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 1978 Cranberry Twp, PA 16066-0978

• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  

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:10/15/2025

  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 not had a GM card in several years and had asked to cancel the card and account. In August I received a letter saying my account had been transferred from Goldman Sachs to Barclays. I called to make sure my account was closed and they assured me that they would close my account.
  
  I just received a letter from Marcus by Goldman Sachs stating that my account had been transferred to Resurgent Capital Services which is a collection agency. I am concerned that this event will hurt my credit rating.
  
  I would like for both of these company's to delete any information they have on me. I would also like an apology from Goldman Sachs.

  Business Response

  Date: 10/17/2025

  Goldman
  Sachs Bank USA (the “Bank”), received the above referenced complaint via the
  Better Business Bureau on October 15, 2025. This account was transferred to
  Resurgent Acquisitions LLC, and is no longer owned by the Bank. We would ask
  this complaint be redirected to Resurgent Acquisitions LLC. They can be reached
  at 1-888-665-0374.

• Initial Complaint

  Date:10/14/2025

  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 been trying to withdrawal money from my savings account since 9/22. However, due to numerous issues with their customer service I have been unable to do so. Their customer service process is horrible. They have untrained agents that are unable to solve issues that I have. There have been supposed security issues that have locked my account and I have gone through all their processes including closing my account and re opening. However, I am still unable to transfer or withdraw over $600K dollars I have with Marcus. Even after escalating to a supervisor numerous times, they have been able to address my issues. At this point they are illegally holding my money (that I need!!!!).

  Business Response

  Date: 10/22/2025

  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 15, 2025. The Bank
  appreciates the opportunity to address the concerns raised by ****** **** (the “Customer”)
  related to accessing their Online Savings Accounts (“OSA”) and Certificates of
  Deposit (“CD”).
  On September 22, 2025, the Bank received a withdrawal request
  from the Customer’s OSA (account ending in ****) to an external account. During
  the transfer processing review, a Bank specialist erroneously identified
  security concerns, declined the transaction, and restricted the account. As a
  result, the Customer experienced a delay in gaining access to their funds.  
  After further review, on October 14, 2025, the Bank restored
  the Customer’s online banking access. Later that same day, the Customer
  contacted the Bank requesting to close their OSA (account ending in ****). Subsequently,
  a Bank specialist assisted with initiating the closure of the OSA by
  transferring funds to a linked account. The following day, the Bank successfully
  processed the Customer’s request.
  Based on the above details, the Bank kindly requests this
  complaint to be closed.
  

  Customer Answer

  Date: 10/23/2025

  
  
  Complaint: 24015538
  
  
  
  I am rejecting this response because I still have significant funds with Marcus that I want to withdrawal.  But i have to pay a penalty to withdrawal.  After my very negative experience with their customer service, the process in which they handle emergence situation where I was unable to have access to over $400,000, I do not have confidence in Marcus as a Bank.  I was unable to speak to anyone that was able to solve my emergence cash issue after spending over 8 hours across multiple agents.  It took over 3 weeks to access my cash.  That is unacceptable for a bank.  I am requesting full withdrawal of my funds without penalty.  

  Additionally, Marcus should compensate me for not being to access my cash for over 3 weeks due to their mistake in handling my account.  Having to come up with another solution for my emergency cash needs cost me over $5,000.  

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

• Initial Complaint

  Date:10/10/2025

  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.

  Marcus deemed my CD account "inactive" despite a maturity date 5 months in the future. All verbiage about this process is vague therefore the consumer does not have a clear message about what to do that will flag the account as active. Some instruction under CD Accounts reference the maturity date and a lapse in responsiveness for a period after that date which doesn't even apply to my situation. I opened this account in 2020 and have done nothing but roll it over. They have no tracking information for me other than to say the funds will be returned to the state tied to my account. Apparently this recording process alone for MA can take up to 3 months. It's a lot of money and I have no information or tracking. I can't breath and wonder how this institution can be unaccountable to the funds they are given. I would highly recommend BBB remove their rating all together. This is evil and criminal on their part and all phone representatives feed scripted responses that are useless. None can even connect me with a manager. Please help!!

  Business Response

  Date: 10/17/2025

  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 10, 2025. The Bank appreciates the
  opportunity to address the concerns raised by **** ******** (the “Customer”)
  related to the status of their No-Penalty Certificate of Deposit (“NPCD”).  
  On October 8, 2025, the Bank conducted a review of the
  Customer’s account and made the business decision to close their NPCD. As a
  result, the Customer contacted the Bank the following day regarding the closure
  of their NPCD and a Bank specialist opened an investigation into the Customer’s
  concerns.
  After further review, on October 16, 2025, the Bank
  re-opened the NPCD and credited the funds with the appropriate interest. Later
  that same day, the Customer contacted the Bank and the Bank specialist informed
  the Customer of the account reopening.
  Based on the above details, the Bank kindly requests this
  complaint to be closed.

• Initial Complaint

  Date:10/08/2025

  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 not charged on the Marcus Goldman GM Mastercard #ending in 5298 since 2021. They reported on my credit reports to Equivax and ********** two late payments; one in February 2025 and one in 2022. I disputed this back in 2022 and the BBB helped me. I do not the card anymore n ****** used it since 2021. They transferred the account to ************* in August 2025. I contacted ******** and Marcus and nothing has been done. I am in the process of refinancing, my home and this has created an issue on my credit reports. Experian is fine. Its Equifax and *********** that have the dispute.. the phone number for Marcus Goldman GM credit account is ************. Another phone number I was provided and I spoke to someone but nothing has been done is ************. I would like my credit reports corrected as soon as possible. If you guys can help me out Id be greatly appreciated. My phone number is ********** and my name is *****. Should you need additional information? I can provide my Social Security if required thats usually the way they locate me because they cant give me my credit card information over the phone andI ****** had the card. I destroyed it when I got a replacement. I apologize for not having that.

  Business Response

  Date: 10/15/2025

  Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau on October 8, ******* of August 22, 2025, GM Card is no longer owned by the Bank. We would ask this complaint be redirected to **********************.

• Initial Complaint

  Date:10/08/2025

  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’m filing this complaint against Marcus by Goldman Sachs in relation to my Apple Card account. Despite making substantial recent payments — including a $1,000 lump sum — and actively working to improve my credit, Goldman Sachs lowered my credit limit without proper warning or justification.
  
  Their explanation was that my total available credit is too low, I’ve incurred interest, and that a payment failed recently. These are issues that existed prior to my financial improvements — yet my credit limit was never touched back then. Only now, when I’m finally making progress and planning to pay off the full balance, they chose to reduce my limit. This feels like retaliation or manipulation, not a responsible business practice.
  
  This kind of move hurts my credit utilization, penalizes me despite positive payment behavior, and ultimately looks like bad faith action toward a consumer making a comeback.
  
  I want the BBB to investigate this and hold Goldman Sachs accountable for inconsistent treatment, lack of transparency, and potentially harmful credit practices.

  Business Response

  Date: 10/14/2025

  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 October 8, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ***** ******* (the “Customer”) related to the Credit limit for the Apple Card.
  
  The Bank conducted a review of the account and confirmed no bank error occurred. During the application process the Customer is provided with and must consent to the Apple Card Customer Agreement including the Credit Report Authorization which discloses that the Customer agrees that the Bank may review the Apple Card account history and credit bureau information regularly to maintain and service the account. This is a standard practice for financial institutions, as it helps to assess the Customer’s creditworthiness and manage any potential risks associated with the account. On October 7, 2025 the Bank reduced the Customer’s credit limit as part of a standard risk assessment. Consequently, and in adherence with applicable law, the Bank sent the Customer an email notifying them of the change and detailing the reasons for the new credit limit.
  
  The Bank is unable to reverse previous credit limit decisions. The Bank occasionally evaluates all Apple Card accounts for credit limit increases, and the Customer’s account may be considered at that time. Customer’s may also choose to apply for a credit limit increase at any point, though the Bank recommends waiting 12 months.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 10/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23987721, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ***** *******

• Initial Complaint

  Date:10/08/2025

  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.

  CD was closed on 8/6/2025 and money was transferred to a closed bank account. Called Marcus on the same day to inform them of the situation to see if it can be cancelled. Was told not to worry, if the bank account is closed, money will come back in a few business days. I called again in a few days and was informed it needs another few days after it comes back to come back to my account. A few days later I called and was informed the money is back but it cannot be put in my savings account but must be mailed out and it will take 7-10 business days. I raised my concern since it is a large amount of money, if there is any other method than a paper check and was not provided any other option but was told to not worry as it will be either USPS certified mail or FedEx signed delivery. I asked if I could select as USPS usually loses mail and the response was no. I called in again when the days were up to see if the check has been mailed and it’s tracking number, they informed me it was mailed but no delivery tracking number and to call back another day. I kept calling weekly and spending an hour with customer service where the tracking provided had no movement and it seems to be lost. They finally sent me a next day UPS on 9/8/2025 with an affidavit to sign that I did not receive the check. This is now a month since my CD was matured and no sign of my check for my money that I had intended to use for my newborn baby! I called again weekly to see what’s going on and as of now 10/7/2025, there is no sign of my check for my money.
  
  The last case# ************ that I received dated 9/26/2025.

  Business Response

  Date: 10/15/2025

  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 8, 2025. The Bank appreciates the opportunity to address the concerns
  raised by **** ***** (the “Customer”) related to their Certificate of Deposit
  (“CD”).
  On
  September 4, 2024, the Customer provided the Bank with instructions to close
  their CD (account ending in 6504) with funds transferring to an external
  account. Upon maturity on August 5, 2025, the Bank closed the CD with funds
  transferring to the external account as requested. The following day, the
  Customer contacted the Bank regarding the closure and informed the Bank specialist
  the external account had been closed. During the call, the Bank specialist
  advised the Customer the closure request would be reversed back to the CD.
  On
  August 12, 2025, the Bank contacted the Customer to inform that the funds had reversed
  and that the Bank would mail a check to the address on file for the remaining
  balance. Unfortunately, due to an inadvertent error, the Bank did not send the
  check as expected, causing a delay in the Customer’s receipt of funds.
  On
  October 8, 2025, the Bank received a correspondence from the Customer advising
  the check had not been received. After further review, on October 14, 2025, the
  Bank contacted the Customer advising that the balance from the Customer’s CD
  had been deposited into the Customer’s Online Savings Account.
  Due
  to the experience, the Bank has provided the Customer with a credit to
  the account as a token of goodwill.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23987414, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:10/06/2025

  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 can no longer view my recent Apple Card transactions in the Wallet app. This issue began in June 2025 and remains unresolved. I have contacted Goldman Sachs Bank USA (Apple Card issuer) on more than 15 occasions, spending many hours on the phone and submitting multiple support tickets. I have repeatedly been told the matter is with an IT team, yet I have not received a single follow-up call and the viewing issue persists. This has impaired my ability to review charges and manage my account. I am requesting clear case ownership and a timely resolution.

  Business Response

  Date: 10/10/2025

  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 October 6, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the “Customer”) related to Wallet app functionality.
  
  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. In the complaint narrative, the Customer referenced concern related to an issue with the Wallet app. The Bank is unable to resolve technical related issues for applications on Apple devices. The Bank has notified Apple of the Customer’s technical issue. The Customer can manage the account online at card.apple.com if unable to view in Wallet. The Customer should contact Apple directly for further assistance with this issue.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 10/14/2025

  
  
  Complaint: 23980128
  
  
  
  I am rejecting this response because:

   

  I am still unable to see my recent transactions.   I raised this issue several months ago and have yet to hear back  

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

• Initial Complaint

  Date:10/04/2025

  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.

  Goldman Sachs bank has charged my account for $74.93 but refuses to tell me the nature of the charge. I have no idea what the charge is or why they won’t tell me

  Business Response

  Date: 10/09/2025

  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 October 4, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ***** (the “Customer”) related to a transaction dispute with the Merchant Apple Services in the amount of $74.89.
  
  The Bank conducted an investigation and confirmed no bank error occurred. The Customer initially disputed the transaction on September 30, 2025. The Bank applied a temporary credit while the dispute was investigated. On October 2, 2025, the Merchant posted a refund credit in the amount of $74.89. Based on the refund, the Bank resolved the dispute as Merchant credited. As a result, the temporary credit that was applied to the Customer’s account was reversed on October 3, 2025. The Bank sent the Customer an email detailing the dispute outcome.
  
  The Customer should contact Apple Support directly for more details regarding the specific merchant name for the purchase of content, or a service from the App Store.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 10/09/2025

  
  
  Complaint: 23972702
  
  
  
  I am rejecting this response becaus:i still have no idea what the charge is for!  Apple Support refused to provide me with  any detail!  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:10/01/2025

  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.

  All of our July 31, 2025 statements showed debit entries for Federal Backup Withholding (hereinafter "***"). These *** debits were sudden and never had we had any *** debits to our accounts before this time. Moreover, we have never been subject to *** nor did we authorize Marcus to begin debiting our accounts for ***.Consequently, in early August 2025, we contacted Marcus to dispute these *** debits made to our Marcus accounts for the month of July 2025 which we did not authorize nor were we subject to Federal Backup Withholding. At that time the Marcus representative advised that, in order to stop the debits from occurring in the future, we must complete and submit W-9 Forms to Marcus. The representative further advised that it would take approximately 30 days to stop the debits once the W-9 Forms were *********** instructed by Marcus. on August 18, 2025, we mailed the two (2) completed and executed W-9 Forms to Marcus.All of the August 31, 2025 Marcus statements continued to show *** debits. Accordingly, in early September 2025, we again called Marcus. Marcus verified the receipt of the two W-9 forms and advised that the *** debits would be stopped immediately and that there would be no *** debits for September 2025. At this time we requested a refund of this unauthorized and unmerited debits to our account.All of the September 30, 2025 Marcus statements continued to show *** debits. On October 1, 2025, we called Marcus. This time a case #************ was opened. Because these *** debits are erroneous and unauthorized we are requesting that we be issued a reversing credit for the total amount withheld in the amount of $451.07.

  Business Response

  Date: 10/09/2025

  BBB Response *****
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on October 2, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the Customer) related to the tax certification for their accounts.
  On August 18, 2025, the Customer contacted the Bank regarding the backup withholding on their accounts and a Bank specialist advised the Customer of the appropriate documentation required to update the Customers status. On August 26, 2025, the Bank received the completed documentation. Unfortunately, due to an inadvertent error, the Bank experienced a delay in updating the Customers backup withholding status.
  After further review, on October ******, the Bank updated the Customers backup withholding status and refunded the backup withholding previously applied. Due to the experience, the Bank has provided the Customer with a credit to the account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/10/2025

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

• Initial Complaint

  Date:09/30/2025

  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.

  Marcus blocked my high yield savings from my wife and myself for no reason. It was a normal transaction transferring money out if marcus and transferring money from our bank back to our high yield savings. Please help us with the problem since we did nothing wrong. I think they are stealing our money.

  Business Response

  Date: 10/06/2025

  BBB
  Response *******
  ID 23951403
  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 September
  30, 2025. The Bank appreciates the opportunity to address the concerns raised
  by **** ******* (the "Customer”) related to accessing their jointly owned Online
  Savings Account (“OSA”).
  On
  September 28, 2025, the Customer initiated an outgoing transfer from their OSA (account
  ending in 1420) to a linked account. The following day, during the transfer
  processing review, the Bank identified security concerns regarding the
  transaction and contacted the Customer to address the concerns. On the call, the
  Bank specialist confirmed with the Customer that they authorized the transfer.
  However, the Customer informed the Bank specialist that they would call the
  Bank back at a later time to resolve the remaining concerns. For the protection
  of the Customer, the Bank restricted the account until the remaining concerns
  could be addressed.
  On
  September 30, 2025, the Customer contacted the Bank to resolve the remaining
  concerns and confirmed their recent account activity. Subsequently, the Bank
  specialist restored the Customer’s online banking access.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.