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.

close

Find a Location

Marcus by Goldman Sachs has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/23/2025

  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 cousin and I opened a CD and a savings account at Marcus May 2024.
  We only found out that the accounts were closed when an email and a letter were sent stating that and no explanation was given. Numerous calls and unhelpful and incompetent workers at Marcus have not resolved the issue and they keep saying the same thing that in 7-10 business days a check will come. They are told to tell every customer that they are not allowed to provide anymore information. Their business conduct is fraudulent and have caused enormous stress on so many people in addition to consumer time wasted and high levels of stress. They are intentionally closing accounts and withholding people’s money. I want this bank to be closed by FDIC, fined and return people’s money !!! Everyone that has written a complaint on BBB have gone through a real nightmare. Consumers need help !!!

  Business Response

  Date: 06/30/2025

  BBB Response **********
  ID: 23504723
  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 Nicolas ********** (the “Customer”) related to the closure of their jointly owned Certificate of Deposit (“CD”).
  According to Bank records, on February 13, 2025, the Customer contacted the Bank regarding a recent application submitted. During the call, a Bank specialist attempted to authenticate the Customer’s identity; however, the Customer could not be identified. As a result, the Bank declined the application. On that same call, the Customer informed the Bank specialist that a CD account was opened without their authorization. Subsequently, the Bank specialist opened an investigation into the Customer’s concerns and restricted the CD account.
  The following day, the Customer contacted the Bank regarding the CD account. On the call, the Customer advised the Bank specialist that they did authorize the opening of this account and being added as a joint owner. However, the Bank specialist did not restore the Customer’s online banking access following the call. In addition, due to inadvertent Bank errors, the Bank closed the Customer’s CD.
  After further review, on June 24, 2025, the Bank restored the Customer’s online banking access, re-opened the CD and credited the funds back to the account with appropriate interest.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:06/21/2025

  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 have an online savings account with **********************************************************************************************. I have been a customer since 2019. On 6/19/2025 I received an email to call them asap for reasons that sounded ominous but nothing remotely concrete.I called and they right off the bat locked my account and from a low budget offshore customer service site they claimed they couldn't verify that I was the customer and after numerous calls and interactions with 6 or more **** absolutely no progress was ever made. After 6 years no issues. Then from out of the blue THEY sent me the e-mail and started this whole process without any reason. I have approximately $10598.00 in my account and nothing was ever wrong. Goldman Sachs seems to be doing this deliberately to close accounts that don't generate enough revenue or whatever. Thank You

  Business Response

  Date: 06/27/2025

  BBB Response Fagin
  ID 23500399
  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 21,
  2025. The Bank appreciates the opportunity to address the concerns raised by Kevin
  Fagin (the "Customer”) related to accessing their Online Savings Account
  (“OSA”).
  On June 18, 2025, the
  Bank received a withdrawal request from the Customer’s OSA to an external
  account. During the transfer processing review, the Bank identified security
  concerns regarding the transaction, declined the transfer, and restricted the
  account. The following day, the Customer contacted the Bank regarding their
  account access and confirmed the transfer had been initiated without the proper
  authorization. During the call, a Bank specialist attempted to secure the
  account, but the attempt was not successful. Unfortunately, the Customer
  experienced a delay in accessing their account.
  On June 25, 2025, the
  Customer contacted the Bank regarding their OSA. To resolve the security
  concerns, a Bank specialist verified the Customer’s identity utilizing
  alternative methods. During the call, the Customer requested to close their
  account with funds transferring to a linked account. The following day, the
  Bank successfully processed the closure as requested.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.
  

• Initial Complaint

  Date:06/20/2025

  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.

  My mother passed away so I had to send in certified original documents from the probate court and death certificate to close her account and get a check for the money in it. I sent in those documents and requested they be returned in February 2025. I received the check in March, but my documents did not arrive. Since then, I have had to call Marcus over 15 times to figure out the status of my documents. I need them to open up an estate bank account to cash their check
  
  I was repeatedly assured that the matter should be resolved in 7-10 days. Four months later, that is still not the case. On Monday, June 9, they finally said they located and mailed those documents back to me via FedEx. However, FedEx has no record of receiving those documents. These critical documents, some of which contain sensitive data like my mom's death certificate, are now missing. I think they have been lying about the whereabouts of the documents for months now.
  
  I am requesting that they send a courier to the Santa Clara County Court to order the court documents that I lost and have them delivered to me. I am also requesting they compensate me with lost interest from the several months during which I have been unable to cash the check they sent due to the lost documents.

  Business Response

  Date: 06/27/2025

  BBB Response ********
  ID
  23497868
  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
  20, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ***** ******** (the “Beneficiary”) related to the payout of the Beneficiary’s
  relative’s (the “Deceased Customer”) Online Savings Account
  (“OSA”).
  On August 19, 2024, the Beneficiary contacted the
  Bank regarding the passing of the Deceased Customer and the Bank specialist advised
  of the applicable documentation needed. Subsequently, the Bank mailed the
  Beneficiary the applicable forms. On February 19, 2025, the Beneficiary
  contacted the Bank and requested the original documents be returned once the Bank
  completed the review. The Bank received the completed documentation from the
  Beneficiary on February 26, 2025.
  From March to June 2025, the
  Beneficiary contacted the Bank regarding the status of the original documents
  being returned. Unfortunately, due to inadvertent errors, the Bank experienced
  a delay in providing the requested documentation to the Beneficiary. As a
  result, the Bank contacted the Beneficiary on June 26, 2025, and informed that the
  concerns are under investigation.
  As the Bank is still investigating this matter, the
  Bank will provide the Beneficiary an update directly once the investigation has
  been completed.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.
  

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: 23497868
  
  
  
  I am rejecting this response because:
  

  This investigation has been ongoing for four months now. I needed answers months ago.  The time for investigation is over.  They've lost the documents and they've been lying about it for months.

  It's time for them to tell me how they will replace my documents and compensate me for all of the difficulties they've caused by losing my sensitive documents.  

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

  Business Response

  Date: 07/07/2025

  BBB Response ********
  ID 23497868
  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 30, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******** (the “Executor”) related to the payout of the Executor’s relative’s (the “Deceased Customer”) Online Savings Account (“OSA”).
  Per the Bank’s previous response, from March 2025 to June 2025, the Executor contacted the Bank regarding the status of the original documents being returned. Unfortunately, due to inadvertent errors, the Bank experienced a delay in providing the requested documentation and opened an investigation into the Executor’s concerns.
  On July 7, 2025, the Bank attempted unsuccessfully to contact the Executor to inform on the results of the investigation. Additionally, the Bank attempted to advise that, due to their experience, the Bank will be providing a credit via check as a token of good will to the Executor’s address. If the Executor requires further assistance, the Bank requests the Executor 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:06/19/2025

  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 father passed away in March of 2025. I've sent certificate of death as well as notorized copies of the trust documents (as i am a trustee).
  After i sent the documents, i was contacted for the verification of address. A week later i was contacted again and they stated that i need to send court documents (?). All other financial institutions gave me no issues at all once i provided the death certificate and the trust papers. Marcus is giving me the run around and contradictory information. This has now been going on for months. I've asked for a supervisor to reach out to me to explain the exact situation, but despite telling me that one would contact me promptly, that has yet to happen.
  I find myself forced to retain legal counsel due to Marcus' inability (unwillingness?) to distribute the trust funds despite providing the legal paperwork.

  Business Response

  Date: 06/26/2025

  BBB
  Response ********* #23492439 (Rec’d June 19, 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 June
  19, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ***** ********* related to the closure of ****** *********’s (the “Deceased
  Customer”) account.
  On May 6, 2025, Mr. ********* contacted the Bank advising of the Deceased
  Customer’s passing. Accordingly, the Bank mailed the appropriate documentation to Mr. ********* to recognize them as the executor
  and payout the Deceased Customer’s account.
  On May 16, 2025, the Bank received the requested documentation from Mr. *********
  to proceed with the payout of the account. Separately, on May 26, 2025, the
  Bank also received documentation to recognize Mr. ********* as the executor.
  After further review of the documentation, the Bank received the required
  documentation to proceed with beneficiary payout of the account; however,
  required additional documentation to recognize them as the executor.  
  On May 30, 2025, the Bank contacted Mr. ********* to confirm the address
  that the payout will be mailed too. Unfortunately, the Bank experienced a delay
  in mailing the check for the beneficiary payout. 
  Currently, the Bank is in the process of mailing the beneficiary payout
  to Mr. *********’s address.
  Based on
  the above details, the Bank kindly requests that this complaint to be closed.

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: 23492439
  
  
  
  I am rejecting this response because:

  1) I have yet to receive anything.

  2) Given the inconsistencies displayed throughout this process, i do not trust this organization to give me factual information.

  I will close this case once I can confirm that the process has been properly executed.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 07/07/2025

  BBB
  Response *********
  ID 23492439
   
  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 30, 2025. The Bank appreciates the opportunity to address the additional concerns
  raised by ***** ********* related to the closure of ****** *********’s (the
  “Deceased Customer”) account.
  Per the Bank’s previous response, on
  May 16, 2025, the Bank received the requested documentation from Mr. *********
  to proceed with the payout of the account. Unfortunately, due to inadvertent
  errors, the Bank experienced a delay in processing the payout.
  After further review, on June 30, 2025, the Bank approved the
  aforementioned documents, successfully processed the payout, and mailed a check
  to Mr. *********. As per the USPS tracking number, **********************,
  the check is currently in transit.
  Based on
  the above details, the Bank kindly requests that this complaint to be closed.

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: 23492439
  
  
  
  I am rejecting this response because: the tracking number you have listed shows that the mail is being returned to you because of an incomplete address....
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 07/15/2025

  BBB
  Response *********
  ID 23492439 
  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
  8, 2025. The Bank appreciates the opportunity to address the additional concerns
  raised by ***** ********* related to the closure of ****** *********’s (the
  “Deceased Customer”) account.
  Per the Bank’s previous response, a check was mailed to Mr. ********* on
  June 30, 2025. As per the USPS tracking number, **********************, the
  check was successfully delivered to Mr. *********’s address on July 9, 2025.
  Based on
  the above details, the Bank kindly requests that this complaint to be closed.

  Customer Answer

  Date: 07/16/2025

  
  
  Complaint: 23492439
  
  
  
  I am rejecting this response because while i have finally received a check, there is no explanation on whether this a check of the overall amount that was into that account or if it is a beneficary distribution check. Furthermore, there was neither copies of account statements  or tax documents for 2024/25 as originally requested. I have asked for these documents multiple times to finalize my father's tax return. Since i am unable to complete my father's tax return, the penalties on his account are accruing. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 07/23/2025

  BBB Response *********
  ID 23492439
  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 16, 2025. The Bank appreciates the opportunity to address the additional concerns raised by ***** ********* related to requested information for ****** *********’s (the “Deceased Customer”) account.
  On July 16, 2025, the Bank received an additional communication from Mr. ********* requesting further information related to the Deceased Customer’s account. On July 22, 2025, the Bank contacted Mr. ********* and advised of the required documentation needed to release the requested information related to the Deceased Customer’s account. Later that same day, the Bank mailed the appropriate documentation to Mr. ********* for completion. The Bank is currently waiting to receive the completed documentation from Mr. *********.
  Separately, the Bank can confirm that the check Mr. ********* received is a beneficiary distribution check.
  Based on the above details, the Bank kindly requests that this complaint to be closed.

  Customer Answer

  Date: 07/24/2025

  
  
  Complaint: 23492439
  
  
  
  I am rejecting this response because:

  1) Goldman Sachs continues to refuse giving me financial statements for 2024/25 so that i can verify IF the check they wrote me is accurate. They claim that i need to go through probate to access this information despite my having the trust document where i am listed as a trustee. A trust is a document expressively designed to avoid costly and time consuming probate. Goldmans Sachs is telling me that going through probate is the only way for me to access the financial statements to double check if Goldman Sacs is actually sending the right amount of money or the tax documents i need to file my father's taxes.

  2) Goldman Sacsh HAS NOT distributed the full sum of money from these accounts. Despite having the trust documents and the certificate of death, they continue to hold the funds that is supposed to go to the other beneficiaries. They have not taken a single step towards these distributions.

  3) Throughout this process, Goldman sachs has been obstructive at every step of the way. Fidelity on the other hand, has handled the whole process in a very professional and timely manner. They even assigned a case manager to facilitate the process. With Goldman Sachs, I have been stuck with various people from overseas who seem to read off a script and don't seem to grasp anything they are saying, just regurgating what they have told to say. I am not even sure these people have a full grasp of the English language... I can deal with the rudeness, but not the incompetence.

   

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

• Initial Complaint

  Date:06/18/2025

  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.

  I got an email from Marcus, who I have a savings account with, that information they have on file for me doesn’t match public record and that I need to call a specific number.
  
  Upon calling, I was provided no context or further information, just an instruction that I need to mail a copy of my ID to a specific address.
  
  I am very uncomfortable with this whole situation and the fact that I was unable to obtain extra information, even after speaking to a supervisor.
  
  I have not changed my name since I opened an account with Marcus back in 2022. This makes no sense and I am very concerned.
  
  I would like for someone to follow up with me and provide a reason on what is happening and why I have to mail copies of documents and what doesn’t match up with their record.

  Business Response

  Date: 06/24/2025

  BBB
  Response ********
  ID 23489609
  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
  19, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ********** ******** (the “Customer”) related to updating the information in
  their Online Savings Account (“OSA”).
  On
  June 18, 2025, the Bank conducted an account maintenance review, identified
  concerns regarding the Customer’s personal information, and sent a letter to
  the Customer stating that the personal information in the account does not
  match what the Bank has confirmed in public records. The Bank needs to confirm
  the Customer’s personal information is accurate as this is a requirement for
  FDIC insurance coverage. Later that same day, the Customer contacted the Bank
  and a Bank specialist informed of the documents and requirements to clear the
  concerns.
  
  The Bank is currently waiting to
  receive the requested documents from the Customer.
  
  Based
  on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: 23489609
  
  
  
  I am rejecting this response because:

  This does not satisfy my request as, per my prior message, I got no adequate information from customer support associates, who sounded quite unsure on what the proper action is. I had to be put on hold several times while they clarified internally.
  

  I asked for the directive of what to send and where to be sent to me via email or mail and I was told that information can only be provided via phone, that I extremely sketchy.

  I have not been treated this way by any other bank or investment institution that I use except for you.

  I changed my last name 3 years before ever acquiring your services. This behavior from you makes no sense. 

  Only change that happened during my time of banking with you is that I moved.

  I demand a real associate from your corporate office, not a phone customer service rep, contact me directly so I can verify whom I am speaking with. 
  

  To ask me to send my ID copies via email, with no attention to a particular associate, and no real direction on what else to include, is absurd. 
  

  I suggest you listen to the call I placed after getting your odd email. No customer would feel comfortable enough to mail their sensitive information after a response like that. 
  

  This is not a way to conduct banking business. Please have a real banking associate follow up with me directly via email and phone so I can verify their email handle.

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

• Initial Complaint

  Date:06/18/2025

  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.

  I have been banking with Marcus for almost 5 years. I have never experienced any problem or concerns till today. I attempted to transfer a portion of my current balance to my local bank as I have done many times in the past 5 years. The transfer was blocked by Marcus with no notice to my e-mail or text to my phone. I only found out when the transfer never arrived to my local bank. I unfortunately had to call and talk to the most uncaring, disrespectful, and clueless customer service employees ever. I don't want to call them stupid...but?? The first agent asked me for my "secret" word that I entered 5 years ago when opening the account. I told her the word was entered 5 years ago and I have no memory. She somewhat belittled me and suggested that was something I should have remembered or written down. I then hit the record button on my phone because I wanted a record of this crap. Long story short. I then talked to mutiple agents and no one could explain why my transer was rejected. I have read mutiple reviews rating Marcus Bank. I believe they are in severe financial trouble and are making every possible attempt to block financial transfers. I am sure Marcos Bank will respond. Please, don't believe their response. Marcus Bank is a sinking ship. Run while you can....

  Business Response

  Date: 06/25/2025

  BBB Response Venn
  ID 23488875
  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 18, 2025. The Bank appreciates the opportunity to address the concerns raised by Robert Venn (the "Customer”) related to their Online Savings Account (“OSA”).
  In accordance with the Bank’s Deposit Account Agreement (“DAA”), customers may not link external accounts that are business accounts.
  On June 18, 2025, the Customer contacted the Bank requesting assistance with the verification of an external account. Subsequently, the Bank specialist conducted a three-way bank call with the Customer and external institution. During the call, the external institution confirmed the external account to be a business account. The Bank specialist then informed the Customer of the Bank’s DAA pertaining to the linkage of business accounts.
  On June 23, 2025, the Customer contacted the Bank requesting to link a new external account. To resolve security concerns, the Bank specialist successfully conducted a three-way call with the Customer and external institution to verify the ownership of the external account. Subsequently, the external account was linked to the Customer’s profile as requested. Later that same day, the Bank successfully processed the Customer’s request to transfer funds from their OSA to their newly linked account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:06/18/2025

  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.

  I called in to close a CD early before the maturation date. A short while later, I called to cancel my request. I no longer wanted to close my Cd. The rep took thorough notes and assured me that it wouldn’t be closed because my initial cancellation request had actually not been entered.
  
  A couple of days later, I got an email stating my CD had been closed.

  Business Response

  Date: 06/25/2025

  BBB Response ***
  ID 23484565
  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 18, 2025. The Bank appreciates the opportunity to address the concerns raised by ******** *** (the "Customer”) related to the closure of their Certificate of Deposit (“CD”).
  On May 21, 2025, the Customer contacted the Bank requesting to close their CD (account ending in 3867) prior to maturity and a Bank specialist assisted with initiating the request. Later that same day, the Customer contacted the Bank to cancel their previous request for closure. Unfortunately, due to an inadvertent error, the Bank specialist failed to process the Customer’s cancelation request and the CD was closed with penalty.
  The following day, the Customer contacted the Bank regarding the closure of the CD. Subsequently, the Bank opened an investigation into the Customer’s concerns.
  After further review, on June 25, 2025, the Bank contacted the Customer to advise that the CD could be reopened with the penalty reimbursed. Currently, the Bank is in the process of reopening the account and crediting the penalty amount. Due to the experience, the Bank provided the Customer with a credit to their account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an over payment of an order on my credit card. When the Bank emailed me I said the amount was not correct and it was blocked. I also called and corrected it. After that the Bank never fixed it. When I went to Walgreens the card was denied. After I tried to fix this issue, I have been met with rudeness. A Supervisor ****** was plain nasty raised his voice and said he was freezing it for another week for no reason. (I was trying to explain, there was no fraud t was an over charge by the Company ) Then the same by another Supervisor **** and then today telling me I had a different number, call Transunion and update my number.Meanwhile my other Banks have updated my number with no issues. They are rude each time refusing to unfreeze my account . Each time I answer security questions, they are putting me on hold on purpose even after I called the Corporate Office Friday 6/13 and complained. They still refuse. I am a disabled Senior with Rx I can not get now. They are playing games. They stick up for their rude coworkers and are stressing me out. They are very unprofessional.

  Business Response

  Date: 06/24/2025

  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 June 17, 2025. The Bank appreciates the opportunity to
  address the concerns raised by **** ***** (the “Customer”) related to a
  restricted GM Rewards Card account.
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened the GM Rewards Card account
  and consented to the GM Rewards Card Customer Agreement on July 29, 2016. The
  GM Rewards Card Customer Agreement references that the Bank may decline
  transactions for any reason, including suspected or actual fraud. 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 attempted to
  verify the needed information between June 14, 2025 and June 17, 2025 but was
  unsuccessful. The Bank attempted to contact the Customer on June 23, 2025 but
  was unsuccessful. The Consumer should contact the Bank directly to complete
  the needed account verification at **************. Bank representatives are
  available 24 hours a day, 7 days a week. 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: 06/24/2025

  
  
  Complaint: 23481192
  
  
  
  I am rejecting this response first the information is inaccurate that they gave. Secondly. I gave them a last chance to fix this issue when they acknowledged I recently went online and updated my info. They are just being retaliatory because I asked for a Supervisor. The dates are all wrong. They refuse to unlock my card , period.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called Golman Sachs several times because they are charging me an installment or a computer that was paid off in June 2024. The laptop was paid off early and I ask them to return the interest fees. Instead of them mailing me the interest fees back (which totaled $79.08) they converted the computer into an installment plan of $1482.00. I should only have 1 computer on the account which was purchased in May 2025. Every-time they say someone will call you back within 5-10 days. If you miss the call they close the case BUT NOTHING GETS RESOLVED. I do have bank states to Apple showing that I have paid off the laptop

  Business Response

  Date: 06/24/2025

  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 17, 2025. The Bank appreciates the opportunity to address the
  concerns raised by ******* ****** (the “Customer”) related to Apple Card
  Monthly Installments and interest.
  The Bank conducted an investigation, and an inadvertent processing error
  occurred. The Customer contacted the Bank on February 19, 2025, regarding the
  interest assessed on the account in the amount of $79.08. Apple Card Monthly
  Installments (ACMI) is a payment option available in the U.S. to Apple Card
  Customers that allows the cardholder the ability to purchase certain Apple
  products from Apple at 0% Annual Percentage Rate. Transactions that do not
  qualify for Apple Card Monthly Installments are applied to the account as a
  standard transaction subject to the Variable Annual Percentage Rate assigned
  to the Apple Card.
  According to the Bank’s records on June 16, 2024, the Customer made a
  purchase on Apple.com in the amount of $1,482.94. The Customer did not use
  Apple Card Monthly Installments (ACMI) for this purchase. As a result, the
  device amount was applied to the account as a standard transaction subject to
  the variable APR assigned to the Apple Card. The Customer had zero balance
  due at the time of the conversion. Due to the processing error, the Apple
  purchase in the amount of $1,482.94 was converted to Apple Card Monthly
  Installments and was placed back on the account. The Bank confirmed the
  device was converted to Apple Card Monthly Installments at 0% interest. The
  interest amount was also credited on February 19, 2025. The installment
  amount of $1,482.94 was credited back to the account and closed on June 23,
  2025.
  The Bank regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 06/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23479569, and find that this resolution is partially satisfactory to me.  However the Bank has not explained why my previous "credited" amount of $626.53 is now reduced to $362.13.  If they can clear up this information that will resolve my complaint.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23479569
  
  I am rejecting this response because:

  Goldman Sachs replied and stated that they would credit the installment amount of $1,482.94 back to my account.  That was acceptable to me.

  
  

  However today  my card balance is $489.54.  The listed transactions do not total this amount for card transactions .  Furthermore, I do not know how/why $127.41 is being pulled to pay my installment agreement.  I simply want the correct accurate card balance so that I can pay off this card.

  
  

  When I called the rep. *** confused and simply gave me a case #A001003445765.  I am truly frustrated at this point.

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

  Business Response

  Date: 07/08/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via Better Business Bureau (BBB) Complaint Portal on July 01, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ****** (the Customer) related to Apple Card Monthly Installments and the balance for the Apple Card.
  As provided in the Banks previous response, the Bank conducted an investigation and confirmed an inadvertent processing error occurred resulting in an Apple purchase being converted to Apple Card Monthly Installments. According to the Banks records, on June 16, 2024, the Customer made a purchase on ********* in the amount of $1,482.94. The Customer did not use Apple Card Monthly Installments (ACMI) for this purchase. As a result, the device amount was applied to the account as a standard transaction subject to the variable APR assigned to the Apple Card.
  Due to the processing error, the ***** purchase in the amount of $1,482.94 was converted to Apple Card Monthly Installments and was placed back on the account. ******** confirmed the device was converted to Apple Card Monthly Installments at 0% interest. The Customer had a zero balance due at the time of the conversion. The interest amount was also credited on February 19, 2025. The installment amount of $1,482.94 was credited back to the account and closed on June 23, 2025. ******** confirmed the balance on the account is accurate. After all credit adjustments, the account was left with a balance of $489.54 on the revolving line which was paid on July 2, 2025 and an Apple Card Monthly Installment balance of $1,274.18 for the transaction posted to the account on May 16, 2025 for a purchased device.
  ******** attempted to contact the Customer on July 03, 2025, and July 08, 2025, to explain the balance but was unsuccessful. ******** is available by phone at ************** or by message from the Wallet app. ******** is available 24 hours a day, 7 days a week.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account is on hold. I can't transfer money out or in.
  - I tried to transfer money from Marcus to another account.
  - Without telling me they decided to freeze my account.
  - I called and they said I had to mail them an Affidavit of Identity.
  - I mailed the signed notarized form and never received a phone call or email regarding the issue.
  -Called again for a status update and they said a supervisor would need to call me back and I haven't received a phone call.
  -I called again and they tell me the same thing.
  -They're holding $120,307.62 of my savings and not letting me access it.
  -I've sent them what they requested.

  Business Response

  Date: 06/23/2025

  BBB
  Response ****
  ID ********
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Better Business Bureau Complaint Portal on June
  16, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ****** **** (the “Customer”) related to accessing their Online Savings
  Account (“OSA”).
  On April 1, 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 attempted unsuccessfully to contact the Customer.
  Consequently, the Bank declined the transfer and restricted the OSA until the
  security concerns could be resolved.
  The
  following day, the Customer contacted the Bank
  regarding their account access, but the security concerns remained. As an
  alternative verification method, the Bank requested the Customer to complete an
  Affidavit of Identity (“AOI”) which the Bank received from the Customer on April
  28, 2025. Unfortunately, due to an inadvertent error, a Bank specialist
  erroneously declined the documentation and requested the Customer to complete
  an additional AOI.
  On June 2, 2025, the Bank received
  the AOI from the Customer and approved the AOI on June 17, 2025. Subsequently,
  the Bank restored the Customer’s online banking access. 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: 06/24/2025

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