Complaints
This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,703 total complaints in the last 3 years.
- 597 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/09/2025
Type:Billing IssuesStatus: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 Amazon account was hacked, and I received confirmation of that from Amazon. My apple card that is managed by Goldman Sachs was compromised and misused in my Amazon account resulting in 2 charges. Amazon was unable to recover my account and advised me to dispute the transactions as the person who accessed my account made 2 factor verification changes not allowing amazon to send me any verification. I keep for almost 2 years disputing the transactions as Goldman sachs keeps sending that back. I sent several documents showing that my account was hacked including emails from amazon informing me that. one transaction was: $105.92 and the other $972.60.Business Response
Date: 06/17/2025
Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
related to the Apple Card via the Better Business Bureau (“BBB”) Complaint
Portal on June 10, 2025. The Bank appreciates the opportunity to address the
concerns raised by ****** ***** (the “Customer”) related to two
transaction disputes with the merchant Amazon totaling the amount of
$1,078.52
The Bank conducted an investigation and confirmed no Bank error occurred. The
Customer initially disputed the transaction for $972.60 on May 13, 2024, and
the transaction for $105.92 on May 14, 2024. The Customer reopened the
disputes between July 25, 2024, and March 18, 2025. The Bank applied
temporary credits while the disputes were investigated. Based on the
investigation and available evidence, the Bank resolved the disputes in favor
of the merchant. As a result, the temporary credits were reversed from the
account between July 24, 2024, and May 9, 2025. The Bank sent the Customer
emails detailing the dispute outcomes.
On May 9, 2025, the disputes were reopened, and the Bank conducted an
investigation. Based on new evidence provided by the Customer on March 27,
2025, the Bank resolved the disputes in the favor of the Customer. As a
result, the temporary credits were made permanent on June 16, 2025. The Bank
sent the Customer emails detailing the dispute outcomes.
Based on the above details, the Bank kindly requests for this complaint to be
closed.Customer Answer
Date: 06/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23447239, and find that this resolution is satisfactory to me.
Sincerely,
****** ***** *****Initial Complaint
Date:06/09/2025
Type:Product IssuesStatus: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 open a saving acct with Marcus in early May. I was checking my acct & found $5500 was put in my acct. I figure if this was a mistake the company would fix right away. A few days later my acct got hacked. My gut feeling tell me it was an inside job. I lost my acct & was told I couldn't open a new 1. They also told me I would receive a *********** would take 7 to 10 days but I got nothing. I call & this time I did get a letter, but there wasn't anything inside except a picture of the original check. A little while later I get a hard envelope ***** from the company with a sheet a paper to answer a question & sign it. I could not send it back because I did not have a return label. I did call to tell them about ********* told me there one in there. By default I should get the money, did nothing to deserve any of this treatment.Business Response
Date: 06/13/2025
BBB Response *****
ID ********
**********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 9, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the Customer)related to their ************** Account (OSA).
On May 9, 2025, the Bank conducted an account maintenance review and identified security concerns regarding the Customers account. Due to the identified security concerns, the Bank restricted the Customers online banking access and made the business decision to close the Customers ***.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer Answer
Date: 06/18/2025
Complaint: 23444971
I am rejecting this response because: Why wasn't this taken care of within 24 hrs if the $5500 wasn't supposed to be there. Funny 3 days later my acct got hacked & they can close the acct. But they kept telling me I had a refund coming. Just to let them know the acct was open for a future transaction from a land sale. Half of it was going into the acct, $250000. I had nothing to do with any of this, it was all on the company to the start to the finish. I had no assent to their computers to do any of this. I get punish for what they did.
Sincerely,
***** *****Initial Complaint
Date:06/06/2025
Type:Service or Repair IssuesStatus: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.
A fraudulent bank account was opened in my name I asked the bank twice to close this account and send me a letter of closure
The Bank's name is Marcus.com Apparently it is an onlne bank
They keep sending me statements asking me to deposit money. It has 0 fundsBusiness Response
Date: 06/10/2025
BBB Response ******
ID 23436756
Marcus by Goldman Sachs, a brand of Goldman Sachs
Bank USA (the “Bank”), received the above referenced complaint via the Better
Business Bureau Complaint Portal on June 7, 2025. The Bank appreciates the
opportunity to address the concerns raised by ***** ****** (the “Consumer”)
related to the unauthorized opening of an Online Savings Account (“OSA”).
On April 27, 2025, an individual opened an OSA with the
Consumer’s information. The following day, the Bank conducted a review of the
account and identified security concerns regarding the OSA. Subsequently, the
Bank restricted the OSA.
On May 8, 2025, the Consumer contacted the Bank with
concerns pertaining to the OSA. On the call, the Consumer informed the Bank
specialist that they did not authorize the opening of the OSA. As a result, the
Bank specialist opened an investigation into the Consumer’s concerns.
On June 6, 2025, the Bank completed its
investigation and closed the unauthorized OSA. In addition, on June 9, 2025,
the Bank mailed a letter to the Consumer to confirm the closure of the account.
Based on the above details, the Bank kindly requests
this complaint to be closed.Initial Complaint
Date:06/06/2025
Type:Service or Repair IssuesStatus: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 created a high yield savings account at Marcus by Goldman Sachs. My account is consistently being locked and it is really frustrating that every time I need to make a call in order for my account to be unlocked. I haven’t used my account in a while due to how it’s always locked. When I tried to access my account and unlock it this time, customer service said I need to mail a form back. I made the call on 5/20 and I’ve never received any mail or any updates.Business Response
Date: 06/11/2025
BBB Response ***
ID 23433029
Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 6, 2025. The Bank appreciates the opportunity to address the concerns raised by ** *** *** (the "Customer”) related to accessing their Online Savings Account (“OSA”).
On October 22, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customer’s identity, and restricted the OSA until the security concerns could be resolved. On November 25, 2024 and December 12, 2024, the Bank sent a correspondence to the Customer’s e-mail address on file and attempted unsuccessfully to contact the Customer to address the concerns.
On May 20, 2025, the Customer contacted the Bank regarding their account access, but the Bank could not authenticate the Customer. As an alternative verification method, the Bank requested the Customer to complete an Affidavit of Identity (“AOI”) to resolve the security concerns. Unfortunately, due to an inadvertent error, the Bank experienced a delay in sending the requested documentation to the Customer.
After further review of the Customer’s profile, the Bank made an exception to resolve the security concerns without an AOI and restored the Customer’s online banking access on June 6, 2025.
Due to the experience, the Bank has provided the Customer with a credit to the account as a token of goodwill.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer Answer
Date: 06/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23433029, and find that this resolution is satisfactory to me.
Sincerely,
** *** ***Initial Complaint
Date:06/05/2025
Type:Customer Service IssuesStatus: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 not liable for this debt with Goldman Sachs Bank USA. I do not have a contract with Goldman Sachs Bank ***. They did not provide me with the original contract as requested.Business Response
Date: 06/06/2025
Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau on 6/5/2025. As of 12/23/2024 personal loan enquiries are no longer serviced by Goldman Sachs ***********. We would ask this complaint be closed and concerns directed to Systems and *************************** They can be reached by phone at **************.Initial Complaint
Date:06/04/2025
Type:Customer Service IssuesStatus: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 really BAD experience with one of their phone **** when I was told to call in and transferred 4-5 time over 20 minutes and NOT being told ANY reason why. Since the person I was talking to was rude, I told them I am going to disconnect because I did not like being talked down to. This was from a ****** on 5/30/2025. I then went to go log into my accounts because I NEED access to my funds and ALL my accounts have been closed. I NEVER told anyone to close my accounts. I put my money with this company because it's a bank and is supposed to be safe. NO emails, no texts, there should be a system in place BEFORE you close out somebody's account. I cannot believe this is a banking business. I need access to my funds now and would like to know why I didn't get an email or text notification to verify this?Business Response
Date: 06/10/2025
BBB Response *****
ID ********
**********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 4, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the "Customer) related to accessing the funds in their online banking profile.
On April 25, 2025, the Bank conducted an account maintenance review and identified security concerns regarding the Customers identity. Subsequently, the Bank restricted the Customers online banking access until the security concerns could be resolved.
Later that same day, the Customer contacted the Bank regarding their account access. On the call, a Bank specialist assisted the Customer in resolving the security concerns affiliated with their account and restored their access. However, the Bank specialist did not assist in resolving all the security concerns affiliated. As a result, on May 30, 2025, the Bank identified the same security concerns regarding the Customers account, and restricted the Customers online banking access.
Due to the ongoing security concerns, on May 31, 2025, the Bank made the business decision to close the Customers accounts. After further review of the Customers account, on June 6, 2025, the Bank contacted the Customer to resolve the remaining security concerns. Subsequently, the Bank re-opened the Customers accounts, credited the funds with the appropriate interest and restored their online access.
Due to the experience, the Bank provided the Customer with a credit to their ************** Account as a token of goodwill.
Based on the above details, the Bank kindly requests this complaint to be closed.Initial Complaint
Date:06/03/2025
Type:Service or Repair IssuesStatus: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.
When logging in, it states I am temporarily locked out of my savings account. When I called customer service, they did not give me a reason and stated that they could not unlock my account.Business Response
Date: 06/10/2025
BBB Response ******
ID ********
**********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 4, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the "Customer) related to accessing their ************** Account (OSA).
On May 29, 2025, the Bank received an incoming transfer request from the Customers external account to their OSA which the Customers external institution subsequently reversed. Due to the reversal, the Bank performed an account maintenance review, identified security concerns regarding the Customers profile, and restricted the account until the security concerns could be resolved.
On June 3, 2025, the Customer contacted the Bank regarding their account access, but the security concerns remained. After an additional review of the Customers profile, the Bank resolved the security concerns and restored the Customers online banking access the following day.
Based on the above details, the Bank kindly requests this complaint to be closed.Initial Complaint
Date:05/30/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My account has locked with 9500 . I’ve done all verification they’ve asked me and still my account is locked i would like to either get my account locked or close and send a check to me of my funds because i am not getting no response.Business Response
Date: 06/04/2025
BBB Response ******** *****
ID 23399447
Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA
(the “Bank”), received the above referenced complaint via the Better Business
Bureau Complaint Portal on May 31, 2025. The Bank appreciates the opportunity
to address the concerns raised by ****** ******** ***** (the “Consumer”)
related to accessing their Online Savings Account (“OSA”).
On May 22, 2025, the Consumer initiated an incoming transfer
request from an external account to their OSA. During the transfer processing
review, the Bank identified security concerns regarding the transaction and
restricted the OSA. Due to the ongoing security concerns, the Bank made a
business decision to close the account.
Based on the above details, the Bank kindly requests this
complaint to be closed.Initial Complaint
Date:05/30/2025
Type:Billing IssuesStatus: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 opened a High Yield Savings Account (HYSA) with Marcus by Goldman Sachs after it was recommended by friends. I moved my money from Synchrony, expecting the same ease of access. I deposited funds from my Wells Fargo checking account, but when I tried transferring them to my new Navy Federal Credit Union checking account on May 24 due to an emergency, the transfer was declined—even after a representative told me everything was fine.
I called again and was told they couldn’t help. I called the next day, and another rep offered to send a wire transfer instead. Two hours later, I received another decline notice. I called again, and after a long hold, the rep told me she couldn’t help either. When I asked for a supervisor, I was told Marcus does not allow transfers to new checking accounts that didn’t originally fund the HYSA. I was never told this before.
I asked when I could access my money—she couldn’t provide a timeline. This is not a CD with withdrawal penalties; it’s a HYSA advertised with “no hassle” transfers. Yet I’ve faced nothing but stress and delays while urgently needing access to my own money.
My original Wells Fargo account is now closed, so I cannot transfer the funds back there. I feel misled by Marcus’ marketing and deeply frustrated by the lack of transparency and poor customer service.
This is not a minor amount—we’re talking about thousands of dollars. I’ve called multiple times, been given inconsistent answers, and still don’t have access to my money.
I am requesting the immediate release of my full balance to my Navy Federal Credit Union account, written clarification on withdrawal policies, and permanent closure of my Marcus HYSA once my funds are transferred.Business Response
Date: 06/04/2025
BBB Response Santiago-Penalo
ID: ********
Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 30, 2025. The Bank appreciates the opportunity to address the concerns raised by *********** *************** (the "Customer”) related to transferring funds from their Online Savings Account (“OSA”).
On May 25, 2025, the Customer initiated an outgoing transfer request from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transaction and sent a notification to the Customer’s email to address the concerns. Subsequently, the Bank declined the transfer.
On May 27, 2025, the Customer contacted the Bank regarding the declined transfer. To resolve the security concerns, a Bank specialist informed the Customer that the funds needed to be returned to the funding account. However, the following day, the Customer initiated the closure of their account with the funds being transferred to the same external account. Consequently, the Bank identified the same security concerns and declined the transfer.
After further review of the Customer’s account, the Bank made an exception to allow for a transfer to the Customer’s linked account. As the Bank requires authorization, the Bank requests the Customer call the Bank toll-free at ************** ***************), Monday to Friday, 8 am – 10 pm, Saturday to Sunday, 9 am – 7 pm ET.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer Answer
Date: 06/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********** ***************Initial Complaint
Date:05/30/2025
Type:Billing IssuesStatus: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 deposited a check for $50,000 into my bank account sometime around April 18, 2025. I can't give you the exact date because I have been denied access to my account. The check was a personal check written out to me from the lawyer handling my aunt's estate. The money showed as available in my account within a day or two. On April 29, I withdrew (transfered) about $9,000 to use to pay my daughter's college tuition. I had no issues withdrawing the money. On May 25, I logged into my account and electronically requested to transfer $12,000 to pay for property improvements. On May 26, my account was locked and I have not had access to it sense then. I called the bank to find out why and they said they needed to verify the authenticity of the $50,000 check that was deposited on April 18th (ish) by calling the bank the check originated from. So, on Tues I called back to do this 3 way call with the bank to verify the check. The call was placed by my bank to the other bank while I waited on hold. After a short wait they connected with me and said the other bank does not verify by phone so I would just have to wait for a supervisor to review and make a decision on how my bank would handle this situation. I then called that bank myself (Madison County Bank in Madison, NE.) and spoke to an employee named **** who I explained my situation to and asked if she could help. She said absolutely, just have your bank call and ask to talk directly to me. So I called my bank back and told them we could call and **** could verify the check. I called back and the person I spoke with was unwilling to help me or call the Madison County Bank. I was told I would need to wait 2-3 business days to give the supervisors time to analyze the situation. My husband has separate joint accounts with me at the bank (about $13,000) which he is now also not being allowed to tranfer out. We therefore had to go to our local bank today and take out a loan to pay our contractor for the $12,000 we owe him.Business Response
Date: 06/04/2025
BBB
Response Gronewold
ID
23395865
Marcus
by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
above-referenced complaint via the Better Business Bureau Complaint Portal on
May 30, 2025. The Bank appreciates the opportunity to address the concerns
raised by **** ********* (the "Customer”) related to accessing their Online
Savings Accounts (“OSA”).
On
April 18, 2025, the Bank received an incoming check deposit to the Customer’s
OSA (account ending 2968) from an external account. On May 7, 2025 and May 23,
2025, the Bank received withdrawal requests to external accounts from the
Customer’s OSA (account ending 2968). During the transfer processing reviews,
the Bank identified security concerns regarding the verification of the check
previously deposited. Consequently, the Bank restricted the accounts until the
security concerns could be resolved.
On May 26, 2025 and May 27, 2025, the Customer contacted the Bank
regarding their account access. To resolve the security concerns, a Bank
specialist confirmed the previous transactions had been authorized by the
Customer. Additionally, the Bank specialists attempted to conduct three-way
calls with the Customer and the external institution to verify the check
deposit; however, the attempts were not successful.
After
further review of the Customer’s profile, on June 2, 2025, the Bank resolved
the remaining security concerns surrounding the verification of the check and
restored the Customer’s online banking access.
Based on the above details, the
Bank kindly requests this complaint to be closed.
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