Date Received: 2023-10-12
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: I am filing this complaint cause I got a personal loan from Marcus by Goldman Sachs on XX/XX/XX/XX/XXXXthe partial account number is XX/XX/XXXXXXXX I went to purchase Credit monitoring with XXXX and was denied access to my credit report. When I called XX/XX/XXXX Customer service I was told that one of my creditors which is Goldman Sachs was reporting my account with the social security number transposed. They are reporting XXXX and my social is XXXX. I was told my credit file will remain supressed until Goldman Sachs corrects the issue
Company Response:
State: NY
Zip: 11566
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My Marcus High-Yield Savings Account was locked in early XX/XX/XXXX randomly. I called Marcus customer service ( XXXX ) on XX/XX/XXXX to find out what happened ( photo attached below ). It turns out my account was forcibly closed on their part and they would not explain the reason why it was closed to me. I had around {$700.00} in the Marcus high-yield savings account and have yet to receive any funds back to my XXXX checking account. I called again today on XX/XX/XXXX ( photo attached ) and I spoke with fraud specialist XXXX. I found out my account was still in the process of being closed. It is taking way too long now. Also, I have not received any emails regarding my account being closed or the process my account is going through. It is completely irresponsible for a company to mishandle my account and not be forward with me communication-wise.
Company Response:
State: NY
Zip: 11207
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Inappropriately reporting fraudulent information
Company Response:
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Subject : Unauthorized Charges on My Credit Card On XX/XX/2023 I discovered a transaction on my credit card statement that were made without my permission. These charges are as follows : Transaction Date : XX/XX/2023 Amount : XXXX Description : Apple XXXX XXXX Add additional unauthorized transaction of XXXX on XX/XX/XXXX at Apple Online Store that I blocked. As soon as I noticed these unauthorized charges, I took immediate action by contacting Apple Goldman Sachs customer service team. I spoke with [ Customer Service Representative, who was extremely helpful in addressing my concerns. During the call, I provided all the necessary information regarding these unauthorized charges and was assured that the matter would be thoroughly investigated. I would like to emphasize that I did not authorize these transactions in any way, and I request a full investigation into this matter to determine how these charges occurred without my consent. I take the security of my credit card account very seriously, and I hope you will take the necessary steps to rectify this situation promptly. I appreciate your prompt attention to this issue and your commitment to ensuring the security and integrity of my credit card account.
Company Response:
State: NJ
Zip: 076XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Despite multiple written requests, the unverified account/s listed below continue to report on my file. The late payments are inaccurate, the payments were made on time. Please update the late payment markings to show the correct payment history. Update the account/s below : XX/XX/XXXX
Company Response:
State: CA
Zip: 90047
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I was taken advantage of because I have a learning XXXX and a physical XXXX and now have to speak to this phone to write that someone has stolen and use my card to multiple place and I do not know who. Some people come to help me out sometimes to clean and to general help me out. I didnt never use this card and all of the charges are not mine I cant not get in touch or know how to get in touch with this company because of my learning XXXX and XXXX. Please just help me. Im tired of people taken advantage of me. I didnt never authorize nobody neither.
Company Response:
State: IL
Zip: 60564
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I noticed an account on my credit reports from a company called APPLECARD-GS BANK USA that I had no business relationship with. APPLECARD-GS BANK USA was attempting to collect on a an alleged debt in the amount of {$540.00}. I have had my identity stolen and sent APPLECARD-GS BANK USA a letter via certified mail XX/XX/ notifying them about this fraudulent account including a copy of my Identity Theft report asking them to please delete the fraudulent account from my credit reports. I also disputed this fraudulent APPLECARD-GS BANK USA account with the credit bureaus. APPLECARD-GS BANK USA however continued reporting this fraudulent APPLECARD-GS BANK USA account with the credit bureaus. XX/XX/ I noticed APPLECARD-GS BANK USA still reporting this fraudulent APPLECARD-GS BANK USA account with the credit bureaus. I then sent APPLECARD-GS BANK USA a DEBT VALIDATION LETTER via certified mail XX/XX/ requesting the agreement between APPLECARD-GS BANK USA and myself and the original application for the account. APPLECARD-GS BANK USA violated the FCRA 15 U.S.C. 1681g ( d ) by failing to provide the evidence requested after being notified about the identity theft. FCRA 15 U.S.C. 1681g ( e ) states .... a business entity that has provided credit to, provided for consideration products, goods, or services to, accepted payment from, or otherwise entered into a commercial transaction for consideration with, a person who has allegedly made unauthorized use of the means of identification of the victim, shall provide a copy of application and business transaction records in the control of the business entity, Pursuant to the FDCPA 15 U.S.C. 1692g ( b ) APPLECARD-GS BANK USA was required to cease collection efforts until the alleged debt was validated but failed to do so. APPLECARD-GS BANK USA continued reporting the alleged debt to the credit bureaus in its attempts to collect on the alleged debt thereby violating the FDCPA 15 U.S.C. 1692g ( b ). I saw the fraudulent APPLECARD-GS BANK USA account XX/XX/ on my credit reports. I then sent APPLECARD-GS BANK USA a FAILURE TO RESPOND letter via mail XX/XX/. APPLECARD-GS BANK USA violated the FDCPA 15 U.S.C. 1692e ( 2 ) In its attempt to collect on an alleged debt by falsely representing the character, amount, or legal status of any debt. APPLECARD-GS BANK USA violated the FDCPA 15 U.S.C. 1692f In their attempts to collect on the alleged debt by collecting an amount that was not expressly authorized by an agreement creating the debt or permitted by law. APPLECARD-GS BANK USA violated the FDCPA 15 U.S.C. 1692g ( b ) by not ceasing collection efforts until the debt was validated. Case law is well settled that reporting an alleged debt to the credit reporting agencies is " an attempt to collect on a debt ''. Pursuant to the FDCPA 15 U.S.C. 1692g ( b ) APPLECARD-GS BANK USA was required to cease collection efforts until the alleged debt was validated but failed to do so. APPLECARD-GS BANK USA continued reporting the alleged debt to the credit bureaus in its attempts to collect on the alleged debt thereby violating the FDCPA 15 U.S.C. 1692g ( b ). Additionally, APPLECARD-GS BANK USA FAILED TO RESPOND to the DEBT VALIDATION LETTER within 30 days causing me to send a FAILURE TO RESPOND letter via certified mail September 1, 2023. APPLECARD-GS BANK USA violated the FCRA 15 U.S.C. 1681i by not validating the alleged debt within 30 days. I saw the fraudulent APPLECARD-GS BANK USA account XX/XX/ on my credit reports and it is still there as of this filing.
Company Response:
State: IN
Zip: 46268
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: On or around the early hours of Saturday, XX/XX/2023, I lost my wallet on the way home from meeting a friend for dinner. Upon the realization I no longer had access to my wallet, which contained my ID as well as XXXX personal credit cards and a XXXX bank debit card, I immediately began to mitigate any potential concerns over someone else having unauthorized access to those cards by calling the issuers for each of those companies to report that the physical card was lost. One such company I reached out to was GM Card by Marcus, a Goldman Sachs company. The agent on the phone was courteous and empathetic to my situation and took the necessary steps to close out my physical card and send out a new card. However, within that same call, I asked about whether the virtual card on my account would be updated and viable to use while prior to waiting for my replacement card to arrive via snail mail. The agent answered in the affirmative that I would be able to utilize the virtual card immediately. In fact, I even verified that the numbers on the virtual card had updated, so presumably the new virtual account was established prior to me trying to use it. With the assistance of the agent, the virtual card was added to my XXXX XXXX, and I proceeded to try to use it at a merchant approximately XXXX minutes later. That charge was declined twice. The amount was for approximately {$38.00} and at the time of the charge, I had over {$2700.00} in funds available on my credit line. Given that I checked the available line of credit and was assured by the GM Card agent that the virtual card would work, I called them back to understand what the problem was. This started a series of confusing conversations with multiple agents. Each time I called and spoke with a GM Card agent, they instructed they would need to do a One-Time Pin ( OTP ) authorization where they would validate that the virtual card was being utilized by the authorized user. Each time, I provided the OTP code I received via text message, ( which was only accessible from my own facial biometrics on my XXXX ), and provided that OTP code to the agent on the phone ; and each time I provided that code, I was instructed to wait approximately XXXX minutes and the card should be available for use. The scenario above happened multiple times through out the weekend. At times, the card would work and at other times it would not work. There was really no rhyme or reason because often times, I only used the card with the same merchant ( e.g., XXXX ). At no point, was I aware that there was an account restriction until I had to follow-up with the issuer on Sunday, XX/XX/2023. By this time, I had spoken to multiple agents in a XXXX period of time. No one could answer or even eluded to the account being restricted. In total, we did the XXXX verification four separate times. It was only when I demanded to speak to a supervisor to dig into this issue further, the agent indicated that the account was restricted and had to be reviewed by " upper-level management. '' I told the agents that the account being " under review, '' when it was the only card I had available to pay for groceries/local travel/etc. was super generic and not helpful. That the process of having to validate my authenticity four times was not only unfair, but highly-deceptive as I reasonably relied upon GM 's explicit representations that this verification process would resolve the issue. The issue was not resolved and as of XXXX XXXX on Tuesday, XX/XX/2023. I still do not have access to the available credit line, nor have I received a follow-up call from a representative of " upper-level management '' who could advise me why the account is under review/restricted. To be fair, this card is not normally used by me. I am a a risk-compliance professional myself and I understand the need to have controls in place to verify that the inconsistent usage pattern on a credit card is by the authorized user and not a fraudulent party. However, what is the purpose of having an OTP validation process, if the issuer is still going to restrict the authorized user from utilizing their funds? This was a question I asked to representatives, but of course they were not able to veer of script to answer that question. As a matter of fact, the GM Card agent I spoke to on Monday, XX/XX/2023, agreed with me that it did not make sense to her either. So within the past XXXX or XXXX days, I have had several phone calls with GM Card agents, validated my identity via the OTP process on four separate occasions, have attempted to resolve this issue through my own personal knowledge and experience as a risk-compliance professional, and have unsuccessfully been able to resolve this issue with the card issuer.
Company Response:
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My name is XXXX XXXX and I had my daughter open a savings account with Goldman Sachs ( marcus.com ). I do not have a phone number so we used her cell number to send SMS authorization codes. This has worked fine for the few years we've had the account opened. I've made numerous transfers to my XXXX XXXX checking account. We then tried to set up another external institution to transfer funds to. The transfer had a problem and my daughter called to find out why. During the conversation, it was disclosed that the phone number tied to my account was hers. At this point in time, they locked my account and I can not access any funds. I have had her call several times and nobody is willing to help. Today we found out they are sending us some sort of affidavit that we need to get notarized. I am in a XXXX and it is very hard for me to get out and we do not know a notary. I need my funds transferred ASAP and my daughter told them that, but they said they can't do anything. So they have all of my savings locked up at this point for no valid reason. When we signed up for the account, it was never specified that the phone number tied to the account MUST be mine. We went back to look and verified this language is not on the web site. This is some sort of rule they've made up on the fly. Please help me to get my money out of this bank.
Company Response:
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: We had an account opened thru Apple Credit. When opened I thought my husband did it so I used it. Learned later we were being a victim to identity theft. Luckily I caught this card before getting in the hands of anyone. I was making payments thru my AppleID. We learned that our Apple ID was compromised. We had to get new cell phones new ID and New Phone numbers due to the fraud. We are not arguing the usage but we would like to have a paper bill to insure no other charges were made not ours. We reached out to Apple to request paper statements and let them know of the Fraud on XX/XX/2023 when I learned they pinged my credit. I figured by the Apple ID being closed they would send a paper statement. None was ever recieved. I have no access to the old Apple ID do to the compromise nor do I want to open it on any other technology risking those items getting compromised as well.. Upon reaching out to Apple they responded to me with a letter that Apple doesnt support written correspondence.
Company Response:
State: VA
Zip: 22405
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A