Consumer complaint received 2020-11-26
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: GOLDMAN SACHS BANK USA (CA)

I have been a customer of Marcus By Goldman Sachs for over two years and currently have Savings and CD accounts with them. I recently encountered an issue caused by their malfunctioning mobile application but did not get any resolution from them up till now, even after many hours of calls/chat with their Customer Service agents since XXXX ; therefore, I am filing my complaint to address my concern on their data collection process, non-transparent usage afterwards, refusal to provide written statement on acknowledgement of the issue, and lack of timely resolution of the problem. 

Details on the progression of the issue are explained as follows : XX/XX/2020 ( late evening PST ) I logged into my Marcus mobile app. As soon as I logged in, I noticed a popup modal requesting to confirm my country of citizenship. As I was reviewing the details in the popup, it suddenly disappeared. I immediately called Marcus Customer Service to report about the issue I encountered. I found out it was outside of their service hours and made a note to call them the next day. 

XX/XX/2020 ( next day ) I called again Marcus Customer Service to report the issue. I got connected to an agent so I explained what happened the day before and asked the agent to check the information on my country of citizenship. Surprisingly, agent explained that the citizenship in their system is different now compared to what was in the system prior to XX/XX/XXXX. The agent acknowledged that this discrepancy was due to the issue I faced the prior day with the popup I received in my mobile app. I immediately requested the agent to revert back to how it was before, to reflect the correct country of citizenship, XXXX. The agent went ahead and updated as per my request and then confirmed that he made the fix in their system with the correct country of citizenship information reflected. I also requested a custom letter to be sent out to confirm that the fix was made correctly for future records. The agent mentioned it would take 7-10 business days for them to send out the letter. 


XX/XX/2020 ( 11 days passed ) I still did NOT receive any letter from Marcus on the above mentioned issue at the time. So I called Marcus Customer Service again to inquire about the status of the custom letter that was supposed to be sent out to me. The Customer Service agent said the custom letter was approved but waiting to be sent out as Marcus has two internal system and the country of citizenship fix was correctly done in one system, however, the other system was not fixed correctly yet. The agent mentioned once the technical issue is fixed on the other system that is not fixed, they will mail the letter. 


XX/XX/2020 ( 42 days passed ) I still did NOT receive any letter from Marcus. I called their Customer Service again and inquired about the status of the letter and the fix. The agent said that the technical team is still working on the problem and they dont have any ETA on when they will fix the problem. I requested the case to be escalated and requested immediate resolution. 


XX/XX/2020 ( 53 days passed ) I still did NOT receive any letter confirming they have fixed the problem. I called Marcus Customer Service again to ask the status. The Customer Service agent provided the same answer that technical team is still working on the fix and theres no ETA. I asked the agent to share details on what the impact would be for having incorrect information in one of their system. The agent declined to provide any details in written letter on how the impact will be within Marcus and to parties Marcus is sharing the information with, which I am entitled to know under XXXX as a California resident. The agent also advised not to call back anymore and they will only call back once the technical issue is resolved. 


On the day of writing this complaint, it has been 53 days and counting without any resolution nor any ETA nor a written clarifying explanation on the impact of the delayed fix on the issue for the customer, which was caused because of Marcus system failure.