Date Received: 2023-12-18
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 have multiple issues not enough space here to enter all the documents and evidence I sent to XXXX XXXX XXXX XXXX A fraud charge from XXXX. A rental that I have clear evidence and copies of emails from the owner who sent to us saying we dont have the rental and never charged us - but XXXX charged us. 2. XXXX XXXX XXXX charging us for a no show fee but I have evidence I was there on the exact date of agreement and the exact location and did rent and pay for the car. I submitted that evidence Goldman Sach / Apple more than once
Company Response:
State: IA
Zip: 52402
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I transfered XXXX in total to marcus account in XXXX. Recently I found the account is locked. So I called Marcus, they said they need to contact XXXX and let me wait. I recalled after ~ week. they said the account is closed and will mail me the XXXX check. I waited for another week. But didn't receive the check. I called them again, now they are telling me they haven't mail me the check yet. And I need to call XXXX, which is the bank I tranferred money from, to recall these transactions. After contacted XXXX and I called back Marcus. they now tell me that they are waiting for chase to reply them with a phone call and out me to wait. I asked them are a XXXX to get my fund back. they said they can't provide me that. I need to use the money since the mid of XXXX and Marcus has been kept my money for very long. And they can't even let me know when I can get my money back
Company Response:
State: WA
Zip: 98004
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Problem when making payments
Subissue:
Consumer Complaint: Marcus by Goldman Sachs gave no notice to their customers that they would sell off their loans to another servicer. I found out I am caught by surprise and they have now added more challenging work on the customer to get the transparency they deserve about their loan. If one elects paperless, one should still have access to legacy statements from prior months if their customers need to reference them. Ever since Marcus by Goldman Sachs sold off my loan- which was literally within the last two weeks possibly ( early XX/XX/2023 ), I can't get access to my prior statements from the Marcus by Goldman Sachs online portal. If we were supposed to save those statements prior to Marcus selling off our loan, we need notice to save the statements needed before they discontinue online access to any loan information via the Marcus by Goldman Sachs online portal. SST is scheduled to autopay/autowithdraw over {$800.00} on XX/XX/XXXX from my checking account, and I have yet to see a statement through the XXXX website. I have no statement visibility via my online account in Marcus by Goldman Sachs online banking portal. XXXX 's notice to customers from XX/XX/XXXX was vague and unclear about what we should do if we haven't received a statement. XXXX 's online portal is so terrible that it looks like an interface from the late XXXX XXXX. Not user friendly and hard to navigate to even find their data privacy notice. Marcus by Goldman Sachs should've worked in tandem with SST to ensure an effective transfer of the loan, which includes full transparency into my statements from the inception of this loan. When one agrees to paperless statements and then transfer the management of my loan to some other unknown financial institution WITHOUT my ability to have any control over the decision and one can not see any statements, how am I to understand if the data integrity of the account balances from current and prior months match up with what SST is quoting me today? I need the transparency, and I am not getting that with XXXX or Marcus by Goldman Sachs. This transfer of my loan to XXXX by Marcus by Goldman Sachs was done with no transparency or paper statement mailed to me. If I can't get access to my statements online via XXXX 's ancient non-user friendly web interface for account management, then I should be receiving a paper statement mailed to my address every month going forward. This is not hard to ask for. Even though Marcus sold off the loan, they should still be held accountable to ensure we ( the customer ) receive sufficient paperwork or loan statements to assist us with the transition to the new servicer.
Company Response:
State: DC
Zip: 20010
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I was supposed to close on a home. I called into Marcus by Goldman Sachs to transfer {$24000.00} back to my original XXXX checking account so that I could close on my home. On XX/XX/XXXX, I called into their helpline and initiated the wire. They told me it would take 1-3 business days. By the XXXX the money had still not arrived. When I called in, they said there had been some sort of internal problem and they had to redo the wire. I have called in over 8 times, spoke with multiple supervisors, waited hours and hours on hold and was hung up on more than 3 times. They could never even provide me a federal reference number or a IMAB number. I would speak to different representatives and each would say the wire was in different stages- some said it was in review, others said the review was complete and money should arrive any minute. Since I can not close on my home without this money, I am going to lose {$10000.00} earnest money. On XX/XX/XXXX I was told the second wire failed and they would need to do it a third time. I am desperate for help. My mortgage is final approved and I just need access to my money or I lose my earnest deposit. I have already paid for movers and cancelled our lease.
Company Response:
State: FL
Zip: 34608
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I had my Apple ( Goldman Sachs ) card hacked back in spring of 2023. I do not have the exact date as I no longer have access to account or email. When this occurred Apple Card contacted me to question the fraudulent charges that had been made. I confirmed that it was fraudulent. They then changed my online credit card #, but did not cancel the physical card, as I had possession of it. Later that day I received a call ( supposedly from apple card ) saying there had been more fraudulent charges. I gave them the information they requested, until they asked for my entire social security # and it just started to seem fishy, at which time I hung up. I called Apple Card to see if that call was actually them and they had no record of a call being made to me. I then told the apple customer service people exactly what had transpired. I had assumed at this time my card and account were closed and canceled, due to all my personal information being taken by the fraudulent call. At the same time my card was hacked so was my Apple ID, email associated with that account. From that date forward I never received any sort of communication from apple card. I foolishly assumed that the card was cancelled and the account closed. On XX/XX/2023 I called Goldman Sachs to get a new credit card/account. I was told my account was still open and it had a very large balance, $ XXXX approximately at that time. I said that all has to be fraudulent charges. At that time I was transferred to someone else who could help with fraud. While speaking to this person she said that my bank had been making payments, the last auto payment was made in XXXX in the amount of {$6200.00}. I was shocked to hear this. Then I was transferred to another person to assist me. It was decided the best way to figure out the date this fraudulent activity started-would be to get a copy of all my statements. When getting my address to mail them to me she let me know that the address on the account along with phone number and email- all had been changed by the people who hacked my account. All of my information had been changed by these hackers. In that case since none of my information matched what is associated with the account they could not send me any statements. She told me she escalated it to the powers that be. She also advised me to write a letter of formal dispute, done XX/XX/2023. I looked through all my bank statements from XX/XX/2023 and found that XX/XX/XXXX is when the fraudulent charges started. Close to {$50000.00} in fraudulent charges. My credit has been greatly affected as well. I am trying to get my money back that has been paid towards my bill-but it was all fraud. On XX/XX/2023 I contacted my bank to stop any further payments to Goldman Sachs. My coworker recommended contacting the attorney general to further escalate my issue, which I have done, XX/XX/2023. I have spoken to apple card specialists numerous times ; the dates are : XXXX XXXX, XXXX XXXX. XXXX XXXX. XX/XX/2023. Every time I have to explain my whole situation, spend an hour or two speaking to them, and then nothing happens. I am writing to find out if there is any help or guidance to be offered. I do not have access to the email associated with this account therefore I have no way of communication except for the XXXX #. Each time I speak with someone I have escalated it to the supervisor. I am told I will receive communication via mail within 2 weeks-which has never happened. I have now been trying to get this resolved for 3+ months. I am at a loss of what my next steps are.
Company Response:
State: CO
Zip: 80205
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Goldman Sachs violated the Privacy Act of 1974, 15 USC 6805 ( a ) Disclosure required At the time of establishing a customer relationship with a consumer and not less than annually during the continuation of such relationship, a financial institution shall provide a clear and conspicuous disclosure to such consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, of such financial institutions policies and practices with respect to ( 1 ) disclosing nonpublic personal information to affiliates and nonaffiliated third parties, consistent with section 6802 of this title, including the categories of information that may be disclosed ; ( 2 ) disclosing nonpublic personal information of persons who have ceased to be customers of the financial institution; and ( 3 ) protecting the nonpublic personal information of consumers. ( b ) Regulations Disclosures required by subsection ( a ) shall be made in accordance with the regulations prescribed under section 6804 of this title. ( c ) Information to be included The disclosure required by subsection ( a ) shall include ( 1 ) the policies and practices of the institution with respect to disclosing nonpublic personal information to nonaffiliated third parties, other than agents of the institution, consistent with section 6802 of this title, and including ( A ) the categories of persons to whom the information is or may be disclosed, other than the persons to whom the information may be provided pursuant to section 6802 ( e ) of this title ; and ( B ) the policies and practices of the institution with respect to disclosing of nonpublic personal information of persons who have ceased to be customers of the financial institution ; ( 2 ) the categories of nonpublic personal information that are collected by the financial institution ; ( 3 ) the policies that the institution maintains to protect the confidentiality and security of nonpublic personal information in accordance with section 6801 of this title ; and ( 4 ) the disclosures required, if any, under section 1681a ( d ) ( 2 ) ( A ) ( iii ) of this title. ( d ) Exemption for certified public accountants ( 1 ) In general The disclosure requirements of subsection ( a ) do not apply to any person, to the extent that the person is ( A ) a certified public accountant ; ( B ) certified or licensed for such purpose by a State ; and ( C ) subject to any provision of law, rule, or regulation issued by a legislative or regulatory body of the State, including rules of professional conduct or ethics, that prohibits disclosure of nonpublic personal information without the knowing and expressed consent of the consumer. ( 2 ) Limitation Nothing in this subsection shall be construed to exempt or otherwise exclude any financial institution that is affiliated or becomes affiliated with a certified public accountant described in paragraph ( 1 ) from any provision of this section. ( 3 ) Definitions For purposes of this subsection, the term State means any State or territory of the United States, the XXXX XXXX XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX, the Trust Territory of the XXXX XXXX, the XXXX XXXX, or the XXXX XXXX XXXX. ( e ) Model forms ( 1 ) In general The agencies referred to in section 6804 ( a ) ( 1 ) of this title shall jointly develop a model form which may be used, at the option of the financial institution, for the provision of disclosures under this section. ( 2 ) Format A model form developed under paragraph ( 1 ) shall ( A ) be comprehensible to consumers, with a clear format and design ; ( B ) provide for clear and conspicuous disclosures ; ( C ) enable consumers easily to identify the sharing practices of a financial institution and to compare privacy practices among financial institutions ; and ( D ) be succinct, and use an easily readable type font. ( 3 ) Timing A model form required to be developed by this subsection shall be issued in proposed form for public comment not later than XXXX days after XX/XX/XXXX. ( 4 ) Safe harbor Any financial institution that elects to provide the model form developed by the agencies under this subsection shall be deemed to be in compliance with the disclosures required under this section. ( f ) Exception to annual notice requirement A financial institution that ( 1 ) provides nonpublic personal information only in accordance with the provisions of subsection ( b ) ( 2 ) or ( e ) of section 6802 of th is title or regulations prescribed under section 6804 ( b ) of this title, and ( 2 ) has not changed its policies and practices with regard to disclosing nonpublic personal information from the policies and practices that were disclosed in the most recent disclosure sent to consumers in accordance with this section, shall not be required to provide an annual disclosure under this section until such time as the financial institution fails to comply with any criteria described in paragraph ( 1 ) or ( 2 ). ( Pub. L. 106102, title V, 503, Nov. 12, 1999, 113 Stat. 1439 ; Pub. L. 109351, title VI, 609, title VII, 728, Oct. 13, 2006, 120 Stat. 1983, 2003 ; Pub. L. 11494, div. G, title LXXV, 75001, Dec. 4, 2015, 129 Stat. 1787. ) 16 CFR 313.7 Form of opt out notice to consumers ; opt out methods. ( a ) ( 1 ) Form of opt out notice. If you are required to provide an opt out notice under 313.10 ( a ), you must provide a clear and conspicuous notice to each of your consumers that accurately explains the right to opt out under that section. The notice must state : ( i ) That you disclose or reserve the right to disclose nonpublic personal information about your consumer to a nonaffiliated third party ; ( ii ) That the consumer has the right to opt out of that disclosure; and ( iii ) A reasonable means by which the consumer may exercise the opt out right. ( 2 ) Examples ( i ) Adequate opt out notice. You provide adequate notice that the consumer can opt out of the disclosure of nonpublic personal information to a nonaffiliated third party if you : ( A ) Identify all of the categories of nonpublic personal information that you disclose or reserve the right to disclose, and all of the categories of nonaffiliated third parties to which you disclose the information, as described in 313.6 ( a ) ( 2 ) and ( 3 ) and state that the consumer can opt out of the disclosure of that information; and ( B ) Identify the financial products or services that the consumer obtains from you, either singly or jointly, to which the opt out direction would apply. ( ii ) Reasonable opt out means. You provide a reasonable means to exercise an opt out right if you : ( A ) Designate check-off boxes in a prominent position on the relevant forms with the opt out notice ; ( B ) Include a reply form that includes the address to which the form should be mailed ; or ( C ) Provide an electronic means to opt out, such as a form that can be sent via electronic mail or a process at your web site, if the consumer agrees to the electronic delivery of information ; or ( D ) Provide a toll-free telephone number that consumers may call to opt out. ( iii ) Unreasonable opt out means. You do not provide a reasonable means of opting out if : ( A ) The only means of opting out is for the consumer to write his or her own letter to exercise that opt out right; or ( B ) The only means of opting out as described in any notice subsequent to the initial notice is to use a check-off box that you provided with the initial notice but did not include with the subsequent notice. ( iv ) Specific opt out means. You may require each consumer to opt out through a specific means, as long as that means is reasonable for that consumer. ( b ) Same form as initial notice permitted. You may provide the opt out notice together with or on the same written or electronic form as the initial notice you provide in accordance with 313.4. ( c ) Initial notice required when opt out notice delivered subsequent to initial notice. If you provide the opt out notice later than required for the initial notice in accordance with 313.4, you must also include a copy of the initial notice with the opt out notice in writing or, if the consumer agrees, electronically. ( d ) Joint relationships. ( 1 ) If two or more consumers jointly obtain a financial product or service from you, you may provide a single opt out notice, unless one or more of those consumers requests a separate opt out notice. Your opt out notice must explain how you will treat an opt out direction by a joint consumer ( as explained in paragraph ( d ) ( 5 ) ( ii ) of this section ). ( 2 ) Any of the joint consumers may exercise the right to opt out. You may either : ( i ) Treat an opt out direction by a joint consumer as applying to all of the associated joint consumers; or ( ii ) Permit each joint consumer to opt out separately. ( 3 ) If you permit each joint consumer to opt out separately, you must permit one of the joint consumers to opt out on behalf of all of the joint consumers. ( 4 ) You may not require all joint consumers to opt out before you implement any opt out direction. ( 5 ) Example. If XXXX and XXXX have a joint credit card account with you and arrange for you to send statements to XXXX 's address, you may do any of the following, but you must explain in your opt out notice which opt out policy you will follow : ( i ) Send a single opt out notice to XXXX 's address, but you must accept an opt out direction from either XXXX or XXXX. ( ii ) Treat an opt out direction by either XXXX or XXXX as applying to the entire account. If you do so, and XXXX opts out, you may not require XXXX to opt out as well before implementing XXXX 's opt out direction. ( iii ) Permit XXXX and XXXX to make different opt out directions. If you do so, ( A ) You must permit XXXX and XXXX to opt out for each other; ( B ) If both opt out, you must permit both to notify you in a single response ( such as on a form or through a telephone call ) ; and ( C ) If XXXX opts out and XXXX does not, you XXXX only disclose nonpublic personal information about XXXX, but not about XXXX and not about XXXX and XXXX jointly. ( XXXX ) Time to comply with opt out. You must comply with a consumer 's opt out direction as soon as reasonably practicable after you receive it. ( f ) Continuing right to opt out. A consumer may exercise the right to opt out at any time. ( g ) Duration of consumer 's opt out direction. ( 1 ) A consumer 's direction to opt out under this section is effective until the consumer revokes it in writing or, if the consumer agrees, electronically. ( 2 ) When a customer relationship terminates, the customer 's opt out direction continues to apply to the nonpublic personal information that you collected during or related to that relationship. If the individual subsequently establishes a new customer relationship with you, the opt out direction that applied to the former relationship does not apply to the new relationship. ( h ) Delivery. When you are required to deliver an opt out notice by this section, you must deliver it according to 313.9. ( i ) Model privacy form. Pursuant to 313.2 ( a ) of this part, a model privacy form that meets the notice content requirements of this section is included in appendix A of this part. [ 65 FR 33677, XX/XX/XXXX, as amended at 74 FR 62966, XXXX XXXX, XXXX ] 16 CFR 313 Privacy of Consumer 16 CFR 433.2 Preservation of consumers ' claims and defenses, unfair or deceptive acts or practices. In connection with any sale or lease of goods or services to consumers, in or affecting commerce as commerce is defined in the Federal Trade Commission Act, it is an unfair or deceptive act or practice within the meaning of section 5 of that Act for a seller, directly or indirectly, to : ( a ) Take or receive a consumer credit contract which fails to contain the following provision in at least ten point, bold face, type : NOTICE ANY HOLDER OF THIS CONSUMER CREDIT CONTRACT IS SUBJECT TO ALL CLAIMS AND DEFENSES WHICH THE DEBTOR COULD ASSERT AGAINST THE SELLER OF GOODS OR SERVICES OBTAINED PURSUANT HERETO OR WITH THE PROCEEDS HEREOF. RECOVERY HEREUNDER BY THE DEBTOR SHALL NOT EXCEED AMOUNTS PAID BY THE DEBTOR HEREUNDER. or, ( b ) Accept, as full or partial payment for such sale or lease, the proceeds of any purchase money loan ( as purchase money loan is defined herein ), unless any consumer credit contract made in connection with such purchase money loan contains the following provision in at least ten point, bold face, type : NOTICE ANY HOLDER OF THIS CONSUMER CREDIT CONTRACT IS SUBJECT TO ALL CLAIMS AND DEFENSES WHICH THE DEBTOR COULD ASSERT AGAINST THE SELLER OF GOODS OR SERVICES OBTAINED WITH THE PROCEEDS HEREOF. RECOVERY HEREUNDER BY THE DEBTOR SHALL NOT EXCEED AMOUNTS PAID BY THE DEBTOR HEREUNDER. [ 40 FR 53506, XXXX XXXX, XXXX ; 40 FR 58131, XXXX XXXX, XXXX ] 16 CFR 433.3 Exemption of sellers taking or receiving open end consumer credit contracts before XX/XX/XXXX from requirements of 433.2 ( a ). ( a ) Any seller who has taken or received an open end consumer credit contract before XX/XX/XXXX, shall be exempt from the requirements of 16 CFR part 433 with respect to such contract provided the contract does not cut off consumers ' claims and defenses. ( b ) Definitions. The following definitions apply to this exemption : ( 1 ) All pertinent definitions contained in 16 CFR 433.1. ( 2 ) Open end consumer credit contract : a consumer credit contract pursuant to which open end credit is extended. ( 3 ) Open end credit : consumer credit extended on an account pursuant to a plan under which a creditor may permit an applicant to make purchases or make loans, from time to time, directly from the creditor or indirectly by use of a credit card, check, or other device, as the plan may provide. The term does not include negotiated advances under an open-end real estate mortgage or a letter of credit. ( 4 ) Contract which does not cut off consumers ' claims and defenses : A consumer credit contract which does not constitute or contain a negotiable instrument, or contain any waiver, limitation, term, or condition which has the effect of limiting a consumer 's right to assert against any holder of the contract all legally sufficient claims and defenses which the consumer could assert against the seller of goods or services purchased pursuant to the contract. [ 42 FR 19490, Apr. 14, 1977, as amended at 42 FR 46510, Sept. 16, 1977 ] 16 CFR 424.1Unfair or deceptive acts or practices. In connection with the sale or offering for sale by retail food stores of food, grocery products or other merchandise to consumers in or affecting commerce as commerce is defined in section 4 of the Federal Trade Commission Act, 15 U.S.C. 44, it is an unfair or deceptive act or practice in violation of section 5 ( a ) ( 1 ) of the Federal Trade Commission Act, 15 U.S.C. 45 ( a ) ( 1 ), to offer any such products for sale at a stated price, by means of an advertisement disseminated in an area served by any stores which are covered by the advertisement, if those stores do not have the advertised products in stock and readily available to customers during the effective period of the advertisement, unless the advertisement clearly and adequately discloses that supplies of the advertised products are limited or the advertised products are available only at some outlets. [ 54 FR 35467, XXXX XXXX, XXXX, as amended at 79 FR 70056, XXXX XXXX, XXXX ] I WANT THE CFPB TO PUBLISH THIS DESCRIPTION ON CONSUMERFINANCE.GOV SO THAT OTHERS CAN LEARN FROM MY EXPERIENCE. The CFPB will take steps to remove my personal information from this description but someone XXXX still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps.
Company Response:
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: I moved XXXX out of my newly opened Marcus by Goldman Sachs savings acct into a high interest bearing 10 month CD a little before mid XX/XX/XXXX on the Marcus bank online portal. Marcus was advertising on their online portal a 5 % interest rate on this CD. It is to be mature in mid XX/XX/XXXX. I had no issues doing this on the online portal. One week later my online access to check on my three Marcus accts was completely cut off and I was locked out of my accts and they were frozen, restricted. I called Marcus as they have no brick and mortar locations. I was passed from representative to representative at what sounded like a large call center. No one seemed to know why or what I could do. I was repeatedly put on hold and told so and so has to look over the notes, and for me to call back in three business days. That scenario went on for two months every time I tried to get answers. Finally in XXXX XXXX XXXX I was told when I called after being passed from person to person over a two hour time frame that they would mail me an affidavit of identity form to fill out and have a notary sign it. The form never arrived. I called two weeks later to say they never sent me the form. Finally I did receive the form in the mail at the end of XX/XX/XXXX. I filled out the one page form asking me every detail of my three Marcus banking accts, including their account numbers. It also asked extremely private details of my identity including dob, all names used over lifetime including married and status. It asked my mothers maiden and my complete SS #, addresses and previous addresses. And then I was to take it to any notary to look it over and sign it after I presented my valid ID to the notary. In my experience during XXXX XXXX during a real estate sale I was involved with the notary at that time took photographs of all documents that she notorized. I assumed thats what they do these days. Since this seemed to be the case I was not at all comfortable having a random notary who I had no personal knowledge of, look over and photograph every detail of my banking data with my complete SS # in plain view along with as stated previously all my account numbers, addresses, phone number, XXXX XXXX XXXX. since this was my entire retirement funds, it caused me great XXXX to reveal all this information to a perfect stranger, so to try and protect my assets from possible theft I did not put the complete SS # on the form. As is often customary when Ive had concerns like this in the past I xed out all the numbers but the last four of the SS #. I figured this was acceptable common practice and no where on the form did it say it must be filled out completely or it would be rejected. Also the bank already knew my SS #. That was not the issue. The issue was with my name. Marcus was unclear if my first name was XXXX XXXX XXXX Anyhow I returned the completed and notarized form back to Marcus with a USPS return receipt. Which I got confirmation Marcus received it on XX/XX/XXXX. Nothing seemed to change and I was still locked out of my accounts and still had not received any paper statements for any of my Marcus accounts that I opened the beginning of XX/XX/XXXX. By mid XX/XX/XXXX I started calling Marcus again but got even more of a run around then previously with no one seeming to know what was going on and why I had no knowledge or access to the status of my funds. I got so frustrated and XXXX over the whole situation I decided for my own peace of mind I would take a wait and see approach since I was at a complete loss about how to gain access to my money again. This went on month after month since XXXX of XXXX. Whenever I called XXXX I got absolutely no answers about anything. Just now in XX/XX/XXXX I have found out through numerous recent calls to Marcus and numerous different representatives spoken to, that my affidavit of identity form that they received from me in XX/XX/XXXX was not accepted by them because I did not put my complete SS # on it. Yet for 6 months they failed to inform me of this or send me a new form to complete to their satisfaction. They had my correct address, mailing address, email address and phone number. Yet they failed to tell me that my affidavit was rejected and all my retirement funds would stay frozen indefinitely. This was for those entire 6 months my only source of money to pay my bills and expenses. I have had numerous expenses over that 6 month period that I could not take care of. I have suffered a considerable financial hardship as a result. Even today I have bills mounting up and businesses angry with me for not paying those bills. It is terrible to be put in this situation after spending my life working and saving to be able to retire. It is only now in XX/XX/XXXX that I have been told this by Marcus that my form was rejected. This week when I called to tell them Ive already lost my car and I may be homeless soon, because of this horrible situation with my savings accts at Marcus. I told them I would like my CD account closed and the money moved into my new account at my new brick and mortar bank. I was told by one of the numerous reps I was passed around to, that they can not send me a cashiers check for my funds or close my account because the affidavit was rejected by them. I am at my wits end, I have no idea what to do to get access and knowledge of my retirement funds again, it has already been nearly ten months at this point.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/XXXX, XXXX, and XXXX XXXX I called Marcus by Goldman Sachs Bank U.S.A. At the following phone number, XXXX I asked that my savings account be closed due to being locked out of my account and denied access to my funds for nearly nine months now. I recently opened a brick and mortar local bank checking/savings/invest accts. and requested over the phone three separate times during the week stated above, that a cashiers check for the funds be sent me at my new mailing address, as I recently sold my home in XXXX XXXX and no longer live or receive mail there. ( As of XXXX XXXX XXXX ) I was told different answers each day I called. Was transferred to numerous different people and spent on average two hours each day on the phone trying to get a resolution with still none in sight. Feeling completely at a loss, I asked my new local banker at XXXX XXXX if he could help me with this problem so I can fund my new XXXX accts before they close them on me and or I owe extra fees due to the accounts not being funded. I explained to him the ongoing problems I have had since one week after inception of these three Marcus accounts. He agreed I could call them from his office and put my phone on speaker so he could hear what they would tell me regarding closing the accounts and wiring the money into the new accts at XXXX or sending me cashiers checks to take to XXXX to deposit on my own. I called two more times with him present both times. Each call lasting well over an hour on Wed XXXX XXXX and Friday XXXX. As was my experience when I called on my own, I was passed around from rep to rep. One person saying one thing, then the next person saying something that was just the opposite. No consistency between reps on the plan of action. And in fact on XXXX the XXXX was told they would close the account but the check had to go back to the institution that funded the acct originally. That seemed rather odd considering the acct was not funded from an institution but from a real estate transaction and was wired in from an escrow company. In any event, the rep did not believe me that the acct was funded from an escrow company wire transfer and refused to take any action on Wed XX/XX/XXXXXXXX XXXX to close the acct and issue a cashiers check to me for the funds to be deposited into the new acct at XXXX. She stated I would need to call back in two or three business days to further discuss how the account was originally funded. In fact she stated she had to do a three way call with my former bank, XXXX to confirm that in fact that XXXX account was now closed. Meanwhile my new banker at XXXX was listening to all of this. All the while I was telling the Marcus rep, XXXX in fraud servicing that the money came from an escrow company wire not XXXX. When she got XXXX on the phone he said he could not confirm or deny anything while being on three way call. After two hours of utter frustration and wasted time. I agreed to come back and call again on Friday XXXX XXXX after she reached out to another rep to get answers on how the acct was funded. I asked my new banker if I could come back to his office on Friday, as we both thought even though it was entirely XXXX provoking and problematic I was making more traction resolving the long standing communication problems with Marcus bank better with a little moral encouragement than on my own. Although my new XXXX banker did tell me who could not say anything or advise me during my conversations with the Marcus by Goldman Sachs reps. I said OK, since also I am on the XXXX XXXX so I have some difficulty with communication frustration generally speaking. I was grateful for any help with this awful situation. I had a plan that I would go home and try to find some paperwork regarding how that initial savings acct at Marcus was funded so on Friday the XXXX when I called Marcus again, I would have a solid plan to get the new accts funded by cashiers check or wire. I was able to find the escrow company wire transfer paperwork from XX/XX/XXXXXXXX proving the savings accts at Marcus were funded through that and not XXXX. I was sure it would be just a short call to finalize the closure and return of my funds. On Friday XXXX XXXX I placed the call to Marcus by Goldman Sachs at XXXX XXXX with the escrow document in front of me in the XXXX bankers office. Rather than picking up where I left off on Wed. With XXXX request of providing proof of how the acct was funded so they would know where to return the funds to from my closed savings account. I was once more given the run around from person to person. Starting all over from square one as if all the previous conversions on XXXX XXXX, XXXX, XXXX and XXXX did not take place. Not only that but each of those previous conversations where nearly two hours in length, not just one liners, but in depth conversations. During this new call I was constantly being transferred and put on hold numerous times. Now I was talking to a XXXX whom said he didnt really care who funded the accounts, because basically I wont be getting any of my funds back because they don't even know if its really me, requesting to close my acct. mind you, Ive provided all the security question answers and Im sitting across from my new banker in his office. XXXX said he could not verify my identity because I did not have my same phone number that I had when I opened the Marcus accounts. My recently acquired XXXX cell phone number that I received 6 weeks ago, of XXXX in anticipation of a long hoped for retirement move to XXXX was still connected to another persons name when he did a public records search. He said he wont be issuing me a cashiers check or closing my account. Then he transferred me to another rep named XXXX who told me I would have to call back again in two or three business days. At this point its two hours again of my and this XXXX bankers lost time. I apologized for wasting the new bankers time. Utterly despondent I said I can not call Marcus any more times. What is going on is beyond belief. I will file formal complaints against this company with the government because this whole entire situation is beyond anything I can get a handle on. Im a XXXX XXXX and I have lost access to all my money to pay my basic needs and bills. I dont know what to do anymore. Every passing day my situation is getting worse and worse. Ive already lost my vehicle, because of this situation. I was supposed to be looking for a replacement home and purchasing a new home by now. My family member whom Ive been staying with said I cant stay past another week or two because her boyfriend will be moving in on XX/XX/XXXX. This is an absolutely intolerable situation, to have a bank hold my life savings hostage like this for nearly nine months, Im a XXXX XXXX, I fear I may be homeless soon.
Company Response:
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I started a subscription with merchant XXXX XXXX. After the first charge of XXXX, XX/XX/23, I rotated the credit card number. I thought that XXXX XXXX would not know my new number with the Apple credit card. I was charged again XX/XX/23 for XXXX. I reached out to Apple support that was managed by Goldman XX/XX/. There is a current dispute on the charge. I put a request to Goldman/Apple to fix this issue for their promised feature on the card but they say it automatically lets some merchants still charge the card and that I would need to contact XXXX at XXXX to turn this off. They call this automatic billing updater. The way this works is when your card number is updated, XXXX then sends certain merchants the updated number. We do not have any way to tell which merchants get updated automatically. I asked them to reach out to turn this off. They said they couldnt. I believe they are responsible to resolve to turn this feature off, since thats it should if change your credit card number through the Apple XXXX XXXX.
Company Response:
State: MN
Zip: 55426
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: It has come to my attention that MARCUS BY GOLDMAN SACHS, an affiliate of GOLDMAN SACHS BANK is currently in violation of The Privacy Act of 1974 which states : No agency shall disclose any record which is contained in a system of records by any means of communication to any person, or to another agency, except pursuant to a written request by, or with the prior written consent of, the individual to whom the record pertains [ subject to 12 exceptions ]. 5 U.S.C. 552a ( b ). MARCUS BY GOLDMAN SACHS, an affiliate of GOLDMAN SACHS BANK has been in violation of the Acts, stated herein and has been regularly reporting negative activity without my consent, and has caused irreparable harm and injuries to me since about XXXX of the year XXXX in violation of the abovementioned Act and as stated in 15 U.S. Code 6801 - Protection of nonpublic personal information which states : ( a ) Privacy obligation policy - It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. ( b ) Financial institutions safeguards - In furtherance of the policy in subsection ( a ), each agency or authority described in section 6805 ( a ) of this title, other than the Bureau of Consumer Financial Protection, shall establish appropriate standards for the financial institutions subject to their jurisdiction relating to administrative, technical, and physical safeguards ( 1 ) to insure the security and confidentiality of customer records and information ; ( 2 ) to protect against any anticipated threats or hazards to the security or integrity of such records ; and ( 3 ) to protect against unauthorized access to or use of such records or information which could result in substantial harm or inconvenience to any customer. In addition to 15 U.S. Code See Also 6805 Enforcement ( a ) WHICH STATES THAT : Subject to subtitle B of the Consumer Financial Protection Act of 2010 [ 12 U.S.C. 5511 et seq. ], this subchapter and the regulations prescribed thereunder shall be enforced by the Bureau of Consumer Financial Protection, the Federal functional regulators, the State insurance authorities, and the Federal Trade Commission with respect to financial institutions and other persons subject to their jurisdiction under applicable law, and ( b ) ENFORCEMENT OF SECTION 6801 ( 1 ) Except as provided in paragraph ( 2 ), the agencies and authorities described in subsection ( a ), other than the Bureau of Consumer Financial Protection, shall implement the standards prescribed under section 6801 ( b ) of this title in the same manner, to the extent practicable, as standards prescribed pursuant to section 1831p1 ( a ) of title 12 are implemented pursuant to such section. Therefore, it is within the jurisdiction of the Consumer Financial Protection Bureau ( CFPB ) to enforce this/these Act ( s ) to ensure the protections of all consumers. SEE ALSO 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information under : ( a ) Notice requirements which states : Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title. According to 16 CFR 313.7 - Form of opt out notice to consumers ; opt out methods. ( e ) Time to comply with opt out. Which states that : You must comply with a consumer 's opt out direction as soon as reasonably practicable after you receive it., and 16 CFR 313.7 ( f ) Continuing right to opt out, which also states that A consumer may exercise the right to opt out at any time, and 16 CFR 313.7 ( g ) Duration of consumer 's opt out direction. ( 1 ) A consumer 's direction to opt out under this section is effective until the consumer revokes it in writing or, if the consumer agrees, electronically. ( XXXX ) When a customer relationship terminates, the customer 's opt out direction continues to apply to the nonpublic personal information that you collected during or related to that relationship. If the individual subsequently establishes a new customer relationship with you, the opt out direction that applied to the former relationship does not apply to the new relationship. 15 U.S. Code 1681b - Permissible purposes of consumer reports ( a ) Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( 2 ) In accordance with the written instructions of the consumer to whom it relates. As stated herein, as well as the enclosed letter which clearly signifies my right to opt out as stated in 6802 ( b ) : Opt out ( 1 ) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless ( A ) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section XXXX of this title, that such information XXXX be disclosed to such third party ; ( B ) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option. MARCUS BY GOLDMAN SACHS, an affiliate of GOLDMAN SACHS BANK has never disclosed this information to enable me as the consumer the opportunity to exercise the abovementioned Opt out rights afforded to me. MARCUS BY GOLDMAN SACHS, an affiliate of GOLDMAN SACHS BANK ultimately sold/referred the debt to RADIUS GLOBAL SOLUTIONS LLC ( see enclosed exhibit LB5 ) but still continued/continues to report the above-mentioned account as CHARGED OFF to all of the major credit reporting agencies, despite the fact the account has been paid in full. ( See Exhibits XXXX & XXXX ). This ongoing negative reporting is causing irreparable injury, embarrassment, emotional damage, stress and humiliation to me and my family by being denied of loans, lines of credit and my ability to prosperously move forward financially in life by their violations of the laws stated herein. It has also come to my awareness that a CHARGE OFF is also considered as Certificate of Indebtedness ( COI ) which means that it considered as Income and must be removed from all credit reports. It is also illegal to report any negative transaction history to the major credit reporting agencies which MARCUS BY GOLDMAN SACHS, an affiliate of GOLDMAN SACHS BANK has in the past and continues to illegally report to this day. 17 CFR 248.7 - Form of opt out notice to consumers ; opt out methods ( a ) ( 1 ) Form of opt out notice. If you are required to provide an opt out notice under 248.10 ( a ), you must provide a clear and conspicuous notice to each of your consumers that accurately explains the right to opt out under that section. The notice must state : ( i ) That you disclose or reserve the right to disclose nonpublic personal information about your consumer to a nonaffiliated third party ; ( ii ) That the consumer has the right to opt out of that disclosure; and ( iii ) A reasonable means by which the consumer may exercise the opt out right. 16 CFR 313.7 - Form of opt out notice to consumers ; opt out methods. ( a ) ( 1 ) Form of opt out notice. If you are required to provide an opt out notice under 313.10 ( a ), you must provide a clear and conspicuous notice to each of your consumers that accurately explains the right to opt out under that section. The notice must state : ( i ) That you disclose or reserve the right to disclose non-public personal information about your consumer to a nonaffiliated third party ; ( ii ) That the consumer has the right to opt out of that disclosure; and ( iii ) A reasonable means by which the consumer may exercise the opt out right. It is for the reasons stated herein and the protection of my rights as a consumer is why I am entitled to the remedy and relief sought in the form of MARCUS BY GOLDMAN SACHS, an affiliate of GOLDMAN SACHS BANK correcting the record by removing all negative reporting, and negative credit history from any and all credit reporting agencies records, including but not limited to XXXX, XXXX, XXXX, and financial compensation for the violations committed which has caused irreparable harm, embarrassment, humiliation, mental anguish and undue financial hardships committed against me for which compensation in the amount of {$50000.00} ( XXXX XXXX USD ) should be granted in my favor.
Company Response:
State: NJ
Zip: 07202
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A