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:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with ******************** earlier this year Jan 2025 I believe.I was unhappy with the service as they prevented me from pulling money out of the account.I decied to withdraw all of the funds out of the account.2 to 3 weeks later and I am trying to close the account. ********************, locked me out, they keep passing me onto one rude representative to another. They are not able to identify me. (asking repeatedly about an address my parents lived at 7 years ago, not changing questions etc).I have asked and offered to pursue alternative ways of identifying me. I was mocked and made to feel like I was tryingt o break the law. I am still unable to close my account or unlock it. I need a reperesentative to help me identify myself and close the account. That is my right.

  Business Response

  Date: 03/24/2025

  BBB Response *****
  ID#********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 18, 2025. The Bank appreciates the opportunity to address the concerns raised by Axelle ***** (the "Customer) related to accessing their ************** Account (OSA).
  On February 17, 2025, the Customer initiated an outgoing wire transfer. During the transfer processing review, the Bank identified security concerns regarding the transfer, contacted the Customer,and advised funds may only be transferred to the original funding account. On February 19, 2025, the Customer initiated successful outgoing transfers to the original funding account. However, on February 28, 2025, the Bank conducted an account maintenance review, identified security concerns regarding the Customers identity, and restricted the *** until the security concerns could be resolved. 
  On March 19, 2025, the Customer contacted the Bank regarding their account access. Unfortunately, due to an inadvertent error, the Bank specialist did not advise the Customer their OSA may close with the funds transferred to the original funding account. If the Customer requires assistance with transferring their funds to the original funding account and closing their OSA, the Customer may contact the Bank toll-free at 1-855-730-SAVE ***************), Monday to Friday, 8 am 10 pm, Saturday to Sunday, 9 am 7 pm ET for further assistance.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23078339
  
  I am rejecting this response because:

   

  I have tried calling the number above several times and I am not able to verify my identity nor trasnfer the funds nor close the account.

  I ask that the business calls me, supports me in identifying me and unlocking the account and finally transfer back the funds to the original bank account and close the ********************** account afterwards. My main complaint is similar to that of many users of Marcus, once Marcus decides to lock the account it is not possible for us to unlock it. We are stuck ina  vicious circle and encur undue stress to access our account and close it.

  
  Sincerely,
  
  Axelle *****

• Initial Complaint

  Date:03/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with AppleCard/GS bank USA. I do not have a contract with the collection agency, they did not provide me with the original contract as I requested.

  Business Response

  Date: 03/19/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on March 12, 2025. The Bank appreciates the opportunity to address the
  concerns raised by ******* ******* (the “Customer”) related to validating the
  debt owed for Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened an Apple Card and
  consented to the Apple Card Customer Agreement on March 30, 2022. As stated
  in the Apple Card Customer Agreement, the Bank may report information about
  the account to the Credit Reporting Agencies, which includes but is not
  limited to Late Payments, Missed Payments, or other defaults on the account.
  The Bank is unable to provide the Customer with a signed application as the
  Customer electronically consented to the Apple Card Customer Agreement by
  completing the application and opening the account.
  The Bank confirmed the account was reported accurately to the Credit
  Reporting Agencies. The Bank confirmed the account was closed and charged off
  as of July 31 ,2023, as a result of the Customer failing to make a payment to
  satisfy the minimum amount due by January 31, 2023. The Bank successfully
  delivered Statement Available Reminders, Payment Due Reminders, Missed
  Payment Reminders, and Eligible for Credit Bureau Reporting reminders to the
  email address on file. The Bank is obligated to report accurately to Credit
  Reporting Agencies and is unable to update the Customer’s credit reporting.
  The Customer is responsible for the account and the balance of $570.16
  provided in the latest statement.
  The Bank sent the Customer the requested documents on March 19, 2025,
  validating the Customer's debt including a copy of the Apple Card Customer
  Agreement and 16 months of statement history showing records of transactions
  and payments to validate the balance and the debt owed.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an Apple credit card on March 10, 2025. I received a denial, which the entire reason was false and misleading. I recently got a discharge from filing chapter 7 bankruptcy. My discharge was in January 2025. In the letter to me Golden Sacks stated that I had too much debt, outstanding debt and so on. This is completely untrue. Im debt free and was just accepted for two credit cards and a zero % car loan through *****. Goldman Sachs Bank USA Reasoning behind my denial was false and misleading. They shouldve actually read my credit report and acted accordingly. Which was furthest from the truth. To all they did was lie and give me false statements. I demand an apology and an approval for a credit card

  Business Response

  Date: 03/18/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 11, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******* (the Consumer) related to a declined application for ************************ conducted an investigation and confirmed no Bank error occurred.According to the Banks records, the Consumers most recent application was submitted on March 10, 2025. When a consumer submits an application, the Bank evaluates multiple factors, including the consume credit score, credit report (including current debt obligations), and the income reported on the application when reviewing the Apple Card application. Unfortunately, the Bank was unable to approve the Consumers application. Consequently, and in adherence with applicable law, the Bank sent the Consumer an email detailing the reasons the **** was unable to approve the application on March 10, 2025.This email provides contact information for the ************************* should the Consumer have concerns related to the accuracy of the information reported within the Consumers Credit Report. The Consumer may reapply at any time, but the Bank recommends waiting at least 30 days from the last application.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23049769
  
  I am rejecting this response because: The information given for the decline was misleading and false.  Mr ******* has ZERO DEBT and any and/or all accounts paid in full.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Goldman Sachs Bank USA, I do not have a contract with Goldman Sachs Bank USA, they did not provide me with the original contract as I requested.

  Business Response

  Date: 03/17/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the ************************ (BBB) Complaint Portal on March 11, 2025. ******** appreciates the opportunity to address the concerns raised by ***** ****** (the Customer) related to credit reporting for the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on May 14, 2020. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. ******** is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account.
  ******** confirmed the account was reported accurately to the **************************** The account was charged off on November 30, 2021, as a result of the Customer failing to make a payment to satisfy at least the minimum amount due by May 31, 2021. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. ******** is obligated to report accurately to ************************* and is unable to remove or update the Customers credit reporting.
  ******** conducted a review of interactions and was unable to locate a previous request for documentation validating the debt owed. ******** sent the Customer documents on March 13, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and twelve months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance of $2,848.22 provided in the latest statement from November 30, 2021.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a no penalty CD account they put my $10,000 in a regular CD account. I contacted merchant they next day. I had buyers remorse. They told me they would my money back in my bank account. As of 3/5/25. I gave not received my money back. Not have I heard back from them. Theft of services

  Business Response

  Date: 03/12/2025

  BBB Response Gottwald
  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 March 7, 2025. The Bank appreciates the opportunity to address the concerns raised by David Gottwald (the “Customer”) related to closing their Certificate of Deposit (“CD”).
  On February 28, 2025, the Customer opened and fund a 12-month CD account via the Bank’s website. On March 1, 2025, the Customer contacted the Bank requesting to close their CD as they had inadvertently opened the wrong CD account. On March 7, 2025, the Bank approved to close the CD without a penalty incurred and transferred the funds to an external account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called on I believe Sunday to see about lowering interest rate to maintain good standing on the account due to financial hardship. I was told there was no lower interest rate available. So I closed the account. What I was not told was to get payment assistance the account has to be open so now theres no assistance available. I want to keep the account in good standing. Today I spoke with a few folks that offered no assistance and if anything , sarcasm.

  Business Response

  Date: 03/12/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March ******. ******** appreciates the opportunity to address the concerns raised by **** ******** (the Customer) related to options offered by the ****************** hardship.
  ******** conducted an investigation and confirmed no Bank errors occurred.According to the Banks records, the Customer contact the Bank on February *******, and requested to lower the Variable Annual Percentage Rate on the account. ******** does not currently offer reductions of the accounts Variable Annual Percentage Rate at this time. During the conversation the Customer requested to close the account. As a result of the Customers request, the Bank successfully closed the account on February 23, 2025. ******** sent the Customer an email detailing the account closure.
  The Customer contacted the Bank on March 5, 2025, and requested to enroll in an Apple Card payment Plan. The Customers account is currently not eligible for a payment plan. The Customer should continue to remain in contact with the Bank for potential future enrollment. ******** is available 24 hours a day, 7 days a week by phone at ************** or by message from the Wallet app. ******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23025678
  
  I am rejecting this response because:
  
  when speaking with them , I was told there was no payment plan or reduction in APR since the account was closed.  That said , why would the first representative not tell me that before I closed it.  Had I known it had to be open I would have left it open and went that route. 
  *********,
  
  **** ********

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two years ago, I get a CD with Markus.2000. I called the first week in February to ask about my options at the maturity date, which was the end of February. Then I was told theres no account and the account was closed in September. I have been receiving my mail, but they say sometimes the mail is returned. Im not sure why its inconsistent. They close my account without calling me and letting me know my online profile says zero dollars so my money is missing. I dont have acheck account is zero. Three times I have called and they tell me theres an investigation. Theyll get back to me in three and four days. No one ever calls until I call themback and start all over again. Im getting the runaround.. they have my money its not getting interest and its still with them. I need them to issue a check ASAP. Even this month, I have two pieces of mail and they said one piece was returned on February 24. Im not sure why but the is correct because Im still getting mail. Since my first phone call a month ago, they can tell theres not a check cashed.

  Business Response

  Date: 03/11/2025

  BBB Deposits *******
  ID: ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 4, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the "Customer) related to accessing their Certificate of Deposit (**).
  On August 12, 2022, the Bank conducted an account maintenance review and identified that the Customers ** did not have a signature card on file. Accordingly, between August 2022 and August 2024, the Bank mailed multiple letters to the Customers address on file informing the Customer that a signature card is required. Per the Banks Deposit Account Agreement (DAA), the Bank requires all account owners to complete a signature card within 30 days of opening an account.
  On August 27, 2024, the Customer contacted the Bank, and a Bank Specialist stated the Bank must receive the completed signature card by September 15, 2024, or the Bank will close the *** On September 20, 2024, as there was no signature card on file, the Bank made a business decision to close the Customers **, and subsequently mailed the check with all funds from the closed account and a letter detailing the closure to the Customers address on file the following day.
  Between February 8 and February 13, 2025, the Customer contacted the Bank regarding their **, and was informed of the ** closure. Subsequently, the Customer indicated that they had not received the check sent by the Bank in September 2024, and requested to have the funds from the closed ** mailed to a new address via check. Due to an inadvertent error, the Bank specialist did not inform the Customer that a lost check affidavit was required to reissue the check.
  On March 4, 2025, the Customer contacted the Bank and informed that they have not received the requested check. Subsequently, the Bank opened an investigation into the Customers concerns. On the same day, the Bank mailed a lost check affidavit form to the Customer, which delivered to the Customers address on file on March 6, 2025.
  The Bank is currently waiting to receive the completed lost check affidavit.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/04/2025

  Type:Product 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 am writing to formally complain about the unauthorized closure of my Marcus by Goldman Sachs account, which contained approximately $89,187.52.Key points of my complaint:1. In November 2024 and again in January 2025, I sent an affidavit of identity by post as requested. I received no acknowledgment of these documents.2. On February 25, 2025, I received a letter informing me that my account had been closed. No prior notification was given regarding this action.3. When I called customer service, the representative was unable to provide any details about the transfer of my funds or how I could reclaim them.This situation has caused me significant distress and financial uncertainty. I request that Marcus by Goldman Sachs:1. Provide a detailed explanation for the account closure.2. Confirm the current status and location of my funds ($89,187.52).3. Return my funds immediately, or outline the process for me to reclaim my money immediately.4. Compensate me for any interest lost due to this unauthorized action.

  Business Response

  Date: 03/11/2025

  BBB Response ****
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the complaint via the Better Business Bureau Complaint Portal on March 4, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** **** (the "Customer) related to accessing their ************** Account (OSA).
  On November 6, 2023, the Customer initiated an outgoing transfer request from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer, declined the transfer,and restricted the account. From November 2023 to May 2024, the Customer did not contact the Bank regarding their account access.
  On June 26, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the address on file in order to resolve the concerns on August 14, 2024. The Bank did not receive the completed *** back from the Customer.
  On November 21, 2024, the Customer contacted the Bank regarding their account access. The Bank made an exception to resolve security concerns without an *** and a Bank specialist successfully authenticated the customer, however,erroneously did not remove the restriction on the Customers account.
  Due to the inadvertent error, on February 20, 2025, the Bank made a business decision to close the Customers *** as a restriction remained on the account. On March 4, 2025, the Customer contacted the Bank and a Bank specialist informed the Customer of the Banks decision.
  After further review, the Bank determined that the account closure was a result of the previously mentioned error. On March 6, 2025, the Bank re-opened the Customers OSA and restored their online banking access. Due to the experience, the Bank provided is Customer with a credit to their account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/13/2025

   
  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:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never bought anything from **** *** in MO. **** *** is not a supplier I would ever use

  Business Response

  Date: 03/11/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to GM Card via the Better Business Bureau (“BBB”) Complaint Portal on
  March 04, 2025. The Bank appreciates the opportunity to address the concerns
  raised by ********* ***** (the “Customer”) related to a transaction dispute
  with the merchant **** *** in the amount of $500.00.

  
  The Bank conducted an investigation and confirmed an inadvertent processing
  error occurred. The Customer initially disputed the transaction on December
  11, 2024, and February 10, 2025. The Bank applied a temporary credit while
  the disputes were investigated. Due to a processing error, the initial
  disputes were resolved incorrectly in the merchant’s favor. As a result, the
  temporary credits were reversed on February 10 ,2025 and March 04,
  2025.  The Bank sent the Customer an email detailing each dispute
  outcome.

  
  The dispute was reopened on March 04, 2025, and the Bank applied a temporary
  credit while the dispute was re-investigated. The dispute was ruled in the
  Customer’s favor due to insufficient evidence proving the Customer
  authorized the transaction.  As a result, the temporary credit that was
  applied to the Customer’s account was made permanent on March 11, 2025. The
  Bank sent the Customer an email detailing the dispute outcome. The Bank
  regrets the frustrations the Customer experienced.

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

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a savings account with them and tried to transfer 8000 out of it to fund an *** of mine for 2024. For some reason the automatic transfer came back to Marcus at which time they locked my account. ( week of ********. 2/24 I called and they said they couldnt verify me ( unable to even send my phone# a text) well have someone call you. On Fri 2/28 I called them back since no one called me. Finally got verified after 90 min on phone getting my daughter on the call ( joint on account) magically they could send me a text which I verified the code. I asked to close the account ( bad customer service) and send my money to my linked external account and was told this was all completed on 2/28. I called today 3/4 and Im getting the run around yet again- was told to call back in 3-5 days, that my account was still under investigation. What!? I just went through this last week, spent alot of time, and was verified to be me, and my account is still locked and they are holding my only money (savings) hostage. She could not give me any info again, just blamed it on the original 8000 transfer which somehow caused all this chaos. Please help, I need MY money and it seems like shady dealings. Im all about fraud protection, but this has gone way beyond that at this point. Thank you, ***** ******

  Business Response

  Date: 03/11/2025

  BBB Deposits ******
  ***********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 4, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ****** (the Customer) related to accessing their ************** Account (OSA).
  On February 21, 2025, the Customer initiated an outgoing transfer from their *** to an external account. Later that same day, the Customer contacted the Bank with concerns pertaining to the security of their online profile. However, the Customer did not provide the necessary information to authenticate themselves for a Bank specialist to assist. Subsequently, the Bank restricted the *** until the security concerns could be resolved.
  On February 28, 2025, the Customer contacted the Bank requesting to close their OSA. Unfortunately, due to a processing error, the Bank experienced a delay in closing the Customers OSA. On March 6, 2025, the Customer contacted the Bank regarding the closure of their account. ******************* specialist assisted in resolving the security concerns to allow for an outgoing transfer and re-initiated the closure of the ***. Later that same day,the Bank successfully processed the outgoing transfer and closed the account.
  Based on the above details, we kindly request this complaint be closed.