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:12/12/2022

  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.

  I have 400+k in my Marcus Saving account, with previous funds transferred in with no issue. However, Marcus blocked me from transferring out the funds which I plan to use for mortgage down payment.
  
  12/09 evening, I initiated a transfer to an external bank account linked using Plaids, which triggered my account to be locked. I passed the initial phone number pin verification. The agent told me a 3-party call was needed but I have to call back the next day due to the other bank closed.
  12/10 9AM, I called Marcus but cannot pass the pin verification anymore due to the system not allow my 3 phone numbers to be used. My account was fully locked and I lost all my access.
  
  I made 5+ calls to unlock my account. The initial provided solution was that Marcus mail a form for me to fill, sign, notarize, and ship back to them. How strange a total online banking does not allow online notarization service. It will take 10-20 business days as I was told, and it does not work for my 12/19 house closing day.
  
  After requested multiple times, 1:30 PM I finally got to talk to a manager called Chelsea A.. She confirmed that mail is the only solution and they don't provide the form in any other way. She also confirmed there is no legal process I can do with my lawyer.
  
  I was completely desperate after my call with her, I even thought about very bad thing to do to myself. However, on 12/11 my partner came across the same form on public Marcus website after google search. Another agent Tundra kindly confirmed that online form is what I need to send back to Marcus, so I got it notarized and shipped it out.
  
  Chelsea said to mail out the form on 12/10 or 12/11, but today is 12/12 the form still wasn't shipped. She also failed to point me to the online form that I found later on Marcus website. The identity verification process should get done when creating account instead of when I urgently need the fund. This completely broke the trust and I find no reason to stay with a virtual bank.

  Business Response

  Date: 12/19/2022

  BBB Response ****
  ID ********
  
  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
  December 12, 2022. The Bank appreciates the opportunity to address the concerns
  raised by ** **** (the “Customer”) related to the transfer of funds from an
  Online Savings Account (“OSA”).
  On December
  9, 2022, the Customer initiated an outgoing ACH transfer from their OSA to an
  unverified external account. Later the same day, the Bank attempted to verify
  the external account ownership via a three-way call however, the external
  institution was closed. The agent was unable to verify the external account and
  advised the Customer to call back when the external bank is open. Accordingly,
  per the Bank’s Deposit Account Agreement, the Bank restricted the OSA.
  On
  December 10, 2022, the Customer contacted the Bank and attempted to verify
  their identity via a One-Time Pin verification which was unsuccessful. As an
  alternative to remove the security concerns the Bank requested the Customer
  complete and return an Affidavit of Identity (“AOI”). Once an AOI is received,
  the Bank will conduct an ownership verification of the unverified external
  account, clear security concerns and unlock the account.
  Based on
  the above details, the Bank kindly request this complaint to be closed.
  
  

  Customer Answer

  Date: 12/19/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Hi there, yes after my account was unlocked today, the day of my home closing day.

  And on this day with the supervisor's help I initiated a wire transfer to my verified external bank account, and my wire transfer has been stalled since then.

  Law requires the wire transfer to be done on the same day, also does GS promise. However, this was not the case for me, and now 8:25PM and the transfer initiated this morning hasn't been completed. I missed the deadline 3:15 PM which is the deadline for me to close my home, now I have to delay to an uncertain date.

   

  I was told by the agent that my transfer request will need to go through a 2nd review with a target timeline of EOD today. I feel my money is taken as hostage now and I have to constantly push GS for mundane banking task.
  

  
  I want to know why my wire transfer to my own external account was stalled even my identify was been verified, and GS knew I'm in a very urgent situation.

  
  
  
  
  Sincerely,
  
  ** ****
  
  

  Business Response

  Date: 12/27/2022

  BBB Response ****
  ID ********
  
  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
  December 20, 2022. The Bank appreciates the opportunity to address the additional
  concerns raised by ** **** (the “Customer”) related to the transfer of funds
  from an Online Savings Account (“OSA”).

  
  As
  stated in the Bank’s previous response, the Bank required an Affidavit of
  Identity (“AOI”) to clear security concerns with the customer’s identity. On
  December 19, 2022, the Customer’s AOI was reviewed and approved; therefore, the
  Bank restored the Customer’s online banking access. The same day, the Customer
  initiated a wire transfer to an external account. On December 21, 2022, after
  clearing security concerns with the transfer, the outgoing wire processed
  successfully. The Bank has provided the Customer a goodwill credit for their
  experience.

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

• Initial Complaint

  Date:12/10/2022

  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.

  I have my money at your bank roughly $768,000. I tried to send a wire for $700,000 to another bank with the account in my name and it was denied. I tried again it was denied. It's my money I don't get why I'm able to send a wire. If I need to just close the entire account please let me know. I tried to do that as well but that was denied. as well. Your customer service person ********* last name starts with an A said he could not let me speak with anybody and hung up the phone on me. Just a terrible way of doing business. This has to be illegal, denying me access to my money

  Business Response

  Date: 12/16/2022

  BBB Response ******
  ID ********
  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on December 11, 2022. The Bank appreciates the opportunity to address the concerns raised by *********************(the Customer) related to an outgoing wire transfer.

  
  On December 7, 2022, the Customer contacted the Bank to initiate an outgoing transfer from their ************** Account (OSA) to an unverified and unlinked external account. A subsequent Bank review identified security concerns and, in accordance with the Banks Deposit Account Agreement, the transfer was declined. The next d

  ay, a Bank Specialist advised the Customer that due to the security concerns, the transfer was declined, and the funds would have to be sent back to the initial funding account before being transferred elsewhere.
  On December 12, 2022, the Customer contacted the Bank to re-initiate the outgoing transfer from their OSA to the same external account. The transfer was again declined for the same security concerns and the Customer was advised of the same. The Bank has reiterated to the Customer that the funds would have to be sent back to the initial funding account before being transferred elsewhere.

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

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18556165
  
  I am rejecting this response because: I tried to send it to a linked account or also close the account all together. Both were denied.

   

  It is ridiculous. I just want my money at a conventional bank 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/26/2022

  BBB Response ******
  ID ********
  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on December 11, 2022. The Bank appreciates the opportunity to address the additional concerns raised by ********************* (the Customer) related to an outgoing wire transfer.
  
  Per the Bank previous response, the Bank could not complete the Customers requested transfers due to security concerns. For the protection of the Customer and the Bank, a Bank specialist advised the Customer a withdrawal would only be permitted to the original funding account. On December 21, 2022, the Customer contacted the Bank and successfully initiated a transfer back to the funding account.

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

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18556165
  
  I am rejecting this response because:  the complaint exists. I took the majority of my money elsewhere 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/03/2023

  BBB Response ******
  ID ********
  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau (BBB) Complaint Portal on December 27,2022. The Bank appreciates the opportunity to address the additional concerns raised by ********************* (the Customer) related to an outgoing wire transfer from an ************** Account (OSA).
  
  The Bank is unable to ascertain any additional questions or concerns with the Customers latest response, and the Bank kindly requests the complaint be closed.
  

• Initial Complaint

  Date:12/10/2022

  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.

  A false credit line is being furnished to my credit report by this company. This account is a billing error and I am requesting documentary evidence of the obligor's indebtedness. I would like a senior executive of your company to certify the accuracy of the information being reported to the credit reporting agencies. I have reasonable cause to believe the information is inaccurate. I am respectfully requesting your arbitration agreement along with the answers to the following questions.1. Was this account FDIC insured? If so, has insurance been filed on this account?2. Has a **** been filed for this account?3. Is this account an extension of credit?4. Is your company contractually obligated to furnish negative information to credit reporting agencies?5. What is your errors and omissions insurance information?I have not given any permissible purpose to furnish any negative information about me to any nonaffiliated third parties. I am requesting the immediate deletion of this false tradeline from my credit report.

  Business Response

  Date: 12/16/2022

  
  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on December 10, 2022. We appreciate the opportunity to address the concerns raised by **************************** (the Customer) related to credit reporting of the *************************** conducted an investigation and confirmed no Bank error has occurred. The Customer opened an Apple Card and consented to the Apple Card Customer Agreement on October 01, 2021. During the application process, the Customer is provided with and must consent to the Apple Card Terms and Conditions, which discloses that the Customer agrees that the Bank may report information to the credit reporting agencies regarding the account. The Customer is responsible for the balance on the account of $7,410.14 provided in the latest statement from June 2022. The Bank confirmed the account was closed and charged off as of June 30, 2022. The Bank successfully delivered Payment Due Reminders, Missed Payment Reminders, Eligible for Bureau Reporting reminders to the email address on file for the Customer. As a result, the Bank reported the Customers account past due and charged off to the credit reporting agencies. The Bank confirmed the credit reporting was correct and accurate, the Bank is obligated to report accurately to credit reporting agencies. The Bank is unable to update or remove the past due reporting from the Customers credit report.
  
  The Bank provided the Customer documents by mail to the address on file on December 15, 2022, including a copy of the Apple Card Customer Agreement and up to 6 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Bank is unable to clear the Customers balance.
  
  The Bank has not cancelled this debt and an IRS form ****-C has not been issued for this account. The Apple Card account is not a deposit account and therefore is not covered by FDIC Insurance. Additional details related to privacy policies can be found in the Apple Card Privacy Policy disclosure.
  
  The Bank will cease all communication with the Customer except those legally required or requested by the Customer.
  
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair 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.

  I applied and was approved for their GM Rewards Credit card on August 13, 2022. I applied for the card based on the advertisement of ****** points (i.e. $150) to my GM Rewards account #3-94338579474 for meeting $1000 in spend in the first 3 months of card ownership. I met the conditions on September 3, ****. Despite numerous supplications with GS and GM, neither party has resolved the issue nor provided me my points. Ive been told numerous times that I am eligible to receive the bonus, but they keep lying and stating that I will be contacted and receive the spend bonus with my next statement, which invariably comes with no bonus. Both GS and GM refuse to resolve the issue.

  Business Response

  Date: 12/15/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 9, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to not receiving rewards points for an early spend bonus promotion.

  The Bank conducted an investigation and confirmed a technical error occurred. The Bank contacted ** Rewards who confirmed there was a system error that attached the early spend bonus promotion to the account but did not fully enroll the account into the promotion. This error resulted in the ****** rewards points not being automatically awarded to the account. ** Rewards has confirmed that the ****** rewards points have been applied to the account on December 13, 2022 and has reached out to the Customer to inform them.

  If the Customer has further issues redeeming rewards, the My ** Rewards team is available to assist Monday-Saturday 9a-8p EST, and may be contacted by calling ************, and selecting rewards in the automated system.

  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 12/16/2022

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

• Initial Complaint

  Date:12/08/2022

  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 received an email From: Marcus by Goldman Sachs Savings <********************************************>Same day transfers are now possible Customer since: March 2019 Hi *****,Weve made an improvement at Marcus that could make moving your money easier:When you schedule a transfer of $100,000 or less by 12 pm ET on a business day, Marcus will complete the transfer by 5 pm ET that day.Theres no extra step, no extra box to check. You schedule the transfer at marcus.com or on the Marcus app, and we do the rest.This is also at ************************************************* Transfer funds between your Marcus savings accounts and a linked external bank account. Marcus will complete transfers of $100,000 or less made through Marcus by 12 pm ET on a business day, by 5 pm ET that day. I confirmed in November 2022 thru phone call with a Marcus rep that the $100,000 limit was per transfer, not per day.On 11-23-2022, before 10am EST (2hours before the cutoff time), I authorized at marcus.com 3 ACH transfers of less than $50,000 each out of my marcus savings.My external bank allamerica.com (apy ****%) did NOT receive the funds until Friday 11-25-2022. I had called and alerted allamerica.com to watch for these funds, but they DID NOT ARRIVE UNTIL Friday 11-25-22, 2days later.I earned 0% interest for those days. I believe an issue was the delay caused by a call I received from a Marcus rep at ~ 11:45 am est wed 11-23-22, to discuss if I really wanted to move my funds out of Marcus and why I was doing this. I explained to the rep to please get these transfers submitted ASAP as it was then minutes until the cutoff time. He insisted on continuing the conversation.I called Marcus many times on 12-25-22 and in the following week, waited thru long hold times, & requested the 4% int of $34.18 Marcus sup ******* at Fri 11-25-22 said a credit could be given,case# ************. This request was denied.A rep said marcus did not need to honor the email nor the faqs. I am requesting the $34.18 credit here.

  Business Response

  Date: 12/15/2022

  BBB Response ******
  ID ********
  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on December 8, 2022. The Bank appreciates the opportunity to address the concerns raised by S ****** (the Consumer) related to an ************** Account (OSA)
  
  Unfortunately, the Bank is unable to tie the Customer Information provided in the complaint to an account at the Bank. The Bank asks that the Consumer review the information provided, so that the Bank can appropriately address the concerns. If the Consumer requires assistance, they may call the Bank toll-free at 1-855-730-SAVE ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am -7 pm ET.
  
  Based on the above details, the Bank kindly requests that this complaint be closed.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18544388
  
  I am rejecting this response because:
  
  Sincerely,
  
  S ******

  Name and personal info  on Marcus account : **********************************

  22445 ***************

  ***** ** 59846

  ************

  Marcus account savings # ************

   

  ***** tie this info t  the original complaint submission and credit the $34.18 to Marcus account savings # ************
  

  Business Response

  Date: 12/23/2022

  BBB Response ******
  ID ********
  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on December 8, 2022. ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to delay in outgoing ACH transfers from an ************** Account (OSA).
  On November 23, 2022, the Customer initiated three outgoing ACH transfers from their OSA to an external account.  For the protection of the Customer and the Bank, the Bank required additional verifications prior to completing the transfers.  A Bank specialist reached out to the Customer on that same day and the specialist validated the required information.  ******** completed the transfers on November 23, 2022.
  As stated on the Banks website, all transfers are subject to conditions that *** delay funds; accordingly, the Bank declined the request for an interest adjustment as no bank error occurred.
  Based on the above details, we kindly request this complaint to be closed.
  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18544388
  
  I am rejecting this response because:

  Marcus by Goldman-Sachs has not honored info they sent to me by email and that is currently posted on their website.

  Marcus by Goldman-Sachs is flagrantly ignoring posted and emailed details concerning offers they made.

  I do not accept their explanation.
  

  Please tie this info to the original complaint submission. I still request a credit of $34.18 to Marcus account savings # ************.

  
  Sincerely,
  
   **********************************

• Initial Complaint

  Date:12/08/2022

  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.

  I have a GM rewards credit card of which servicing was transferred to Marcus by Goldman Sachs. In December 2022 I attmepted to make a payment to the credit card account and the payment system was down. I left a message on their chat system and recieved a reply a day later. My account was then given a late payment fee due to the Marcus systems inability to process my payment.I brought this up with their Chat system online and was directed to call their service representatives. I called their service representatives and escalated it to a manager, which stated my late fee could not be waived. I believe this is an unfair business practice as the reason palyment was late is due to Marcus not being able to process payment.My fear is they will report the issue Marcus caused to credit agencies as their wiaver review process can take between ***** days.I would like the fee immediately waived.

  Business Response

  Date: 12/15/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 8, 2022. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to payment system issue, credit reporting and a late fee.
  The Bank conducted an investigation and confirmed no bank error. There were no recorded system outages on or around the Customers due date of December 2, 2022, that prevented payments from being processed. The Customer chatted in on December ****** and was incorrectly informed there was an error with the system on December 5, 2022. A payment was not received by the due date of December 2,2022, resulting in a late fee of $40.00. To avoid late fees, a payment for the minimum payment due needs to be received before the due date. As a courtesy the Bank has provided a onetime statement credit of the late fee of $40.00 on December 14, 2022.
  Accounts are not reported late to the credit reporting agencies unless an account is 30 or more days past due. The account has not been reported late, as a payment was received before the 30-day time frame of being past due.
  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:12/07/2022

  Type:Billing 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.

  On November 1, 2022, I attempted to pay my monthly minimum payment. The online account system said no payment was due. I clicked to pay, and the system did not provide a minimum payment amount due and again said no payment was due. I've made multiple attempts to resolve with customer service in chat and by phone. A ticket was filed and a supervisor named Claire called me back and left a message with an incorrect callback number. I chatted in and found again that the company will not waive the illegitimate fee and refuses to allow me to speak to anyone who can.
  
  I want the fee waived as it is not owed. Had the system indicated I owed a payment, I would have paid it.

  Business Response

  Date: 12/13/2022

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on December 7, 2022. We appreciate the
  opportunity to address the concerns raised by **** ****** (the “Customer”)
  related to making a payment.
  The Bank conducted an investigation and confirmed a
  technical error occurred. The technical error affects the Customer’s account by
  making the incorrect payment amount due appear on the website. The Bank is
  currently investigating the technical issue. Credits of $29.00 for the late fee
  and $0.62 for the interest charge were credited to the Customer’s account on
  December 8, 2022.  The Bank apologizes
  for any inconveniences the Customer may have experienced and will follow up
  with the Customer once the issue is resolved. Upon review of call recordings,
  the advisor who called the Customer provided the correct phone number. The
  Customer can contact the Bank 24 hours a day, 7 days a week at ###-###-#### for
  assistance.
  Based on the above details, we kindly request this complaint
  to be closed.

  Customer Answer

  Date: 12/13/2022

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

• Initial Complaint

  Date:12/07/2022

  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.

  I am not liable for this debt with Goldman Sachs Bank and do not have a contract with Marcus by Goldman Sachs. They do not provide me with the original application like I asked.

  Business Response

  Date: 12/14/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 7, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer)related to a fraudulent application and credit reporting.

  The Bank confirmed the account was booked on February 28, 2022. The account is currently under review. The Bank requires additional time to complete the investigation. If the Customer has any additional questions or concerns, they can contact the Bank directly. Customers have the option to contact a ** Card Specialist via chat using marcus.com and/or via phone by calling **************.

  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:12/06/2022

  Type:Billing 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.

  In 2021 I opened a Savings Account with Marcus by Goldman Sachs, during the time the account was opened I deposited approximately $1300 into the account. In Spring of 2022 I traveled for work and upon return I received word from my assistant that my account had been locked. When I contacted their customer service they advised they would send me an email within 2-3 business days and I would be all set. After a week of waiting for correspondence I called back and was told there was potential fraud on my account as some of the account information had been changed and refused to provide me with any more information. After speaking with my assistant (who manages several of my accounts for a non-profit and a local utility workers union Local 470-1) she admitted she had made changes online to my Marcus account in error thinking that account held the funds for Local 470-1. I called Marcus again and attempted to explain what occured, they advised my account was closed and they asked that I submit a Affidavit of Identity. First they sent it to the wrong address (a PO Box) then when they finally sent it to my home and I submitted it, I had to call multiple times and was disconnected repeatedly only for them to advise the notarized stamp was not "clear". They sent me another form which I have since had notarized once again confirming my identity, along with a picture of my CT drivers license and passport, as well as a photo of myself holding up my license next to my face. When I called today- I was hung up on after speaking with the first agent, Victoria who confirmed my documents arrived 12/5. I called back and spoke with Quinetta who placed me on hold 3 times and advised I call back in 2-3 business days. I have been going back and forth with them since May, and while my account has been locked I have lost out on interest being accrued. At this point I want the account unlocked and a check issued for my balance.

  Business Response

  Date: 12/13/2022

  BBB
  Response ********
  ID ********
  
  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 December
  6, 2022. The Bank appreciates the opportunity to address the concerns raised by
  ******* ******** (the “Customer”) related to restrictions placed on an Online
  Savings Account (“OSA”).

  
  On May
  6, 2022, the Customer linked an external bank account to their Account profile via
  the Bank’s website. However, the Bank identified security concerns, and in accordance
  with the Deposit Account Agreement (“DAA”), the Bank removed the linked
  external account and restricted the Customer’s Account. The Bank also identified that the linked external account was a business account, which per
  the DAA, may not be linked to an Account at the Bank. On May 10, 2022, the Bank
  attempted to contact the Customer to provide assistance but could not make
  contact.

  On June
  20, 2022, due to the unresolved security concerns, the Bank closed the OSA and
  moved the funds to a temporary holding account. However, the next day, the
  Customer contacted the Bank, and after verifying the Customer’s identity via a
  One-Time Pin, the Bank reopened the OSA and posted the funds to the Account. However,
  due to remaining security concerns, the Bank required additional verification before
  the account could be unrestricted.

  
  On July
  5, 2022, the Customer contacted the Bank regarding the restriction. To remove
  the restriction, the Bank requested the Customer complete and return an
  Affidavit of Identity (“AOI”). Prior to sending an AOI to the Customer, the
  Bank required an updated Customer address, as a PO BOX is invalid per Bank’s
  DAA. On July 15, 2022, the Bank mailed an AOI to the Customer’s physical
  address, which the Bank received on August 23, 2022. However, the authenticity
  of the notary could not be verified, and the Bank mailed a new AOI to the Customer.
  The Bank received the AOI on December 05, 2022, and subsequently approved.

  
  On
  December 12, 2022, the Customer contacted the Bank and requested to close the
  OSA via check. The Bank has closed the account, and the Customer can expect to
  receive the check within 7-10 business days. The Bank can confirm that all
  interest was applied to the account balance for the dates the account was
  closed.

  
  Based on
  the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 12/14/2022

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

• Initial Complaint

  Date:12/05/2022

  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.

  I have had two erroneous charges placed on my credit card account/statement. It has been going on for over 6 months and they continue to tell my I placed the orders and/or bought the product, neither to which I have. Both are charges that either placed or occurred out of state, neither of which I have even been to. I have spent hours on the phone with them along with sending numerous letters. To no avail they continue to tell me I authorized and owed the money.

  Business Response

  Date: 12/07/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 5, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to transaction disputes.

  
  The Customers disputes with ELEVATEFITHOMELIVINGES remain under investigation, and the Bank expects completion within two billing cycles after date of receipt,and no later than 90 days from date of receipt. During the investigation, the Customer does not incur interest for and is not responsible for repayment. The Bank applied temporary credits to the account on November 15, 2022. The temporary credit may not be available for use during the investigation.

  
  Based on the above details, we kindly request this complaint to be closed.