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:12/20/2024

  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 disputed numerous charges that I did not authorize, specifically for a subscription I never signed up for. Ive been charged $9.99 since September 2023. However, ***** wont provide the merchants phone number so I can contact them directly. Instead, they issued me a provisional credit, which they later charged back to my ****************** never contacted me for additional information via text, email, or phone. They also refuse to provide the phone number of whoever might contact me, which makes me doubt they even attempted to follow up on the disputes. I emailed them supporting information, but they never responded.

  Business Response

  Date: 12/27/2024

  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 December 20, 2024. ******** appreciates the opportunity to address the concerns raised ***** ******* (the Customer) related to a transaction disputes with the merchant **** in the amount of $9.99.
  The account reflects 16 transactions from **** starting in September of 2023 for $9.99 each. The Customer initially disputed six of the transactions on December 06, 2024. The **** applied temporary credits while the disputes were investigated. Based on the investigation, the Bank resolved all six disputes in favor of the Customer. As a result, the temporary credits that were applied to the Customers account were made permanent on December 17, 2024, December 19, 2024, and December 23, 2024. ******** sent the Customer emails detailing the dispute outcomes.
  ******** attempted to contact the Customer on December 23, 2024, but was unsuccessful. The Customer contacted the Bank on December 23, 2024, and the remaining 10 transactions were disputed. The **** applied temporary credits while the disputes were investigated. Based on the investigation, the Bank resolved four additional disputes in favor of the Customer on December 23, 2024. ******** sent the Customer emails detailing the dispute outcomes. The remaining six disputes remain under investigation, and the Bank expects completion within 2 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.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:12/19/2024

  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.

  Marcus placed my account on hold despite we did three way call to verify the account I used to fund it is closed. They wouldn't release fund. Does not tell me when this will be resolved. Asking me to call again. Everytime they put me on hold the told me to wait. This bank is the only bank I have had problem in my entire life. What a fraud.

  Business Response

  Date: 12/24/2024

  BBB Response Niu
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on December 19, 2024.  The Bank appreciates the opportunity to address the concerns raised by *** *** (the "Customer) related to accessing the funds in their ************** Account (OSA).
  On December 17, 2024, the Customer initiated multiple outgoing transfers from their *** to separate external accounts. During the transfer processing reviews,the Bank identified security concerns regarding the transfers and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfers and restricted the ***.
  On December 18, 2024, the Customer contacted the Bank regarding their account access. On the call, the Bank specialist informed the Customer that the funds needed to return to the original funding account. However, the Customer confirmed that the funding account had been closed. Subsequently, the Bank specialist conducted a three-way call with the external institution to verify the account had been closed. After the call, the Bank specialist restored the Customers account access. Later that same day, the Customer re-initiated the transfers, but the Bank identified the same security concerns and declined the transactions.
  On December 23, 2024, the Customer contacted the Bank requesting to close their OSA and receive the remaining balance of the account via check to their address on file. Currently, the Bank in the process of closing the account.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:12/16/2024

  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 closed. They allegedly tried to send the funds from the closed account to my external bank, but was unsuccessful. I did not receive a letter regarding this. A check was not mailed since the transfer failed. I called for a status update and was told that I would receive a call back that never came. I called again and put in an official written dispute that was delivered by *** on 12/4. As of 12/16, I still have not received by funds by electronic transfer or check. My money could have been gaining interest from another reputable bank during this time.

  Business Response

  Date: 12/23/2024

  BBB Response ******
  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 December 16, 2024. The Bank appreciates the opportunity to address the concerns raised by ******** ****** (the Customer) related to the closure of their ************** Account (OSA).
  On September 16, 2024, the Bank sent a notification requesting the Customer provide a signature card for their OSA by September 20, 2024. As the signature card was not received, on October 4, 2024, the Bank made the business decision to close the Customers account and sent funds to original funding account. On October 25, 2024, the Customer contacted the Bank and informed the Bank specialist that the external institution had not received the check. Subsequently, the Bank opened an investigation into the Customers concerns.
  On December 18, 2024, the Bank completed its investigation and placed a stop payment on the original check sent. On December 19, 2024, the Customer initiated closure of their OSA with funds transferring to their linked account and the Bank successfully processed the closure as requested.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 12/30/2024

   
  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:12/16/2024

  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 CD account was matured on 12/3/2024, I selected to close the account and transfer the fund to my external account way before this date. End up the fund is still in the CD account as of today's date 12/16/2024. When you login to the account, it tells you the CD account is closing and it takes 3-5 business days to process. 5 days passed, the fund was still there, I called to find out what happen, they said they needs a 3-way verification call with my external bank before they could transfer the fund. No body call/email/showing on the website to tell me this needs to be done. okay it was finally done and they said everything was cleared and I should see the fund in the external account in another 3-5 business day, okay another few days pass, the fund is still not moving, I called again today, they said they needed to submit a fault wavier and someone will contact me within 5 business days to confirm. then another 3-5 business days to transfer the fund. What did I do? I just want my money back and now i was told i would not see it until a month later after the matured date.

  Business Response

  Date: 12/20/2024

  BBB
  Response **
  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 December
  16, 2024.  The Bank appreciates the
  opportunity to address the concerns raised by **** *** ** (the “Customer”)
  related to the closure of their Certificate of Deposit (“CD”).
  On
  September 16, 2024, the Bank identified security concerns regarding the Customer’s
  account and restricted the CD. Unfortunately, the restriction impacted [KS1] the Bank’s ability to process the
  Customer’s request to close their CD (account ending in ****) at maturity on
  December 3, 2024.
  On
  December 11, 2024, the Customer contacted the Bank regarding the closure of
  their CD (ending in ****). To resolve security concerns, a Bank specialist
  assisted the Customer with conducting a three-way call with the external
  institution to successfully verify the ownership of the external account. As a
  result, the Bank specialist restored the Customer’s online banking access.
  After
  further review, on December 19, 2024, the Bank attempted unsuccessfully to
  contact the Customer to assist with closing the CD (ending in ****). The Bank
  requests the Customer call the Bank toll-free at 1-855-730-SAVE (###-###-####), Monday to Friday, 8 am – 10 pm, or Saturday to Sunday, 9 am – 7
  pm ET for further assistance.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  
   [KS1]As
  per fraud review - ********** fraud restrictions remain due to external acct
  verification needed. Once verification is completed and fraud restrictions are
  removed. CD maturity to proceed. 

• Initial Complaint

  Date:12/15/2024

  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.

  To Whom It May Concern, I was unaware of this debt and did not have the opportunity to dispute this account. If you believe you sent proper notification, please provide Certified Mail with receipt displaying my signature. If not please suppress and delete account *************off all 3 credit reporting agencies or I will seek litigation. Account Number: ************

  Business Response

  Date: 12/20/2024

  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 December 15, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** *** (the Customer) related to validating the debt owed for **************************** conducted an investigation and confirmed no Bank error occurred.According to the Banks records, the Customer opened the account on October *******. During the application process, the Customer is provided with and must consent to the Apple Card Customer Agreement, which discloses that the Customer agrees that the Bank may report information to the ************************* regarding the account, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  
  The account has been charged off as of April 30, 2023, as a result of the Customer failing to make a payment to satisfy the minimum amount due by November 30, 2022. The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The **** confirmed the account was reported accurately to the *************************. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting or remove the trade line from the Customers credit report.
  
  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. The Bank sent the Customer the requested documents on December 19, 2024,validating the Customer's debt including a copy of the Apple Card Customer Agreement and 12 months of 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 $10,873.43. The Bank is the original creditor and is not a debt collector. 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: 12/20/2024

   
  Complaint: 22689158
  
  I am rejecting this response because: The company didnt provide proof of the certificated mail with return with receipt. I will be moving forward with the litigation. 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:12/13/2024

  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 December 3, 2024 I used my Marcus GM Mastercard with a local appliance company only to have the card declined. This was not an issue with lacking of funds on the card. On December 4th and 5th of 2024 I made 4 separate purchases without any issue. Then later on December 5th l received notification from Marcus GM there was an issue with my card. I called and spoke with someone and was told there were 2 issues, which they did not specific what issues, and they were able to resolve one, but could not resolve the other issue. They would have their technical team look into it. On December 6th I tried to use my card only to have it declined again so I immediately called Marcus. This time I was told there was a glitch in their system and my account was frozen and it would take 5-7 days to fix. No explanation as to what the “glitch” was. Today December 13, 2024 I called Marcus once again only to be told AGAIN there is a glitch in system, my account is frozen, there is nothing they can do about it, and they will call me when it was fixed in 5-8 days. I asked to speak to a supervisor and was told I was speaking with him. If it wasn’t for the GM earnings I have on this card I would cancel it, but currently it is worth a good deal of money toward a GM car. I need some resolution ASAP to this issue of not being able to use my GM Mastercard which I have had for 30 years. This is totally unacceptable and very unprofessional of a credit card company.

  Business Response

  Date: 12/20/2024

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to GM Card via the Better Business Bureau
  (“BBB”) Complaint Portal on December 14, 2024. The Bank appreciates the
  opportunity to address the concerns raised by ****** ******** (the “Customer”)
  related to account restriction for the GM Card.
  The Bank conducted an investigation and confirmed the Customer’s account was
  impacted by a technical issue. The Customer’s account was restricted on
  December 4, 2024, until additional verification could be completed with the
  Customer. The Bank attempted to contact the Customer on December 4, 2024, but
  was unsuccessful. The Customer contacted the Bank on December 4, 2024, and
  completed the needed verification to remove the account restriction. However,
  due to a technical issue the Bank was unable to remove the account restriction
  at that time. The Bank
  confirmed that the technical issue has been resolved, and the account is available for use as of
  December 16, 2024. The Bank regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:12/13/2024

  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 credit card payments are due on the 28th of each month. I submitted payment on the 27th of November. Since Thanksgiving was on the 28th, when I submitted payment for its due date, the system pushed the payment until the following day of November 29. I have contacted multiple times trying to get the interest I was charged off of my account. Representatives have been so rude and not helpful. I have been promised a call within 24 hours by two people and that never happened. I did finally get a call, but not within the allotted time. This company expects their customers to do right EVERY time, but they can't. I just got off the phone to a supervisor hanging up on me. I am furious and just want my interested refunded. There is no common sense in the fact of someone submitting a payment early for it to be late. This company is trying to take advantage of its customers and then is being rude and having terrible customer service.

  Business Response

  Date: 12/20/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on December 13, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the Customer) related to an interest accessed and payments made on the ** Card.
  The Bank conducted an investigation and confirmed no error occurred. The Bank conducted a review of the Customers previously scheduled payments and determined that there is insufficient evidence to suggest that a technical issue is present. According to the Banks records, the Customer scheduled payments of $3,718.20 on November 27, 2024, with a processing date of November 29, 2024. The payment was scheduled by the Customer utilizing the Banks online services for the day after the due date. The Bank sent the Customer payment scheduled confirmation emails on November 27, 2024, which advised of the scheduled payment date. For future payments, the Customer is encouraged to review the confirmation emails sent to ensure that payments are scheduled for the desired dates. The Customer may also gather evidence, such as screenshots taken at the time of payment scheduling, to support the Customer's case that a technical issue is present. The Customer may contact the Bank directly if evidence is gathered for a technical issue case to be raised. The Bank is available 24 hours a day, 7 days a week by phone at ************** or by chat on ****************************** through the account dashboard.
  Due to the payments on November 29, 2024, made after the due date on November 2829, 2024, the Bank assessed interest charge in the amount of $91.00. As a courtesy, the payment made on November 29, 2024, was backdated to November 28, 2024, in order to waive the interest assessed in the amount of $91.00.  The Bank regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 12/30/2024

   
  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:12/12/2024

  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.

  On December 3rd and 6th, I requested two ACH transfers from my GS Marcus account ***3452 to another online bank account. On December 9th my Marcus account was locked by ******************** saying that there was a security concern. I called their customer service and I was asked all the security questions which I answered correctly. In 3 days, I talked to 9 representatives and 2 supervisors. They all told me that there was a security concern and asked me to verify an incoming transfer happened more than 1 month earlier along with the last two outgoing transfers mentioned above. After proving my identity answering their questions, I confirmed that all transfers were authorized by me. I asked to unlock the account as I am in need to quickly access my funds to meet other goals and payment deadlines. They told me that a Supervisor will call me in 48 hours, which did not happen. One of the Representative (*******) mentioned that the phone number registered in my account that was routinely used to send me identity verification codes, was now not a good number for identity verification. This is the only phone number that I have been using with them in the last 7 ******** of today, my account is still locked, and I have no information on why this is happening and who to talk to solve this issue. The first transfer went through, but the second transfer was cancelled by Marcus. They also continue to hold the balance of my account without giving me access to it.I had this account since 2014, way before Marcus was created. My feeling is that being the amount that I was trying to withdraw a consistent amount, Marcus is adopting this dirty practice to delay the withdrawal as much as possible. Authorities and regulators should do something about it. From what I read on the Internet and on the BBB web site, this is everything BUT an isolated case. Once I get to the end of this story, I wont leave a dime with this Bank.

  Business Response

  Date: 12/19/2024

  BBB Response Bruschetta
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on December 13, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* Bruschetta (the "Customer) related to accessing their ************** Account (OSA).
  On December 3, 2024, the Bank received a withdrawal request from the Customers OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and restricted the account.
  On December 9, 2024, the Customer contacted the Bank, but security concerns remained. On December 11, 2024, the Customer contacted the Bank regarding their account access. To resolve the security concerns, a Bank specialist completed an authentication process to verify the Customers identity and confirm the Customer authorized the transaction. Unfortunately, due to an inadvertent error, the Bank specialist did not remove the restrictions from the ***.
  After further review, on December 16, 2024, the Bank restored the Customers online banking access. 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: 12/19/2024

   
  Better Business Bureau:
  

  on December 3rd, the Bank should have sent a message to notify the account owner that the account was on hold. This would have minimized the waiting time to solve the issue. 14 calendar days and multiple phone calls for a total of 10 Marcus representatives I had to talk to, seem to me too much. The answers I gave from the 1st phone call to the last one, were always the same, so I do not see where the identity concern comes from.

  That said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Bruschetta

• Initial Complaint

  Date:12/12/2024

  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 account is not mine. I have for the debt validation letter along with a 1099C and have not received it. This account has previously been disputed and I don't agree with the results. According to 15 USC 1681e(b) requires that consumer reporting agencies adopt reasonable procedures to meet the needs of commerce for consumer credit, personnel, insurance, and other information. These procedures must be fair and equitable to the consumer, ensuring confidentiality, accuracy, relevancy, and proper utilization of such information. The law also mandates that consumer reporting agencies follow reasonable procedures to assure maximum possible accuracy of consumer reports. Also, USC 1692c(c) is a law that states that if a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debt1. The debt collector may only communicate with the consumer, his attorney, a consumer reporting agency if otherwise permitted by law, the creditor, the attorney of the creditor, or the attorney of the debt collector.

  Business Response

  Date: 12/19/2024

  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 December 12, 2024. The Bank appreciates the opportunity to address
  the concerns raised by ******* ********** (the “Customer”) related to
  validating the debt owed for Apple Card.
  
  The Bank conducted an investigation and confirmed no Bank error occurred.
  Based on the Bank’s investigation, the Bank determined the Customer is liable
  for the account. The Bank is unable to provide additional information related
  to the investigation. According to the Bank’s records, the Customer opened
  the account on April 07, 2022. During the application process, the Customer
  is provided with and must consent to the Apple Card Terms and Conditions,
  which discloses that the Customer agrees that the Bank may report information
  to the Credit Reporting Agencies regarding the account, which includes but is
  not limited to Late Payments, Missed Payments, or other defaults on the
  account.
  
  The account has been charged off as of February 29, 2024, as a result of the
  Customer failing to make a payment to satisfy the minimum amount due by
  August 31, 2023. The Bank reported the account past due to the credit
  reporting agencies. The Bank successfully delivered Statements, Payment Due
  Reminders, Missed Payment Reminders, and Eligible for Credit Bureau Reporting
  reminders to the email address on file. The Customer is responsible for the
  balance on the account in the amount of $2,965.91. The Bank confirmed the
  account was reported accurately to the Credit Reporting Agencies. The Bank is
  obligated to report accurately to Credit Reporting Agencies and is unable to
  update the Customer’s credit reporting or remove the trade line from the
  Customer’s credit report. The Bank sent the Customer the requested documents
  on December 18, 2024, validating the Customer's debt including a copy of the
  Apple Card Customer Agreement and 12 months of statement history showing
  records of transactions and payments to validate the balance and the debt
  owed. The Bank has not cancelled the debt and an IRS
  form 1099-C has not been issued for this account.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 12/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This account has fraudulent information. I've received notifications previously of it being opened and being reported on my credit report as a recent open account. If this is a charged/written off account, I would like to receive a 1099C.
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:12/12/2024

  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 have been unable to transfer savings account moneys out and close the Marcus account.

  Business Response

  Date: 12/18/2024

  BBB Response ******
  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 December 12, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ****** (the "Customer”) related to accessing their Online Savings Account (“OSA”).
  On December 4, 2024, the Customer initiated an outgoing transfer request from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transaction. The following day, the Customer contacted the Bank regarding the transfer. To resolve the security concerns, a Bank specialist completed an authentication process to verify the Customer’s identity and confirm the Customer authorized the transaction. During the call, the Customer was notified that for their security the funds could only be returned to the funding account.
  Between December 6, 2024 and December 9, 2024, the Customer initiated multiple outgoing transfer requests to external accounts; however, the Bank declined the transactions as funds needed to be returned to the respective funding accounts. Consequently, the Bank restricted the OSA until the additional security concerns could be resolved.
  On December 12, 2024, the Customer contacted the Bank regarding the transfers. A Bank specialist assisted with resolving security concerns and restored the Customer’s online banking access. Later that same day, the Customer requested to close their OSA with funds transferring to an original funding account. On December 16, 2024, the Bank successfully processed the account closure.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 12/19/2024

  
  
  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.
  
  
  I disagree with the accuracy of their response but do not feel like wasting my time now that I have closed this account.  This bank should be investigated for their questionable practices.
  
  Sincerely,
  
  
  
  ***** ******