Consumer complaint received 2023-10-27
Company: GOLDMAN SACHS BANK USA
State: GA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
XXXX XXXX XXXX Denial On XX/XX/2022 I obtained a personal loan with Marcus. I am able to access my Marcus account online with user name and password. My identity has never been questioned regarding this loan account. 

I have applied for GM Business Mastercard by Marcus on three occasions between XX/XX/XXXX and XX/XX/XXXX and received Pre-approvals $ XXXX {$19000.00} each time. They soft pulled my XXXX Score which is currently XXXX. 

Each time I applied, Marcus accessed and pre-filled my application with my existing customer information via my username ( email ) I provided on the application or by me logging in. 

However, I have been denied each time due to 'Unable To Verify Identity ' although I provided requested Driver 's ID and Certificate of Good Standing. 

Furthermore, I am already a Marcus customer and have been verified when I opened my loan account.

Here are GM Business Credit Card applications : APPLICATION XX/XX/XXXX Applied Preapproved {$18000.00} XX/XX/XXXX Marcus requested additional documentation : -Driver 's license or state-issued ID -Certificate of Good Standing XX/XX/XXXX Provided requested documents XX/XX/XXXX Application Denied. 'Unable to verify identification information ' APPLICATON XX/XX/XXXX Applied Preapproved {$19000.00} XX/XX/XXXX Marcus requested additional documentation : -Driver 's license or state-issued ID -Certificate of Good Standing XX/XX/XXXX Provided requested documents XX/XX/XXXX Application Denied : 'Unable to verify identification information ' XX/XX/XXXX Called customer service and could not provide any additional information APPLICATON XX/XX/XXXX Applied Preapproved {$19000.00} XX/XX/XXXX Requested additional documentation : XXXXDriver 's license or state-issued ID -Certificate of Good Standing XX/XX/XXXX Provided requested documents XX/XX/XXXX Application Denied : 'Unable to verify identification information ' XX/XX/XXXX Called customer service and spoke with XXXX, but could not provide any additional information APPLICATION XX/XX/XXXX Applied Preapproved {$19000.00} XX/XX/XXXX Requested additional documentation : -Driver 's license or state-issued ID -Certificate of Good Standing XX/XX/XXXX Have not provided requested documentation due to uncertainty of why they are 'Unable to verify identification information ' Though I am proud to be a Marcus customer and would like to obtain the GM Business Mastercard it is frustrating being told they are 'Unable To Verify My Identity ' though I've provided a clear legible Driver 's License that matches my existing Marcus records and a Certificate of Good Standing for my business. 

Instead of telling me exactly why they can not verify my identity or if a 3rd Party is providing verification they tell me all I can do is reapply which is not very helpful. 

I found on multiple forums such as XXXX, XXXX and XXXX that Marcus applicants are facing similar issues and not given any answer on why this is happening to existing customers. 

My application has never been escalated to manager nor my has my application been given a manual review. I would my application to undergo manual review and escalated.

Company response to consumer: Closed with explanation