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:07/25/2025

  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.

  My wife and I are joint owners of all Marcus accounts. in July 2025, CD's (dozens) had reached maturity and the funds were deposited into our online savings as instructed. All the funds from these matured CD's were then placed into new Marcus No Penalty CD's (13 month term).
  
  On July 21 many CD's had matured and the money deposited (including interest) into online savings. That money was then taken out to fund new 13 month No Penalty
  CD's. Then on July 23rd (CD matured July 22nd) those CD funds were deposited into online savings with interest. We then opened three new 13 Month No Penalty CD's with those online savings funds.
  
  On July 23rd at about 1:55 pm, a call came into my cell phone. I went to answer it but the call dropped. I then received an email stating to call Marcus immediately. I reached out to Marcus at about 2:15 pm on July 23rd. 2025. I explained what had just happened and was returning their call and email. The person said the account had been closed and there was nothing I could do about it. I asked to speak to a supervisor. He connected me with Vanessa. I explained to her that many CD's were maturing and the funds being switched out of online savings into new CD's. She placed me on a few 4 minute waits and then said Security wanted four account numbers of 4 most recent transactions and new account CD numbers. With her help, we provided five recent transactions. Was told to wait 3 to 7 business days for a response.
  
  Called Marcus on 7/24 and Louis connected me to Debbie. I explained to Debbie what was happening with new maturing CD's and she said wait for the 3 to 7 business days for a resolution. Debbie said no accounts had been closed, just restricted pending Security.
  
  I cannot access any of my funds. As more CD's are maturing in next few days, no idea where funds are going nor at what interest rates. We have done nothing different that in the past, as the CD's mature, go into online savings and back out as new CD's all within Marcus.

  Business Response

  Date: 07/30/2025

  BBB Response *******
  ID 23653305
  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 July 25, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ******* (the “Customer”) related to the closure of their Certificates of Deposit (“CD”).
  On July 9, 2025, the Bank performed an account maintenance review, identified security concerns regarding the account, and attempted unsuccessfully to contact the Customer. On July 23, 2025, the Customer contacted the Bank regarding their accounts. During the call, a Bank specialist advised the Customer that the Bank would be closing their accounts.
  After further review, on July 25, 2025, the Bank determined the aforementioned closures had been advised erroneously. Later that same day, the Customer contacted the Bank regarding the status of their CDs. During the call, the Customer requested to close their CDs (accounts ending in ***** ***** ***** ***** ***** ***** *** ****) with funds transferring to their Online Savings Account (account ending in ****). That afternoon, 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: 07/30/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23653305, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/18/2025

  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.

  It appeared that their priority was more on boosting profits than on delivering quality customer service. Instead of genuinely helping me, they only gave me instructions on how to close my account if I chose to do so. This response raised concerns for me, leading to the decision to cancel my online savings account and move my funds to my USAA checking account. After nearly ten years with Marcus by Goldman Sachs, I ultimately opted to close my account completely.

  Business Response

  Date: 07/24/2025

  BBB Response ****
  ID 23622494
  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 July 19, 2025. The Bank appreciates the opportunity
  to address the concerns raised by ***** **** (the “Customer”) related to the closure
  of their jointly owned Online Savings Account (“OSA”).
  On July 18, 2025, the
  Customer contacted the Bank requesting instruction for how to close their OSA, which
  a Bank specialist informed how to complete closure online. During this same
  call, the Customer raised a concern that the joint owner appeared to be removed
  from their OSA. Upon review, the Bank can confirm that the Customer currently
  has a joint owner on their OSA and there is no record of an account owner being
  removed.
  On July 21, 2025, the
  Customer initiated outgoing transfer requests from their OSA to a linked external
  account, which the Bank completed the same day.
  On July 24, 2025, the
  Bank attempted unsuccessfully to contact the Customer to assist with their
  account closure. The Bank requires Customer authorization to proceed with the OSA
  closure. If the Customer wishes to proceed with OSA closure, the Bank requests
  the Customer call the Bank toll-free at ************** ****************, Monday
  to Friday, 8 am – 10 pm, Saturday to Sunday, 9 am – 7 pm ET.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.
  

  Customer Answer

  Date: 07/25/2025

  
  
  Complaint: 23622494
  
  
  
  I am rejecting this response because:
  
  
  

  I did not reach out to the bank to close my account; rather, my intention was to update my wife's employment details. This became an unexpected issue after years of having the account, as the bank suddenly required her job information per state regulations. However, her status as a homemaker and my retirement had been the information on record since we opened the account. It's vital that this information be documented, as the overall customer service from this bank has been disappointing. Their lack of consideration for customers should be noted for others to avoid this institution. There are certainly better banking options available that value their clients.

  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/14/2025

  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.

  For several days we’ve been disputing charges made on our Apple Card and Apple Cash family share accounts. Beyond limited recurring monthly charges for annual subscriptions, and a $24.74 Poshmark charge dated July 10, 2025, there have been $1153.85 in fraudulent charges to our Apple Card and on July 13, 2025, an additional $100 in Apple Cash have also been fraudulently used. Our Apple Card Family Share accounts are infrequently used and we noticed that there started being an increased usage in the past couple months when we used the card while traveling overseas. That increased usage prompted us to start monitoring the card. During the month of June through the July 13 closing of the account, there are a series of charges to Apple.com, Target, El Dorado Furniture which were not authorized by the account holders. Given the Apple Card’s limited transparency and automated bot it is impossible for an account holder to identify the source of the charge—for example, is this a streaming subscription. We believe all the June-July transactions to apple.com are fraudulent. We spent days reporting the charges within hours and minutes of the pending authorizations and the automated bot refused to close the accounts. We continued contacting Apple Card / Goldman Sachs by reporting the transaction, submitting the dispute and requesting to close the account to prevent further fraudulent transactions. The automated bot refused to close the accounts for a second time. We were then successful in closing the accounts but the card issuer has not addressed the disputed $1153.85 fraudulent Apple Card charges or the $100 Apple Cash fraudulent transactions. Now that the account is closed we are unable to review any of the statements.
  
  We seek reimbursement for all non-recurring transactions in the June 1-July 13 final statement, with the exception of the $24.74 July 10, 2025 Poshmark charge, and the $100 Apple Cash.

  Business Response

  Date: 07/21/2025

  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 July 14, 2025. The Bank appreciates the opportunity to address the concerns raised by Benjamin Richardson (the “Customer”) related to multiple transactions with multiple merchants.
  
  The Bank conducted an investigation and confirmed no bank error occurred. According to the Banks records, the Customer contacted the Bank on July 11, 2025 and July 12, 2025 to advise of unauthorized transaction on the account. The Bank offered to start the dispute investigations for the Customer, however the customer refused and requested to close the account. As a result of the Customer’s request, the Bank successfully closed the account on July 12, 2025. The Bank attempted to contact the Customer on July 15, 2025 and July 18, 2025 but was unsuccessful. The Customer can contact the Bank to start the transaction dispute investigation process and provide the needed transaction details. The Bank is available by phone at ************** or by message from the Wallet app. The Bank is available 24 hours a day, 7 days a week. Customers can send transaction dispute evidence at any time by responding to the request for evidence email, by messaging the Bank in the Wallet app, or by mail to Goldman Sachs Bank USA, Salt Lake City Branch, ******* ***** **** *** ***** ************* ** **********. The Customer should label all evidence with the case number and avoid sending original documents.
  
  The Customer agreed to receive statements electronically when they accepted the offer and opened the account. The Bank provides Apple Card monthly statements electronically which are available in the Wallet app or on card.apple.com at the beginning of each month. The Bank sent the Customer six months of statement history on July 18, 2025 to the email address on the account profile. In the complaint narrative, the Customer referenced concern related to an account with Apple Cash. The Customer should contact Apple directly for further assistance with the Apple Cash account.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 07/21/2025

   
  
  Complaint: 23594965
  
  
  
  I am rejecting this response because it is inaccurate. The customer did dispute the transactions throughout June-July and the automated Apple Card/Goldman Sachs response declined to reverse the charges. When unauthorized charges were made again, the automated response from the bank was not responsive to providing a solution—such as reverse charges or closing the account to issue a new account number as is normal business practice.  Given the banks repeated inaction, which forces a customer to only communicate with an automated program, the customer had no alternative but to close the account since the bank was refusing to reverse charges even when a customer is disputing them in live time. The bank process between Apple Card and Goldman Sachs does not conform with other credit card companies and places an undue burden on the customer to repeatedly dispute charges, and requires a time intensive process to escalate issues and seek a resolution. Based on Apple/Goldman Sachs’ actions it seems that this is an intentional and deceptive practice in hopes that customers will give up disputing charges.  The customer continues to seek the reversal of all charges disputed with Apple Card and Apple Cash that were made without the authorization of the card member in June and July 2025.
  
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:07/11/2025

  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 husband, **** ** *******, and I have a GM Card through Marcus by Goldman Sachs which earns points towards purchase/lease of GM vehicles. As of the last statement from Marcus, we have a $1.588.65 Earnings Balance. My husband died February 6, 2025 and Marcus subsequently closed the account. The last bill in the amount of $1.249.24 was paid in full and the account has a $0 balance, which was reflected on the March statement. When I called to find out about redeeming the points, I was told I had to send a copy of his death certificate before they would give me any information. I sent a copy, which they have since claimed they never received. I sent another copy March 24, 2025, and it was delivered by the postal service certified mail. When I called to check on the account, having allowed the 30 days they claim it takes to process the death certificate, I was unable to speak to anyone, their automated system advised me the account had been turned over to a collection agency. When I contacted Resurgent at *** *** ***** they told me they could not tell me anything without a copy of the death certificate. I sent them one and when I checked back today, allowing the 72 hours they said were needed before I could contact them, I was told the account is closed, in good standing, and they were instructed not to contact me or to take any action on the account. They could not tell me anything about the points balance as that is not their concern. When I called Goldman Sachs and spoke with someone after talking to Resurgent, she told me the account is no longer in their hands so I cannot access the GM points. I believe they sent the account to the collection agency so that they could deny me the $1,588.65 in GM points. My lease is up the end of August and I was planning on using these points at that time. I would appreciate you looking into this matter, as I feel they deliberately sent the account to collection to avoid honoring the points.

  Business Response

  Date: 07/18/2025

  Goldman Sachs Bank
  USA (the “Bank”), received the above referenced complaint via the Better
  Business Bureau on July 12, 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
  **************.

  Customer Answer

  Date: 07/18/2025

  
  
  Complaint: 23589408
  
  
  
  I am rejecting this response because: Resurgent is not responsible for the earned GM points on this account. They have nothing at all to do with these points, Goldman Sachs is responsible for the points. They deliberately sent this account to collection to avoid honoring the points and I believe they are obligated to make those points available to me to use towards the lease of a new GM vehicle. There is nothing in the credit card agreement that disallows me from accessing these points. That they sent the account to Resurgent in the first place when it was paid in full and never past due, overdue or any other condition that would cause it to be placed in collection tells me they took that action to have an excuse to deny me the points that had been honestly earned under the terms of the GM Card agreement, and that they now claim it is in hands of the collection agency and I have to deal with them is their way of cheating me out of my earned points. I still believe they owe me these points and want them to honor their obligation. I have a statement from March 2025 showing a $0 balance owed on the account and $1588.65 in earned GM points. They are obligated to honor those points.
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 07/29/2025

  Goldman Sachs Bank USA (the “Bank”), received the above
  referenced complaint via the Better Business Bureau on July 22, 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 **************. 

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: 23589408
  
  
  
  I am rejecting this response because: I now know that I will never be able to redeem these points, but am still not happy that Goldman Sachs sent this account to a collection agency and have refused to explain to me the reason why and why I am unable to use the points. It would have understood if they explained to me the reason why they would not honor the points earned on the account, instead of sending the account to collection and then refusing to talk to me. At least two people I spoke with at Goldman Sachs in my earliest conversations told me not to worry, I would be able to use the points. That does not seem to be a very honest way to do business.

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

• Initial Complaint

  Date:07/11/2025

  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 reason this credit card company charges whatever they want. They have been charging me double intrest. Says from a past purchase. Credit cards dont charge sperete intrest per item. It's the total. Im Paying 147 a month and they're taking over 80. Thats eobbery

  Business Response

  Date: 07/18/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the ** Rewards Card via the Better Business Bureau (BBB) Complaint Portal on July 11, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ****** (the Customer) related to interest assessed on a ** Rewards Card account.
  ******** conducted an investigation and confirmed no Bank error occurred.According to the Banks records, the Customer opened a ** Rewards Card and consented to the ** Rewards Card Customer Agreement on September 21, 2022. As stated in the ** Rewards Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The variable Annual Percentage Rate is determined using the Customers credit score and history and is calculated based on the Prime Rate and the Margin using the formula included in the ** Rewards Card Customer Agreement. If the Prime Rate changes, the Customers variable Annual Percentage Rate may go up or down. The variable Annual Percentage Rate is determined during the application process.******** confirmed the Customer agreed to an introductory Annual Percentage Rate of 0% for the first 12 months at the time of booking the account. This promotion expired on October 12, 2023. Because of this the monthly statements will provide a breakdown of the billed interest assed for the billing month and show the promotional balance accrued from September 2022 October 2023 along with the billed interest as well as the balance accrued after the promotion ended from October 12, 2023 July 12, 2025. ******** confirmed the current variable Annual Percentage Rate listed on the most recent statement dated July 12, 2025 is 29.24%.
  To avoid interest charges on purchases, customers are required to pay the statement balance in full as of the end of the previous statement cycle by the due date every month. The Statement balance and due date are shown on the monthly statement. If the statement balance is not paid in full on or before the due date, customers are charged interest on the balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the ** Rewards Card Customer Agreement. According to the Banks records, the Customer has not issued a payment on the account for the total monthly statement balance from October 2022 July 2025 and monthly interest charges have billed to the account. ******** is unable to reimburse the interest charges assessed to the account.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23586928
  
  I am rejecting this response because:
  

  They keep you on the hook on intrest by separating purchase to get the most out of you. 

   

  should be one lump one intrest charge. Nit multipule 

   

  taking 80$ out of 120 is wrong
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:07/11/2025

  Type:Order 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 name is ****** ***** Their is 42,000$ in my Marcus savings account for some reason they wont let me access my money I need to pay bill. I demand they mail me a check for the funds thats in my account. I believe they racially profiled me because I had a lot of money in my account I demand they send me a check for the funds thats thats remaining they closed the account for no reason

  Business Response

  Date: 07/16/2025

  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 July 11, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the Consumer) related to closing their ************** Account (OSA).
  On July 10, 2025, the Bank conducted a review of the Consumers profile, identified security concerns and restricted their accounts. Due to the ongoing security concerns, the Bank made a business decision to close the OSAs.
  Separately, the Consumer brought to the Banks attention their concern about discrimination. The Bank takes these concerns very seriously. It is Marcus by Goldman Sachs policy to not discriminate against or engage in discriminatory behavior toward a consumer or other interested individual on any prohibited basis including: race, color, religion, creed, national origin, ***, marital status, age (provided the applicant has the capacity to contact), military status, familial status, sexual orientation, gender identification or expression, disability, receipt of public assistance, or any other prohibited bases under state law.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/11/2025

  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.

  February, 2025 deposit arrived into my Marcus savings account. Check was sebt back to depositor in May, 2025. I am being told I am a victim of crime by Marcus by Goldman Sachs, after filling a complaint with Consumer Financial Protection Bureau. Since I am a victim of fraud, where was this $20,000 check sent from Marcus, when was the check sent, and who and when was the check cashed? I only need check number and bank name it was sent to, not bank account number. As ***** ***** needs to be protected, as well. I need proof of this fraud, so I can file police report and make sure to file with police in Arizona and Utah.
  
  If no information is supplied, I will pursue litigation with Marcus by Goldman Sachs, as the savings account belonged to me and I need to see all transactions in and out of my two Marcus savings accounts, as this is required per federal, Utah state and Arizona state laws! If Marcus by Goldman Sachs believes I should not see this information, please quote exact federal statutes and state laws Marcus is using to withhold this information to me.

  Business Response

  Date: 07/15/2025

  BBB
  Response ******
  ID 23584922
  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 July
  11, 2025. The Bank appreciates the opportunity to address the concerns raised
  by **** ****** (the "Customer”) related to their Online Savings Account
  (“OSA”).
  Per
  the Bank’s records, on May 25, 2025, the Customer contacted the Bank regarding
  a transaction made to their OSA advising that funds had not been received.
  Subsequently, the Bank opened an investigation into the Customer’s concerns.
  On
  June 9, 2025, the Bank completed its investigation and sent a letter to the
  address on file detailing the results of the investigation. In addition, on
  July 1, 2025, the Bank re-sent the results of the investigation to the
  Customer’s address on file.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/18/2025

  
  
  Complaint: 23584922
  
  
  
  I am rejecting this response because: Neither of these letters from Marcus were received. I look forward to receiving one of these letters showing exactly where the $20,000 check was sent and when it was cashed. UPS delivery is appreciated or Certified Return Receipt to ensure I receive a copy of one of these letters in a timely manner with check number, account number check was sent for, and when check was cashed and that check was sent to ***** *****.
  
  
  
  Sincerely,
  
  
  
  **** ******

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

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

• Initial Complaint

  Date:07/09/2025

  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 attempted to make a wire transfer of about $169,000 from my Marcus savings account to Robinhood on July 3. The Marcus security team called to verify the transfer, but I was undergoing a dental procedure and was unable to answer the phone. As a result, the transfer was automatically rejected, and Marcus subsequently locked my entire account — even after I verified my identity. I am now unable to access my account or move any funds.
  
  I have contacted Marcus customer service multiple times over the past week, but no one has been able to resolve the issue. I keep receiving the same response that my account is "under review" with no estimated time for resolution. During this review period, I cannot access the account or initiate any transactions.
  
  I have an urgent upcoming payment for education and need immediate access to my savings. But Marcus continues to keep my account locked “for review” — a process that's completely opaque to the customer.

  Business Response

  Date: 07/15/2025

  BBB Deposits *****
  ID 23574181
  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 July 9, 2025. The Bank appreciates the opportunity
  to address the concerns raised by ****** ***** (the “Customer”) related to
  accessing funds in their Online Savings Account (“OSA”).
  On July 3, 2025, the Customer contacted the Bank and
  requested an outgoing wire transfer from their OSA to an unlinked external account.
  During the transfer processing review, the Bank identified security concerns
  regarding the transfer and attempted unsuccessfully to contact the Customer
  regarding the transfer. Later this same day, the Customer contacted the Bank and
  requested to cancel this same outgoing transfer, which the Bank successfully completed.
  Subsequently, the Customer contacted the Bank, and a Bank
  specialist erroneously conducted a three-way call with the Customer and their
  external institution to verify ownership of the external account. The external
  institution was unable to verify ownership. Subsequently, the Bank
  inadvertently restricted the Customer’s OSA.
  On July 9, 2025, the Customer contacted the Bank and
  requested to close their OSA. A Bank specialist assisted the Customer with
  initiating the OSA closure by transferring funds to a linked external account,
  which the Bank successfully processed that same day.
  Based on the above details, we kindly request this complaint
  be closed.

• Initial Complaint

  Date:07/08/2025

  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.

  Date of transaction: 2/16/2025.
  tried to return brand new unopened merchandise back to store on 2/17, and the store staffs/manager refused to process, said they don't have the ability to process returns and asked me to contact their online customer service. 1st dispute opened on 2/17/2025
  2nd dispute opened on 4/14/2025 due to merchant falsified that I passed the return window and failed to communicate with them the return process. I've submitted the messages to you showing I asked several times for return procedures. After talked to your apple card specialists, I then made decision to bring back the merchandise in person to the store. regardless of what the merchant says. They are playing games and send me run around.
  3rd dispute re-opened on 7/2/2025 stating I no longer have the possession of the merchandise as it has been returned to the merchant back in 4/26 in person in the store where I purchased the goods from. I made a contact with the staff onsite and handed over the merchandise. photos taken and submitted to you as evidence. Now you still saying it's my burden to prove my case again. This situation is causing significant distress. it's a $5500 dispute where I no longer have the possession of the merchandise and you/the merchant still wants to hold me like a hostage and liable for the amount.

  Business Response

  Date: 07/16/2025

  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 July 9, 2025. The Bank appreciates the opportunity to address the
  concerns raised by ******* **** (the “Customer”) related to a transaction
  dispute with the merchant G & D Electronics Llc in the amount of $5,500.00.
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Customer initially disputed the transaction on February 18, 2025. The dispute
  was reopened on April 14, 2025, and July 2, 2025. The Bank applied a temporary
  credit while the dispute was investigated. Based on the investigation and a
  review of the evidence provided, the Bank resolved the dispute in favor of the
  Merchant because the merchandise was not returned within the 14-day timeframe
  as described in the Merchant's terms and conditions. As a result, the temporary
  credit that was applied to the Customer’s account was reversed on April 14,
  2025, June 30, 2025, and July 15, 2025. The Bank sent the Customer an email
  detailing the dispute outcome. The Bank contacted the Customer on July 15,
  2025, to address the resolution of the dispute and the evidence provided. The
  evidence the Customer provided was not sufficient to substantiate the
  Customer’s claim.
  The dispute was reopened on July 16, 2025. The dispute with the merchant G
  & D Electronics Llc remains under investigation, and the Bank expects
  completion within 2 full billing-cycles from the date of receipt and no later
  than 90 days from date of receipt. During the investigation, the account does
  not incur interest for the amount in dispute and the Customer is not
  responsible for repayment. If no new evidence is received by the Customer, the
  dispute resolution may not change. Customers can send dispute evidence at any
  time by responding to the request for evidence email, by messaging the Bank in
  the Wallet app, or by mail to Goldman Sachs Bank USA, Salt Lake City Branch,
  ******* ***** **** *** ***** ************* ** *********** The Customer should
  label all evidence with the case number and avoid sending original documents.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 07/19/2025

  
  
  Complaint: 23573064
  
  
  
  I am rejecting this response because:
  
  Complaint: 23573064
  
  I am rejecting this response because:
  I made good faith efforts to work with the dishonest merchant for a return. However, the bank used fraudulent information provided by the merchant and ignored all the evidence I submitted during the process. The bank did not reach out to me to provide any details; instead, I had to call them myself to request records from the merchant’s side. I just received these records on July 10 2025. The only response from the merchant dated 3/10/2025.
  
  The dispute was reopened 3 more times after the initial filing. I spoke with several managers who were supposed to respond to and resolve the dispute, but all of them failed to do so and simply passed my case on to someone else.
  
  I have retained all communication records with the bank, which show their misleading actions and failure to deliver promised results. Now the merchant has the merchandise back, yet I am still financially responsible for it. Therefore, I am seeking further legal assistance for this matter.
  Sincerely,
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:07/08/2025

  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.

  On July 2, 2025 I made a payment of $1000.00 to my GM Marcus credit card. On July 3, 2025, the money was transferred out of my bank account. I thought that the payment had posted. On July 7, 2025 my auto payment for a couple subscriptions are declined. I checked the website and it shows the payment posted, however, the available credit is wrong and only shows an available credit of $15, which is not correct. The payment did not reflect in the available credit, but it did reflect in the balance due. I sent a chat to customer service and was told that because the payment was considered large, my account is on hold until July 14, 2025. I informed them the money was withdrawn from my bank and it shows posted and accepted at GM Marcus online. I was told that this was their policy and now I have declined charges happening for things I had on auto pay. I have never been late with a payment and have made large payments before and this has never happened. I think I should be reimbursed for the late fees and declined payments I received due to no fault of my own, or at least go ahead and reverse the declined payments electronically since I do have sufficient credit availability. This makes no sense for a balance to show a payment was made, yet you put an account on hold as if no payment was made.

  Business Response

  Date: 07/15/2025

  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 July 08, 2025.
  The Bank appreciates the opportunity to address the concerns raised by Roland
  Frank Jr (the “Customer”) related to payments made on the GM Card.
  The Bank conducted an investigation and confirmed no Bank error occurred.
  Payments are applied to the outstanding balance on the business day the payment
  is processed, and interest does not accrue for the payment amount. The amount
  of time it takes for payments made from a bank account to reflect in the
  available credit can vary based on the payment amount and account history. The
  Customer should continue making payments on time, and over time, faster updates
  should be experienced. The GM Card Customer Agreement states after receiving a
  payment, the Bank can immediately increase the available credit, or delay
  increasing the available credit on the account for a period of time. The
  Customer can check the status of the available credit online at www.marcus.com or by contacting the Bank. The
  Customer’s payment in the amount of $1,000.00 made on July 02, 2025 was
  released and reflects in the Customer’s available credit as of July 14, 2025.
  The Customer is welcome to reattempt the transaction with merchant OnStar LLC.
  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.

  Customer Answer

  Date: 07/15/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23571566, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ****** ***** **