Consumer complaint received 2024-01-09 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: GOLDMAN SACHS BANK USA
State: NC

Complaint narrative:
I am writing to formally complain about the handling of my personal loan by Marcus by Goldman Sachs, specifically regarding its recent transfer to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) without adequate communication or explanation. 

Incident Description : On XX/XX/2023, I was unexpectedly informed via email ( from XXXX  ) that my personal loan with Goldman Sachs ( account ending in XXXX ) had been transferred to XXXX. This abrupt transition was executed without any prior notification, detailed explanation, final statement, or information about the status of my account before the transfer. As a customer who chose Goldman Sachs for its reputation, this lack of transparency and communication is deeply concerning and unacceptable. 

Issues Needing Immediate Address : Despite repeated attempts to contact Goldman Sachs for clarification, I have been consistently redirected to XXXX without any direct resolution. I require immediate and detailed answers to the following questions : - Payment History : A full history of my payments to Marcus by Goldman Sachs. 
- Account Balance : The latest account balance before the transfer to XXXX. 
- Interest Adjustment Inquiry : Clarification on the interest adjustment of - {$150.00} observed in my account with XXXX. I need to know whether this represents an increase or decrease in my interest. 
- Deferred Payment Program : An explanation of the status of the deferred payment reward program. Historically, after every 12 on-time payments, I was eligible for a deferred payment a key factor in my decision to stay with Marcus by Goldman Sachs . I need to understand the implications of this transition on my rewards. 
- Loan Payment Projection : An accurate projection of my loan payments with XXXX, ensuring that I am not subject to increased charges. 
- Interest Rate Confirmation : The exact interest rate that XXXX will apply to my loan going forward. 
- Apply a credit adjustment to the new XXXX account due to the losing ability of the on-time reward program. 

UDAAP Violation Concerns : The lack of communication and proper handling of this transition by Marcus by Goldman Sachs and XXXX constitutes potential violations under the Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ). As a result of this experience, I have lost trust in Marcus by Goldman Sachs and have moved my savings to another bank. 

Request for CFPB Intervention : I urgently request the CFPBs intervention to obtain detailed clarifications on the aforementioned issues. It is important that consumers are treated fairly and transparently, especially in matters involving significant financial commitments like personal loans.

Concerns Regarding Wider Implications for Consumers : Furthermore, I wish to express my deep concern regarding the broader implications of Goldman Sachs ' actions in abruptly unloading loans to third parties. This practice, particularly as it affects customers like myself who have maintained a flawless payment record, raises alarming questions about the financial stability and operational integrity of Goldman Sachs. Such actions not only undermine customer trust but also potentially signal financial distress within the institution. It is crucial for the CFPB and the general public to be aware of these practices, as they could be indicative of larger issues within Goldman Sachs that may affect numerous consumers. This situation warrants a thorough investigation, as it could pose significant risks to the financial well-being of many individuals who have entrusted Goldman Sachs with their financial needs.

Thank you for your attention to this serious matter. I look forward to your prompt and thorough response.

Company response to consumer: Closed with explanation