Complaints
This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,703 total complaints in the last 3 years.
- 597 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/02/2022
Type:Service or Repair IssuesStatus: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 initiated a wire transfer early this morning at 11am. Was told it was going to be expedited the same day and no such thing happened. This was very important time sensitive wire as it was going to an escrow for a home purchase. This has been the most stressful situation and the customer service has been the worst. As Im writing this my problem has still not been resolved and could very well loose the my home purchase Aside from that the customer service is horrible. You are always being put on hold and I can hear peoples kids or birds in the background. Very unprofessional. This is also not an isolated incident. My boyfriend had an account with Marcus as well and had put in the same complaints.Business Response
Date: 12/08/2022
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 3, 2022. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the "Customer) related to delay in transferring funds from an ************** Account (OSA).
On December 2, 2022, the Customer requested an expedited outgoing transfer to an escrow account. Unfortunately, a Bank Specialist processed the transfer incorrectly and the transfer was delayed. On December 5, 2022, the Bank resubmitted the transfer and it was processed successfully the same day. Due to the Customers experience, the Bank credited the Customers OSA with a goodwill credit on December 6, 2022.
Based on the above details, we kindly request this complaint to be closed.Initial Complaint
Date:12/02/2022
Type:Billing IssuesStatus: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.
This credit card company appears to be predatory. This past month I paid ***** penalty for being late on a ****** balance with the previous card company (which was bought out by this current bank). In addition that penalty was also penalized with a .38 cent penalty as well. I have asked the credit card company to withdraw the charge since I have destroyed the charge card some time ago. What else needs to be done in this case to eliminate this card from my credit cards. I no longer wish to receive any credit from this company.Business Response
Date: 12/06/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 2, 2022. We appreciate the opportunity to address the concerns raised by ******************* (the Customer)related to interest and fees.
The Bank conducted an investigation and confirmed no error occurred. To avoid interest charges, Customers are required to pay the statement balance in full by the due date and to avoid late fees, Customers are required to pay the minimum due by the due date. The late fee of $29.00 and interest fee of $2.80 was charged to the account as the minimum amount due was not paid by the due date of August 28, 2022.
The account balance of $213.45 billed on September 3, 2022 was not paid in full by the due date of September 28, 2022. As a result, the statement balance of $32.80 generated October 3, 2022 includes an interest charge of $1.00.The Bank charged trailing interest in the amount of $0.38 on November 3, 2022 which accrued from October 3 to October 27, 2022 when a payment of $32.80 posted.
As a courtesy, the Bank waived the trailing interest of $0.38 on November 18, 2022. The Customer can contact the Bank at ************ 24 hours a day, 7 days a week for further assistance with account closure if desired. The Bank regrets the frustrations the Customer experienced.
Based on the above details, we kindly request this complaint to be closed.
Initial Complaint
Date:12/01/2022
Type:Service or Repair IssuesStatus: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.
On November 3rd I maid a payment of ****** to pay towards my balance with marcus which was scheduled for November 13. This was the only payment I authorized to come out my account. Then on November 14 and November 23, they took money out my account again without my authorization, and when I called to resolve the issue, I was told I cannot receive my money back, and it will be put towards my bill. I ask them why and was not given an appropriate answer. This company feel like it can go into people accounts and take money when they feel like it. I would like help in this matter.Business Response
Date: 12/08/2022
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 1,2022. We appreciate the opportunity to address the issues raised by ************************* ( the Customer) and the ******************** related to the processing of authorized payments.
The Bank conducted an investigation and can confirm no bank error occurred.
According to our records, on November 3, 2022 the Customer scheduled and authorized the Bank to process a one-time payment on November 13,2022 in the amount of $152.21. On November 10, ************************************************************************** the amount of $156.21, which satisfied their November 2022 statement. On November 13, 2022, the Bank attempted to process the authorized payment the Customer previously scheduled; however, the payment was rejected by the external bank due to insufficient funds. As outlined in the Customers loan agreement, if a payment that the customer has authorized is returned unpaid, the Customer authorizes the bank to seek that payment up to two additional times. As a result, the Bank made a successful attempt to process the payment on November 22, 2022, which satisfied their December 2022 statement. Unfortunately, we are unable to satisfy their request for a refund of this payment.
Based on the above information, we kindly request this complaint be closed.Initial Complaint
Date:11/30/2022
Type:Service or Repair IssuesStatus: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 Apple Card was closed. They told me I violated the agreement and told me to read it. I read it and I know for sure I didnt violate anything. They told me they cant tell me what term I violated its internal. They are being malicious and purposely trying to ruin my credit. They are trying to make me pay higher interest rates and not be able to save moneyBusiness Response
Date: 12/07/2022
Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 30, 2022. We appreciate the opportunity to address the concerns raised by ********************* (the Customer)related to a closed Apple Card Account and the Annual Percentage Rate associated with the Apple Card.
The Bank conducted an investigation and confirmed no error has occurred. As part of the Banks review process, the Bank identified red flags related to the Customers account. Based on an investigation, and in accordance with the Apple Card Customer Agreement, the Bank closed the account and sent the Customer an email informing of the account closure on November 29, 2022.The Bank sent the Customer additional correspondence by postal mail with the reason for the account closure on December 06, 2022. The Bank is unable to reopen the Customers Apple Card account. The Bank is unable to provide additional information related to the investigation.
The Bank confirmed the credit reporting is correct and accurate, the Bank is obligated to report accurately to credit reporting agencies. The Bank is unable to update the Customers credit reporting. The Bank is unable to provide the Customer with any compensation.
Based on the above details, we kindly request this complaint be closed.Initial Complaint
Date:11/29/2022
Type:Product IssuesStatus: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 wanted to simply update my name in my account as I had a legal name change due to marriage. Marcus is the institution that required a physical letter for this process, while other online-only services like Aspiration, TD Ameritrade, and airline companies, had secure online processes. In August I wrote a formal letter and sent a certified copy of my marriage certificate with instructions to return this certified copy (note, this was shortly after the passport department returned the very same certified copy by mail without difficulty). After several attempts of contacting customer service, I finally learned today in November that Marcus does not even return such supporting documents. What if I had sent my original marriage license? That is unacceptable. I bought a certified copy for this very purpose, which was $17, and I would like to request that this document be returned immediately.Business Response
Date: 12/07/2022
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 November 30, 2022. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the "Customer) regarding the return of legal documents ******************************* records, on September 26, 2022, the Bank received the Documents from the Customer required to update the Customers name and the update was completed the same day. Unfortunately, a Bank specialist inadvertently advised the Customer that the Bank does not return Documents.
After receiving the Customers complaint, the Bank reviewed the matter and on December 5, 2022, the bank requested the Documents from its third-party processer; once received, the Bank will mail the Documents to the Customers address on file. The Bank unsuccessfully attempted to contact the Customer to advise the same. Due to Customers experience, on December 4, 2022, the Bank provided the Customer a goodwill credit.
Based on the above details, we kindly request this complaint to be closed.Initial Complaint
Date:11/29/2022
Type:Billing IssuesStatus: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.
Goldman Sachs/Marcus closed my account savings account because they could'nt verify and kept my money for no apparant reason. i have a DBA/assumed name that i use and i have that on the record with the sec of state. i Called Goldman Sachs/ Marcus to verify my account and they closed it. Keep in mind that i do not use this account everyday so i forgot the credentials. Which 99 percent do if they are not using it everyday. It took me a couple attempts to remember it but i finally got it, Goldman Sachs locked my account and told me to contact customer service. I did and verified everything 100 percent. They told me my account was closed do to fraud (which there was'nt any at all they mentioned the fraud was do to that i coul'dt verify my account, which i did. After the third time. Keep in mind i ahven'nt logged in over a year and i dont use it everyday. When i persisited to ask them why they just gave me some vague and told me that they had to close it. (some bs answer.I will be looking into legal action against goldman sachs/marcus if my account is not open and i wrote down who i spoke to as well. ucc1-207 all rights reserved without prejudiceBusiness Response
Date: 12/07/2022
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 November 30, 2022. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to accessing an ************** Account (OSA).On November 29, 2022, the Customer experienced difficulties logging into the website and contacted the Bank. Unfortunately, the Bank Specialist was unable to authenticate the Customer using the information provided by the Customer. Upon subsequent review of the Customers account, the Bank identified security concerns related to the account, and in accordance with the Banks Deposit Account Agreement, the Bank closed the Customers OSA. To continue a banking relationship with the Bank, a completed and approved Affidavit of Identity ***** is required from the Customer. On December 5, 2022, the Bank mailed an *** for completion and return to the Bank. Once an *** is completed and approved, the Bank will conduct an ownership verification of any externally linked bank accounts.
If the Customer has additional questions, the Bank may be reached 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 request this complaint to be closed.Initial Complaint
Date:11/29/2022
Type:Service or Repair IssuesStatus: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.
Today on 11/29/22 I recently filled out an application for Marcus and ******** I got a response o loans options and rates but unfortunately I switched email providers so the email that they sent it to I can't get it so it doesn't say call if you need to switch your email address to get this information so I filled out a new application the second one declined so I called and the customer service number and the lady on the phone said why would you do that well why wouldn't I I said it doesn't say to call if you switch emails I said how why I suppose to get this information well you should of called so I have to wait 30 to 90 days unbelievable my new email is on this form the old one is ********************* the lady madee feel like an idiotBusiness Response
Date: 12/06/2022
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 November 29, 2022. We appreciate the opportunity to address the issues raised ********************************* (the Customer) and the ********************.
The Customers complaint alleges an error occurred around the processing of an application request. A review of our records, as well as the information the Customer provided, confirms that a Bank error did not occur.
Our goal is to provide excellent customer service and an exceptional experience, and we apologize that their experience was less than satisfactory. Our records show the Customer submitted an application on June 5, 2022. Loan options were presented at that time however the Bank has no record of an offer being selected. Additionally, the Customer submitted an application on November 29, 2022. We apologize we were not able to offer you loan options at this time. A letter was sent on November 29,2022 detailing the reasons for the decision.
When the Customer decided to view options or apply for a loan, the Bank verifies credit history, outstanding debt, and credit score. Based on the current credit information, as well as additional information provided, the Bank confirmed creditworthiness, ability to repay the loan, and then determine eligibility for specific Marcus loan options based on the request.
Based on the above information, we kindly request this complaint to be closed.Customer Answer
Date: 12/09/2022
Complaint: 18479113
I am rejecting this response because:
Sincerely,
*********************************Initial Complaint
Date:11/27/2022
Type:Service or Repair IssuesStatus: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 previously had an Apple Card Account issued by Goldman Sachs Bank. My Apple Card customer account was under ********************. The account was paid in full and closed about a year ago. I've contact Apple Card/Goldman Sachs Bank on four or five different occasions and asked them to please stop sending me monthly statements on an account that no longer exists. Not only am I still receiving statements, but I'm also receiving letters stating that they are taking my concerns seriously. The simple request I've made has repeatedly been ignored. I just want the statements to stop. This is a complete waste of time and money. What happened to saving our forests and our planet? Sending monthly statements for an account that is closed with an zero balance does not make an environmentally sound and productive business.Business Response
Date: 12/05/2022
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 November 28, 2022. We appreciate the
opportunity to address the concerns raised by ******* **** (the “Customer”)
related to receiving Apple Card monthly statements.
The Customer opened an Apple Card and consented to the Apple
Card Customer Agreement on May 23, 2021. On January 16, 2022, the Customer’s
Apple Card account was closed. When an account is closed with a balance,
Customers continue to receive monthly statements until the account is paid in
full. The Bank confirmed the Customer’s closed account has a $0 balance due.
Due to a technology issue, the Customer continued to receive monthly statements
each month. The Bank is actively working on resolving this issue for the
Customer and expects to resolve this at the earliest possible time. The Bank
regrets the frustrations the Customer has experienced.
The Bank attempted to contact the Customer on December 02,
2022 to provide this information, but has been unsuccessful at reaching the
Customer.
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.Customer Answer
Date: 12/08/2022
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:11/24/2022
Type:Product IssuesStatus: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.
Dear BBB,
I ordered cabinet online from IKEA website September 11, 2022 and i used my APPLE PAY Credit card. Then i decided to cancelled the order online. This is like 5 consecutive times i did and i keep changing my mind so i ended up not buying at all. So everything
are cancelled. All the list of transaction in the online ordered has been completely cancelled. Then finding out that my Apple pay card ending up charging me the amount of $557.73 (that is the cabinet amount on the ikea that i've completely cancelled and obviously did not received that cabinet) wanting me to pay this amount.
I keep calling Ikea and apply pay which is Goldman Sachs Bank USA to dispute it and not charging me but still ending up charging me the amount that i did not received the items.
I hope BBB will rescue me in this kind of matter. I cancelled the items, did not received any good/items but they still want me to pay.
Thank you BBB.Business Response
Date: 12/01/2022
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 November 24, 2022. We appreciate the
opportunity to address the concerns raised by ***** ******** (the “Customer”)
related to a transaction dispute in the amount of $557.73 with the merchant
IKEA.
The Bank conducted a review related to the dispute in the
amount of $557.73 with the merchant IKEA for a transaction posted on September
13, 2022. The Customer contacted the Bank on September 13, 2022 to open a
dispute for a transaction in the amount of $557. A temporary credit was issued
in the amount $557.73 on September 13, 2022 while the dispute was investigated.
Based on the Bank’s investigation, the dispute was ruled in the Customer’s
favor. The Customer was sent an email communication explaining the dispute
outcome on November 04, 2022.
During our investigation, the Bank identified an inadvertent
processing error occurred on November 04, 2022. As a result, the temporary
credit was rebilled to the Customer’s account in error. On November 29, 2022,
the Bank applied a credit in the amount $557.73 to the Customer’s Apple Card
account as remediation to this error. The Bank has confirmed the Customer has
been made whole.
Based on the above details, we kindly request this complaint
be closed.Initial Complaint
Date:11/22/2022
Type:Service or Repair IssuesStatus: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 AM TRYING TO CLOSE 3 SAVINGS ACCOUNTS WITH MARCUS.COM I SENT IN ALL THE INFORMATION TO PROVE THAT I AM THE ONE TRYING TO CLOSE MY ACCOUNTS, BUT BECAUSE I FORGOT MY SECRET WORD, THEY SAY I AM NOT THE PERSON. I SENT IN ALL THE AFFIDAVIT OF IDENTITY, GOT THE NOTARY PUBLIC SEAL, SENT IN MY LINSENCE, SENT IN MY BIRTH CERTIFICATE, COMPLAINED TO CONSUMER AFFAIRS, SENT IN ALL MY ACCOUNT NUMBERS, BUT THEY STILL DO NOT BELIEVE ME.Business Response
Date: 11/29/2022
Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the ************************************ Complaint Portal on November 7, 2022. We appreciate the opportunity to address the concerns raised by ********************************* (the "Customer) related to accessing the funds from an ************** Account (***).
On November 1, 2022, the Customer contacted the Bank, along with the joint account owner, and requested to close the *** via outgoing ACH transfer. For this request, the Bank required identify verification using a One-Time Pin or Pin callback; however, this could not be completed, as the Bank could not verify the Customers phone number.
As an alternative, the Bank requested an Affidavit of Identity ***** from the Customer. On November 3, 2022, the bank mailed the *** to the Customer, which the Bank received back on November 16, 2022. Two days later, the Bank was able to verify the Customers identity. Finally, on November 23, 2022, the Bank contacted the Customer and initiated the closure request. The accounts were successfully closed on November 25, 2022.
Based on the above details, we kindly request this complaint to be closed.Customer Answer
Date: 11/30/2022
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,
*********************************
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