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:01/17/2025

  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.

  Subject: Complaint Regarding Unclear ** Auto-Renewal Practices and Unjust Penalty To Whom It May Concern,I am writing to formally address my dissatisfaction regarding the $274.61 penalty charged when I closed my ** with Marcus by Goldman Sachs. This penalty was imposed following an automatic renewal of my ** that I neither consented to nor was properly informed about.On January 17, 2025 I received unexpected 3 emails from Marcus that congratulations me for my ** renewal which I did not aware of and did not content to. On January 4, 2025, I did not receive any notification that the ** had matured or that it had been renewed. This lack of timely communication further deprived me of the opportunity to take action during the ***** period.When I realized the ** had been automatically renewed, I contacted Marcus support immediately and escalated the issue to a supervisor. Despite an extended conversation and my clear explanation of the misunderstanding, no resolution was provided. Issues With Marcus' Policies and Practices:1. Unclear and Misleading Communication:No notification was sent on January 4, 2025, when the ** matured, leaving me unaware that my funds were locked into a new term.2. Lack of Consent for Renewal:I never agreed to or opted into an automatic renewal policy. Marcus' unilateral decision to lock my funds into another 6-month term without my approval constitutes a hidden agreement and lacks fairness.3. Unjust Penalty:Charging me $274.61 for closing a ** I did not consent to renew is both excessive and unreasonable. I acted in good faith to resolve this misunderstanding, yet no courtesy waiver was offered despite my loyalty as a customer.4. Inadequate Customer **************************** failed to provide meaningful assistance during my interactions with support and the supervisor. Instead of addressing the underlying issue, I was repeatedly told the penalty was in the statement, which does not excuse the lack of proactive communication.

  Business Response

  Date: 01/22/2025

  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 January 18, 2025. The Bank appreciates the opportunity to address the concerns raised by **** *** (the "Customer) related to the closure of their Certificate of Deposit (**).
  In accordance with the Banks Deposit Account Agreement, Customers may notify the Bank up to twelve months before their ** matures if the Customer does not wish to renew or wishes to renew with modifications. In the event there is not instructions in place, the ** will automatically renew.
  On December 4, 2024 and December 5, 2024, thirty days prior to the **s maturity date, the Bank sent communications to both the Customers e-mail and address on file notifying the Customer of the **s upcoming maturity date. Additionally, the Bank allowed the Customer to make changes to their ** for 10 days following the maturity date. Unfortunately, the Customer did not provide instructions within the ***** period and the ** renewed automatically.
  On January 17, 2025, the Customer contacted the Bank requesting to close their **. A Bank specialist advised the Customer of the penalty that would be applied with the closure of the account. Later that same day, the Customer initiated the closure of their ** by transferring funds to their ************** Account with a penalty incurred. The Bank then successfully processed the closure as requested.
  On January 18, 2025, the Bank received a notification from the Customer requesting to reimburse the penalty charged on their **. Unfortunately, the Bank is unable to accommodate the Customers request for reimbursement.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:01/17/2025

  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.

  On January 3, 2025, I successfully opened a ****************** Account on **********************. Once the account was established, I was able to transfer $500 to the account. Since that transaction took place, I lost ability to log into the account. Over the past two weeks, I have spoken to six different specialist in Marcus customer service. During one call, I was promised that my access was restored and would be available a couple of hours after the call. My access was never restored. In another call, I was promised I would be called back in two days to verify my identity. I was never called by Marcus. During the most recent call, I was told that correspondence would be sent to my on file address. I still have not received that paperwork. Marcus has essentially stolen $500 dollars from me, and I want immediate access to my account and that money.

  Business Response

  Date: 01/24/2025

  BBB Response *****
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on January 18, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the Customer) related to accessing their ************** Account (OSA).
  On January 6, 2025, the Bank conducted an account maintenance review of the Customers profile and identified security concerns regarding the Customers identity. Subsequently, the Bank restricted the Customers OSA 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.
  On January 17, 2025, the Customer contacted the Bank regarding their account access. To resolve security concerns, a Bank specialist completed an authentication process to verify the Customers identity. Unfortunately, following the call, the Bank specialist inadvertently did not restore the Customers online banking access. Consequently, the Customer experienced a delay in accessing their account.
  After further review, on January 21, 2025, the Bank restored the Customers account access. Due to the experience, the Bank provided the Customer with a credit to the account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:01/17/2025

  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.

  Marcus by Goldman Sachs did not provide notice of automatic ** renewal until after the withdrawal ***** ****** ended and have charged me a fee to withdraw the funds from the ** that was renewed without informing me within the ***** ****** that it has been renewed. The customer support agent I contacted via virtual chat was unhelpful and sarcastic. I would like the withdrawal fees refunded due to lack of communication about the renewal of my ** or the withdrawal ***** ******.

  Business Response

  Date: 01/22/2025

  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 January 17, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******* (the "Customer) related to the closure of their Certificates of Deposit (CD).
  On January 3, 2024, the Customer opened and funded three CDs each with a 12-month term. On December 4, 2024, the Bank sent email communications to the Customer confirming the CDs maturity dates. Subsequently, on January 3, 2025, the Customers CDs matured and automatically renewed for a new term as the Customer did not provide the Bank with early instructions to close the CDs.
  On January 17, 2025, the Customer contacted the Bank and requested to close the CDs and to waive the Early Withdrawal Penalty (EWP). After further review, the Bank declined the Customers request to waive the *** as the Customer was outside of their ****** grace ******* Later that day, the Customer closed the CDs and transferred the funds to an external account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:01/16/2025

  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.

  On December 10th I leased a car with ***** and they were running a promotion where I had to open up a ** card to pay the down payment. I've tried multiple times to link my ** ****** and TD accounts to make a payment on the credit cards and they are telling me my bank accounts are not accepted because they will not accept ** ****** and ******* accounts. I spoke to the sales person at the car dealership who issued me this card and they said no one has ever reported this problem. At Goldman Sachs i spoke to multiple supervisors who would not help me, and then I spoke to ***** from the management call center and he was extremely unhelpful, and uneducated as to why this problem is happening. I find this to be unacceptable and extremely inconvenient and I need this problem to be fixed.

  Business Response

  Date: 01/23/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on January 16, 2025. ******** appreciates the opportunity to address the concerns raised by ***** ***** (the Customer) related to making a payment to the ** Card account.
  ******** conducted an investigation and confirmed no Bank error occurred. The Bank accepts payments made via ***, check, bill pay and money order, payments can also be managed on ******************************  through the account dashboard. ******** accepts payments made from ** ******, and ******* accounts. However, the routing information provided by the Customer is related to wire transfers, which the Bank does not accept. The Customer will need to provide a correct routing and account number for the Bank to be able to process ACH payments. ******** attempted to contact the Customer on January 21, 2025, but was unsuccessful. ******** 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.

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the month of July, we traveled to *********, *******, stayed in the locally for ten days.We booked a walking tour of ********* using my GS Apple credit card. The guide failed to show at our hotel.Dispute case number:D-12852996 Transaction date:Jul 10, 2024 Merchant name:Getyourguideoperations Disputed amount:$155.72 Temporary credit:$155.72 our with a Local 3-Hour Tour July 11, 2024 1:00 PM . English (Live tour guide)Welcome to *********: Private Tour with a Local Participants 2 Adults (Age 13-99)Booking reference************ relay-yellow-message.png Our activity providers will never request payment in the following message Hello,we are very sorry about this, please request the refund through the plattform so we can approve it.Kind regards ***** Lokafy Team We could not find the link for the application booking, we were advised no problem just request credit when we return to the ***We provided all the information to my credit card carrier ion September and they declined.I have always been under the impression that CC companies protect me, but maybe this company protects business before the card ************ move forward with another issue this month. again declined, for $29.90 I do not recognize the company,. and can only determine somehow my online activity is being hacked or stolen.Dispute case number:D-******** Transaction date:Jan 6, 2025 Merchant name:Sgt*thenebulanc Disputed amount:$29.90

  Business Response

  Date: 01/23/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 16, 2025. ******** appreciates the opportunity to address the concerns raised by ******** ******* (the Customer) related to transaction disputes with the merchants Getyourguideoperations in the amount of $155.72 and Sgt*thenebulanc in the amount of $29.90.
  ******** conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transaction with the merchant Getyourguideoperations on July 11, 2024 and September 21, 2024. The Bank applied a temporary credit while the dispute was investigated. Due to a processing error, the dispute was resolved incorrectly in the merchants favor because the Customer's evidence was not fully considered. As a result, the temporary credit was reversed on September 17, 2024, and November 14, 2024. ******** sent the Customer an email detailing the dispute outcome.
  The dispute was reopened on January 22, 2025, and the Bank applied a temporary credit while the dispute was re-investigated. Based on the investigation and evidence provided, the dispute was resolved in favor of the Customer. As a result, the temporary credit that was applied to the Customers account was made permanent on January 22, 2025. ******** sent the Customer an email detailing the dispute outcome.
  The Customer initially disputed the transaction with the merchant Sgt*thenebulanc on January 6, 2025. ******** applied a temporary credit while the dispute was investigated. On January 13, 2025, the merchant posted a refund credit in the amount of $29.90. Based on the refund, the Bank resolved the dispute as merchant credited. As a result, the temporary credit that was applied to the Customers account was reversed on January 14, 2025. ******** sent the Customer an email detailing the dispute outcome.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 01/26/2025

   
  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

   

  I am concerned that the ban failed to consider the entire evidence is it the old deny deny they will go away?

  Or am I a valued customer?
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service 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.

  Marcus is a fully online-only bank, I rely solely on their digital services, and unfortunately, I am unable to access my account due to the lock placed on it. This has forced me to spend considerable time on the phone with their customer service team in an attempt to resolve the issue.I spent several hours explaining my situation and verifying my identity through the correct informationusername, password, email, SSN, security question, phone number, and one-time identification codeall of which I provided accurately. Despite this, I was told repeatedly that I needed to contact a local bank or send documentation to your P.O. Box for "security reasons." This is both unreasonable and inconvenient, as I would like to simply close my account and transfer my funds back to the linked external account. Their refusal to facilitate this transfer before receiving the requested documents is perplexing, especially given that I have not been asked for such documentation by any of my other banks under similar circumstances.Additionally, my experience with their customer service team was frustrating and, at times, unprofessional. On multiple occasions, I was transferred between different departments without resolution. One representative even hung up after asking me to wait for 15 minutes, and another dismissively told me, "We are not open to all customers; you cannot expect to buy a ********** burger in ***********." This was not only unhelpful but also inappropriate and lack of respect .Laughing at customers dont know your internal special rules doesnt make you proud. I also find it troubling that Marcus Bank does not conduct thorough identity verification before account approval if such stringent security measures are necessary at the time of account management. If additional documentation is required for continued access to my account, it should be made clear during the account opening process by emails or messages, not after the fact when it's in need.

  Business Response

  Date: 01/23/2025

  BBB Response Fu
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on January 16, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ** (the "Customer) related to accessing their online banking profile.
  On October 29, 2024, the Bank conducted an account maintenance review and identified security concerns regarding the Customers profile. Subsequently, the Bank restricted the account until the security concerns could be resolved. From October 2024 to December 2024, the Customer did not contact the Bank regarding their account access.
  On January *******, the Customer contacted the Bank regarding their account access. To resolve the security concerns, a Bank specialist successfully verified the Customers identity and confirmed the Customer opened the account. During the same call, a Bank specialist advised of needing to conduct a three-way call with the Customer and the external institution to verify external account ownership;however, the Customer declined a three-way call with the external bank.
  After further review, on January 17, 2025, the Bank made an exception and cleared the security concerns. On January 22, 2025, a Bank specialist attempted unsuccessfully to contact the Customer to inform that concerns cleared and to assist with account closure, per the Customers request. The Bank requires Customer authorization to proceed with account closure. If the Customer wishes to close their account, the Bank requests the Customer contact the Bank toll-free at ************** ***************),Monday to Friday, 8 am 10 pm, or Saturday to Sunday, 9 am 7 pm ET.
  Due to the experience, the Bank will be 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: 01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is provided according to complaint by BBB. I didn't get any updates or apology from Marcus but only from this platform. Thank you for the help and I wish in the next our platform isn't the only way to make correct things happen. 
  
  Sincerely,
  
  ******* **

• Initial Complaint

  Date:01/15/2025

  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.

  Marcus by Goldman Sachs (“Marcus”) has declined to recognize me as my elderly parent’s Attorney-in-Fact on their savings accounts. Despite my repeated efforts since April 2024 to submit the necessary documentation, I have encountered numerous challenges that have prevented the successful recognition of my authority and have hindered my ability to access the funds necessary to pay for their care.
  Two separate mailings were sent in April and in May to the address provided on the forms downloaded from the Marcus website; however, these were returned as undeliverable in August. In July, I contacted customer service to report the death of my step-father and submitted a copy of the death certificate.
  After following up with customer service regarding the status of my request in August, I was advised to resubmit the necessary documents, including an original or certified copy (with a certified stamp) of the Power of Attorney form. I was unable to send the original copy (as I needed to retain it for other purposes), I sought a notary to certify a copy of the document. I was subsequently advised that notaries do not provide certified stamps on copies, and instead arranged for the notary to stamp an Oath of Verification and Affirmation form to verify the authenticity of the document.
  In September, I followed up with customer service and was informed that the packet had been received, but it was missing a stamp on the Oath of Verification and Affirmation form (although the one I sent included a stamp). I was advised that if the form were resent with the correct stamp, the packet would be approved by the documents review team. A fourth packet was sent in September, and in an October follow-up call, I was notified that the packet had been declined for all ten of my parents’ accounts due to a missing digit in the number of a single account.

  Business Response

  Date: 01/23/2025

  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 January 16, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** **** related to becoming a power of attorney for ********* ****** (the “Customer”).
  On July 5, 2024, Mr. **** contacted the Bank advising of an account holder’s passing on the Customer’s jointly owned accounts. Subsequently, the Bank provided Mr. **** with the documentation to proceed with the beneficiary payout. On July 17, 2024 the Bank received documentation pertaining to the payout and the power of attorney for the Customer. However, the Bank determined the documentation to be incomplete.
  On December 13, 2024, the Bank received the completed documentation from Mr. ****. After further review, the Bank approved Mr. **** to be added as a power of attorney for the Customer. Currently, the Bank is in the process of reviewing the documentation pertaining to the payout of the jointly owned accounts.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 01/30/2025

  
  
  Complaint: ********
  
  
  
  I am writing to formally request the Complaint stay open and
  reject the recent response provided by Marcus by Goldman Sachs via the Better
  Business Bureau (BBB).  The matter is not
  resolved.  To date the Bank refuses to recognize
  the Power of Attorney for my mother, the account holder, or grant me access to
  the accounts to use for her care and  benefit.
  The letter includes a false statement from Marcus
  that they have approved of the POA and if they have, they have still denied me
  access which renders any approval entirely useless.  Their BBB response, which was a complete
  surprise to read, is:
  “On December 13, 2024,
  the Bank received the completed documentation from Mr. xxxx. After further
  review, the Bank approved Mr. xxxx to be added as a power of attorney for the
  Customer.”
  To date and except by way of the BBB response, Marcus by
  Goldman Sachs has not acknowledged the validity of the Power of Attorney nor
  granted me access to the principal’s accounts so that they may benefit from
  their own money. 
  4/2024
  through 12/24:  I made numerous
  calls to Marcus by Goldman Sachs and submitted the POA and all requested
  supporting documents multiple times. 
  
  12/9/2024:  My attorney sent a demand to honor the
  POA with all documentation via certified mail and followed up with a
  requested release signed by me permitting Marcus by Goldman Sachs to talk
  to her.  She did not receive any
  phone calls from Marcus by Goldman Sachs after sending the requested
  Release.
  12/23/24:
   I made a phone call to Marcus
  by Goldman Sachs to get an update on the Power of Attorney request, and to
  get clarification on the requested release to communicate with my
  attorney. The representative said my request to be acknowledged as POA was
  still in process. They provided guidelines for a notarized statement to
  allow my attorney to communicate with Marcus by Goldman Sachs.
  12/27/24:  I made a phone call to Marcus to follow
  up on instructions to send the attorney release.  Marcus continued to deny me access to
  the accounts.
  01/15/2025:
  I submitted a complaint to the Better Business Bureau that Marcus by
  Goldman Sachs has not honored the Power of Attorney or granted me access
  as Agent for my mother after 8 months of fulfilling their requests and a
  written demand from my attorney.
  01/23/2025:
  In a three-way call with my attorney and representative at Marcus by
  Goldman Sachs, the Bank stated that the request was still under review,
  and that no approval had been granted. We communicated our intent to
  pursue legal action if the matter was not resolved favorably. We were
  informed by Marcus that they could not share any other information with us
  and we would only be able to wait for a call.  No such call has come. 
  01/24/2025:
  I received the letter from the BBB informing me that the “Bank kindly
  requests this complaint to be closed” because “the Bank approved Mr.
  **** to be added as a power of attorney for the Customer” on “December 13,
  2024.”
  01/24/2025:
  After reading that the Bank approved my authorization (per BBB response
  only), I followed up with a phone call to Marcus by Goldman Sachs, at
  which time I was told the review was ongoing and that the documents team
  would reach out with an update. I was not given any access to accounts.
  01/28/2025:
  I received a voicemail indicating that my request was still under review.
  To
  date, on 1/30/25, I have not received a call from Marcus by Goldman
  Sachs to inform me that I have access to the accounts or that the Power of
  Attorney has been approved. 
  Marcus by Goldman Sach’s response is inaccurate and does not
  reflect the reality that Marcus continues to block my mother’s access to her hard-earned
  money to pay for her cost of care because it will not grant her Agent under a
  valid Power of Attorney access to the accounts and to make transactions.
  This conflicting communication via the BBB response creates
  confusion and delays, which is unacceptable. The written statement via the BBB
  asserting that I have been added as the Power of Attorney is misleading, as
  confirmed by recent conversations with Marcus by Goldman Sachs representatives.
  Given the urgency of this matter, I am requesting immediate
  and clear confirmation of my Power of Attorney status. If this is not resolved
  promptly, we will proceed with the court action and file a formal complaint
  with the Attorney General as discussed during our phone conversation on
  01/23/2025.
  Marcus by Goldman Sach’s delays, lack of
  response, refusal to communicate with me or my attorney, and ultimately its continued
  refusal to honor a valid POA which has the effect of denying its client the use
  and benefit of her own money is a matter of public concern and a dangerous and  unacceptable business practice.  Marcus’s
  refusal has cost their Client thousands of dollars of legal fees which are
  continuing to accrue.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 02/07/2025

  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 January
  31, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ****** **** related to becoming a power of attorney for ******** ****** (the
  “Customer”).
  Per
  the Bank’s previous response, on December 13, 2024, the
  Bank received the completed documentation from Mr. **** to be added as a power
  of attorney and the beneficiary payout of the Customer’s accounts. The Bank
  approved Mr. **** to be added as a power of attorney for the Customer; however,
  the Bank required an additional review related to the payout of the accounts.
  After further review, the Bank approved
  the documentation to proceed with the payout of the accounts. On February 6,
  2025, the Bank closed the accounts and mailed a check to Mr. ****’s address at
  the attention to the Customer. Per the UPS tracking number, ******************,
  the check is currently in transit.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  
  
  

• Initial Complaint

  Date:01/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their customer service is nowhere near being #1 in my experience. They give you the runaround with regard to obtaining basic information about an account. They repeatedly state that it would be in violation of their privacy rules. I was seeking basic information and not asking for confidential information. Such basic information should be forthcoming without having to file multiple documents before I could speak witth a specialist. Whenever transferred they keep you on hold for extensive periods of time when they say it would only be 3-4 minutes. This is totally unacceptable.

  Business Response

  Date: 01/22/2025

  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 January 15, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******** (the Consumer) related to an account held by a third-party.
  For security purposes, the Bank is unable to share any details or account information with a third-party. If the Consumer has any questions or requires additional assistance, the Consumer may contact the Bank toll-free at 1-855-730-SAVE ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:  There wasa no response from the BBB in the body of this email to me.
  
  Earnestly,
  
  **** S. ********

• Initial Complaint

  Date:01/14/2025

  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.

  Call placed on 12/27 to initiate a dispute for fraudulent activity on savings account. Never received a call, email, letter on suspected fraudulent activity. When dispute was initiated on 12/27 I was advised that they would conduct an investigation and funds will be returned within 10 business days. To date, the funds have not been returned. I was told they are not going to return funds and can take up to 45 business days. My money is insured I have complied with all required information and I am being told I will not receive any monies back at this time due to pending investigation.

  Business Response

  Date: 01/21/2025

  BBB
  Response Duran 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 January
  14, 2025. The Bank appreciates the opportunity to address the concerns raised
  by *** ***** (the "Joint Owner”) related
  to unauthorized transfers from their jointly owned Online Savings Account
  (“OSA”).
  On December 26, 2024, the primary
  owner contacted the Bank to dispute multiple unauthorized transactions from
  their OSA to an external account. Subsequently, the Bank specialist opened an
  investigation into the primary owner’s concerns and restricted the OSA for the
  protection of the primary owner and the Joint Owner (the “Account Owners”). On January
  16, 2025, the Bank completed its investigation and credited the OSA for the unauthorized transfers with the
  appropriate interest.
  Later that
  same day, the primary owner contacted the Bank requesting to transfer the funds
  to an external account and close their OSA. However, restrictions remained on
  the Joint Owner’s profile. Subsequently, the Account Owners contacted the Bank
  and the Bank specialist successfully authenticated the Account Owners and
  cleared the security concerns on the Joint Owner’s account. Accordingly, the
  Bank processed the transfer to the authorized external account and closed the
  OSA, per the Customer’s request, that same day.
  Based on the above details, the
  Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:01/10/2025

  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 believe this account has been assigned to me in error, as I am not liable for the debt in question.I have no contractual obligation with *********** and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since *********** has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  Business Response

  Date: 01/17/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on January 10, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ******* (the Customer) related to a validation of the debt owed for ****************************** 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 November 27, 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 January *******, as a result of the Customer failing to make a payment to satisfy the amount due by July 31, 2022. 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 ************************** ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  
  ******** is the original creditor and is not a debt collector. ******** has no record of the Customer requesting debt validation prior to January 10, 2025. ******** sent the Customer the requested documents on January 14, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 15 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is liable for the balance of $6,433.15. ******** 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.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.