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:10/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/14/2025

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

  Customer Answer

  Date: 10/14/2025

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

• Initial Complaint

  Date:10/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/15/2025

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

  Customer Answer

  Date: 10/16/2025

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

• Initial Complaint

  Date:10/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/10/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on October 6, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the “Customer”) related to Wallet app functionality.
  
  The Bank conducted an investigation and confirmed no bank error occurred. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. In the complaint narrative, the Customer referenced concern related to an issue with the Wallet app. The Bank is unable to resolve technical related issues for applications on Apple devices. The Bank has notified Apple of the Customer’s technical issue. The Customer can manage the account online at card.apple.com if unable to view in Wallet. The Customer should contact Apple directly for further assistance with this issue.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 10/14/2025

  
  
  Complaint: 23980128
  
  
  
  I am rejecting this response because:

   

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

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

• Initial Complaint

  Date:10/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/09/2025

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

  Customer Answer

  Date: 10/09/2025

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

• Initial Complaint

  Date:10/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/09/2025

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

  Customer Answer

  Date: 10/10/2025

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

• Initial Complaint

  Date:09/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/06/2025

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

• Initial Complaint

  Date:09/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed a CD (ending in ****) due to financial hardship on September 26th and on the 29th, I called Marcus to see about possibly getting a hardship penalty waiver since the penalty fee was $106. I was told at that time that this could have been done if I had called in to close the CD and mention it then but apparently a few days later and no one there can simply credit my account even though the financial hardship is the same. I also chatted with customer service just prior to closing this CD and specifically asked if I could have a hardship waiver on the CD penalty and was told that was not an option. There is no mention of being able to close a CD and have the early penalty waived for hardship by calling in, it states that nowhere on the website, it does not state that anywhere when I closed it on the website and it seems very deceptive to basically hide this option from customers. If Goldman Sachs values me so little as a customer after having my accounts there for five years that refunding this penalty fee after just a few days can’t be done then I will be happy to move my funds over to another bank with better customer service with comparable rates for CDs and savings so there is no need to keep my money with Marcus in the future.
  
  This particular CD was only open for a few weeks, and I have a good amount of funds still held in this bank. I was unable to call when I closed it online due to being out of town (the times I have called, I have been on hold for a lengthy amount of time and it takes much longer than just going on the website), and it was right before the weekend when the bank is closed, so I called on Monday morning. At the time I opened the CD I was not expecting the hardship and my work hours to be cut so drastically on top of that, so I was forced to close it to cover some unanticipated expenses, having to pay $106 to access my own money is a rather ridiculous and very expensive fee.

  Business Response

  Date: 10/01/2025

  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 September 29, 2025. The Bank
  appreciates the opportunity to address the concerns raised by ******* *******
  (the "Customer”) related to an Early withdrawal Penalty (“EWP”) assessed
  on their Certificate of Deposit (“CD”).
  On May 10, 2025, the Customer
  opened a 14-month CD (account ending in ****), which the Customer funded on May
  18, 2025. On September 25, 2025, the Customer accessed the Bank's online portal
  and closed their CD prior to its maturity date. As a result, the Bank charged
  an EWP.
  On September 29, 2025, the
  Customer contacted the Bank requesting that the EWP be refunded and a Bank
  specialist erroneously advised an EWP waiver may have been available. However,
  in accordance with the Bank’s Deposit Account Agreement, CD accounts incur an EWP
  if a customer closes the CD prior to the maturity date. Unfortunately, the Bank
  is unable to accommodate the Customer’s request to refund their EWP.
  Based on the above details, the Bank kindly requests this
  complaint to be closed.

  Customer Answer

  Date: 10/01/2025

  
  
  Complaint: 23948178
  
  
  
  I am rejecting this response because it does not satisfy my complaint at all and this bank holds no accountability to the misinformation it provided me. I will be closing my accounts and moving all my funds to another bank once these CDs mature even though I have been here for six years. This bank is worth millions and can’t refund a measly $100 for financial hardship for a long term customer. Greed is clearly this bank’s bottom line and I will gladly move my money elsewhere. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/25/2025

  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.

  Dear Marcus by Goldman Sachs Customer Support,
  I am writing to formally dispute a $119 fee recently charged to my account, which I believe to be excessive, unjustified, and inconsistent with industry standards.
  Here is what occurred:
  - I scheduled a credit card payment to my Marcus account.
  - Due to an oversight, the payment was not withdrawn the following day by my credit card company.
  - Believing I had forgotten to schedule it, I manually transferred the funds to Marcus.
  - Subsequently, my credit card company attempted to withdraw the original payment from Marcus, which at that point had a $0 balance.
  - I fully understand that a fee may be assessed for insufficient funds—typically in the range of $20–$30.
  - However, Marcus charged me $119, which is outrageously disproportionate and far exceeds standard NSF (non-sufficient funds) fees.
  This charge feels punitive and exploitative. I am requesting:
  - A full breakdown and justification of the $119 fee.
  - A refund or adjustment of the fee to a reasonable amount in line with industry norms.
  - Assurance that such excessive fees will not be imposed in the future without clear disclosure.
  I value transparency and professionalism in financial institutions, and I hope Marcus will uphold these standards. If this issue is not resolved promptly, I will be filing a formal complaint with the Better Business Bureau and exploring other avenues for escalation.

  Business Response

  Date: 10/02/2025

  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 September
  25, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ******* ******* (the "Customer”) related to fees within their Online
  Savings Account (“OSA”).
  On
  September 23, 2025, the Bank received a withdrawal request from the Customer’s
  OSA to an external account. On September 25, 2025, the Customer contacted the
  Bank advising the aforementioned transaction was a fee charged externally and
  requested a reimbursement. Subsequently, the Bank opened an investigation into
  the Customer’s concerns.
  On
  September 29, 2025 and October 2, 2025, the Bank completed its investigation
  and contacted the Customer. During these calls, the Bank specialist advised the
  Customer the Bank does not assess fees and informed that the Customer’s credit
  card company initiated a transfer from the Customer’s OSA on September 23,
  2025. The Bank specialist advised the Customer the Bank was unable to provide
  the Customer with fee reimbursement as the Bank did not assess a fee and to
  contact the external bank for further assistance.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Marcus GM card ahead of purchasing my Chevy Bolt. I signed up for the card for the many benefits from Chevy EV owners, including the EV bill credit. If you pay your electric bill 6 times, you were to get $100 statement credit automatically. I should have earned multiple cycles of this by now, but the tracker disappeared from the Marcus website at some point. I contacted Marcus and GM, and they verified I would still get the credit as it is “on the back end” even if I don’t see it. I escalated this issue to the office of the president and they verified, it will go through. Now, my GM card has been transferred to *********, and ********* customer service will not approach this issue in any way. They refer me back to Marcus. The Marcus legacy line is completely disconnected, sending me back to *********. Prior, when I contacted GM about this issue, it took 3-5 months for them to get back to me. Can I please get my $200 credits, as I paid many of the bills, card is open and in good standing, can you please stand-by the bonus that was promised to me without so much additional work on my end? Thank you so much, let me know if you need more information.

  Business Response

  Date: 09/26/2025

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

  Customer Answer

  Date: 09/29/2025

  
  
  Complaint: 23917770
  
  
  
  I am rejecting this response because: We are caught in between these two companies and GM rewards. GM rewards will not allow me to file a BBB complaint, can it be forwarded to them as well? I am not sure that ********* will help as they have told me via phone that I need to contact Marcus because that program was under them. BBB, can you please help me get help from ********* or from GM? Or Marcus, can you please verify that I receive some kind of assistance? Thank you.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/06/2025

  Goldman
  Sachs Bank USA (the “Bank”), received the above referenced complaint via the
  Better Business Bureau on September 29, 2025. As of August 22, 2025, GM Card is
  no longer owned by the Bank. We would ask this complaint be redirected to GM
  Rewards. They can be
  reached at 1-844-764-2665 for further information.

  Customer Answer

  Date: 10/07/2025

  
  
  Complaint: 23917770
  
  
  
  I am rejecting this response because: You are not giving a good faith effort to assist a customer. Simply passing the buck with no assistance. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/19/2025

  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.

  My Marcus account is locked for no reason.
  
  My account was locked on September 18th and I unlocked my account by calling their customer service. However, the account was locked again on September 19th and this time I called in, they said that they do not have a way to unlock my account and they have escalated this issue. However, I have not heard anything back from them yet and I urgently need to access my account but no one from them was able to explain why my account was locked.

  Business Response

  Date: 09/26/2025

  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 September 20, 2025. The Bank appreciates the
  opportunity to address the concerns raised by *** *** (the “Customer”) related to accessing their jointly
  owned Online Savings Account (“OSA”).
  On September 16, 2025, the Primary Owner initiated an outgoing
  transfer from their jointly owned OSA to an external account. During the
  transfer processing review, the Bank identified security concerns regarding the
  transfer and attempted unsuccessfully to contact the Primary Owner to address
  the concerns. Consequently, the Bank declined the transfer and restricted  account access to the joint account until the concerns
  could be resolved.
  On September 18, 2025, the Customer contacted the Bank regarding their account access.
   During the call, a
  Bank specialist completed an authentication process to verify the Customer’s
  identity. However, due to an inadvertent error, the Bank specialist restored the
  Customer’s account access without addressing the security concerns affiliated
  with the Primary Owner’s
  account. As a result, the Bank later restricted the Customer’s account access
  until all security concerns had been resolved.
  On September 22, 2025, the Customer and the Primary Owner contacted
  the Bank in an attempt to resolve the security concerns. A Bank specialist
  proceeded to verify both account holders and confirmed the recent
  activity on their accounts. In addition, the Bank specialist attempted to verify the external
  account via a three-way call; however, the account holders declined to verify
  the account and the restrictions remained.
  After further review of the
  account, on September 23, 2025, the Bank
  made an exception to resolve the security concerns without verifying the external
  account. Subsequently, the Bank restored both account holders’ online banking
  access.
  Due to the experience, the
  Bank will be providing a credit to the Customer’s account as a token of goodwill
  in the next five business days.
  Based on
  the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 10/02/2025

  
  
  Complaint: 23910146
  
  
  
  I am rejecting this response because:

  This is not a rejection, just want to ask for more details. since this is already 5 business days from September 23rd, and I still have not received the credit, can you please advice where is the credit?

  
  
  
  Sincerely,
  
  
  
  *** ***

  Business Response

  Date: 10/06/2025

  BBB
  Response Luo
  ID
  23910146
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Better Business Bureau Complaint Portal on
  October 2, 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 previous response, the
  Bank would provide a credit to the Customer’s account as a token of goodwill. Unfortunately,
  the Bank experienced a delay in providing the credit to the Customer. On
  October 3, 2025, the Bank provided the credit to the Customer’s OSA (account
  ending in ****).
  Based on
  the above details, the Bank kindly requests that this complaint to be closed.
  

  Customer Answer

  Date: 10/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23910146, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ***