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:07/20/2025

  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 purchased two bathing suits from a company called Modilly. When I received the merchandise I didn’t like them so per Modilly website I sent them back. Since June 1st I have sent 6 emails to the company requesting a refund back to my Marcus credit card. I have talked to 8 different supervisors from Marcus who has done nothing but lie to me. I have sent Marcus every email from Modilly promising me they will give me a credit and I have received nothing. I have opened at least 6 disputes and Marcus tells me I closed them. How can this be allowed to go on? They have my merchandise and I have nothing.

  Business Response

  Date: 07/25/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the GM Card via
  the Better Business Bureau (“BBB”) Complaint Portal on July 20, 2025. The
  Bank appreciates the opportunity to address the concerns raised by ***** ****
  (the “Customer”) related to a transaction dispute with the merchant Modilly
  in the amount of $87.06.
  The Bank conducted an investigation and confirmed an inadvertent processing
  error occurred. The Customer initially disputed the transaction in the amount
  of $13.09 on June 11, 2025 and requested to withdraw the dispute on the same
  day. Subsequently, the Customer reopened the dispute for the full amount of
  $87.09 on June 11, 2025, the Customer requested to withdraw this dispute as
  well. The Bank applied a temporary credit while each dispute was
  investigated. As a result, the temporary credits were reversed on June 11,
  2025. On June 22, 2025, the Customer requested to reopen the dispute for the
  full amount, however due to a processing error the partial amount of $13.09
  was disputed. The Bank applied temporary credit while the dispute was
  investigated. The dispute was resolved in the Customer ‘s favor because the
  Customer provided evidence on June 20, 2025, confirming the merchant agreed
  to issue a partial refund in the amount of $73.97.  As a result, the
  provisional credit was made permanent on June 22, 2025. The Bank sent the
  Customer an email detailing each dispute outcome.  According to the
  Banks’ records, the merchant issued a partial refund as agreed, resulting in
  a credit balance refund on the Customer’s account in the amount of $73.97. As
  of July 23, 2025, the Customer has received credits for the full transaction
  amount of $87.06. 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:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Urgent Complaint Regarding Withheld Funds – Marcus by Goldman Sachs
  Complaint Reference: #23360905
  
  To Whom It May Concern,I am writing to express my deep frustration and concern regarding an unresolved issue with Marcus by Goldman Sachs. I have submitted multiple complaints over the past few months, most recently complaint #23360905, which received no response or resolution.
  As of today, July 18, 2025, the matter remains unresolved.Marcus by Goldman Sachs has held my funds since May 2025 without explanation. Despite numerous attempts to close my account and transfer the remaining balance to my linked external account (which is listed as an internal account within their online savings platform), the institution has failed to take action.
  Additionally, I have been locked out of my account and have been repeatedly told that I cannot pass identity verification, even though I had no issues with verification before depositing approximately $14,197.82 into the account.
  
  This situation has devastated my life. I am now experiencing homelessness, have lost my personal belongings and transportation, and was forced to surrender my emotional support animal due to financial hardship. I am currently without stable shelter and resources. My linked external checking account is also in the negative, soon to be closed due to insufficient funds.
  I believe this company is engaging in highly unethical behavior by withholding customer funds while accruing interest on those funds. I also know of at least one other individual facing an identical situation with Marcus, suggesting this may be a broader pattern of misconduct.
  
  I am asking for urgent assistance from the Better Business Bureau to help resolve this matter and secure the immediate release of my funds. I also believe this issue may warrant legal action and regulatory investigation. Please let me know what steps I need to take next. I am in dire circumstances and urgently need access to the money that is rightfully mine.

  Business Response

  Date: 07/25/2025

  BBB Response Scott
  ID 23623163 
  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 19, 2025. The Bank appreciates the
  opportunity to address the concerns raised by ***** ***** (the "Consumer”)
  related to their Online Savings Account (“OSA”).
  On May 14, 2025, the Bank conducted an account
  maintenance review of the Consumer’s profile, identified security concerns and
  restricted the OSA.  
  Due to the ongoing security concerns, on May 21,
  2025, the Bank made the business decision to close the account.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.
  

• Initial Complaint

  Date:07/18/2025

  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.

  It appeared that their priority was more on boosting profits than on delivering quality customer service. Instead of genuinely helping me, they only gave me instructions on how to close my account if I chose to do so. This response raised concerns for me, leading to the decision to cancel my online savings account and move my funds to my USAA checking account. After nearly ten years with Marcus by Goldman Sachs, I ultimately opted to close my account completely.

  Business Response

  Date: 07/24/2025

  BBB Response ****
  ID 23622494
  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 19, 2025. The Bank appreciates the opportunity
  to address the concerns raised by ***** **** (the “Customer”) related to the closure
  of their jointly owned Online Savings Account (“OSA”).
  On July 18, 2025, the
  Customer contacted the Bank requesting instruction for how to close their OSA, which
  a Bank specialist informed how to complete closure online. During this same
  call, the Customer raised a concern that the joint owner appeared to be removed
  from their OSA. Upon review, the Bank can confirm that the Customer currently
  has a joint owner on their OSA and there is no record of an account owner being
  removed.
  On July 21, 2025, the
  Customer initiated outgoing transfer requests from their OSA to a linked external
  account, which the Bank completed the same day.
  On July 24, 2025, the
  Bank attempted unsuccessfully to contact the Customer to assist with their
  account closure. The Bank requires Customer authorization to proceed with the OSA
  closure. If the Customer wishes to proceed with OSA closure, 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.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.
  

  Customer Answer

  Date: 07/25/2025

  
  
  Complaint: 23622494
  
  
  
  I am rejecting this response because:
  
  
  

  I did not reach out to the bank to close my account; rather, my intention was to update my wife's employment details. This became an unexpected issue after years of having the account, as the bank suddenly required her job information per state regulations. However, her status as a homemaker and my retirement had been the information on record since we opened the account. It's vital that this information be documented, as the overall customer service from this bank has been disappointing. Their lack of consideration for customers should be noted for others to avoid this institution. There are certainly better banking options available that value their clients.

  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/18/2025

  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.

  I was locked out my online banking from Marcus by Goldman Sachs and I have been trying to get the affidavit letter from them for almost few months, in which I never did. I need to unlock my bank accounts and I was told they would send the letter multiple times. There customer service sucks

  Business Response

  Date: 07/25/2025

  BBB
  Response Ma
  ID 23620074
  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
  18, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ** ** (the "Customer”) related to accessing their Online Savings
  Account (“OSA”) and Certificates of Deposits (“CD”).
  On February 12, 2024, the Bank
  identified security concerns regarding the Customer’s identity and restricted
  the accounts until the security concerns could be resolved. On March 26, 2024, the Customer
  contacted the Bank regarding their online account
  access, but the security concerns remained. As an alternative verification
  method, the Bank mailed the Customer an Affidavit of Identity (“AOI”) to the
  address on file on May 6, 2024. Between June 2024 to March 2025, the Customer
  did not contact the Bank regarding their accounts.
  On April 24, 2025, the Customer
  contacted the Bank regarding their account access. After further review, the
  Bank made an exception to resolve security concerns without an AOI. As a result,
  a Bank specialist verified the Customer’s identity utilizing alternative
  methods. Unfortunately, due to inadvertent errors, the Customer experienced a
  delay in regaining access to their accounts.
  After further review, on July 21, 2025,
  the Bank restored the Customer’s online banking access and attempted
  unsuccessfully to contact the Customer. Due to the experience, the Bank will be
  providing a credit to the Customer's account as a token of goodwill within the
  next five business days.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/28/2025

  
  
  Complaint: 23620074
  
  
  
  I am rejecting this response because: since I couldn’t log into my account my over a year. The CD is renewed automatically without my permission! I want to break the CD term without having to pay penalties and also I didn’t get any token as they promised giving to me. 
  
  
  
  Sincerely,
  
  
  
  ** **

  Business Response

  Date: 08/04/2025

  BBB Response Ma
  ID 23620074
  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 28, 2025. The Bank appreciates the opportunity to address the additional concerns raised by ** ** (the “Customer”) related to closing their Certificates of Deposits (“CD”).
  Per the Bank’s previous response, on July 21, 2025, the Bank restored the Customer’s online banking access and attempted unsuccessfully to contact the Customer. On July 30, 2025, the Customer contacted the Bank requesting to close their CD; however, due to inadvertent errors, the Bank experienced a delay in processing the Customer’s request.
  The Bank requires Customer authorization and additional information in order to proceed with their CD closures as requested. Consequently, 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.
  Separately, the Bank provided the Customer with a credit to their Online Savings Account (account ending in ****) on July 28, 2025.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 08/05/2025

  
  
  Complaint: 23620074
  
  
  
  I am rejecting this response because: I have called back the bank multiple times and was told my request of closing CDs without penalty is still under reviewing. And the person can’t do anything about it. 
  
  
  
  Sincerely,
  
  
  
  ** **

  Business Response

  Date: 08/11/2025

  BBB Response Ma
  ID 23620074
  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 6, 2025. The Bank appreciates the opportunity to address the additional concerns raised by ** ** (the “Customer”) related to the closure of their Certificate of Deposits (“CD”).
  Per the Bank’s previous response, on July 30, 2025, the Customer contacted the Bank requesting to close their CDs; however, due to inadvertent errors, the Bank experienced a delay in processing the Customer’s request.
  On August 5, 2025, the Customer contacted the Bank to re-initiate the closure of their CDs with funds transferring to a linked account. The following day, Bank successfully processed the account closures as requested.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/14/2025

  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.

  For several days we’ve been disputing charges made on our Apple Card and Apple Cash family share accounts. Beyond limited recurring monthly charges for annual subscriptions, and a $24.74 Poshmark charge dated July 10, 2025, there have been $1153.85 in fraudulent charges to our Apple Card and on July 13, 2025, an additional $100 in Apple Cash have also been fraudulently used. Our Apple Card Family Share accounts are infrequently used and we noticed that there started being an increased usage in the past couple months when we used the card while traveling overseas. That increased usage prompted us to start monitoring the card. During the month of June through the July 13 closing of the account, there are a series of charges to Apple.com, Target, El Dorado Furniture which were not authorized by the account holders. Given the Apple Card’s limited transparency and automated bot it is impossible for an account holder to identify the source of the charge—for example, is this a streaming subscription. We believe all the June-July transactions to apple.com are fraudulent. We spent days reporting the charges within hours and minutes of the pending authorizations and the automated bot refused to close the accounts. We continued contacting Apple Card / Goldman Sachs by reporting the transaction, submitting the dispute and requesting to close the account to prevent further fraudulent transactions. The automated bot refused to close the accounts for a second time. We were then successful in closing the accounts but the card issuer has not addressed the disputed $1153.85 fraudulent Apple Card charges or the $100 Apple Cash fraudulent transactions. Now that the account is closed we are unable to review any of the statements.
  
  We seek reimbursement for all non-recurring transactions in the June 1-July 13 final statement, with the exception of the $24.74 July 10, 2025 Poshmark charge, and the $100 Apple Cash.

  Business Response

  Date: 07/21/2025

  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 14, 2025. The Bank appreciates the opportunity to address the concerns raised by Benjamin Richardson (the “Customer”) related to multiple transactions with multiple merchants.
  
  The Bank conducted an investigation and confirmed no bank error occurred. According to the Banks records, the Customer contacted the Bank on July 11, 2025 and July 12, 2025 to advise of unauthorized transaction on the account. The Bank offered to start the dispute investigations for the Customer, however the customer refused and requested to close the account. As a result of the Customer’s request, the Bank successfully closed the account on July 12, 2025. The Bank attempted to contact the Customer on July 15, 2025 and July 18, 2025 but was unsuccessful. The Customer can contact the Bank to start the transaction dispute investigation process and provide the needed transaction details. The Bank is available by phone at ************** or by message from the Wallet app. The Bank is available 24 hours a day, 7 days a week. Customers can send transaction dispute evidence at any time by responding to the request for evidence email, by messaging the Bank in the Wallet app, or by mail to Goldman Sachs Bank USA, Salt Lake City Branch, ******* ***** **** *** ***** ************* ** **********. The Customer should label all evidence with the case number and avoid sending original documents.
  
  The Customer agreed to receive statements electronically when they accepted the offer and opened the account. The Bank provides Apple Card monthly statements electronically which are available in the Wallet app or on card.apple.com at the beginning of each month. The Bank sent the Customer six months of statement history on July 18, 2025 to the email address on the account profile. In the complaint narrative, the Customer referenced concern related to an account with Apple Cash. The Customer should contact Apple directly for further assistance with the Apple Cash account.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 07/21/2025

   
  
  Complaint: 23594965
  
  
  
  I am rejecting this response because it is inaccurate. The customer did dispute the transactions throughout June-July and the automated Apple Card/Goldman Sachs response declined to reverse the charges. When unauthorized charges were made again, the automated response from the bank was not responsive to providing a solution—such as reverse charges or closing the account to issue a new account number as is normal business practice.  Given the banks repeated inaction, which forces a customer to only communicate with an automated program, the customer had no alternative but to close the account since the bank was refusing to reverse charges even when a customer is disputing them in live time. The bank process between Apple Card and Goldman Sachs does not conform with other credit card companies and places an undue burden on the customer to repeatedly dispute charges, and requires a time intensive process to escalate issues and seek a resolution. Based on Apple/Goldman Sachs’ actions it seems that this is an intentional and deceptive practice in hopes that customers will give up disputing charges.  The customer continues to seek the reversal of all charges disputed with Apple Card and Apple Cash that were made without the authorization of the card member in June and July 2025.
  
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:07/11/2025

  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.

  My husband, **** ** *******, and I have a GM Card through Marcus by Goldman Sachs which earns points towards purchase/lease of GM vehicles. As of the last statement from Marcus, we have a $1.588.65 Earnings Balance. My husband died February 6, 2025 and Marcus subsequently closed the account. The last bill in the amount of $1.249.24 was paid in full and the account has a $0 balance, which was reflected on the March statement. When I called to find out about redeeming the points, I was told I had to send a copy of his death certificate before they would give me any information. I sent a copy, which they have since claimed they never received. I sent another copy March 24, 2025, and it was delivered by the postal service certified mail. When I called to check on the account, having allowed the 30 days they claim it takes to process the death certificate, I was unable to speak to anyone, their automated system advised me the account had been turned over to a collection agency. When I contacted Resurgent at *** *** ***** they told me they could not tell me anything without a copy of the death certificate. I sent them one and when I checked back today, allowing the 72 hours they said were needed before I could contact them, I was told the account is closed, in good standing, and they were instructed not to contact me or to take any action on the account. They could not tell me anything about the points balance as that is not their concern. When I called Goldman Sachs and spoke with someone after talking to Resurgent, she told me the account is no longer in their hands so I cannot access the GM points. I believe they sent the account to the collection agency so that they could deny me the $1,588.65 in GM points. My lease is up the end of August and I was planning on using these points at that time. I would appreciate you looking into this matter, as I feel they deliberately sent the account to collection to avoid honoring the points.

  Business Response

  Date: 07/18/2025

  Goldman Sachs Bank
  USA (the “Bank”), received the above referenced complaint via the Better
  Business Bureau on July 12, 2025. This account was transferred to Resurgent
  Acquisitions LLC, and is no longer owned by the Bank. We would ask this
  complaint be redirected to Resurgent Acquisitions LLC. They can be reached at
  **************.

  Customer Answer

  Date: 07/18/2025

  
  
  Complaint: 23589408
  
  
  
  I am rejecting this response because: Resurgent is not responsible for the earned GM points on this account. They have nothing at all to do with these points, Goldman Sachs is responsible for the points. They deliberately sent this account to collection to avoid honoring the points and I believe they are obligated to make those points available to me to use towards the lease of a new GM vehicle. There is nothing in the credit card agreement that disallows me from accessing these points. That they sent the account to Resurgent in the first place when it was paid in full and never past due, overdue or any other condition that would cause it to be placed in collection tells me they took that action to have an excuse to deny me the points that had been honestly earned under the terms of the GM Card agreement, and that they now claim it is in hands of the collection agency and I have to deal with them is their way of cheating me out of my earned points. I still believe they owe me these points and want them to honor their obligation. I have a statement from March 2025 showing a $0 balance owed on the account and $1588.65 in earned GM points. They are obligated to honor those points.
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 07/29/2025

  Goldman Sachs Bank USA (the “Bank”), received the above
  referenced complaint via the Better Business Bureau on July 22, 2025. This
  account was transferred to Resurgent Acquisitions LLC, and is no longer owned
  by the Bank. We would ask this complaint be redirected to Resurgent
  Acquisitions LLC. They can be reached at **************. 

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: 23589408
  
  
  
  I am rejecting this response because: I now know that I will never be able to redeem these points, but am still not happy that Goldman Sachs sent this account to a collection agency and have refused to explain to me the reason why and why I am unable to use the points. It would have understood if they explained to me the reason why they would not honor the points earned on the account, instead of sending the account to collection and then refusing to talk to me. At least two people I spoke with at Goldman Sachs in my earliest conversations told me not to worry, I would be able to use the points. That does not seem to be a very honest way to do business.

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

• Initial Complaint

  Date:07/11/2025

  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.

  Some reason this credit card company charges whatever they want. They have been charging me double intrest. Says from a past purchase. Credit cards dont charge sperete intrest per item. It's the total. Im Paying 147 a month and they're taking over 80. Thats eobbery

  Business Response

  Date: 07/18/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the ** Rewards Card via the Better Business Bureau (BBB) Complaint Portal on July 11, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ****** (the Customer) related to interest assessed on a ** Rewards Card account.
  ******** conducted an investigation and confirmed no Bank error occurred.According to the Banks records, the Customer opened a ** Rewards Card and consented to the ** Rewards Card Customer Agreement on September 21, 2022. As stated in the ** Rewards 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 variable Annual Percentage Rate is determined using the Customers credit score and history and is calculated based on the Prime Rate and the Margin using the formula included in the ** Rewards Card Customer Agreement. If the Prime Rate changes, the Customers variable Annual Percentage Rate may go up or down. The variable Annual Percentage Rate is determined during the application process.******** confirmed the Customer agreed to an introductory Annual Percentage Rate of 0% for the first 12 months at the time of booking the account. This promotion expired on October 12, 2023. Because of this the monthly statements will provide a breakdown of the billed interest assed for the billing month and show the promotional balance accrued from September 2022 October 2023 along with the billed interest as well as the balance accrued after the promotion ended from October 12, 2023 July 12, 2025. ******** confirmed the current variable Annual Percentage Rate listed on the most recent statement dated July 12, 2025 is 29.24%.
  To avoid interest charges on purchases, customers are required to pay the statement balance in full as of the end of the previous statement cycle by the due date every month. The Statement balance and due date are shown on the monthly statement. If the statement balance is not paid in full on or before the due date, customers are charged interest on the balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the ** Rewards Card Customer Agreement. According to the Banks records, the Customer has not issued a payment on the account for the total monthly statement balance from October 2022 July 2025 and monthly interest charges have billed to the account. ******** is unable to reimburse the interest charges assessed to the account.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23586928
  
  I am rejecting this response because:
  

  They keep you on the hook on intrest by separating purchase to get the most out of you. 

   

  should be one lump one intrest charge. Nit multipule 

   

  taking 80$ out of 120 is wrong
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:07/11/2025

  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.

  My name is ****** ***** Their is 42,000$ in my Marcus savings account for some reason they wont let me access my money I need to pay bill. I demand they mail me a check for the funds thats in my account. I believe they racially profiled me because I had a lot of money in my account I demand they send me a check for the funds thats thats remaining they closed the account for no reason

  Business Response

  Date: 07/16/2025

  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 July 11, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the Consumer) related to closing their ************** Account (OSA).
  On July 10, 2025, the Bank conducted a review of the Consumers profile, identified security concerns and restricted their accounts. Due to the ongoing security concerns, the Bank made a business decision to close the OSAs.
  Separately, the Consumer brought to the Banks attention their concern about discrimination. The Bank takes these concerns very seriously. It is Marcus by Goldman Sachs policy to not discriminate against or engage in discriminatory behavior toward a consumer or other interested individual on any prohibited basis including: race, color, religion, creed, national origin, ***, marital status, age (provided the applicant has the capacity to contact), military status, familial status, sexual orientation, gender identification or expression, disability, receipt of public assistance, or any other prohibited bases under state law.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/11/2025

  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.

  February, 2025 deposit arrived into my Marcus savings account. Check was sebt back to depositor in May, 2025. I am being told I am a victim of crime by Marcus by Goldman Sachs, after filling a complaint with Consumer Financial Protection Bureau. Since I am a victim of fraud, where was this $20,000 check sent from Marcus, when was the check sent, and who and when was the check cashed? I only need check number and bank name it was sent to, not bank account number. As ***** ***** needs to be protected, as well. I need proof of this fraud, so I can file police report and make sure to file with police in Arizona and Utah.
  
  If no information is supplied, I will pursue litigation with Marcus by Goldman Sachs, as the savings account belonged to me and I need to see all transactions in and out of my two Marcus savings accounts, as this is required per federal, Utah state and Arizona state laws! If Marcus by Goldman Sachs believes I should not see this information, please quote exact federal statutes and state laws Marcus is using to withhold this information to me.

  Business Response

  Date: 07/15/2025

  BBB
  Response ******
  ID 23584922
  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
  11, 2025. The Bank appreciates the opportunity to address the concerns raised
  by **** ****** (the "Customer”) related to their Online Savings Account
  (“OSA”).
  Per
  the Bank’s records, on May 25, 2025, the Customer contacted the Bank regarding
  a transaction made to their OSA advising that funds had not been received.
  Subsequently, the Bank opened an investigation into the Customer’s concerns.
  On
  June 9, 2025, the Bank completed its investigation and sent a letter to the
  address on file detailing the results of the investigation. In addition, on
  July 1, 2025, the Bank re-sent the results of the investigation to the
  Customer’s address on file.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/18/2025

  
  
  Complaint: 23584922
  
  
  
  I am rejecting this response because: Neither of these letters from Marcus were received. I look forward to receiving one of these letters showing exactly where the $20,000 check was sent and when it was cashed. UPS delivery is appreciated or Certified Return Receipt to ensure I receive a copy of one of these letters in a timely manner with check number, account number check was sent for, and when check was cashed and that check was sent to ***** *****.
  
  
  
  Sincerely,
  
  
  
  **** ******

  **** * ********* *****
  
  ********* ** *****

  *************

• Initial Complaint

  Date:07/09/2025

  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 attempted to make a wire transfer of about $169,000 from my Marcus savings account to Robinhood on July 3. The Marcus security team called to verify the transfer, but I was undergoing a dental procedure and was unable to answer the phone. As a result, the transfer was automatically rejected, and Marcus subsequently locked my entire account — even after I verified my identity. I am now unable to access my account or move any funds.
  
  I have contacted Marcus customer service multiple times over the past week, but no one has been able to resolve the issue. I keep receiving the same response that my account is "under review" with no estimated time for resolution. During this review period, I cannot access the account or initiate any transactions.
  
  I have an urgent upcoming payment for education and need immediate access to my savings. But Marcus continues to keep my account locked “for review” — a process that's completely opaque to the customer.

  Business Response

  Date: 07/15/2025

  BBB Deposits *****
  ID 23574181
  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 9, 2025. The Bank appreciates the opportunity
  to address the concerns raised by ****** ***** (the “Customer”) related to
  accessing funds in their Online Savings Account (“OSA”).
  On July 3, 2025, the Customer contacted the Bank and
  requested an outgoing wire transfer from their OSA to an unlinked external account.
  During the transfer processing review, the Bank identified security concerns
  regarding the transfer and attempted unsuccessfully to contact the Customer
  regarding the transfer. Later this same day, the Customer contacted the Bank and
  requested to cancel this same outgoing transfer, which the Bank successfully completed.
  Subsequently, the Customer contacted the Bank, and a Bank
  specialist erroneously conducted a three-way call with the Customer and their
  external institution to verify ownership of the external account. The external
  institution was unable to verify ownership. Subsequently, the Bank
  inadvertently restricted the Customer’s OSA.
  On July 9, 2025, the Customer contacted the Bank and
  requested to close their OSA. A Bank specialist assisted the Customer with
  initiating the OSA closure by transferring funds to a linked external account,
  which the Bank successfully processed that same day.
  Based on the above details, we kindly request this complaint
  be closed.