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:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/16/2025

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

  Customer Answer

  Date: 07/19/2025

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

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/15/2025

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

  Customer Answer

  Date: 07/15/2025

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

• Initial Complaint

  Date:07/08/2025

  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 Goldman Sachs Bank USA, I do not
  have a contract with Goldman Sachs Bank USA, they did not provide me with the original contract as i requested

  Business Response

  Date: 07/15/2025

  Goldman Sachs Bank USA (the “Bank”) received
  the above-referenced complaint related to the Apple Card via the Better
  Business Bureau (“BBB”) Complaint Portal on July 8, 2025. The Bank appreciates
  the opportunity to address the concerns raised by ***** ****** **** ****** (the
  “Customer”) related to credit reporting for the Apple Card.
  
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened an Apple Card and
  consented to the Apple Card Customer Agreement on February 28, 2021. As stated
  in the Apple Card Customer Agreement, the Bank may report information about the
  account to the Credit Reporting Agencies, which includes but is not limited to
  Late Payments, Missed Payments, or other defaults on the account. The account
  was charged off on August 31, 2024, as a result of the Customer failing to make
  a payment to satisfy the minimum amount due by February 29, 2024. The Bank
  successfully delivered Statement Available Reminders, Payment Due Reminders,
  Missed Payment Reminders, and Eligible for Credit Bureau Reporting reminders to
  the email address on file. The Bank is obligated to report accurately to Credit
  Reporting Agencies and is unable to remove the tradeline from the Customer’s
  credit report.
  
  The Bank confirmed the account was reported accurately to the Credit Reporting
  Agencies. However, during the investigation, the Bank confirmed TransUnion and
  Equifax, was not reporting the tradeline for the Apple Card. The Bank submitted
  a request to TransUnion and Equifax to reinstate the tradeline on the
  Customer’s credit report. The Customer should allow up to 30 days for the
  updates to reflect on their credit report. The Customer is responsible for the
  balance on the account in the amount of $2,284.56. The Bank 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.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:07/07/2025

  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.

  I have a credit card with Goldman Sach bank thru Apple credit card . Apple advertise you can add a person on your credit card to help build there credit . My ex wife still have access to my credit card to make any purchase as desire. I am financially bonded to this person for life with Goldman Sach. The only way to get rid of this person on my card is to cancel the entire account so risk my credit taking a hit twice . One to cancel the account and one to reopen an account I had for years before I added this person on my card to help build their credit .

  Business Response

  Date: 07/14/2025

  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 July 7, 2025. The Bank appreciates the opportunity
  to address the concerns raised by ***** ****** (the “Customer”) related to
  Apple Card account-ownership management. The Bank conducted an investigation
  and confirmed no Bank error occurred. A Co-Owner may not remove themselves or
  any Co-Owner from a Co-Owned Account. However, a Co-Owner may request to close
  the Co-Owned Account and then request a new individual account, subject to The
  Bank’s eligibility criteria in effect at the time. If a Co-Owner obtains a
  separate account, the Co-Owned Account will be closed. Co-Owners will remain
  responsible for any balances owed on the closed Co-Owned Account. The Bank
  attempted to contact the Customer on July 11, 2025, but was unsuccessful. Based
  on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/07/2025

  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.

  On June 27, 2025, I attempted to transfer $2,000 from my Marcus account to my Bank of America account using the app. Instead, due to a technical issue, the app pulled $2,000 from my Bank of America account into Marcus — this happened twice.
  
  On June 30, I did a wire transfer of $2,000 from Marcus to Bank of America with the help of customer service. The funds appeared in my Bank of America account briefly and were reversed without my authorization.
  
  Marcus is now holding $6,000 total ($2,000 wire + $4,000 from app errors) and says they’re investigating. I am closing on my home on July 14, 2025. This delay could cause me to lose my house.
  
  I am requesting immediate resolution and release of my funds.

  Business Response

  Date: 07/14/2025

  BBB Response *****
  ID 23563680
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau Complaint Portal on July 7, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the “Customer”) related to accessing the funds in their Online Savings Account (“OSA”).
  According to the Bank’s records, on June 26, 2025, and June 29, 2025, the Customer initiated two incoming transfers from their external account to their OSA.
  On June 30, 2025, the Customer contacted the Bank to initiate an outgoing wire transfer from their OSA to an external account. Subsequently, the Bank processed the Customer’s request to transfer the funds to their external account. The following day, the Customer contacted the Bank and informed the Bank specialist that they did not receive the funds to their external account. As a result, a Bank specialist opened an investigation into the Customer’s concerns.
  Separately, on July 8, 2025, the Customer contacted the Bank to initiate another outgoing wire transfer request from their OSA to an external account which the Bank successfully processed that same day.
  Currently, the Bank is still investigating the Customer’s concerns regarding the outgoing wire transfer previously requested in June.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/02/2025

  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 account was frozen during a transaction which resulted in outside fees and penalties. I have requested a letter stating that my account was frozen during that transaction to submit to remove these penalties and the financial institution has told me they are unable to furnish any information / letter regarding that account freeze / fraud alert. I was never called or emailed regarding the freeze and now cannot get any documentation that they froze my account. Today July 02, 2025 I again requested a letter simply stating that there was a transaction returned due to fraud detection and was told that there was no way anyone could provide a letter. I was told that this institution has no way to provide any documentation about fraud alerts or account freezes to me regarding my own account. To make this right, I would like them to provide a letter stating that my account was frozen due to fraud detection on the affected dates. This is a reasonable request and they have so far refused to provide any help beyond form letters regarding my owning an account with them.

  Business Response

  Date: 07/09/2025

  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 July 2, 2025. The Bank appreciates the opportunity to address the concerns raised by ********* ******* (the "Customer) related to their ************** Account (OSA).
  On May 2, 2024, the Bank conducted a review of the Customers account and erroneously restricted the Customers online banking access. Due to this restriction, the Customers request to withdraw funds from their OSA on June 14, 2024, was declined by the Bank.
  On June 18, 2024, the Customer contacted the Bank regarding the declined withdrawal request. Subsequently, a Bank specialist removed the restriction from the Customers account. On June 20, 2024, the Bank successfully processed the Customers request to transfer funds from their *** to an external account.
  On March 24, 2025 and July 1, 2025 the Customer contacted the Bank to request a letter regarding the declined transaction. Currently, the Bank is in the process of providing a letter to the Customer to be mailed to the address on file.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/12/2025

   
  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.
  

  Thank you for your assistance in resolving this matter. 

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

• Initial Complaint

  Date:07/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter, **** *****, opened an account with Marcus Bank and included me as a joint account holder. We provided all the details about our individual Social Security Number, Date of Birth, e-mail ID, address, phone number etc. We transferred funds from our external PNC bank account to Marcus Bank and operated the account as usual.
  About two weeks back we wanted to transfer money from Marcus bank and called customer service number. I was asked to verify my name, DOB and last 4 digits of SSN, which I provided. The agent told me that my information are not matching with the system. Then both me and my daughter called them in a conference call and provided our individual information. Again, we're told that the information is not matching. We then realized that Marcus's system mixed up information about my daughter and me. The account shows my name with my daughter's SSN, DOB and e-mail ID. Since we realized this issue, we have been jointly calling many times in the last two weeks and spent many hours on the phone with different departments and agents. At the beginning of every call, we were told that this issue can be resolved and then we’re transferred to another department. The new specialist starts with same questions - the last 4 digits of SSN, name and DOB. As we told the true information and do not match with the system. The specialist do not do anything and end the call asking us to call again. We are back to square one!! This process is going on for last two weeks!! We are frustrated with this mental agony by Marcus Bank!! We are in the process of closing a house and urgently needed this money for closing but due to their system error, we couldn't utilize our hard-earned savings!!
  We want Marcus to pay for the time we spent on phone and for the mental suffering! We want to close the account and transfer the money to our external account which has been verified.
  I request BBB to help us resolve this issue. My contact phone number is ***********.

  Business Response

  Date: 07/09/2025

  BBB Response *****
  ID 23548096
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau Complaint Portal on July 2, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the "Customer”) related to accessing funds in their jointly owned Online Savings Account (“OSA”).
  On June 23, 2025, the Customer initiated multiple transactions from their OSA to an external account. During the transfer processing reviews, the Bank identi??ied security concerns regarding the transactions, declined the transfers, and restricted the OSA.
  On June 25, 2025, the account owners contacted the Bank regarding the declined transfers. To resolve the security concerns, a Bank specialist completed an authentication process to verify the account owners’ identities and con??irmed they authorized the previous transactions. Subsequently, the Bank specialist restored their online banking access.
  On June 27, 2025, the Customer contacted the Bank requesting to close their OSA. However, the Bank identi??ied additional security concerns regarding the Customer’s pro??ile, declined the closure request, and restricted the account. Unfortunately, due to inadvertent errors, the Customer experienced a delay in the closure of their OSA.
  After further review of the Customer’s pro??ile, on July 6, 2025, the Bank resolved the security concerns and restored the Customer’s online banking access. On July 8, 2025, the Bank successfully processed the Customer’s request to close their OSA with funds transferring to a linked account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/02/2025

  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 attempted to transfer money from Marcus saving to my WISE bank account on May 27th 2025, but the transfer was denied and my account was locked by ******************** without any notifications. I called them the same day to see what happen with my account. The first representative transfer me to the special team to help me. After a long phone call they said they cant not verify my identity even I provided all the correct information. They will mail me an Affidavit of identify form and wanted me to do the notarized and mail it back to them. Waited almost two weeks I still didnt receive the form and I called them again on June 10rd for a status update. This time I request to close my account instead because i cant wait another 2 weeks. But they said they can do nothing at this time and they will mail me another form. I called a week later again on June 10th since I still havent receive the form. the representative checked the history and did a three way call with *********, we together went over the information. After the phone call, they told me that now they only need me to mail my wise bank statement instead of the Affidavit of Identify form. I mailed the statement as they requested. Waited another two weeks, I never received any update information from Marcus and I called them one more on July 1st and asked them the unlock status my account. This time they still do nothing and I requested to talk to their supervisor. The supervisor name **** was rude and just told their system updating and want me to call them another day. I am filing complaint because they have withheld my money from me for an unreasonable amount of time considering the circumstances. I have received inconsistent information, no formal notice or follow-up communication, and no ability to escalate the issue effectively. This indefinite hold on my account has disrupted my financial plans and created unnecessary stress.

  Business Response

  Date: 07/09/2025

  BBB Response Guan
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on July 2, 2025. The Bank appreciates the opportunity to address the concerns raised by ******** **** (the Customer) related to accessing funds in their ************** Account (OSA).
  On May 27, 2025, the Customer initiated an outgoing transfer request from their *** to an external account. During the transfer processing review, the Bank identified security concerns, declined the transaction, and restricted the account.Later that same day, the Customer contacted the Bank regarding the declined transfer, but the Customer could not be authenticated. As a result, a Bank specialist requested the Customer to complete an Affidavit of Identity to resolve the concerns; however, due to a processing error, the Bank did not provide the documentation to the Customer.
  On June 17, 2025, the Customer contacted the Bank regarding their account access. On the call, a Bank specialist successfully verified the Customers identity using alternative methods, and confirmed that the Customer authorized the previous transfer request. In addition, a Bank specialist attempted to conduct a three-way call with the external institution to verify the ownership of the external account; however, the external institution could not provide the required information. Subsequently, the Bank specialist requested the Customer to provide a bank statement to verify the account.  
  After further review, on July 2, 2025, the Bank made an exception to resolve the concerns without the need of an external statement. Subsequently, the Bank restored the Customers account access. Later that same day, the Bank processed the Customer s request to close the account 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: 07/11/2025

   
  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:06/30/2025

  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.

  Apple charged my Apple Card without authorization. Goldman Sachs allowed these charges. My default payment method has always been my Amazon Prime card. This was a breach of trust and user control. *** I am filing a formal complaint regarding unauthorized charges applied to my Apple Card, issued by Goldman Sachs, despite my Amazon Prime Visa being set as my default payment method in Apple Pay for as long as I’ve been using the service.
  
  I did not authorize these charges, nor did I ever intentionally use the Apple Card. Apple’s system overrode my selected default payment method without my consent, resulting in a $753 balance being fraudulently applied to a card I never meant to use. This is a deceptive and unethical use of my stored payment data, and it undermines my consumer rights.
  
  I demand the following:
      1.    A full investigation into how these charges occurred.
      2.    Immediate reversal of all unauthorized charges.
      3.    Permanent disconnection of the Apple Card from my Apple ID and Apple Pay accounts.
      4.    Written acknowledgment from all parties that my complaint has been received and acted upon.
  
  I am submitting this complaint in writing because the phone support process has been frustrating, exhausting, and ineffective. I want a paper trail and a written resolution.

• Initial Complaint

  Date:06/30/2025

  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 closed my savings account without permission and is withholding my funds (approximately $40,000). I'm seeking the immediate return of that money.
  On June 9, 2025, I made a deposit of $6,736.00 to my online savings account with Goldman Sachs. On June 12, I was notified that because I had logged in to my online account via my mobile device from the state of Michigan, my account had been locked due to a fraud investigation (I live less than 40 miles from Michigan). After completing a security review and finding no fraud, Goldman Sachs required me to open a new account, where $35,069.09 was transferred from my old account. The $6,736.00 deposit was held in the old account pending additional review.
  On June 16, 2025, the $6,736.00 were made available.
  On June 30, 2025, I logged on to my online savings account and had no funds and no accounts available. Upon contacting Goldman Sachs, I was told that both savings accounts (old and new) had been closed due to the $6,736.00 having been on hold during the time in which they required me to open a new account, and that none of my funds were available without opening a dispute with the bank for having closed the accounts without my permission. I was told that the dispute resolution process can take up to 45 business days, during which time I have no access to any funds, and no ability to check on the status of the dispute. I'm seeking help to regain access to my money.

  Business Response

  Date: 07/07/2025

  BBB Response *****
  ID 23538764
  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 June 30, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the “Customer”) related to their Online Savings Accounts (“OSA”).
  On June 11, 2025, the Bank identified security concerns regarding the Customer’s profile and restricted their account. The following day, the Customer contacted the Bank regarding their account access. To resolve security concerns, a Bank specialist completed an authentication process to verify the Customer’s identity and confirmed the recent login activity on the account. Unfortunately, the Bank specialist did not address the remaining security concerns on the account. Consequently, the Bank closed the Customer’s OSAs on June 16, 2025 due to the outstanding security concerns.
  On June 30, 2025, the Customer contacted the Bank regarding their OSAs and a Bank specialist opened an investigation into the Customer’s concerns. Currently, the Bank is in the process of reopening the Customer’s OSAs.
  Due to the experience, the Bank has provided the Customer with a credit to their account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/11/2025

  
  
  Complaint: 23538764
  
  
  
  I am rejecting this response because:

  While some of my money has been returned, some is still missing. When the accounts were closed on 6/16, interest was deducted ($476.54). In every interaction I've had, I've been told by customer service that all the funds would be returned, including interest. I spoke with customer service today (7/11; case #************) and was told that a "request to return interest" was never entered by Marcus staff. When those funds are returned, with interest, I will consider this matter resolved.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 07/24/2025

  BBB
  Response ***** 
  ID 23538764
  Marcus by Goldman Sachs, a brand of
  Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint
  via the Better Business Bureau Complaint Portal on July 17, 2025. The Bank
  appreciates the opportunity to address the additional concerns raised by *****
  ***** (the "Customer”) related to their Online Savings Account
  (“OSA”).
  Per
  the Bank’s previous response, concluding
  the review on July 7, 2025, the Bank reopened the OSA and credited the funds
  back to the Customer’s account. The following day, the Bank successfully
  processed the Customer’s request to transfer funds from their OSA to an
  external account.
  On
  July 11, 2025, the Customer contacted the Bank regarding their accrued interest
  on their OSA and the Bank opened an investigation into the Customer’s concerns.
  After
  further review, on July 24, 2025, the Bank successfully posted the appropriate
  interest to the Customer’s OSA.
  Based on the above details, the
  Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/29/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23538764, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****