Consumer complaint received 2022-08-18
Company: GOLDMAN SACHS BANK USA
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
For many smooth years, I paid {$300.00} on the XXXX of every month to XXXX for my XXXX credit card using autopay from my credit union account. Then the process fell apart when Marcus Goldman Sachs recently bought the XXXX XXXX credit card XXXX. I carry a balance on my XXXX credit card which transferred from XXXX to Marcus in XXXX, XXXX 

Since Marcus took over, it has been a continuous nightmare because Marcus takes autopay deductions but fails to credit my account, e.g., Marcus took {$300.00} on XXXX, another {$300.00} again on XXXX, {$300.00} on XXXX, {$40.00} on XXXX and {$20.00} on XXXX. The lesser amounts are a complete mystery. 

Oddly, I did receive a {$300.00} refund on XXXX so someone at Marcus must have recognized the double autopay in XXXX was wrong but nothing else was corrected. 

Since XXXX I have called Marcus customer service but not received help. Eventually, Marcus filed a dispute to do an internal investigation which resulted in an email notifying me they were unable to locate my XXXX payments. No follow up, no offer of help. 

I restated my case at least 12 times on at least five different days to Marcus customer service reps and supervisors. My credit unions customer service rep has joined two separate hour long phone calls with me to Marcus but to no avail. One Marcus rep who couldnt take an electronic upload suggested I send my proof=checking statements via regular mail to To Whom It May Concern at their XXXX branch XXXX I even did this but no response. 

On XX/XX/2022 I filed a complaint against Marcus with the XXXX XXXX XXXX XXXX XXXX  ). This was the only way I got a response from Marcus. Mediated by XXXX, I got a partial refund from Marcus equal to interest and late fees all erroneously charged because Marcus failed to credit my payments. Marcus still owes me the {$660.00} principal which they autodebited from my checking account but did not credit to me on XXXX, XXXX, XXXX and XXXX as detailed above. To protect myself, I had to close my checking account to get the Marcus autodebits to stop!!!!!. 

The last communication from Marcus in XXXX through XXXX instructed me to file a dispute with Marcus through my credit union for the {$660.00} which I did. At that point, XXXX  emailed me : " While we regret we were unable to reach your desired resolution, the business has provided XXXX  with its position. '' Then XXXX closed the complaint! I am grateful for the XXXX  but looking for Consumer Financial Protection Bureau to finish what the XXXX could not. 

In XXXX I got voicemails from a Marcus manager who was " looking into it '' but no number to return the call! I still do not have the refund of {$660.00} or any way to know it is in process. Seriously? Marcus has no alternate expedited way to rectify their mistakes which date back to March but to use ( from my point of view ) an untraceable dispute process which leaves me waiting in the dark in XXXX?

Company response to consumer: Closed with explanation