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:02/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Marcus by Goldman Sachs for unjustly locking access to my savings account (Account ************* without notice or valid justification. Despite successfully verifying my identity through OTP and a secret word, the bank has refused to restore access, citing an indefinite further investigation with no resolution timeline.Key issues include:- Unauthorized account freeze: I was never notified by Marcus about the lockout and only discovered it when my credit card payment bounced, risking damage to my credit score.- Failure to resolve: A supervisor acknowledged the lock stemmed from legitimate activitiesa transfer from **************** and a mobile login from ***** (both authorized by me)but offered only an expedited review with no deadlines.- ******************** standards: For an institution managing $500 billion in assets, this lack of transparency and urgency is inexcusable.I request immediate account reinstatement, written confirmation of resolved issues, and compensation for any credit harm incurred due to missed payments on multiple credit cards.Sincerely,Rakesh

  Business Response

  Date: 02/28/2025

  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 February 24, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the Customer) related to accessing funds in their ************** Account (OSA).
  On February 12, 2025, the Bank conducted an account maintenance review of the Customers profile and identified security concerns regarding their linked accounts.Subsequently, the Bank restricted the Customers OSA until the security concerns could be resolved.
  On February 22, 2025, the Customer contacted the Bank regarding their account access. To resolve the security concerns, a Bank specialist completed an authentication process to verify the Customers identify and confirmed the ownership of the external account. ********************** specialist did not restore the Customers account access following this call. Consequently, the Customer experienced a delay in accessing their account.
  After further review, on February 25, 2025, the Bank restored the Customers online banking access. Due to the experience, the Bank is providing the Customer with a credit to their account as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/03/2025

  Dear Marcus by Goldman Sachs,
  

  While I appreciate the resolution of my account access issue, I find the overall handling of the situation unsatisfactory. My primary concerns are:
  - Lack of communication: No formal notifications were sent when my account was locked or unlocked.
  - Transparency issues: The security review process and reasons for account restriction were not clearly explained.
  - **************** gaps: The initial authentication call failed to restore account access, causing unnecessary delays.
  I request that Marcus implement the following improvements:
  - Automated notification system for account status changes.
  - Clear communication of security review processes and timelines.
  - Enhanced training for customer service representatives to ensure proper account restoration procedures.
  These changes would significantly improve customer experience and prevent similar issues in the future.
  

  Sincerely,
  Rakesh

• Initial Complaint

  Date:02/21/2025

  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.

  Demand for Deletion of Unverified Charge-Offs Under FCRA, IRS 1099-C, and GLBA Dear Dispute Department, I am disputing a charge-off
  appearing on my credit report due to inaccurate, unverifiable, and potentially illegal reporting practices. Under FCRA 15 U.S.C. § 1681(c)(2), IRS 1099-C guidelines, GLBA 15 U.S.C. § 6802, & identity theft fraud protections under 18 U.S.C. §1028A, I demand an immediate reinvestigation of the accounts listed below.
  
  Account Number: ******
  Date Opened:12/7//2022
  Charge Off Amount: $8,881
  
  Account Number:******
  Date Opened: 12/17/2022
  Charge Off Amount: $3,992
  
  Account Number: 110008
  Date Opened:12/6/2022
  Charge Off Amount: $5,221
  
  Legal Basis for Immediate Deletion
  
  1. FCRA 15 U.S.C. §1681(c)(2) – Expedited Deletion of Disputed Information
  • If an account cannot be verified within 30 days, it must be deleted immediately. 2. FCRA 15 U.S.C. § 1681(b) – Prohibition of Inaccurate Reporting
  • Credit reporting agencies must not report unverifiable or misleading data. 3. IRS 1099-C Debt Cancellation – Fraudulent Charge-Off Reporting • If a
  1099-C was issued, continued reporting of a balance is illegal and must be removed. 4. GLBA 15 U.S.C. §
  6802 – Unauthorized Disclosure of Financial Information
  • If a creditor sold or transferred an account, Goldman Sachs must not report outdated charge-offs. 5. 18 U.S.C. § 1028A –
  Fraudulent Reporting and Identity Theft • If any of these accounts were reported without my knowledge, they must be deleted.
  Required Action from Goldman Sachs
  • Provide Original Documentation – If the charge-offs are accurate, Goldman Sachs must obtain original documentation. A simple data match is not sufficient.
  • Verify 1099-C Issuance – If any creditor forgave the debt and filed a 1099-C with the IRS, the charge-off must be deleted. • Remove Unverifiable Entries – If
  an account cannot be validated within 30 days, you must delete it permanently under FCRA guidelines

  Business Response

  Date: 03/03/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the GM Card, and GM Business Card via the Better Business Bureau
  (“BBB”) Complaint Portal on February 24, 2025. The Bank appreciates the
  opportunity to address the concerns raised by ******* ******** (the
  “Customer”) related to debt validation and credit reporting for a GM Rewards,
  and a GM Business account.
  The Bank conducted an investigation and confirmed no error occurred. Based on
  the Bank’s investigation, the Bank determined the Customer is liable for both
  accounts. According to the Bank’s records, the Customer opened both a GM
  Rewards and Business account and consented to the GM Card and GM Business
  Card Customer Agreements on December 6, 2022, and December 17, 2022.  As
  stated in the GM Card and GM Business Card Customer Agreements, 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 confirmed the accounts were closed and charged off on November 24,
  2023, and December 12, 2023, as a result of the Customer failing to make a
  payment to satisfy the minimum payment due by June 21, 2023, and May 9,
  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 confirmed
  the account was reported accurately to the Credit Reporting Agencies. The
  Bank is obligated to report accurately to Credit Reporting Agencies and is
  unable to update the Customer’s credit reporting.
  The Bank has not cancelled either debt, and an IRS form 1099-C has not been
  issued for either account. The Bank sent the Customer documents on February
  28, 2025. validating the Customer's debt including copies of the Customer
  Agreements and full statement history showing records of transactions and
  payments for both accounts. The Customer is responsible for the balance on
  the account in the amount of $3,992.14 and $5,221.75 provided in the latest
  statement from November 2023 and December 2023.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’ve asked for verifiable proof and never received it! I only received the same information that has the charged off accounts with no validity but it’s “claimed” as valid. That isn’t proof. I am disputing the validity of the alleged debt you claim I owe, which appears to have been charged off. Pursuant to my rights under the Fair Debt Collection Practices Act (FDCPA), specifically 15 U.S.C. § 1692g(b), I demand that you provide verifiable and legally admissible proof that:
  1. The alleged debt is valid and that I am the party legally responsible for it.
  2. The debt was not charged off and subsequently settled, discharged, or otherwise resolved.
  3. An itemized breakdown of all charges, including principal, interest, fees, and any payments made.
  4. A copy of the original signed agreement or contract that obligates me to pay.
  5. Your authority to collect in my state, including your licensing information if required.
  
  If you cannot provide this documentation, you must immediately:

  
  - Remove any record of this debt from my credit reports.
  -Compensate me for violations of my rights under federal and state laws.
  
  
  Failure to comply with this request will result in legal action against you for violations of the FDCPA and any applicable state consumer protection laws. This includes seeking statutory damages, attorney fees, and any other remedies available under the law.
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/21/2025

  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.

  Marcus has had my account locked for over a month. Sometime in late January I went to access my account and found it locked. When I called I was connected with someone from the fraud department who told me my account was under review. The reason for this review, apparently was that I had attempted to make a transaction with an external bank account that was not my account. I told them at that time that I had erroneously thought that I could make an electronic transfer to an external account (a family member) directly instead of routing the money through my local bank. However, I had called Marcus that same day and realized I had made a mistake and abandoned the erroneous transaction. The initial person I spoke with made some notes and told me the matter would be resolved in 1-3 days. That was January 27th I believe. I called again on the 31st and went through the whole story again, except this time the person was exceptionally rude and said that the person should not have said 1-3 days. I called again on Jan 10th and spoke to a supervisor who went through everything again and they said the matter should be resolved in 1-3 days. I called again on January 21st and was told that the investigation was still ongoing, even though no one has reached out to me to clarify the facts, ask questions etc. My only conclusion is that no one has looked at this at all because it would probably take 5 minutes to ascertain that the source of this lockup was a simple error and not fraud, and to reset the account so I can access my own money. I told the supervisor that I would file a BBB complaint and am considering legal action. All I want is for this issue to be resolved and to have access to my own money.

  Business Response

  Date: 02/28/2025

  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 February 21, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******** (the "Customer) related to accessing funds in their ************** Accounts (OSA).
  On January 17, 2025, the Bank performed an account maintenance review, identified security concerns regarding the account, and restricted the *** until the security concerns could be resolved.
  On January 27, 2025, the Customer contacted the Bank regarding their account access, and the Bank specialist successfully authenticated the customer. However, due to an inadvertent error, the Bank specialist did not restore the Customers online banking access. Subsequently, the Customer experienced a delay in accessing their account. After further review, on February 24, 2025, the Bank resolved the security concerns and restored the Customers online banking access.
  Due to the experience, the Bank will provide a credit to the Customers account as a token of goodwill within the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a CD account with **********************, which matured on February 19, 2025. Before maturity, I called customer service to confirm the transfer process and was assured that my instructions were correct. Despite this, on the expected transfer date, I did not receive the funds.When I contacted customer service, I was told the transfer was declined because the receiving account was different from the original funding account, even though it is under my name. This restriction was never disclosed to me earlier and is not a common or ethical banking practice.Customer service then stated that my funds would be returned to my CD account within one business day. However, it has now been three business days, and the funds are still not available. This delay has severely impacted my financial plans, as I am in the process of closing on a real estate property. The unavailability of my funds is jeopardizing my transaction and creating unnecessary financial risk.I am filing this complaint due to the miscommunication, processing failure, and lack of transparency in Marcus handling of my funds. I request:1.Immediate transfer of my funds to my designated bank account without further delay.2.A formal apology for the failure to honor the agreed processing time.3.Clearer disclosure of transfer restrictions to prevent similar issues for other customers.This experience has been frustrating and unacceptable. Marcus actions have caused financial harm, and I expect urgent resolution.

  Business Response

  Date: 02/28/2025

  BBB Response Li
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on February 21, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ** (the "Customer) related to the closure of their Certificate of Deposit (**).
  On February 12, 2025,the Customer contacted the Bank to provide instructions to close their ** at maturity with funds transferring to a linked account.
  On February 19, 2025, at maturity, the Bank identified security concerns regarding the transaction and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer. Later that same day, the Customer contacted the Bank regarding the closure of the *** Unfortunately, a Bank specialist misinformed the Customer that the transfer had to be returned to the original funding account rather than confirming the transfer had been authorized.
  On February 22, 2025, the Customer contacted the Bank requesting to re-initiate the closure of their *** On February 24, 2025, the Bank successfully completed the Customers request to close the ** with funds transferring to a linked account.
  Based on the above details, the Bank kindly requests this complaint to be closed. 

  Customer Answer

  Date: 03/03/2025

   
  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:02/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I have a GM Rewards Credit card by Marcus. I have spent around or over $100,000 on this credit card in the past year and have a good payment and account history with your card. I have a payment you received late by 2 days and was charged a $122 dollar interest charge. Sometimes my bank pays via check rather than electronically transferring. This has been done on numerous occasions and I've never had an issue with this on this account beofre. I cannot be certain this was just a lack of Marcus processing this late, but regardless, I have a good account history with you. I I've called your customer service about this issue and all they were able to due is waive $25? Even supervisors cannot waive more that $25? Seriously? I am happy to move onto other credit cards if this is how much you value your customers.I cant believe I have to go to these length of filing a BBB complaint to try to get this waivered. This is ridiculous. I have spent a lot of money on your car and this is how you treat your customers for just being late 2 days on a FULL payment. If this is how you treat a customer that spends this much on your card then I am happy to take my business elsewhere. I am requesting a refund of the remaining $97.00.Thank you,

  Business Response

  Date: 02/27/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on February 20, 2025. ******** appreciates the opportunity to address the concerns raised by ***** ****** (the Customer) related to interest assessed on a ** Card account.
  ******** conducted an investigation and confirmed no error occurred. To avoid interest charges on purchases, customers are required to pay the statement balance in full as of the end of the previous statement cycle by the due date every month. The Statement balance and due date are shown on the monthly statement. If the statement balance is not paid in full on or before the due date, customers are charged interest on the 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 ** Card Customer Agreement. According to the Banks records, the Customer did not make a payment to satisfy the remaining monthly balance due by January 13, 2025, until January 16, 2025. As a result, the Customer was assessed interest in the amount of $122.00.
  As a one-time courtesy, the Bank backdated the payment of $5,750.42 made on January 16, 2025, to January 13,2025.  The Customer was refunded the interest assessed in the amount of $122.00.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 02/28/2025

   
  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:02/18/2025

  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 have been not supplied proof under the doctrine of estoppel by silence, ********** *. ******* (mo) 281 SW *******, I presume that no proof of the alleged debt, nor therefore any such debt, in fact therefore exists.

  Business Response

  Date: 02/24/2025

  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 18, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ******* (the Customer) related to validation of the debt owed 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 June 2, 2021. 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.
  
  The account was charged off on June 30, 2023, as a result of the Customer failing to make a payment to satisfy the minimum amount due by December *******. The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The **** confirmed the account was reported accurately to the ************************** The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting. The Bank sent the Customer the requested documents on February 20, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 12 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 $476.20 provided in the latest statement from June 30, 2023.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed

• Initial Complaint

  Date:02/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/12/2025 I made two transfers from the available balance of my savings account to my external checking account. Later I was informed by Marcus that my transfer was denied dispute the funds already being removed. The representative was unable to provide me any information on why this happened. I then decided to close my account and transfer my remaining balance. I received the remaining balance the very next day on 2/13 but the not two transfers I made originally. I called and was assured my transfer would be sent to my bank. I was advised that the funds was already withdrawn and there were no issues. I called again in 2/14 to make sure that the funds were still being transferred to my external bank and I was assured that it was coming and I needed to wait 1-3 business days. Later that day I was then told my account was temporarily locked and under review. I asked to speak with a supervisor and was told I needed to wait until Monday. When I called today I was told they were not able to verify my information which is ridiculous because I went through all the prompted information and verified my identity several times. I was then told my external bank needs to verify my identity which is also ridiculous because I just received one out of the three transfers. I was then told I needed to fill out a form via mail in order to unlock my account and receive my money.

  Business Response

  Date: 02/21/2025

  BBB Response Reid
  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 17, 2025. The Bank
  appreciates the opportunity to address the concerns raised by ********* **** (the “Customer”) related to
  accessing funds in their Online Savings Account (“OSA”).
  On February 12, 2025, the
  Customer initiated two outgoing transfers from their OSA to an external account.
  During the transfer processing reviews, the Bank identified security concerns regarding
  the transfers and attempted unsuccessfully to contact the Customer to resolve
  the concerns. Subsequently, the Bank declined the transfers and restricted the
  Customer’s online banking access. On February 17, 2025,
  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 (“AOI”).
  On February 21, 2025, the
  Customer contacted the Bank requesting to close their account and transfer the
  funds to an external account. A Bank specialist assisted the Customer by
  resolving the security concerns to allow for an outgoing transfer without a
  completed AOI. Subsequently, the Bank successfully processed the Customer’s request
  to close the account the following day.
  Based on the above details, the
  Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 02/24/2025

  
  
  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:02/15/2025

  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 an online savings account with Marcus by Goldman Sachs that I attempted to close and transfer my funds to another linked account with a different bank. During the week of February 3, 2025 I connected my new bank account to the Marcus account and successfully transferred money from Marcus into the new account. Then once I successfully did this, I selected to close my Marcus account entirely and transfer all the money in Marcus to my new bank account. However, Marcus has locked my account, preventing me from accessing my money or having the money transferred to my new account They sent me what appears to be automatic emails saying that my account with Marcus was closed. When I contacted customer service, they said they could not verify my identity through their normal verification process, which includes sending a one-time passcode to my phone or generating security questions from public databases. They also informed me that their system does not support sending verification codes to my mobile number, even though my phone is fully functional. I called Marcus at least three times to try and have this issue resolved and no one could provide me with information on what was going on. I lifted the freezes on my credit reports so that Marcus could generate the questions from public databases. I did that successfully and after calling them back, they were able to generate the verification question however they said that my account was still locked even thought I answered the question correctly. Marcus is now requiring me to wait for an affidavit to be mailed to my home to verify my identity and will not tell me how long this process will take.

  Business Response

  Date: 02/21/2025

  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 February
  15, 2025. The Bank appreciates the opportunity to address the concerns raised
  by *********** ********* (the “Customer”) related to accessing their Online
  Savings Account (“OSA”).
  On February
  10, 2025, the Customer initiated the closure of their OSA by transferring funds
  from their OSA to an external account. During the closure processing review,
  the Bank identified security concerns regarding the external account and
  attempted unsuccessfully to contact the Customer. Consequently, the Bank
  declined the transfer and restricted the OSA.
  Between
  February 10, 2025 and February 14, 2025, the Customer contacted the Bank
  regarding their account access, but the security concerns remained. On February
  20, 2025, the Bank contacted the Customer to resolve the remaining security concerns.
  During the call, a Bank specialist successfully conducted an authentication
  process to verify the Customer’s identity and restored the Customer’s online
  banking access.
  Based on
  the above details, the Bank kindly requests this complaint to be closed. 

  Customer Answer

  Date: 02/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While I acknowledge that my account access was ultimately restored, the way Marcus handled this situation was entirely inappropriate and unnecessarily burdensome. The response provided to the BBB omits several critical issues that caused undue stress and inconvenience. Marcus restricted my account on February 10, 2025 without providing any immediate explanation or notifying me about the alleged “security concerns” regarding the external account. After finally speaking to a representative 10 days later, they informed me that the outside account was a "business checking account" and that was against company policy. When in fact it was a personal savings account, that I had successfully transferred money to just days prior. Therefore, their error caused me significant undue stress and inconvenience. Their "attempt" to unsuccessfully contact me was one missed phone call, which I returned 5 minutes after missing their call. When I tried to speak with someone to unlock my account, they said they could not provide me any information due to "security concerns". Then why try to contact me just minutes prior!? Despite multiple attempts to verify my identity between February 10 and February 14, Marcus refused to authenticate me using standard methods like text-based one-time passcodes or security questions. I was told that the bank’s system “wasn’t able” to send a code to my phone, despite my phone being fully functional, and no legitimate reason was given for this failure. Instead of offering reasonable solutions to verify my identity, I was forced to wait for an affidavit to be mailed, prolonging my inability to access my own money. I requested alternative verification options, but nothing was offered. Additionally, after lifting the freezes on my credit accounts I was able to answer their security verification questions correctly and they still refused to unlock me account. Had they just originally told me that I needed to lift the security freeze on my credit accounts so that they could generate the security questions the matter could have been resolved in 24 hours. I proactively reached out multiple times between February 10 and February 14 to resolve this matter, yet I was continuously met with unhelpful responses and no clear path forward. It was not until February 19—nine days after my account was locked—that a Marcus representative finally tried to contact me. They left me a message to contact them at telephone number ###-###-####. When I tried to contact that number, the number is out of service! I checked two days ago and the number was still out of service yet they still are telling customers in my situation to contact that number! I tried contacting the general customer service line for Marcus and they again said they could not transfer me to the person in the department that tried to contact me due to "security concerns". Finally, on February 20 - 10 days after my account was locked - a Marcus representative successfully conducted an authentication process that could and should have been done much earlier. It is unacceptable that Marcus created unnecessary barriers to accessing my own funds, failed to provide timely or clear communication, and prolonged this issue when it could have been resolved much sooner. I request that Marcus review and improve its account security and verification procedures to prevent similar mishandling of cases in the future. Standard verification methods, such as one-time passcodes, should be functional and accessible to all customers. Additionally, greater transparency should be provided when an account is restricted, including immediate notifications and clear next steps for resolution. While I appreciate that my account access has been restored, I expect Marcus to take meaningful steps to address these issues.
  
  
  
  Sincerely,
  
  
  *********** *********

• Initial Complaint

  Date:02/15/2025

  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.

  When GM Card move from Cap 1 to GS I lost access to my account. I spent may 2-3 hour calls with the company and final had to stop using my card. Now, I am trying again and have gained access to the account by using a temp email address. I need to be able to change the temp address to the primary address. Evidently you have a partial setup account with my primary address that needs to be removed. No one at the company will help me. I spoke with ***** today and she refused to escalate my issue or allow me to speak to anyone else at GS. This is simply unacceptable customer service.

  Business Response

  Date: 02/21/2025

  
  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 15, 2025. The Bank appreciates the opportunity to address the
  concerns raised by *** ********** (the “Customer”) related to updating
  personal information on the GM Card account.
  The Bank conducted an investigation and confirmed no Bank error occurred. For
  security purposes, the Bank is not able to update personal information
  related to an alternate account owner’s profile, including an email address.
  The Customer can manage the account profile and view statements on www.marcus.com  with the email address
  on file. The Bank has no record of a technology error impacting the
  Customer’s account or a partial account with the Customer being set up
  online. The Bank 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: 02/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The bank never contacted me to discuss the issue.
  
  
  
  Sincerely,
  
  
  
  *** **********

• Initial Complaint

  Date:02/12/2025

  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.

  Prior to Feb., we contacted Marcus: by Goldman Sachs to please send us a bill as we had not recieved one. Nothing happened. We called on 2-4-25 to again ask for a bill. I talked to ****** at 1-833-773-0988 telling that we had not recieved a bill for Jan. 25. He said we owed $888.00, please send us our bill, even if online. On 2-5-25, we called again, and talked to Chloe. Verifying our home address with her, she said our bill was being sent to Missouri. We thought that was the issue and she was going to send a paper copy of our bill to us. She also sent it email so we could check our computer service. We did not receive it. We called our ISP (NC Web) to check if anything came into them. They said no. So again we asked to have a paper copy mailed to us at the correct address. I believe this is a Marcus screw up, we have always paid our bills promptly and continue to do so but we need a BILL to tell us what we owe. Their customer service to get this resolved has been awful. We keep being told that a bill has been MAILED but nothing comes. We were told a bill was emailed but nothing arrived. Thank you for any help you can give to get this resolved as they continue to add service charges of $29 each month.

  Business Response

  Date: 02/19/2025

  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 12, 2025. The Bank appreciates the opportunity to address the
  concerns raised by ***** ******* (the “Customer”) related to statement
  delivery for GM Card.
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer consented to the GM Card Customer Agreement and GM
  Electronic Agreement on March 16, 2022. The Customer agreed to receive
  statements electronically when they accepted the GM Electronic Agreement.
  Additional details can be found in the GM Card Electronic Communications
  Agreement.
  The Customer contacted the Bank on February 4, 2025, and February 5, 2025,
  and was advised there was no technology error impacting the Customer’s
  electronic delivery of statements. The Customer's
  statements are available by logging into their Marcus.com account. The Bank successfully delivered Statement Available
  Reminders, Payment Due Reminders, and Missed Payment Reminders, reminders to
  the email address on file. The Bank has successfully changed the delivery
  preference for statements to paper. The Bank will now send statements to
  address on file for the Customer. Additionally, the Bank mailed the Customer
  the requested statements on February 4, 2025, and February 5, 2025, to the
  mailing address on file. The Bank has no record of paper statements being
  mailed to Missouri or the Customer being advised that statements were of them being mailed to
  Missouri. The Bank conducted a review of interactions and was unable to
  locate any record of mistreatment or misinformation provided by a Bank
  representative. The Bank is unable to reimburse the Customer for the late fee
  assessed to the account. The Customer should contact the email provider
  directly with questions or concerns related to the receipt of emails.
  Customer is liable for the balance of $933.98. The Customer should contact
  the Bank directly with questions or concerns related to statement delivery.
  The Bank is available 24 hours a day, 7 days a week by phone at
  ###-###-#### or by message from the Wallet app.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.