopened to investigate why the reimbursement was not processed and why the case was closed. On XX/XX/XXXX, I received a voicemail from XXXX asking me to call back for an update and that I could speak with anyone. Approx. XXXX minutes later I called back and spoke to XXXX, who reportedly also reports to XXXX, and she said there was no update and that XXXX never called me. I then asked to speak to a supervisor and was transferred to XXXX who stated XXXX and XXXX were mistaken and that their system just updated with XXXX 's message ; which was that the reimbursement had been approved AGAIN and would be transferred to our savings account ( not mailing a check - which is what I requested ). This {$360.00} reimbursement ordeal is still ongoing and after dealing with numerous Marcus representatives has not been resolved.
Company Response:
State: VA
Zip: 22315
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have the Apple Card and my complaint is about the deceiving way their Daily Cash rewards system works. On XX/XX/XXXX I purchased an item for {$260.00} from a physical XXXX XXXX and returned the same item on XX/XX/XXXX and received a full refund. Since I had already paid the amount using my checking account, I requested that Apple refunds my checking account. They deducted {$7.00} from that amount, and provided no explanation other than it was a Daily Cash adjustment. My account, as viewed through the XXXX app on my XXXX, showed a XXXX balance before this purchase. I contacted customer service through chat twice and spoke to a supervisor on the second chat.
Company Response:
State: NJ
Zip: 07652
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Other transaction problem
Subissue:
Consumer Complaint: I transferred some money from XXXX on XX/XX/2022 from XXXX to Marcus Goldman Sachs, with XXXX XXXX as an intermediary bank. The amount is for {$4200.00}. I've contacted each bank several times to track this transfer and was given XXXX correspondence confirming XXXX XXXX 's sending the money to Goldman Sachs. However, it's been over 1 month and I still have not seen the funds. Goldman Sachs refuses to acknowledge or accept the XXXX information I have and continues to tell me to reach out to the originating bank. I do this, and they respond with the XXXX correspondence. I have no where left to turn and this is a very large sum of money that I've just now supposedly lost -- {$4200.00}.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-25
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2022, I mailed a letter to Goldman Sachs Bank including police report and FTC report stating that a credit card was opened in my name and added to my credit report on XX/XX/2022. The account name being APPLE CARD - GS BANK USA. I have yet to receive a response from Goldman Sachs and it has been more than 30 days. According to federal law, they must have responded to my original inquiry within 30 days of receiving the original letter and so I am now requesting that this account be cleared from my report and cleared with the bank, again due to identity theft. I am uploading copies of the police report, FTC report and original mailed statement.
Company Response:
State: CA
Zip: 94112
Submitted Via: Web
Date Sent: 2022-11-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A