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:12/12/2024

  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.

  My Marcus account has been under review and locked just because I attempted to transfer the money to the external account. They are putting a hold on the money that I own. Its been many days and they are not resolving it

  Business Response

  Date: 12/19/2024

  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 2, 2024, the Customer contacted the Bank requesting a wire transfer
  from their OSA to an external account. During the transfer processing review,
  the Bank identified security concerns regarding the transfer and declined the
  transfer. Later that same 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. Subsequently, the
  Bank specialist restored the Customer’s online banking access. In addition, the
  Bank specialist advised the Customer that funds could be transferred to the
  original funding account.
  On
  December 5, 2024, the Customer initiated an outgoing transfer request from
  their OSA; however, the Bank could not process the Customer’s request as funds
  needed to be returned to the original funding account.
  On
  December 14, the Customer contacted the Bank requesting an outgoing transfer request
  from their OSA to the original funding account; however, due to an inadvertent
  error, the transfer could not be processed. The Bank requests the Customer to
  contact 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 to further assist.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 12/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am still being told by the bank that there is something that they are working in the backend that I am unaware of. I am still not able to transfer those funds to the external bank. 
  
  
  
  Sincerely,
  
  
  
  ****** ****** ******

  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
  19, 2024. The Bank appreciates the opportunity to address the concerns raised
  by ****** ****** ****** (the "Customer”) related to accessing their Online
  Savings Account (“OSA”).
  Per
  the Bank’s previous response, on December 14, 2024, the Customer contacted the
  Bank requesting an outgoing transfer request from their OSA to the original
  funding account; however, due to an inadvertent error, the transfer could not
  be processed.
  On
  December 19, 2024, the Customer contacted the Bank to request an outgoing wire transfer
  to a linked account. Later that same day, the Bank successfully processed the
  outgoing wire transfer.  
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:12/11/2024

  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 received 4 emails on Dec 6, 2024 that they rolled four CD's to 4 new 6 month CD's at a new rate of 4.1% down from 5.1%. I immediately called to stop the roll BUT their notification was on day 11 and their ****** ******* is 10 days so they added a penalty of $367 for each CD or a total of $1467. After speaking with a Marcus agent on the phone I was then connected with a Marcus supervisor (Bre) who told me they "normally" send out emails prior to the roll to inform the csutomer that their CD was about to mature. Note that I was on their recorded line and both Bre and their agent before her could NOT find any record of email notice being sent to me but they assured me they usually do and it must have been missed. Bre suggested that I allow her to file four Case #'s to dispute the withdrawl penalty but that I would need to keep the account open in order to do so. So I agreed to go along and she filed the Case's and I was supposed to get a response in 1 to 3 days.***** from Marcus called today 12/11/24 to tell me the penalty requests were denied. Now, again closing out the account the penalty grew to $508 per CD or $2,032. ***** escalated to *** who suggested that I allow her to file a complaint (Cases) because they should have sent me a notice for each CD prior to maturing that they were coming due and would roll to a new lower rate. No, I'm not crazy enough to fall for this twice. This bank stole $2032 from me. It's no surprise they notified me on day 11, one day past their ****** ******* that the money was rolled.I want my $2032 back. This is not correct. They admitted it several times on their recorded line that, "it's customary to notify prior to maturity" and they could not find it ( Neither Bre or the agent before her). Only after the Case files did they claim a notice was sent in October. That doesn't even make sense as they came due at the end of November.

  Business Response

  Date: 12/19/2024

  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 December 12, 2024. The Bank appreciates the opportunity to address the concerns raised by *** ****** (the "Customer) related to their Certificate of Deposits (CD).
  On October 24, 2024, thirty days prior to the CDs maturity dates, the Bank sent notifications to the Customers email informing of the upcoming maturity of the CDs. Additionally, the Bank allowed the Customer to make changes to their CD during a ten day ***** ****** following the maturity date. Unfortunately, the Customer did not provide instructions prior to the maturity date or within the ***** ****** and the CDs automatically renewed.
  On December *******, the Customer contacted the Bank requesting to close their four CDs. A Bank specialist advised the Customer of the penalties that would apply with the closure of the accounts. The Customer agreed to the closure with the penalties applied.The following day, the Bank closed the four CDs with funds transferring to a linked account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:12/11/2024

  Type:Customer Service 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 opened this account in Oct 2024 and there is only 1 charge on the card. I paid the balance in full one day late. That's my fault. I accept full responsibility for that. I called and asked them for a one time concession for the $29 late fee. And the customer service person both on chat and on the phone said that GM already gave me a previous concession. I said I just opened the account and there was only 1 charge. So I couldn't have asked for nor receive a previous concession. He said he can see that but there is nothing to be done. The computer system needs to be corrected either that the customer service people should not have the power to make concessions at all or corrected to see that there was never a concession made on this account. It's disappointing that a bank as large as Goldman Sachs does not have the proper procedures or systems in place to prevent the miscommunication. I was going to open an Apple credit card too, but now that I know it's also a Goldman Sachs product, I won't. I'll stick with the traditional banks due to better customer service procedures.

  Business Response

  Date: 12/18/2024

  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 11, 2024. The Bank appreciates the opportunity to address the
  concerns raised by **** **** (the “Customer”) related to late fees on the GM
  Card.
  The Bank conducted an investigation and confirmed no error occurred. The
  Customer did not make a payment to satisfy at least the minimum amount due by
  December 5, 2024, until December 9, 2024. As a result, the account was
  assessed a late fee in the amount of $29.00 on December 8, 2024. The Customer
  contacted the Bank to request a late fee waiver on December 11, 2024, and was
  correctly advised that the option to refund the fee was not currently
  available. As a courtesy, the Bank applied a credit in the amount of $29.00
  on December 12, 2024, to reimburse the late fee assessed. 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: 12/21/2024

   
  
  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:12/11/2024

  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.

  I have an Apple Card issued by Goldman Sachs. During a deployment on a US Navy ship, I missed a payment on this card because I did not have access to my personal email or the account itself. I confirmed that this company is aware of the situation. They are discriminating against active duty servicemembers by not providing any additional means of notification or ability to pay off a card. They don’t mail statements, they only offer emailed updates. The emails don’t even include enough information to make a payment because they force you use their website. They don’t offer any payment details or options if you can’t access your phone, their website, or the email that it is tied to. Then they screw servicemembers over by reporting it against your credit score. There is no way to deal with degraded communication bandwidth on ship and keep this company happy and they won’t help even if they know the situation. The negative reporting should never have been posted given my deployment status.

  Business Response

  Date: 12/18/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on December 11, 2024. 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 November 27, 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
  Customer did not make a payment to satisfy at least the minimum amount due by
  April 30, 2023, until June 10, 2023. As a result, the Bank reported the
  account past due to the Credit Reporting Agencies. 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 confirmed the account was reported accurately
  to the Credit Reporting Agencies. However, during the investigation the Bank
  confirmed Equifax, was not reflecting the late payment reporting. The Bank
  submitted a request to Equifax to correct this error only. The Customer
  should allow up to 30 days for the updates to reflect on their credit report.
  The Bank is obligated to report accurately to Credit Reporting Agencies and
  is unable to update the Customer’s credit reporting. During the application process, the Customer is provided with and must
  consent to the Electronic Communications Agreement, which discloses that the
  Customer agrees that the Bank's communications may be via email, text
  message, device-level notifications, or other electronic notification methods
  supported by the software used to access the Account. It is the customers
  responsibility to review those Communications.
  The Bank does not consider the following when assisting customers race,
  color, religion, creed, national origin, gender, marital status, age
  (provided the customer has the capacity to contract), military status,
  familial status, gender orientation, gender identification or expression,
  disability, receipt of public assistance, whether a customer exercised rights
  under the Consumer Credit Protection Act, or any other prohibited bases under
  state laws. The Customer can manage the Apple Card account directly on their
  device through the Wallet app and online at card.apple.com. The Customer may
  also mail payments or contact
  the Bank directly to make payments. The Bank is available 24 hours a day, 7
  days a week by phone at ###-###-#### or by message from the Wallet app. The
  Bank acknowledges and appreciates the feedback provided by the Customer. 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: 12/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you make no provision to assist military members and actively discriminate against those service on active duty. You should be ashamed of your activities. Being deployed and not able to access communications is bad enough when I can’t even reach my own family but to be actively targeted by such a large and prosperous corporation is unjustified. 
  

  Veterans and servicemembers beware: this company actively targets military service members in a predatory manner.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/10/2024

  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.

  The bank closed my account without notice and it is keeping my money for being transferred out. I only knew it's being investigated by the bank when i called them. They claimed it would take up to ********************************************************************************************************************* I need to get the money back as soon as possible and I want Marcus to pay interest for the time they hold my money for their nonsense investigation.

  Business Response

  Date: 12/17/2024

  BBB Response Mou
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on December 10, 2024. The Bank appreciates the opportunity to address the concerns raised by *** Mou (the "Customer) related to accessing the funds in their ************** Account (OSA).
  On November 18, 2024, the Bank identified security concerns regarding the Customers identity and restricted the Customers OSA. Due to the ongoing security concerns, the Bank made a business decision to close the ***.
  On December 5, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist assisted in resolving the security concerns by verifying the Customer using alternate methods. Unfortunately, following this call, the Bank experienced a delay in re-opening the Customers OSA. Currently, the Bank is in the process of re-opening the Customers account to credit the funds with appropriate interest. Due to the experience, the Bank will be providing the Customer with a credit to their account as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:12/09/2024

  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.

  My Marcus savings account and 4 or 5 Certificate of Deposits account are frozen, i've been unable to withdraw or transfer money from Marcus due to a security flag by Marcus that's been placed on my account. I've contacted the customer service line, and spoken with the fraud prevention department several times, most recently 2 or 3 weeks ago. My CDs are coming up for renewal and I really want to close my marcus account and have the entire balance sent back to me as soon as possible. I just attempted to log in and my account is "temporarily locked" which is also very frustrating.****** ******

  Business Response

  Date: 12/13/2024

  BBB Response Demeti
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on December 9, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the Customer) related to accessing their accounts.
  On October 29, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customers identity, and restricted the accounts.Later that same day, the Customer contacted the Bank regarding their account access, but the security concerns remained.
  On December 10, 2024, the Bank attempted unsuccessfully to contact the Customer to address the security concerns. After further review, on December 11, 2024, the Bank resolved the security concerns and restored the Customers online banking access.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:12/07/2024

  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.

  My mother has several accounts that were opened at Marcus (savings, and CD). My mother is mentally incapacitated with dementia and now lives in a memory care facility. I am her *** and have been for over 10 years. Marcus decided to freeze the accounts and required that I provide documentation to them to prove that I was the legal *** which I did. The acknowledge that had satisfied the requirement to be established as the *** but refused to add me as *** and instead forcibly closed all the accounts without a choice or consent. They told me the funds would be returned to the funding account held by another bank, however several months have now passed and no money has been returned. Marcus is holding my mothers funds hostage, will not provide access to the funds, or return them. As a result I have been unable to pay my mothers care expenses which places her care at risk. This is a clear case of financial elder abuse.

  Business Response

  Date: 12/12/2024

  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 December 7, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the "Consumer) related to an account held for a third-party.
  According to the Banks records, the Consumer submitted Power of Attorney documents for a third-partys account; however, the Bank denied the documentation and is unable to recognize the Consumer as a Power of Attorney. If the Consumer requires additional assistance, the Consumer may 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.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:12/06/2024

  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.

  I have a no penalty ** with Goldman Sachs. I canceled the auto renewal online before the deadline. Being that it was a larger amount it said that I would have to call in. I called in & spoke with a representative before the deadline. They went through everything with me & assured me that the account is being closed and all the funds would be transferred the next day. On the next day I didnt receive the funds. I called in and as it turns out they auto renewed the ** account against my will. Ive been on the phone non stop since. All I get is apologies. Goldman Sachs admitted to me on the phone that the representative who said she will close the account didnt do what she was supposed to do. And theyre telling me that they are obligated to put a seven day hold on my funds. I cant for the life of mine understand how they can get away with this. Someone messed up on their end and Im talking to a wall. This is going to come at a significant financial loss to me. And Goldman Sachs messed up big time. I need this issue rectified asap.

  Business Response

  Date: 12/12/2024

  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 December 6, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ********* (the Customer) related to the closure of their No-Penalty Certificate of Deposit (****).
  On December 5, 2024, the Customer contacted the Bank to provide instructions to close their **** at maturity and to transfer the funds to an external account. Due to an inadvertent error, the maturity instructions were not updated and this impacted the Banks ability to process the Customers request to close their CD at maturity on December 6, 2024.
  After further review, on December 10, 2024, the Bank contacted the Customer and a Bank specialist assisted with initiating an outgoing transfer to an external account. The Bank successfully processed the transfer of funds and closed the **** the following day.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22650769
  
  I am rejecting this response because:
  

  The only other option I have is to close the compliant if the response is satisfactory. And the response is not satisfactory. They repeatedly lied to me on the phone. Only after contacting BBB did they actually close the account. However, I received the funds too late, damage was done. 

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

• Initial Complaint

  Date:12/04/2024

  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.

  Called company to speak to someone regarding my cd account. They said they needed to verify me with special password. I am 82 years old and could not remember the password. Asked if their was another way to verify me and they said no and would not assist me.
  CD - $94,766.28
  Acct# ************ 
  Access – current balance
  Maturity date – 6-18-2025
  Speak to someone regarding future
  Alterative verify acct.

  Business Response

  Date: 12/11/2024

  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 5, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the "Customer”) related to accessing their Certificate of Deposit (“CD”).
  On December 4, 2024, the Customer contacted the Bank with concerns related to accessing their CD. However, due to an inadvertent error, the Bank specialist could not successfully authenticate the Customer, and the Customer disconnected the call.
  On December 6, 2024, the Customer contacted the Bank to address the authentication security concerns. A Bank specialist successfully resolved the security concerns by using alternate methods to verify the Customer. On the same call, the Bank assisted the Customer by updating the CD maturity instructions to transfer the funds to an external account and close the CD at maturity.
  Due to the experience, the Bank will provide the Customer with a credit to the account as a token of goodwill within the next five business days.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:12/03/2024

  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 offers a referral program for existing customers to bring in new customers. On September 13, 2024, my daughter(existing customer) sent me the referral link to open a new saving account (new customer). We spoke with someone at Marcus that day to complete the transaction and it was confirmed to qualify for the referral program. After a few weeks, we called Marcus numerous times (both separately and jointly) to inquire as to when we would received the bonuses. Marcus customer service apologized each time and promised to address the issue. To this date we have not received the promised referral bonuses.

  Business Response

  Date: 12/10/2024

  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 3, 2024. The
  Bank appreciates the opportunity to address the concerns raised by ******
  ******** (the "Customer”) related to the eligibility for a
  promotion offered by the Bank to customers referred to open a new Online
  Savings Account (“OSA”).
  The Bank is offering an
  additional 0.25% cash bonus for three months for existing and new OSA
  customers. The referral program terms and conditions require OSA customers to
  provide a unique referral link to individuals that are not customers of the
  Bank for the past 12 months and the individual must open an OSA. The existing and
  new customer would receive an additional 0.25% cash bonus for a period of three
  months. The referred rates may only be combined with other non-referral
  promotional offers. A customer must have an OSA at the time of using their
  referral link to earn an additional 0.25% cash bonus.
  On September 13, 2024, the Customer contacted the Bank to
  open an OSA with a referral link.  On the
  call, a Bank specialist assisted the Customer with opening an OSA. On November
  1, 2024, the Customer contacted the Bank inquiring on the cash
  bonus not reflecting on their OSA. Subsequently, the Bank opened an
  investigation into the Customer’s concerns.
  After further review, the Bank determined
  that the referral link had not been applied by the Bank specialist at the time
  of account opening. At the conclusion of the applicable three-month period, the
  Bank will provide the Customer with the cash bonus. 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.