Complaints

This profile includes complaints for The Goldman Sachs Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Goldman Sachs Group, Inc.

  200 West Street New York, NY 10282-2102

• 

  Goldman Sachs

  555 California St. San Francisco, CA 94104

• 

  Goldman, Sachs & Co.

  100 Crescent Ct STE 1000 Dallas, TX 75201-7893

• 

  Goldman Sachs Personal Financial Managerment

  1707 Langhorne Newtown Rd Ste 1 Langhorne, PA 19047-1004

• 

  Goldman Sachs & Co

  3414 Peachtree Rd NE # 600 Atlanta, GA 30326-1167

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Card because of the cash back system BUT they allow businesses to take money off your card even though you've change the virtual number and when the customer service can't answer your questions they just pass you around to multiple ********* I changed my virtual card number why are apps I never downloaded able to take money from my card.

  Business Response

  Date: 05/07/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 23, 2025. ******** appreciates the opportunity to address the concerns raised by Diamond ******* (the Customer) related to a transaction with the merchant ************** on the Apple Card account.
  
  ******** conducted an investigation and confirmed no Bank error occurred.According to the Banks records the Customer initiated a virtual card replacement on March 21, 2025. The Customer authorized a charge in the amount of $39.99 with the merchant ************** on April *******, using the virtual card. The merchant credited the account in the amount of $39.99 on April 25, 2025.
  
  ******** attempted to contact the Customer on April 23, 2025, to address the Customers concern but was unsuccessful. ******** is available 24 hours a day,7 days a week by phone at ************** or by message from the Wallet app. ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  
  In the complaint narrative, the Consumer referenced concern related to an app download through the Apple Appstore. Please contact ***** directly for any assistance related to app downloads.
  
  ******** acknowledges and appreciates the feedback provided by the Customer.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** Card owes me $200.I signed up to the Apple Card this company offers from an advertisement about a $200 Apple Cash bonus after signing up and spending $3,000.When I didn't see anything about this promotion on my Apple Wallet, I called their support to check that I would get the bonus and that this reward was attached to my account.Their support agent confirmed that it WAS applicable and I WOULD received the bonus, so I went ahead and spent over $3,000 on their card.A couple months later, I still had not received the bonus, so I called them again to ask when it would appear, and now they said this promotion was NOT attached to my account. I informed them that I had specifically called to ask, and that THEY told me I would get $200 if I spent $3,****** I'm legally owed this $200.On April 7th, my third time reaching out to them about this error, their support said they would get back to me within 48 hours. They did not. I have reached out multiple times since then, and it is now April 17th, and I have not received any updates or communication. Horrible customer service, and I'm not sure what my recourse can be. Would not recommend working with them.

  Business Response

  Date: 05/01/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 17, 2025. ******** appreciates the opportunity to address the concerns raised by **** ***** (the Customer) related to an Apple Card Daily Cash promotion.
  ******** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on February 5, 2025. On April 7, 2025, the Customer contacted the Bank to inquire about receiving the $200 in Daily Cash for spending $2,000 or more Daily Cash promotion. In order to qualify for this promotion, the Customer must open a new Apple Card account through Credit Karmas marketplace between December 17, 2024, through March 31, 2025, and spend $2,000 or more on qualifying purchases on the new Apple Card account within 90 days of account opening and would earn $200 Daily Cash.
  ******** confirmed that the Customer did not apply through the correct promotional campaign link to receive the $200 Daily Cash. As a courtesy, because the Customer met the qualification of spending $2,000, the Bank provided a statement credit in the amount of $200 on April 21, 2025. ******** sent the Customer an email detailing the outcome.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Goldman Sachs Bank USA (Apple Card) for repeated and improper handling of multiple credit card dispute claims, despite my submission of extensive evidence including a police report, hospital letters, and a written confession from the individual who committed the ********* specific case (StubHub dispute #D-********) involved repeated crediting and reversing of the disputed charge with no clear resolution, no transparency about the evidence Goldman Sachs relied on, and a boilerplate explanation stating the charge was "authorized" even after I confirmed under oath that I did not make the transaction and provided proof of my physical inability to do so.I was a victim of domestic and financial abuse during this period. My personal information was used without my knowledge or consent. I filed a police report and submitted proof of pregnancy and hospital stays. Instead of protecting me, Goldman Sachs closed my account without notice and reinstated all disputed charges, worsening my financial harm and emotional stress.This violates the Fair Credit Billing Act and Regulation E, which both require fair investigations and limit liability for unauthorized transactions. It also breaches California Civil Code Section ****** and Penal Code ***** regarding identity theft and consumer protection.I have asked Goldman Sachs for:A final written explanation of all charge reversals Reopening and resolving all disputed charges Restoring access to my account statements A single channel for submitting evidence This has been ongoing for over a year, and my concerns continue to be ignored. Im asking the **** to hold Goldman Sachs accountable for violating my rights under federal law and for failing to act in good faith during this process.

  Business Response

  Date: 05/01/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 17, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ****** (the Customer) related to 84 transaction disputes with various merchants totaling the amount of $19,860.17.
  ******** confirmed the account was booked on October 15, 2024. The account is currently under review. ******** requires additional time to complete the investigation. ******** will send the Consumer a communication with the outcome once the review is completed. The Consumer should contact the Bank directly with any questions at ************** or by message from the Wallet app. Bank representatives are available 24 hours a day, 7 days a week.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/16/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing to express my concern about questionable charges on my Apple Credit Card account. Despite multiple attempts to resolve this issue through your customer support, I've been unable to get clear answers to my questions.The process has been frustrating, with repetitive explanations and multiple transfers between agents. Each time I've called, I've had to re-identify myself and re-explain my issue, only to be transferred to another agent who then asks me to start the process all over again. This cycle of repetition and transfer has happened multiple times, leaving me feeling like that my questions are so difficult to answer that required a special *********** a customer, I expect a more streamlined and efficient experience when trying to resolve issues with my account. Unfortunately, my experiences with your customer support team have fallen short of this expectation. The lack of clear answers and the repetitive process have eroded my confidence in the support system, leading me to seek alternative avenues for resolution.That's why I've decided to reach out to the Better Business Bureau (BBB) in hopes of getting a more satisfactory response for this issue and the possible questions in the future and possible not only for me but also for other customers in my shoes. I kindly request that a knowledgeable representative contact me to explain the charges on my statements from this year Sincerely,***** ******* **********

  Business Response

  Date: 05/08/2025

  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 24, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the Customer) related to payments made on the ****************************** conducted an investigation and confirmed an inadvertent communication error occurred. The Customer contacted the Bank on March 7, 2025, and April 29, 2025 requesting clarity on the transaction posted to the account on February 28, 2025, in the amount of $2.48. The Bank conducted a review of interactions and determined the Customer was not provided clarity on the transaction details. The Bank contacted the Customer on May 8, 2025, to address the concerns. The Bank regrets the frustrations the Customer experienced. The Bank acknowledges and appreciates the feedback provided by the Customer.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. During my conversation with company representative ****, I expressed concern that unclear credit card statements might lead to similar complaints from customers. **** kindly promised to escalate this issue to explore possible changes in statement presentation. I believe this would save time for both the company and customers in the future.
  I'd like to thank **** for his persistence in clarifying the issue I complained about.
  Sincerely,
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: ***** CARD/GS BANK *** Account #: ****************Balance: $1,619.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 04/30/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 16, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ****** (the Customer) related to debt validation and credit reporting for the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on April 12, 2022. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  ******** confirmed the account was reported accurately to the **************************** The account charged off on November 30, 2024, as a result of the Customer failing to make a payment to satisfy at least the minimum amount due by May 31, 2024. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. ******** is obligated to report accurately to ************************* and is unable to update or remove the inquiry or trade line from the Customers credit reporting.
  ******** sent the Customer documents on April 24, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 12 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the account and the balance of $1,619.29. ******** is unable to opt the Customer out of credit reporting. The Apple Card Privacy Policy was provided at the time of account opening and the Customer may view it in the Wallet app or by accessing ****************************************************************************************. ******** is unable to provide the Customer with compensation.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: ********* ******************** 10/01/2024 $13,587.00 Account #: ******************** Balance: $13,587.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 04/30/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 16, 2025. ******** appreciates the opportunity to address the concerns raised by Yauman Kirana (the Consumer) related to debt validation and credit reporting for the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on April 12, 2022. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  ******** confirmed the account was reported accurately to the **************************** The account charged off on November 30, 2024, as a result of the Customer failing to make a payment to satisfy at least the minimum amount due by May 31, 2024. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. ******** is obligated to report accurately to ************************* and is unable to update or remove the inquiry or trade line from the Customers credit reporting. ******** is unable to opt the Customer out of credit reporting.
  ******** sent the Customer documents on April 24, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the account and the balance of $1,619.29.
  In the complaint narrative, the Customer referenced concern related to an account with *********. The Customer should contact ********* directly for further assistance.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: ***** CARD/GS BANK *** Account #: ****************Balance: $1,619.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 04/30/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 16, 2025. ******** appreciates the opportunity to address the concerns raised by Yauman Kirana (the Customer) related to debt validation and credit reporting for the ****************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on April 12, 2022. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  
  ******** confirmed the account was reported accurately to the **************************** The account charged off on November 30, 2024, as a result of the Customer failing to make a payment to satisfy at least the minimum amount due by May 31, 2024. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. ******** is obligated to report accurately to ************************* and is unable to update or remove the inquiry or trade line from the Customers credit reporting.
  
  ******** sent the Customer documents on April 24, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the account and the balance of $1,619.29. ******** is unable to opt the Customer out of credit reporting. The Apple Card Privacy Policy was provided at the time of account opening and the Customer may view it in the Wallet app or by accessing ****************************************************************************************. ******** is unable to provide the Customer with compensation.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accidentally made a IN FULL payment from the wrong account, it wouldnt let me cancel it due to realizing a few hours later. Upon going back to re make the payment, I have a notification stating THE COMPANY closed my account! Why? Because I ACCIDENTALLY used the wrong account. NOW they want me to continue to make payments while THEY continue to steal interest fees so its not easy to make said payments and NEVER contacted me to even say anything about fixing the issue. They closed my account before I even got the notification! I pay the $35, it goes back to $1,000. 2 days later its BACK to $1,035! NEVER even able to pay this because they refuse to assit but gave me the option BEFORE to waive interest as long as I can pay it fully.

  Business Response

  Date: 04/30/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 16, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** **** (the Customer) related to an account closure, interest accessed, and credit reporting for the ****************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on October 18, 2021. As part of the Banks review process, the Bank identified red flags related to the Customers account. Based on an investigation, and in accordance with the Apple Card Customer Agreement, the Bank closed the account and sent the Customer an email informing of the account closure on February 24, 2025. The Bank is unable to provide additional information related to the investigation. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. The **** confirmed the account was reported current as of April 28, 2025. The Bank confirmed the reporting was accurate as of the last furnishing. The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for *************** Reporting reminders to the email address on file. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  
  The Customer agreed to receive statements electronically when the offer for the Apple Card was accepted. The **** provides Apple Card monthly statements electronically which are available in the Wallet app or on ************** at the beginning of each month. To avoid being charged interest, customers must pay the monthly balance in full every month on or before the due date. If the monthly balance is not paid by the due date, interest begins to accrue. Interest is charged on the unpaid portion of the monthly balance and begins to accrue on new purchases until the monthly balance is paid in full. Any accrued interest will appear on the Customers next statement and in the wallet under latest Card transactions. When interest charges are assessed after the monthly balance is paid in full, it is because the Customer paid the prior monthly balance after the due date. Paying the monthly balance stops additional interest from accruing. However, since the Customer did not pay the January 2025, February 2025, and March 2025 monthly balances in full, and as a result, the account was assessed interest on the balance in the amount of $23.36 on January 31, 2025, $21.01 on February 28, 2025, and $22.77 on March 31, 2025. The Bank is unable to reverse the accrued interest charges. The Customer is responsible for the remaining balance of $1,033.42 provided in the latest statement from March 31, 2025.
  
  The Customers complaint narrative also mentions concern of not being able to make a payment for the Apple Card. The Bank accepts payments made via ***, check, bill pay or ***** Cash. The Customer may refer to the Making Payments section of the Apple Card Customer Agreement for additional details. Additionally, the Customer may contact the Bank to make payments over the phone. The Bank is available 24 hours a day, 7 days a week by phone at ************** or by message from the Wallet app.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my formal request to address and resolve the unauthorized accounts that are currently listed on my credit report. These inaccurate entries have significantly impacted my FICO score, leading to a noticeable decline that has caused challenges in maintaining my financial standing. I am reaching out to your office with great urgency and respectfully requesting your assistance in rectifying this ********* BANK USA ACCOUNT no.: ************ DATE OPEN: 08/01/2023 BALANCE: $1,063.00

  Business Response

  Date: 04/29/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 15, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ******** (the Customer) related to an Apple Card opened without authorization.
  ******** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on August 3, 2023. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The account was charged off on July 31, 2024, as a result of the Customer failing to make a payment to satisfy the minimum amount due by January 31, 2024. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The **** confirmed the account was reported accurately to the ************************** ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  Based on the Banks investigation, the Bank determined the Customer is liable for the account. ******** is unable to provide additional information related to the investigation. The Customer is liable for the balance on the account in the amount of $1,063.27.
  ******** will cease all collection communication with the Customer except those legally required or requested by the Customer.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After being laid off I put my severance and 401k funds in 4 different 6 month certificate of deposit accounts with ****** **********************. When they reached maturity in December 2024, *** locked down my account and would not provide any explanation or estimated date to return my money to the funding account. After calling repeatedly and sending a certified letter I was told in March 2025 that the security issue was resolved, I can login online, and that my funds would be returned to me within a week, and to call back if the funds did not appear by the following Thursday. Since them I have called and called, and only got one CD account closed and funds received in the month of March. Now, halfway through April and over 4 months after the maturity date of the remaining 3 CD accounts, I cannot get an answer on when they will honor their agreement. **************** repeatedly tells me that the accounts are "in the process of closing." While the customer service **** are courteous and I appreciate that, they are powerless to help anyone. They schedule "call backs" from supervisors that never occur. I kept these funds out of the stock market because I need them. ***' dishonest business practices are causing a real financial hardship for me and my family. Please help me get them to honor our agreement and return the funds I should have received in December 2024, over a quarter of a year ago.

  Business Response

  Date: 05/13/2025

  BBB Response ******
  ID ********
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 29, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ****** (the "Customer) related to the closure of their Certificate of Deposits (CD).
  On June 18, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customers profile, and attempted unsuccessfully to contact the Customer to address the concerns. Consequently, the Bank restricted the Customers accounts until the security concerns could be resolved. Due to the identified security concerns, the Bank could not close the Customers CDs upon maturity until the security concerns could be resolved.
  On December 29, 2024, the Customer contacted the Bank regarding their CDs and a Bank specialist informed the Customer that the Bank had made a business decision to close the Customers CDs. Between December 30, 2024 and February 14, 2025, the Customer contacted the Bank regarding the status of their CDs, however, the Customers account remained under review due to the outstanding security concerns.
  After further review, on March ******, the Bank determined the decision to close the CDs had been made in error.On March 11, 2025, the Customer contacted the Bank and the Bank specialist successfully authenticated the Customer. During this call, the Customer requested to close one of the four CDs (account ending in ****) with funds transferring to an external account, and the Bank specialist assisted the Customer with the closure. However, the Bank specialist did not assist the Customer in closing the remaining CDs. Consequently, the Bank experienced a delay in closing the Customers remaining CDs (accounts ending in ***** ****, and ****).
  On April 29, 2025, the Customer contacted the Bank and requested to close their remaining CDs with funds transferring to an external account. On April 30, 2025 and May 5, 2025, the Bank successfully processed the Customers request.
  Based on the above details, the Bank kindly requests this complaint to be closed.