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:12/09/2022

  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 applied and was approved for their GM Rewards Credit card on August 13, 2022. I applied for the card based on the advertisement of ****** points (i.e. $150) to my GM Rewards account #3-94338579474 for meeting $1000 in spend in the first 3 months of card ownership. I met the conditions on September 3, ****. Despite numerous supplications with GS and GM, neither party has resolved the issue nor provided me my points. Ive been told numerous times that I am eligible to receive the bonus, but they keep lying and stating that I will be contacted and receive the spend bonus with my next statement, which invariably comes with no bonus. Both GS and GM refuse to resolve the issue.

  Business Response

  Date: 12/15/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 9, 2022. We appreciate the opportunity to address the concerns raised by *********************** (the Customer)related to not receiving rewards points for an early spend bonus promotion.

  The Bank conducted an investigation and confirmed a technical error occurred. The Bank contacted ** Rewards who confirmed there was a system error that attached the early spend bonus promotion to the account but did not fully enroll the account into the promotion. This error resulted in the ****** rewards points not being automatically awarded to the account. ** Rewards has confirmed that the ****** rewards points have been applied to the account on December 13, 2022 and has reached out to the Customer to inform them.

  If the Customer has further issues redeeming rewards, the My ** Rewards team is available to assist Monday-Saturday 9a-8p EST, and may be contacted by calling ************, and selecting rewards in the automated system.

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

  Customer Answer

  Date: 12/16/2022

   
  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:12/08/2022

  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 received an email From: Marcus by Goldman Sachs Savings <********************************************>Same day transfers are now possible Customer since: March 2019 Hi *****,Weve made an improvement at Marcus that could make moving your money easier:When you schedule a transfer of $100,000 or less by 12 pm ET on a business day, Marcus will complete the transfer by 5 pm ET that day.Theres no extra step, no extra box to check. You schedule the transfer at marcus.com or on the Marcus app, and we do the rest.This is also at ************************************************* Transfer funds between your Marcus savings accounts and a linked external bank account. Marcus will complete transfers of $100,000 or less made through Marcus by 12 pm ET on a business day, by 5 pm ET that day. I confirmed in November 2022 thru phone call with a Marcus rep that the $100,000 limit was per transfer, not per day.On 11-23-2022, before 10am EST (2hours before the cutoff time), I authorized at marcus.com 3 ACH transfers of less than $50,000 each out of my marcus savings.My external bank allamerica.com (apy ****%) did NOT receive the funds until Friday 11-25-2022. I had called and alerted allamerica.com to watch for these funds, but they DID NOT ARRIVE UNTIL Friday 11-25-22, 2days later.I earned 0% interest for those days. I believe an issue was the delay caused by a call I received from a Marcus rep at ~ 11:45 am est wed 11-23-22, to discuss if I really wanted to move my funds out of Marcus and why I was doing this. I explained to the rep to please get these transfers submitted ASAP as it was then minutes until the cutoff time. He insisted on continuing the conversation.I called Marcus many times on 12-25-22 and in the following week, waited thru long hold times, & requested the 4% int of $34.18 Marcus sup ******* at Fri 11-25-22 said a credit could be given,case# ************. This request was denied.A rep said marcus did not need to honor the email nor the faqs. I am requesting the $34.18 credit here.

  Business Response

  Date: 12/15/2022

  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 December 8, 2022. The Bank appreciates the opportunity to address the concerns raised by S ****** (the Consumer) related to an ************** Account (OSA)
  
  Unfortunately, the Bank is unable to tie the Customer Information provided in the complaint to an account at the Bank. The Bank asks that the Consumer review the information provided, so that the Bank can appropriately address the concerns. If the Consumer requires assistance, they may call the Bank toll-free at 1-855-730-SAVE ***************), 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 that this complaint be closed.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18544388
  
  I am rejecting this response because:
  
  Sincerely,
  
  S ******

  Name and personal info  on Marcus account : **********************************

  22445 ***************

  ***** ** 59846

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

  Marcus account savings # ************

   

  ***** tie this info t  the original complaint submission and credit the $34.18 to Marcus account savings # ************
  

  Business Response

  Date: 12/23/2022

  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 December 8, 2022. ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to delay in outgoing ACH transfers from an ************** Account (OSA).
  On November 23, 2022, the Customer initiated three outgoing ACH transfers from their OSA to an external account.  For the protection of the Customer and the Bank, the Bank required additional verifications prior to completing the transfers.  A Bank specialist reached out to the Customer on that same day and the specialist validated the required information.  ******** completed the transfers on November 23, 2022.
  As stated on the Banks website, all transfers are subject to conditions that *** delay funds; accordingly, the Bank declined the request for an interest adjustment as no bank error occurred.
  Based on the above details, we kindly request this complaint to be closed.
  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18544388
  
  I am rejecting this response because:

  Marcus by Goldman-Sachs has not honored info they sent to me by email and that is currently posted on their website.

  Marcus by Goldman-Sachs is flagrantly ignoring posted and emailed details concerning offers they made.

  I do not accept their explanation.
  

  Please tie this info to the original complaint submission. I still request a credit of $34.18 to Marcus account savings # ************.

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

• Initial Complaint

  Date:12/08/2022

  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 a GM rewards credit card of which servicing was transferred to Marcus by Goldman Sachs. In December 2022 I attmepted to make a payment to the credit card account and the payment system was down. I left a message on their chat system and recieved a reply a day later. My account was then given a late payment fee due to the Marcus systems inability to process my payment.I brought this up with their Chat system online and was directed to call their service representatives. I called their service representatives and escalated it to a manager, which stated my late fee could not be waived. I believe this is an unfair business practice as the reason palyment was late is due to Marcus not being able to process payment.My fear is they will report the issue Marcus caused to credit agencies as their wiaver review process can take between ***** days.I would like the fee immediately waived.

  Business Response

  Date: 12/15/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 8, 2022. We appreciate the opportunity to address the concerns raised by ***************************** (the Customer) related to payment system issue, credit reporting and a late fee.
  The Bank conducted an investigation and confirmed no bank error. There were no recorded system outages on or around the Customers due date of December 2, 2022, that prevented payments from being processed. The Customer chatted in on December ****** and was incorrectly informed there was an error with the system on December 5, 2022. A payment was not received by the due date of December 2,2022, resulting in a late fee of $40.00. To avoid late fees, a payment for the minimum payment due needs to be received before the due date. As a courtesy the Bank has provided a onetime statement credit of the late fee of $40.00 on December 14, 2022.
  Accounts are not reported late to the credit reporting agencies unless an account is 30 or more days past due. The account has not been reported late, as a payment was received before the 30-day time frame of being past due.
  
  Based on the above details, we kindly request this complaint to be closed.

• Initial Complaint

  Date:12/07/2022

  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 November 1, 2022, I attempted to pay my monthly minimum payment. The online account system said no payment was due. I clicked to pay, and the system did not provide a minimum payment amount due and again said no payment was due. I've made multiple attempts to resolve with customer service in chat and by phone. A ticket was filed and a supervisor named Claire called me back and left a message with an incorrect callback number. I chatted in and found again that the company will not waive the illegitimate fee and refuses to allow me to speak to anyone who can.
  
  I want the fee waived as it is not owed. Had the system indicated I owed a payment, I would have paid it.

  Business Response

  Date: 12/13/2022

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on December 7, 2022. We appreciate the
  opportunity to address the concerns raised by **** ****** (the “Customer”)
  related to making a payment.
  The Bank conducted an investigation and confirmed a
  technical error occurred. The technical error affects the Customer’s account by
  making the incorrect payment amount due appear on the website. The Bank is
  currently investigating the technical issue. Credits of $29.00 for the late fee
  and $0.62 for the interest charge were credited to the Customer’s account on
  December 8, 2022.  The Bank apologizes
  for any inconveniences the Customer may have experienced and will follow up
  with the Customer once the issue is resolved. Upon review of call recordings,
  the advisor who called the Customer provided the correct phone number. The
  Customer can contact the Bank 24 hours a day, 7 days a week at ###-###-#### for
  assistance.
  Based on the above details, we kindly request this complaint
  to be closed.

  Customer Answer

  Date: 12/13/2022

  
  
  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:12/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Goldman Sachs Bank and do not have a contract with Marcus by Goldman Sachs. They do not provide me with the original application like I asked.

  Business Response

  Date: 12/14/2022

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 7, 2022. We appreciate the opportunity to address the concerns raised by ************************* (the Customer)related to a fraudulent application and credit reporting.

  The Bank confirmed the account was booked on February 28, 2022. The account is currently under review. The Bank requires additional time to complete the investigation. If the Customer has any additional questions or concerns, they can contact the Bank directly. Customers have the option to contact a ** Card Specialist via chat using marcus.com and/or via phone by calling **************.

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