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:04/02/2023

  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 December 26, 2022, I redeemed ****** points that I had in the app, which I obtained for consuming more than ***** USD in less than 3 months after opening the account, which was a promotion they had in the account. The exchange was for a gift card with a value of 50 Usd. Until today I have not received any card, I have called GM Marcus rewards customer service more than 8 times, and they always give me the same answer, they tell me that they do not know what is happening, that they are going to analyze my case, that someone calls me and nothing ever happens, it's been almost 5 months calling and asking for an explanation and they never give an answer. My account number is *************

  Business Response

  Date: 04/04/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on April 2, 2023. We appreciate the opportunity to address the concerns raised by ******************* (the Customer) related to not receiving a gift card after redeeming ****** rewards points.

  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank contacted the ** Rewards team who confirmed the Customer selected an e-gift card for Amazon in the amount of $50.00. This vendor option is available only in the form of a physical gift card therefore when the request was sent as an e-gift card it was unable to be processed. The ** Rewards team contacted the Customer on April 3, 2023 and confirmed the needed details to process a physical gift card in the amount of $50.00 for Amazon. The gift card should be received within five to seven business days.

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

  Customer Answer

  Date: 04/04/2023

   
  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:03/29/2023

  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.

  I closed my cd account 2 weeks ago today which is 03/29/2023 They sent me a message stating they were able to expedite my request and they were transferring my funds to my bank needless to say its 2 weeks since I was supposed to have received the money and I still have not received it they have called me every day since the initiation of the closure and state that they need information or they say we are calling to close your account and process the wire transfer I dont have the money and I spoke with a person from this establishment every day for two weeks they are the worst and I will make sure I warn everyone of their incompetence normally it would not be an issue but I am a single mother of four and recently was let go from my job of 20 years my children are hungry and no one seems to know how to get my money back to me

  Business Response

  Date: 04/05/2023

  BBB Deposits ***** 19868216
  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 March 29, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to the closure of a Certificate of Deposit (CD).
  On March 21, 2023, the Customer requested to close their CD account and transfer the funds to a linked account; however, the Customers transfer was reversed by the external institution on March 24, 2023. The Bank advised the Customer to contact their external bank for additional information. On March 27, 2023, the Customer contacted the Bank to reinitiate the transfer to a different linked account. Unfortunately, the Bank identified security concerns regarding the external account ownership and declined the transaction.
  On March 28, 2023, the Customer contacted the Bank regarding the status of the transfer. A Bank Specialist was able to verify the linked account via 3-way call with the Customer and external institution. Unfortunately, due to a Bank specialist error, the outgoing transfer was not completed until the following day. On March 30, 2023, the Bank successfully completed the account closure. On April 4, 2023, the Bank attempted unsuccessfully to contact the Customer to inform them that due to the experience, the Bank will be providing the Customer with a credit as a token of Goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/25/2023

  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.

  Delete inaccurate reporting and remove from my credit report as this is damaging mg. Credit history.
  
  Inaccurate reporting as this is reporting as as student loan.
  
  Delete from my credit report.
  Collection accounts reporting late payments, this is a metro complaint law and FCRA violations.

  Business Response

  Date: 03/31/2023

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on March 26, 2023. The Bank appreciates the opportunity to address the
  concerns raised by ********* ****** (the “Customer”) related to credit
  reporting.
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Customer’s account did not receive the required minimum payment due for the
  months of September 2022, October 2022, November 2022, and December 2022. As
  a result, the Bank reported the account to the credit reporting agencies as
  past due. The Bank has sent Payment Due Reminders, Missed Payment Reminders
  and Eligible for Bureau Reporting reminders to the email address associated with
  the Apple ID provided by the Customer when the Apple Card account was opened,
  however the emails were undeliverable. The Bank then sent the Customer the
  notices through postal mail to the address on file and has confirmed the
  notices were sent successfully. The Bank confirmed the credit reporting is
  correct and accurate, the Bank is obligated to report accurately to credit
  reporting agencies. The Bank is unable to remove the late reporting from the
  Customer’s credit reporting.
  The Bank confirms the Customer’s account has been reported as a credit card.
  The Bank reports to the 3 credit bureau agencies and does not provide
  information to third party websites including Credit Karma. The Bank directs
  the Customer to Credit Karama with any questions regarding how the Customer’s
  information is displayed on Credit Karma’s website or app.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service 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 September 2022, I opened a savings account on Marcus by Goldman Sachs and saved certain money.
  -- In late 2022, once I checked my account and found that my account was locked for no reason. So I turned to Customer Service on Marcus and was told that I was requested to file an affidavit of identity and then mailed it back to them. So I followed the instructions and mailed that out. After several weeks I checked again, the status of my account still showed locked. I called Customer Service again and was told the document was unreadable but they cannot tell the details by meaning "unreadable".
  -- In January 2023, I mailed the document out again. Right now, it's already March 2023. The account still shows locked. I was too tired to repeat this unreasonable and non-sense work. Customer Service still cannot give me a satisfactory solution. Please help me out.

  Business Response

  Date: 03/29/2023

  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced comp***nt via the Better Business Bureau Comp***nt Portal on
  March 24, 2023. The Bank appreciates the opportunity to address the concerns
  raised by ****** *** (the “Customer”) related to accessing an Online Savings
  Account (“OSA”) held by the Bank.
  
  On
  September 28, 2022, the Customer opened and funded their OSA through a linked bank
  account. The Bank restricted the account due to security concerns related to
  the Customer’s identity. On September 30, 2022, the Customer contacted the Bank
  regarding their account access; however, the Bank was unable to clear the
  security concerns over the phone.
  
  On October 5, 2022, the Bank requested an Affidavit
  of Identity (“AOI”) from the Customer. On October 28, 2022, the Bank received an
  AOI from the Customer, but the Bank was not able to approve the AOI due to illegible
  notary seal. On January 2, 2023, [KCA[1] [KCA[2] the Customer contacted the Bank,
  and a Bank specialist advised that a new AOI would be needed. The Bank mailed a
  new AOI document to the Customer on January 5, 2023.
  On March 29, 2023, the Bank contacted the Customer
  to inquire about the status of the AOI, and the Customer requested the Bank to
  send a new document. The Bank expressed mailed a new AOI to the Customer the same
  day.
  Based
  on the above details, the Bank kindly request this complaint to be closed.
  
   [KCA[1]Agent
  did not advise customer a new AOI was needed.
  
  Is this agent error, since we did not advise customer
  until 2 months later?
   [KCA[2]Fraud
  leadership advised there were no errors.  However, I believe this was a missed opportunity and will be discussing.
  

• Initial Complaint

  Date:03/21/2023

  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.

  On March 20, I set up 2 external transfers in my Marcus account. 1) $505 to **************** and 2) $5005 to US Bank. The funds were immediately deducted from my account. On March 21, I received a phone call from Marcus asking me to confirm the transactions which I did. Marcus then said the transactions were going to be rejected. They said the reason was they weren't the initial funding account.That reasoning makes absolutely no sense and is NOT standard protocol for banks. The customer directs the bank where to send money, end of story. The bank doesn't get to determine which banks are acceptable and which are not. I also lost 2 days of interest because the funds were deducted on the 20th and won't be returned to the account until the 22nd.

  Business Response

  Date: 03/28/2023

  BBB Response *****
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 21, 2023. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer)related to restriction on ************** Account (OSA).
  On March 20, 2023, the Customer initiated a transfer to a linked bank account via the Banks website. The Bank identified security concerns regarding the Customers identity, reversed the transfers, and restricted the Customers OSA, per the Banks Deposit Account Agreement.
  On March 21, 2023, a Bank specialist was able to verify the Customer, confirm the transactions, and remove the restrictions. However, to protect the Customer and the Bank, and based on the activity considered not consistent with a savings account, a Bank specialist advised the Customer that the withdrawals could currently only be sent to the funding account. 
  Based on the above details, the Bank kindly request this complaint to be closed.   
  

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19630804
  
  I am rejecting this response because: Unacceptable response.  The bank admits they verified my identity and removed the security restrictions.  I added external accounts per the banks procedure and followed the rules.  Its not up to the bank to decide where a customer should send their money.  The customer decides where to send the money and the bank sends it.  If I was seeking advice I would hire a financial advisor.  The bank violated the law here.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/21/2023

  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.

  Established a savings account with Marcus by Goldman Sachs. To establish the account, only a SSN was needed. After making a substantial deposit, I attempted to withdraw funds from the account, which was then locked by 'fraud prevention', pending identity verification. I was then notified that only a US-issued form of identification was acceptable, which I do not have, rendering my account inaccessible. After attempting to contact them, I was informed that no alternative means of identification is available.I believe that this behavior is predatory. By failing to inform me in advance of their identification requirements, which are bank-specific and more stringent than applicable US law, Goldman has denied access to funds placed with them in good faith.

  Business Response

  Date: 03/28/2023

  BBB Response *****
  19628973
  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 March 21, 2023. The Bank appreciates the opportunity to address the concerns raised by ********************** (the Customer) related to account access to an ************** Account (OSA).
  On March 3, 2023, the Customer initiated an ACH transfer to an unverified linked account. Due to security concerns, the Bank restricted the account, per the Banks Deposit Account Agreement. On March 6, 2023, the Customer contacted the Bank regarding the restriction, but the Bank was unable to clear the security concerns over the phone. As an alternative, the Bank requested the Customer complete an affidavit of identity ****** however, the Customer subsequently advised they could not provide the U.S. issued form of identification required by the AOI.
  After further review, on March 24, 2023, the Bank contacted the customer to clear the security concerns, but the Customer declined to provide information required to authenticate their identity. The Bank attempted unsuccessfully to contact the Customer again on March 28, 2023, to provide further assistance.
  The Bank requests the Customer to call the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for assistance with clearing the security concerns.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19628973
  
  I am rejecting this response because:

  It does not address the substance of my complaint. I understand your procedure for blocking my account.

  My complaint is that the bank imposes additional ID requirements beyond those needed to establish an account at comparator US institutions, and disclose this only after taking receipt of funds.

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

• Initial Complaint

  Date:03/19/2023

  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 contacted my bank to dispute two charges as both packages tracking state delivered but have yet to be delivered. $99.64 (01/24/2023 Sephora) $246.79 (01/18/2023 Ulta Beauty) Both packages have yet to arrive at my home. I've checked everywhere outside my home and checked with neighbors and neither package has been located. I contacted both merchants and both refused to replace the package or even process a refund. Therefore, I reached out to my bank to dispute the charges because it's not fair for me to have to pay for products I haven't received. To my surprise, my bank was no help, and could care less about my money. They asked me a handful of questions when opening the dispute and never contacted me again until about a week ago I get an email saying the dispute was closed in the merchant's favor saying the package was delivered. If the package was delivered I wouldn't have opened a dispute. It's frustrating to see how little bit of care the bank had for a customer. This is the second time I've had to file a complaint in order for my bank to do what they are supposed to do and get my money back it's ridiculous and after this, I'm highly considering closing my account with them because they could care less for their consumers and their money

  Business Response

  Date: 03/24/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 19, 2023. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to transaction disputes with the merchants Sephora and Ulta ********************** conducted an investigation and confirmed no Bank error occurred. On January 21, 2023, the Customer authorized a purchase with the merchant Ulta Beauty in the amount of ******. On January 24, 2023, the Customer authorized a purchase with the merchant Sephora in the amount of $99.64. The Customer contacted the Bank on January 27, 2023, to dispute both purchases due to not receiving the merchandise, and temporary credits were applied to the account for each dispute.
  On March 09, 2023, the dispute in the amount of $****** was resolved holding the Customer liable for the transaction due to the merchant providing evidence showing the merchandise was delivered. On March 11, 2023, the dispute in the amount of $99.64 was resolved holding the Customer liable for the transaction due to the merchant providing evidence showing the merchandise was delivered. Each temporary credit was rebilled, and the Bank sent emails to the Customer detailing the dispute resolutions.
  At the Customers request, the Bank reopened each dispute on March 20, 2023, and temporary credits were applied to the account. The disputes remain 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. The temporary credits may not be available for use during the investigation.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:03/17/2023

  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.

  2023 2/7 - I chatted online to set up a bump CD to transfer a CD that was maturing on Feb. 8.2/8 - I chatted online and requested the CD that was maturing that day no longer be transferred to a bump CD but be transferred to an external account. I double checked to ensure that an early withdrawal penalty would not be assessed and was assured it would not.2/10 - The funding from the matured CD was transferred to the bump CD. I chatted online to determine what steps were needed to get this money transferred to the external account and to ensure that no penalties would be assessed. I completed the paperwork as instructed and was assured that no penalties would be assessed.2/16 - I chatted on line to determine why the funds still had not been transferred to the external account. The person did not know and would put in a request to find out what was happening.2/21 - An inaccurate amount of money was transferred to the external account. I called to find out why the full amount was not transferred. The person was not helpful and would not resolve my issue. Her response was to write a letter of complaint. I sent a complaint letter to the address that was provided.2/28 - I sent an online chat and requested that someone contact me about this issue.3/1 - I spoke with ******** and he reviewed information and stated that his supervisor confirmed a bank error was made. He was creating a case and he stated the money would be returned to me and transferred to the external account by March 10.3/9 - I chatted online to get a status update. I was told it was still being "reviewed" and that is could take **** transaction dates. I asked what date was being used as the starting point and was told it was Mar 1. 3/14 - I chatted on line and was told it was still being "reviewed". I asked why nobody was able to tell me why this was taking so long. She suggested I call. I placed a phone call and the specialist was unable to provide any updates. I asked her to escalate the issue.

  Business Response

  Date: 03/24/2023

  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 March 17, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to an Early Withdrawal Penalty (***) applied to an account.

  
  On February 7, 2023, the Customer contacted the Bank regarding the renewal of their 10-month CD into a Rate Bump CD (****). The Bank advised the Customer of the option to open a new **** and then transfer in the funds from the 10-month CD upon maturity. On February 10, 2023, the Customer opened a new **** but decided on the same day to close the account. However, on February 21, 2023, the Bank inadvertently closed the **** with an *** after advising that it would not be applied.

  
  On March 1, 2023, the Bank approved refunding the *** for the ****. On March 22, 2023, the Customer contacted the Bank and requested to close their account and have the funds transferred to a linked external account, which the Bank completed that same day.

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

  Customer Answer

  Date: 03/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. I do believe this could have been handled by the bank in a much more timely manner, but I am pleased that it is finally resolved and I appreciate your assistance in getting this resolved.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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 companys customer service is extremely rude and unprofessional. Never able to speak to a manager to get anything resolved. The customer reps hang the phone up on you when you ask for a manager. This company definitely doesnt value the customers.

  Business Response

  Date: 03/24/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 17, 2023. ******** appreciates the opportunity to address the concerns raised by ************ (the Customer) related to customer service for Apple ************************ conducted an investigation of the interactions with the Customer and confirmed on March 17, 2023, the Customer was provided with unsatisfactory customer service. ******** confirmed the interaction with the Customer was not resolved or handled appropriately. ******** acknowledges and appreciates the feedback provided by the Customer to improve the experience with the Apple Card. ******** has addressed the interaction with the Bank representative.
  
  ******** confirmed the Customer contacted the Bank an additional time on March 17, 2023. ********s records confirmed the Customer was able to speak to a Bank supervisor, and the Customers request to change the virtual card number was completed successfully. ******** regrets the frustrations this Customer has experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/16/2023

  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.

  I opened Marcus by Goldman sachs saving account last year and wanted to withdraw money out last Friday (before the date they said there will be a monthly *** out limit). I made a phone call to initiate the *** transfer and another phone call to verify the external bank. However, the money transfer was reversed without notifying me by Marcus. The customer service is useless and they just want to trap my money there. It's scary that a large bank does this to their customer. I want ********************'s help to get all my money out including March interest and close my Marcus account by the end of this month, 3/31.

  Business Response

  Date: 03/24/2023

  BBB Deposits *** ******** (Recd March 17, 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 March 17, 2023. The Bank appreciates the opportunity to address the concerns raised by ********* (the Customer) related outgoing transfers from their ************** Account (OSA).
  On March 10, 2023, the Customer requested two outgoing *** transfers to two different unverified linked accounts. The Bank identified security concerns regarding the linked accounts ownership and restricted the account on March 13, 2023. On the same day, the Customer contacted the Bank regarding their account access and the Customer confirmed ownership for the linked accounts. However, a Bank specialist inadvertently failed to remove the restriction on the account, which caused the *** transfers to be reversed.
  On March 22, 2023, the Bank completed an outgoing *** transfer for the Customer. If the Customer wishes to close their account, 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, as the Bank needs the Customers authorization to process the transfer request and close the account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/31/2023

   
  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,
  
  *********