Consumer complaint received 2023-08-05
Company: GOLDMAN SACHS BANK USA
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
My Marcus Goldman Sachs GM card was formerly a GM XXXX XXXX card. In my online bill pay, it still contained the nickname " GM XXXX XXXX. '' My mistake - On XX/XX/XXXX through my Credit Union online bill pay, I inadvertently scheduled an online bill pay for XX/XX/XXXX payment of {$7800.00} to Marcus instead of XXXX  XXXX ( it processed on XX/XX/XXXX ). I did not realize it until XXXX XXXX notified me that I missed my payment. I immediately contacted Marcus at the number provided on the card. This was on XX/XX/XXXX at XXXXXXXX XXXX ( CT ). I spoke with XXXX. He informed me that he could see the credit balance on my account. I inquired as to how I could get my money back. He informed me that he would process the balance refund request. He stated that since the payment was made by paper check, I had to receive the refund by paper check ( I could not receive it electronically ). I found this odd as my credit union has an " established relationship '' with Marcus, but I accepted it. XXXX  stated that he typed in the urgency of my request as I needed the money back to make payments to XXXX XXXX as we always pay our bills in full. He stated it would take 10-12 business days to receive the refund. 

On the XXXX business day, XX/XX/XXXX, I had not received the refunded money. I contacted Marcus GM Card by Goldman Sachs again. I spoke with XXXX - I somehow ended up in the financial institution help line. He first insisted he had to offer me a sales pitch. After giving him all of my information, he said he couldn't help me, but would connect me with someone else. I hung up and called again to get to the credit card division. I spoke with XXXX. He said I could link my bank account with Marcus and then the refund would be faster than paper, but it would still take an additional XXXX to XXXX business days. I asked to speak to his supervisor. I then spoke with XXXX. I explained that the first mistake was mine, but this was now Marcus 's mistake because allegedly XXXX did not process it correctly. I explained that I needed this money to make payment to XXXX XXXX. He said there was nothing he could do except process a digital request that would still take 8-10 business days. It is now XX/XX/XXXX ; they now have been holding my money for 30 days. The first mistake was mine, but I did what was needed to correct it. I told them that it was unacceptable that it would take 8-10 additional business days to process the request again. He told me that there was nothing else that could be done. I explained that I had no guarantee that he would process the request as XXXX assured me it was processed and it wasn't. 

I informed XXXX that I would be filing a complaint with CFPB for documentation and that as soon as the money was returned, I would be closing this card. I have spent approximately three hours of my time trying to resolve this issue. 

Name on Card : XXXX XXXX

Company response to consumer: Closed with non-monetary relief