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:06/09/2023

  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.

  Complaint against Goldman Sachs, Marcus Savings Account: I am a customer of the aforementioned bank. My savings account was locked May 25th, 2023. I was not notified of my account lock, I noticed when attempting to log in. I called the bank at **************** and was told my account was locked and was under review. I called on May 26th, 2023 and was told an affidavit of identity would be sent to verify my identity. I received the affidavit, had it notarized for $15, and shipped the envelope on June 4th, 2023. The bank office in **************, **, ** received the affidavit on June 5th, 2023, received by "******." I called Goldman Sachs at the same number on June 9th, 2023 because my account continues to be locked. I was told I must wait 2-3 business days for the bank to review my account and that I could call back June 14th, 2023. My general complaints: - Savings account has been locked for over 2 weeks. I cannot receive paychecks, transfer funds, or access my account. - No notification was given of locked account. - No reason was given at any time for locked account. - I verified my identity by name, special word, birthdate, and last four of my social security number and my account has not been unlocked. - I verified my identity by notarized affidavit and my account has not been unlocked. ****************** gives me a 3+ business day time frame to call back every time I call. I need access to my savings funds and would like to close my account with *********************************************, but I cannot access my funds.

  Business Response

  Date: 06/16/2023

  BBB Response *******
  ID ********
  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the "Bank"),received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 10, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the "Customer") related to accessing an ************** Account (OSA).
  
  On May 25, 2023, the Customer initiated an outgoing transfer from their OSA to an unverified linked account via the Banks website. The Bank identified security concerns, declined the transfer, and restricted the Customers OSA, per the Banks Deposit Account Agreement. On May 26, 2023, the Customer contacted the Bank regarding their account access; however the Bank was unable to clear the security concerns. As an alternative verification method, the Bank requested an Affidavit of Identity ***** from the Customer, which the Bank sent on May 30, 2023. On June 8,2023, the Bank received the completed AOI ************* from the Customer.  
  
  On June 12, 2023, the Bank approved the **** On June 14, 2023, the Bank contacted the Customer, removed the restrictions, and restored the account access.
  
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20167554
  
  I am rejecting this response because:

  - The rejected transfer out of my OSA to an outside savings account was not reasonable to reject. I made two other transfers to this outside savings account prior and these were not rejected. Marcus can view my statement from May. 

  - I was never notified of OSA closure, as mentioned by Marcus in the previous message. I contacted Marcus without being notified of the lock. 

  - Marcus locked my OSA for over 2 weeks without any illegitimate activity occurring on my OSA. As determined by Marcus and stated in their response. 

  - I have not been reimbursed for the $15 *** charge or the two weeks spent without my OSA. 

   

  No questionable activity occurred on my account yet it was locked for over 2 weeks. I require reimbursement of $15 plus an amount negotiated for withholding my life savings for over 2 weeks, resulting in financial distress. I am not satisfied by the response by Marcus. 

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

  Business Response

  Date: 06/27/2023

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the "Bank"), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 20, 2023. The Bank appreciates the opportunity to address the additional concerns raised by ************************* (the "Customer") related to accessing an ************** Account (OSA).
  Per the Banks previous response, on June 14, 2023, the Bank removed the restrictions and restored the account access after clearing the security concerns. On June 20, 2023, the Customer closed the account via an outgoing ACH transfer to a verified linked account.
  On June 27, 2023, the Bank attempted unsuccessfully to contact the Customer to advise that, due to the experience, the Bank will pay the Customer via check a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20167554
  
  I am rejecting this response because:

  I was not contacted by the bank with the information stated in the response. If the bank successfully contacts me at the following email address, I will consider the complaint closed. This also assumes the contact is satisfactory. Thank you.

  Contact email: ******************** 

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

  Business Response

  Date: 07/12/2023

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the "Bank"), received the above-referenced complaint via the Better Business Bureau Complaint Portal on July 5, 2023. The Bank appreciates the opportunity to address the additional concerns raised by ************************* (the "Customer") related to an ************** Account (OSA).
  Per the Banks previous response, on June 27, 2023, the Bank attempted unsuccessfully to contact the Customer to advise that, due to the experience, the Bank will pay the Customer via check a token of goodwill. the address on file. On July 12, 2023, the Bank mailed the check to be delivered to the address on file.
  The Bank requests the Customer to contact the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for further assistance, as the Bank generally does not service direct communication via e-mail.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/13/2023

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

• Initial Complaint

  Date:06/08/2023

  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.

  Wanted to try Marcus by Godman Sachs. Transferred $30,500 into on-line savings. Marcus held money for 7 days. After funds cleared, I wanted to return the funds to my bank (Chase) and close the Marcus account. They locked my account! I could not log in and received a message "Your Account is Locked". Called the toll free ************. 30 minute hold time. Rep said they had to reverse the reversal, whatever that means. Claims they don't have the money, neither does the receiving bank. Told to wait 5 working days for one reversal and another 5 working days for the second. Makes no sense. When a bank has custody of funds, they transfer it via ACH, not 10 working days. Asked to speak to a supervisor, told they would call me. End of day did not receive a call. They expect me to wait 2 weeks and begin the phone call **************** again.Point: 1 - seems they intentionally hold funds for many clients telling them "it's in between banks" to draw interest. Either they have the funds or they do not. As holder they are liable. 2 weeks ago ******************* wrote a piece on how everyone was having difficulty getting their money, this is not an isolated incident.Point 2 - Their web site clearly states "1 Day Transfer of Funds Under $100K" - this is misrepresentation and a falsehood. Because they are ** based, can you reach out to them and assist with my return of $30,500

  Business Response

  Date: 06/14/2023

  BBB Response ******** ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on June 8, 2023. The Bank appreciates the opportunity to address concerns raised by *************************** (the Consumer) related to their ************** Account (OSA).
  On June 1, 2023, the Customer funded their OSA from two linked accounts. On June 7, 2023, the Customer initiated an outgoing transfer from their OSA to a verified account via the Banks website. The Bank identified security concerns and declined the transfer. The Bank attempted unsuccessfully to contact the Customer to address the security concerns, thus the Bank restricted the Customers OSA, per the Banks Deposit Account Agreement.
  On June 8, 2023, the Customer contacted the Bank, cleared the security concerns, and advised that the funds need to go back to the respective original funding accounts. Subsequently, the Bank restored the Customers online banking access and removed the restriction. As of June 12, 2023, all funds were successfully transferred, by the Customer, to the original funding accounts.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:06/08/2023

  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.

  5/30/23: I did an *** transfer for $38K from Marcus to my external bank account that was successfully linked using Plaid. I get a confirmation email of the *** transfer. Later that day I receive a phone call saying that they need to verify my external bank account. They attempted to reach my bank, but were unsuccessfully (I also got disconnected from the call). The *** then told me I would need to MAIL bank statements to them in order to verify my ownership of the external account (you can't email or fax anything to Marcus!). 5/31/23: I expressed mailed my bank statements to Marcus and they were delivered on 6/2/23 per **** tracking. I called Marcus on 6/6/23 and they said they received my documents on 6/5/23 and it would take 1-3 business days to process. 6/8/23: I called Marcus for a status update, and they then told me it would take **** business days for them to process my documents and not 1-3 business days. I'm not sure why there was a change in processing time??When signing up with Marcus, I did not expect this much hassle to do a simple *** transfer from Marcus to my LINKED external bank account. I'm in a dire need of MY OWN MONEY! I'm disappointed at this institution and should have read the MANY reviews regarding customers who are having the exact same issues as I am before trusting them with my money. I will be re-evaluating my relationship with Marcus by Goldman Sachs I hope this compliant can actually resolve this matter, not just for me, but for the others with this exact same issue!

  Business Response

  Date: 06/15/2023

  BBB Response ********
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 8, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to accessing the funds in their ************** Account (OSA).
  On May 30, 2023, the Customer initiated an outgoing transfer from their OSA to an unverified account. The Bank identified security concerns regarding the account and declined the transfer. The Bank attempted unsuccessfully to contact the Customer to address the security concerns, thus the Bank restricted the Customers OSA, per the Banks Deposit Account Agreement. Later that day, the Customer contacted the Bank and a Bank specialist incorrectly advised the Customer of an alternative account verification method.
  On June 5, 2023, the Bank received the requested documentation from the Customer. Later that same day, the Customer contacted the Bank, and the Bank advised the account verification is under review. On June 8, 2023, the Bank informed the Customer of the review process time frame. On June 12, 2023, the Bank verified account ownership and removed the restriction, restoring the Customers account access.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/16/2023

   
  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:06/08/2023

  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.

  This is an ongoing issue for years where my credit card is not working no one is telling me why its not working. Ive had multiple escalations opened and tickets and nothing is being resolved. Ive changed my card multiple times via physical and digital and the card is still not working. No one is reaching out to me to resolve the issue. Its been an ongoing 3 years and Goldman Sachs cant provide a resolution why my apple credit card is not working. No one is taking ownership to get the issue resolved or provide a resolution. Ive called multiple times for this. They claim to try to contact me, no email or phone calls have been given. This is absolutely ridiculous as to why no one can provide me a resolution. They open countless level 1.2.3 tickets and nothing is being solved. Why is my card not working?? They claim its the chip I replace the card and its still not working. This needs to be resolved as Im tired of wasting my time to fix a card that Goldman Sachs does not want to fix.

  Business Response

  Date: 06/15/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 08, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer)related to declined transactions for *********************** conducted an investigation related to declined transactions and confirmed due to an inadvertent system error, the restriction on the Customers account was unable to be lifted. As a part of a regular account review process, the Bank placed a restriction on the account until additional research could be completed. The Customer contacted the Bank on August 27, 2021 and verified the needed information. Due to a system error, the restriction was not lifted from the account. The Bank confirmed that the Customers account is active and available for use as of June 15, 2023. The Bank regrets the frustration this Customer has experienced.
  A Bank Representative attempted to contact the Customer on June 15, 2023 to further address their concerns, but was unsuccessful. If the Customer experiences further issues, they should contact the Bank directly. The Bank is available by phone at **************. Apple Card Specialists are available 24 hours a day, 7 days a week.
  Based on the above details, the Bank kindly requests this complaint be closed.

• Initial Complaint

  Date:06/07/2023

  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.

  Absolute disgusting company. Removed autopay and my linked checking account and they made several unauthorized attempts for payment, resulting in multiple insufficient funds fees. I attempted several times to get assistance and was always told my case would be escalated. Weeks went by and a Horrid condescending person called me. Did nothing, no resolution. These were fraudulent transactions. I want to be reimbursed for each attempt. I live in *** and my attorney general has passed laws to stop abusive and unlawful tactics. I have had this card for years and have never missed payments or had any negative experiences, until Marcus Goldman Sachs took over GM cards. They already have several lawsuits against them for shady activity. I want my now negative bank account reimbursed for the unauthorized attempts for payment.

  Business Response

  Date: 06/13/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on June 7, 2023. We appreciate the opportunity to address the concerns raised by ***************** (the Customer) related to scheduled payments, fees, and account restriction.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer has a My ** Rewards Card account and a ** Extended Family Card account with the Bank.
  For the ********* My ** Rewards account, the Customer set up autopay on July 23, 2022, to pay the statement balance on the due date each month and an email confirmation was sent. This series was canceled by the Customer on February 21, 2023. A new autopay was set up on February 21, 2023,to pay the minimum amount due on the due date each month and an email confirmation was sent. The autopay first processed on April 21, 2023, in the amount of $1.09. The autopay then processed on May 21, 2023, in the amount of $29.00. This payment was rejected by the ********* financial institution due to insufficient funds on May 23, 2023, and an email notification was sent to the Customer. The rejection resulted in the autopay being canceled. A one-time payment in the amount of $68.00 was received to the Bank on May 27, 2023. The account is in an active status as of June 7, 2023.
  For the ********* ** Extended Family Card account, the Customer set up autopay on April 14, 2022, to pay the statement balance on the due date each month and an email confirmation was sent. This series was canceled by the Customer on September 3, 2022. A new autopay was set up on September 3, 2022, to pay the minimum amount due on the due date each month and an email confirmation was sent. The autopay processed payments in the amounts of $29.00 on October 23, 2022, $29.00 on April 23, 2023, and $81.00 on May 23,2023. The payment in the amount of $81.00 was rejected by the ********* financial institution due to insufficient funds on May 25, 2023, and an email notification was sent to the Customer. The rejection resulted in the autopay being canceled. A one-time payment in the amount of $264.00 was received to the Bank on May 27, 2023. This payment was rejected by the ********* financial institution due to insufficient funds on June 1, 2023, and an email notification was sent to the Customer. The account is in a restricted status as of June 7, 2023, due to no payment received by the due date of May 23, 2023.The Bank is unable to remove the account restriction until a payment successfully posts to the account.
  The Bank does not make multiple attempts to withdraw payments from customers accounts. The Bank is unable to provide monetary compensation for fees incurred with the ********* financial institution and encourages the Customer to contact their financial institution for further assistance. The Bank regrets any frustrations the Customer experienced.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20153936
  
  I am rejecting this response because: They most certainly did attempt multiple payments. I have a recorded phone conversation with the worker confirming it. I commented that Marcus made a fraudulent attempt to collect payment multiple times. I said you can't do that. She responded it's not fraud and we can attempt 2 times each and I was charged 4 times for insufficient funds for attempted payment on GM extended. I have no issue with GM rewards card. I removed autopay and my bank account yet it still attempted an unauthorized payment. I've had these cards for years and never had an issue until Multiple lawsuit Marcus took over.  ************************************ opened an investigation on them for their shady business. One late payment gets you a restricted card???? No courtesy due to the economy and recovering from the virus shut down? Shoes you what type of people they are. Never had a card restricted for 1 week late payment. I want $35 for every time you attempted an unauthorized payment. Your site always has technical problems. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/06/2023

  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.

  On 5/31/2023, I called Marcus Goldman Sachs to handle a debt that went delinquent while I was ill. They transferred me to ARS, their loan servicer. ARS offered to settle the account for $2000 less if I made payment that day. I initially agreed, but then asked them to cancel that settlement because Goldman Sachs would only accept full payment. Two days letter the payment was taken from my account without my permission. Now both parties say there is nothing they can do.

  Business Response

  Date: 06/13/2023

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau (BBB) Complaint Portal on June 6, 2023. The Bank appreciates the opportunity to address the issues raised by *************************** (the Customer) related to a personal loan (the Loan).
  The Bank conducted an investigation and confirmed with *************************. that no error occurred.  The Customer agreed to settle the account with *************************. on May 31, 2023, for $3,603.27 in one payment. The Customer called *************************. back shortly after to cancel their arrangement. The payment could not be cancelled as it had already been processed. On June 8, 2023, the payment was returned as NSF, so *************************. cannot offer a refund at this time.
  The Loan from Marcus by Goldman Sachs had an original principal balance of $14,500.00.  The current, outstanding balance of your loan is $6,012.12 (principal and interest).  As of March 29, 2022, the Loan from Marcus by Goldman Sachs is 120 days or more past due.  The Loan is therefore in a charge-off status which means that the outstanding loan balance is now due and payable and that we will continue our collection efforts on this loan, to the extent allowed by law.
  The Bank referred the Loan to *************************.  The Customer may contact *************************. at **************. The Customer may also call us at ***************************** ***************) with any questions regarding our referral of their account for collection.
  Based on the above details, the Bank kindly requests this complaint be closed.

• Initial Complaint

  Date:06/06/2023

  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.

  My wife (*******) and I have had a Marcus Savings/CD account for 10+ years (accounts ************ & ************). On 4/20/23 I received an email "Action Requested: Please call us about your account". When I called the next day I found out that our account had been locked (no explanation was provided). I subsequently was requested to provide an Affidavit of Identity. I sub-sequentially received (via ** mail from Marcus) the Affidavit of Identity and mailed it back on 4/28/23. Since I mailed it Certified I could see that Marcus received it on 5/3/23. I have called Marcus several times since 5/3/23 and have been given no explanation and our account remains locked (as of 6/6/23). I would like our account unlocked.

  Business Response

  Date: 06/13/2023

  BBB Response *********
  ID ********
  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 6, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to accessing their accounts with the Bank.
  On April 20, 2023, the Customer initiated an outgoing transfer from their ************** Account (OSA) to an unverified linked account. The Bank identified security concerns regarding the account and declined the transfer. The Bank attempted unsuccessfully to contact the Customer to address the security concerns, thus the Bank restricted the Customers OSA, per the Banks Deposit Account Agreement. On April 21, 2023, the Customer contacted the Bank regarding their account access, however the Bank was unable to clear the security concerns. As an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the Customer.
  On May ******, the Bank received the *** mailed by the Customer. On May 11, the Customer contacted the Bank and advised that the *** is still under review. On May 15,2023, a Bank specialist inadvertently declined the ***. On June 7, 2023, the Bank approved the ***. On June 9, 2023, the Bank attempted unsuccessfully to contact the Customer to inform them that due to the experience, the Bank will be providing a credit to the Customers account, as a token of goodwill. The Bank can confirm the restrictions on the account have been removed and the credit applied to the Customers account on June 12, 2023.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  
  

  Customer Answer

  Date: 06/14/2023

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

  There is one question:  The Marcus response indicates:  "On April 20, 2023, the Customer initiated an outgoing transfer from their ************** Account (OSA) to an unverified linked account."

  The "unverified linked account" is my Capitol One account *************.  This Capitol One account meets the ******************** requirements indicated:  "Your linked account at another bank must be located in the ** or its related territories, or in/on a ** military base or ** embassy.  For transfers to/from your Marcus deposit accounts, your linked account at another bank must be in your name and owned by you (individually or jointly), you must have full rights to the funds, and the account must not be a business or trust account."

  In addition, my Capitol One account was linked using my Marcus account (and it remains linked)

  If there still are "security concerns" with my linked *********** account, what steps are required to adjudicate these concerns ?

  Thank you,  ***************************
  

   

   

   

  "

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

• Initial Complaint

  Date:06/02/2023

  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.

  Approximately 4-5 months ago, I opened a savings account with **********************. I subsequently deposited a large amount of my savings into this account. On 6/1/23, I linked another bank account to the ******************** account, so that I could move money between accounts if I desired. On the same day, I initiated a transfer of some of my savings from Marcus to this newly-linked account. Later that day, I received a voice mail and email from the company, advising me to contact them because there was an "important issue related to my account." I went to the Marcus app on my phone and saw that I was now locked out of my account. I called ******************** that night, waiting over an hour total between multiple attempts, in order to see why they locked me out of my account. I was told that the unit that handles locked accounts would be available on 6/2/23. I called again on 6/2/23. I provided my name, ***, last 4 of SSN, and a "private word" to verify my identity. But before they would tell me anything, they had to text a *** number to a cell phone. I provided two phone numbers, both of which I have received *** numbers on from other companies in the past. They said that they were not able to send the *** due to a problem with the system they use. A second option was using my driver's license for verification, but they advised that it would not work because of the state I live in. Finally, they said they would send me an affidavit in the mail that I would have to complete and return. I would receive it in about **** business days. As a result of this unexplainable locking of my account, likely because I simply initiated a money transfer to another bank, I am now unable to access my money for at least a couple of weeks. This is outrageous that a bank can deprive me of access to my own money with no explanation or accountability. Their inept verification system is allowing them to completely control my funds for weeks and I am helpless to do anything about it.

  Business Response

  Date: 06/09/2023

  BBB Response ******* ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 3, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to their ************** Account (OSA).
  On June 1, 2023, the Customer initiated an outgoing transfer from their OSA to a verified account, via the Banks website. The Bank identified security concerns, declined the transfer, and restricted the Customers OSA, per the Banks Deposit Account Agreement. On June 2, 2023, the Customer contacted the Bank, but was unable to clear the security concerns and was advised to mail in Affidavit of Identity ***** for verification.
  On June 3, 2023, the Customer contacted the Bank and was advised that the funds need to go back to the original funding account. Later that day, the Customer initiated closure of the account. On June 7, 2023, the Bank successfully transferred the Customers funds back to the funding account, and closed the OSA.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:06/01/2023

  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 was originally charged $500.53 by Target on April 6th of 2022. I have since disputed this charge now 6 times. I don't remember making this transaction so I disputed. After a few times disputing, I went into the Target that this transaction says happened. They couldn't find a receipt or any evidence of this transaction and referred me to their corporate customer service. Speaking to them, they were also unable to find proof of this transaction. They gave me a reference number and said that I could give the number to whomever investigated which I gave to Apple Card Support (Goldman Sachs is the backing bank of the Apple Credit Card) the 3rd or 4th time I disputed. I have now disputed a total of 6times and I don't know what else to do at this point. I have told every customer service agent I've spoken to that I'm more than happy to pay the money I owe, if someone can show me a receipt or some sort of proof that I made this transaction, I'm happy to pay. But nobody can prove it. If fact, I was just asked by the rep today if I can show evidence I didn't make the transaction. How am I supposed to prove I didn't do something that didn't happen? Other than calling the party involved (Target) and giving you a reference that they provided affirming the transaction didn't happen? I would like this charge permanently removed from my account or proof via receipt with confirmation from me that I made this transaction.What I also find bizarre is that it shows the transaction was done in ****** in the app, but when you select it in the wallet app is says ****. (it originally said **** the entire time)Transaction Details:Date 4/6/22 Name on Account: ***************************** Location: Target ********* (or Lorain)Target Reference Number: *********

  Business Response

  Date: 06/08/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 1, 2023. ******** appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to a transaction dispute with the Merchant Target in the amount of $500.53.
  
  ******** conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction with the Merchant on April 12, 2022, and September 27, 2022. During the dispute intake process the Customer advised the Bank that the Customer had shopped at the Merchant but should have only been charged $100.00 instead of $500.53 due to the Customer using two separate payment methods. Additionally, the Customer claimed the transaction was fraudulent. ******** applied a temporary credit while the dispute was investigated. Based on an internal investigation, the Bank ruled the dispute in favor of the Merchant. ******** reviewed the Customers account and was unable to find any evidence of suspicious, fraudulent, or an unauthorized takeover of the Customers account. As a result, the temporary credit that was applied to the Customers account was reversed on June 17, 2022, and November 29, 2022.
  
  The Customer reopened the dispute on January 4, 2023, and March 27, 2023. During the dispute intake process the Customer advised the Bank that the Customer had no knowledge of the transaction being made. ******** applied a temporary credit while the dispute was investigated. Based on an internal investigation, the Bank ruled the dispute in favor of the Merchant. ******** conducted an additional review of the Customers account and was unable to find any evidence of suspicious, fraudulent, or an unauthorized takeover of the Customers account. As a result, the temporary credit that was applied to the Customers account was reversed on March 24, 2023, and May 31, 2023, the Bank sent the Customer an email detailing the dispute outcome. Since the review of the fraudulent dispute was conducted internally by the Bank, the Bank has no Merchant evidence to provide to the Customer.
  
  The Customer reopened the dispute on June 1, 2023. The Customers dispute with Target remains under investigation, and the Bank expects completion within two billing-cycles after the date of receipt and no later than 90 days from date of receipt. During the investigation, the Customer does not incur interest for the amount of the dispute and is not responsible for repayment. ******** applied a temporary credit to the account on June 1, 2023. The Customer should contact the Bank directly to provide any additional dispute evidence to be reviewed during the investigation. ******** contacted the Customer on June 7, 2023, and addressed the Customers concerns.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/31/2023

  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.

  On 4-21-23 I attempted to transfer $10,000 from this bank to my registered with them external bank account after 1 week i did not receive my transferred funds into my external account so I tried to sign into my Marcus: by Goldman Sachs online account and it said my account has been temporary suspended for security reasons so I called them and answered numerous security questions and then was transferred to a supervisor and was told they would have to send me a form in the mail to be filled out which would take ***** business days and return it via mail so I waited till 5-22-23 I never received anything from them so I called back and was told all they could do is send out another form now my account has been lock since at least 4-28-23 and I cannot do anything with my $229,000 balance which I would like removed from this bank they tell me the form will take another ***** business days for me to receive it and this is supposedly their second attempt to send one out that will bring me to about 45 days of them high jacking my funds I do not understand why this is taking so long why cannot a pdf file be emailed to me and returned email to them I have 4 other online accounts and transferred funds on the same day 4-21-23 and the other 4 went thru no problems

  Business Response

  Date: 06/07/2023

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the "Bank"), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 31, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the "Customer") related to accessing their ************** Account (OSA).
  On April 21, 2023, the Customer initiated an outgoing transfer from their OSA to an unverified linked account. The Bank identified security concerns with the Customers identity and reversed the transfer. The Bank attempted unsuccessfully to contact the Customer to address the security concerns, thus the Bank restricted the Customers OSA, per the Banks Deposit Account Agreement.
  On April 27, 2023, the Customer contacted the Bank regarding the security concerns. The Bank was unsuccessful in clearing the concerns and requested for an Affidavit of Identity ***** to be returned from the Customer. On May 22, 2023, The Customer contacted the Bank and the Bank identified that a Bank specialist inadvertently did not send out the **** Consequently, the Bank mailed the *** to the Customer on June 5, 2023, and is currently waiting for the Customer to return the completed document.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20126338
  
  I am rejecting this response because:they state the transfer was to an unverified account which is not true the account was verified thru their system the rest of their response was just stalling tactics they have since filing this complaint sent out a verification of identity form overnight mail and it has been returned to them accepted in **** today 5-8-23 i  am seeing if this opens up my account again
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/14/2023

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the "Bank"), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 8, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the "Customer") related to accessing an ************** Account (OSA).
  On June 10, 2023, the Bank received the Affidavit of Identity ***** from the Customer. After further review, the Bank declined the documentation due to security concerns. On June 13, 2023, the Bank attempted unsuccessfully to contact the Customer. Later that same day, the Customer contacted the Bank and was advised that the funds need to be sent to the original funding account or remain in the account. Due to the ongoing security concerns, the Bank made a business decision to close the Customers OSA.
  The Bank requests the Customer to contact the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for further assistance.
  Based on the above details, we kindly request that this complaint to be closed.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20126338
  
  I am rejecting this response because:the original funding account they want to send the funds to was with ********** and has since been closed the account where the money needs to be sent that was verified thru their system is with citizens bank i have since been in contact with marcus bank on a 3 way call with citizens bank and they have agreed that i have ownership of this account in citizens bank and marcus bank  have stated the funds will be sent to citzens bank but could take till 6-28-23 to receive them ( more stalling tactics) they also state if I don't receive my funds by 6-28-23 i will have to contact them again( i'm almost sure 6-28-23 will come and go and i will not have received my funds from Marcus Bank)If that happens legal action will be my next response. i do not accept the banks response till i receive all my funds back from them 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/23/2023

  BBB Response *******
  ID ********
  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the "Bank"), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 16, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the "Customer") related to accessing an ************** Account (OSA).
  
  Per the Banks previous response,on June 13, 2023, the Customer contacted the Bank and was advised that the funds need to be sent to the original funding account or remain in the account.Due to the ongoing security concerns, the Bank made a business decision to close the Customers OSA. On June 20, 2023, the Bank attempted unsuccessfully to contact the Customer.
  
  The Bank asks the Customer to contact the Bank to appropriately address the concerns. The Bank can be called toll-free at 1-855-730-SAVE ***************), Monday to Friday, 8 am - 10 pm,or Saturday to Sunday, 9 am - 7 pm ET.
  
  Based on the above details, we kindly request that this complaint to be closed.
  
  
  

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20126338
  
  I am rejecting this response because: the bank told me they would transfer the funds to me by 6-28-23 as of today 6-27-23 that has not happened.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/05/2023

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the "Bank"), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 28, 2023. The Bank appreciates the opportunity to address the additional concerns raised by ***************************** (the "Customer") related to transfers on their ************** Account (***).
  Per the Banks previous response, on June 13, 2023, the Bank made a business decision to close the Customers *** and moved the funds to an internal holding account. On June 20, 2023, after further review the Bank re-opened the *** and cleared the security concerns. On June 28, 2023, the Customer contacted the Bank, requesting to close their *** and transfer funds to the original funding account. On June 29, 2023, the Bank successfully completed the transfer request and account closure.
  Based on the above details, the Bank kindly requests that this complaint be closed.

  Customer Answer

  Date: 07/10/2023

   
  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.
  as they have transferred all my funds from this account to me as of 6-29-23
  Sincerely,
  
  *****************************