Date Received: 2022-10-18
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Two fraudulent charges on my " Marcus '' credit card, totaling {$1100.00}. Have been attempting since XX/XX/2022 to get Marcus to " refund/reimburse '' these charges to my credit card UNSUCCESSFULLY! The Fair Credit Billing Act proscribes that Credit Card Companies MUST refund all fraudulent money charged/stolen against the victim except for {$50.00}. Marus by Goldman Sachs REFUSES to refund these fraudulent charges against my credit card. A XXXX XXXX employee " over-charged '' my card with two separate line charges over and above the " true cost '' of the ticket. XXXX XXXX did refund the cost of the ticket ; however, XXXX XXXX refuses to refund the other two fraudulent charges totaling {$1100.00} stolen by their employee. XXXX XXXX sent to me an email saying these additional charges by their employee is " Fraud '', but, refuses to refund my money. Marucs refuses to reimburse me for this fraud as well. I have documented evidence I wish to upload to my complaint substantiating my assertions above. I desperately need your help. A crime was perpetrated against me- I was robbed by a XXXX XXXX XXXX, which XXXX XXXX gave him the XXXX & XXXX to perpetrate this crime of theft against me, yet they refuse to refund the " Entire '' amount charged against my Card by XXXX XXXX. Marucs by Goldman Sachs refuses to recognize their legal obligation, as required by the " Fair Credit Billing Act '' to me as a client and credit card user and reimburse me/refund me for the {$1100.00} I was " Defrauded '' by the XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 91740
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act, this creditor has violated my rights under 15 usc 1681 section 602 states I have the right to privacy. 15 usc 1681 section 604a section 2 it also states a consumer reporting agency can not furnish an account without my written instructions. under 15usc 1666b a creditor may not treat a payment on a credit card account under an open-end consumer credit plan as late for any purpose,
Company Response:
State: FL
Zip: 33321
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened a new checking and savings account at XXXX XXXX in XXXX of XXXX. I had previously opened a Saving account with Marcus by Goldman Sachs with a promotional offer in XXXX XXXX I believe. I attempted to transfer a large sum XXXX from my Marcus account to my new XXXX account. Marcus by Goldman Sachs is an online only bank. I'm unable to conduct transactions at a physical retail location. Additionally, I had a savings account and thus was unable to use a monetary instrument like a check to draw on my account. So my only capability was to leverage Marcus by Goldman Sachs External Transfer function. Using this external transfer via ACH tool required that I enter my other Institution 's Acct and Routing Numbers. Then assuming those were valid I would receive trial deposits at my other banking institution. As you know this is all fairly standard practice. Some time passed and I checked on my new XXXX account balance. I noticed I didn't have my funds transferred but I did notice the trial deposits which reminded me to check my Marcus by Goldman Sachs online banking and to verify the deposits. Unfortunately, when I went to login it said my accounts were " temporarily locked ''. So I called and spoke to a representative, they fully verified me. The first rep then transferred me to someone who could help with this particular situation ( read fraud department ) .This new fraud department rep fully verified me again, I believe even with the use of knowledge based questions, there should be XXXX doubt that they are speaking to the real account owner, me. The rep states that I simply needed to confirm the trial deposits associated with my transfer. So I do that, and I pass. Despite the fact that only the account owner at the other bank would know the trial deposit amounts. Unfortunately, the bar is then raised. I'm now asked to do a three way call with my other bank so that the other bank can verify my identity over the phone and confirm that I'm the owner of those accounts and that the account information is correct. I'm assured again, that this is all that needs to be done before my account hold is released. This seems unduly burdensome but I oblige. The three way call is successful and all pertinent information is verified. Unfortunately, the bar is then raised a third time. They now need to verify my original deposit from 3-4 quarters ago before they can release my account hold and my funds. Let 's reflect. I attempted to make a transfer from one of my accounts to another one of my accounts at another financial institution. The amount while of a fair size isn't excessively large, XXXX. I attempt this with the only transfer capability available to me as a saving customer at Goldman Sachs. The computer device that I attempted this transfer from was from the same registered device that i've always logged into my Goldman Sachs app with before ( read no account takeover concern ). My Funds had been collected for several quarters in my Goldman Sachs savings account. The original deposit had not been returned by the paying institution. No affidavits of fraud had been sent to Goldman Sachs with regard to my original deposit. I assume that my transaction tripped some logic for a fraud queue review ( which i'm grateful for ), unfortunately for me, it was a false positive, doubly worse for me the Goldman Sachs fraud group seems to have hedged a bet that they've identified fraudulent activity and decide to place a hold on my funds and lock my account. When I verified that I am the real owner of the Goldman Sachs account my holds are not removed. When I pass the second challenge of verifying the trial deposits at the other institution my holds are not removed. When I pass the third challenge of having my identity and ownership of the intended transfer recipient account confirmed by the other bank my holds are not removed. I am now made to verify my funding deposit for no legitimate reason other than an analyst presumptuously placed a hold on my account out of an over abundance of caution. This final request in my opinion is unwarranted and an egregious abuse of power. I did not comply. I did however ask for my account to be closed because I have XXXX interest in continuing a banking relationship with a bank that treats real customers as if they are fraudsters even without evidence and when there is actually evidence to the contrary. I asked that as part of the closure that the balance of my account to be mailed to my address on file in the form of a check. This was denied to me. The fraud department has no evidence of real fraud but insists on holding my account and my funds on hold. Additionally I filed a formal complaint and was assured that I would receive some communication, I have not received any communication from Marcus by Goldman Sachs with regard to this matter. Furthermore, given that Marcus by Goldman Sachs is an online only bank, I completed e-consent forms at the time of origination. However, due to my online account being 'Temporarily Locked ' for nearly two months, I have been unable to receive any e-statements or digital correspondence that would otherwise only be available to me via my online banking account portal. This has been an absolute disaster of a situation for what is really a common banking transaction. My online account portal is still 'temporarily locked ', see the attached photo.
Company Response:
State: OH
Zip: 43235
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On Saturday, XX/XX/2022 I discovered I could no longer access my Marcus Bank ( an online bank owned by Goldman Sachs ) account either via the app or online. There was a message instead that I should phone the company, with a 24/7 phone number and so I called. I was on the phone for more than an hour with being on hold and back and forth between the agent and other departments until the agent informed me I had to call back on the following day, Sunday, XX/XX/XXXX. I asked them if they had hours on Sunday and they assured me they did and so I called again on Sunday XX/XX/XXXX, After another hour or so of being on hold and back and forth they informed me that I had to be on a three way call with all of my other external banks so that they could verify my ownership of those accounts. Now I had been banking with Marcus for years and have had several banks that were external banks listed on my accounts, and I had had these accounts verified the normal way either through XXXX ( a secure login process ) or via the process of small deposits that required verification. Never in all my years of banking have I had logins frozen and not been able to get in, after a phone call to verify my identity. They told me on Sunday XX/XX/2022 that I needed to be on a 3-way phone call with each of my external banks to verify ownership. However I had been on the phone with them at that point for more than an hour and didn't have any more time to be on the phone so I ended the call and called back today XX/XX/2022 during normal business hours. I was still on the phone and on hold for more than an hour ( and I am still on the phone and on hold ) and so far have not been able to get into my account and to transfer my funds. I am hoping that they will be letting me in ( I'm in it for the long hall although I don't have much time left today and have been on for quite a while ) but at this point all I want is to get my money out of that bank as soon as possible and close my account. This is beyond unfair practice to a customer- to not have a process for telephone authentication sufficient to remove a lock on an account, and to have an unreasonable process for external bank verification as well. As soon as I get access I will remove my funds from this account but I think Marcus bank needs to be " punished '' in some way for their lack of responsiveness, so that they do not treat customers this way in the future.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-17
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Took credit for refunded item away after investigation. Payment was never returned to my account. Also, {$1700.00} was added to balance and the bank can not tell me what the charge is for. A total of {$4400.00} is the amount disputed and has not been reconciled for the last four months.
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2022-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
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 XXXX Charge {$19.00} Goldman Sach Credit card ( Apple Card ) I initiated Chargeback request on XX/XX/XXXX for poor quality food undercooked and generally the worst I had seen from XXXX. I received a provisional adjustment on XX/XX/XXXX for the amount however Over 2 months and 2 billing cycles later there is still no actually amount that has been credited back to me as a refund that is part of my available balance contacted Goldman Sachs apple card service multiple times the 2nd to last time they reassured me it would be credited back back in days but never was then when i tried to contact them two weeks later got transferred around 5 times until so eventually gave up as I should not have to go through these hoops to get a refund they obviously messed up on this one and continually lied to cover it up as the only other chargeback i did with apple was resolved within the cfbp time period.
Company Response:
State: WA
Zip: 98683
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I applied for an Apple card on XX/XX/XXXX, -although I had a credit score over XXXX and only using 15 % of my available credit, I was only given a {$2000.00} line of credit. On XX/XX/XXXX, I requested a credit line increase, again my XXXX score was XXXX, my XXXX score was XXXX ( excellent ) My XXXX score XXXX. My XXXX score of XXXX was used and I again was denied a limit increase. More importantly I am currently only using 4 % of my available credit, which is confirmed by my credit report. Only reason Goldman Sachs has given for denying me is that I had too many inquiries. 11 total over the last 2 yrs with 5 of them in XXXX. Many of these inquiries were NOT to obtain credit. Also 3 of these inquiries from XXXX were for accounts I immediately closed. The reason banks look at inquiries as a negative is that it COULD signal someone in financial trouble and shopping around too much for credit. One look at my credit report and any high school student can see that is not the case with my credit history. I am going to provide an explanation of each inquiry that should have NO bearing towards my credit because those accounts were either closed, were the result of opening a checking account or car shopping and by doing so request a reconsideration from Goldman Sachs for a credit line increase. I am using this platform to have an accurate record of this process because I believe I am being discriminated against for reasons currently unknown to me. XX/XX/XXXX, XXXX XXXX XXXX was for an auto loan- which I did not establish a line of credit. I decided to pay cash for the car. XX/XX/XXXX- XXXX XXXX inquiry was from opening a new checking account. I had previously closed all my accounts with XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX XXXX was for a car- which I did not establish a line of credit. I decided to pay cash for the car. XX/XX/XXXX XXXX XXXX XXXX XXXX I closed this account XX/XX/XXXXXXXX XXXX XXXXXX/XX/XXXX - XXXX XXXX - I refused the credit- interest rate was not what they initially promised. SO the reality is that I have had 2 inquiries in XXXX that have established any credit and 5 inquiries total over the last 2 years. Again I am using only 4 % of my available credit I have no mortgage or car payment and my total cost of living is only 30 % of my monthly salary.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
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 notified XXXX Credit Card by Goldman Sachs about a billing error and they closed my account
Company Response:
State: IL
Zip: 60440
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-15
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XX/XX/2022 XXXX XXXX transferred certain accounts to GM Marcus Cards. A closed account, I do not have the card for, that to my knowledge has had no balance for years was transferred. GM Marcus refuses to show me the purchases the card supposedly has on it. They can not provide evidence that the purchases are even mine. I am an XXXX XXXX XXXX XXXX XXXX XXXX. All my accounts are on auto-pay ; my other XXXX XXXX has auto-pay on it and purchases I can verify are mine. GM Marcus claims they do not need to provide me the purchases from vendors with dates because the closed account was on auto-pay. I have tried several times to work out a solution with the via the XXXX XXXX XXXX GM Marcus keeps giving the same answer and calling me nonstop to pay them. They are damaging my credit. I am not paying on something that appears to be fraud to me. They will not investigate as fraud. I have tried to get them to ; they are firm on the auto-pay that shows no purchases from vendors or dates. Their behavior is predatory and unethical.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: THIS IS NOT A DUPLICATE COMPLAINT. Company has violated CFPB regulations and Federal laws. You have unlawfully provided me ( the consumer ) with a financial product ( Apple Card ) which is not in conformity with Federal Consumer Financial Law. Company purposefully omitted the third party information disclosure opt-out option from their privacy policy. Company purposefully omitted instructions on how I ( the consumer ) can exercise my right to opt-out of third party disclosures. Company unlawfully committed the abusive act of disclosing my nonpublic personal information to non affiliated third parties ; XXXX, XXXX, and XXXX.
Company Response:
State: NC
Zip: 28311
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A