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.

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  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:11/22/2022

  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 my initial invoice with Marcus by Goldman Sachs, I made multiple reasonable attempts to remit payment timely. On the app, email communication, website and through chat discussions, I was only presented with electronic payment option. Marcus by Goldman Sachs admittedly has an issue connecting with my bank and thus I was not able to remit payment via their Plaid platform or over the phone using routing & account number. It was only after multiple attempt (on the app and by phone) and after the due data had passed, was I provided with a physical address to remit payment,. I remitted payment via check. Through my discussions, I was told any late fees would be waived as we worked through the issue. However, upon remitting payment, I was assessed a late fee. While disputing this late fee, I was assessed a second late fee. I was then told repeatedly the system won't allow the late fee to be removed because I did not remit the full amount plus late fee and request a refund of the late fee. Now, Marcus by Goldman Sachs refuses to remove any late fee amounts even though I made reasonable attempts to pay timely. As of today, I am remitting payment by check, but will be requesting this amount to be refunded to avoid further unjust late fees.

  Business Response

  Date: 11/25/2022

  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 November
  23, 2022. We appreciate the opportunity to address the concerns raised by *****
  ****** (the “Customer”) related to fees.
  
  The
  Bank conducted an investigation and confirmed an agent error. Upon review of
  calls and notes from September 2022, the Customer was advised the Bank would
  offer a courtesy waiver on a call, but the notes did not reflect this courtesy.
  The Bank has zeroed out the Customer’s closed account to remove the interest
  and late fees incurred from this mistake as of November 23, 2022. The Bank
  regrets any frustration this has caused the customer.
  
  Based
  on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 11/28/2022

  
  
  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:11/17/2022

  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 THEM. THEY DID NOT PROVIDE ME WITH THE ORIGINAL APPLICATION THAT I REQUESTED.

  Business Response

  Date: 11/24/2022

  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 17, 2022. We appreciate the opportunity to address the issues raised by Marcus ****** (the Customer) and the ********************.
  
  The Bank conducted an investigation into the Customers complaint based on our own records, as well as information provided by the Customer.  According to our records and investigation, the Bank successfully verified the Customers personal and account information in accordance with our procedures during the Loans application and origination. The mailing address and phone number provided by the Customer with this complaint are consistent with the mailing address and phone number provided on the application. The Bank disbursed the Loan funds to an account verified as being owned by the Customer at the time of disbursement.Additionally, the Customer made one (1) payment from an external account verified as owned by the Customer.
  Given the Banks confirmation of the information provided during the Loans application and the confirmed ownership of the external account used for loan disbursement and payments, the Bank determined that the Customer remains responsible for the loan. The Customers loan is currently in a charged-off status, and the Customer remains responsible for the outstanding balance of $20,471.46. Furthermore, the Bank confirmed it is accurately reporting the Customers liability for the loan to Consumer ******************************* has referred the account to ******* &Associates. The Customer may direct future communications to ******* &Associates, who may be able to provide repayment assistance. The Customer may contact ******* & Associates at **************.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:11/16/2022

  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.

  Reference is made to original BBB Complaint ID: ********, in which Marcus by Goldman Sachs agreed to stop debiting our previously opened CD account Federal Backup Withholding and reimburse us $361.20 (Marcus approval interaction note: ******** Case# ending-****) within 3-5 business days back in October 2022. As of 11/16/2022 we never received the reimbursement (1 month after I accepted the Business' response to resolve the original complaint on 10/13/22).
  On 11/16/2022, I contacted Marcus for a status of the refund and spoke to Supervisor Blake (last name unknown) who informed me that the previous case was prematurely closed on 11/7/22 (no reason was provided/documented) and Marcus representatives did not follow detailed steps (including reopening our CD) to reimburse us based on an approval on 10/24/22 by Supervisor Lauren (last name unknown). It should be noted that Marcus told the BBB that the refund would occur within 3-5 business days prior to this approval on 10/11/22. Blake stated she was requesting the case be reopened to reprocess the refund (Case# ending-****) and escalating another case to the Customer Care Team for review and refund options (Case# ending- ****). After dealing with this entire ordeal for more than 5 months, I asked Blake to speak to her Supervisor, since this ordeal includes multiple events where Marcus representatives stated a certain action would occur and then never materialized; from ceasing debits after receiving a signature card in August, to Supervisors returning calls, to providing the reimbursement, etc. I asked Blake to document our conversation and provide a documented history of all of these events, and she stated they were noted internally only, and Marcus representatives were not permitted to send outbound emails to document these transactions (no transparency). Blake then became frustrated and hung up on me, and I had to immediately call back to file a complaint with Supervisor Minnie (last name unknown) on 11/16/22.

  Business Response

  Date: 11/23/2022

  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 November
  17, 2022. The Bank appreciates the opportunity to address the concerns raised
  by ****** ******** (the “Customer”) related to backup withholding applied to their
  Certificate of Deposit (“CD”).
  Per Bank
  records, on March 12, 2022, the Customer opened a CD and electronically signed the
  Signature Card. The Customer contacted the Bank on August 2, 2022 and inquired
  why the CD was subject to backup withholding. The Bank specialist advised the
  Customer that when the Signature Card was signed online the Customer also
  checked the box for backup withholding. The Bank specialist advised the Customer
  that they can update their backup withholding selection with a corrected paper
  signature card.
  On
  August 5, 2022, the Bank mailed the paper Signature Card to the Customer, which
  the Bank received on August 9, 2022. However, a Bank specialist inadvertently
  did not remove the Backup withholding during processing.  The Customer notified the Bank of this error
  on October 3, 2022 and requested to close the CD without an Early Withdrawal
  Penalty, which the Bank approved and completed on October 5, 2022. Further, the
  Bank approved a refund of the Customer’s backup withholding amount, but on
  October 14, 2022, a Bank specialist inadvertently closed the case before the
  refund could be processed.
  On
  November 18, 2022, the Bank created a new case for refunding the backup
  withholding amount and contacted the Customer. The Customer agreed to have the
  backup withholding amount credited to their Online Savings Account held with
  the Bank.
  Based on
  the above details, the Bank kindly requests that this complaint be closed.

  Business Response

  Date: 12/02/2022

  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 November
  17, 2022. The Bank appreciates the opportunity to address the additional concerns
  raised by ****** ******** (the “Customer”) related to backup withholding.
  As
  provided in the Bank’s original response, the Customer inadvertently opted-in
  to tax backup withholding.  The Customer
  provided revised documentation, and the Bank can confirm it refunded the amount
  subject to backup withholding on December 1, 2022.  Based on the above details, the Bank kindly
  requests that this complaint be closed.

  Customer Answer

  Date: 12/05/2022

  
  
  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 after finally receiving the good will credit on 12/1/22, that was promised back in October 2022. I would also like to note that Marcus by Goldman Sachs' 2 sentence response fails to detail the numerous misrepresentations and mishaps during this 4-month ordeal, nor have they been truly transparent - they would not share documented interactions and failed to meet promised deadlines multiple times. I am relieved this is finally over.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:11/16/2022

  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.

  My account has been closed with the following explanation: You are no longer able to make purchases with your GM Card at this time. If you would like a record with specific reasons your account was closed, please reach out to a GM Card Specialist within 60 days of this communication. Documentation will be provided to you within 30 days of receiving your request. I have been making payments on-time for the past 12 months with a goal of paying the balance off over the next 6 months. This will negatively impact my credit report and bring down my credit score. I want my account reopened.

  Business Response

  Date: 11/22/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB)Complaint Portal on November 16, 2022. We appreciate the opportunity to address the concerns raised by *************************** (the Customer) related a closed account.
  
  The Bank conducted an investigation and confirmed a bank error. As of November 17, 2022, the Bank reopened the account and credit reporting corrected. It may take up to 30 days for credit reporting to reflect the account closure reversal. A replacement card was ordered on November 18, 2022. The Bank regrets any frustration this has caused the Customer.
  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:11/16/2022

  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.

  On 11/15/2022 at 9:26 PM, I received an email that my GM Rewards (Marcus by Goldman Sachs was closed with no reason why. The card is current with no late payments. Upon calling Marcus and speaking with several customer service reps, they were not able to tell me why it was closed. This should be a simple ask. They have no ability to either tell me why it was closed or no ability to help reopen the account. This is the 3rd issue that I'm having with Marcus.

  Business Response

  Date: 11/22/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB)Complaint Portal on November 16, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related a closed account.
  
  The Bank conducted an investigation and confirmed the account was closed in error. As of November 17, 2022, the account is reopened, and credit reporting corrected. It may take up to 30 days for any credit reporting to reflect the account closure reversal. On November 18, 2022, a replacement card was ordered.Currently the Bank is unable to fulfill the Customers request of ******* rewards points. The Bank regrets any frustration this has caused the Customer.
  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:11/14/2022

  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 most of my funds, over $250000 in my Marcus saving account. I transferred about ***** to my **** of America checking on Oct22. Then Marcus locked my account in Oct24. I called them they said they will send me a form to fill out and I will mail it back to unlock my account. I received the letter on Oct30 and mail it back to Marcus on Oct31. I keep calling them and following up, they havent received the letter on Nov14 which is my latest call. I learned They will mail another letter to me again and I have to fill out and mail it back. I think this is really unacceptable and I will have to wait another at least 20days to access my own fund. Im now out of funds in my other bank accounts. I have to sell my stocks to fund my rent and food, and my holiday expenses. I need some explanation and a quicker way to solve this issue otherwise this significantly impact my life.

  Business Response

  Date: 11/21/2022

  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 14, 2022. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to accessing an ************** Account (OSA) held by the Bank.
  
  On October 24, 2022, the Customer initiated an outgoing transfer from their OSA to an unverified external account via the Banks website. Subsequently, the Bank identified security concerns that required ownership verification of the external account and the originating funding account. The Bank contacted the Customer to verify,but the call was disconnected shortly after. Accordingly, the Bank reversed the transfer and placed a restriction on the account until the Bank could clear the security concerns. On the same day, a Bank Specialist inadvertently advised the Customer that an Affidavit of Identity needed to be signed and returned.
  
  After further review, on November 15, 2022, the Bank contacted the Customer and successfully verified the funding and external bank account via an alternative method. Subsequently, the Bank restored the Customers online banking access. Due to the experience, the Bank has provided the Customer with a credit as a token of goodwill, which will be posted to the Customers account in 1-3 business days.
  
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:11/12/2022

  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 did not receive a may statement which we did not realize until we received the June statement with a thirty five dollar late fee.I called customer service and explained the problem and requested a copy of the may statement to see what we were billed.we immediately sent out full payment and requested to customer service that the thirty five dollar charge be cancelled.after numerous phone calls to customer service I was informed if we did not pay the thirty five dollars they were going to report it to the credit bureau.not to ruin our perfect credit record with the understanding we would be reimbursed.months later after we were told they would do a one time credit we still have not received the thirty five dollars.I have cancelled the card after seven phone calls to a customer service company employed by ******************** that cannot issue customer service.

  Business Response

  Date: 11/18/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 12, 2022. We appreciate the opportunity to address the concerns raised by ********************* (the Customer) related to a statement and late fee.

  
  The Bank conducted an investigation and confirmed an agent error occurred. A Bank representative misinformed the Customer via writing on June 23, 2022, that the late fee of $29 incurred on May 7, 2022, was reversed. The Bank posted a credit of $29 to the account on November 15, 2022. The Bank confirmed the Customers May 2022 statement was sent to the address on file and regrets the frustrations the Customer experienced.

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

  Customer Answer

  Date: 11/19/2022

   
  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. At this time I am waiting for them to mail the check which they said would take 2 weeks.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/11/2022

  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.

  Goldman Sachs is charging an excessive and illegal fee of $40.00 per month, over and above the normal interest charges. I have sent them (2) copies of statements recently with no success. The account was sold by Capital One to Sachs several months ago and their customer service is horrible. Capital One did a wonderful job of managing the account. I am highly disappointed in Sachs and would not recommend them at all to anyone.

  Business Response

  Date: 11/17/2022

  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 November 11, 2022. We appreciate the
  opportunity to address the concerns raised by ***** ****** (the “Customer”)
  related to past due fees.

  The Bank conducted an investigation and confirmed no error
  occurred. Past due fees are assessed to an account when the minimum due is not
  paid by the due date. The Customer carried a balance over multiple months which
  would cause past due fees to be assessed each billing cycle when the minimum
  due is not met. The Bank is unable to credit past due fees as requested.

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

  Customer Answer

  Date: 11/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Sach's has never provided a reason that they put such a horrible clause in their """contract"""".  I never agreed to it, nor signed anything to that effect.  I am sure that I am not the only customer caught up in this debacle.  Perhaps a class action lawsuit.  This is totally not acceptable.

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

• Initial Complaint

  Date:11/10/2022

  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 am a gold tier customer with the ** card who paid off a brand new Camaro. I asked them to send me a letter stating my current card balance so I could get a loan to buy a house. **** of America, Citi **** and *********** (who previously managed ** cards) sent this through fax, posted in the account and emailed it respectively within the same day. Marcus could not do such service and have me wait 10 days delaying my home process unlike any other bank because they decided to do **** mail with no other options. I told them I was willing to signed permissions or pay whatever fee but no because of internal inhumane policies that disregard individual success and dreams. They should be ashamed and both ** and Goldman Sachs should drop them. They are not willing to help any customer. Cant wait to cancel my credit card and never buy a ** vehicle ever.

  Business Response

  Date: 11/17/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 10, 2022. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to a zero-balance letter.
  
  The Bank currently only offers official zero-balance letters by mail. The Bank mailed a requested balance letter on November 11, 2022. A copy of the letter was emailed on November 11, 2022. The Bank regrets any frustration this may have caused the Customer.
  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:11/10/2022

  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.

  In 9/16 I ordered a pair of AirPods through the apple card issued by Goldman Sachs I then called in 9/21 to move it to installment , where Goldman Sachs handles the installment options of the Apple Card. Order # W1083921186 Once the order settled in the account i converted it to installments. However, after not liking the product I returned it. I was issued a full refund. However installment balance remains for a product I do not own! Ive spoken to apple 7 times. They keep sending me to Goldman Sachs due to GS handling the installment portion. On 10/9 , the installment balance reflected $209. On 10/10 , installment dropped to $*****. On 10/10 both Apple and GS representatives confirmed a ticket was filed for this to be cleared and wiped out. Ive spoken to GS for over a month regarding a resolutions and nothing has been resolved. Apple has received all products and $***** is due to me. Wipe out installment balance of ***** / give necessary refunds

  Business Response

  Date: 11/17/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 10, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to an Apple Card Monthly *************************** conducted an investigation and confirmed no error has occurred. The bank records indicate that on September 16, 2022, the Customer made a purchase on Apple.com in the amount of $264.56. The Customer did not use Apple Card Monthly Installments (****) for this purchase. As a result, the purchase amount was applied to the account as a standard transaction subject to the variable APR assigned to the Apple Card.
  The Customer contacted the Bank on September 26, 2022, and requested to convert the amount of $249.00 to Apple Card Monthly Installments. The Bank confirmed the amount was successfully converted to Apple Card Monthly Installment at 0% interest.  On October 07, 2022, the device was returned, and Apple issued a refund to the account. The refund was issued using the original form of payment as the purchase, and the standard revolving balance subject to interest was credited in the amount of $264.56, instead of the installment plan. The credit paid the revolving balance to $0.00, the remaining credit was applied to the installment plan, leaving an installment balance of $74.15. The Bank confirms the installment balance and the revolving balance subject to interest is correct as of the most recent statement for October 2022.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18386176
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************