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:08/25/2025

  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.

  Marcus force closed my savings account and CD with no notice. I have been a long term customer of theirs. After receiving a letter stating the closure, I contacted customer service scared because this wasn't an action done by myself or my husband. Multiple **** of various levels reviewed our account and could not give us a reason for the closure. They were unable to tell us where our money was either. All they could say was read the deposit agreement and let us know we should get a check or a *** deposit within 10 days. They could not tell me what account the *** may go to. After reviewing the deposit agreement, we weren't in violation of any of those terms. I'm upset and can't understand how they can do this with someone's money.

  Business Response

  Date: 08/28/2025

  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 August 25, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ******* (the "Customer) related to their ************** Account (OSA) and Certificate of Deposit (CD).
  On August 13, 2025, the Bank identified security concerns regarding the Customers profile. Due to the ongoing security concerns, the Bank made a business decision to close the accounts and sent a correspondence to the Customer informing them of the closures on August 19, 2025.
  On August 25, 2025, the Customer contacted the Bank regarding the status of their *********** resolve some of the security concerns, a Bank specialist completed an authentication process to verify the Customers identity. After further review,on August 27, 2025, the Bank reopened the Customers accounts including the appropriate interest.
  The following day, the Bank contacted the account holders and assisted with resolving the remaining security concerns. Subsequently, the Bank restored the account holders online banking access.  
  Based on the above details, the Bank kindly requests this complaint to be closed. 

  Customer Answer

  Date: 08/29/2025

   
  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:08/22/2025

  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 has been making it difficult for me to access my fund under the clause of security. I have provided all the verification needed and mai**d the affidavit of identity to prove that I am the rightful owner. However, they are unwilling to help and make it more difficult than needed. They provided no mean to verify and locked my account thrice over the course of 4 days. Due to Marcus' unwillingness to help, we missed our debt payments and have to pay extra penalty. Marcus' business practice has put me in great stress of losing money and paying late fee penalty. Furthermore, Marcus has been untruthful in their marketing practice since when I first cal**d to **arn about their CDs, they told me that withdrawal would not take long and could transfer the money in 1-2 business days. Marcus communicated in a way making me to think that they are competent and a tech-savvy institution that hand**s money well. On Apr 28th 2025, I deposited $150,000 to a CD provided by Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA for a 7-month period. On August 18th, 2025, I cal**d the customer service hotline ************** to close the CD and withdraw my funds to the bank account. After rounds of verification (full name, date of birth, last 4 digits SSN, secret word), Marcus' representative told that he could not verify that I am the owner of the CD and locked my account, both mobi** apps and website access. I cal**d the hotline again to verify and was told that they have fi**d my account under further review. On August 22nd, 2025, after 3 hours explaining to a representative, he unlocked my account and told that my CD was c**ared to be transfer. He told me to hang up the current call and call the customer service hotline ************** again to initiate the close. However, when I did per his instruction, another representative put me through the verification process again only to tell me that my account was put under review and locked my account again.

  Business Response

  Date: 08/28/2025

  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 August 23, 2025. The Bank appreciates the
  opportunity to address the concerns raised by **** ** (the “Customer”) related
  to accessing their Certificate of Deposit (“CD”).
  Per the Bank’s previous
  response, on August 20, 2025, the Customer contacted the Bank requesting to
  closure their CD (account ending in 4524) and transfer the funds to an external
  account. During the transfer processing review, the Bank identified security
  concerns, declined the transfer and restricted the account until the security
  concerns could be resolved.
  On
  August 22, 2025, the Customer contacted the Bank regarding their account access.
  On the call, the Bank specialist verified the
  Customer to resolve the concerns; however, the Bank specialist did not restore
  the Customer’s account access. As a result, the Customer experienced a delay in
  access their account
  After
  further review, on August 25, 2025, the Bank resolved the security concerns and
  restored the Customer’s account access. On August 26, 2025, the Bank
  successfully processed the Customer’s request to close their CD and transfer the
  funds to an external account.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.

• Initial Complaint

  Date:08/21/2025

  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.

  Marcus by Goldman Sachs put my ** account in restriction after I made the call to close the ** and make the withdrawal. I funded $150,000 to ** in Marcus on April 28, 2025 and on August 20, 2025, I called them to close the account and withdraw the money. After going through different layers of verification (name, 4 digits social security, date of birth), I was told that they could not verify the data and put my money into restriction. After multiple calls with different people in verification team, they did not able to help me and held my money as hostage. No one made any effort in making sure that they are helping me.

  Business Response

  Date: 08/28/2025

  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 August 22, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ** (the Customer) related to accessing their Certificate of Deposit (CD).
  On August 20, 2025, the Customer contacted the Bank requesting to closure their CD (account ending in 4524) and transfer the funds to an external account. During the transfer processing review, the Bank identified security concerns, declined the transfer and restricted the account until the security concerns could be resolved.
  The following day, the Customer contacted the Bank regarding the closure of their CD; however, the Bank could not successfully authenticate the Customer. As an alternative verification method, the Bank requested the Customer to complete an Affidavit of Identity ***** to resolve the security concerns.
  After further review, on August 25, 2025, the Bank made an exception to resolve the security concerns without an AOI. Subsequently, the Bank removed the restrictions from the Customers account. On August 26, 2025, the Bank successfully processed the Customers request to close their CD and transfer the funds to an external account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 08/28/2025

   
  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:08/16/2025

  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 had 2 cd's with Marcus for about $10,000 each. I called to change my phone number. Gave my full name, old phone #, Date of birth, Social Security #, address and secret word.... everything checked ok Then they started asking me for old addresses and brand of cars that I've owned. I'm 75 years old; I've moved a lot, and I've had many different cars. It's very hard to remember these things accurately after 40+ years. Apparently, I didn't get them all correct because about a week letter I got a letter from Marcus saying I need to send an "affidavit of identity" signed by a Notary. I did so and mailed it to them. A week later i checked my account online and found out that both my cd's have disappeared and my phone # had not been changed. New phone calls and again the same questions which I guess again I didn't get right because now my account has been CLOSED and I have no idea where my money is. All of this because I tried to change a phone number and I'm too old to remember things from 40 years ago !. I want my money back.. An apology would be nice too.....

  Business Response

  Date: 08/21/2025

  BBB Response ******
  ID 23757232
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the abovereferenced
  complaint via the Better Business Bureau Complaint Portal on August 17, 2025. The
  Bank appreciates the opportunity to address the concerns raised by ****** ****** (the "Customer”)
  related to their Certi??icate of Deposits (“CD”).
  On July 21, 2025, the Customer contacted the Bank to update their pro??ile information; however,
  Bank specialists could not authenticate the Customer. As an alternative veri??ication method, the
  Bank mailed an Af??idavit of Identity to the Customer, which the Bank received back on August 12,
  2025. After further review, the Bank approved the documentation; however, due to a Bank
  processing error, the Bank erroneously closed the Customer’s accounts.
  On August 15, 2025, the Customer contacted the Bank regarding the closure of their CDs.
  Subsequently, a Bank specialist opened investigation into the Customer’s concerns.
  After further review, on August 20, 2025, the Bank re-opened the Customer’s CDs and credited the
  funds back to the account including the appropriate interest. Separately, the Bank can con??irm that
  the Customer’s information has been updated in the Bank’s system.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 08/22/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23757232, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/14/2025

  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.

  *********** and/or Marcus by Goldman Sachs transferred the credit information of a known deceased man. My dad died in 2022 and following his death I closed all of his credit cards. I received a new credit card in his name today from **********. These companies have committed fraud.

  Business Response

  Date: 08/19/2025

  Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau on August 15, 2025. This account was transferred to **************************, and is no longer owned by the ****. We would ask this complaint be redirected to **************************. They can be reached at **************.

• Initial Complaint

  Date:08/13/2025

  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 closed one of my CDs being held at this bank on July 30th, 2025. I have had varies explanations which are unacceptable from the several **** I spoke to upon contacting the bank for explanation on where my funds are currently. As of this writing I have had no one that I spoke to explain in detail as to the release of my funds into my account. Its almost 2 weeks since I initiated the transaction *********** am still awaiting a deposit of the funds into my savings account. Neither savings to Marcus or to my local bank has been confirmed. This is a terrible way to promote business and I find it impossible to reach anyone with an explanation. So unprofessional and I guess well need to hire an attorney to assist if I dont get my funds soon! Please let me know if you have a better way to get a solution.

  Business Response

  Date: 08/20/2025

  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 August 13, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ***** (the "Customer)related to the closure of their No-Penalty Certificate of Deposit (NPCD).  
  On July 30, 2025, the Customer initiated the closure of their NPCD (account ending in 4244) with the funds transferring to an external account. However, on August 4, 2025, the external institution reversed the transfer and the funds returned to the Bank.
  On August 5, 2025, the Customer contacted the Bank regarding the closure of their account. On the call, a Bank specialist informed the Customer that their transfer was reversed by the external institution. In addition, the Bank specialist offered the Customer to have the funds transferred via check; however, the Customer declined. Subsequently, the Bank specialist opened an investigation to find alternatives for the Customer to receive their funds.
  On August 7, 2025, the Bank contacted the Customer to advise that they could have their funds deposited into their OSA (account ending in 6957) and transfer the funds to an external account. The Customer agreed to this option; however, the Bank experienced a delay in crediting the funds into the Customers OSA.
  On August 14, 2025, the Bank transferred the funds into the Customers ***. Later that same day, the Bank successfully processed the Customers request to transfer the funds from their *** to an external account.Due to the experience, the Bank provided the Customer with a credit to their OSA as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed. 

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23742764
  
  I am rejecting this response because:  The $25 good faith credit was not worth the aggravation for awaiting my funds and being given the "run-around"...

  I have a second No Penalty CD still in the works which was to be sent via *** within 7-10 days from 8/13/25 which has arrived or soon to arrive with no funds.  I am totally disgusted and will withdraw any and all funds remaining and alert others via social media or in person as to the negligence, incompetence and schemes that I've experienced with this institution.

  I do not wish to rescind my complaint at this time due to the frustration and time spent in getting a resolution to my complaint.

  
  Sincerely,
  
  **** C *****

• Initial Complaint

  Date:08/07/2025

  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.

  On 7/22/2025, Marcus closed all of my savings accounts with no explanation. In late July, I was able to access my login and had noticed no accounts or funds popping up. A week after, I could no longer log in and was required to call customer support to obtain access again. On the phone, the representative could not tell me why my accounts were closed which is extremely unprofessional as these accounts contain all my savings in case I were to get into an emergency. They then said I would need to fill out a dispute form that would come in the mail in five business days which then would take 45 business days to be processed if not longer. This is a completely unacceptable way to treat a customer whose money is now unavailable to be accessed… there is no urgency on Marcus’s part to resolve this

  Business Response

  Date: 08/14/2025

  BBB Response *******
  *******
  ID 23714935
  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 August
  7, 2025. The Bank appreciates the opportunity to address the concerns raised by
  ****** ******* ******* (the “Customer”) related to their Online Savings
  Accounts (“OSA”).
  On July 17, 2025, a
  Bank specialist identified security concerns regarding the Customer’s profile
  and attempted unsuccessfully to contact the Customer. Due to the ongoing
  security concerns, the Bank made a business decision to close the Customer’s
  accounts.
  On July 22, 2025, the
  Customer contacted the Bank regarding their account access and a Bank
  specialist informed the Customer of the Bank’s decision. On August 6, 2025, the
  Customer contacted the Bank to dispute the unauthorized closure of their
  accounts and the Bank opened an investigation into the Customer’s concerns.
  After further review,
  the Bank determined the account closures had been erroneous. On August 8, 2025,
  the Bank reopened the Customer’s accounts and restored their online banking
  access. On August 12, 2025, the Bank successfully processed the closure of the
  Customer’s OSAs with funds transferring to linked account as requested.
  Based on the above
  details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/07/2025

  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.

  On January 10th 2024 at 5:55pm, I received a text message stating that GM declined a purchase in the amount of $473.00 at Walgreens (store #17797) Harrison USA, asking if I recognized the charged. I immediately contacted the credit card issuer and confirmed that I did not authorize the purchase to the merchant, and that the transaction was fraudulent. The representative that I was speaking with at the time told me that the individual was attempting to use the card again as we were on the line. I confirmed that it was not me, nor did I authorize the transaction, including that i was no near the vicinity of the store at the time on the transaction. I have contacted Goldman Sachs to dispute the charge over 10 times since January 10th 2024 and have been denied. I can not in good faith pay for a purchase that I did not make, and also attempted to go through the proper channels to report. I also contacted the Walgreens store to see what items had been purchased, the items included hair care products and a Vanilla gift card in the amount of $400 dollars. I am not in possession as of the card, and stated several times while speaking to a GM representative that I did not authorize the purchase. I would like to report the Marcus by Goldman Sachs for failing to protect me as a customer against fraudulent activity. This has been a very disheartening process over the last 17 months.

  Business Response

  Date: 08/14/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the GM Rewards Card via the Better Business Bureau (“BBB”)
  Complaint Portal on August 07, 2025. The Bank appreciates the opportunity to
  address the concerns raised by ****** ********* (the “Customer”) related to a
  transaction dispute with the merchant WALGREENS in the amount of $473.00.
  The Bank conducted an investigation and confirmed an inadvertent processing
  error occurred. The Customer initially disputed the transaction from January
  10, 2024 – July 2, 2025. The Bank applied a temporary credit while each
  dispute was investigated. Due to a processing error, the initial dispute was
  resolved incorrectly in the merchant’s favor. As a result, the temporary
  credit was reversed from March 15, 2024 – July 8, 2025. The Bank mailed the
  Customer correspondence detailing the dispute outcome for each dispute.
  The dispute was reopened on August 7, 2025, and the Bank applied a temporary
  credit while the dispute was re-investigated. The dispute was ruled in the
  Customer’s favor because further investigation supported the Customers claims
  that the transaction was unauthorized.  As a result, the temporary
  credit that was applied to the Customer’s account was made permanent on
  August 13, 2025. The Bank mailed the Customer correspondence detailing the
  dispute outcome to the physical address on the account profile. The Bank
  regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:08/06/2025

  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 applied online for the Apple Credit card by Goldman Sachs. I was denied and given an erroneous response. I called Goldman Sachs and the representatives made wild claims that it is TransUnion that approves and denies their credit cards. I asked to see what was communicated in my credit report and they said its all automatic and no one knows. They said they didn't have any knowledge of the Fair Credit Reporting Act and even remarked "You should try re-applying when your credit is better". I indeed have perfect credit with no debt. So they continue to slander me with false information which they refuse to provide. Then they refused to tell me where the company was headquartered. They said there was no one in the company with this information and that they couldn't transfer me to anyone else.

  Business Response

  Date: 08/13/2025

  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 August 07, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******* (the “Consumer”) related to a declined application for Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Bank’s records, the Consumer submitted the most recent application on August 05, 2025. When a consumer submits an application, the Bank evaluates multiple factors, including the consumer’s credit score, credit report (including current debt obligations), and the income reported on the application when reviewing the Apple Card application. Unfortunately, the Bank was unable to approve the Consumer’s application. Consequently, and in adherence with applicable law, the Bank sent the Consumer an email detailing the reasons the Bank was unable to approve the application on August 05, 2025. The Bank has provided the contact information for TransUnion on the email sent to the Customer on August 5, 2025. The Customer can contact TransUnion directly with concerns related to the accuracy of the information reported within the Consumer’s Credit Report. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 08/13/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23711288, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:08/06/2025

  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 got a call on 8/1/25 at 12pm from someone at Marcus saying to call back. I called back and they wanted to send a txt to my phone with a pin. I told them that I was not able to do that at that time as my phone was getting poor service and I would not be able to be on the call and get the txt at the same time. They told me they would "restrict my account" and that someone would be in contact. I get a letter the following week, stating that my account is restricted until I call the number in the letter. I call the number right away and after being on hold for >35 minutes while the person "looked into it" I was told my accounts were closed. When I asked why, I was told for security reasons but was not given detail as to what that meant. Again, I asked for details as to what that meant and the associate just kept repeating the same statement. I asked to speak to someone who could tell me what the "security reasons" were specifically and the lady told me she didn't understand what I was asking. I ultimately gave up, and asked to talk to her supervisor, continued to sit on hold for >20+ minutes and still have not been told as to why my account was closed. If my account is closed I should be told exactly why, "security reasons" could mean that my account was hacked, and if thats the case I would need to file a police report. The company was not able to provide me the specific "security reason" as to why my account was closed. After another 20 mins on hold I was told a different email address was used to access the account. I asked how that was possible if I have 1 email as the username, they told me that they don't know. When I was finally connected to ANOTHER supervisor I was told that I was told incorrect info and that my account was restricted and closed bc I used a diff IP. They made 1 attempt to contact me and when I called back was locked out of my account. The customer service for this company is absolutely awful.

  Business Response

  Date: 08/14/2025

  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 August 7, 2025. The Bank appreciates the
  opportunity to address the concerns raised by ***** ******** (the “Customer”)
  related to accessing their Certificate of Deposit (“CD”).
  On June 30, 2025, the Customer opened and funded their
  9-month CD. On July 2, 2025, the Bank conducted a review of the account and
  identified security concerns regarding the Customer’s linked external account. In
  accordance with the Bank’s Deposit Account Agreement, customers may only link an
  external account in their name. As a result, the Bank restricted the Customer’s
  CD until the security concerns could be resolved.
  On July 30, 2025, the Bank attempted unsuccessfully
  to contact the Customer to address the security concerns. Due to the ongoing
  security concerns, on August 1, 2025, the Bank made a business decision to
  close the Customer’s CD. Later that same day, the Customer contacted the Bank
  regarding the closure of their account, but the security concerns remained.
  On August 6, 2025, the Customer contacted the Bank again
  regarding the closure of their CD. Unfortunately, due to inadvertent errors, Bank
  specialists provided misinformation to the Customer regarding their account. Consequently,
  the Customer experienced a delay accessing their funds.
  After further review, the Bank determined that the
  funds within the CD must return to the original funding account. The Bank
  requires Customer authorization to proceed with the transfer of their funds. 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 for further assistance.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.

  Customer Answer

  Date: 08/14/2025

  
  
  Complaint: 23710869
  
  
  
  I am rejecting this response because:

  I called to verify the account. The external bank was also on the call and they verified the account. After being on the phone for over an hr, I was told that the money cannot be refunded and a dispute will be started. They were not able to tell me when my money world be refunded. This is unacceptable. They locked my account and removed all my money. They do not have a solution as to how to refund it. This needs to be fixed ASAP. I want a check mailed to my house, with 1 day certified express mail, right away. 

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