Complaints

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

close

Find a Location

Marcus by Goldman Sachs has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Marcus by Goldman Sachs

  11850 S Election Rd Draper, UT 84020-6887

  
• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  
• 

  Marcus by Goldman Sachs

  PO Box 1978 Cranberry Twp, PA 16066-0978

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

• Initial Complaint

  Date:03/03/2023

  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.

  Marcus uses deceptive practices to steal from consumers. Anything you discuss with customer service is useless. They set your cds up to roll into a new cd when this should not be the default. I explained to customer service I did not want this and they assured me my cd would not auto roll. I later found out they auto rolled my cd. When I went to withdraw the money they hit me with a penalty that was over 55 percent of the interest I had earned from all all 3 cds I had at Marcus and not just what I had earned from the new unauthorized cd. They took principal in addition to interest. I lost over $1,000 because I had missed the grace ****** by 3 days. They took my money and would make no exception. They use deceptive trade practices and I do not want this to happen to others. BBB should look into the penalties Marcus is charging.

  Business Response

  Date: 03/10/2023

  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 4, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************* (the "Customer") related to the Early Withdrawal Penalty (***) applied to their Certificate of Deposit (CD) during closure.

  
  Per the Banks records, on March 16, 2022, the Customer opened a ******** term promotional CD with a set maturity date of January 17, 2023. On maturity, the CD rolled over to a 12-month term as the 10-month CD product was no longer offered by the Bank. On March 3, 2023, the Customer contacted the Bank to close the account. The Bank specialist processed the request with a penalty of 90 days simple interest.

  
  The Bank made an exception to refund the *** as the product is no longer offered by the Bank. On March 10, 2023, the Bank reopened the account to credit the refund. On the same day, the Bank unsuccessfully contacted the Customer to advise the *** was refunded. 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.

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

  
  

• Initial Complaint

  Date:03/03/2023

  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.

  On Feb 28th 2023 I contacted Marcus Goldman Sachs to request a wire transfer for the purchase of my new home. I was told my wire would be received by the recipient by the end of the day as my request was made prior to 4 pm est.As of March 1, 2023, the wire had not yet been received so I called to have my wire traced. I was then informed The wire was never intimated and it would need to be done again. During this conversation, I was informed that I could not wire to a third party and could only wire or transfer to myself.The following day I called Marcus again to request a wire transfer to my linked ******* ****** account and gave the agent the specific wire instructions to ****** and ask her to please confirm them which she did 3 times. When i asked for a confirmation she said she could not give me one but assured me the wire request was made.Again, the wire request was made the morning of March 2nd so it would be received by the end of the day.At the end of the day, the funds had not yet been received so I called back again and spoke with a supervisor who informed me the wire was never requested. She asked me for the instructions again but I not at home and did not have access to them. She then stated she could do an online transfer to my linked ****** account which she would expedite.I was not comfortable with that option until I spoke with someone at ****** to confirm this was a viable option. After speaking with a representative at ******, he confirmed this was the best option so I called Marcus again to request all my funds ($256,000) be transfers to my linked account and to please close my account. After an hour on the phone with yet another supervisor, I was told additional verification would be needed but he could not tell me what that was. He then told me he put the request in but it would take 1-3 business days.This morning, March 3rd, the funds still remain in my account so I called again to confirm the request was made. I was told no transfer was made. My purchase is being held up and I can't get my money out of my account.

  Business Response

  Date: 03/13/2023

  
  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 6, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to a wire transfer from their ************** Account (OSA). 
  On February 28, 2023, the Customer requested a wire transfer from their OSA to an external bank account. Unfortunately, the Bank specialist did not complete the transfer as requested.  On March 01, 2023, the Bank informed the Customer that the Bank had not processed the transaction, and the Customer requested a new transaction to an account owned by a third party. The Bank Specialist advised the Customer that, per the Banks Deposit Account Agreement,outgoing wires may only be sent to accounts owned by a customer.
  On March 2, 2023, the Customer requested another wire transfer to a third party account, and the Bank reiterated the policy prohibiting the request. That same day and on March 3, 2023, the Customer requested to transfer funds to a linked account under their name, which the Bank completed as requested the following business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/03/2023

  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 disputed the charge that was placed on my account by **************** Health of ***** ** Sep 2022. They initially refunded ***** of the original ******. This charge was initially declined by Marcus Bank but then payed it the second day. We reversed the charge so that the Merchant would refund the money but in their process Truly Boost wanted to make a 3way call with Marcus and they refused. So now Marcus after 4 months of agreeing to refund me the full charge says that for reversing they no longer are bound to refund my money because I had reversed it. On other contacts with Marcus they have said they were wrong but wont refund my money now. STAY AWAY FROM MARCUS BANK AND THEIR PRODUCTS.

  Business Response

  Date: 03/10/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on March 3, 2023. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to a transaction dispute with the merchant Truly Boost Health in the amount of $199.88.

  The Bank conducted an investigation and confirmed an error occurred. According to the Banks records, the transaction was authorized on September 19, 2022. The Customer contacted the Bank on September 23, 2022 and requested to dispute the transaction for the partial amount of $79.88 due to being overcharged by the merchant. A temporary credit was provided while the dispute was being investigated. The Customer requested to withdraw the dispute on the same date in order to work with the merchant to receive a full credit for the transaction. The temporary credit was rebilled, and an email was sent to the Customer confirming the dispute was withdrawn.

  The Customer contacted the Bank on September 29, 2022, to request to reassert the dispute for the full amount of $199.88. The dispute was incorrectly reasserted for the partial amount of $79.88 and a temporary credit of $79.88 was provided while the dispute was being investigated. The Customer contacted back on the same date in order to withdraw the dispute and reassert for the full amount. Due to a system limitation that prevents a dispute from being withdrawn after it is processed to be charged back, the dispute was unable to be withdrawn systematically. The dispute was resolved in the Customers favor on November 18, 2022, for the partial amount. The previously provided credit of $79.88 became permanent and an email was sent to the Customer detailing the dispute outcome.

  The Bank posted a credit for the remaining transaction amount of $120.00 on March 9, 2023, to be effective as of September 19, 2022. The Bank regrets the frustrations the Customer experienced.

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

  Customer Answer

  Date: 03/15/2023

   
  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:03/03/2023

  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.

  Bank AccountS Frozen, keep being told will close, no reasons stated, no questions answered. Frozen 2/8/23 They seem to be stonewalling, Keep being told will be upgraded to escalation ****** no one seems to be handling file, very difficult to speak with anyone of higher authority. Supervisors do not get back to me. 5 hours invested and counting with no answers.

  Business Response

  Date: 03/10/2023

  BBB Response Upton 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 3, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to accessing the funds.

  On February 6, 2023, the Customer initiated a transfer from their ************** Account (OSA) to an unlinked external bank. The Bank identified security concerns regarding ownership of the external bank and the funding bank. Subsequently, the Bank restricted the Customers account until the security concerns could be cleared. On February 9, 2023, the Bank inadvertently advised the Customer that the Bank had made a business decision to close their accounts.

  
  On February 28, the Customer requested to close their account via check. The Bank could not process the account closure as the funding account had to be verified. On March 9, 2023, the Bank attempted to verify funding account, however the ************** does not verify with third parties on the line. However, as an alternative, the Customer may transfer funds to the original funding account. The Bank has approved a token of goodwill to be credited due to the experience.

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

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19532876
  
  I am rejecting this response because:

  Goldman Sachs makes it sound like the issues have been resolved,  THEY HAVE NOT.  My Accounts are still Frozen; almost six weeks, 20+ phone calls and approximately 12 hours of my time invested.  
  
  Only one person appears to have attempted to resolve the issue and actually answered some of my questions.  ******** seems to be closing my CDs while refusing to waive the penalties associated with early closure.  I estimate about $650.00 penalty, while the Token of Goodwill they are gifting me is about $100.00.  Seems like Im losing $550.00, plus 12 hours of my time (and counting).  All of this is what  I have been told should be happening, But things are still being Referred to ***************** for Resolution.
  
  There is no Direct Phone, or Person you can contact who is handling the file.  So every time you call in you have to go through multiple people, and multiple hold periods, to get to someone who might do something, but so far have not.  With one exception. Hopefully they will continue to help.  I have also asked to speak with a supervisor multiple times and been told I can not be transferred but, they will get back to me within 24 hours.  Twice I set this up, No One Called Me Back.
  I have also been told the accounts were an automated freeze.  It would seems, no one with clearance to look into the issue bothered to.
  
  Goldman Sachs should not be able to freeze anyone's money indefinitely without explanation and then fail to resolve it in a timely fashion.
  
  I would really like my money back and an apology.
  I can also complain about several other logistical issues in the handling of this case if needed.
  
  
  Sincerely,
  
  *************************

   

  Business Response

  Date: 03/21/2023

  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 14, 2023. The Bank appreciates the opportunity to address the concerns raised by **************************** (the Customer)related to accessing their funds for their Certificate Deposit (CD) account.

   

  
  As stated in the Banks previous response, due to security concerns, the Bank advised the Customer to transfer the funds back to the original funding account. The Bank approved waiving the Early Withdrawal Penalty for each CD account. On March 20, 2023, the Customer contacted the Bank and requested the transfers back to the funding account. The Bank has completed the requested transfers, and the Customer may contact the receiving bank to confirm funds availability.
  

   

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

  
  

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19532876
  
  I am rejecting this response because:

  Accounts have been released from Freeze, and funds have been transferred back to the funding account.   However, this was required by Goldman Sachs.  I had no choice in the matter.  As far as I can discern this was an automated lockout resulting from the bank failing to verify my external accounts.  There is also no way to know if any account verification has been completed by the bank, until the account is frozen.   If a freeze is initiated it should immediately have oversight to resolve the issues.  As things currently stand there is no Direct Phone, or Person you can contact who handles such a file.
  
  As previously stated:  Goldman Sachs or any Bank should not be able to freeze anyones money/accounts indefinitely without explanation and then fail to resolve it in a timely fashion.

  I would also like to thank the one person at Goldman Sachs who took responsibility for this case and resolved it.
  
  You may close this file
  Thank You
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/27/2023

  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.

  Worst experience EVER! My saving account was closed in December, 2022. Afterwards, I requested several times that my money go back to my original account, and was told different things every time. Although they have promised a few times that my transaction was issued, the money has NEVER entered my original account during the PAST THREE MONTHS, and I have NEVER received any paperwork that they claimed to mail me. I no longer want to waste my time on more attempts of calling.

  Business Response

  Date: 03/07/2023

  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 February 28, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to a closure delay in an ************** Account (OSA).

  
  On November 21, 2022, the Customer opened and funded an OSA from a linked bank account. However, the Bank identified security concerns and, per the Banks Deposit Account Agreement, restricted the Customers OSA. On November 29, 2022, the Customer contacted the Bank inquiring about the account restriction, but the Bank could not verify the Customer to clear the security concerns. Due to the unresolved security concerns, the Bank elected to close the Customers account on December 29, 2022.
  On February 9, 2023, as an alternative method of verification, the Bank requested an Affidavit of Identity ***** from the Customer along with bank statements from the linked funding account. The Bank is currently waiting for the Customer to provide the documents in order to transfer the funds back to the funding account. If the Customer requires assistance with providing the documentation, the Customer may call the Bank 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:02/22/2023

  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 have one CD and one saving account with Marcus Goldman Sachs and have given wiring instructions and closure instructions for one week. They incorrectly sent one wire with incomplete instructions and it was returned. Currently my login shows no history or accounts and my money is not with the receiving bank. No one in the wire **** will communicate. Agents are in complete agreement with me what should have happened. I am now missing 6 digits and Goldmans back office will get with me in 3 to 5 days. Who acts like this in this age of banking. There is no fraud issue, no issue with authentication. They just dont want to let my money go. Next a complaint with the Fed.

  Business Response

  Date: 03/02/2023

  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 February 23, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the "Customer") related to closing their Certificate of Deposit (CD) and an ************** Account ("OSA").

  
  On February 16, 2023, the Customer requested to close their OSA via wire transfer to another Bank. Unfortunately, the Bank Specialist inadvertently processed the wire transfer incorrectly resulting in a reversal of the funds back to the **** On February 21, 2023, the Bank informed the Customer of the wire reversal, and the Customer requested another wire transfer, which the Bank processed on February 22, 2023. However, the receiving bank reversed the wire again due to the Bank providing inaccurate transfer details. On February 24, 2023, the Bank successfully resubmitted the wire at the Customers request and closed the account.

  
  On February 16, 2023, the Customer requested to close their CD via wire transfer to another bank upon the February 18, 2023, maturity date; however, due to processing times, the Bank did not complete the wire until February 21, 2023. Subsequently, the Bank received a message from the receiving bank advising of incomplete transaction details, and the bank returned the wire on March 1, 2023. That same day, the Customer contacted the Bank to re-request the wire transfer, which the Bank successfully completed later that day and closed the account.

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

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19451951
  
  I am rejecting this response because: ************ and CD were requested to be closed and transferred on the 16th.  On the 21st with the error, wiring instructions for both accounts should have been sent as one wire.  I note multiple admitted mistakes by Goldman however no attempt to communicate with me were made.  Because of this it has been quite costly and Goldman has never offered to refund my lost interest on this sizeable amount.  How do you make the same error back to back and never communicate with either the customer or the receiving bank who initiated multiple attempts?  This seems purposeful and a way to hold on and use my money for free.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/13/2023

  BBB Response *******
  ID ********

  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 06, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to closing their Certificate of Deposit (CD) and ************** Account (OSA).

  
  Unfortunately, the Bank did not process the transfers and closures within the provided timeframe due to inadvertent errors. However, on March 1, 2023, the Bank successfully closed the Customers last remaining CD account as requested. 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.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19451951
  
  I am rejecting this response because: After reviewing the final wire received, Goldman Sachs shorted the wire $834.26.  So not only did they not pay me interest on a matured CD from 2/18/23 to wiring out the funds finally on 3/2/23, they closed my account, reopened a CD and then  shorted me $834.26 for early withdrawal of said CD I did not open.  This isn't a mistake.  It's fraud.  I logged into my account and there is no transaction history, no explanation, no accounting transactions.  They admit they made a mistake in the wiring instructions.  They made a mistake on the wiring instructions, then created a new CD without authorization, and then penalized me and then finally wired the funds from the original instructions minus a huge penalty.   Oh but first kept $834.26 as a penalty for their mistake.  We are far from resolution.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/22/2023

  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 15, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to closing their Certificate of Deposit (CD).
  On March 14, 2023, the Bank approved refunding an Early Withdrawal Penalty (EWP)fee that the Bank inadvertently charged upon closing Customers CD, which the Bank had temporarily reopened due to a previous transfer error. The Bank again reopened the account and credited the refund to the Customers CD on March 21,2023. After further review, the Bank also approved crediting the Customers CD account for interest lost, which also posted on March 21. 2023.  
  The Bank contacted the Customer on March 22, 2023 to inform of this decision and assist the Customer with closing the account; however the Customer declined to close at this time. If the Customer wishes to close the account, the Bank requests the Customer contact the Bank at ************** ***************), Monday to Friday, 8 am -10 pm, or Saturday to Sunday, 9 am - 7 pm ET to provide instruction to transfer the funds and close the account without an EWP.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  
  

• Initial Complaint

  Date:02/22/2023

  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.

  Complaint against marcus by goldman sachs who handles gm and gm family extended credit cards.My gm rewards card ending in # ***************************************** # **** I did opened both accounts on feb 22,2023 I had to upload driver license front and back I had to call in to fraud department and they told me i was verified on both accounts after requesting verification pin to my mobile phone.The agent told me today that i woulnt have any further issues with my account.I used both accounts at florida blue each charge went threw.I attempted another charge on each account and they were declined.I call back in today andother agent inform me that both of my new accounts are in for further review,and that i will recieve a call back in 5-7 days.I ask to speak back to fraud **** because i spoke with them earlier who told me all my verification issues were cleared after additional security messures were succesfull.So i dont understand why i needed to wait on a phone call even thou i cleared up this issue on both of my accounts today.I also i requested credit limit increases on both accounts but were not process due to the ( account review )my highiest credit card on my credit profile is ****** with good income so i was requesting a decent starting limit due to my maximize spending patterns i purchase big.I disapointed and didnt expect such harsh security measures to use my cards when i already confirm my identity.

  Business Response

  Date: 02/24/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on February 22, 2023. We appreciate the opportunity to address the concerns raised by **************** (the Customer)related to two accounts being restricted and requests for credit limit increases for each account.

  The Bank conducted an investigation and confirmed no error occurred. The Customer has a My ** Rewards Card and a ** Extended Family Card. As a part of a regular account review process, the Bank placed a restriction on the accounts until additional research could be completed. The Bank verified the needed information and confirmed that the Customers accounts were available for use as of February 22, 2023. The Customer then attempted a new transaction that caused a new restriction to be placed on the accounts that required additional research to be completed. The Bank verified the needed information and confirmed that the Customers accounts were available for use as of February 23, 2023.

  According to the Banks records, the Customer applied for a credit limit increase on February 22, 2023, for each account. The Bank carefully reviewed the Customers ** Card account histories and any new credit bureau information received as part of servicing the account. The Bank was unable to approve the Customers credit limit increase requests. Consequently, and in adherence with applicable law,the Bank sent the Customer an email for each account on February 23, 2023,detailing the reasons why the Bank could not approve the requests. A Bank representative called the Customer on February 24, 2023 and explained why the credit limit increase was not approved. The Customer can request a credit limit increase review at any time however, the Bank recommends the Customer wait at least 90 days to allow time for the ** Card account history and credit history to update.

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

  Customer Answer

  Date: 02/25/2023

   
  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.
  
  

• Initial Complaint

  Date:02/22/2023

  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 filed two different fraudulent transaction cases that were charged to my Apple Mastercard. The first instance was on 10/16/22 a charge for ******. The transaction is listed as Ticketsl7. I contacted Ticketmaster via their customer service chat function and they said they would escalate it to the fraud department. No one ever contacted me. When they got the BBB complaint Ticketmaster transferred the tickets to my account even when my complained clearly states: I did not purchase these tickets and I DID NOT want them transferred. I never made this purchase. Apple then sent an message stating they were not going to recharge the ****** to my account. I never received any calls or email asking for my proof I did not purchase these tickets. . I am going to close my card because they have not protections against online fraud. I could never get a hold of a person at Ticketmaster. No one from their fraud depart The second transaction on 12/08/22 charge for ****** to McGraw Hill. I contact McGraw Hill and filed a fraud report because I never made the charge. I was given a case number. Then I was told a refund would be made within 14 days. I then receive a generic email from Apple card today. Stating they were to recharge the ****** because I agreed to the merchants online terms and conditions. I filled another complaint with apple at 7:10am PST with a supervisor ***** who stated she would escalate both fraud cases and I would receive emails where I could provide my proof I did not make charges and my attempts at resolving the issues with the merchants. Yet, at 10:21am PST received another email stating my disputes will not be credited.

  Business Response

  Date: 03/01/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 22, 2023. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to unauthorized transactions in the amount $133.50 with the merchant Ticketsl 7 that posted on October 17, 2022 and in the amount $124.25 with the merchant McGraw *********************** that posted on December 05, 2022.
  ******** conducted a review of the account and confirmed no error occurred. ******** confirmed the Customer initially contacted the Bank to open disputes for the transaction in the amount $133.50 with the merchant Ticketsl 7 on October 18, 2022 and for the transaction in the amount $124.25 with the merchant McGraw ********************* on December 07, 2022. ******** applied temporary credits to the Customers account while the disputes were investigated.
  ******** performed an investigation of the dispute in the amount $133.50 with the merchant Ticketsl 7 and confirmed no Bank error occurred. Based on the Banks investigation and evidence available, the Bank resolved the dispute in favor of the Merchant. Merchant evidence confirmed the purchase order details matched those associated with the Customers Apple Card account. The temporary credit was reversed from the Customers account on December 07, 2022, and the Bank sent the Customer an email detailing the dispute outcome.
  ******** performed an investigation of the dispute in the amount $124.25 with the merchant McGraw ********************* and confirmed no Bank error occurred. Based on the Banks investigation and evidence available, the Bank resolved the dispute in favor of the Merchant. Merchant evidence confirmed the purchase order details matched those associated with the Customers Apple Card account. The temporary credit was reversed from the Customers account on February 20, 2023, and the Bank sent the Customer an email detailing the dispute outcome.
  ******** confirmed the Customer re-opened disputes in the amount $133.50 with the merchant Ticketsl 7 on December 07, 2022 and in the amount $124.25 with the merchant McGraw ********************* on February 20, 2023. ******** applied temporary credits to the Customers account while the disputes were investigated. Based on the Banks additional investigations of all evidence available, the Bank resolved the disputes in favor of the Merchants. Merchant evidence from both Merchants confirmed transaction data and purchase order details matched those associated with the Customers Apple Card account. The temporary credits were reversed from the Customers account on February 24, 2023, and the Bank sent the Customer emails detailing the dispute outcomes.
  The evidence provided by the Merchants Ticketsl 7 and McGraw *********************** was sent to the Customer on February 24, 2023.
  
  Based on the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19435801
  
  I am rejecting this response because: I was never contacted by Goldman Sachs and they never asked for evidence I had of he fraud that occurred for both transactions. I did not submit a bank error report but a fraud case. I also have a police report number. Every time I submit a fraud claim with apple card a representative states that a apple bank fraud manager will contact me. Instead I get documents mailed to my home that are unreadable. I am never asked to submit my evidence I did not make this charges
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/14/2023

  
  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 06, 2023. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to unauthorized transactions in the amount $133.50 with the merchant Ticketsl 7 that posted on October 17, 2022 and in the amount $124.25 with the merchant McGraw *********************** that posted on December 05, 2022.
  As stated in the Banks previous response, the Bank conducted a review of the account and confirmed no error occurred. ******** confirmed the Customer initially contacted the Bank to open disputes for the transaction in the amount $133.50 with the merchant Ticketsl 7 on October 18, 2022 and for the transaction in the amount $124.25 with the merchant McGraw *********************** on December 07, 2022. ******** applied temporary credits to the Customers account while the disputes were investigated.
  ******** performed an investigation of the dispute in the amount $133.50 with the merchant Ticketsl 7 and confirmed no Bank error occurred. Based on the Banks investigation and evidence available, the Bank resolved the dispute in favor of the Merchant. Merchant evidence confirmed the purchase order details matched those associated with the Customers Apple Card account. The temporary credit was reversed from the Customers account on December 07, 2022, and the Bank sent the Customer an email detailing the dispute outcome.
  ******** performed an investigation of the dispute in the amount $124.25 with the merchant McGraw ********************* and confirmed no Bank error occurred. Based on the Banks investigation and evidence available, the Bank resolved the dispute in favor of the Merchant. Merchant evidence confirmed the purchase order details matched those associated with the Customers Apple Card account. The temporary credit was reversed from the Customers account on February 20, 2023, and the Bank sent the Customer an email detailing the dispute outcome.
  ******** confirmed the Customer re-opened disputes in the amount $133.50 with the merchant Ticketsl 7 on December 07, 2022 and in the amount $124.25 with the merchant McGraw ********************* on February 20, 2023. ******** applied temporary credits to the Customers account while the disputes were investigated. Based on the Banks additional investigations of all evidence available, the Bank resolved the disputes in favor of the Merchants. Merchant evidence from both Merchants confirmed transaction data and purchase order details matched those associated with the Customers Apple Card account. The temporary credits were reversed from the Customers account on February 24, 2023, and the Bank sent the Customer emails detailing the dispute outcomes.
  On February 24, 2023, the Customer contacted the Bank to reopen the dispute in the amount $133.50 with the merchant Ticketsl 7. A temporary credit was applied to the account while the dispute was investigated. Based on the Banks additional investigation, the Bank resolved the dispute in favor of the Merchant. The temporary credit was reversed from the Customers account on March 10, 2023, and the Bank sent the Customer emails detailing the dispute outcome.
  The evidence provided by the Merchants Ticketsl 7 and McGraw *********************** was sent to the Customer on February 24, 2023.
  The Customer may provide the Bank with evidence through messages from their Wallet app, or they may mail in evidence to: Goldman Sachs Bank ***, **************** Branch, Lockbox ****, P.O. Box ****, ************, ** 19170-****. The Customer should label all evidence with their case number and not mail original documents as they will not be returned.
  A Bank Representative contacted the Customer on March 14, 2023 to address their concerns.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:02/21/2023

  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 transferred some money from USAA on Feb 10 and opened a new account with MT ***** Then I requested to transfer the money to fund MT ***** Marcus refused to transfer it and want to keep the money in their bank. I asked them to show me any policy that I can not transfer out 10 days after transfer in. They can not provide it. I don't like their service and request to transfer MY money out with no restriction.

  Business Response

  Date: 02/28/2023

  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 February 21, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to accessing funds in an ************** Account (OSA).
  
  On February 21,2023, the Customer initiated two outgoing transfers from their OSA to two different linked bank accounts. However, the Bank identified security concerns regarding the transfers and, in accordance with the Banks Deposit Account Agreement, the Bank reversed the transfers. That same day, the Bank contacted the intended receiving bank and verified that the Customer owned the linked bank accounts. The Bank has not placed a restriction on the Customers account. On February 22, 2023,the Customer initiated an outgoing transfer to another linked bank account,which the Bank processed successfully.
  
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/21/2023

  Type:Sales and Advertising 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 had a promotional offer to create a new account and deposit $10,000 in their accounts by 2/24/23 and receive a $100 bonus offer. I referred my mother to Marcus to create a new account and deposit the required amount or more to be eligible for the offer. The account was created in timeframe and attempted to sign up for the offer, but incurred technical errors displayed on the Marcus website not enabling me to enroll in the offer. I called Marucs while facing the errors online and reached a rep who was unable to add the offer, stated they would call me back within 2 business days which didn't happen.

  Business Response

  Date: 02/28/2023

  BBB Response ****** 19440334

  
  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 February 21, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to third party information.

  On February 16, 2023, the Customer contacted the Bank requesting an update on another individuals account. For security purposes, the Bank is unable to share account information with a third party. On February 23, 2023, the Bank contacted the Customer to advise of this policy. 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, we kindly request this complaint be closed.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19440334
  
  I am rejecting this response because: I called into the bank on 2/15/23 and was placed on an wait time of 15+ mins before an agent answered, by then the agent was unable to support. I had my mother on the line to discuss with the agent. The agent was unable to support, after contacting Marcus's care **** they are unable to resolve the issue hence the BBB complaint. Please have Marcus contact me and I'll be help to help navigate or 3way my mother to validate anything needed on her end. I'm trying to support my mother as I referred her to Marcus, assisted with her account creation until we recieved technical errors on the Marcus website related to the savings bonus. If Marcus is unable or unwilling to contact me, they can contact *************************** at ************ and her account number is ************. Simply need to add the Savings bonus offer. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/06/2023

  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 February 28, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer)related to third party information.
  As referenced in the Banks previous response, on February 16, 2023, the Customer contacted the Bank requesting an update on another individuals account. For security purposes, the Bank is unable to share account information with a third party. On February 23, 2023, the Bank contacted the Customer to advise of this policy. The Customer can submit power of attorney documents or become a joint owner of that individuals account to receive information. 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, we kindly request this complaint be closed.
  

  Customer Answer

  Date: 03/07/2023

   
  Complaint: ********
  
  After calling the number provided below, speaking to an agent named ****, that placed himself on mute without notice before **** eventually disconnected the call without notice, and calling the bank another time, I have successfully been added to my mother's account. Now that I have been added, please add the $100 bonus offer promo as the account has been created, transferred $50,000, and will maintain the balance until the end of the promotional period. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/15/2023

  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 February 28, 2023. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to the eligibility for a promotion offered by the Bank to customers with an active ************** Account (OSA).

  The Bank offered a $100 bonus to OSA customers who enrolled between January 18 to February 15, 2023. The promotion terms and conditions required Customers to enroll in the promotion during the offer period; deposit $10,000 or more in new funds into an OSA within 10 days of enrollment; and maintain at least $10,000 of the new funds, in addition to the existing account balance, for 90 consecutive days.

  On March 7, 2023, the Customer was added as a joint owner on an OSA. After further review, the Bank can confirm there were no widespread website issues that support a technical error on February 16, 2023. The Bank has no record of the Customer applying for the $100 bonus promotion.

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

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19440334
  
  Please look at the comments on the account, and you will see I spoke to an agent on 2/16/23 at 12:06 AM. While you may not find widespread issues, I called and was placed in the **** waiting more than 10 minutes before an agent could answer. By then, it was a few minutes past midnight, so the agent could not add it herself and submitted a support ticket. Please utilize your resources and pull the call recording, and you will see I called and spoke to someone mentioning the issue on your website my mother faced trying to open a new account and enroll in the offer. I do not understand why this is so difficult for your company to add the offer. If you cannot do so, please inform me of such, and I will email your CEO, as BBB complaints are not resolving the issue.  
  

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

  Business Response

  Date: 03/23/2023

  BBB Response ****** ID ********

  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 16, 2023. The Bank appreciates the opportunity to address additional concerns raised by *************************** (the Customer) related to the eligibility for a promotion offered by the Bank to customers with an active ************** Account (OSA).

  After further review, the Bank can confirm that the Customer contacted the Bank on March 15, 2023, prior to the promotion offer period closing. Unfortunately, the Bank specialist inadvertently failed to enroll the Customers OSA in the promotion. On March 21, 2023, the Bank contacted the Customer to advise that the Bank will provide a credit to their account. The Customer can expect to see the credit in their OSA within one business day.

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