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:11/06/2022

  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 used my ** Rewards card issued thru Goldman Sachs Bank during a designated period, to receive a $50 credit. I never received the credit. The company states I did not use it on the correct card. I used it on the ** Rewards Card which is what the letter stated to do. The company is saying I should have used it on the ** credit card. Again, my letter which I faxed to their customer service line indicated ** rewards card. I have called 6 times, including today and was basically told to bad, so sad. I am so disgusted this multi-million dollar company can get away this this. I have been a long time customer and there appears nothing I can do about it. All I want is my rightful $50 credit since I used the card as indicated in the letter I received.

  Business Response

  Date: 11/10/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 6, 2022. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer)related to a rewards promotion.
  The Bank conducted an investigation and confirmed no bank error. As a courtesy, the Bank has provided a $50.00 credit to the account that was eligible for qualifying purchase.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 11/10/2022

   
  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:11/05/2022

  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 purchased a lawn mower in 2021 and I MUST have the (old) credit card number for a warranty issue.
  The purchase was made when Capital One had the account.
  This May, Goldman Sachs (Marcus) took over the account, issued NEW card.
  I did as I was told and destroyed the old card. Now I need the old card number so I can get warranty work done.
  I have been contacting Marcus all summer trying to get the number of the old card.
  They absolutely will not help/give me the old card number.
  Good luck!

  Business Response

  Date: 11/11/2022

  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
  6, 2022. We appreciate the opportunity to address the concerns raised by
  ******* ******** (the “Customer”) related to previous card numbers.
  
  The
  Bank conducted an investigation and confirmed the full card number for previous
  cards is not available. We regret the frustrations the Customer has
  experienced.
  
  Based on the above details, we kindly
  request this complaint to be closed.

• Initial Complaint

  Date:11/04/2022

  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 fianc and I have a joint savings account with Marcus. We have deposited into it from a variety of verified accounts. This account was opened to pay for our wedding. Now that we are needing to withdraw money to pay for wedding expenses, Marcus is saying that they need to verify the account were transferring into (which is an account we have used as a source of funds to transfer into the Marcus account). I agreed to make a three-way call with the bank we were wanting to transfer funds to (****** Bank) to verify the account. I did this once today, was escalated to a specialist at Marcus, and was then told that the person who placed a three-way call from Marcus didnt have the authority to do so, and I would need to do another three-way call. The employee at ****** said that they didnt have a manager to take the verification call at that time and to call back. The Marcus employee said that they would give me a call back in ten minutes to resolve the issue. I waited forty minutes before calling back into Marcus. At that time, I spoke with multiple people before being transferred to someone who had the authority to place another three-way call to ******. At that time, we spoke with the same woman as before at ******. The employee from Marcus verified SSN, address, account type, that it was a personal account, and that it was open and active. I was then told that the account was verified and my fianc just needed to call to unlock his online account. Upon him calling, the Marcus representative once again said that the ****** account was not verified. They then proceeded to tell us that they were waiting for a fax from ****** which had never been mentioned on previous phone calls. They also said that they didnt have anyone able to unlock my fiancs account at the time. Upon calling back, they were magically able to unlock his account in order to close it. Over the course of four hours on the phone today, no one was able to resolve the issues and get us our money

  Business Response

  Date: 11/11/2022

  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 5, 2022. ******** appreciates the opportunity to address the concerns raised by ********************************* (the Customer) related to accessing an ************** Account (OSA) held by the Bank.
  
  On November 3, 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 related to the external account ownership. ******** unsuccessfully attempted to contact the Customer to clear the concerns and left a voicemail asking the Customer to contact the Bank. Accordingly, the Bank reversed the transfer and placed a restriction on the account until the Bank could clear the security concerns.
  
  On October 4, 2022, the Customer contacted the Bank inquiring into the status of the transfer. To clear the security concerns, the Bank required an ownership verification via placing a three-way call with the external institution. Unfortunately, the Bank and the Customer unsuccessfully attempted twice to complete the verification with external institution; the external institution provided the required ownership verification on the third attempt.  ******** restored the Customers online banking access, and on November 07, 2022,the Customer successfully initiated a new transfer from their account.
  
  Based on the above details, we kindly request this complaint be closed.  
  

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18361518
  
  I am rejecting this response because:

  The THIRD time I called into Marcus, I supposedly had my account verified (which is what they said the first two times, as well). However, when my fianc tried to get his account unlocked in a follow-up call, they said that there was a transfer to an unverified account initiated, and they were still unable to unlock his account or make a transfer. Upon the response, he asked to close our joint account. At that point, they were magically able to unlock his online account and successfully make a transfer in order to close the account. This issue wasnt resolved. We just chose to not accept the incompetency and erratic procedures of the institution. 

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

• Initial Complaint

  Date:11/04/2022

  Type:Sales and Advertising 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.

  A couple of months ago I transferred funds from Amerant to Marcus bank. And a few of days ago I initiated a transfer from Marcus to Capital One and Marcus bank declined the transfer because they couldn't verify my account with Amerant bank. Amaerant bank has a policy not to do verification on the phone. This caused lot of hassle to transfer funds to Capital One. I had to transfer funds back to Amerant and then from Amerant to Capital One. Since I had to transfer funds to Capital One before a specific date, I had to use a wire transfer service, and it cost me $35 dollars. This was an unnecessary expense that came with a lot of hassle to transfer funds which could have been avoided if Marcus had verified my account earlier when I initially transferred fund to their bank. Therefore, I would like Marcus to refund the $35 wire transfer fee to compensate for this inconvenience and avoidable expense.

  Business Response

  Date: 11/11/2022

  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
  4, 2022. The Bank appreciates the opportunity to address the concerns raised by
  ***** ******** (the “Customer”) related to transferring funds in an Online
  Savings Account (“OSA”)
  The
  Customer funded their OSA on July 15, 2022 and September 1, 2022 from an
  unverified external account. On October 18, 2022, the Customer initiated an outgoing ACH transfer from their
  OSA to a separate external account; however, the Bank required ownership
  verification of the external funding account before permitting the transaction.
  The Bank sent the Customer an e-mail requesting the Customer to contact the
  Bank. The Bank also contacted the funding account institution; however, the
  institution informed the Bank that they do not participate in verification over
  phone. As a result, the Bank reversed the transaction and restricted the
  account until the security concerns could be addressed.
  On
  October 19, 2022, the Customer contacted the Bank, and the Bank successfully
  cleared the security concerns and restored the Customer’s account access. On
  November 1, 2022, the Customer contacted the Bank and requested reimbursement
  for an incidental external wire fee that the Customer incurred due to the delay
  in transferring funds. On November 5, 2022, the Bank credited the Customer’s
  account with a goodwill credit.
  Based on
  the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 11/14/2022

  
  
  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:11/04/2022

  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 credit card with Marcus by Goldman Sachs, and every month I pay my bill in full and before the due date. And the next month I always receive an other statement for interest. How is this possible? I believe this company is nickel and diming all of its customers. The only reason I have not cancelled this card yet is because I have point towards a new vehicle, but I do not use this card anymore. Please check into this company thanks

  Business Response

  Date: 11/07/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 4, 2022. We appreciate the opportunity to address the concerns raised by ******************************* (the Customer) related to interest charges.

  
  The Bank has conducted an investigation and confirmed the Customer is not an account owner and is not responsible for an account. We encourage the account owner to contact the Bank at ************ so that we may offer further assistance.

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

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18357835
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************;

  I am am authorized user on the account worn my husband ************************* being the account holder. I pay all the bills. I also made a phone call with ****** on the line to complain about your policies 

• Initial Complaint

  Date:11/04/2022

  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 trying to resolve a bill and they wont let me they keep adding interest and late fees no matter what I do. I have called then 8 times to resolve this matter but to no avail. Every time I call someone new tells me something different. I had a 800 credit rating but no I fear they have ruined it. I just want to be done with them and not use their card again. No one in bank can tell me what to do to end this. They just sent me a bill and I told the manager Ill pay the $75 and she said no in Dec you will get late charges again. Totally ridiculous. I should not have to pay a ***** the postal service lost my payment and I re-issued another check in full and they have charged me penalties since not letting me to get even and go on with my life. Please help me.

  Business Response

  Date: 11/09/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on November 4, 2022. We appreciate the opportunity to address the concerns raised by ******************************* (the Customer) related to interest charges and fees.

  The Bank conducted an investigation and confirmed no bank error. To avoid interest charges, Customers are required to pay the statement balance in full by the due date. According to our records, the Customer did not pay the full statement balance for the statement of April 26, 2022 to May 25,2022 by the due date of June 22, 2022. The Customer carried a balance over multiple months which would cause interest to accumulate daily. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement. As a courtesy, the Bank backdated the payment of $65.00 received on September 27, 2022 to August 22, 2022 resulting in $81.22 of interest and fees refunded on November 9, 2022. The account currently has a credit balance of $5.47. The Bank is unable to credit additional interest charges or update credit reporting as requested. The Bank regrets the frustrations the Customer experienced.

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

• Initial Complaint

  Date:11/02/2022

  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 called the Fredicksburg VA ****** to speak to a representative about the lack of complete wire transfer instructions on the marcus web site. Specifically no address indicated on website for me to give bank so they could wire $ into my Marcus account. I spoke to a less then professional **************, who explained that there was not anything she could do to assist but would pass the info along. I asked to speak to her supervisor and she explained that she does not have one. After much unnecessary back and forth i asked who signed her check *************************. Supposedly a case has been opened *********** to get resolution. Thanks

  Business Response

  Date: 11/09/2022

  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 2, 2022.The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to accessing wire transfer instructions online.
  
  On November 2, 2022, the Customer contacted the Bank to locate wire transfer instructions,specifically the Banks wire transfer address, on the Banks website.  The Bank specialist was unable to locate the wire transfer instructions and instead offered to submit feedback on behalf of the Customer. The Customer requested a callback, and the Bank specialist created a case for the callback.
  On November 7, 2022, the Bank unsuccessfully attempted to contact the ***************** left a voicemail advising the Customer to contact the Bank so that they can provide further assistance.
  Wire instructions are located on the Marcus.com FAQs page under How can I fund my account or make deposits? The Banks routing transit number is *********** and the wire transfer address is:
  Goldman Sachs Bank ******************************************************
  Based on the above details, the Bank kindly request this complaint to be closed.
  
  

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18349797
  
  I am rejecting this response because it did not address the horrible customer service i received. i trys ny to get that individuals supervisors name and number this individual has no supervisor and no one that she reports to. 

   

  i finally had to ask her for name of the person that signs her check which she did provide but as a customer i dont think i need to escalate this kind of easy question to the president who inevitably signs her check.

   

  while the needed information is in fact on the web site the staff i spoke to were obviously not knowledgeable about where to direct me to the info i needed to make a deposit into my account. 

  a more complete resolution would be an apology and the retraining of this individual and perhaps other team members so when i and or other customers call into marcus they dont receive the same horrible service i did for what i believe was a very simple request. 

  please go back to that recorded call and listen to it.  the unnecessary back and forth when seeking a simple answer is just plain frustrating! 

  if in fact these marcus employ  dont have supervisor and or more knowledgeable staff that a customer can be directed to above them then please let me know. 

  i feel i was blatantly lied to and as a customer that just does not work for me. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/29/2022

  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 invested money with this company months ago thinking it was a good company. This was done in good faith. Then I needed to the money and called later to cancel the account and asked for it back. I closed the account on September 6,2022. I was told it would take a few days to get it out to me. When I called later I was told it went out on September 19. It is now October 29 and I have called several times since then and still have not received the $50,132.54 I should have gotten . They have kept my money without even sending the forms at that point I was told I would have to have to fill out in order to get my money.This so called bank is a fraud and should be closed. I spoke with ****** when I last called on the 20th of October. I was furious as you could imagine and don't know what else I can do.

  Business Response

  Date: 11/04/2022

  BBB Response Diamond
  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 October 29, 2022. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer)related to closing a Certificate of Deposit (CD).
  On September 12, 2022, the Customer called in and requested to close their CD via check. A Bank Specialist took the request and advised the Customer that the closure may take up to **** business days. On September 20, 2022, the Bank closed the CD and mailed the check to the Customers address on file.
  On October 11, 2022, the Customer contacted the Bank and advised that the check had not arrived at their address. The Bank reviewed the courier tracking details and informed the Customer that the check was being returned to the Bank, as the courier was unable to deliver to the address on file. The Bank received check on October 21, 2022, and subsequently reopened the CD and reposted the funds to the account on October 28, 022.  
  On October 29, 2022, the Bank contacted the Customer to provide further assistance. The Customer requested to close the CD and transfer the funds to an external account by ACH transfer, which the Bank completed on October 31, 2022.  
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:10/28/2022

  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.

  Just started using my new gm credit card and they've issued me a due date of the 21st of the month. I called them to ask them to please change it to first days of the month like most bills are and in order to be in sync with other payments I have to make, but also to be in sync with the money that comes in at the first of the month.To my complete surprise, they advised me that they couldn't do it. I was shocked, I've always been able to do it with other cards and was also surprised because it's not really something that it's too demanding--heck it's not demanding at all!

  Business Response

  Date: 11/03/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on October 28, 2022. We appreciate the opportunity to address the concerns raised by ******************* (the Customer) related to due date.

  
  The Bank conducted an investigation and confirmed no bank error. The Bank has attempted to contact the Customer to advise that at this time the Bank does not offer the option of changing the due date.

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

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18329747
  
  I am rejecting this response because: its unadulterated bs. Dont tell me that you cant change a simple date. Others credit cards do it all the time. Maybe you just dont care too because your such a big company that you dont think you have to give customer service.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/28/2022

  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've opened a Marcus account and transferred money to take advantage of their high-interest rates. I was supposed to get a better right due to a promotion. A few days later after I signed in my account was locked. I called multiple times (5+) to get explanations as to why my account was locked and my money is there. Everytime I couldn't get a decent answer. Since, I've been asking to close my account and refund my money with the interest that accumulated, I did get an email that my account was closed 3 weeks ago, but I never saw my money back. I'm still trying to understand what's going on and where did my money go. This is the worst customer service I ever had. I would like to get my money immediately with the interest rate they owe me and an explanation why my account was locked.

  Business Response

  Date: 11/04/2022

  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 October 28, 2022.The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to accessing an ************** Account (***)held by the Bank.
  
  According to the Banks records, on September 2, 2022, the Customer opened an *** through Banks website. Subsequently, the Customer funded the *** from an unverified external account. The Bank identified red flags related to the Customers identity and restricted the account until the red flags could be cleared. For security purposes, and in accordance with the Banks Deposit Account Agreement, the Bank may conduct a review of a customers account for the protection of customers,and the Bank has the right to restrict or close an account at any time without notice.
  On September 16, 2022, the Customer contacted the Bank as they were unable to access the account. The Bank was unable to clear the red flag concerns and made a business decision to close the account. The account was successfully closed to internal holding account on October 14, 2022. On the same day, the Customer contacted the Bank to inquire about the fund status. A Bank specialist inadvertently advised the Customer that the funds went to funding account. With this response the Bank is requesting the Customer to contact us in order to transfer the funds to originating funding account.
  Based on the above details, the Bank kindly request this complaint to be closed.