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:11/10/2025

  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.

  Some time last year I opened an apple card which is issued through Goldman Sach. I would use the card and then pay my bill in full each month. Back in July of 2025 there was an unauthorized transaction on the card of $55.63 I paid the rest of my balance and file a dispute for the $55.63. Each time I have filed a dispute which is 3 times so far and a new dispute resubmitted today. It keeps coming back that there was no error in the card processing. Not sure what that means when I never said it was an error. I have also asked that if the company for any documentation provided by the merchant to back up their claim but none has been provided to me. I am not paying the $55.63 as It was not a transaction that I authorized. I need to get this resolved as soon as possible. I have researched the merchant and they are not even in the same state as me.

  Business Response

  Date: 11/18/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to the AppleCard via the Better Business Bureau (“BBB”) Complaint Portal on November 11, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ********* (the “Customer”) related to a transaction dispute with the merchant The Forge in the amount of $55.63.
  
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on May 8, 2025, and reopened the dispute on July 11, 2025, September 19, 2025, and November 10, 2025. The Bank applied a temporary credit while each dispute was investigated. The initial disputes were resolved in favor of the merchant because the Bank was unable to locate any suspicious, fraudulent, or unauthorized account takeover activity. As a result, the temporary credits were reversed on July 9, 20025, September 10, 2025, October 28, 2025, and November 14, 2025. The Bank sent the Customer an email detailing each dispute outcome. The Bank was unable to provide merchant evidence to the Customer as no merchant evidence was available. The Bank regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 11/18/2025

  
  
  Complaint: 24131219
  
  
  
  I am rejecting this response because:

  Common sense would say that the customer has paid every bill in full, every time she's used the card. The merchant in question is not even in the same state with me. How can you rule in favor of a merchant when the merchant hasn't even provided a signed receipt or anything providing that I supposedly initiated said purchase. It was an unauthorized purchase. Hence Goldman Sachs closing out the initial card and reassuring me a new card. I DID NOT AUTHORIZE THIS TRANSACTION AND I AM NOT PAYING FOR IT. We can take this to court if we need to as its the principle of it for me. When you make a purchase at a merchant, the merchant should have something to provide as proof of transaction. That has not occurred. 

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

• Initial Complaint

  Date:11/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an Apple credit card. 11 days ago, I scheduled my payment through the app. A week ago, I received a notification that my payment was late. This should not have happened, considering I scheduled the payment to be automatically paid on the due date. Because of this error with the Apple card system, I received an interest fee of $50+ AND the late payment was recorded to the credit agencies and my credit score went down. I called the customer support, and they offered me a one-time credit of $25. That is unacceptable. I need a full refund of the interest charges, and I need Apple/Goldman to report to the credit bureau that the late payment was their mistake, not mine. Then I need my credit score fixed. Thank you

  Business Response

  Date: 11/12/2025

  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 November 7, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******** (the “Customer”) related to credit reporting and payments for the Apple Card.

  The Bank conducted an investigation and confirmed no bank error occurred. The Bank conducted a review of the Customer’s account and was unable to locate a scheduled payment for October 31, 2025. The Bank confirmed the account was reported current with no negative remarks. The Bank confirmed the reporting was accurate as of the last furnishing.

  The Customer’s complaint narrative mentions a request for reimbursement of interest charged on the account. As a courtesy, the Bank applied a credit in the amount of $25.00 on November 7, 2025, to partially reimburse the interest charges assessed to the account. The Bank is unable to provide the Customer with additional interest reimbursement.

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

  Customer Answer

  Date: 11/13/2025

  
  
  Complaint: 24119526
  
  
  
  I am rejecting this response because it is very convenient the bank can't find an error the bank did. Regardless, it happened. I'd like the whole interest fee applied back. Thanks
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:11/04/2025

  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.

  Complaint Regarding Duplicate Charge on Apple Credit Card Issued by Goldman Sachs
  On October 25, 2025, my Apple Credit Card (issued by Goldman Sachs) was charged twice by a hotel bar Courtyard Hotel in Iowa City, IA. The correct charge of $282.38 was confirmed by the hotel, and I do not dispute this amount. However, an additional pending charge of $228.47 appeared on my account, which is incorrect and has increased my balance.
  I contacted the hotel directly, and they confirmed that only one charge was processed on their end. They advised that the duplicate pending charge is an error originating from the credit card issuer.
  I filed a formal dispute with Goldman Sachs on October 30, 2025, under Case ID 102737960048. As of my follow-up on November 4, 2025, there has been no resolution or update on the matter.
  I am requesting that the pending charge of $228.47 be removed from my account balance promptly. I have taken all necessary steps to verify the error and have provided documentation from the merchant confirming the correct charge.
  Thank you for your attention to this matter.

  Business Response

  Date: 11/11/2025

  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 November 4, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ****** (the “Customer”) related to a pending transaction with the merchant Courtyard By Marriott in the amount of $228.47.
  
  The Bank conducted an investigation and confirmed no bank error occurred. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. The Customer’s concern references a pending transaction from the merchant Courtyard By Marriott in the amount of $228.47. The Bank conducted an investigation related to the pending transaction and confirmed that the Customer authorized the transaction with the merchant on October 25, 2025, and the Customer requested to dispute the transaction on October 28, 2025. The Bank confirmed the pending transaction in the amount of $228.47 has aged off the account as of November 8, 2025, and is no longer affecting the available credit on the account. The Bank withdrew the transaction dispute because the transaction did not post to the Customer’s account. The Bank is unable to provide the Customer with compensation.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:11/04/2025

  Type:Product 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 recently purchased 2 high yield CDs from Marcus Goldman Sachs via their online app. During the process I tried to add my wife as co-owner on the CDs. I tried repeatedly in both instances but their app refused to acknowledge my wife as living in Virginia...No explanation just refused to accept my entry. Without any information to the contrary I went ahead & opened the two CD accts figuring to bring the app issue up with their customer service & get it corrected. This all took place during the weekend so I waited until the work week to contact their Customer Service. Their representative advised me that despite the app being their issue she was not able to add my wife as co-owner moreover, she was not allowed to provide me with a mailing address for the Corp Office. Mind you, I found this very information on line! The representative told me that she would "register a complaint" on my behalf and I could expect a call from a supervisor soon. I received a call from the supervisor (********) on 3 Nov @ 1pm. ******** advised me that there was nothing she could do and I could not even cancel the CDs without penalty as the "buyer's remorse" period had passed. Moreover, ******** advised that she could not provide me with a mailing address for their Corp Office!

  Business Response

  Date: 11/11/2025

  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 November
  4, 2025. The Bank appreciates the opportunity to address the concerns raised by
  **** ******** (the "Customer”) related to their Certificate of Deposit (“CD”)
  accounts.
  On October
  28, 2025, the Customer opened two new CDs (ending in **** and ****) via the
  Bank’s online banking platform. On October 30, 2025, the Customer contacted the
  Bank advising they wanted to add a joint owner to the CDs after opening. During
  the call, the Bank Specialist informed the Customer that joint owners must be
  added at the time of account opening in accordance with the Bank’s Deposit
  Account Agreement. Additionally, the Bank specialist advised that the Customer
  may close the CDs with an Early Withdrawal Penalty (“EWP”) and open new CDs
  with a joint owner.
  On November
  10, 2025, after further review, a Bank specialist contacted the Customer and
  advised that the EWP will be waived for the CDs (ending in **** and ****). On
  this same call, the Customer requested to close the CDs and transfer the funds
  to an internal account, which the Bank completed the following day. The Customer
  stated they will contact the Bank at a later time to open new CDs.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 11/12/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 24103006, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:10/31/2025

  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.

  My credit card ending in #****, was fraudulently used to make multiple online purchases. Upon contacting the Goldman Sacks my credit card was cancelled. I disputed the multiple charges but Goldman Sacks still charged my account for the charges.
  
  I called Goldman Sacks this evening to ask about the charges. I was transferred and then hung up on.

  Business Response

  Date: 11/07/2025

  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 November 1, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ****** (the “Customer”) related to 46 transaction disputes with the merchant Apple Services totaling the amount of $4,024.33.
  
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the forty-six (46) transactions on August 11, 2025, and August 18, 2025. The Bank applied temporary credits while each dispute was investigated. Based on an investigation, sixteen (16) of the disputes were resolved as merchant credited because the merchant issued refunds to the account for the transactions totaling $3,192.46. One (1) dispute in the amount of $109.98 was resolved in favor of the Customer due to not receiving a response from the merchant. As a result, the temporary credit was made permanent. The remaining twenty-nine (29) disputes were resolved in the merchant’s favor due to a reasonable investigation. The Bank was unable to locate any suspicious, fraudulent, or unauthorized takeover of the Customer’s account. The Bank sent email communications with the dispute outcomes.
  
  As part of the Bank’s review process, the Bank identified red flags related to the Customer’s account. Based on an investigation, and in accordance with the Apple Card Customer Agreement, the Bank closed the account and sent the Customer an email informing of the account closure on August 23, 2025. The Bank is unable to provide additional information related to the investigation.
  
  The Bank conducted a review of the interactions and was unable to locate any record of mistreatment provided by a Bank representative.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/31/2025

  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.

  I had multiple accounts with Marcus by Goldman Sachs, and out of nowhere they locked access to my accounts. They did this without notice, and I had to call to find out what had happened. After calling they informed me that they could not provide any information as to why my accounts were closed. They could also not give me any information as to when my money would be returned to me. I had over $17,000 with them and I am not able to access it and after repeated request they have declined to outline how the funds will be returned to me in and concrete way. At first they said by bank transfer, then they said by check, and then said it could be both and they didn't know which it would be delivered by. I was very satisfied with their product before this and I am very disappointed. I seek a way for my funds to be returned to me in a timely fashion rather than holding my saving hostage.

  Business Response

  Date: 11/05/2025

  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
  October 31, 2025. The Bank appreciates the opportunity
  to address the concerns raised by ***** ***** (the “Customer”) related to
  accessing the funds in their Online Savings Accounts (“OSA”).
  On October 21,
  2025, the Bank conducted a review of the Customer’s account, identified
  security concerns and made the business decision to close the Customer’s
  accounts. In addition, the Bank restricted the Customer’s online banking
  access. Later that same day, the Customer contacted the Bank regarding their
  account access, but a Bank specialist informed them
  of the Bank’s decision.
  After further
  review, the Bank determined that the closure of the accounts had been erroneous.
  As a result, on October 31, 2025, the Bank re-opened the OSAs and credited the funds
  back to the accounts with appropriate interest. Additionally, the Bank restored
  the Customer’s online banking access.
  Due to the
  experience, the Bank provided the Customer with credit to their OSA (account
  ending in ****) as a token of goodwill.  
  Based on the
  above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/26/2025

  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.

  Opened an account with this business about a month ago and days later was not able to log in or access my funds. I then have been calling the company and asking to access my money and they said that my account is under review and that they are not able to close my account or allow me to have access to my funds. I want to close that account and receive my money.

  Business Response

  Date: 10/29/2025

  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 October 26, 2025. The Bank appreciates the
  opportunity to address the concerns raised by ******
  ****** (the “Customer”) related to accessing their Online Savings Account
  (“OSA”).  
  On October 6, 2025, the Bank conducted a review of the Customer’s
  account and identified security concerns regarding the Customer’s identity.
  Subsequently, the Bank restricted the Customer’s online banking access until
  the security concerns could be resolved.
  On October 17, 2025, the Customer contacted the Bank regarding
  their account access. During the call, a Bank specialist successfully verified
  the Customer to resolve the concerns; however, a Bank specialist did not
  restore the Customer’s online banking access. Consequently, the Customer
  experienced a delay accessing their account.
  After further review of the Customer’s profile, on October
  28, 2025, the Bank removed the restriction from the Customer’s account and
  restored their online banking access. On October 29, 2025, a Bank specialist
  contacted the Customer to assist with closing their account, but the Customer
  advised they would like to keep their account open.
  Due to the experience, the Bank has provided a credit to the
  Customer’s OSA as a token of goodwill.
  Based on the above details, the Bank kindly requests this
  complaint to be closed.

• Initial Complaint

  Date:10/25/2025

  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 opened two certificates of depost 10 years ago when the bank was ***************. One certificate was for $60,000.00 the second certifcate was for $30,000.00. I do not do online banking just to be clear. Every month the certificates earned interest and was deposited in each certificate. I left the money in the accounts and allowed them to rollover. With a certificate you cannot add nor take out money until the certificate matures. These two certificates did not mature until 2029 and 2030. I received a letter on Monday October ******* stating that my certificates have been closed. I immediately called Marcus and was told the accounts were closed out due to inactivity. This happened on Oct 8, 2025. The bank sent the money to the State of ******** to the unclaimed property department. They did not send the money to me. I called the State of Virginia and they said they have not received the money as of Oct 22, 2025. So now I have almost $100,000.00 floating in limbo. The bank said they can close someones account at anytime however the reasons were for a negative balance in an account, suspicious fraud of an account or inactivity. I don't believe I should have been told my accounts were inactive due to the fact that they had interest deposited every month to the accounts. I cannot add to the certificates and the certificates were not mature to close them out. Marcus customer service is actually a call center and when they don't have the answers in the book they are given to answer questions, they have to call out to someone to give them an answer. In the meantime I am losing $300.00 in interest a month on these two accounts.

  Business Response

  Date: 10/31/2025

  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 October 25, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ****** (the Customer) related to the closures on their Certificate of Deposits (CD).
  On August 29, 2025, the Bank mailed a correspondence to the Customer requesting an acknowledgement pertaining to the status of their accounts. In accordance with the Banks Deposit Account Agreement, the Bank may consider an account abandoned if the Customer does not conduct activity within a period of time based on applicable law. As the Customer did not acknowledge the Banks notice within 30 days, the Bank made the business decision to close the Customers CD accounts on October 8, 2025.
  On October 20, 2025, the Customer contacted the Bank regarding their CD accounts. Subsequently, the Bank opened an investigation into the Customers concerns. After further review, on October 29, 2025, the Bank completed its investigation and re-opened the Customers CD accounts.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/20/2025

  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.

  On 10/8 I called Marcus to initiate a wire payment (38,750) into an escrow account for a down payment for a home. They advised that they would contact the recipient to confirm account details and the wire would take 1 - 3 business days. I spent hours over the course of 6 phone calls with the Marcus team and ultimately the wire was not processed.
  
  Here are the dates of the calls and brief summaries:
  
  Tuesday 10/14 - follow up call where rep advised that security needed to verify recipient
  
  Wednesday 10/15 - call with receiving attorney and Marcus to verify account details. Rep said wire should process that day.
  
  Thursday 10/16 - check in on wire as funds were still on hold. Person said they would research and update call notes so I can be updated next time I call in.
  
  Friday 10/17 - rep spent significant time reviewing account despite my request to immediately transfer me. Still no answers on my wire and was advised I would receive a call from relevant team. rep refused to provide me with name of team or any contact information so that I can avoid waiting on him to ultimately transfer my call.
  
  Monday 10/20 - I receive a call advising that funds are released from my account. Upon review, I see funds were simply returned to my account and that the wire was in fact cancelled on the 9th before all of my follow up calls, and before I verified account details with the attorney and Marcus rep on the phone.
  
  At no point, except today when I was notified that the funds were ‘cleared’ from my account did they confirm that the wire was cancelled despite several calls confirming the wire was ‘in process’ and on one call even confirmed it would be the same day. There was no email confirmation, status updates, online portal confirmation which caused so much wasted time for me on phone calls.

  Business Response

  Date: 10/28/2025

  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 October
  21, 2025. The Bank appreciates the opportunity to address the concerns raised
  by **** ******* (the "Customer”) related to a wire transfer from their Online
  Savings Account (“OSA”).
  On October
  8, 2025, the Customer contacted the Bank requesting an escrow wire transfer
  from their OSA to a third-party. During the transfer processing review, the
  Bank identified security concerns related to the transaction and attempted unsuccessfully
  to resolve the security concerns. Consequently, the Bank declined the
  transaction.
  On
  October 15, 2025, the Customer contacted the Bank regarding the escrow wire
  transfer. To resolve the security concerns, a Bank specialist completed a
  three-way call with the Customer and the third-party successfully verifying the
  external account. During the call, the Bank specialist inadvertently did not
  inform the Customer of the escrow wire transfer’s status. As a result, the
  Customer experienced a delay in transferring funds from their OSA.  
  On
  October 20, 2025, the Bank successfully processed the Customer’s request to
  wire funds from their OSA to a linked account. Due to the experience, the Bank has
  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.

  Customer Answer

  Date: 10/29/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 24041454, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:10/20/2025

  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.

  I have a Marcus account. I want to transfer the funds to my B of A account and close the Marcus account. I have been trying to get this done for nearly 2 weeks. I have spoken with 11 Marcus staff and got a run-around each time. They say they need to verify that the B of A account is in my name. They put me on hold to talk with B of A, and after 45 or more minutes, B of A hasn't answered and the phone is disconnected. Marcus says that my funds have been transferred to B of A, but the funds haven't shown up there in nearly 2 weeks. My personal B of A banker offered to talk with them, but the Marcus folks refused - all of them refused. They are incompetent at best, very rude, and have no idea how to treat a customer. Not to mention having a process that is so broken that they can't explain it or fix it or dare to even try to help. They just keep reading from the script until the customer gives up. I can't imagine how much worse this would be if I had needed to money for an emergency. I know I am not alone in having this type of awful experience with Marcus by Goldman Sachs. This feels like they've stolen my money. They told me that it was B of A's problem, even though B of A has never received the transfer of my funds. Passing the buck instead if solving the problem. Someone will sue them eventually.

  Business Response

  Date: 10/28/2025

  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 October
  21, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ***** ***** (the “Customer”) related to accessing the funds in their Online
  Savings Account (“OSA”).
  On October
  9, 2025, the Customer initiated an outgoing transfer request from their OSA to
  an external bank account. During the transfer processing review, the Bank
  identified security concerns regarding the account ownership of the external
  bank account, attempted unsuccessfully to contact the Customer regarding the
  external account, and declined the transaction. Later that same day, the Customer
  contacted the Bank and a Bank specialist erroneously advised that the Bank
  approved the transfer.
  On
  October 20, 2025, the Customer initiated another outgoing transfer request from
  their OSA to the same external bank account. During the transfer processing
  review, the Bank identified the same security concerns regarding the account
  ownership of the external bank account. Subsequently, the Bank contacted the
  Customer to address the concerns, but the Customer declined to complete a
  three-way call with the external institution to verify the ownership of the external
  account. Consequently, the Bank declined the transaction.
  On October
  21, 2025, the Customer initiated an outgoing transfer request from their OSA to
  the original funding account and the Bank successfully processed the transfer
  request the same day and closed the OSA, per the Customer’s request.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.