Complaints

This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Marcus by Goldman Sachs has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Marcus by Goldman Sachs

  11850 S Election Rd Draper, UT 84020-6887

  
• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  
• 

  Marcus by Goldman Sachs

  PO Box 1978 Cranberry Twp, PA 16066-0978

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed a CD (ending in ****) due to financial hardship on September 26th and on the 29th, I called Marcus to see about possibly getting a hardship penalty waiver since the penalty fee was $106. I was told at that time that this could have been done if I had called in to close the CD and mention it then but apparently a few days later and no one there can simply credit my account even though the financial hardship is the same. I also chatted with customer service just prior to closing this CD and specifically asked if I could have a hardship waiver on the CD penalty and was told that was not an option. There is no mention of being able to close a CD and have the early penalty waived for hardship by calling in, it states that nowhere on the website, it does not state that anywhere when I closed it on the website and it seems very deceptive to basically hide this option from customers. If Goldman Sachs values me so little as a customer after having my accounts there for five years that refunding this penalty fee after just a few days can’t be done then I will be happy to move my funds over to another bank with better customer service with comparable rates for CDs and savings so there is no need to keep my money with Marcus in the future.
  
  This particular CD was only open for a few weeks, and I have a good amount of funds still held in this bank. I was unable to call when I closed it online due to being out of town (the times I have called, I have been on hold for a lengthy amount of time and it takes much longer than just going on the website), and it was right before the weekend when the bank is closed, so I called on Monday morning. At the time I opened the CD I was not expecting the hardship and my work hours to be cut so drastically on top of that, so I was forced to close it to cover some unanticipated expenses, having to pay $106 to access my own money is a rather ridiculous and very expensive fee.

  Business Response

  Date: 10/01/2025

  Marcus by Goldman Sachs, a brand
  of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint
  via the Better Business Bureau Complaint Portal on September 29, 2025. The Bank
  appreciates the opportunity to address the concerns raised by ******* *******
  (the "Customer”) related to an Early withdrawal Penalty (“EWP”) assessed
  on their Certificate of Deposit (“CD”).
  On May 10, 2025, the Customer
  opened a 14-month CD (account ending in ****), which the Customer funded on May
  18, 2025. On September 25, 2025, the Customer accessed the Bank's online portal
  and closed their CD prior to its maturity date. As a result, the Bank charged
  an EWP.
  On September 29, 2025, the
  Customer contacted the Bank requesting that the EWP be refunded and a Bank
  specialist erroneously advised an EWP waiver may have been available. However,
  in accordance with the Bank’s Deposit Account Agreement, CD accounts incur an EWP
  if a customer closes the CD prior to the maturity date. Unfortunately, the Bank
  is unable to accommodate the Customer’s request to refund their EWP.
  Based on the above details, the Bank kindly requests this
  complaint to be closed.

  Customer Answer

  Date: 10/01/2025

  
  
  Complaint: 23948178
  
  
  
  I am rejecting this response because it does not satisfy my complaint at all and this bank holds no accountability to the misinformation it provided me. I will be closing my accounts and moving all my funds to another bank once these CDs mature even though I have been here for six years. This bank is worth millions and can’t refund a measly $100 for financial hardship for a long term customer. Greed is clearly this bank’s bottom line and I will gladly move my money elsewhere. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2025, I opened a few CDs with Marcus.
  
  Marcus locked my account in May/June 2025. When I called them, they said that I had to close all my CDs and open new CDs, or I could just close the CDs and transfer the money to other institutions without penalty. I decided to close my CDs and open new CDs with them. However, they penalized me when the new CDs were opened. After spending a total of about 15 hours on the phone with them to close CDs, open new CDs and get reimbursement for the penalty they have charged me($42.47), which they shouldn’t have and promised many times that they would reimburse me, the new CDs were opened, but they still haven’t reimbursed me for the penalty to date. I also asked many times for a compensation for all the time spent and stress from dealing with this issue. The people I spoke to always said that they would bring up the issue to someone above them, but they never gave me any compensations.
  
  About 10 days ago, my account was locked again. After spending hours on the phone with them again to resolve the issue, they said that I have to close all my CDs again and open new ones. I told them that I have never received the reimbursement for the penalty from months ago. I told them that I didn't have the time to spend 15 more hours to close and open CDs like last time. Today, after spending half an hour on the phone with them, they hung up on me.
  
  I don't know what is happening to my accounts.
  
  I want my reimbursement of $42.47. I want to be able to access my accounts without spending 15 more hours to close and open accounts and deal with the problems arising from them. I want a confirmation that my funds are intact and not at risk.

  Business Response

  Date: 09/24/2025

  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Better Business Bureau Complaint Portal on September
  17, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ***** ** (the "Customer”) related to their Certificate of Deposits (“CD”).
  On April
  11, 2025, the Bank identified security concerns regarding the Customer’s profile
  and contacted the Customer. During the call, the Customer informed the Bank
  specialist the activity on their account was unauthorized. As a result, the
  Bank attempted to assist the Customer with securing their profile; however, the
  Customer disconnected from the call. Between May 16, 2025 and June 16, 2025,
  the Bank assisted the Customer with securing their profile by closing the existing
  compromised CDs, opening new CDs, and transferring the balances to new CDs.
  On July
  15, 2025, the Customer contacted the Bank regarding a penalty incurred in
  closing one of the compromised CDs (account ending in 0242). Unfortunately, the
  Bank experienced a delay in reviewing the Customer’s concerns. After further
  review, the Bank determined the penalty had been applied in error.
  On September
  5, 2025, September 22, 2025 and September 23, 2025, the Bank attempted
  unsuccessfully to contact the Customer to assist with reimbursing the penalty. On
  September 24, 2025, the Customer returned the Bank’s call attempts and authorized
  the reimbursement to their account. Currently, the Bank is in the process of
  crediting the account for reimbursement.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Marcus by Goldman Sachs regarding the handling of my account access. I recently attempted to open a new savings account and was informed by the system that I already had an existing account. The issue is that I cannot recall whether I registered with a personal email or a business email/phone number. Despite this being a simple authentication matter, every representative I spoke with was unable to help me verify or regain access.
  
  Instead of providing a professional solution, multiple representatives attempted to push me into filing fraud reports with the FTC, as if my legitimate account was somehow fraudulent. This is unacceptable. As a customer, I expected competent assistance in recovering my access, yet the staff demonstrated a lack of basic problem-solving skills, training, or willingness to escalate to higher-level support.
  
  The level of unprofessionalism and incompetence I experienced is alarming, especially given Goldman Sachs’ reputation. I repeatedly explained that I am ****** ****** ******* owner of *************** ***, and simply needed my account located and authenticated through reasonable means. Instead, the employees made the situation more complicated and wasted my time.
  
  My question to corporate is clear: Why are your employees unable to use proper authentication tools or escalate such cases appropriately, and why is the default response to treat valid customers as fraud risks? This failure creates unnecessary stress, denies me access to my own funds, and reflects poorly on Marcus by Goldman Sachs’ customer service standards.
  
  I demand that corporate intervene directly, properly authenticate me, and restore access to my account without further delay. I also request corrective action in employee training to prevent other customers from facing this same unprofessional treatment.
  You can call me at **********

  Business Response

  Date: 09/22/2025

  BBB Response ******
  ID 23891416
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau Complaint Portal on September 16, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the “Customer”) related to their application experience.
  On June 27, 2023, an individual opened an Online Savings Account (“OSA”) utilizing the Customer’s information. On October 21, 2024, the Customer contacted the Bank with concerns pertaining to the OSA and informed the Bank specialist that the account had been opened without the proper authorization. Subsequently, the Bank opened an investigation into the Customer’s concerns and restricted the OSA. On October 31, 2024, the Bank completed its investigation and closed the OSA. From November 2024 to August 2025, the Customer did not contact the Bank.
  On September 11, 2025, the Customer attempted to submit an application; however, the Bank identified security concerns and could not process the application as expected. After further review, on September 17, 2025, the Bank resolved the security concerns and contacted the Customer to advise a new application could be submitted. Later that same day, the Customer submitted an application, and the Bank successfully opened a new OSA as requested.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at a hotel that put a hold on incidentals of $150. When I left the hotel on Sunday they removed the hold. Mosthotel holds last two days so when I contacted Goldman Sachs who holds my Apple credit card they told me to please wait three days because it appears that the hold was for three days. Three days came and went. I contacted the hotel and was told that they removed the hold the previous Sunday and that the hold was there because the bank wasn’t releasingit. So I contacted the bank and they told me that the hotel is holding it. I asked for the call to be escalated only get a manager to then tell me oh the hold can go from 5 to 7 days. I asked to speak to somebody else because I wanted to hold removed because they were giving me misinformation and now I’m sitting at a the hold is still there with no explanation whatsoever. I want this company held responsible for acting in bad faith and I requested to receive information on how to contact the and they hung up on me. No company I don’t care who they are has a right to treat customers this way. I want them held accountable. I am still waiting for that hold on that $150 to be removed.

  Business Response

  Date: 09/18/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on September 12, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the “Customer”) related to a pending transaction with merchant EVEN HOTEL I the amount of $150.00.

  
  The Bank conducted an investigation and confirmed no bank error occurred. The Customer’s concern references a pending transaction from the merchant Even Hotel in the amount of $150.00. According to the Bank’s records, the Customer authorized the transaction with the merchant on September 7, 2025. The Bank confirmed the pending authorization in the amount of $150.00 released from the available credit on September 15, 2025. The Bank confirmed that as of September 15, 2025, the Customer’s available credit is $30,000.00. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. The Bank acknowledges and appreciates the feedback provided by the Customer.
  

  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:09/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* ****** *****, and I am submitting this written statement regarding a dispute over funds in my Marcus by Goldman Sachs savings account.
  
  I opened a Marcus savings account online (account number: ************). My spouse transferred a total of $10,010 to my account from his Chase checking account ending in ****. The transfer was completed in three transactions, and the funds successfully appeared in my Marcus savings account.
  
  Following this, I requested a transfer of $10,005 from my Marcus account to my own Webull account. Shortly after this request, my Marcus account was locked, and on August 14th, it was closed by Marcus.
  
  Since then, I have made multiple attempts to contact Marcus customer service by phone, but I have not received any resolution. I also have not received a check for the remaining funds after the account closure, and the funds have not been returned to the original sending account.
  
  I am requesting that this matter be resolved promptly and that my funds be returned without further delay.
  
  Sincerely,
  ******* ****** *****

  Business Response

  Date: 09/16/2025

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA
  (the “Bank”), received the above-referenced complaint via the Better Business
  Bureau Complaint Portal on September 10, 2025. The Bank appreciates the
  opportunity to address the concerns raised by ******* ****** ***** (the “Customer”) related to their Online Savings Account (“OSA”).  
  On July 28, 2025, and July 29, 2025, the
  Bank received multiple incoming transfers from an external account to the
  Customer’s OSA. Separately, on July 31, 2025, the Bank received a withdrawal request
  from the Customer’s OSA to an external account. During the transfer processing
  review, the Bank identified security concerns regarding the transaction and declined
  the transfer. Consequently, the Bank restricted the OSA.
  On August 1, 2025, the Customer contacted
  the Bank regarding their account access, but the security concerns remained. Due
  to the ongoing security concerns affiliated with the Customer’s account, on
  August 12, 2025, the Bank closed the Customer’s OSA.
  On September 8, 2025, the Customer contacted
  the Bank regarding the closure of their account and a Bank specialist opened an
  investigation into the Customer’s concerns. After further review, the Bank
  determined that the closure of the OSA had been erroneous. Subsequently, the
  Bank re-opened the OSA and credited the account with the funds and appropriate
  interest.
  On September 16, 2025, the Customer initiated
  an outgoing transfer from their OSA to an external account. Currently the Bank
  is in the process of completing the Customer’s request.
  Based on the above
  details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No reason locking my account, and contact several times but no solution.

  Business Response

  Date: 09/12/2025

  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Better Business Bureau Complaint Portal on September
  5, 2025. The Bank appreciates the opportunity to address the concerns raised by
  ****** **** (the "Customer”) related to accessing the funds in their
  online banking profile.
  On May 13,
  2025, the Bank conducted an account maintenance review, identified
  security concerns, and sent a notification to the Customer’s email to address
  the concerns. Subsequently, the Bank restricted the Customer’s online banking
  accounts until the security concerns could be resolved.
  On May 14, 2025, the Customer
  contacted the Bank regarding their online account access; however, the Bank
  could not successfully verify the Customer. As an alternative verification
  method, the Bank requested the Customer to complete an Affidavit of Identity
  (“AOI”) which the Bank mailed on May 26, 2025.
  After further review of the
  Customer’s profile, on September 5, 2025, the Bank made an exception to resolve
  the security concerns without the use of an AOI. Subsequently, the Bank
  restored the Customer’s online banking access.
  Due to the experience, the Bank will
  provide the Customer with a credit to their Online Savings Account as a token
  of goodwill in the next five business days.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 09/15/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23842737, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:09/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with GS BANK USA, I do not
  have a contract with GS BANK USA, they did not provide me with the original contract as i requested

  Business Response

  Date: 09/11/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on September 04, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the “Customer”) related to an Apple Card opened without authorization and Credit reporting for the Apple Card.
  
  The Bank conducted an investigation and confirmed no bank error occurred. Based on the Bank’s investigation, the Bank determined the Customer is liable for the account. The Bank confirmed the account was reported accurately to the Credit Reporting Agencies. According to the Bank’s records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on August 26, 2021. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the Credit Reporting Agencies, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The Bank is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account. The Bank confirmed the account was closed and charged off as of March 31, 2023 as a result of the Customer failing to make a payment to satisfy the amount due by September 30, 2022. The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for Credit Bureau Reporting reminders to the email address provided by the Customer. The Customer is liable for the balance on the account in the amount of $566.73. The Bank is obligated to report accurately to Credit Reporting Agencies and is unable to update the Customer’s credit reporting.
  
  The Bank does not have prior record of the Customer requesting documents validating the account. The Customer is welcome to contact the Bank to request documentation validating the account and debt if needed. The Bank is available by phone at ************** or by message from the Wallet app. The Bank is available 24 hours a day, 7 days a week.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  

• Initial Complaint

  Date:09/02/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8-24-25: I opened High Yield Savings account.
  
  8-26-25: I added an external bank account & thru Marcus Goldman Sachs I requested a transfer of $150,000 to b e deposited to my new savings account from Bank Of America using my BOA account # & wire transfer routing #.
  
  8-29-25: I checked to verify the transfer was successful & saw Marcus Goldman Sachs had reversed the transaction & I received an email from Marcus Goldman Sachs advising me the transfer was not successful.Multiple calls to Marcus Goldman Sachs & to BOA lead to the conclusion that instead of a 'wire transfer routing #, Marcus needed the ACH routing # instead. I corrected the routing # while online with a Marcus agent who was doing 'screen sharing' and walking me thru the process and when the correction was made I then ,thru Marcus, performed a transfer request @ apx 3:30pm 8-29-25. At 11:51pm on 8-29-25 I received an email from Marcus informing me the transfer of funds request was unsuccessful due to a problem with my external back which is BOA and they (Marcus) were deleting the link to my external account ( BOA).
  
  8-30-25: Since I was advised by Marcus my transfer request(s) had ot been successful, I contacted BOA & made a transfer request from BOA to Marcus for $150,000 to be withdrawn from my BOA account and deposited into my Marcus savings account. Since my request thru BOA was made on 8-30-25 a Saturday and a holiday weekend, I was advised the transaction would take place on Tuesday 9-2-25.
  
  9-2-25: I received a notice from my BOA account that I was overdrawn due to the transfer request from both Marcus & BOA processing.This was the result of Marcus successfully processing a transfer for the $150,000 when they had advised me it was not a successful transfer which lead me to make a request from BOA to handle the transfer.
  I'm facing insufficient funds costs & embarrassment due to this error from Marcus.Multiple calls to Marcus have been fruitless & 1 agent was extremely argumentative with me.

  Business Response

  Date: 09/08/2025

  BBB Response ********
  ID 23829765
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau Complaint Portal on September 2, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******** (the “Customer”) related to a transfer to their Online Savings Account (“OSA”).
  On August 26, 2025, the Customer initiated an incoming transfer request from a linked account to their OSA; however, the external institution reversed the transfer. On August 29, 2025, the Customer contacted the Bank regarding the status of their transfer and a Bank specialist advised the Customer of the reversal. On the call, the Customer updated the account information affiliated to their linked account and re-initiated the transfer.
  On September 2, 2025, the Customer contacted the Bank requesting to stop the transfer previously made. The following day, the Bank successfully processed the stop payment, and the funds reversed to the external account.
  Due to the experience, the Bank will be providing the Customer with a credit to their account as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug.26th
  $50 was taken from my citi bank checking account via ACH electronic debit. this was unauthorized.
  I had an account with Goldman Sachs in 2017 and closed the account. This New Account which I did not open is tied to the old account .They denied any wrongdoing. I think they were hacked and don't want to admit it .
  They told me that $50 was to small of amount for them to process paper work for the refund. Told me to go through my checking account bank and have them dispute it. My bank said if i go through them they would need to close the account number.
  They refused to transfer me to a higher authority,said it couldn't be done.
  I want the money back and an explanation as to how it happened.

  Business Response

  Date: 09/05/2025

  Marcus by Goldman Sachs, a brand of Goldman Sachs
  Bank USA (the “Bank”), received the above referenced complaint via the Better
  Business Bureau Complaint Portal on August 30, 2025. The Bank appreciates the
  opportunity to address the concerns of ***** ********** (the “Consumer”)
  related to the unauthorized opening of an Online Savings Account (“OSA”).
  On August 25, 2025, an individual opened an OSA utilizing
  the Consumer’s information. In addition, the OSA was funded from an external
  account.
  On August 27, 2025, the Consumer contacted the Bank
  with concerns pertaining to the OSA and  informed the Bank specialist that the account
  had been opened and funded without the proper authorization. Subsequently, the
  Bank opened an investigation into the Consumer’s concerns and restricted the
  OSA.
  On September 5, 2025, the Bank contacted the Consumer
  to assist in returning the funds from the OSA to the Consumer’s external
  account. Subsequently the Bank successfully processed the Consumer’s request
  and transferred the funds to their external account. In addition, the Bank closed
  the OSA.
  Based on the above details, the Bank kindly requests
  that this complaint to be closed.

• Initial Complaint

  Date:08/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary: I submitted a request to ***** regarding a charge processed through ***** Pay for a service I never used. I purchased a flight with **************** for a flight to ***********, ****** on April 25, 2025. I showed up to the flight and was denied boarding and told to get on tomorrow's flight or get a refund. I provided comprehensive evidence that I was ready to board the flight and was denied the flight due to the airlines computer system being shut down at the time of my arrival. The airline agent informed me that I could call the airline to request a refund. However, the merchant refused to issue a refund but acknowledged that the service was never rendered. I disputed the charge with *****. ***** denied my request and offered no further support. Details: This wasnt an accidental purchase or a change of ***** was denied access to the service due to circumstances beyond my control. I contacted the merchant first, then escalated to ***** after the merchant refused to be flexible. I explained everything, submitted documentation, and followed every step ***** asked me to. ***** still denied the refund without explanation, completely ignoring the evidence and the fact that I never received the service I paid for. Resolution Sought: Im requesting a full refund for this charge. ***** needs to stand behind customers who are stuck in situations where merchants exploit policies even when services arent used. At the very least, ***** should properly investigate these claims before dismissing them.

  Business Response

  Date: 09/05/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on (August 29, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the Customer) related to a transaction dispute with the ************************* in the amount of $237.25.

  
  The Bank confirmed the account was booked on November 3, 2023. The account is currently under review. The Bank requires additional time to complete the investigation. The Bank will send the Consumer a communication with the outcome once the review is completed. The Consumer should contact the Bank directly with any questions at ************** or by message from the Wallet app. Bank representatives are available 24 hours a day, 7 days a week.

  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23815957
  
  I am rejecting this response because: I am slightly confused by their response. Are they saying that they are reconsidering my claim and would to continue the process without the BBB involvement and are asking me to close the complaint? 
  
  Sincerely,
  
  ****** *****