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 1978 Cranberry Twp, PA 16066-0978

• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  

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:11/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Apple Card *************. I *** not have a contract with *************, They did not provide me with the original contract as I requested.

  Business Response

  Date: 11/14/2024

  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 November 7, 2024. ******** 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 error occurred. According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on April 20, 2022. 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.
  ******** sent the Customer the requested documents on November 13, 2024,validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 statement, showing records of transactions and payments to validate the balance and the debt owed.******** successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The account was closed and charged off on November 30, 2023  as a result of the Customer failing to make a payment to satisfy the amount due by June 30, 2023. The Customer is responsible for the balance on the account in the amount of $2,354.68 provided in the latest statement from November 2023.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:11/06/2024

  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.

  Im here to formally file a complaint against Marcus by Goldman Sachs in regards to what has happened/is currently happening. I had opened up a high yield savings account with them in late 2023, putting in ****** dollars only for them to force close my account without communication to which, they are currently holding. I received a voicemail from them where I called them back. During this call, the representative was unable to access my account and told me that they would call me back. They failed to do so. I gave them a call back and a representative was able to tell me that they needed me to do a 3-way call with my bank and them, however, since my back was closed, I called back at a later time when my bank was open. I made sure to confirm that the lock on my account was able to be released. Upon confirmation, I called back and a representative told me that the number I registered did not correlate to my number in their public database. The number they read out was to a family member who is not on my phone plan, so they marked my account as fraud. Despite telling them so, they told me there was nothing they could do, but I can still remove the hold on my account. After another conversation to a different representative, they told me that it was already forced closed and that the other representatives must have been mistaken and that my money should be returned to soon. Fast forward to nearly a year later, my money still has not been returned and they were unable to provide me a date on when they would return it, after numerous exhausted attempts and calls to get them to release my money. Please help me get money back.

  Business Response

  Date: 11/13/2024

  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 November 7, 2024. The Bank appreciates the opportunity to address the concerns raised by An-******* ****** (the Customer) related to accessing their ************** Account (***).
  On November 9, 2023, the Customer initiated an incoming transfer from an external account to their ***. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank restricted the Customers ***.
  Later that same day, the Customer contacted the Bank regarding their account access, but the Bank could not successfully authenticate the Customer. Due to the ongoing security concerns, on November 16, 2023, the Bank made the business decision to close the Customers ***. Unfortunately, the Bank experienced a delay in closing the *** and returning the funds back to the Customer.
  On November 11, 2024, the Bank contacted the Customer to assist in transferring the funds to the funding account. Later that same day, the Bank successfully processed the Customers request. 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.

  Customer Answer

  Date: 11/14/2024

   
  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,
  
  An-******* ******

• Initial Complaint

  Date:11/05/2024

  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.

  From about April a May this all start . Me an my grandmother as a joint account an they close it but have not send back the funds to us on till now all they keep on saying there investigating from May on till now an no one give a follow up are all these months if I dont call I dont have no update an I am going through financial hardship now I am at this point to kill my self an done because my bills are getting more an more an I am getting poor an poor because of this bank . They have 40,450$ an on till now either me are my grandmother who was on the account cant get it all now. Its a 3 person joint account my self ****** ******* , ***** **** , ****** ****** which all the funds got close in my account with. ******************** which is ****** Account all funds was in I take care of my grandmother an Grandaunt which I have own fund in the accounts too an at this point either of the 3 of us are yet to get a check are to hear whats going on all they say is review an investigation thats it no good answer to see where is the money on till today. I will attach all papers a documents for all owner an my self

  Business Response

  Date: 11/11/2024

  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 November 6, 2024. The Bank appreciates the opportunity to address the additional concerns raised by ****** ******* (the Consumer) related to their ************** Account (OSA).
  On June 7, 2024, the Consumer contacted the Bank requesting to close their OSA and transfer the funds to an external account. During the closure processing review, the Bank identified security concerns regarding the Consumers identity and declined the transfer. Subsequently, the Bank opened an investigation into the account, and restricted the *** until the security concerns could be resolved.
  On July 19, 2024, due to the ongoing security concerns, the Bank made the business decision to close the Consumers OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22518910
  
  I am rejecting this response because: I need my money thats what I am talking about this is over 7 month now so why I have not received my money since the account is close an why the dont reach out to me about what security concerns thats there when I call all the time I just need my money because I add to file bankruptcy an I am here out to lose my house so I need to know why I will be getting my fund.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/05/2024

  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.

  Subject: Urgent Complaint: Unresolved Issues with Marcus by Goldman Sachs To the Better Business Bureau,I am writing to express my serious frustration with Marcus by Goldman Sachs. Since October 30, 2024, they have held my funds after multiple failed attempts to transfer money to my bank account. Each attempt has been reversed due to vague security concerns or alleged account violations. I have called their support team on October 30, October 31, November 1, November 4, and November 5, only to be given a new reason each time. At the end of each call, I was assured that the latest missing piece had been provided and that the transfer would go through. It never ****** make matters worse, one of my accounts was deleted without my knowledge or consent. No representative has taken ownership of resolving the issue comprehensively, preferring instead to react only to whatever is on their screen. This piecemeal approach has left me without answers or my funds. Marcuss unwillingness to properly address or ensure a resolution is appalling.I demand the immediate release of my funds and an explanation for this unacceptable handling of my account. ********************** must be held accountable for this negligence.Thank you in advance for your help.

  Business Response

  Date: 11/11/2024

  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 November 5, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* ******** (the "Customer) related to accessing funds in their ************** Accounts (OSA).
  On October 30, 2024, the Customer initiated an outgoing transfer request from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the Customers online banking access.
  On October 31, 2024, the Customer contacted the Bank regarding the declined transfer. A Bank specialist assisted in resolving the security concerns by advising the Customer that the funds need to be transferred to the respective funding accounts. Subsequently, the Bank specialist restored the Customers online banking access. Later that same day, the Customer initiated outgoing transfers to the funding accounts; however, due to a processing error, Bank specialists erroneously declined the transfers. Consequently, the Customer experience a delay in accessing their funds.
  On November 5, 2024, the Customer contacted the Bank requesting to transfer their funds to the respective funding accounts. The following day, the Bank processed the Customers request to transfer the funds to the respective funding accounts. Due to the experience, the Bank will be providing a credit to the Customers 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.

• Initial Complaint

  Date:11/02/2024

  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 was manager of ****************. This is our business line of credit number LC01000146327 .****** shut down our seller account so I m trying to keep up with payments personally.I made my last payment on October 16th.I gave call to Marcus and they told me to pay 438$ on the phone. I made the payment. Now I see my account shows I am 16 days late for 1299$ and I am incurring late fees. That is not correct. My last payment was made on October 16th which is 16 days ago and I never been informed about 1299$ payment. I have no clue about it.I request correction on this information and waiving late fees and enrolling me into hardship program. I no longer have ability to pay the amount you request. I like to keep paying personally but I need you to understand I lost my business so I need to see your understanding.

  Business Response

  Date: 11/08/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (BBB) Complaint Portal on November 2, 2024. The Bank appreciates the opportunity to address the issues raised by ***** ***** (the Customer).
  The Customers complaint alleges an error occurred around a payment made on October 16, 2024.  The Bank investigated the Customers complaint and confirmed an error did occur. The Bank apologizes for any inconvenience this caused.
  To correct this error, we will goodwill the account in the amount of $435.38 for October 16, 2024.
  To confirm, the business-use line of credit was in the Temporary Customer Assistance Program, which reduced the amount due by 50% for all billing cycles during a 3-month period. A letter detailing all amendments was sent to the business address on file on July 22, 2024. The Bank has confirmed that the Temporary Credit Assistance program was signed on June *******. The programs start date was July 17, 2024, and ended October 16, 2024.
  The account is still past due for the October 30, 2024, payment in the amount of $864.05.
  Based on the above information, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22505209
  
  I am rejecting this response because: answer is not related to the issue. you are showing me 15 days late even though I made the payment on time.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/15/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (BBB) Complaint Portal on November 12, 2024. The Bank appreciates the opportunity to address the issues raised by ***** ***** (the Customer).
  The Bank spoke with the Customer on November 13, 2024 to clarify the account was past due for the October 30, 2024, payment in the amount of $864.05.  The Customer scheduled a one-time payment for November 14, 2024, in the amount of $864.05.  The Bank waived late fees in the amount of $80.52, as a one-time courtesy.
  Based on the above information, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:11/02/2024

  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.

  For the last two weeks, I have been trying to close my no penalty certificate of deposit as I need access to additional funding for the down payment for my primary residence. Unfortunately I have not been able to get access to these funds as Marcus customer service ***resentatives are not able to understand my instructions to close the *** I wanted my money transferred to an external account however ******************** keeps telling me its not possible and that it needs to go to another external account. This took 3-4 ***resentatives to communicate with. This morning, I opened my banking app and the money has returned to the ** at Marcus and the *** has told me that the money returned accidentally and now I cant transfer it out for two weeks.

  Business Response

  Date: 11/08/2024

  BBB Response Sun
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on November 2, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** Sun (the "Customer) related to the closure of their No-Penalty Certificate of Deposit (NPCD).
  On September 30, 2024, the Customer provided the Bank with Early Instructions to close their NPCD at maturity and transfer the funds to their ************** Account (OSA). On October 19, 2024, the Customer attempted to close their NPCD via the Banks website; however, due to the previous instructions made, the closure required additional review by the Bank. The following day, on October 20, 2024,the Customer contacted the Bank requesting to change their NPCD closure instructions and to transfer the funds to their external account. However, a Bank specialist incorrectly advised that the request could not be processed.
  On October 25, 2024, the Customer contacted the Bank regarding their NPCD closure and funds transfer and a Bank specialist successfully initiated the request.However, during the transfer processing review on October 30, 2024, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer to address the concerns. ********************* declined the transfer and restricted the Customers NPCD until the security concerns could be resolved. Later that same day, the Customer contacted the Bank and a Bank specialist informed the Customer that the funds needed to be transferred back to the original funding account. ********************* restored the Customers online banking access. On November 5, 2024,the Bank contacted the Customer to assist with re-initiating the closure of their NPCD to the original funding account, which the Bank successfully processed later the same day.
  Due to the experience, the Bank will be providing a credit to the Customers *** 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:11/01/2024

  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.

  This bank/organization will not allow you to make payments unless you use debit card. My bill is only ****** and everything time I want to pay my bill you have to pay by a debit card they don't accept other methods payments and billing for you ****** on a card with a ****** balance. Something is not right with how they charge folks nor how they won't accept other methods of payment and using that wallet to only accept, and or use debit cards. Personally I would like all my interest payments back, but more importantly to make sure other folks aware of they are ripping people off using that walled process with *****. If you can't take **** or Master card payments then your goal is not about getting your money. I've sent a full payment from my bank if they don't post to my account that's on them

  Business Response

  Date: 11/08/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 1, 2024. ******** appreciates the opportunity to address the concerns raised by ******* ******** (the Customer) related to Payment method for the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer made a payment on August 30, 2024, in the amount of $214.95. On September 3, 2024, the ********************* institution returned the payment. As a result, the Customer was rebilled for the returned payment. The Customer should contact the financial institution the payment was made from with questions or concerns related to the returned payment.
  To avoid interest charges, customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, customers are charged interest on the monthly balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement. As a result, the Customer was assessed interest in the amount of $5.01, and trailing interest in the amount of $7.89. ******** is unable to reimburse the interest charges assessed to the account.
  ******** accepts payments made via ACH, check, bill pay or Apple Cash. The Customer may refer to the Making Payments section of the Apple Card Customer Agreement for additional details. ******** does not accept debit or credit cards as a form of payment. ******** contacted the Customer on November 5, 2024, and addressed the Customers concerns. During the conversation the Customer advised that they pay by check. Processing time for checks can take between 7 to 10 calendar days to post to the account upon receipt.
  ******** confirmed the account was reported current with no negative remarks. ******** confirmed the reporting was accurate as of the last furnishing. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting. The Customer should refer to the Apple Card Customer Agreement or contact the Bank directly for questions related to how minimum payments are calculated.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/08/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 1, 2024. ******** 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. Based on the Banks investigation, the Bank determined the Customer is liable for the account. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on August 30, 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. ******** is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account.
  ******** confirmed the account was reported accurately to the **************************** The Customer did not make a payment to satisfy at least the minimum amount due by December 31, 2019. As a result, the Bank reported the account past due to the ************************** ******** 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 closed and charged off as of June 30, 2020. ******** sent  the Customer the requested documents on April 03, 2024 and on November 08, 2024 validating the Customer's debt including a copy of the Apple Card Customer Agreement and eleven 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 on the account in the amount of $1,089.68 provided in the latest statement from June 30, 2020. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being blocked from transferring money out of my ************* account (underwritten by Goldman Sachs ************** branch) to my Apple Cash account. I have tried several times over the past 2 days and the message states "declined" with no further explanation given. I have been advised that I need to call support to "verify" my transfer, but when I call support, they can only tell me that the transfer cannot be placed to that account, and to "try again later". No time frame given for when the transfer will work. No reason given for why it's being declined. They have advised there is no one at Goldman Sachs they can transfer me to who could provide this explanation.This is my money. The app clearly shows I have the funds available. Why can't I transfer money between my own accounts, and why can no one at Goldman Sachs explain what the issue is? They are essentially holding my funds hostage.

  Business Response

  Date: 11/06/2024

  Goldman Sachs (the Bank) received the above-referenced complaint via the Better Business Bureau Complaint Portal on October 31, 2024. The Bank appreciates the opportunity to address the concerns raised by **** ***** (the Customer)related to accessing their Savings account.
  Between October 30, 2024 and October 31, 2024, the Customer initiated multiple outgoing transfer requests from their Savings account to their Apple Cash account.During the transfer processing reviews, the Bank identified security concerns regarding the transfers and declined the transactions.
  On October 31, 2024, the Customer contacted the Bank regarding the declined transfers and a Bank specialist advised the Customer the funds could be returned to the original funding accounts. Subsequently, the Customer re-initiated the previously declined request; however, the Bank identified the same security concerns and declined the transactions. On November 1, 2024, the Bank sent a correspondence to the Customer requesting the Customer to contact the Bank. The Bank can be contacted at ************** for further assistance.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made the mistake of choosing Marcus by Goldman Sachs as the bank in which to move my life savings. Ironically, I moved from *****'s Savings account (which is also through Goldman Sachs) because I cannot add my husband a joint owner on that account and, in the unlikely event of my death, I didn't want him to have to do extra paperwork. I attempted to make a withdrawal to cover a financial emergency (which is the reason I have them here and not invested, so that I have liquidity in case of an emergency) and they locked my account. It has been weeks now and they will not allow me to withdraw any of my money, they have no time frame for when their "investigation" will be completed, and I'm in a holding pattern. This has caused me financial hardship as a result. The customer service **** are unhelpful and disinterested in assisting me. How can a bank be allowed to do this? This feels like theft and I deeply regret my decision to bank with Marcus. I have offered to send statements from the bank from which it was moved to show that it was small amounts of money saved incrementally over a long period of time but they don't care -- what kind of investigation is this, then? They haven't offered any solutions and won't offer a timeframe for a resolution and it has already been weeks. I have had this Marcus account for a long time with varying amounts of money in it, it has never been overdrawn, there is nothing legal that has been violated or anything. They point me to the *** on the website to find the reason for the lock but I haven't violated anything listed, nothing, and they won't shed any light on it. They won't move my money back into the account that it came from. Was it because I added my husband to the account? Because I made a deposit and, several days after it settled, attempted to make a withdrawal? Please just let me have access to my money!

  Business Response

  Date: 11/05/2024

  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 October 30, 2024. The Bank
  appreciates the opportunity to address the concerns raised by **** *******-********* (the "Primary
  Owner) related accessing funds within their jointly owned ************** Account (OSA).
  On October 8, 2024, the Joint Owner initiated an outgoing transfer from their OSA to an external
  account. During the transfer processing review, the Bank identified security concerns regarding the
  transfer. Unfortunately, a Bank specialist improperly declined the transfer and restricted the jointly
  owned ***. Consequently, the account holders experienced a delay in accessing their funds.
  On October 30, 2024, the Primary Owner contacted the Bank regarding their account access and a Bank
  specialist restored their online banking access. On November 4, 2024, the Bank successfully processed
  the account holders request to transfer funds from their *** to a linked account.
  Based on the above details, the Bank kindly requests this complaint to be closed.