Date Received: 2022-02-24
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have been a XXXX ( XXXX XXXX XXXX member for 20+ years. They recently transitioned from XXXX XXXX to Marcus by Goldman Sachs. This transition has been an epic failure. There was very little communication ( other than the fact that there would be a transition ). You would think a bit operation like XXXX would have a strategic plan for transitioning XXXX members to their system, but no. I recently had my XXXX baby ( who ended up needing a stay in the XXXX ). When I returned home I went to pay my bill through XXXX like I normally do. I got an error message and assumed the site was down for maintenance, so I tried it again several hours later and then again the following day. After two days of getting the same error message I called XXXX. The representative who helped me said I had to go to XXXX to pay my bill ( you would think Marcus would have communicated this information to us ). So, I went to this site and found a link to click for XXXX members that are transitioning to Marcus. I followed the instructions online ( which asked for last name, DOB, and last 4 digits of SSN ). After doing this, I got an error message that said they didn't have enough information and to call XXXX. I called this and the wait time was 5+ hours. They gave me the option for a call back, so I selected that. It is now several days later and I still have not received a call back. In the meantime, I have tried again multiple times to register on the Marcus site, but I keep getting the same error message. I have also called the number provided several times. The last time I called ( XX/XX/24 ) I was told it was a 1+ hour wait time so I held on and finally got a representative. However, the representative had me do the same thing I had already done on my own ( going to the Marcus site, putting in my last name, DOB, and SSN ), but of course I still got the same error message. The representative then suggested I tried using their app. So, I did the same thing on the app and got the same error message. The representative then said there was nothing more she could do and she would put in a ticket for tech support to give me a call back. It has been about 24 hours and I have yet to receive a call back. I am very concerned about how this will affect my credit score. I have tried to be a responsible citizen in paying my bill- I have spent ( literally ) hours trying every which way to pay my bill/transition to Marcus, but with no luck. An operation as big as Marcus should have communicated more clearly about the transition and had a better plan in place for a seamless transition.
Company Response:
State: CA
Zip: 910XX
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I applied for credit on XX/XX/2022 using lending tree. Despite having a XXXX credit score, I was denied based on inaccurate information on my credit report. I was told there is a credit hold, despite this not being true. I feel this was used an excuse and in reality I was denied because of my age. Marcus by Goldman Sachs listed XXXX as a credit report source, however when speaking to a rep, she told me Marcus by Goldman Sachs does not use human, they use an AI Algorithm. The rep then said they use XXXX XXXX. However this was not disclosed IAW Fair Credit Reporting Act After speaking to XXXX, they verified no such credit freeze exists. I think I was denied illegally.
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: XXXX XXXX sold the XXXX buy power card to Marcus Goldman Sachs. On Saturday none of my cards worked called XXXX XXXX and was told to call Marcus Goldman Sachs. Called and was put on hold for over 30 minutes than disconnected. Called back to a recording that now says they wont help XXXX XXXX customers until the 22. Called on the 22nd where I waited 3 hours for a call back only to be told in that call back that my account didnt fully transfer and they dont know why. Try to log in at XXXX to a page that says they need info and to call them. Call them to 3 hour hold times. Was told I will get a call back from a manager in 24-48 hours but I doubt it. Meanwhile XXXXl XXXX closed my account which was my longest open account at 15 years and due to the age of that card and my available credit sinking my credit score dropped 40 pointsgreat since I never had a late payment and paid the card off weekly. This is a terrible rollout and expect a class action lawsuit. Signed up for a XXXX card with citi. XXXX and XXXX XXXX should be ashamed.
Company Response:
State: IL
Zip: 60450
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I have made nearly {$7000.00} in voluntary payments to the Apple Card with an {$1800.00} credit limit in the past month alone. I have never missed a payment due. Two of my payments failed, which I immediately rectified. The money was removed from my bank account, however, my available credit is entirely on hold, despite the payments being voluntary. I have been repeatedly told that they need additional time to clear the payments, due to the failed transaction, however initially they told me it was because I switched payment accounts. I have been repeatedly misled by Goldman Sachs in this endeavor. Also, they have repeatedly suggested that I should have used Apple Cash instead, as it can be verified faster. I am of the belief that I am being manipulated into utilizing their preferred service in the interest of their partnership with Apple, over my bank account. I have been repeatedly told that my payments can not be cleared, despite them having cleared multiple payments for me instantly in the past. They reference repeatedly that this is due to their System placing my payments on hold. Apparently they have no control over this System which is the vague arbiter of my money being cleared. Suddenly there is nothing they can do. I have been declined since this event in many embarrassing situations, despite my balance showing as zero. I tried to buy my son ice cream, it was declined, I had multiple services connected to this card, those have all been declined, and continue to be. My XXXX account for charging my car was declined, I was stranded in a snowstorm at the charging station and had to change my payment account from the Apple Card which took hours, as the roads got worse and worse. They still have my money hostage. I have been told repeatedly to keep making my payments on time by the Apple Card team at Goldman Sachs. When I have never missed a payment. They said they have escalated my case to Senior Management which I have yet to hear from. I feel quite helpless as a consumer in this situation. My money is gone from my account, and my balance shows as zero, but also my available credit is zero. They have a different explanation every time for why this is happening. I am confused and feel quite misled.
Company Response:
State: CO
Zip: 80130
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: XXXX XXXX sold my XXXX credit card account to Marcus Goldman Sachs. I was cut off from XXXX XXXX on XXXX. Tuesday I was supposed to be able to sign on with my Marcus account. I have had no access ti my account for 5 days now and have gotten no service from Marcus Goldman Sachs. Long wait times on the phone ( Hours ). no call backs and no website service.
Company Response:
State: NY
Zip: 12203
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My card started being declined XX/XX/XXXX. The company promised the transition would not affect my using my credit card. They have a six hour wait to get customer service. On the rare occasion that you get the option to get a call back they call you back at XXXX in the morning or the person doesnt know whats going on and you eventually get disconnected. It was a XXXX XXXX XXXX card its now the Goldman Sachs Marcus card. their website does not work and I can find no information about benefits and costs of this card.
Company Response:
State: TX
Zip: 76052
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I made XXXX transfer on XX/XX/22 at XXXX am. Goldman Sachs Bank USA locked me out of my account so I could not trace the funds and report them for fraud. They never processed a wire that was made and tried to get me to call in 2 for 1. They are not being honest.
Company Response:
State: IL
Zip: 60605
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
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: On XX/XX/XXXX I was notified of a fraudulent purchase on my Goldman Sach 's Apple Card. I requested that card be shut down and have a new one issued. On the morning of XX/XX/XXXX I noticed approximately XXXX on my credit card all in huge chunks of XXXX plus transactions in Florida and NY. I live in Ca and never traveled to those areas. I called XXXX and spoke with XXXX ( they do not release last names ). I was told she was a supervisor and she placed disputes for all these transactions. During the entire month of XXXX I continually called XXXX to confirm updates on all this ( To date I've called XXXX XXXX ). On XX/XX/XXXX, I spoke with another supervisor, XXXX ( I believe ). I completely paid off all my transactions and the entire account was closed and he said settled. Fast forward to the first week in XXXX when I received a bill from XXXX. Since this bill I've called easily over XXXX and keep getting the run around. First, no one will let me deal with just one person as this is a lengthy scenario. Second, every supervisor I speak with tell me different things on what's NOT resolved or resolved. I have over 40 emails to document the transactions resolved. On XX/XX/XXXX, I was told by " XXXX '' some of the transactions XXXX said were resolved with emails, are NOT resolved and I still have an outstanding bill with payment due on XXXX. The payment as of then ( NOT SURE IF ITS changed again ) was the result of interest/cash back ( FROM all the fraudulent purchases that I NEVER received in my apple cash since I shut the entire account down ). I have since contacted the XXXX ( case # XXXX ), FTC ( case # XXXX ) and filed an identity theft report ( Con # XXXX ) and placed a fraud alert on my account thru XXXX. It has been over 90 days now and I can not find anyone within XXXX to solve these matters and end this investigation. Nothing was ever ordered by me, delivered to me, nor have i ever been to Florida or NY. And the administration of this credit card not catching this going on and not handling promptly is extremely frustrating to say the least. I have zero other evidence other than people who saw me in XXXX XXXX on these dates and times and if one were to check with XXXX it would who i've never traveled to any these states. Nor was anything ever sent to me at my home address. I have never had any issues with other credit card companies if one fraudulent charge came thru, which they would catch and call me. To let over XXXX charges hit my account, lots within minutes or seconds and in same increments at times, is beyond belief.
Company Response:
State: CA
Zip: 92129
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Dear CFPB Goldman Sachs is continually been destroying my credit worthiness for years and I have been communication with them relentlessly and have shared that I do not have any knowledge of the debt owed, they have failed to provide me any signed documents bearing my true and actual signature and have gone against all FCRA sections I dispute with the bureaus only for them to reply electronically and say it's valid. It clearly states that once I have notified them that this debt is in fact a part of identity theft they are not to sell, transfer or place the debt out for collection yet they have transferred it to and outside agency who is acting as a collector on their behalf. I have sent my DL License, social security card and police reports to the furnisher and it seems to be ignored, I will not send it again at this point. At this point they are breaking all FCRA reporting act and I nearby demand and investigation. They stall and wear you down as a consumer until you have no more fight. I was a victim of identity theft and have attached my XXXX Police report and Federal Trade Commission Affidavit once again so that they can notify each bureau and have the erroneous, derogatory information deleted at once. Per 605B they are in violation. They are matching a name and address and saying it is mine. " IT '' S NOT '' and I state it again and again that I have no knowledge of this debt that I have been disputing since XXXX. I have place the explanation of the duties when ID Theft Occurs and would appreciate immediate attention. It was the worst thing that has ever happened to me. Duties when ID Theft Occurs All furnishers must have in place reasonable procedures to respond to notifications from CRAs that information furnished is the result of identity theft, and to prevent refurnishing the information in the future. A furnisher may not furnish information that a consumer has identified as resulting from identity theft unless the furnisher subsequently knows or is informed by the consumer that the information is correct. Section 623 ( a ) ( 6 ). If a furnisher learns that it has furnished inaccurate information due to identity theft, it must notify each consumer reporting agency of the correct information and must thereafter report only complete and accurate information. Section 623 ( a ) ( 2 ). When any furnisher of information is notified pursuant to the procedures set forth in Section 605B that a debt has resulted from identity theft, the furnisher may not sell, transfer, or place for collection the debt except in certain limited circumstances. Section 615 ( f ).
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was in XXXX training from XX/XX/XXXX to XX/XX/XXXX and I had no phone and was cut off from society and had no way of knowing or staying on top of these remarks or payments and am protected under SCRA law.
Company Response:
State: GA
Zip: 30019
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A