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: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. 
  

• Initial Complaint

  Date:03/03/2025

  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 opened 5 CD accounts ($1,000 each) on 2/2/25 with $5k transferred from my bank account (processed on 2/3). Days later, I received a weird email saying my statement delivery preferences were changed. I tried to log in and received a "security lock out" screen saying that I had to call **************. I called and was told Marcus was closing my account for "security" reasons without further explanation and was told I would receive my money back in 7-10 business days. A 2/10 email instructed me to "call about your account as soon as possible." I called again and was told the same thing. It is 3/3/25 and I have not received my $5k back nor have I received an explanation of why my account is cancelled.

  Business Response

  Date: 03/07/2025

  BBB Response Brown
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 3, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the "Customer) related to their Certificate of Deposits (**).
  On February 6, 2025, the Bank conducted an account maintenance review and identified security concerns with the Customers profile. Due to the ongoing security concerns, the Bank made a business decision to close the Customers ** accounts. Later that same day, the Customer contacted the Bank regarding their account access, but a Bank specialist informed the Customer of the Banks decision. Unfortunately, the Bank experienced a delay in closing the accounts.
  On March 6, 2025, the Bank successfully processed the Customers request to transfer the funds to the original funding account. Subsequently, the Bank closed the ** accounts.
  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 it is factually correct, albeit incomplete.  Only after I filed this complaint and then spent hours on the phone did the company return my funds. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/02/2025

  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 have online CD accounts with Marcus by Goldman Sachs that will be matured in April 2025.
  
  On February 25, 2025, I changed one CD account's mature plan to be closing the account and transfering the money to an linked account with a different bank.
  
  On February 26, 2025, I received an email from Marcus said, "Please give us a call about your account as soon as possible at 1-855-730-7283, etc". Then I found that Marcus has locked my account. So I contacted the cusomer service. They said that their system could not send verification codes to my phone #, even though my phone is fully functional and I used it to login my account everytmie. I ask them to use my email in profile to send the codes, but they said their system is not allowed. They put my account under a review process. They said some one will call me.
  
  On February 27, 2025, since no one called me, I called Marcus to ask the status and the timeline to unlock my account. No one can provide me with any information.
  
  On February 28, 2025, I called to ask a supervisor or manager's answer, still no one can answer me. They don't tell me how long this process will take..
  
  I never see an online bank lock customer's account for so long with such a ridicously reason. Thank you for your prompt attention to this matter. Please unlock my account immediately.

  Business Response

  Date: 03/10/2025

  BBB
  Response ****
  ID
  ********
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Better Business Bureau Complaint Portal on March
  3, 2025. The Bank appreciates the opportunity to address the concerns raised by
  Haiyan **** (the "Customer”) related to accessing their online banking
  profile.
  On
  February 25, 2025, the Customer provided instructions to the Bank requesting to close their Certificate
  of Deposit (“CD”)(account ending in 8919) at maturity and transfer the funds to
  a linked account. On February 26, 2025, during an account maintenance review, the
  Bank identified security concerns regarding the linked account and sent a
  notification to the Customer’s email to address the concerns. Subsequently, the Bank restricted the
  Customer’s online banking access until the concerns could be resolved. Later that same day, the Customer
  contacted the Bank regarding their account access, but the security concerns
  remained.
  On March 3, 2025, the Customer contacted the Bank to address the
  concerns. To resolve the security concerns, a Bank specialist conducted an
  authentication process to verify the Customer’s identity. In addition, the Bank
  specialist conducted a three-way call with the Customer and the external
  institution to verify the ownership of the external account. Following the call,
  the Bank specialist restored the Customer’s online banking access.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/28/2025

  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 recently leased a 2025 ****** Equinox form *************** , *********. One of the provisions was to accept a Goldman Sachs credit card / Marcus with a $1,000.00 balance on it along with the final payment of $3,287.80 which was paid by check on 10-23-24 . I never got any written info on when I should make any payments for the Goldman Sachs credit card / Marcus .I am then contacted by Goldman Sachs / Marcus in early December 2024 requesting a payment. I make a $500.00 payment on 12-3-24 and make a second payment of $530.00 on 12-12-24 to zero out the balance and request the account closed. the additional $30.00 i was told was interest accrued in the account. I get contacted again by Goldman Sachs / Marcus on 2-5-25 that even though i pad off the balance and closed the account on 12-12-24, there were fees and interest accrued totaling $11.64 that I still owed them. I argued that if I closed the account and paid the balance of $530.00 on 12-12-24 how could I have additional fees and interest accruing. I paid the $11.64. on 2-6-25 thought I was finished with Goldman Sachs / Marcus,. Yesterday , 2-27-25, my wife received another message from Goldman Sachs / Marcus requesting $.06 which is due on 3-23-25 . It's not the amount that is upsetting us. It's the annoying badgering from Goldman Sachs / Marcus that is got us thinking that this is somekind of scam to get anything from clients .Please help us.***** Kerkenides ************ **********************

  Business Response

  Date: 03/07/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on February 28, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** Kerkenides (the Consumer) related to interest assessed for *********************** conducted an investigation and confirmed no Bank error occurred. The Bank conducted an investigation and did not identify a GM Card account with the information provided by the Consumer. The Bank is unable to discuss another Customers GM Card account. The account owner should contact the Bank directly with questions or concerns related to the account. The Bank is available 24 hours a day, 7 days a week by phone at ************** or by chat on ****************************** through the account dashboard.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 03/11/2025

   
  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,
  
  ***** Kerkenides

• Initial Complaint

  Date:02/28/2025

  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 recently reviewed my credit report and noticed an inaccurate and invalid account reported by GS BANK USA. This account is not valid, and its presence on my report is a violation of the Fair Credit Reporting Act (FCRA).
  
  Under the FCRA, all reported accounts must be accurate, verifiable, and legally collectible. This account does not meet these standards, and I am requesting its immediate removal. I have not received proper validation of this debt, and without sufficient proof, it should not be reported.
  
  I am formally disputing this entry and requesting that it be deleted from my credit report. If the furnisher cannot verify the accuracy and legitimacy of the account, it must be removed in compliance with federal law.
  
  I experienced my daughters father being murdered so i was unable to do anything but focus on her mental health as a priorty.

  Business Response

  Date: 03/06/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on February 28, 2025. The Bank appreciates the opportunity to address the
  concerns raised by **** ****** (the “Customer”) related to credit reporting
  for the 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 July 14, 2021. 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
  account was charged off on July 31, 2022, as a result of the Customer failing
  to make a payment to satisfy the minimum amount due by January 31, 2022. 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 confirmed the account was
  reported accurately to the Credit Reporting Agencies. The Bank is unable to
  remove trade line from the Customer’s credit report.
  According to the Bank’s records the Bank previously sent debt validation
  documents on March 31, 2023, October 30, 2023, and February 13, 2024. The
  Bank resent the requested documents on March 4, 2025, validating the
  Customer's debt including a copy of the Apple Card Customer Agreement and 13
  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 on the account in the amount of $2,585.65 provided in the latest
  statement from July 31, 2022.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The debt validation letters were in fact NOT validation but simply transactions which include numerous inaccuracies which result in $1000 fine for each inaccuracy so if this is not resolved my next step will be to sue for each inaccuracy.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:02/27/2025

  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.

  Complaint Description:I have been trying for over 30 days to make an electronic payment toward my Apple Card balance using my bank. Throughout this time, I was given the runaround by customer service representatives, who failed to provide clear answers regarding why my payment was not processing.Just today, after repeated attempts, I spoke with a representative named *****, who informed me that Apple Card does not accept balance transfers. This was the first time I was clearly told this information, despite my numerous inquiries.Had I been informed from the start that balance transfers were not accepted, I would have immediately paid my balance over 60 days ago using another method. Instead, I have now accrued over two months of interest due to their lack of transparency.This is unacceptable. I expect Apple Card (Goldman Sachs Bank USA) to provide clear and upfront payment options to customers rather than misleading them with vague or incomplete information. I am seeking a resolution for the interest unfairly accrued due to their failure to disclose this policy in a timely manner.Desired Outcome:I request that Apple Card (Goldman Sachs Bank USA) refund the interest charges that have accumulated due to their failure to disclose that balance transfers were not accepted. Additionally, I urge them to improve their customer service training to ensure that payment policies are communicated clearly and promptly to avoid misleading customers in the future.

  Business Response

  Date: 03/06/2025

  
  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 27, 2025. ******** appreciates the opportunity to address the concerns raised by ****** **** (the Customer) related to payments made and interest assessed on the ****************************** conducted an investigation and confirmed an inadvertent communication error occurred. ******** conducted a review of interactions and was able to locate that Customer contacted the Bank between January 30, 2025 through February 27, 2025 in regards to obtaining credit information to initiate a balance transfer from their external financial institution to the Apple Card. Due to an advertent communication error the Bank representatives failed to properly inform the Customer balance transfers are only accepted via check until February 27, 2025. ******** accepts payments made via ***, check, bill pay or ***** Cash. The Customer may refer to the Making Payments section of the Apple Card Customer Agreement for additional details. ******** confirmed the Customer was attempting to make a payment with a credit card.
  
  To avoid interest charges, customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, customers are charged interest on the monthly balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement. The Customer did not pay the monthly balance of $3,041.99 due by January 31, 2025. As a result, the Customer was assessed interest in the amount of $69.44.
  
  ******** applied an interest credit in the amount of $25.00 to the Customers account on February 6, 2025. On February 28, 2025, the Customer made a payment in the amount of $1,200.00. Due to the misinformation, the Bank backdated the payment in the amount of $1,200.00 to January 31, 2025, and reimbursed the Customer for the interest for the balance paid in the amount of $27.03. ******** regrets the frustrations the Customer experienced. The Bank attempted to contact the Customer on March 5, 2025, but was unsuccessful.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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 has locked my bank accounts and will not release my $39,000. I submitted the letter of affidavit two weeks ago and when I call them, they say they cannot speak with me because they cant authenticate me. I provided my social, address, and date of birth however they still will not advise me what is happening with my money. They claim because my phone number which I have had for decades can not be authenticated even though I have been banking with them for several years now with that number.

  Business Response

  Date: 03/05/2025

  BBB Response Wintemberg
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on February 26, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ********** (the "Customer) related to accessing funds from their ************** Account (***).
  On January 27, 2025, the Bank received a withdrawal request from the Customers *** (account ending in ***** to an external account. During the transfer processing review, the Bank identified security concerns regarding the Customers identity and attempted unsuccessfully to contact the Customer. Consequently, the Bank restricted the Customers account until the security concerns could be resolved.
  Later that same day, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank requested the Customer to complete an Affidavit of Identity ****** which the Bank received on February 28, 2025. Subsequently, on March 3, 2025, the Bank restored the Customers online banking access. On March 5, 2025, the Bank successfully processed the Customers request to close the *** (account ending in 6731) and transfer the funds to an external account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/24/2025

  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.

  12-14-2024 written request sent to Marcus (by Goldman-Sachs’s) to NOT rollover my CD and close the account and transfer the total amount of over $500,000.00 to either my personal or Trust banking account at ********.
  I have not received my funds despite numerous (over 30) phone calls. During these phone calls, Marcus identifies a problem with the transfer and identifies a solution and assures me my fund will be transferred but they never have. Each phone call presents a new problem and now, over 3 months later, they tell me my account is frozen pending review.
  The solution is for Marcus to transfer my funds to either my Trust or personal account at ******** both of which they have the account numbers.

  Business Response

  Date: 03/04/2025

  BBB Response Rees
  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 February
  25, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ***** **** (the "Customer”) related to the closure of their Certificate
  of Deposit (“CD”).
  Per the Bank’s records, on December 18, 2024, the
  Customer contacted the Bank to provide instructions to close their CD (account
  ending in ****) at maturity and receive the funds via
  check. During the closure processing review, the Bank identified security
  concerns regarding the Customer’s identity and sent a notification to the
  Customer’s email to address the concerns. Subsequently, the Bank restricted the
  Customer’s account and denied the transfer.
  On January 21, 2025, the Customer
  contacted the Bank, and the Bank specialist successfully authenticated the
  Customer and cleared the security concerns. Unfortunately, due to processing
  errors, the Bank experienced a delay in re-initiating the closure of the
  Customer’s CD (account ending in ****) and requires Customer
  authorization to proceed. The Bank will contact the Customer to obtain transfer
  authorization to close their account. 
  Based on the above
  details, the Bank kindly requests this complaint to be closed. 
  

• Initial Complaint

  Date:02/24/2025

  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 opened an 18-month CD with Marcus by Goldman Sachs in August 2023. The maturity date of the CD was 2/10/25. On January 15, 2025, I filled out the requisite Maturity Plan, asking to have the account closed at maturity and then have the funds transferred to an external bank. I received an email confirming my request. When I noticed the funds hadn't been transferred after 2/10, I contacted Marcus on 2/11 and was told the request looked good and all the instructions were there in the "Maturity Center" and in progress but it would take up to 5 days for the transaction to close. On February 19, when the funds still hadn't shown up at the external bank and were still showing in my Marcus, account, I again called and was told this time that there was an "issue", but the agent couldn't tell me what it was, but "no worries" I wouldn't be charged the Early Withdrawal Penalty! It is now February 24, two weeks since the CD maturity date, and today's call once again yielded a "we are manually closing the account but it will be a few days before this is completed" answer. My account has been sitting for 2 weeks without earning interest, and Marcus acts like they are doing me a favor by offering to waive the "Early Withdrawal Penalty" when my instructions were clear and confirmed on January 15th, almost a month prior to the CD maturity date, and subsequently confirmed on February 11th. Like others filing complaints, I've effectively been locked out of my account and given no clear explanation for any of this. I need my account closed immediately and the funds transferred per my instructions.

  Business Response

  Date: 03/04/2025

  BBB
  Response Bashur
  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
  February 25, 2025. The Bank appreciates the opportunity to address the concerns
  raised by ******* ****** (the "Customer”) related to closing their
  Certificate of Deposit (“CD”).
  On
  January 15, 2025, the Customer provided the Bank with Early
  Instructions to close their CD at maturity and transfer the funds to an external
  account. Due to an inadvertent error, there was a delay in the Bank’s ability
  to process the Customer’s request at maturity on February 10, 2025.
  Subsequently, the Customer contacted the Bank regarding the
  CD closure and the Bank specialist advised that the CD was not closed due to a restriction
  on the account. After further review of the Customer’s profile, on February 18,
  2025, the Bank resolved the security concerns and began processing closure of
  the Customer’s CD.
  The Bank is currently in the process of closing the
  Customer’s CD and transferring the funds to an external account, per the
  Customer’s request.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Business Response

  Date: 03/04/2025

  BBB
  Response Bashur
  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
  February 25, 2025. The Bank appreciates the opportunity to address the concerns
  raised by ******* ****** (the "Customer”) related to closing their
  Certificate of Deposit (“CD”).
  On
  January 15, 2025, the Customer provided the Bank with Early
  Instructions to close their CD at maturity and transfer the funds to an external
  account. Due to an inadvertent error, there was a delay in the Bank’s ability
  to process the Customer’s request at maturity on February 10, 2025.
  Subsequently, the Customer contacted the Bank regarding the
  CD closure and the Bank specialist advised that the CD was not closed due to a restriction
  on the account. After further review of the Customer’s profile, on February 18,
  2025, the Bank resolved the security concerns and began processing closure of
  the Customer’s CD.
  The Bank is currently in the process of closing the
  Customer’s CD and transferring the funds to an external account, per the
  Customer’s request.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/07/2025

  
  
  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,
  
  
  
  ******* ******

  Customer Answer

  Date: 03/07/2025

  
  
  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,
  
  
  
  ******* ******