Consumer complaint received 2022-11-26
Company: GOLDMAN SACHS BANK USA
State: IL
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:
This is a continuation of complaint # XXXX. 

The CFPB has incorrectly categorized this as a " Problem with a purchase shown on your statement. '' This is a problem with Marcus by Goldman Sachs ( XXXX ) erroneously canceling payments made to the account, and their failed attempts to rectify the situation. 

XXXX from the previous complaintXXXX  The original problem occurred when I stopped payment on a mailed check, as I had been advised by my XXXX  XXXX XXXX XXXX XXXX XXXX ) that the payment may have been lost in the mail. 

Once the funds were returned, I initiated a second payment via ACH. 

However, XXXX honored the ( stopped payment ) check when it did arrive and canceled the ACH payment as it was considered a duplicate payment. 

At no point did XXXX REACH OUT TO THEIR CUSTOMER to inquire as to the reason for the duplicate payment, if they had done so they would have known to accept the ACH payment, as the mailed check had been stopped. 

I had been informed that a replacement check was being mailed and that it should arrive by XX/XX/2022. 

THERE IS NO RECORD that this initial replacement check was ever mailed. 

A subsequent series of phone calls resulted in another reimbursement check being issued on XX/XX/2022 to be mailed with a delivery date no later than XX/XX/2022. 

*****ADDITIONAL INFORMATION for complaint # XXXX XXXX  received the CFPB complaint on or about XX/XX/2022. 

XXXX  read the complaint and determined that a check had been lost in the mail and on XX/XX/2022 placed a STOP PAYMENT on the newly issued reimbursement check # XXXX. 

At no point did XXXX REACH OUT TO THEIR CUSTOMER to confirm which check had been lost in the mail. ( The only reported lost check was from the initial check payment by me initiated on XX/XX/2022 a payment FROM my account TO XXXX. ) In other words, XXXX did not read/review the complaint adequately. 

In fact, I had been informed by XXXX that the expected delivery date for the newest reimbursement check was to be no later than XX/XX/2022. Why did XXXX determine the latest check was lost when it was not even due to arrive until the XXXX? 

On XX/XX/2022 I received reimbursement check # XXXX. 
On XX/XX/2022, the check was deposited into my account. 
On XX/XX/2022, I made an ACH payment to XXXX  through my XXXX  bill pay system utilizing the funds from the reimbursement check. 
On XX/XX/2022, I was informed by XXXX that the check did not clear due to a Stopped Payment, and a {$20.00} fee was assessed to my account. 
On XX/XX/2022, I transferred {$10000.00} from my XXXXXXXX XXXX Savings Account to cover the payment which had already been accepted by XXXX  to avoid further fines and fees. 

XXXX XXXX XXXX claimed to have mailed the initial reimbursement check, but it was never sent. 
XXXX  NEVER reached out to the customer to : a ) determine the nature of the duplicate payment or b ) which check was lost in the mail. 
XXXX canceled a reimbursement check two days before it was scheduled to arrive. 

XXXX did reimburse finance charges, post-dated to XX/XX/2022. 
However, XXXX has never responded to my letter dated XX/XX/2022 ( included in the initial complaint ), other than to deny a credit limit increase requested in the letter. 

Further complicating this debacle of attempted payments, I suggested as an alternative to Wire the payment to my account. Due to XXXX policy, they can not accept email from their customers ( their email only works internally ) and I was prevented from providing Wire instructions due to this internal email policy. 

This is a huge problem, as you must rely on verbal communication with their representatives, and can not provide anything in writing ( other than to mail a letter ). 

XXXX XXXX XXXX needs to reimburse the {$20.00} stop-payment fee on my XXXX  account XXXX needs to reimburse the interest lost during the period I had to use my savings to cover the payment : {$10000.00} 3 % XXXXXXXX XXXX rate ( tier 4 ) {$300.00} APR {$0.00} Daily interest {$12.00} Due ( calculated from the date of the stopped check on XX/XX/2022 through the anticipated deposit on XX/XX/2022, provided the overnighted replacement check arrives on Tuesday, XX/XX/2022 through the 5-day hold on funds through XX/XX/2022. 
XXXX should also reimburse the cost of the complaint sent via overnight delivery {$27.00}. ( This does not begin to cover the hours of time required to address these issues. ) Total out-of-pocket financial cost {$60.00}. 


XXXX XXXX XXXX never issued the initial reimbursement check, and claims they can not refund through ACH. Delayed deliveries through USPS ( via a {$0.00} stamp ) allow XXXX to charge additional interest on credit card charges. 
XXXX canceled a reimbursement check prior to its anticipated delivery date on the same day it received CFPB complaint # XXXX. Was this a coincidence, or retaliation by XXXX for filing a CFPB complaint?

Company response to consumer: Closed with monetary relief