Complaints

This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Marcus by Goldman Sachs

  11850 S Election Rd Draper, UT 84020-6887

  
• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  
• 

  Marcus by Goldman Sachs

  PO Box 1978 Cranberry Twp, PA 16066-0978

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a savings account with the bank they closed the account but haven't returned funds they said they transferred money but haven't received any transfer they keep giving run around and sent confirmation letter stating account was closed but I haven't received funds back every time I call I get the run around about where the funds are.

  Business Response

  Date: 05/22/2023

  BBB Response Knight
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 15, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to transferring funds from an ************** Account (OSA).
  On April 3, 2023, the Customer initiated a transfer from their OSA to a linked account. The Bank identified security concerns and reversed the transfer and restricted the account, per the Banks Deposit Account Agreement. On April 5, 2023, the Customer contacted the Bank, however the Bank was unable to clear the security concerns. The following day, the Bank made the business decision to close the Customers OSA due to ongoing security concerns.
  On April 28, 2023, the Bank sent a check containing a portion of the funds to the Customer. On May 17, 2023, the Bank transferred the remaining funds to the Customers original funding account. On May 22, 2023, the Bank can confirm the account closure has been submitted.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:05/14/2023

  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.

  Marcus (Goldman Sachs Bank) encourages customers to refer friends to open savings accounts with the Bank. It rewards referring customers with referral bonuses equal to a 1% interest bonus for 3 months. Customers can earn up to 5 bonuses per calendar year; the maximum bonus for any period is 1%, so additional subsequent bonus periods are added when multiple referrals are made if a referral bonus is then active. For joint accounts, the rules says each joint owner can earn up to 5 bonuses per year; but the bonuses for joint owners also cannot be stacked, so the maximum that can be earned per 3-month bonus period is 1%. So, again, if bonuses are earned by either joint owner when another referral bonus is active, then additional subsequent bonus periods are supposed to be added. My wife and I have a joint high yield savings account. I have earned referral bonuses, one currently in effect, and others that extend to July ****. My wife just earned and received a referral bonus----her first---but the referral bonus period runs from May 14 through August 14 (2023). So her bonus is effectively worthless, since it overlaps with our current bonuses. Her bonus period should have commenced when my previously earned bonuses expire in July ****. I have chatted with Marcus customer service, and also called them; I wasted a lot of time, and got nowhere. Marcus created the referral bonus program, and wrote the rules; they should honor their promises. It would be difficult for me to continue referring friends or even keeping my account open, if ******************** cannot be trusted.

  Business Response

  Date: 05/19/2023

  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 14, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to their referral bonus.
  The Bank is offering an additional 1% *** referral bonus for 3 months for existing OSA customers. The Marcus Referred Rate terms and conditions require OSA customers to provide a unique referral link to individuals that are not OSA or CD customers for the past 12 months and the individual must open an OSA. The existing customer and new customer will receive an additional 1% *** for a period of 3 months. The referred rates may only be combined with other non-referral promotional offers. Customers can earn a maximum combined total of 5 referred rates under these terms and conditions per each calendar year.
  On July 7, 2022, the Customer opened their OSA. On May 13, 2023, the Joint Owner referred a new customer. The following day, the Customer contacted the Bank to report the *** increase for the applicable 3-month period was not reflecting correctly. On May 17, 2023, the Bank informed the Customer the Bank was investigating the issue. After further research, the Bank identified a technical issue that provided incorrect dates on the Customers profile. The Bank can confirm the Bank's internal systems reflect the Marcus Referred Rate for the applicable 3-month period will occur July 20, **** until October 20, ****. Once the technical issue is resolved, these dates will also reflect in the Customers profile on Marcus.com and the mobile app. On May 19, 2023, the Bank attempted unsuccessfully to contacted the Customer to inform them that due to the experience, the Bank will provide the Customer with a credit to the account as token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20056564
  
  I am rejecting this response because:

  While Customers appreciates Banks efforts recently to resolve the referral bonus problem, several issues remain outstanding:
  
  ---Bank contends that the problem has been resolved on certain of Banks internal systems, but Customer has no means to confirm that claim (and cannot view the resolution on the customer website).  When Customer asked **************** Person on 5/22/23 to be sent screen shot or equivalent of Customers bonus information from Banks internal systems to confirm Banks contention, **************** Person refused request.

  ---Bank has not provided Customer with the scheduled completion date for fixing the part of technical issue that has not been resolved.   It continues to be surprising that such an issue continues to exist, since the referral bonus promotion has been in effect for quite some time.  

  ---Based on Banks prior assurances that the problem had been addressed, Customer and/or spouse today earned another referral bonus on their joint account.  The effective period of that bonus does not appear correct on Customers profile nor did the verbal information provided by **************** Person appear correct either; **************** Person said that the final bonus period now expires January 1, ****, instead of on or about January 20, **** (if a full 3-month period had actually been added to the account).    
  
  Customer respectfully requests resolution of the above issues prior to accepting Banks response.

  Sincerely,
  

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

  Business Response

  Date: 05/30/2023

  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 May 23, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to their referral bonus.

  
  As stated in the Banks previous response, the Bank's internal systems correctly reflect the Marcus Referred Rate for the applicable 3-month period of July 20, ****, through October 20, ****. The Bank is sending correspondence to the Customer that shows the referral bonus period as it appears in the Banks system. The Bank is still reviewing the technical issue and will amend the referral dates on Marcus.com once the issue is resolved.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20056564
  
  I am rejecting this response because:
  
  

  The referral periods earned by the joint account holder (i.e., my wife) continue to be incorrect, even on the Bank's internal records as adjusted.

  The bonuses that I earn will continue until July 19, ****.  However, the joint account holder's bonuses now appear to begin on July 14, **** (instead of July 20), according to the Bank's customer service chat person.  So the bonuses are still not continuous, but rather they overlap. 

  So the problem persists.  I would be pleased to close the complaint once the problem is completely addressed.
  

  Sincerely,
  

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

• Initial Complaint

  Date:05/13/2023

  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 10 May 2023, I received a referral code from an existing customer of a ******************** high-yield savings account who had nothing but high praise of the company and product. I filled out my application to include my current address and SSN and waited for three days before being notified it had been denied because the Marcus team was unable to verify my identity. They offered no explanation for what piece they couldnt verify nor any solution to verify my identity. The colleague who had referred me called himself and used the chat features and was told Marcus couldnt specify what third parties they used for verification, making remedying the issue impossible. Online searches of customers with similar issues revealed that they have an alternate means of verification through a hard-copy form and when he asked was told there were no other means of verification. I am deeply disappointed that a company that appears to me actively working to attract new business has not only made it difficult for new customers, but appears totally unwilling to assist when issues arise.

  Business Response

  Date: 05/19/2023

  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 13, 2023. The Bank appreciates the opportunity to address concerns raised by *************************** (the Consumer) related to their application for an ************** Account (OSA).
  On May 10, 2023, the Consumer submitted an application via the Banks website. As part of the Banks application process, a review is conducted to research any security concerns identified and to verify the identity of all applicants. Subsequently, the Bank declined the application because of the inability to verify the Consumers identity. The Bank is unable to provide additional information related to the decision.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:05/11/2023

  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 helped my mom open an account the beginning of this month. We linkedher credit union account to ******************** with prenote which was verified and accounts were linked. Deposited &50 into account. We linked to SoFi using Plaid. She got a person loan from SoFi, the funds were ACHd into the Marcus account. We made a transfer of the amount, $20,000 using EFT from Marcus account to credit union on 5/9. Marcus cancelled the transfer on 5/10. We then tried ***** to her credit union account. ******************** then decides to lock her account online and says they tried to call her and never did. There were 5-7 emails from after 5,30pm On 5/10. We called Marcus they said her account needed to be authenticated by would not explain any discrepancies that they found. They said they couldnt verify what telephone number they had on file, wouldnt give ** a yes or no when we provided the telephone number. They supposedly sent a one time passcode to her cell phone and tried doing a manual call back but obviously that did not work so we had to call in a 2nd time. We got the same Specialist, Naya, once we went through the whole hassle with going through customer service again. She said ******************** does not use credit reports for verification and they use telephone numbers. We told her my moms telephone number is under my sisters plan and gave her my sisters name. I asked if there was some AML risk issues or CIP issues and the response was I dont know what CIP is. Hard to believe she works for a financial firm and has no clue what CIP is. She said we have to call back in 1-2 business days. Not a fan of that since they have my moms money locked up that she is paying interest on. She did not say what would happen in 1-2 business days. asked for a supervisor she said none available and they could call ** at the #on file which obviously was not going to work. Horrible service and I read so many bad things about the same thing happening to people after we experienced that. Give my mom her money Marcus!

  Business Response

  Date: 05/18/2023

  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 11, 2023. The Bank appreciates the opportunity to address the concerns raised by ********************************* (the Consumer) related to a third partys account. For security purposes, the Bank is unable to share account information with a third party. On May 17, 2023, the Bank attempted unsuccessfully to contact the Consumer to advise of this policy. The Bank can only provide information for account owners and individuals with approved power of attorney documentation. If the customer requires additional assistance, the Customer may call 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:05/09/2023

  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.

  Urgent: Need assistance. A CREDIT balance of $0.03 is preventing the account from being closed and Nobody at Marcus available knows a solution. On 5/5/23 the Line Of Credit account balance was paid off in full using the systems Pay Balance option. On 5/9/23 the client attempted to close the account. The client was notified that the account can not be closed due to a $0.03 CREDIT that is now present. No chat function exists on website as specified. **************** was contacted and after the rep requested the users personal information, user was out on hold for 20 minutes. ******** finally hung up after user was persistent in waiting. ******************** does not have anyone available to resolve this issue and help close the account.

  Business Response

  Date: 05/26/2023

  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 May 19, 2023. We appreciate the opportunity to address the issues raised by *********************** (the Customer) and the ******************** related to their Business Line of Credit with Marcus (the ****************** conducted an investigation based on our records and the information provided by the Customer, and determined an error did not occur.The Bank received a payment on May 10, 2023, in the amount of $499.97, which paid the outstanding balance in full.
  The Bank received authorization to close the Business Line of Credit on May 11, 2023. The Bank advised the Customer that it takes 7 days to process the account closure. Consequentially, the Bank sent the account closure confirmation to the Customer on May 18, 2023.
  The Bank has contacted the Customer and informed them of the mentioned findings.
  Based on the above details, we kindly request this complaint be closed.
  

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20038862
  
  I am rejecting this response because:

  The only acceptable response from Marcus by Goldman Sachs (MARCUS BANK) is, Sorry for the inconvenience. 

  It took MARCUS BANK (7) days to close an account, that ********************** BANK acknowledged as being closed on 5/11/23 but it wasn't closed until 5/18/23. MARCUS BANK kept a hold on an account we had with another company during this time which created an issue.

  It took MARCUS BANK (21) days to respond to this complaint that was submitted on 5/9/23 but MARCUS BANK claims to have received it on 5/19/23.

  It takes (5-7) days for a customer to speak with a supervisor from ********************** BANK... and the supervisor doesn't have authority to do [anything].

  The customer had to take a minimum loan of $500 just to to clear a $0.03 Credit on the account in order to close the account. 

  The customer has (5+) phone conversation recordings with MARCUS BANK customer service staff that can prove the incompetence of customer service and that the response by ********************** BANK is overlooking, ignoring and oversimplifying key details of what actually transpired.

  The humans (customer service staff and supervisor) working at MARUC BANK seemingly have no authority to do [anything]. Accountability is shifted to the computer which is relied on to make all decisions and to take actions.
  
  The worst banking experience this former customer ever had to date as a business owner and individual.
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:05/09/2023

  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.

  I went to use my credit card for an oil change so I could use my points against the service and my card kept getting denied. Come to find out after calling they cancelled my credit card on me. There was a previous dispute about them charging me interest and late fees, but that was all resolved. I didn't cancel my card, how can they cancel my card without my approval especially when I had tens of thousands of points to use? I would like all of my points reinstated so I can use them or I would like the points transferred into a monetary check please. We used this card for points so we could later use the points as credits against purchases/services.

  Business Response

  Date: 05/16/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 9, 2023. We appreciate the opportunity to address the concerns raised by *********************** (the Customer) related to a physical card cancellation and request for rewards points.

  The Bank conducted an investigation and confirmed an inadvertent system error occurred. The Customer attempted a transaction on April 26, 2023, in the amount of $423.67 with the merchant *************** Buick using the previous financial institutions physical card ending in 9542.The transaction was declined due to using a canceled physical card. All customer cards that were from the previous financial institution were cancelled in August 2022 to update to the Banks physical cards. A new physical card with the Bank was systematically ordered on February 27, 2022 but did not ship out to the Customer due to the inadvertent system error where shipping information did not properly generate. The Bank contacted the Customer to assist with ordering a new physical card on May 15, 2023, but the Customer declined. The Bank apologizes for any inconveniences the Customer experienced.

  The Customers account is active as of May 16, **************************************** the amount of ****** points. The Bank is unable to redeem the rewards points in the form of a check. For information on how these points can be redeemed, the Customer can contact the My ** Rewards team Monday-Saturday 9 am-8 pm EST by calling ************ and selecting rewards in the automated system.
  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 05/19/2023

   
  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. I have talked to the Marcus Goldman Sachs and got the points resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/05/2023

  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.

  I have been paying my account before the due date every month for several years. This month I paid my account off in full before the due date. Total paid $3,562.90. I was expecting a bill saying PAID IN FULL/ ZERO BALANCE. Nope I get a bill charging me interest on WHAT I DON'T KNOW. How can you charge interest if it's paid in full?? I have NEVER had a company charge anything after the account was paid in full. I called the company May 4, 2023, trying to see if there was a computer/employee mistake on my account & or if they would waive the charges, the first employee told me there was nothing she could do & hung up on me. I called again after talking to 2 or 3 employees one of them said they could take $25.00 & that was all. Leaving me a balance of $23.45 and I feel there shouldn't be a balance at all. The employee noted my account & said someone would call me in a few days. This company has gotten enough interest from me over the past years. Not ever using the c/c again & don't want anything else to do with this company. I'm a very disappointed customer. I would appreciate any help you can give me.

  Business Response

  Date: 05/12/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 8, 2023. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to interest charges and customer service experience.

  The Bank conducted an investigation and confirmed an inadvertent servicing error occurred. To avoid interest charges, customers are required to pay the statement balance in full as of the end of the previous cycle by the due date every month. If the statement balance is not paid in full on or before the due date, customers are charged interest on the statement balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement.

  By paying the statement balance, additional interest is stopped from accruing. Since the Customer did not pay the March statement balance in full, they were charged interest on the April balance for the days until the Customer fully paid their statement balance.The Customer paid their April statement balance in full on April 11, 2023, so was charged interest on the balance until that date. As a result, the Bank charged interest in the amount of $48.45 on April 23, 2023. The Customer was eligible for a one-time interest waiver in the amount of $25.00 that was applied to the account on May 4, 2023.

  According to the Banks records, the Customer had a negative customer service experience with a Bank representative on May 4, 2023. The Bank regrets the frustrations this Customer experienced. As a courtesy, the Bank applied a $23.45 credit to the Customers account on May 9, 2023.

  Based on the above details, we kindly request this complaint to be closed.

  Customer Answer

  Date: 05/12/2023

   
  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:05/03/2023

  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.

  Ive had a GM Mastercard for 20 years but closed my account in writing with a zero balance September 19, 2022. Marcus Goldman Sachs acknowledged receiving my closing letter but still accepted a subsequent unauthorized charge of $10.65 on October 1, 2022. Since then theyve billed bogus late fees and interest charges now totaling $157.00. This has continued despite numerous phone calls to MGS since October 2022.

  Business Response

  Date: 05/10/2023

  Goldman Sachs **** *** (the ****) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 3, 2023. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to account closure, transactions, and fees.

  The **** conducted an investigation and confirmed an inadvertent processing error occurred. Per the ****s policies, to close an account the **** requires verification of a customer before proceeding with account closure. The **** received a letter on September 15, 2022, requesting the account to be closed. This letter was not uploaded to the Customers profile, but a case was created to contact the ********* **** representatives attempted to contact the Customer several times to complete verification but were unsuccessful. Due to additional evidence received, the **** has closed the account on May 3, 2023, per the Customers request and an account closure confirmation was emailed to the *********

  The previous balance on the account was due to a recurring transaction the Customer had for $10.65 with the merchant ********* to be processed on the second of each month. A payment was not received for the transactions that occurred in October 2022, November 2022, and December 2022 resulting in late fees and interest charges. Statements were sent to the address on file as well as Payment Due reminders and Past Due reminders to the email on file. A courtesy credit in the amount of $43.34 was provided on December 14, 2022. On May 4, 2023, the **** backdated the credit to September 14, 2022, which provided interest and late fee credits totaling $170.80. A credit balance in the amount of $11.39 remained on the account. The **** mailed a check to the Customer for the amount of $11.39 on May 5, 2023 and should be received within **** business days. The **** apologizes for any inconveniences the Customer may have experienced.

  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:05/01/2023

  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 had a $5000 CD with Marcus that was maturing on February 13th, 2023. In January I contacted Marcus to inform them that I did NOT want that CD rolled over, although I did want the $10,000 CD I had with them rolled over. At the end of February I received a letter stating both CDs had been rolled over. When I contacted them I was first told I had only provided instructions for the $10,000 CD. I told them that made no sense and they should check the tape. I was then informed I had been told to call them after two small deposits were made into my bank account so they could verify my account and sI had not complied I informed them that I still needed the cash out. I was told there would be an $11 penalty now because it was late and I agreed to pay it rather than argue over a small amount They again made deposits into my account and I confirmed them and waited for my money When it didn't come after a few weeks I called again to ask where my money was. The first person I spoke to said she saw my request, that I verified the deposits but she couldn't explain `why I hadn't received my money. I asked for a supervisor. She told me that the withdrawal had been cancelled because they were unable to verify my name! Please note, every time I called Marcus, I had to verify my identity by giving my name, birthdate and secret word upon beginning the call and repeat that information to everyone I was transferred to -which were always a few till I was able to get the right person. I asked how it is possible that they could not verify my name and how could they just cancel my request . The supervisor admitted it was Marcus's fault. Yet, when I reiterated that I needed my money-desperately now-I was informed that the penalty had gone up another $48 because of the additional time elapsed, EVEN THOUGH SHE ADMITTED THE ***** WAS THEIR ERROR! She put me on hold while she allegedly "advocated" for me with "higher **** to waive the fee, but was told it was too late

  Business Response

  Date: 05/08/2023

  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 1, 2023. ******** appreciates the opportunity to address the concerns raised by ******************* (the "Customer") related to maturity instructions on their Certificate of Deposit (CD).
  On January 25, 2023, the Customer contacted the Bank to have their CD close upon maturity, and to have the funds transferred to their linked account. Unfortunately, the CD renewed on February 13, 2023, due to a Bank error. On March 10, 2023, the Customer requested to close their account again, however the Bank was unable to process the closure request due to the inability to transfer the Customers funds to an unverified account.
  On March 21, 2023, the Customer again contacted the Bank to close their CD account and transfer the funds to their linked account. ******** specialist informed the Customer that the closure wouldnt be processed until their linked account was verified. On April 4, 2023 ******** verified the Customers linked account, closed the CD account, and transferred the funds to their linked account with the *** fee.
  On May 3, 2023, after further review, the Bank determined *** should not have been charged. Additionally, on May 8, 2023, the Bank attempted unsuccessfully to contact the Customer to inform them that due to the experience, the Bank has provided a credit to the account as a token of goodwill. The Customer may call the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to submit the CD closure request.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20002508
  
  I am rejecting this response because:
  Once again Marcus has made errors. Their written response has several inaccuracies.  More importantly, they told me they were reimbursing me for the early withdrawal penalties and giving me $100 for good will. The penalties were $59. However, they only deposited $139 in my account.  The $20 error , while not a huge sum, is yet more evidence of their incompetence. I cant believe this is a Fortune 500 company.  I feel bad for people who encounter problems like this who unlike me, dont have the time, willingness to persevere, and or savvy to pursue them in similar circumstances. 
  Sincerely,
  
  *******************

  Business Response

  Date: 05/26/2023

  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 22, 2023. The Bank appreciates the opportunity to address additional concerns raised by ******************* (the "Customer") related to maturity instructions on their Certificate of Deposit (CD).
  On March 21, 2023, the Customer requested a refund for the Early Withdrawal Penalty (***) fee. On May 3, 2023, the Bank determined the $59.27 *** fee should not have been charged, and a partial refund of $39.27 was provided to the Customer on May 4, 2023. Additionally, the Bank provided the Customer a $100 credit, due to the experience as a token of goodwill on May 5, 2023. The Bank can confirm that the reduced *** was assessed correctly. On May 25, 2023, the Bank informed the Customer of the details of the *** assessment.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20002508
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/01/2023

  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 am to say hope this is the right person. I am trying to reach for the Apple Card account that I have. I have been trying over a year to get help over a year from Goldman Sachs on my account. I was forced to go on disability and could not pay my account now this is duly noted I have called and called and called. I can finally pay 50 a month on my account to try and get it caught up, I am told that I am eligible for 12 months 0% APR as long as I allow them to take money out of my account but theyve also been told I dont get paid till the third there is nothing I can do. Im not allowing someone control over my account thats just not right. I can pay 50 a month on the third is what *** been telling them so far and nobody wants to cooperate would be our help, Im almost at the stage Im gonna let it close on its own and not bother to pay it all. I like my Apple Card Im sorry I gotten such a hard ship but I cant believe that you cant come up with something to help me. So I will wait for your response before I pay anything on the third I like the zero APR for 12 months and 25 a month I could do that but not taking money out of my account so its up to you now Ive done all I can do.

  Business Response

  Date: 05/08/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 01, 2023. ******** appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to a payment assistance request for the Apple ******************** conducted an investigation and confirmed no error occurred. On December 05, 2022, January 03, 2023, and February 03, 2023 the Customer contacted the Bank requesting financial assistance. At that the Customer was eligible for the Customer Assistance Program, a payment plan which allows Customers to skip a payment for one month with no interest charged to the Customers account. The Customer was enrolled on December 05, 2022, January 03, 2023, and February 02, 2023. An email was sent providing the program details, and confirming the Customer was enrolled.
  On March 31, 2023, April 03, 2023, April 19, 2023, May 01, 2023, and May 02, 2023, the Customer contacted the Bank requesting to be enrolled in a the same Customer Assistance Program the customer was previously enrolled in prior months. ******** was unable to enroll the Customer because the Customer has already received the maximum number of times within a 12 month period. The Bank confirms the Customer was provided additional payment assistance program options however was uninterested in any the of the options the Bank offered at this time.
  ******** conducted an additional investigation of the interactions with the Customer and confirmed the Customer was provided misinformation regarding the Customers ability to pay the account on the third of each month and the Customer is only required to schedule the first payment upon enrollment in a payment assistance program. ******** attempted to reach the customer on May 8th to discuss their options but was unable to reach the Customer. If the Customer would like to discuss financial assistance options, the Customer should contact the Bank directly.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20002091
  
  I am rejecting this response because:
  They have not attempted to reach out to me. I have the email they can write which was provided. I do want to get my bill paid but I need
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/16/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 09, 2023. ******** appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to a payment assistance request for the Apple Card.
  As provided in the previous response, the Bank conducted an investigation and confirmed no error occurred. On December 05, 2022, January 03, 2023, and February 03, 2023 the Customer contacted the Bank requesting financial assistance. At that time the Customer was eligible for the Customer Assistance Program, a payment plan which allows Customers to skip a payment for one month with no interest charged to the Customers account. The Customer was enrolled on December 05, 2022, January 03, 2023, and February 02, 2023. An email was sent providing the program details, and confirming the Customer was enrolled.
  On March 31, 2023, April 03, 2023, April 19, 2023, May 01, 2023, and May 02, 2023, the Customer contacted the Bank requesting to be enrolled in a the same Customer Assistance Program the customer was previously enrolled in prior months. ******** was unable to enroll the Customer because the Customer has already received the maximum number of times within a 12 month period. The Bank confirms the Customer was provided additional payment assistance program options however was uninterested in any the of the options the Bank offered at this time.
  ******** conducted an additional investigation of the interactions with the Customer and confirmed the Customer was provided misinformation regarding the Customers ability to pay the account on the third of each month and the Customer is only required to schedule the first payment upon enrollment in a payment assistance program. ******** attempted to reach the customer on May 8th to discuss their options but was unable to reach the Customer. If the Customer would like to discuss financial assistance options, the Customer should contact the Bank directly.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20002091
  
  I am rejecting this response because: the payment plans they offered me what is one I could not do it the time. I tried to tell them I got paid on the third I made very little. There is a payment plan I can do they claim that was 25 a month no interest for a year but the tractor that was they had to get a hold of my account which I do not want any one in my account. I would like to do that at my own discretion, paying 25 a month on the third which is when I get paid. I have been working with a Goldman Sachs for over a year and they just wont help me and they claim that they have called me thats not true either, they claim this on May 8 and it never happened and they can work out a plan like that for me that would be great. Their payment plans was more money than what I had and Im not calling them because I tried calling them and texting them for nearly a year like I said, there is one plan I can do and I would like to get started on it immediately if they would agree to allow me to pay it out of my account and not them take it out of my account.
  
  Sincerely,
  
  ***********************