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:06/16/2025

  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 a credit card with Marcus a subsidiary of Goldman Sachs. My bill is paid on time by auto pay every month. I review my statement online each month to verify charges. When I went to review my statement on 4/19/25 I saw I was not issued a statement on the 4th of the month. Upon further review it stated my account was closed without explanation and to call ************* I called and spoke to 5 different reps finally speaking to a supervisor ; ****** **** who told me my account was charged off but could not tell me why. She said she would open an inquiry and someone would contact me. On 4/22/25 after not hearing from anyone I again called and spoke to 6 separate representatives, some of them more than once as I was transferred 8 times. The results was that no one would give me the reason my account was charged off. They would not agree to correct it. They could not guarantee it would not be reported on my credit file. This is absurd. It's 2025 records are kept electronically and are available for instant review. I have no documents to attached because Goldman Sachs/Marcus never notified me by mail, phone or email of the fact that my account was to be charged off. On 6/3/25 I was contacted by phone by a rep of Goldman Sachs and I was told the account would be reopened and I would be credited $500 for "inconvenience". On 6/16/25 I phoned the bank and nothing has been done. Now this has been reported as a charge off on my credit reports. I want my account reinstated and my credit report corrected.

  Business Response

  Date: 06/23/2025

  
  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 June 16, 2025. The Bank appreciates the opportunity to address the concerns
  raised by *********** ****** (the “Customer”) related to a GM Card account
  closure and credit reporting for the GM Card.
  The Bank confirmed the account was booked on September 19, 2024. The account is
  currently under review. The Bank requires additional time to complete the
  investigation. The Bank will send the Customer a communication with the outcome
  once the review is completed. The Customer should contact the Bank directly
  with any questions at 1-************* Bank representatives are 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:06/15/2025

  Type:Sales and Advertising 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 have a savings account with **********************. I was on vacation for two weeks. When I returned home I saw that I had received a letter stating that my account had been closed. A few days later I received a letter that before the account had been closed, my savings had been removed. I reached out to Goldman Sachs, as I had not received any email notices of account closure. The first attempt, the *** said that he would open an investigation into my account. He said that my account had been locked after being flagged. Together we went through my password attempts and explained to him that I have been using vpn regularly since around April. He told me to call for update in a week. The second ***resentative I called a week later said that an investigation had not been started and that I would need to wait under week to file a dispute to get my account open again. I called back the next week and the ***resentative and I were able to open a dispute. He told me it would take ***** days to be completed and that I might have to do a three way call with my bank before they could make any decisions. Again I waited a week. I called them once more and asked for update on my dispute. The ***resentative explained that the case was moving but it would still take another ***** days. She also explained that my money was still in the possession of Marcus by Goldman Sachs. I am filing complaint because they have withheld my money from me for an unreasonable amount of time considering the circumstances. I need to ensure the safety and return of my finances in a timely manner. They also made no effort to notify me of the need to resolve my account closure when they initially closed the account. The account was closed by ******************** on May 21, 2025.

  Business Response

  Date: 06/18/2025

  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 15, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ***** (the "Customer) related to their ************** Account (OSA).
  On April 11, 2025, the Customer initiated an incoming transfer request from their external account to their OSA, which the external institution reversed. Due to the reversal, the Bank identified security concerns regarding the Customers account and restricted the **** As the Customer did not contact the Bank to address the security concerns, on May 15, 2025, the Bank made a business decision to close the account.
  On June 1, 2025, the Customer contacted the Bank regarding the closure of their **** To resolve the security concerns, a Bank specialist completed an authentication process to verify the Customers identity and their account activity. However, the Bank specialist did not restore the Customers account access following this call. Consequently, the Customer experienced a delay in accessing their funds.
  After further review, on June 17, 2025, the Bank restored the Customers account,re-opened the *** and credited the funds with the appropriate interest. Due to the experience, the Bank provided the Customer with a credit to the account as a token of goodwill.
  Based on the above details,the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 06/20/2025

   
  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,
  
  ******* *****

• Initial Complaint

  Date:06/15/2025

  Type:Sales and Advertising 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.

  after 1 june 2025 unable to access my account i ask for but never receive code in email. never had a problem for two years but after being repeatedly locked out, hours on phone with **** to including technical team support, turning off antivirus, still cannot see my accounts. something has changed on their end not mine since i have no problems with any other banks or cc companies.

  Business Response

  Date: 06/20/2025

  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 15, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ****** (the Customer) related to accessing their profile.
  Between June 3, 2025, and June 16, 2025, the Customer contacted the Bank due to experiencing difficulties logging into their account and Bank specialists assisted the Customer by providing troubleshooting steps. In addition, the Bank opened an investigation into the Customers concerns.
  On June 17, 2025, the Bank completed its investigation and contacted the Customer to further assist with resetting their password. During the call, the Bank specialist restored the Customers online banking access. Additionally, the Customer successfully accessed their online profile the following day.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 06/23/2025

   
  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,
  
  ******* ***** ******, Iii ******, Iii

• Initial Complaint

  Date:06/13/2025

  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 believe this account has been assigned to me in error, as I am not liable for the debt in question.
  
  I have no contractual obligation with GS BANK USA and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since GS BANK USA has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.
  
  I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  Business Response

  Date: 06/20/2025

  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 14, 2025. The Bank appreciates the
  opportunity to address the concerns raised by ******* ****** (the Customer)
  related to an Apple Card opened without authorization.
  The Bank conducted and confirmed no Bank error occurred. According to the
  Bank’s records, the Customer opened an Apple Card and consented electonically to the Apple Card Customer Agreement on
  August 14, 2022. As stated in the Apple Card Customer Agreement, the Bank may
  report information about the account to the Credit Reporting Agencies, which
  includes but is not limited to Late Payments, Missed Payments, or other
  defaults on the account. Based on the Bank’s investigation, the Bank
  determined the Customer is liable for the account. The Bank is unable to
  provide additional information related to the investigation.
  The Bank confirmed the account was reported accurately to the Credit
  Reporting Agencies. The account was charged off on April 30, 2024, as a
  result of the Customer failing to make a payment to satisfy the minimum
  amount due by October 31, 2023. The Bank successfully delivered Statement
  Available Reminders, Payment Due Reminders, Missed Payment Reminders, and
  Eligible for Credit Bureau Reporting reminders to the email address on file.
  The Bank is obligated to report accurately to Credit Reporting Agencies and
  is unable to update the Customer’s credit reporting.
  The Bank sent the Customer the requested documents on June 20, 2025,
  validating the Customer's debt including a copy of the Apple Card Customer
  Agreement and 12 months of statement history showing records of transactions
  and payments to validate the balance and the debt owed. The Customer is
  responsible for the balance on the account in the amount of $277.48 provided
  in the latest statement from April 30, 2024.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:06/13/2025

  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.

  Statements are made to the best of my knowledge and recollection. It appears that I purchased an iPad Air and AppleCare on or around June 2, 2025. I used my Goldman Sachs ***** Card. I believe the original iPad ordered was returned to ***** by the carrier. I completed an additional order using my Apple Card on or around June 5, 2025. I called Goldman Sachs on June 13, 2025 and spoke with supervisor *******. A "Monthly Installments" screen appearing in my Apple Card account app for the first/returned iPad reflects a date of June 3, 2025. Of particular significance, account information states a "Total Paid" amount of $79.00 (evidently applied by Goldman from an Apple refund and/or credit). The Monthly Installments screen further reflects an iPad-related account dated June 5, 2025 (i.e., the second iPad that I purchased per *****'s direction). Of significance, once again, the June 5 account shows a Total Paid amount of $100.00 (also evidently applied by Goldman from an Apple refund and/or credit). My understanding is that I am unfairly prohibited by Goldman from fully paying off the first iPad account because, purportedly, and without proper justification, my payments must go toward my regular balance first. Goldman's position contradicts its own actions with regard to how it credited both iPad accounts with refunded and/or credited money. This refusal to observe common sense and behave properly results in an unfair obligation for me to pay off two installment accounts over time--even though one of the products was returned and Goldman seemingly has issued partial credits based on Apple credits and/or refunds. I am requesting that Goldman immediately apply all monies refunded and/or credited in connection with the first iPad to the first iPad installment account. Further, I am requesting that Goldman immediately provide me with specific instructions on how I may pay off in full, directly, and immediately the first iPad installment account.

  Business Response

  Date: 06/20/2025

  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 *******. The Bank appreciates the opportunity to address the concerns raised by **** ****** (the Customer) related to ************************************************* conducted an investigation and confirmed no Bank error occurred. Apple Card Monthly Installments (ACMI) is a payment option available in the **** to Apple Card Customers that allows the cardholder the ability to purchase certain ***** products from ***** at 0% Variable 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 Banks records, the Customer received a credit from the merchant Apple in the amount $583 on June 11, 2025. The Customer disputed the installment purchase and received a provisional credit. As a result, the merchant credit was applied to the Customers revolving line. Since the Customer received a merchant credit, the Bank resolved the dispute as cardholder liable and reversed the dispute credit. As a result, the Apple Card Monthly Installment balance remained due even though the Customer returned the device. As per the Customer request the Bank was able to apply the merchant credit received on June 11, 2025, towards the Customer Apple Card monthly Installment balance and closed it out.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/23/2025

  Complaint: 23465521
  
  I am rejecting this self-serving response because: the response is non-responsive and appears to contain false and/or misleading information (i.e., no installment account from **** appears on my side as closed).  Goldman must check its facts thoroughly before making factual representations.  The dispute remains in full.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service 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.

  On May 2025 I opened an online savings account with **********************, and transfered an initial funding of $10,000. The very next day, my account was locked and I could not access it. I called them and asked why, and they said they can't tell me, and would need to verify my identity first. All the verification methods, which worked the day I opened the account, all of the sudden didn't work and they could not verify me. I called multiple times again to no avail. I researched online and found that tens of thousands of people were also having this situation -- even old members of Marcus. I proceeded to ask for Marcus's Affidavit Of Identity, and I had the document notarized and sent to Marcus. When I called later, they said they can't verify my identity. I asked why my account was locked the very next day I opened it, why is this happening to thousands of people, and why all of the sudden the methods of identity verification that worked the day I opened the account don't work anymore. All the agent said was that at the moment they can't verify my identity and that they would send another Affidavit Of Identity. This situation is tantamount to a scam, and I wish to have this matter resolved.

  Business Response

  Date: 06/17/2025

  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 12, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******* ******* (the "Customer) related to accessing their ************** Account (OSA).
  On May 21, 2025, the Bank conducted an account maintenance review, identified security concerns regarding the Customers identity, and restricted the *** until the security concerns could be resolved. Later that same day, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank mailed an Affidavit of Identity ***** for the Customer to complete on May 30, 2025.
  After further review of the Customers profile, on June 13, 2025, the Bank made an exception to resolve the security concerns without an *** and restored the Customers online banking access.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/20/2025

   
  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,
  
  ***** ******* *******

• Initial Complaint

  Date:06/12/2025

  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.

  We mailed our payment on May 2nd (paid in full) to marcus: by goldman sachs and they claimed it was 4 days late so they charged us $29.00 late fee and $2.63 interest charged to our account. It was due on May 20th. I do not understand how it could be late when we mailed it out almost 3 weeks before the due date. They will not credit our account. We tried 4 times to get our credit and the refused us. If you could help me out with this, I would be very much appreciate it.

  Business Response

  Date: 06/18/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Reward Card via the Better Business Bureau (BBB) Complaint Portal on June 12, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ******* (the Customer) related to interest and a late fee assessed on a ** Reward Card account.
  ******** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the ** Card account and consented to the ** Reward Card Customer Agreement on October 13, 1993. During the application process the cardholder was presented with and accepted the ** Reward Card Customer Agreement to open the account. This agreement details the cardholders payment obligations including that the cardholder promises to pay the Bank all amounts charged to the account under the agreement, including all transactions, interest, fees and all other amounts billed. The cardholder can reference the Promise to Pay section of the ** Card Customer Agreement for options on all acceptable payment methods. The Customer can access the account online at ******************************  to issue payments electronically or contact the Bank directly to issue a payment. ******** is available 24 hours a day, 7 days a week by phone at ************** or by chat on ****************************** through the account dashboard.
  The Customer did not make a payment to satisfy at least the minimum amount due by May 20, 2025 until May 24, 2025. ******** credits payments as of the date they are received. As a result, the account was assessed a late fee in the amount of $29.00 and interest in the amount of $2.63. As a courtesy, the Bank applied a credit in the amount of $2.73 on February 04, 2025, to reimburse the interest charges assessed to the account. ******** is unable to reimburse additional interest charges, or the late fee assessed to the account.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23460244
  
  I am rejecting this response because: we mailed it on time and they claim we mailed it too late.  I feel they are out to scam people.  If I mailed it at the post office on May 2nd and they say they didn't get it till the 24th, and blamed the post office, there is something wrong.  The other bills I mailed with that got it 4 days after I mailed them.  Why didn't Marcus?
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/11/2025

  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.

  I believe this account has been assigned to me in error, as I am not liable for the debt in question.I have no contractual obligation with *********** and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since *********** has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  Business Response

  Date: 06/18/2025

  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 12,
  2025. The Bank appreciates the opportunity to address the concerns raised by
  Jessica Walker (the Customer) related to an Apple Card opened without
  authorization.
  
  The Bank conducted and confirmed no Bank error occurred.
  
  Based on the Bank’s investigation, the Bank determined the Customer is liable
  for the account. The Bank is unable to provide additional information related
  to the investigation.
  
  According to the Bank’s records, the Customer opened an Apple Card and
  consented to the Apple Card Customer Agreement on September 1, 2019. As stated in the Apple Card
  Customer Agreement, the Bank may report information about the account to the
  Credit Reporting Agencies, which includes but is not limited to Late Payments,
  Missed Payments, or other defaults on the account. The Customer did not make
  a payment to satisfy at least the minimum amount due by August 31, 2024. As a
  result, the Bank reported the account past due to the Credit Reporting
  Agencies. The Bank successfully delivered Statement Available Reminders, Payment Due
  Reminders, Missed Payment Reminders, and Eligible for Credit Bureau Reporting
  reminders to the email address on file.

  The
  Bank confirmed the account was reported accurately to the Credit Reporting
  Agencies. The Bank is obligated to report accurately to Credit Reporting
  Agencies and is unable to update the Customer’s credit reporting.
  
  The Bank sent the Customer the requested documents on June 16, 2025, validating
  the Customer's debt including a copy of the Apple card Agreement and 12 months
  of statement history showing records of transactions and payments to validate
  the balance and debt owed. The Bank conducted a review of interactions and was
  unable to locate any record of a prior request for validation of debt.
  
  The Bank received documentation confirming Bankruptcy on April 17, 2024. The
  Bank ceased collection efforts on the account upon initial notification of
  Bankruptcy. Repayment of the account is not required.

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

  
  

• Initial Complaint

  Date:06/11/2025

  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 complaint with Marcus Bank is that l sent a cashier's check for mobile deposit to them and it was deposited into my online savings account and when I phone them about the ending balance they said they were going to close my account and couldn't give me no more information about why they are closing my savings account and they temporarily placed a block on my savings account plus I would like to know what can be done about it.

  Business Response

  Date: 06/16/2025

  BBB
  Response Herbert  
  ID: 23452728
  Marcus by
  Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Consumer Financial Protection Bureau
  Complaint Portal on June 11, 2025. The Bank appreciates the opportunity to
  address the concerns raised by ****** ******* (the “Customer”) related to the
  closure of their Online Savings Account (“OSA”).
  On May 5,
  2025, the Bank conducted an account maintenance review and identified security
  concerns regarding the Customer’s account. Due to the identified security
  concerns, the Bank restricted the Customer’s online banking access and made the
  business decision to close the Customer’s OSA.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: 23452728
  
  
  
  I am rejecting this response because:
  
  the bank closed my account for no sufficient reason and they want return the money to me that's stated on the bank statement that I have in my possession.  They sent me correspondence telling me to fund my account and when I did that they want to send my money back to the original creditors which is not fair to me.

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

• Initial Complaint

  Date:06/10/2025

  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 a High-Yield Savings Account with Marcus by Goldman Sachs. On June 3, 2025, I initiated a standard withdrawal, which was unexpectedly blocked due to a “security review.” My funds have been inaccessible ever since, with no clear explanation or resolution provided.
  
  The account in question has had only one external bank account linked to it since opening in January 2025. I have conducted over a dozen successful transactions using this same account, making this sudden verification review confusing and unjustified.
  
  Over the past week, I have spent hours calling Marcus support, only to be told there is no estimated timeline for resolution. I have received inconsistent information, no formal notice or follow-up communication, and no ability to escalate the issue effectively.
  
  This indefinite hold on my account has disrupted my financial plans and created unnecessary stress. I believe the treatment I’ve received—both in terms of customer service and lack of transparency—falls below the standard expected from a financial institution.
  
  Desired outcome:
  
  I request immediate release of my funds, a written explanation for the delay, and appropriate steps taken by Marcus to improve communication and accountability to consumers.

  Business Response

  Date: 06/17/2025

  BBB Response ****
  ID 23448956
  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 10, 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 June 4, 2025, the Customer initiated an outgoing
  transfer request from their OSA to a linked account. During the transfer
  processing review, the Bank identified security concerns regarding the ownership
  of the linked account and sent a notification to the Customer to address the
  concerns. Later the same day, the Customer contacted the Bank to address the
  concerns; however, the Bank could not successfully authenticate the Customer. Consequently,
  the Bank restricted the Customer’s online banking access until the security
  concerns could be resolved.
  After further review, the Bank resolved the security
  concerns to allow for a transfer to the Customer’s original funding account. On
  June 12, 2025, the Bank successfully processed the Customer’s request to transfer
  funds from their OSA to the original funding account.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.