Complaints
This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,703 total complaints in the last 3 years.
- 598 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/29/2025
Type:Sales and Advertising IssuesStatus: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.
This financial institution allowed someone to commit fraud with some of my personal information. I had a savings account opened without my consent. They used a name I haven't used in 10 years, my ss#, address. I called to report this to the fraud department supervisor and they didn't even both collecting all the information such a fraud account # or name on statement mailed to me. They treated this fraud on me like any no big deal and weren't even taking action within their company to see how this happened. This company is fraud. Stay away!! I filed a police report against them. This fraudulent financial institution needs to be shut down!!! The BBB needs to exculate this to a high authorities! Look at all these negative complaints and people getting ripped offBusiness Response
Date: 09/02/2025
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 August 29, 2025. The Bank appreciates the opportunity to address the concerns raised by ******** **** (the Consumer)related to the unauthorized opening of an ************** Account (OSA).
On June 1, 2025, an individual opened an *** utilizing the Consumers information. On June 27, 2025, the Bank identified security concerns regarding the Consumers account and restricted the **** As the account remained unfunded for sixty days, the Bank made the business decision and closed the *** on July 31, 2025.
On August 29, 2025, the Consumer contacted the Bank with concerns pertaining to the *** and informed a Bank specialist that the account had been opened without the proper authorization. During the call, the Consumer requested the information used on the application at the time of account opening. Subsequently, a Bank specialist advised of the proper documentation needed to release information used during the opening of the *** per the Banks process.
Separately, on September 1, 2025, the Bank mailed a letter to the Consumer confirming the closure of the account.
Based on the above details, the Bank kindly requests that this complaint to be closed.Initial Complaint
Date:08/29/2025
Type:Order IssuesStatus: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 ***********, I do not have a contract with ***********, they did not provide me with the original contract as i requestedBusiness Response
Date: 09/05/2025
Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on August 29, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ******* (the Customer) related to an Apple Card opened without authorization and credit reporting.
The Bank conducted an investigation and confirmed no Bank error occurred. Based on the Banks investigation, the Bank determined the Customer is liable for the account. The Bank is unable to provide additional information related to the investigation. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on September 11, 2019. 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 Bank 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. Additionally, the Apple Card Privacy Policy was provided at the time of account opening and the Customer may view it in the Wallet app or by accessing *************************************************************************************************************.
The account was charged off on July 31, 2021, as a result of the Customer failing to make a payment to satisfy the amount due by January 31, 2021. 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 remove the trade line from the Customers credit report.
The Bank sent the Customer the requested documents on September 04, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and twenty- three (23) 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 $6,805.48.
Based on the above details, the Bank kindly requests for this complaint to be closed.Initial Complaint
Date:08/26/2025
Type:Product IssuesStatus: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 mailed a check on 8/8/2025 to Marcus gm by Goldman Sachs for my credit card payoff. They kept stating they never received the check. I was about to do a stop payment on the check when I discovered the check was deposited on 8/23/25. I was told by gm Marcus they wouldnt cash the check past 8/21/25 but clearly they did. Now they are saying they cant give me any information about the cashed checked and I need them to send the funds to ******** where the gm Marcus cards were all transferred to. **************** is rude and refuses to assist meBusiness Response
Date: 09/02/2025
Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau on August 26, 2025.This account was transferred to ********************** as of August 22, 2025,and is no longer owned by the Bank. We would ask this complaint be redirected to ***********************Initial Complaint
Date:08/25/2025
Type:Billing IssuesStatus: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.
Marcus force closed my savings account and CD with no notice. I have been a long term customer of theirs. After receiving a letter stating the closure, I contacted customer service scared because this wasn't an action done by myself or my husband. Multiple **** of various levels reviewed our account and could not give us a reason for the closure. They were unable to tell us where our money was either. All they could say was read the deposit agreement and let us know we should get a check or a *** deposit within 10 days. They could not tell me what account the *** may go to. After reviewing the deposit agreement, we weren't in violation of any of those terms. I'm upset and can't understand how they can do this with someone's money.Business Response
Date: 08/28/2025
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 August 25, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ******* (the "Customer) related to their ************** Account (OSA) and Certificate of Deposit (CD).
On August 13, 2025, the Bank identified security concerns regarding the Customers profile. Due to the ongoing security concerns, the Bank made a business decision to close the accounts and sent a correspondence to the Customer informing them of the closures on August 19, 2025.
On August 25, 2025, the Customer contacted the Bank regarding the status of their *********** resolve some of the security concerns, a Bank specialist completed an authentication process to verify the Customers identity. After further review,on August 27, 2025, the Bank reopened the Customers accounts including the appropriate interest.
The following day, the Bank contacted the account holders and assisted with resolving the remaining security concerns. Subsequently, the Bank restored the account holders online banking access.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer Answer
Date: 08/29/2025
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:08/22/2025
Type:Billing IssuesStatus: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 been making it difficult for me to access my fund under the clause of security. I have provided all the verification needed and mai**d the affidavit of identity to prove that I am the rightful owner. However, they are unwilling to help and make it more difficult than needed. They provided no mean to verify and locked my account thrice over the course of 4 days. Due to Marcus' unwillingness to help, we missed our debt payments and have to pay extra penalty. Marcus' business practice has put me in great stress of losing money and paying late fee penalty. Furthermore, Marcus has been untruthful in their marketing practice since when I first cal**d to **arn about their CDs, they told me that withdrawal would not take long and could transfer the money in 1-2 business days. Marcus communicated in a way making me to think that they are competent and a tech-savvy institution that hand**s money well. On Apr 28th 2025, I deposited $150,000 to a CD provided by Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA for a 7-month period. On August 18th, 2025, I cal**d the customer service hotline ************** to close the CD and withdraw my funds to the bank account. After rounds of verification (full name, date of birth, last 4 digits SSN, secret word), Marcus' representative told that he could not verify that I am the owner of the CD and locked my account, both mobi** apps and website access. I cal**d the hotline again to verify and was told that they have fi**d my account under further review. On August 22nd, 2025, after 3 hours explaining to a representative, he unlocked my account and told that my CD was c**ared to be transfer. He told me to hang up the current call and call the customer service hotline ************** again to initiate the close. However, when I did per his instruction, another representative put me through the verification process again only to tell me that my account was put under review and locked my account again.Business Response
Date: 08/28/2025
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 August 23, 2025. The Bank appreciates the
opportunity to address the concerns raised by **** ** (the “Customer”) related
to accessing their Certificate of Deposit (“CD”).
Per the Bank’s previous
response, on August 20, 2025, the Customer contacted the Bank requesting to
closure their CD (account ending in 4524) and transfer the funds to an external
account. During the transfer processing review, the Bank identified security
concerns, declined the transfer and restricted the account until the security
concerns could be resolved.
On
August 22, 2025, the Customer contacted the Bank regarding their account access.
On the call, the Bank specialist verified the
Customer to resolve the concerns; however, the Bank specialist did not restore
the Customer’s account access. As a result, the Customer experienced a delay in
access their account
After
further review, on August 25, 2025, the Bank resolved the security concerns and
restored the Customer’s account access. On August 26, 2025, the Bank
successfully processed the Customer’s request to close their CD 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:08/21/2025
Type:Billing IssuesStatus: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.
Marcus by Goldman Sachs put my ** account in restriction after I made the call to close the ** and make the withdrawal. I funded $150,000 to ** in Marcus on April 28, 2025 and on August 20, 2025, I called them to close the account and withdraw the money. After going through different layers of verification (name, 4 digits social security, date of birth), I was told that they could not verify the data and put my money into restriction. After multiple calls with different people in verification team, they did not able to help me and held my money as hostage. No one made any effort in making sure that they are helping me.Business Response
Date: 08/28/2025
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 August 22, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ** (the Customer) related to accessing their Certificate of Deposit (CD).
On August 20, 2025, the Customer contacted the Bank requesting to closure their CD (account ending in 4524) and transfer the funds to an external account. During the transfer processing review, the Bank identified security concerns, declined the transfer and restricted the account until the security concerns could be resolved.
The following day, the Customer contacted the Bank regarding the closure of their CD; however, the Bank could not successfully authenticate the Customer. As an alternative verification method, the Bank requested the Customer to complete an Affidavit of Identity ***** to resolve the security concerns.
After further review, on August 25, 2025, the Bank made an exception to resolve the security concerns without an AOI. Subsequently, the Bank removed the restrictions from the Customers account. On August 26, 2025, the Bank successfully processed the Customers request to close their CD and transfer the funds to an external account.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer Answer
Date: 08/28/2025
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:08/16/2025
Type:Service or Repair IssuesStatus: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 had 2 cd's with Marcus for about $10,000 each. I called to change my phone number. Gave my full name, old phone #, Date of birth, Social Security #, address and secret word.... everything checked ok Then they started asking me for old addresses and brand of cars that I've owned. I'm 75 years old; I've moved a lot, and I've had many different cars. It's very hard to remember these things accurately after 40+ years. Apparently, I didn't get them all correct because about a week letter I got a letter from Marcus saying I need to send an "affidavit of identity" signed by a Notary. I did so and mailed it to them. A week later i checked my account online and found out that both my cd's have disappeared and my phone # had not been changed. New phone calls and again the same questions which I guess again I didn't get right because now my account has been CLOSED and I have no idea where my money is. All of this because I tried to change a phone number and I'm too old to remember things from 40 years ago !. I want my money back.. An apology would be nice too.....Business Response
Date: 08/21/2025
BBB Response ******
ID 23757232
Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the abovereferenced
complaint via the Better Business Bureau Complaint Portal on August 17, 2025. The
Bank appreciates the opportunity to address the concerns raised by ****** ****** (the "Customer”)
related to their Certi??icate of Deposits (“CD”).
On July 21, 2025, the Customer contacted the Bank to update their pro??ile information; however,
Bank specialists could not authenticate the Customer. As an alternative veri??ication method, the
Bank mailed an Af??idavit of Identity to the Customer, which the Bank received back on August 12,
2025. After further review, the Bank approved the documentation; however, due to a Bank
processing error, the Bank erroneously closed the Customer’s accounts.
On August 15, 2025, the Customer contacted the Bank regarding the closure of their CDs.
Subsequently, a Bank specialist opened investigation into the Customer’s concerns.
After further review, on August 20, 2025, the Bank re-opened the Customer’s CDs and credited the
funds back to the account including the appropriate interest. Separately, the Bank can con??irm that
the Customer’s information has been updated in the Bank’s system.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer Answer
Date: 08/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23757232, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:08/14/2025
Type:Billing IssuesStatus: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.
*********** and/or Marcus by Goldman Sachs transferred the credit information of a known deceased man. My dad died in 2022 and following his death I closed all of his credit cards. I received a new credit card in his name today from **********. These companies have committed fraud.Business Response
Date: 08/19/2025
Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau on August 15, 2025. This account was transferred to **************************, and is no longer owned by the ****. We would ask this complaint be redirected to **************************. They can be reached at **************.Initial Complaint
Date:08/13/2025
Type:Service or Repair IssuesStatus: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 closed one of my CDs being held at this bank on July 30th, 2025. I have had varies explanations which are unacceptable from the several **** I spoke to upon contacting the bank for explanation on where my funds are currently. As of this writing I have had no one that I spoke to explain in detail as to the release of my funds into my account. Its almost 2 weeks since I initiated the transaction *********** am still awaiting a deposit of the funds into my savings account. Neither savings to Marcus or to my local bank has been confirmed. This is a terrible way to promote business and I find it impossible to reach anyone with an explanation. So unprofessional and I guess well need to hire an attorney to assist if I dont get my funds soon! Please let me know if you have a better way to get a solution.Business Response
Date: 08/20/2025
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 August 13, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ***** (the "Customer)related to the closure of their No-Penalty Certificate of Deposit (NPCD).
On July 30, 2025, the Customer initiated the closure of their NPCD (account ending in 4244) with the funds transferring to an external account. However, on August 4, 2025, the external institution reversed the transfer and the funds returned to the Bank.
On August 5, 2025, the Customer contacted the Bank regarding the closure of their account. On the call, a Bank specialist informed the Customer that their transfer was reversed by the external institution. In addition, the Bank specialist offered the Customer to have the funds transferred via check; however, the Customer declined. Subsequently, the Bank specialist opened an investigation to find alternatives for the Customer to receive their funds.
On August 7, 2025, the Bank contacted the Customer to advise that they could have their funds deposited into their OSA (account ending in 6957) and transfer the funds to an external account. The Customer agreed to this option; however, the Bank experienced a delay in crediting the funds into the Customers OSA.
On August 14, 2025, the Bank transferred the funds into the Customers ***. Later that same day, the Bank successfully processed the Customers request to transfer the funds from their *** to an external account.Due to the experience, the Bank provided the Customer with a credit to their OSA as a token of goodwill.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer Answer
Date: 08/22/2025
Complaint: 23742764
I am rejecting this response because: The $25 good faith credit was not worth the aggravation for awaiting my funds and being given the "run-around"...I have a second No Penalty CD still in the works which was to be sent via *** within 7-10 days from 8/13/25 which has arrived or soon to arrive with no funds. I am totally disgusted and will withdraw any and all funds remaining and alert others via social media or in person as to the negligence, incompetence and schemes that I've experienced with this institution.
I do not wish to rescind my complaint at this time due to the frustration and time spent in getting a resolution to my complaint.
Sincerely,
**** C *****Initial Complaint
Date:08/07/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/22/2025, Marcus closed all of my savings accounts with no explanation. In late July, I was able to access my login and had noticed no accounts or funds popping up. A week after, I could no longer log in and was required to call customer support to obtain access again. On the phone, the representative could not tell me why my accounts were closed which is extremely unprofessional as these accounts contain all my savings in case I were to get into an emergency. They then said I would need to fill out a dispute form that would come in the mail in five business days which then would take 45 business days to be processed if not longer. This is a completely unacceptable way to treat a customer whose money is now unavailable to be accessed… there is no urgency on Marcus’s part to resolve thisBusiness Response
Date: 08/14/2025
BBB Response *******
*******
ID 23714935
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 August
7, 2025. The Bank appreciates the opportunity to address the concerns raised by
****** ******* ******* (the “Customer”) related to their Online Savings
Accounts (“OSA”).
On July 17, 2025, a
Bank specialist identified security concerns regarding the Customer’s profile
and attempted unsuccessfully to contact the Customer. Due to the ongoing
security concerns, the Bank made a business decision to close the Customer’s
accounts.
On July 22, 2025, the
Customer contacted the Bank regarding their account access and a Bank
specialist informed the Customer of the Bank’s decision. On August 6, 2025, the
Customer contacted the Bank to dispute the unauthorized closure of their
accounts and the Bank opened an investigation into the Customer’s concerns.
After further review,
the Bank determined the account closures had been erroneous. On August 8, 2025,
the Bank reopened the Customer’s accounts and restored their online banking
access. On August 12, 2025, the Bank successfully processed the closure of the
Customer’s OSAs with funds transferring to linked account as requested.
Based on the above
details, the Bank kindly requests this complaint to be closed.
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