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:06/28/2025

  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.

  6/26/25 attempted to transfer from my Marcus Savings account- transfer denied.
  6/27-6/28 - Marcus gives no reasons for denial of transfer. They then place my account on hold and I have no access to my money. No reasons given. Marcus then doesn’t transfer me to anyone from any department that I asked for. Specifically asked for legal department and they don’t transfer me. At this point Marcus is unduly withholding my money from me. I am filling this complaint in hopes that the issue is resolved by Monday June 30 as stated by several Marcus employees.

  Business Response

  Date: 07/02/2025

  BBB Response *******
  ID 23531244
  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 June 28, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ******* (the "Customer”) related to accessing the funds in their jointly owned Online Savings Account (“OSA”).
  On June 26, 2025, the Customer initiated an outgoing transfer from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer, contacted the Customer to address the concerns, and advised that the funds need to be transferred to the original funding account.
  On June 27, 2025, the Customer initiated an incoming transfer request from the original funding account. Later that same day, the Customer contacted the Bank requesting to stop the transfer previously submitted, which the Bank successfully completed. On the same call, the Customer requested an outgoing transfer from their OSA to this same external account. Unfortunately, the Bank specialist erroneously declined the transfer and restricted the OSA.
  On June 30, 2025, the Customer contacted the Bank regarding their account access. The Bank specialist completed an authentication process and restored the Customer’s online banking access. Later that same day, the Customer initiated an outgoing transfer from their OSA to the funding account, which the Bank processed successfully.
  On July 1, 2025, the Customer contacted the Bank and requested to initiate the closure of their OSA with funds being sent via check. The Bank completed the OSA closure the following day.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/03/2025

  
  
  Complaint: 23531244
  
  
  
  I am rejecting this response because: this response doesn’t address any of the concerns regarding withholding my funds without cause, poor customer service issues and being misled by multiple associates. This may be the poorest customer service and support from a financial institution I have ever seen. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:06/27/2025

  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.

  Im not liable for this debt with *********** I do not have a contract with this ************** they did not provide me with the original contract as I requested

  Business Response

  Date: 07/03/2025

  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 June 27, 2025. ******** appreciates the opportunity to address the concerns raised by ********* ******** (the Customer) related to credit reporting 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 February 21, 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. ******** successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The account was charged off on April 30, 2025 as a result of the Customer failing to make a payment to satisfy the amount due by October 31, 2024. The **** confirmed the account was reported accurately to the ************************** ******** is unable to remove the trade line from the Customers credit report.
  
  ******** sent the Customer the requested documents on July 2, 2025 validating the Customer's debt including a copy of the Apple Card Customer Agreement and 39 months of statement history showing records of transactions and payments to validate the balance and the debt owed. ******** 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. The Customer is responsible for the account and the balance of $1,016.26.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:06/26/2025

  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.

  Goldman Sachs has locked me out of my Marcus account. I have called them several times at their posted contact number ***************** and each time they claim that someone will call me back within 24 hours. I have never received a call. Each time I call back, they claim they cannot verify my identity despite me providing them with numerous forms of identifying information, and they refuse to tell me what else I can do besides wait for them to call me or to call them back. This entire time I have been unable to access the money in my account.

  Business Response

  Date: 07/01/2025

  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 June 27, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the "Customer) related to accessing the funds in their ************** Account (OSA).
  On March 31, 2025, the Customer deposited funds into their OSA via check. On May 15, 2025, the Bank conducted an account maintenance review, identified security concerns regarding the verification of the check previously deposited, and restricted the *** until the security concerns could be resolved.
  On June 24, 2025, a Bank specialist contacted the Customer and attempted to conduct a three-way call with the Customer and the external institution to verify the check deposit; however, the external institution was unable to provide the required information, and the security concerns remained.
  After further review, on June 27, 2025, the Bank resolved the security concerns and restored the Customers online banking access. Should the Customer require additional assistance pertaining to their account, the Bank requests the Customer to contact the Bank toll-free at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  
  

• Initial Complaint

  Date:06/25/2025

  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'm purchasing a new home. My closing date is coming up and I transferred money from my Marcus account to my Bank of America account. 2 hours later I get an email stating to give them a call. I call them, they say they denied the transaction. The reason was although I can transfer my money anytime I want, the account is built for high returns...whatever the heck that means. So, they blocked the transfer yet the money does not show up in my account and they are telling me I have to wait 1-3 business days to see it and then request another transfer. My closing is Monday. I needed the money back in my account by Friday. It's now Wednesday after hours. So, they make a mistake blocking my transfer, my money is now who knows where for the next 1-3 days and my closing is supposed to take place in 3 business day, and it takes at least 1 business day to transfer. Chances are high that I will be suing them but I absolutely will never do business with them again after this.

  Business Response

  Date: 07/01/2025

  BBB Response ******
  ID 23519917
  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 June 26,
  2025. The Bank appreciates the opportunity to address the concerns raised by ***********
  ****** (the "Customer”) related to accessing their Online Savings Account
  (“OSA”).
  On
  June 25, 2025, the Customer initiated an outgoing transfer request from their
  OSA to an external account. During the transfer processing review, the Bank
  identified security concerns regarding the transaction and sent a
  correspondence to the Customer’s e-mail address on file. Consequently, the Bank
  declined the transfer request.
  Later
  that same day, the Customer contacted the Bank regarding the declined transfer.
  During the call, a Bank specialist advised the Customer that the funds can be
  transferred to the original funding account. The following day, the Bank
  successfully processed the Customer’s request to close their account with funds
  transferring to the respective funding account.
  Based on the above
  details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:06/25/2025

  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.

  Transfer funds You can electronically transfer funds to or from your Marcus savings accounts or external linked accounts.From account ************** ****0122 Avail. ***. ($3,125.24)To account ********************* ****4880 For security purposes, transfers to this linked account may be delayed for additional review such as verification of account ownership. Please call us at **************._____________________________WHAT IS THIS?"verification of account ownership"I was never contacted by phone, email or US Mail regarding this matter. All FOUR of my "External Accounts" are similarly blocked. I am unable to transfer funds from my many Marcus CD Accounts, WITHOUT AN EXPLANATION. When I call the number provided, I am told that I must participate in a "Three-Way" with Marcus, my external account and myself. I am hearing impaired and cannot do "Three-Ways". Surely there must be a better way to confirm ownership of my "External Accounts"?********************** IS SO UNPROFESSIONAL.

  Business Response

  Date: 07/02/2025

  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 June 25, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ***** related to transfer from their accounts.
  Per the Banks previous response, on June 23, 2025, the Bank successfully processed the Customers request to close their No-Penalty Certificate of Deposit (account ending in 5973) at maturity and mailed a check to the Customers address. Per the **** tracking label, **********************, the check is currently in transit.
  Separately, after further review of the Customers account, the Bank resolved the concerns to allow for ACH transfers to their linked external accounts. If the Customer wishes to close their CD accounts, the Customer will be charged an early withdrawal penalty if the entire principal amount is withdrawn prior to maturity. For No-Penalty CDs, the Customer will not be charged a penalty in accordance with the Banks Deposit Account Agreement.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:06/25/2025

  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.

  Goldman Sach has frozen my funds and locked my account because of a bogus bankruptcy reporting. They have access to pacer/acer to resolve this use but refuse.

  Business Response

  Date: 07/02/2025

  Goldman
  Sachs Bank USA (the “Bank”) received the above-referenced complaint related to
  Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on June 25,
  2025. The Bank appreciates the opportunity to address the concerns raised by
  ****** ********* (the “Customer”) related to a restricted Apple Card account.
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened the Apple Card account and
  consented to the Apple Card Customer Agreement on October 15, 2019. The Apple
  Card Customer Agreement references that the Bank may restrict an account for
  any reason, with or without notice. As a part of a regular account review
  process, the Bank placed a restriction on the account until additional research
  could be completed. The Bank confirmed during the review process that no
  documentation had been received confirming bankruptcy for the Customer. The restriction on the
  account was removed. The
  Bank confirmed that the Customer’s account is active and available for use as
  of June 30, 2025.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 07/02/2025

  
  
  Better Business Bureau:

   

  After complaint made, GSB did their review. Information was corrected, and access reinstated. 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23516942, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:06/24/2025

  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 Marcus by Goldman Sachs savings account has been locked 3 times in 10 days since opening.
  
  TIMELINE: (all NY TIME)
  - 06/10/25 02:51: Account opened
  - 06/10/25 11:22: Account locked (1st time) - asked to call support to verify identity
  - 06/18/25 07:19: Account locked (2nd time)- Called support, was told to call back after 08:00 for security team
  - 06/18/25 13:20: Called again, account unlocked. Told representative this was the SECOND time my account was locked
  - 06/19/25: Discovered account was locked again (3rd time)
  - 06/20/25 08:42: Called support about locked account, answered all identity verification questions correctly but was denied access. Representative promised someone would contact me within ONE BUSINESS DAY to resolve this issue.
  - 06/24/25 (today): Still no callback after 4+ days
  
  ISSUES:
  1. Three account lockouts in 10 days for a brand new customer
  2. Failed identity verification despite answering all questions correctly
  3. Broken promise - no callback within promised timeframe
  4. No explanation for repeated lockouts
  5. Poor customer service for new account holder
  
  I need immediate account access, explanation for repeated lockouts, and assurance this pattern will stop. This level of service is unacceptable for any financial institution.

  Business Response

  Date: 07/02/2025

  BBB Response *******
  ID 23514309
  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 June 25, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ****** ******* (the "Customer”) related to accessing their Online Savings Account (“OSA”).
  On June 10, 2025, the Customer submitted an application via the Bank’s website. As part of the Bank’s application process, the Bank conducts a review to verify the identity of each applicant. During the application review process, the Bank identified security concerns regarding the Customer’s identity and requested the Customer to contact the Bank. Later that same day, the Customer contacted the Bank regarding their application. During the call, a Bank specialist verified the Customer’s identity and advised the Customer their application was approved.
  On June 17, 2025, following an account maintenance review, the Bank identified security concerns regarding the Customer’s profile and restricted the OSA. The following day, the Customer contacted the Bank regarding their account access. To resolve security concerns, a Bank specialist verified the Customer using alternate methods and restored the Customer’s online banking access.
  On June 19, 2025, due to a technical error, the Bank identified additional security concerns regarding the Customer’s identity and restricted the OSA until the security concerns could be resolved. The following day, the Customer contacted the Bank regarding their account access. Unfortunately, due to the aforementioned error, the Customer experienced a delay in regaining access to their account.
  After further review, on June 26, 2025, the Bank resolved the security concerns and restored the Customer’s banking access. Due to the experience, the Bank has 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: 07/03/2025

  
  
  Complaint: 23514309
  
  
  
  I am rejecting this response because:
  
  Marcus's response addresses only the incidents through June but fails to resolve the underlying systemic issues, which have continued:
  
  ADDITIONAL INCIDENTS SINCE FILING COMPLAINT:
  July 2nd, 2025 - 4th Account Lockout: While trying to add 2 external accounts, app requested identity verification. During 23-minute verification call, completed all security questions, but call was cut off during 3-way verification with Schwab. Account was locked immediately after the call ended.
  
  July 2nd, 2025 - Second Call: 29-minute call where security questions had "cooldown period." Spoke with supervisor who gave identical response.
  
  Broken Callback Promise: Supervisor promised callback within 1 business day on July 2nd - never received, identical to the June 20th broken promise mentioned in my original complaint.
  
  Current Status: Account remains locked as of July 3rd, 2025.
  
  TIMELINE DISCREPANCIES FOR ORIGINAL COMPLAINT:
  Marcus claims access was "restored June 26th" but I still required the June 30th call mentioned in my complaint to regain access.
  
  UNRESOLVED CORE ISSUES:
  The "technical error" acknowledgment provides no explanation for why security concerns repeatedly trigger for the same verified customer. No accountability for the broken callback promise pattern (June 20th and now July 2nd).
  No systemic fix to prevent recurrence - proven by the July 2nd lockout occurring after their claimed resolution.
  
  INADEQUATE RESOLUTION:
  The fact that identical issues occurred again on July 2nd proves Marcus has not addressed the underlying systematic problems causing these recurring lockouts.
  
  RESOLUTION REQUIRED:
  I need reliable account access without arbitrary recurring lockouts and systematic fixes to prevent this documented pattern from continuing.
  
  
  P.S. Again, even after the update message from the business, my account is currently LOCKED. (As of July 3, 09:48 EST)
  
  Thank you for your time,
  
  **** ****** *******

  Business Response

  Date: 07/10/2025

  BBB
  Response *******
  ID
  23514309
  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 3, 2025. The Bank appreciates the opportunity to address the additional concerns
  raised by **** ****** ******* (the "Customer”) related to accessing their
  Online Savings Account (“OSA”).
  On
  July 2, 2025, the Bank conducted a review of the Customer’s profile and a Bank
  specialist erroneously identified security concerns regarding the external
  account linked to the Customer’s profile. Consequently, the Bank restricted the
  OSA.
  The
  following day, the Bank re-reviewed the account and resolved the security
  concerns. Subsequently, the Bank restored the Customer’s online banking access.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:06/24/2025

  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 have over $25,000 in a Marcus savings account. Over the past few months, I have been overseas caring for an ill family member. Without my knowledge or consent, Marcus closed my account. I urgently need access to these funds to cover my family members medical expenses.I have called Marcus customer service multiple times, but I receive inconsistent information with every call. Each time, I am told that someone will follow up with me, but I have never received a single call back. It is clear that no one is seriously listening to or addressing my concerns.This matter is extremely urgent, and I need a resolution as soon as possible. My number is ************.

  Business Response

  Date: 06/27/2025

  BBB
  Response Chen
  ID 23511592
  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 June
  24, 2025. The Bank appreciates the opportunity to address the concerns raised
  by Mengdi Chen (the "Customer”) related to accessing funds in their Online
  Savings Account (“OSA”).
  On July
  15, 2024, the Bank conducted a review of the Customer’s account,
  identified security concerns regarding the Customer’s identity, and restricted
  the OSA. As the Customer did not contact the Bank to address the concerns, on February 24, 2025, the Bank
  made the business decision to close the account.
  On June
  14, 2025, the Customer contacted the Bank regarding her account access. To
  resolve the security concerns, a Bank specialist completed an authentication
  process to verify the Customer’s identity and confirm the Customer authorized
  the opening of the account. Unfortunately, the Bank specialist
  did not restore the Customer’s account access following this call. As a result,
  the Customer experienced a delay in accessing their funds.
  After further review, on June 26,
  2025, the Bank restored the Customer’s account access, re-opened the Customer’s
  OSA, and credited the funds to the account with the appropriate interest. The
  following day, the Bank successfully processed the Customer’s request to
  transfer the funds from their OSA to a linked account.
  Due to the experience, the Bank will
  be providing a credit to the Customer’s 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:06/23/2025

  Type:Billing 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 attempted to transfer money from my Marcus Savings account, but the transfer was denied. I was told that the account was on hold indefinitely. I attempted to determine when the hold would be released, but was told that there was no time frame that could be given. I explained that I had moved money from an external account and had added 65000 to a cd with Marcus but was wanting to move the rest to stay within the 250k FDIC limit. The CSR could not provide a release date for the hold nor explain why the hold was placed on the outgoing transfer. I was also not allowed to speak to a supervisor on this issue. The CSR stated the funds could only go back to the funding account which is not doable.

• Initial Complaint

  Date:06/23/2025

  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.

  Have been trying for 2 days to get $360,000 transferred from my online ******* savings account to my ********************** so that I can purchase a home.Initially told I could do a wire transfer (later told couldn't wire to an escrow act)When initiating transfer told I would be texted a PIN and then called to verify PIN Never received PIN When ******************** called requesting PIN (4 digit code) spent 2 hrs on phone, transferred 4 or 5 times, explained to each that had not received PIN, twice sent ID # (6 digits) and finally told that everything was fine, transfer done, and expedited Shortly after received a call requesting PIN; could not talk at time (boarding a plane), told them had not received PIN and would call back 5 hours later called back, was told I was not to be sent a PIN, I should have chosen a PIN in the phone conversation initiating the wire - so erroneous info when setup the wire transfer which was not corrected by anyone I spoke with in the 2 hour conversation. This Marcus representative was again trying to expedite the transfer but I was disconnected (by Marcus) - he never called back.Called again (2nd representative in evening), different representative, also trying to establish the wire transfer, disconnected again 2nd rep called back, advised the **** that could approve the wire was gone until Monday (all this occurred on Friday 6/20)Called on Mon. AM, told transfer was under review, nothing we could do to expedite the process.Advised Marcus in every conversation that the funds were to close on a house on 6/27. They have held my funds for 4 days, I can't cancel the wire, I have no access to the funds and may lose $5,000 in ******* Money if cannot close on home purchase.

  Business Response

  Date: 06/26/2025

  BBB Response Hale
  ID: 23505909
  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 June 23, 2025. The Bank appreciates the opportunity to address the concerns raised by Charles Hale (the "Customer”) related to a transfer from their jointly owned Online Savings Account.
  On June 20, 2025, the account owners contacted the Bank to initiate an outgoing transfer from their OSA to a linked account. In accordance with the Bank’s Deposit Account Agreement, wire transfers may take up to three business days to process.
  During the transfer processing review, the Bank identified security concerns regarding the transfer and sent a notification to the Customer’s email to address the concerns.
  Later that same day, the account owners contacted the Bank to address the security concerns. On the call, a Bank specialist completed an authentication process to verify the account owner’s identity and confirm they authorized the transaction. On June 23, 2025, the Bank successfully processed the account owner’s request to transfer the funds from their OSA to their linked account.
  Due to the experience, the Bank will be providing the account owners with a credit to the 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.