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:08/07/2025

  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 January 10th 2024 at 5:55pm, I received a text message stating that GM declined a purchase in the amount of $473.00 at Walgreens (store #17797) Harrison USA, asking if I recognized the charged. I immediately contacted the credit card issuer and confirmed that I did not authorize the purchase to the merchant, and that the transaction was fraudulent. The representative that I was speaking with at the time told me that the individual was attempting to use the card again as we were on the line. I confirmed that it was not me, nor did I authorize the transaction, including that i was no near the vicinity of the store at the time on the transaction. I have contacted Goldman Sachs to dispute the charge over 10 times since January 10th 2024 and have been denied. I can not in good faith pay for a purchase that I did not make, and also attempted to go through the proper channels to report. I also contacted the Walgreens store to see what items had been purchased, the items included hair care products and a Vanilla gift card in the amount of $400 dollars. I am not in possession as of the card, and stated several times while speaking to a GM representative that I did not authorize the purchase. I would like to report the Marcus by Goldman Sachs for failing to protect me as a customer against fraudulent activity. This has been a very disheartening process over the last 17 months.

  Business Response

  Date: 08/14/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the GM Rewards Card via the Better Business Bureau (“BBB”)
  Complaint Portal on August 07, 2025. The Bank appreciates the opportunity to
  address the concerns raised by ****** ********* (the “Customer”) related to a
  transaction dispute with the merchant WALGREENS in the amount of $473.00.
  The Bank conducted an investigation and confirmed an inadvertent processing
  error occurred. The Customer initially disputed the transaction from January
  10, 2024 – July 2, 2025. The Bank applied a temporary credit while each
  dispute was investigated. Due to a processing error, the initial dispute was
  resolved incorrectly in the merchant’s favor. As a result, the temporary
  credit was reversed from March 15, 2024 – July 8, 2025. The Bank mailed the
  Customer correspondence detailing the dispute outcome for each dispute.
  The dispute was reopened on August 7, 2025, and the Bank applied a temporary
  credit while the dispute was re-investigated. The dispute was ruled in the
  Customer’s favor because further investigation supported the Customers claims
  that the transaction was unauthorized.  As a result, the temporary
  credit that was applied to the Customer’s account was made permanent on
  August 13, 2025. The Bank mailed the Customer correspondence detailing the
  dispute outcome to the physical address on the account profile. The Bank
  regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied online for the Apple Credit card by Goldman Sachs. I was denied and given an erroneous response. I called Goldman Sachs and the representatives made wild claims that it is TransUnion that approves and denies their credit cards. I asked to see what was communicated in my credit report and they said its all automatic and no one knows. They said they didn't have any knowledge of the Fair Credit Reporting Act and even remarked "You should try re-applying when your credit is better". I indeed have perfect credit with no debt. So they continue to slander me with false information which they refuse to provide. Then they refused to tell me where the company was headquartered. They said there was no one in the company with this information and that they couldn't transfer me to anyone else.

  Business Response

  Date: 08/13/2025

  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 07, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******* (the “Consumer”) related to a declined application for Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Bank’s records, the Consumer submitted the most recent application on August 05, 2025. When a consumer submits an application, the Bank evaluates multiple factors, including the consumer’s credit score, credit report (including current debt obligations), and the income reported on the application when reviewing the Apple Card application. Unfortunately, the Bank was unable to approve the Consumer’s application. Consequently, and in adherence with applicable law, the Bank sent the Consumer an email detailing the reasons the Bank was unable to approve the application on August 05, 2025. The Bank has provided the contact information for TransUnion on the email sent to the Customer on August 5, 2025. The Customer can contact TransUnion directly with concerns related to the accuracy of the information reported within the Consumer’s Credit Report. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 08/13/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23711288, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a call on 8/1/25 at 12pm from someone at Marcus saying to call back. I called back and they wanted to send a txt to my phone with a pin. I told them that I was not able to do that at that time as my phone was getting poor service and I would not be able to be on the call and get the txt at the same time. They told me they would "restrict my account" and that someone would be in contact. I get a letter the following week, stating that my account is restricted until I call the number in the letter. I call the number right away and after being on hold for >35 minutes while the person "looked into it" I was told my accounts were closed. When I asked why, I was told for security reasons but was not given detail as to what that meant. Again, I asked for details as to what that meant and the associate just kept repeating the same statement. I asked to speak to someone who could tell me what the "security reasons" were specifically and the lady told me she didn't understand what I was asking. I ultimately gave up, and asked to talk to her supervisor, continued to sit on hold for >20+ minutes and still have not been told as to why my account was closed. If my account is closed I should be told exactly why, "security reasons" could mean that my account was hacked, and if thats the case I would need to file a police report. The company was not able to provide me the specific "security reason" as to why my account was closed. After another 20 mins on hold I was told a different email address was used to access the account. I asked how that was possible if I have 1 email as the username, they told me that they don't know. When I was finally connected to ANOTHER supervisor I was told that I was told incorrect info and that my account was restricted and closed bc I used a diff IP. They made 1 attempt to contact me and when I called back was locked out of my account. The customer service for this company is absolutely awful.

  Business Response

  Date: 08/14/2025

  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 7, 2025. The Bank appreciates the
  opportunity to address the concerns raised by ***** ******** (the “Customer”)
  related to accessing their Certificate of Deposit (“CD”).
  On June 30, 2025, the Customer opened and funded their
  9-month CD. On July 2, 2025, the Bank conducted a review of the account and
  identified security concerns regarding the Customer’s linked external account. In
  accordance with the Bank’s Deposit Account Agreement, customers may only link an
  external account in their name. As a result, the Bank restricted the Customer’s
  CD until the security concerns could be resolved.
  On July 30, 2025, the Bank attempted unsuccessfully
  to contact the Customer to address the security concerns. Due to the ongoing
  security concerns, on August 1, 2025, the Bank made a business decision to
  close the Customer’s CD. Later that same day, the Customer contacted the Bank
  regarding the closure of their account, but the security concerns remained.
  On August 6, 2025, the Customer contacted the Bank again
  regarding the closure of their CD. Unfortunately, due to inadvertent errors, Bank
  specialists provided misinformation to the Customer regarding their account. Consequently,
  the Customer experienced a delay accessing their funds.
  After further review, the Bank determined that the
  funds within the CD must return to the original funding account. The Bank
  requires Customer authorization to proceed with the transfer of their funds. The
  Bank requests the Customer call the Bank toll-free at ************** ****************, Monday to Friday, 8 am – 10 pm, Saturday to Sunday, 9 am – 7
  pm ET for further assistance.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.

  Customer Answer

  Date: 08/14/2025

  
  
  Complaint: 23710869
  
  
  
  I am rejecting this response because:

  I called to verify the account. The external bank was also on the call and they verified the account. After being on the phone for over an hr, I was told that the money cannot be refunded and a dispute will be started. They were not able to tell me when my money world be refunded. This is unacceptable. They locked my account and removed all my money. They do not have a solution as to how to refund it. This needs to be fixed ASAP. I want a check mailed to my house, with 1 day certified express mail, right away. 

  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/05/2025

  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 manages the GM credit card. Since the announcement three months ago that Goldman Sachs will be transitioning the GM Card to Barclays on 8/22/25, I have no longer been able to redeem GM points toward GM Certified Service. Another benefit of the card is a $100 annual statement credit upon spending $1,500 on fuel. Since the announcement, Goldman Sachs has stopped tracking the fuel spend, despite mailings stating they would honor this commitment in 2025. I have spent $1,500 in fuel and have not received the $100 statement credit. I have called customer service every week for the past five weeks and have been told that Goldman Sachs' systems have experienced errors since the transition announcement and that many other customers are experiencing the same issues, but no resolution is provided. The case number from the original call just remains indefinitely pending, likely until the transition to Barclays, at which point nothing will be provided.

  Business Response

  Date: 08/13/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the GM Rewards
  Card via the Better Business Bureau (“BBB”) Complaint Portal on August 06,
  2025. The Bank appreciates the opportunity to address the concerns raised by
  **** ****** (the “Customer”) related to a GM Rewards Card rewards promotion.
  The account is currently under review. The Bank requires additional time to
  complete the investigation. The Bank will send the Consumer a communication
  with the outcome once the review is completed. The Consumer should contact
  the Bank directly with any questions at **************. Bank representatives
  are available 24 hours a day, 7 days a week.
  The Customer may contact the My GM Rewards team for further assistance on
  reward redemption, by phone at **** ******** and selecting the “Rewards”
  option. The My GM Rewards team is available Monday-Saturday 9:00 AM -8:00 PM
  ET.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 08/18/2025

  
  
  Complaint: 23706058
  
  
  
  I am rejecting this response because:  The business has had 7 weeks to respond to a simple question and has failed to do so despite multiple requests.  The continued request for more time is simply a stall tactic until the transition to the new credit card servicer, at which point the complaint moves to a class action lawsuit.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband died 7/12/2024 - ** **** - - his mailing address ** *** *** ******** ** *****
  he had a gm credit card with zero balance on it.
  I have his death certificate and letters testamentary.
  For some unknown reason Goldman Sachs that took over GM Credit Card does not do emails or letters. They want me to mail in his death certificate and letters of testamentary to the philadelphia office where what ? what happens to these extremely important documents and are in whose hands.
  CLOSE THE ACCOUNT.
  I have dealt with the IRS - Ezpass - NYS Dept of Taxation - countless banks - HSA etc and never had to deal with such inadequate dealings
  Do peoples important information get stolen in this manner.
  It is 2025 - I can email this information in or scan it in and send it to you. Why would you allow people who are opening the mail to have such documents when they have phones with Cameras.
  Please CLOSE HIS CREDIT CARD ACCOUNT - I called and they still one year later do not have a hold on the card.

  Business Response

  Date: 08/13/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to GM Card via the Better Business Bureau (“BBB”) Complaint Portal on
  August 6, 2025. The Bank appreciates the opportunity to address the concerns
  raised by ****** ******* on behalf of ******* ******** (“the Deceased”)
  related to a GM Card account closure.
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Bank can only provide account information to the confirmed estate
  administrator. The Consumer can send a photocopy of the documents to confirm
  the customer is deceased and a document verifying the estate administrator
  through the mail to Goldman Sachs Bank USA, **** **** **** ******* ** *** ****** ************* ** **********. Once the Bank receives the documents, it
  may take up to 30 days to confirm; during this time, statements won't be sent
  out and nothing will be due on any potential account. Once confirmed, it may
  take up to 30 days to make any account corrections.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:08/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary of Events:
  On June 18, 2025, my financial advisor informed me that a $900,000 ACH transfer from my Marcus savings account (ending in ****) to ****** ***** was declined. When I called Marcus, they claimed it was flagged due to suspicious login attempts and an unresolved issue with a check I had deposited in October 2024—a check that had long since cleared without issue. I was advised to open a new savings account and close the old one for “security reasons.”
  
  On June 20, I followed their instructions and opened a new account. I was assured the ****** ***** account would be verified in 1–3 business days and that no additional issues were expected. No one warned me that opening a new account could trigger further restrictions.
  
  On June 23, I was told the check was verified and the external account confirmed, yet a restriction remained.
  
  On July 2, a security representative said the account was now flagged for “quick money movement”—even though the only movement occurred because Marcus directed me to open a new account. I was told even account closure wasn’t possible due to the restriction.
  
  On August 2, I was informed of a new flag: a “non-residential address,” which had never been raised before. Then I was told my account was being closed for undisclosed reasons, yet again the funds could not be released due to ongoing restrictions.
  
  Primary Concerns:
  
  Withheld Funds: Marcus continues to block access to my funds without formal explanation.
  
  Inconsistent Justifications: Reasons have shifted—from login attempts to a previously cleared check, to account activity, to an address flag.
  
  Misinformation: I was told to open a new account, which then became the basis for restrictions.
  
  Poor Service: Repeated calls and escalations have not led to any resolution.

  Business Response

  Date: 08/08/2025

  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 3, 2025. The Bank appreciates the opportunity to address the concerns
  raised by ***** *** (the "Customer”) related to accessing their Online
  Savings Accounts (“OSA”).
  On June 17, 2025, the Bank
  received a withdrawal request from the Customer’s OSA (account ending in ****)
  to an external account. During the transfer processing review, the Bank
  identified security concerns regarding the verification of a check previously
  deposited and attempted unsuccessfully to contact the Customer to address the
  concerns. Consequently, the Bank declined the transaction and restricted the Customer’s
  account access.  
  The following day, the
  Customer contacted the Bank regarding their account access. During the call, a
  Bank specialist conducted an authentication process to verify the Customer’s
  identity. However, the Bank specialist did not address all the security
  concerns associated with the Customer’s profile. As a result, on June 23, 2025,
  the Bank declined the Customer’s request to transfer funds from their OSA
  (account ending in ****) to an external account. Unfortunately, due to an
  inadvertent errors, the Customer experienced a delay in gaining access to their
  funds.
  After further review,
  the Bank resolved the remaining security concerns associated with the
  Customer’s profile. On August 4, 2025, the Customer contacted the Bank
  requesting to close their OSAs with the funds transferring to an external
  account. The following day, the Bank completed the Customer’s request.
  Based
  on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Goldman Sachs National Bank, the issuing bank for the Apple Credit Card, regarding their failure to process a refund for a disputed transaction.
  
  On February 24, 2025, I purchased three pairs of pants from a company called Perk for $116.65, followed by two additional charges on March 10, 2025, for $110.20 and $77.40 respectively (Order #137737). Although I ordered through Perk, the transactions appeared on my Apple Card statement as SHOPIFY.
  
  All three items were returned using Perk’s return authorization process, and Perk Support confirmed receipt of the items via email on March 28, 2025, stating:
  "Once we inspect the items we'll promptly process your refund and send you an email confirmation to keep you informed about the status of the refund. We appreciate your patience and understanding, ***."
  
  Despite providing Goldman Sachs with complete documentation of the return and confirmation from the vendor, my refund has not been issued, and my dispute remains unresolved. This situation is unacceptable and reflects poorly on both the vendor and the credit card issuer, as I have fulfilled all obligations as a consumer.
  
  I am requesting that Goldman Sachs immediately process the refund for all three charges totaling $303.85 and close this dispute in my favor.
  
  Please contact me at your earliest convenience to confirm receipt of this complaint and provide a timeline for resolution.
  
  Thank you,
  
  ******* *******

  Business Response

  Date: 08/07/2025

  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 1, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ******* (the “Customer”) related to three transaction disputes with the merchant Shopify, totaling $304.25.?

  
  The Bank conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the three transactions in the amounts of $116.65, $110.20 on March 24, 2025, and $77.40 on May 27, 2025. The Bank applied temporary credits while the disputes were investigated. The Bank resolved the dispute for $116.65 in favor of the Customer. As a result, the temporary credit was made permanent on May 26, 2025. The Bank sent the Customer an email detailing the dispute outcome. Due to the processing error, the Bank resolved the initial disputes in the amounts of $110.20 and $77.40 incorrectly in the merchant’s favor. As a result, the temporary credits were reversed son May 27, 2025, July 17, 2025, and July 22, 2025. The Bank sent the Customer an email detailing each dispute outcome.

  
  The disputes were reopened on July 22, 2025, and the Bank applied temporary credits while the disputes were re-investigated. The disputes were ruled in the Customer’s favor due to the Bank’s processing error. As a result, the temporary credits that were applied to the Customer’s account were made permanent on August 5, 2025. The Bank sent the Customer an email detailing each dispute outcome. The Bank regrets the frustrations the Customer experienced.

  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/27/2025

  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.

  Attempted to use my card and received an email alerting me that the purchase was declined for security purposes. Called into customer support and was told my account had a restriction and that it would take 5-7 business days for the restriction to be reviewed. No explanation as to why my account was randomly selected for said restriction and now I am stranded on vacation unable to use my card. The customer service I received was less than acceptable as everyone I spoke to seemed incompetent and were not able to assist me.

  Business Response

  Date: 08/01/2025

  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 July 27, 2025. The Bank appreciates the opportunity to address the concerns raised by ********* ****** (the Customer) related to a restriction on the Apple Card account. The Bank conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on November 04, 2022. As stated in the Apple Card Customer Agreement, the Bank may suspend or close your Account, or suspend or cancel any feature on your Account, at any time and for any reason permitted under applicable law. As part of a regular review process, the Bank placed a restriction on the account until additional research could be completed. Based on the investigation, the Bank was unable to locate any suspicious, fraudulent, or unauthorized takeover of the Customers account. The Bank has removed the account restriction as of July 29, 2025. The Customers account is now in active status and all cards are available for use. The Bank attempted to contact the Customer to address on August 01, 2025, but was unsuccessful. The Bank is unable to provide the Customer with compensation.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23660282
  
  I am rejecting this response because: the customer service experience was and is lackluster. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:07/25/2025

  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.

  My wife and I are joint owners of all Marcus accounts. in July 2025, CD's (dozens) had reached maturity and the funds were deposited into our online savings as instructed. All the funds from these matured CD's were then placed into new Marcus No Penalty CD's (13 month term).
  
  On July 21 many CD's had matured and the money deposited (including interest) into online savings. That money was then taken out to fund new 13 month No Penalty
  CD's. Then on July 23rd (CD matured July 22nd) those CD funds were deposited into online savings with interest. We then opened three new 13 Month No Penalty CD's with those online savings funds.
  
  On July 23rd at about 1:55 pm, a call came into my cell phone. I went to answer it but the call dropped. I then received an email stating to call Marcus immediately. I reached out to Marcus at about 2:15 pm on July 23rd. 2025. I explained what had just happened and was returning their call and email. The person said the account had been closed and there was nothing I could do about it. I asked to speak to a supervisor. He connected me with Vanessa. I explained to her that many CD's were maturing and the funds being switched out of online savings into new CD's. She placed me on a few 4 minute waits and then said Security wanted four account numbers of 4 most recent transactions and new account CD numbers. With her help, we provided five recent transactions. Was told to wait 3 to 7 business days for a response.
  
  Called Marcus on 7/24 and Louis connected me to Debbie. I explained to Debbie what was happening with new maturing CD's and she said wait for the 3 to 7 business days for a resolution. Debbie said no accounts had been closed, just restricted pending Security.
  
  I cannot access any of my funds. As more CD's are maturing in next few days, no idea where funds are going nor at what interest rates. We have done nothing different that in the past, as the CD's mature, go into online savings and back out as new CD's all within Marcus.

  Business Response

  Date: 07/30/2025

  BBB Response *******
  ID 23653305
  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 July 25, 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 July 9, 2025, the Bank performed an account maintenance review, identified security concerns regarding the account, and attempted unsuccessfully to contact the Customer. On July 23, 2025, the Customer contacted the Bank regarding their accounts. During the call, a Bank specialist advised the Customer that the Bank would be closing their accounts.
  After further review, on July 25, 2025, the Bank determined the aforementioned closures had been advised erroneously. Later that same day, the Customer contacted the Bank regarding the status of their CDs. During the call, the Customer requested to close their CDs (accounts ending in ***** ***** ***** ***** ***** ***** *** ****) with funds transferring to their Online Savings Account (account ending in ****). That afternoon, the Bank successfully processed the Customer’s request.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/30/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23653305, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed several fraudulent Amazon charges on my account. I contacted Marcus and they claimed every charge would be disputed. I received several dispute resolution letters, but upon reviewing each one of these found that several charges were not disputed. I contacted Marcus and spent over an hour chatting with a representative who told me she would take care of the remaining charges that required dispute. I find out the next day, she only processed a handful of these so I contacted Marcus again. Marcus then tells me I have to call back in to start the dispute process over. I am requesting that Marcus make this right and handle this without taking any more of my time.

  Business Response

  Date: 07/28/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the GM Business
  Card via the Better Business Bureau (“BBB”) Complaint Portal on July 21,
  2025. The Bank appreciates the opportunity to address the concerns raised by
  ***** **** (the “Customer”) related to multiple transaction disputes with the
  merchant Amazon.

  
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records the Bank disputed transactions from January
  2025-May 2025 with the merchant Amazon as requested by the Customer. 
  The Customer initially disputed 134 transactions on May 23, 2025. The Bank
  applied temporary credits while the disputes were investigated. Based on the
  investigations and a review of the evidence provided, the Bank resolved 133
  disputes in favor of the Customer. As a result, the temporary credits that
  were applied to the Customer’s account were made permanent from July 12, 2025
  – July 21, 2025. The Bank sent the Customer an email detailing the dispute
  outcome for each dispute. The Bank confirmed on May 04, 2025, the merchant
  posted a refund credit in the amount of $49.21.  Based on the refund,
  the Bank resolved the one dispute as merchant credited. As a result, the
  temporary credit of $49.21 that was applied to the Customer’s account was
  reversed on May 24, 2025. The Bank sent the Customer an email detailing the
  dispute outcome.

  
  The Bank attempted to contact the Customer on July 22, 2025 and July 23, 2025
  to inquire about the additional requested disputes but was unsuccessful. The
  Customer is welcome to contact the Bank to start a new transaction dispute
  investigation if needed. The Bank is available 24 hours a day, 7 days a week
  by phone at ************** or by chat on ************** through the account dashboard. Customers can send dispute evidence at any
  time by responding to the request for evidence email or by mail to Goldman
  Sachs Bank **** **** **** **** ******* ******* ****** ************* ** **********. The Customer should label all evidence with the case number and
  avoid sending original documents. The Bank conducted a review of interactions
  and was unable to locate any record of mistreatment or misinformation
  provided by a Bank representative.

  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 07/28/2025

  
  
  Complaint: 23630462
  
  
  
  I am rejecting this response because:

  I am showing that the following transactions were not disputed...

  
  2/19/25 - Amazon - $16.23 
  2/21/25 - Amazon - $8.51 
  3/16/25 - Amazon - $31.74 
  3/18/25 - Amazon - $42.22 
  3/20/25 - Amazon - $16.34 
  4/20/25 - Amazon - $16.23 
  4/21/25 - Amazon - $112.74 

  I reported to the bank that these were also fraudulent and was told they would be disputed, but I don't have record that these have been disputed as promised.  Please advise.  

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 08/04/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the GM Business
  Card via the Better Business Bureau (“BBB”) Complaint Portal on July 28,
  2025. The Bank appreciates the opportunity to address the concerns raised by
  ***** **** (the “Customer”) related to multiple transaction disputes with the
  merchant Amazon.
  The Bank conducted an investigation and confirmed no Bank error occurred. Per
  the Bank’s previous response, the Customer initially disputed 134
  transactions on May 23, 2025. The Bank applied temporary credits while the
  disputes were investigated. Based on the investigations and a review of the
  evidence provided, the Bank resolved 133 disputes in favor of the Customer.
  As a result, the temporary credits that were applied to the Customer’s
  account were made permanent from July 12, 2025 – July 21, 2025. The Bank sent
  the Customer an email detailing the dispute outcome for each dispute. The
  Bank confirmed on May 04, 2025, the merchant posted a refund credit in the
  amount of $49.21.  Based on the refund, the Bank resolved the one
  dispute as merchant credited. As a result, the temporary credit of $49.21
  that was applied to the Customer’s account was reversed on May 24, 2025. The
  Bank sent the Customer an email detailing the dispute outcome.
  The Customer references seven (7) transactions that weren't disputed in the
  total amount of $244.01. According to the Bank’s records the disputes were
  resolved in the Customer’s favor on July 20, 2025. The dispute credits were
  made permanent on July 20, 2025. The Bank sent the Customer an email
  detailing each dispute outcome.  The Customer may refer to the July 2025
  statement to review the posted credits.
  The Bank attempted to contact the Customer on July 22, 2025 and July 23, 2025
  and August 4, 2025 but was unsuccessful. The Bank conducted a review of
  interactions and was unable to locate any record of mistreatment or
  misinformation provided by a Bank representative.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.