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:04/04/2025

  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.

  This is a bank error!! This account shouldve never been opened! I have been trying to get this fixed forever. Im not too tech savvy and tried to open a joint account with my boyfriend but realized it was only a savings account with his name but my personal information on it. The account shouldve never been able to be opened! This is a bank error!! We didnt realize until we started saving and tried to change the name but they did not allow name changes and we left it alone.Since Ive forgotten the password and tried to reset it theyve locked the account multiple times. After weve called and told them the problems we were having they got the account closed which was fine but they havent given us any information on how we can get the balance that was in the account. We just want our money back!! The account was never giving us trouble before we barely used it but the fact that they dont have an estimated time to return the funds, they dont have initial date of closure the dont even give information on your own money. This has taken far too long when people actually need their money. Because its an online only bank its not like you can walk in and get answers. They never follow up with you. They promise to call you back and never do. I always have to call and chase them. They are always giving pushback and limited information claiming that they cant see anything on their end. Ive called over a month ago and they still act like they do not have answers for when I will get my money back. I havent had access to my account in months! This is not how you treat hardworking customers. After researching I see why I am not the only one writing about this bank. They are crooks and scammers. Do yourself a favor a never bank with Marcus Goldman Sachs.

  Business Response

  Date: 04/11/2025

  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 April 4, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the "Customer) related to accessing funds in their ************** Account (OSA).
  On February 11, 2025, the Bank identified security concerns with the Customers identity on their OSA. Subsequently, the Bank restricted the Customers OSA until the security concerns could be resolved. Due to the ongoing security concerns, on March 21, 2025, the Bank made a business decision to close the Customers OSA.
  On April 4, 2025, the Customer contacted the Bank regarding the closure of their OSA, but the security concerns remained. On April 7, 2025, the Customer contacted the Bank regarding their account. To resolve the security concerns, a Bank specialist successfully verified the Customers identity by using alternate methods and the information used at the time of the account opening. Subsequently, the Bank restored the Customers account access and re-opened the OSA.
  On April 10, 2025, the Bank successfully processed the Customers request to transfer the funds from their *** to an external 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.

• Initial Complaint

  Date:04/03/2025

  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 am trying to retrieve approximately $16,000 from my Marcus by Goldman Sachs savings account on April 3rd, but I have been unable to access the funds. I contacted customer service and was told that my account is currently under review. However, they could not provide any timeline for when this review will be completed.I explained that I urgently need the money to pay my rent, but they still could not give me any estimated resolution time. When I asked why my account was under review or what triggered it, the representative said they had no informationthey only knew that it was under ********* this point, my account and funds are essentially locked, and I have no idea when or if I will be able to access my own money. I am extremely frustrated and stressed by the lack of transparency and communication.

  Business Response

  Date: 04/09/2025

  BBB Response Qian
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 3, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** **** (the "Customer) related to accessing funds in their ************** Account (OSA).
  On April 3, 2025, the Bank conducted an account review and identified security concerns regarding the Customers account. The Bank attempted to contact the Customer to address the concerns, but the attempt was unsuccessful. Subsequently, the Bank restricted the Customers online banking access.
  On April 4, 2025, the Customer contacted the Bank regarding their account access. On the call, the Bank specialist assisted in resolving the security concerns and restored the Customers online banking access. Later that same day, the Bank successfully processed the Customers request to transfer funds from their OSA to a linked account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:04/01/2025

  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.

  I am not liable for this debt with Apple Card, I do not have a contract with ***********, they did not provide me with the original contract as I requested.

  Business Response

  Date: 04/07/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 1, 2025. ******** appreciates the opportunity to address the concerns raised by ***** ***** (the Customer) related to validation of the debt owed for the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on May 21, 2020. As stated in the Apple 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. ******** is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account.
  ******** confirmed the account was reported accurately to the **************************** The account charged off on September 30, 2022 as a result of the Customer failing to satisfy at least the minimum amount due by March 31, 2022. As a result, the account was reported past due to the Credit reporting Agencies. ******** is obligated to report accurately to *************************** and is unable to update the Customers credit reporting. ******** is unable to remove the inquiry or trade line from the Customers credit report.
  ******** sent the Customer the requested documents on April 4, 2025 validating the Customer's debt including a copy of the Apple Card Customer Agreement and full statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $1,682.77. The Bank attempted to contact the Customer on April 3, 2025 and April 4, 2025 but was unsuccessful.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/31/2025

  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.

  Marcus by goldman sachs has place my account on hold do to identify my identity and has done so many times over the phone but not restoring my account to were I can access my money only giving me the run around to one person after another day after day

  Business Response

  Date: 04/07/2025

  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 March 31, 2025. The Bank appreciates the opportunity to address the concerns raised by *** ****** (the "Customer) related to accessing the funds in their ************** Account (OSA).
  On March 25, 2025, the Customer funded their OSA with a check. On March 26 and March 27, 2025, the Customer initiated two outgoing transfer requests from their *** to unlinked external accounts. During the transfer processing review, the Bank identified security concerns regarding the transfer, declined the transfer requests, and restricted the *** until the security concerns could be addressed.
  Between March 27 and April 1, 2025, the Customer contacted the Bank regarding their OSA access, but the security concerns remained. Due to the ongoing security concerns, on April 2, 2025, the Bank made a business decision to close the Customers *** and mailed the funds via check to the original funding institution.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23139193
  
  I am rejecting this response because: marcus by goldman sachs lie and sent me a sub check and didn't send no check back to funded  bank there holding my money iv got time lines that they messed up on the hole 03/19/25 check sent  03/25/25 check funded the 03/26/25 account froze and i called every day to see why my account was frozen and passed every security test question and a sup there gave me no answer All I was is my $5,271.19 sent to my p1fcu account 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:03/31/2025

  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 a charge on my apple card that was not mine. It was $139 for a subscription I called apple support six times over the course of a year and told them. All six times I submitted documentation to prove I didn't purchase the subscription. All six times the support opened cases and they still will not remove the charge on my account. Now I'm afraid if I don't pay it it will affect my credit

  Business Response

  Date: 04/04/2025

  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 March 31, 2025. ******** appreciates the opportunity to address the concerns raised ****** ******* (the Customer) related to a transaction dispute with the merchant ********************************** in the amount of $139.00.
  ******** conducted an investigation and confirmed no bank error occurred. The customer disputed the transaction on March 20, 2024, March 23, 2024, July 16, 2024, September 19, 2024, and December 27, 2024. ******** applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided at the time, the Bank resolved the dispute in favor of the merchant. As a result, the temporary credit was reversed on March 23, 2024, July 15, 2024, September 19, 2024, November 13, 2024, and February 05, 2025. ******** sent the Customer an email detailing the dispute outcome.
  The dispute was reopened on April 02, 2025, and a temporary credit was provided. Based on an investigation and new evidence provided, the dispute was resolved in the Customers favor. As a result, the temporary credit that was applied to the Customers account was made permanent on April 02, 2025. ******** sent the Customer an email detailing the dispute outcome.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 04/12/2025

   
  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:03/30/2025

  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 have been with Marcus by Goldman Sachs for over two years. I opened several **s and one of the ** with $60000 was recently closed on maturity and fund was transferred to Goldman Sachs savings account. I transferred the money in my savings account to one of my external linked accounts and the money got transferred but returned to Goldman Sachs the next day and they broke the link and locked my account. I called customer service/Security/Supervisor at Security and they said they can't authenticate my phone number which is never changed since I opened the account. But I changed the cell phone provider. The said they are sending the form and I never got one. The money is for closing the house that I was supposed to close on 4/2/2025. I still don't have access to the fund and I would be paying $250 per day if I don't close on 4/2/2025. In this world and age, I can't believe Goldman Sachs can't prove the identity of a customer any other way. I would like ********************************************* to contact me as soon as possible and unlock my account as soon as possible.

  Business Response

  Date: 04/03/2025

  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 March 30, 2025. The Bank appreciates the opportunity to address the concerns raised by B ************ (the "Customer) related to accessing their ************** Account (OSA).
  On March 25, 2025, the Bank received a withdrawal request from the Customers *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted to contact the Customer. Subsequently, the Bank declined the transfer request and restricted the OSA.
  The following day, the Customer contacted the Bank and a Bank Specialist assisted with authenticating the customer. However, the Bank Specialist erroneously did not resolve the security concerns and remove the restriction. Consequently, when the Customer contacted the Bank later that same day, the Customer was advised an Affidavit of Identity ***** was required to resolve the security concerns.
  On March 31, 2025, after further review, the Bank contacted the Customer and successfully removed the restriction from the Customers OSA and advised an *** is no longer needed. That same day, the Customer initiated a transfer request from the *** to a linked external account, which the Bank successfully processed.
  Due to the experience, the Bank will provide a credit to the Customers account as a token of goodwill within the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 04/04/2025

   
  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.However, I would like to point out that Goldman Sachs erroneously blocked me due to change in my cell phone carrier although my numbers remains same.  They need to resolve this technical glitch so that other customers do not need to go through the experience that I went through and it is not a good one.

  Thank you !
  
  Sincerely,
  
  B ************

• Initial Complaint

  Date:03/30/2025

  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.

  On March 7, 2025, I was notified of a new address added to my credit report. Upon investigation, I found that Marcus had added another address to my credit report. The address was clearly an INCOMPLETE address. I contacted them that day as per the credit bureau's recommendation. I was told by Marcus that the error would be corrected within 2 weeks. Nothing has been done. I contacted them again today, March 30, to find out why. They can only say it is still in process, but do not know what the holdup is. They say they cannot escalate (even though the error should have already been corrected) or advise what the delay is. I just want them to do their job and correct the error and notify me in a timely manner that the issue has been resolved.

  Business Response

  Date: 04/04/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on March 30, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ********* (the Customer)related to credit reporting for the ********************* conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the account and address on file was reported accurately to the ************************** The Bank is not able to issue credit reporting updates related to the Customers address. The Customer may contact the ************************* directly to validate and potentially dispute invalid information within the credit report. The Bank contacted the Customer on March 31, 2025, to address the concerns and advise the Customer any changes in credit bureau reporting related to personal information, the Customer will need to speak to the credit reporting agencies directly.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23135287
  
  I am rejecting this response because:

  A representative from the bank contacted me. I believe that this is a lack of training among the bank's customer service representatives. She said that the address shown on my account with them is correct, (which it is). However, the address they had sent to Experian was CLEARLY an INCOMPLETE ADDRESS of my previous address (from 3 years ago), not my current address. They had submitted an Apt number, city, state and zip code, (no house number or street name was included) to Experian. She said that although their company had submitted the information, there was no way for them to correct it, which is unacceptable. AND in her "closing" out the complaint, sent me an email saying my recent dispute has been closed out, finding the information of a late payment was in fact confirmed. We never talked about any late payment and my account with them has always been paid on time. Unbelievable, Shaking my head...
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/29/2025

  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.

  I am filing a formal complaint regarding the mishandling of my funds and the failure of Marcus by Goldman Sachs to provide a resolution. Below is a summary of events:March 17, 2024 Transferred all funds from my No-Penalty CD to a Marcus ************** account.March 19, 2024 Initiated a $7,000 escrow wire transfer, but support said wires under $10,000 were not allowed. After increasing the amount to $10,000, they still refused, offering no explanation. Attempted a transfer to my joint KeyBank account, but it was denied due to my wife being the primary account holder.March 21, 2024 Tried transferring funds to a ******* account where I am the primary holder. Marcus called just before support closed, stating the transfer failed but offering no solution.March 26, 2024 Followed up and was incorrectly told the transfer was flagged as third-party. A *** suggested closing my account to receive a check, which I initially agreed to but later canceled. Attempted another transfer to a personal account solely in my name, but was then told there was a security hold.March *****, 2024 Multiple calls to support resulted in no resolution. I was denied access to speak with anyone handling the case and told to "call back later."March 28, 2024 A specialist incorrectly claimed my funds needed to be returned to my grandfather, despite them being in my Marcus accounts since June 2024. No solution was offered, and I was denied a case number or direct contact for ************ has been two weeks, and I still cannot access my money, severely impacting my home purchase. I demand immediate release of my funds and a written explanation. If unresolved, I will escalate this to the **** and other regulatory agencies.

  Business Response

  Date: 04/03/2025

  BBB Response Austin
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 29, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ****** (the "Customer) related to a wire transfer from their ************** Account (OSA).
  Per the Banks records, on March 18, 2025, the Customer initiated an outgoing wire transfer from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer which required a call with the external institution. Subsequently, the **** attempted unsuccessfully to contact the external institution and declined the transfer.
  On March 19, 2025, the Customer contacted the Bank to initiate another wire, and the Bank informed them they are not eligible to initiate a wire to a third party, as detailed in the Banks Deposit Account Agreement. As an alternative, on March 21, 2025, the Customer requested an outgoing wire from their OSA to a separate external account; however, a Bank specialist inadvertently declined the transfer and restricted the account. Consequently, the Customer experienced a delay in accessing their funds.
  After further review of the Customers profile, on March 31, 2025, the Bank restored the Customers online banking access. The following day, the Bank successfully processed the Customers request to transfer the funds from their OSA to their linked account.
  Due to the experience, the Bank will be providing the Customer with a credit to the account as a token of goodwill within the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 04/04/2025

   
  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:03/27/2025

  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 been depositing with Marcus for many years. The external account linked to Marcus deposit accounts are exactly the same accounts under my name for many years.
  
  Starting last year, each time I try to move money to the same external accounts, the system locks me. I have to spend 3 way calls with Marcus and the external banks to prove they are my accounts under my name 4 times!!!!!!
  
  I requested explanation call back from Marcus, nothing happened. I tried to move the fund for 2 dollars, the system locked me again!!!!!!!

  Business Response

  Date: 04/01/2025

  BBB Response Meng
  ID ********
  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 March 28, 2025. The Bank appreciates the opportunity to address the concerns raised by **** **** (the "Customer”) related to accessing their Online Savings Accounts (“OSA”).
  On December 9, 2024, the Customer initiated an outgoing transfer request from their OSA (account ending in ****) to an external account. During the transfer processing review, the Bank identified security concerns regarding the original funding account and sent a correspondence to the Customer’s e-mail address. Consequently, the Bank declined the transaction and restricted the accounts.
  On December 14, 2024, the Customer contacted the Bank regarding the transaction. To resolve the security concerns, the Bank specialist completed an authentication process to verify the Customer’s identity and confirmed the Customer had authorized the transaction. During the call, the Customer requested to be contacted at a later date to address the remaining security concerns. On December 16, 2024, the Bank attempted unsuccessfully to contact the Customer to resolve the remaining security concerns. As a result, the Customer’s accounts remained restricted until the security concerns could be addressed.
  On February 18, 2025, the Customer contacted the Bank regarding their account access. To resolve the remaining security concerns, a Bank specialist completed a three-way bank call with the Customer and original funding institution successfully verifying the ownership of the original funding account. Unfortunately, due to an inadvertent error, the Customer experienced a delay in regaining access to their accounts.
  After further review, on March 28, 2025, the Bank restored the Customer’s online banking access. Due to the experience, the Bank will be providing the Customer with a credit to their account as a token of goodwill within the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/27/2025

  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.

  02/01/2025, CD, Locked Out Of My Account, Can't access my account, No - they keep telling me my account is under review, No one can tell me why It's been over a month now'On their website and on TV

  Business Response

  Date: 04/03/2025

  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 March 27, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ***** (the "Customer) related to accessing their online banking profile.
  According to Bank records, on February 28, 2025, the Bank conducted an account maintenance review and identified security concerns regarding the Customers identity. For the protection of the Customer, the Bank restricted the Customers accounts until the security concerns could be resolved.
  After further review, the Bank determined that restricting the Customers accounts had been erroneous. Subsequently, on March 31, 2025, the Bank restored the Customers account access. Due to the experience, the Bank has provided a credit to the ************************ Account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.