Consumer complaint received 2025-03-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
To : Chairman, President, CEO, COO Copy : CFPB Re : Complaints of inadequacy, incompetency and unfairness I am a holder of a XXXX XXXX Credit Card administered through Marcus : Goldman Sachs. I have many complaints and I will list them succinctly. 
You opened my credit card with my personal information and to setup online interactions, you use 2 factor authentication via my cell phone, which is verified on my credit report. 
You routinely deny charges from legitimate companies, namely XXXX XXXX, without reason. 
You send me fraud alerts via text and ask if I attempted to make a purchase, and I text back and you acknowledge. But then you still dont let the purchase go through after saying you will allow it. After I call, you said that, My phone number doesnt show up in a system and I should call my carrier to ask for it to be listed. Yet it is the same number that you text and you used to set up the account and that you use for 2FA and that you had to verify on my credit report to open the line of credit.

You made me get some letter notarized about my identity before you would take my calls seriously. 
You hold my payments for 14 days claiming its a newer account, or larger payments or this or that, but no real reason. You dont accept wire transfers. You just hold my funds hostage but dont pay me interest. 
I routinely use more than my XXXX credit limit, it is extremely hard to manage, but with you holding my payments for 14 days, I often have no balance, but can not use the card. 
I call, you open cases, but nothing happens after them. 
You do not have email where any one can send anything, not even a general complaint or information or feedback button, nothing? That sounds like you arent open to helping, you just want to hold money, charge interest and thats it. 
Your website does not accurately reflect my actual charges. When I call, I am told, This has happened before and we are aware of it. We will log your complaint. I was also told, Why dont you just look at your statement? The reason XXXX cant look at my statement is because I charge more than the entire credit line in less than the billing cycle. I would like to pay off the card and keep using it, but in order to do that, I have to use the running ledger ( because no statement exists yet ) to enter the expenses and pay the balance down or off. But again, you hold my payment for 2 weeks, so it becomes incredibly hard.

It is absolutely astounding that a credit card company can not have their website reflect the actual charges on the account on the customer facing side, but they are correct on the internal system. It is also beyond my comprehension that I can not show you this because you have no means of seeing it ( no email, no upload, no feedback button, NOTHING ), other than mail! 
I have included my entire months activity from XX/XX/XXXX through XX/XX/XXXX. You will see a few things : o First, although starting with a {$0.00} balance, I was over my spending limit by XX/XX/XXXX. 
o Second, I made several payments before XX/XX/XXXX, but on XX/XX/XXXX, I made a {$37000.00} payment which you held for 10+ days. 
o Because of this, you denied XXXX  XXXX dollars in additional purchases causing me to lose out on my rewards, and also causing additional stress on my bookkeeping. 
o During this time, your company showed XXXX XXXX charges on the consumer facing site. I called to inquire, and you stated that there was only 1 on the internal side. I dont know if you system counts those fantom charges against my available credit line potentially. Nobody knows, because you dont want to know. Youre aware of it, but dont care to fix it.

o I am trying to reconcile my books so I can may multiple payments throughout the month, so I can continue to use the card, but the numbers will never match because I dont know what transactions are duplicate, triplicate or in last weeks case, quintuplicate!

o Today I called about the FedEx charges showing in triplicate.

Your company has no business selling financial services if you can not perform the simplest of tasks such as tracking and accurately reporting purchases. Also, holding ACH payments which can easily be traced as settled is a scumbag maneuver. While it may be legal, it is slimy, especially if you dont give customers another way to make a payment such as a wire transfer. Also, having NO means of communicating other than phone or mail is very XXXX of you. I imagine all of these factors went into you losing the XXXX lending partnership, and rightfully so. Hopefully my posts on XXXX contributed to your demise.

Company response to consumer: Closed with explanation