Date Received: 2019-10-02
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX XXXX I applied and was approved for this credit with Goldman Sachs and its showing a negative impact on my credit for applying and being denied
Company Response:
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-10-02
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: In a day where phishing or scams via email are common. I am trying to find out how to validate email notices related to my new XXXX XXXX ( Issued by Goldman Sachs Bank USA, XXXX XXXX XXXX Branch ). Via XXXX and Goldman Sachs Bank method of communication via XXXX chat service. I attempted to learn as their support page is lacking any guidance. Currently I have received a few emails but they were flagged as JUNK by XXXX. I want to make sure I do my part to protect myself. As well I want to insure that email notices that could be urgent are not missed. The subject and FROM are not easily verifiable as true XXXX or Goldman Sachs Bank.
Subject : Your XXXX Card statement is ready From : " XXXX Card Support ''
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-28
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I am reporting Goldman Sachs in reference to their XXXX XXXX. On Wednesday at XXXX I contacted them via chat since my account had been restricted. They needed to text me a code and said that my account was fully verified. When applying for the card I gave them a picture of my Drivers License. I have been usually the card regularly and paid off the first statement balance. I contact Goldman Sachs today when I noticed my account was closed. I received an email that went to my junk that said Failure to comply with the terms of the Card Member Agreement or Rewards Agreement. They said the issue was with the verification that I did not provide. When I told them I had they said oh okay I see that but youll have to wait 2-3 weeks for a letter explaining why.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2019-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-27
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: When the XXXX XXXX was in a trial-phase or " early access '' phase, I was invited on XX/XX/XXXX, via email ( attached below ). When I applied, it asked for my full legal name, address, and the last four digits of my SSN. It would then struggle to verify my identity and ask for further information. It would ask me for my full SSN and a picture of my " government-issued ID, '' which I provided. However, since I am under XXXX in the state of Washington, I am issued a vertical ID ; I also opted to have an enhanced driver 's license that complies with the Real ID Act. The XXXX XXXX Applications automated " Photo ID checker looks for a horizontal driver 's license and not a vertical one, and my most recent interaction with an XXXX XXXX Specialist ( attached below ) confirmed this as well. As a result, my XXXX XXXX application becomes denied because the automated ID checker " fail [ s ] to verify my identity '' ( email attached ). I had tried to work with their XXXX XXXX Specialists since their Preview phase - before this credit card was available to the general public - yet it seems to have fallen on deaf ears as this issue is still not fixed since composing this complaint and more than a month after the XXXX XXXX public release. During Preview phase, I have worked with multiple XXXX XXXX Specialists to resolve this issue - as I know I am not the only person in the United States or Washington State that has a vertical ID for being under XXXX - yet the issue still exists today. I sent in a Feedback report through their feedback website ( email attached below ) ; called, XXXX, and emailed with XXXX Support during their Preview period and after public release ( attached below ) ; and I even emailed XXXX XXXX about the urgency of my widespread problem ( attached below ). My Feedback and first email to XXXX XXXX were received, and I got a phone call from the executive team saying that, My vertical enhanced driver 's license issued in XX/XX/XXXX was not supported and getting a new one reissued for XX/XX/XXXX is supported. However, once the public release for the XXXX XXXX was done, not only was this verification issue not fixed even after getting a new WA EDL, I instead get an email saying I applied too many times. XXXX Support has told me that I must wait about 30 days from my last application to reapply again. I reapplied again after 31 days with my newly reissued XX/XX/XXXX WA enhanced driver 's license that is vertical, and to my ( not-so ) surprise the application still fails to verify my identity and rejects my application. I have gotten in touch with an XXXX XXXX Specialist via XXXX once again asking if my XXXX XXXX application can be reviewed manually, and I was told that my account would be marked for review and to expect a call from them within a few days ( XXXX conversation attached ). However, I never got a call a week later. I followed up with an XXXX asking for the status of my application only to be told that they do not support vertical IDs, and my application can not be reviewed manually. I have tried to work with their support team in any way I can during the Preview period and after the public release of the XXXX XXXX and even emailed XXXX CEO to escalate and resolve this issue. People like myself that have a vertical ID are receiving rejection letters due to the XXXX XXXX application process lacking in manual reviews for circumstances like my own when their automated process fails at doing its job. What is worse is that I am not alone. This has only been documented by one press outlet, which is XXXX, ( XXXX : XXXX ) about vertical IDs not being able to verify an applicants identity. On XXXX, there is a subreddit for the XXXX XXXX where you can find several accounts of this vertical ID issue that remain unresolved with every application ending in rejection or a 30-day deferral due to too many application attempts ( XXXX : XXXX XXXX XXXX XXXX ). There is also a 14-page ( and counting ) forum on XXXX where people have tried working with XXXX Support or an XXXX XXXX Specialist to have their identities verified due to having a vertical ID, yet none of them have been resolved. This issue has tarnished my perspective of XXXX as a credit card service due to their terrible XXXX XXXX support on this matter. I am forced to make this complaint because this vertical ID issue and automated system of verifying IDs have failed other people and myself, and XXXX has provided no other alternatives to apply. Since some states like Washington issue drivers licenses that are vertical for those under the age of XXXX, the XXXX XXXX application process has discriminately rejected my XXXX XXXX application based on my age. Their automated photographic algorithm that is supposed to verify my identity with my drivers license has systematically discriminated against me for being under XXXX with no manual review system set in place to override this error. My most recent interaction with an XXXX XXXX Specialist ( photo attached ) has made it very clear that they have no intent on helping people my age because they can not manually review our rejected applications triggered by our drivers license.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-27
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I contacted XXXX XXXX about issues with transactions not showing up on my account on XX/XX/19. There are two transactions in the amount of XXXX that I made and they dont show on the account but are included in my balance. I also have not received the rewards pay out for these transactions. Rewards are to be paid out daily per the terms and conditions. They said they should appear the next day when I spoke to them on XX/XX/19. I contacted them again on XX/XX/19 and was told it was escalated but they couldnt give me any time frame as to when it would be fixed.
Company Response:
State: UT
Zip: 841XX
Submitted Via: Web
Date Sent: 2019-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-21
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My wife and I opened a 12 month CD at Marcus by Goldman Sachs using the online portal on XX/XX/XXXX. On XX/XX/XXXX of XXXX, I put in a request to close the cd upon maturity ( XX/XX/XXXX ) and transfer the funds via ACH transfer to my local bank. On the XXXX, of XXXX, XXXX I went online to verify that the funds had been sent to my local bank as requested. I was allowed access into my online account but this account no longer contained any information as to this cd, which is the only account that I hold with Marcus by GS. I could access my profile and prior statements that are generated on the last day of the month but there was no information concerning the cd in question, its interest paid at maturity nor the present value of cd. It was as if the account had vanished into thin air. The online account does not even list this account as closed, it simply is not there, I called customer service and was told that the funds had been remitted via the ACH system. When I asked for some written verification that this had been done or to be sent a copy of the account being closed and the monies being sent, I was told that the representative I was speaking to would REQUEST that a verification be sent but that it would have to be sent via the US Postal Service and she also stated that she did not know how long it would take for such a request to be honored to which I replied that this would not be acceptable. The representative stated she could do nothing else for me. As of the present time, the funds have not arrived at my local bank. I realize that this can take up to 3 days and I have no issue with that fact. I do have an issue that I can find no information with regards to this account when I log-in online and I can not determine if Marcus by Goldman Sachs has indeed returned these monies to me, the legal owner and that I can only get verbal assurances that they have. I also have an issue with the fact that this account shows up no where on my online account other than the prior statements.
Company Response:
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2019-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2019, my purse containing all of my identification and personal information was stolen. Due to this, on XX/XX/2019, I initiated the process for a 1-year fraud alert to be placed on my credit reports. On XX/XX/2019, I received confirmation that the fraud alert was successfully added to all three of my credit reports. I was told that this fraud alert would require creditors and lenders to contact me directly, before issuing credit in my name. On XX/XX/2019, I received an alert from my credit monitoring service, stating that a potential creditor pulled a copy of my credit file because I applied for credit or services with them. I immediately contacted this creditor to inquire about this alert. Upon speaking with a representative, I was told that an XXXX credit card was opened in my name. I explained my situation and the representative transferred me to their fraud department. The fraud department could not explain to me why I was not contacted prior to this card being opened, even though I had an active fraud alert on my credit reports. I explained that there is an active investigation in progress with my local police department, for credit cards that were used from my stolen purse and that the detective requested that I report any additional identity theft that may occur in the future. I asked for the account number and details about when and where the card was opened and if any charges had been incurred on the card. I was told that they were not able to release any information to me until I completed a report at identitytheft.gov and mailed it to them. In the meantime, I was assured by the representative that the account was closed. In the days that followed, I completed the report and mailed it to the credit card company, as I was instructed to. On XX/XX/2019, I received an XXXX credit card in the mail. To confirm that the account had been closed, as I was previously told, I contacted the credit card company again. An associate advised me that the account had not been closed but had been frozen to prevent further charges from being incurred. I was then transferred to the fraud department to discuss the situation further. I waited on hold for 30 minutes before being disconnected. I called back and went through the same process of being transferred to the fraud department. When I asked if I could have the direct number to the fraud department, in case I was disconnected again, I was told no. When I asked approximately how long the wait would be, I was told that it would be a long time, but they couldn't give an estimate of how long. After waiting on hold for an hour, I hung up and decided to take further action by submitting this report.
Company Response:
State: FL
Zip: 33428
Submitted Via: Web
Date Sent: 2019-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I was interested in applying for the new XXXX XXXX issued by Goldman Sachs Bank but it is restricted to just allowing XXXX XXXX or higher users to even apply. I would think that this general purpose card is using the requirement that applicant 's have not only a specific product brand but only the more recent versions is in fact a type of redlining. They do not seem to have a way for anyone interested to apply for credit ( maybe after getting the card a consumer would then want to purchase an XXXX XXXX. Application is also not supported by individuals that may have any number of other XXXX products except the XXXX. If this was a store card only accepted at XXXX or only able to be used in the XXXX wallet as XXXX Pay then it might be different but they offer a physical card to use anywhere. This just feels like a modern version of redlining as XXXX owners skew to a higher socio-economic level.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-17
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Shortly after being approved for and receiving an XXXX Credit Card by XXXX XXXX, it was blocked and placed in a restricted state. They did not at any time notify me that there was any problem, I found out when scheduled charges were getting denied. After many support calls and literally hours on the phone with people absolutely refusing to tell me what was wrong, I found out that they had marked me as pending deceased. I was not offered any way of proving that I am alive other than waiting for them to investigate further. Eventually I was connected to their fraud department and they requested copies of my personal bank statements to prove that I am not dead, which I find highly irregular and personal. To this date, my card is useless and I have no idea when they will finish investigating my supposed death, who is investigating me, or even why. Chat support says I have to talk to phone support. Phone support says I have to chat support. Nobody will take responsibility or give me any information.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2019-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-09-16
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I applied and received a XXXX XXXX on XX/XX/XXXX. There were no problems or difficulties initially. I requested and received a physical card. I made my first purchase with it on XX/XX/XXXX for XXXX dollars. This worked without issue. I attempted to make a large purchase on XX/XX/XXXX for XXXX. This was declined. I called in figuring they needed verification. The first woman I spoke to said my account was in review and they could not verify my information. I escalated to her " Supervisor '' whom repeatedly misgendered me on the phone. When corrected, the " supervisor '' stated and I quote, " Ok Ma'am whatever you want to call yourself. '' That was call one. I then contacted XXXX on XX/XX/XXXX. I was informed by apple support that they would get me in contact with Goldman Sachs to resolve the issue. The agent at Goldman Sachs stated that they can not resolve an issue via inbound call so they would arrange a call back. I never received a callback. Subsequent calls to find out a status have been met with a " Don't Call us We will call you '' that never receives a call. On XX/XX/XXXX I attempted to use the inline support through the XXXX App on the XXXX and received the same " Don't call us we will call you. '' response. I will attach the chat log to this image. Thus far the treatment I have received from both XXXX and Goldman Sachs has been abysmal and in Goldman 's case even included some discrimination.
Company Response:
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2019-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A