Date Received: 2022-03-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XX/XX/XXXX, I opened a new savings account with Marcus ( part of Goldman Sachs ) in response to a promotional offer : deposit {$100000.00} in new funds and after six months the promotional offer of {$300.00} would added to the account. Approximately mid-XXXX XXXX, I contacted Marcus by phone to wonder when exactly the {$300.00} would post. At the time they said that my inquiry would be escalated because the woman on the phone was unable to help me. Meantime I had learned of a second promotion that if there were an additional deposit of {$10000.00} for three months, the promotional offer of {$100.00} would be added to the account. I thought that was good so I transferred {$10000.00} into Marcus on XX/XX/XXXX. I was told that the {$100.00} would post approximately early XX/XX/XXXX. Time elapsed and no one got back to me about the {$300.00} original offer related to the {$100000.00} deposit. During the first week in XXXX I called Marcus again for two reasons : ( a ) what was the status of the {$300.00} promotion and ( b ) I had just seen a seniors advertisement in XXXX in which XXXX Members were being offered XXXX basis points to open a Marcus account. I couldn't believe it! I told the woman I had been an XXXX member for 12 years at least and was never offered XXXX -- - my account opened at XXXX basis points! I was really mad. Furthermore she said that there was no verification that I had enrolled in the original promotion for the {$100000.00} deposit of new money into Marcus in XX/XX/XXXX entitling me to {$300.00} promotional bonus after a six-month period in which the balance was maintained... WHICH IT WAS. She said she was very sorry but there was nothing she could do. I said I felt as if XXXX stomped on me! All they have to say is " no '' and what am I to do about it? My husband and I have been XXXX XXXX clients for our entire 30-year marriage and I already had opened a high-yield XXXX savings account for XXXX basis points but there was no bonus. THAT IS WHY I OPENED WITH MARCUS!!!! I told her I would be complaining to the regulators but all she kept saying over and over was that there was nothing she could do. As far as XXXX was concerned, she said that unless I told Marcus at the time that I was in XXXX it was not up to Marcus to offer that promotion! I said there you have the problem in a nutshell! Words were exchanged and to calm me down she said she would change my rate of interest to 60 THAT DAY but not retroactively! Can you believe it? I had opened the account while we were living at XXXX XXXX XXXX in XXXXXXXX XXXX XXXX XXXX, and then we sold that house and moved to XXXX where we live now at XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. Because I was unsure with what agency to file the complaint -- XXXX XXXX XXXX XXXX -- I reached out to the Secretary of State for the State of XXXX. I asked which would be the better agency. The officer responded that Marcus via Goldman Sachs is a commercial bank and as such, she did not think I should file specifically with XXXX XXXX XXXX XXXX... she suggested I file with the CFPB because CFPB would make sure the right individuals in the right place would get the complaint. And that is what leads me to this complaint today.
Company Response:
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I applied for apple credit card & have been denied over n over for the same reason which makes zero sense? The denial letter reads to many obligations with balances? I only have one credit card with a balance & perfect payment record outstanding never late on any of my cards 19 accounts in total all with zero balance! Only one card with a {$2500.00} balance. Im attaching my balances to all my accounts for review.
Company Response:
State: CA
Zip: 92562
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have had a XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX since XX/XX/XXXX in which it payed 1 % cash back or 3 % on a new XXXX XXXX. I had {$960.00} cash awardes earned I got a letter stating they had sold out to XXXX XXXX awards. On XX/XX/XXXX I called XXXX XXXX and asked them to send me my cash reward money. I was told a I had to have claimed my rewards before XX/XX/XXXX but I would not lose my reward money. They said I could charge it on my new Marcus card as a credit. I contacted Marcus about activating my new card and redeeming my {$960.00} I was told I no longer had a XXXX credit toward a new car and the {$960.00} was all I could use toward XXXXXXXX XXXX and could only use {$250.00}. per year. I am being held hostage by these two companys and want my {$960.00} sent to me. To my knowledge I was never notified that this would happen with my rewards.
Company Response:
State: NC
Zip: 27893
Submitted Via: Web
Date Sent: 2022-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-10
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I was invited to apply for the Apple Card from Goldman Sachs, I applied for the fifth time & again denied for the same ridiculous reason to many accounts with balances? Im attaching my credit score which is completely different from what they retrieved as well as all of my credit card balances which are time stamped with current XXXX balances.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I had a savings account with Marcus which was forcibly closed down by bank on XXXX XX/XX/2022. There was interest accumulated for month of XXXX for amount of {$67.00} which was not paid out to me. Upon speaking with agent, I was told that the transaction was paid out to XXXX XXXX and I was provided with below information related to the payout and transaction - Transaction trace number - XXXX ref - XXXX However, there was no amount received on XXXX XXXX side. Upon checking with Marcus, I was told that they will investigate and get back to me with resolution and funds will be traced. However, I never received any call back in this regards and I have not received any payout.
Company Response:
State: TX
Zip: 77479
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My XXXX card ( managed by XXXX XXXX ) was sold to Marcus / Goldman Sachs some time last year. Transition of accounts began, approximately XXXX Since that time I have been unable to make purchases with the card. I have done the required account setup with Marcus.com/gm I have been on hold for more than 2 hours several days in row with their customer 'service ' line. ( so long each time that my phone battery died ) I have reported these issues to Marcus via direct message / XXXX- with the only response being an automated response. I observe other customers who have complained on XXXX receive nearly identical responses. Their website indicates chat is available - not so. There is no link provided to initiate cancellation of the card. There is no email address available. Marcus is holding we card holders hostage and responsible for any charge that may appear on our credit lines with no recourse to address the issues.
Company Response:
State: CA
Zip: 90805
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I purchased several items from Apple using the Apple Card in XX/XX/XXXX. While my bill was {$4400.00}, I elected to pay the full amount immediately. Using the XXXX XXXX app, I changed the automatic payment from the amount due to the full amount prior to the XX/XX/XXXX due date. On XX/XX/XXXX, I noticed in my account that both the full amount of {$9700.00} and the auto payment of {$4400.00} where withdrawn from my account. On XX/XX/XXXX, I contacted Apple/Goldman Sachs to have this reversed. I was informed that the payment will " take a couple of days to have the payment refunded. '' On XXXX, I contacted Apple/Goldman Sachs again for a status update. This time I was informed that the payment refund is in dispute and would typically be refunded within 10 days but could take up to 30. I was referred to my bank to have the payment cancelled. I requested an escalation due to the conflicting information and was provided with case number XXXX. There is no information available to me on the status of the refund. Apple/Goldman Sachs refused to provide documentation on the status of the payment reversal, that it is now a payment dispute, the status of the payment dispute, or any timeline ( particularly since it exceeds their own recommended timeline for resolution ). The Apple wallet app doesn't not show any history of the money in question. My balance doesn't reflect the over payment and I don't have documentation of the dispute outside of a messages chat. As documentation, I've included screenshots of the app : XXXX XXXX shows the page of the current amount due {$2.00}. You can slide the button to the current balance {$72.00} ( IMG XXXX ). Selecting pay later provides the date to pay that amount ( IMG XXXX ). Upon selecting the date, you are brought back to the home page ( IMG XXXX ) showing the upcoming payment. It is only if you select the XXXX dot button in the top corner that you see that the original auto payment was not changed and you are now scheduled for an overpayment of the bill PLUS the full amount that you have just scheduled ( IMG XXXX ).
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Goldman Sachs is reporting inaccurate, fraudulent information to the credit reporting agency causing harm and damages to myself. I cant get a hold of the department of the company that could resolve my claim. A supervisor name XXXX gave me a Case number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Utah XXXX
Company Response:
State: PA
Zip: 19152
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: My Credit card ( XXXX ) was recently transferred from XXXX XXXX to XXXX by Goldman Sachs on XX/XX/XXXX. I have received a letter to create a new online account to view my info, however after making the account login it requires I get a 6 digit code to access my account online. I can never get that 6 digit account. Spent hours on XX/XX/XXXX trying to call and got hung up, transferred and even cussed out. Tried contacting via XXXX and have copied my ordeal on there for others to read.? Latest I heard from an XXXX XXXX that my email will not work ( I used it for XXXX XXXX, and every other bill/membership etc I have ). She stated I needed a XXXX account. So I created one ... .still can not get access. I have called at least every other day asking for help ... no changes. Made a XXXX XXXX on XX/XX/XXXX at XXXX at night with XXXX who said it would be answered in 10 days ... .no response. I have asked for management... they refuse customer access. I need my info to do my taxes, this is killing my nerves.
Company Response:
State: SC
Zip: 29732
Submitted Via: Web
Date Sent: 2022-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My XXXX credit card was switched from XXXX XXXX to goldman sachs XX/XX/2022. I received notices by text and email late XXXX and early XXXX of suspicious activity on the account. XXXX I tried to call to report the card stolen and the purchases on XXXX as not mine. The call took over 2 hours. I had no success having the purchases marked as fraud. I also tried to cancel the account. In addition, I set up the new account with goldman sachXXXX XXXX XXXX to try to report the card stolen, the purchases as fraud and to cancel the account. The website is not operational yet to complete the 3 tasks. I also tried their chat box online. As with the phone and website, the chat box is also not operational.
Company Response:
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A