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:12/03/2024

  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 opened a saving account with Marcus in January, 2024. My account was closed in March, 2024 and my money have not been sent back since. Have called Marcus multiple times in this year.
  
  They locked the account first, after that there was lot of process going on and now they are not sending me back my check

  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 accessing funds in
  their Online Savings Account (“OSA”).
  On January 2,
  2024, the Customer initiated an incoming transfer from an external account to
  their OSA. During the transfer processing review, the Bank identified security concerns regarding the account. Subsequently,
  the Bank placed a restriction on the Customer’s OSA until the security concerns
  could be resolved.
  Between March
  27, 2024 and April 15, 2024, the Customer contacted
  the Bank regarding their OSA access. However, the Bank was unable to clear the
  security concerns and the restriction remained. Due to the ongoing and
  unresolved security concerns, a Bank specialist advised the Customer the Bank
  made a business decision to close the Customer’s OSA. Subsequently, on May 9,
  2024, the Bank closed the OSA.
  Between May 12, 2024 and June 18, 2024, the Customer contacted the Bank regarding receiving the funds
  from the closed OSA via check, but the Bank could not successfully authenticate
  the Customer, which caused a delay in completing the
  Customer’s check request.
  On October 5, 2024, the
  Customer contacted the Bank and the Bank successfully authenticated the
  Customer. The Customer requested to have a check mailed to their address on
  file. Unfortunately,
  due to an inadvertent error, there was a delay in mailing the funds from the OSA
  to the Customer via check.
  On
  December 6, 2024, the Bank mailed all the funds, including appropriate
  interest, via check to the Customer’s address on file.
  Based on the
  above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:12/02/2024

  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.

  Issue:
  My account was locked suddenly, and I was not given any reason for this action.I contacted Marcus customer service several times to resolve the issue. However, They asked me a series of irrelevant and confusing security questions that had no relation to my identity or account information. And They refused to provide a clear reason for why the account was locked.
  My account has never been shared or misused, and I have always adhered to the terms of service.
  
  I demand that Marcus:
  Immediately unlock my account.
  Provide a valid and clear explanation for the account lock.

  Business Response

  Date: 12/06/2024

  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 accessing funds in their Online Savings Account (“OSA”).
  On June
  5, 2024, the Bank conducted an account maintenance review, identified security
  concerns regarding the Customer’s identity, and restricted the OSA. On June 5,
  2024 and October 28, 2024, the Bank sent correspondences to the Customer’s
  e-mail address requesting them to contact the Bank; however, from June 2024 to
  December 2024 the Customer did not make contact.  
  On
  December 2, 2024, the Customer contacted the Bank regarding their account
  access, but the security concerns remained. As an alternative verification method,
  the Bank requested the Customer to complete an Affidavit of Identity (“AOI”). The
  following day, the Bank mailed the AOI to the Customer’s address on file and is
  currently waiting to receive the completed documentation.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:12/02/2024

  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 am a Marcus GM Cardholder in good standing with a perfect payment record. My current credit limit is somewhere around $700, my outstanding balance is approximately $200, and I have about $65 or $70 charges pending. My next statement date is around 12/6/24.Tonight I tried multiple times to place an order on *********** and Marcus denied the charges.I want to know why and what is going to be done to fix the problem as there is not much use in having a credit card that you can't use.

  Business Response

  Date: 12/30/2024

  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 3, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** ********* (the Customer) related to declined transactions for *********************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer attempted a transaction with the Merchant ******* on December 2, 2024. The Bank sent the Customer email notifications to confirm it was the Customer making the transactions. The Bank did not receive a response back confirming the Customer was attempting the transactions. As a result, the Bank declined the transactions. The GM Card Customer Agreement references that the Bank may decline transactions for any reason, including suspected or actual fraud. The Customer is welcome to retry the transaction at any time.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 12/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Although the bank's response if TECHNICALLY correct, in that I did in fact receive notification wanting to confirm that it was me making the charges at *******, I was not aware of and did not see the notifications until after I had already (used a different, responsive, credit card and) left the store. 

  Such rejection of routine transactions at a reputable vendor location and by a reputable customer is pure nonsense.

  I cannot help but wonder how the person who responded to my complaint if they were in the same boat - i.e., doing regular shopping and having their credit card charge denied for no good reason and without instant notification.

  Fortunately, I have other credit cards whose issuer respects their customers.

  Not only does this action disgust me with this bank, it generated a sour feeling for all things **.  I am a Buick owner, but I will not buy another ** product as long as this bank handles the ** card.

  Sincerely,

  
  ****** *********

• Initial Complaint

  Date:11/30/2024

  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 GS BANK USA, I do not have a contract with APPLE CARD, they did not provide me with the original contract as I requested.

  Business Response

  Date: 12/06/2024

  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 November 30, 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.
  According to the Bank’s records, the Customer opened the account on June 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 28, 2023, as a result of the
  Customer failing to make a payment to satisfy the minimum amount due by
  August 31, 2022. 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 $1,556.19. 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 05, 2024,
  validating the Customer's debt including a copy of the Apple Card Customer
  Agreement and 6 months of statement history showing records of transactions
  and payments to validate the balance and the debt owed.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:11/29/2024

  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 opened up a joint Marcus by Goldman Sachs savings account with my daughter and transferred money into our joint ****** brokerage account. Days after the transfer, and after a stock trade went through the transfer was reversed, leaving my brokage account with a negative balance. They have frozen our account and neither myself nor my daughter can access our money. I have spoken with numerous representatives and supervisors at Marcus by Goldman Sachs regarding this situation and now 5 days later I still do not have a clear path to a resolution. Based on the numerous similar complaints It appears as if Goldman Sachs is using any excuse possible to seize customer's accounts and hold their money unlawfully.

  Business Response

  Date: 12/06/2024

  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 November 29, 2024.  The Bank appreciates the opportunity to address the concerns raised by ******** ****** (the Joint Owner) related to accessing their jointly owned ************** Account (OSA).
  On November 20, 2024, the Bank received a withdrawal request from their OSA (account ending in 2493) to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Primary Owner. Subsequently, the Bank declined the transfer and restricted the *** until the security concerns could be resolved.
  On November 25, 2024, the account holders contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, on November 29, 2024, the Bank requested the Primary Owner to complete an Affidavit of Identity to resolve the concerns. Currently the Bank is waiting to receive the completed documentation.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22617927
  
  I am rejecting this response because:
  My daughter and I received the  affidavit of identification Marcus by Goldman Sachs speak of on Monday, December 2nd. She filled it out, had it notarized and it sent back in the return envelope with the pre printed label they provided on Wednesday, December 4th. I have confirmation from *** that it was delivered on Thursday, December 5th at approximately 10:00 AM. Later that day my daughter and I initiated a three way call with their fraud department and at that time they werent able to give any updates to our account or even confirm they received the affidavit. It is now Monday December 9th and neither myself nor my daughter have heard from Marcus by Goldman Sachs regarding the status of our account. 
  Sincerely,
  
  ******** ******

  Business Response

  Date: 12/16/2024

  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 9, 2024.  The Bank appreciates the opportunity to address the concerns raised by ******** ****** (the Joint Owner) related to accessing their jointly owned ************** Account.
  Per the Banks previous response, the Bank requested the Primary Owner to complete an Affidavit of Identity, which the Bank received on December 11, 2024. After further review, the Bank approved the documentation and restored the Primary Owners online banking access.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:11/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding the handling of my online savings account by Marcus. My account was recently locked without any explanation provided, and I have been unable to access it.
  
  When I contacted the bank’s representatives via phone, I was informed that I must complete an authentication process by mail before receiving any further information about my account. This process, I was told, could take several weeks to complete.
  
  I am deeply concerned about the security of my account, as I suspect it may have been compromised before it was locked. Waiting for weeks to address this issue is unacceptable, especially given the potential risks to my funds.
  
  I believe this situation highlights inadequate customer support and insufficient measures to address urgent account security concerns.
  
  Thank you for your attention to this issue. Please let me know if additional details are needed.

  Business Response

  Date: 12/06/2024

  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 November
  29, 2024. The Bank appreciates the opportunity to address the concerns raised
  by ****** **** (the "Customer”) related to accessing their Online Savings
  Account (“OSA”).
  On
  November 29, 2024, the Bank conducted an account
  maintenance review and identified security concerns with the Customer’s
  profile. Subsequently, the Bank restricted the OSA until the security concerns
  could be resolved.
  Later that same day, the Customer
  contacted the Bank regarding their account access, but the security concerns remained.
  As an alternative verification method, on December 3, 2024, the Bank mailed an
  Affidavit of Identity to the Customer to resolve the concerns. The Bank is
  currently waiting to receive the completed documentation.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  
  
  

• Initial Complaint

  Date:11/26/2024

  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 recently purchased a new iPhone through *****, they had an offer to use my Apple credit card for monthly installments at no interest. I choose to use the offer however they did not tell me that the full price of phone would be locked on my balance and the monthly installments would be taken every month until paid off. But now with a high balance on my Apple Card my credit rating dropped due to high balance on my Apple Card and the full price of the phone is accruing interest from my Apple Card at nearly 30% interest rate. This is a total scam. I called ***** Card customer service and they advised thats the way it is and nothing can be done until the payments are done. I was scammed by ***** Card and Goldman Sachs.

  Business Response

  Date: 12/03/2024

  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 November 26, 2024. ******** appreciates the opportunity to address the concerns raised by ******* ****** (the Customer) related to Apple Card Monthly Installments and credit reporting.
  ******** conducted an investigation and confirmed no error occurred. The Customer made purchases with ***** using the Apple Card in the amounts of $1,399.00, $269.00, and $49.99 on September 14, 2024. The **** terms indicate the full purchase amount will be billed to the Customer's account.  ******** confirmed the purchases were correctly set up on Apple Card Monthly Installments using the Customer's available credit limit. Apple Card Monthly Installments (ACMI) is a payment option available in the **** to ***** Card customers that allows the cardholder the ability to purchase certain ***** products from ***** at 0%Variable Annual Percentage Rate. Transactions that do not qualify for Apple Card Monthly Installments are applied to the account as a standard transaction subject to the Variable Annual Percentage Rate assigned to the Apple Card. ******** confirmed the items on Installments have not accrued interest.
  To pay extra on Apple Card Monthly Installments, customers need to first pay the entire Apple Card balance. Customers can pay Apple Card Monthly Installments early in the Wallet App, by tapping the more button, then by tapping Monthly Installments, then tapping pay early.
  An attempt to contact the customer by phone was made on November 29, 2024, but was unsuccessful.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:11/25/2024

  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 the debt with ***** CARD/*********** . I do not have a contract with ***** CARD/ *********** ,they did not provide me the original contact as I requested with my Signature ..

  Business Response

  Date: 12/02/2024

  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 November 25, 2024. ******** 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 September 09, 2021. 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 *************************** regarding the account, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. ******** is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account.
  The account has been charged off as of November 30, 2022, as a result of the Customer failing to make a payment to satisfy the minimum amount due by May 31, 2022. ******** reported the account past due to the credit reporting agencies. ******** successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The Customer is responsible for the balance on the account in the amount of $1,469.05, provided in the latest statement from November 30, 2022. The **** confirmed the account was reported accurately to the ************************** ******** 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.
  ******** sent the Customer the requested documents on November 27, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and complete statement history showing records of transactions and payments to validate the balance and the debt owed.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:11/24/2024

  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 CD matured on 11/09/24 and I have yet to get access to my funds over two weeks later. Whenever you call, they simply state that they are looking into it and will provide me with no further information. They said that the case will close on 11/14/24 and I will receive a call. The 14th came and went with no information. When I called back, the supervisor had no idea why I was told that. Everyone you contact will give you a different story and in the meantime, they hold your funds.

  Business Response

  Date: 11/27/2024

  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 November 25, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* ****** (the "Customer) related to the closure their Certificate of Deposit (**).
  On February 9, 2024, the Customer provided the Bank with instructions to close their ** at maturity and transfer the funds to an external account. ********************* identified security concerns regarding the external account and restricted the ** until the concerns could be resolved.
  On February 29, 2024 and October 1, 2024, the Bank contacted the Customer to assist in resolving the security concerns; however, the Customer did not wish to authenticate on both calls and the concerns remained. Unfortunately, this restriction impacted the Banks ability to process the Customers request to close their ** at maturity on November 9, 2024.
  On November 12, 2024, the Customer contacted the Bank regarding the closure of their **. A Bank specialist attempted to resolve the security concerns by conducting a three-way call to verify the ownership of the external account, but the Customer declined.The following day, the Customer provided the Bank with instructions to close their ** and transfer the funds to their ************** Account (OSA) without penalty.
  After further review, the Bank approved the Customers request to close the ** without a penalty incurred. On November 25, 2024, the Bank successfully processed the Customers request to transfer the funds to their OSA and closed the **.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:11/22/2024

  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.

  Recieved a letter dated October 15th 2024. Was told that my savings account has been closed for an unknown reason - money was still in the account. Called 10/27/24 told is was because of my personal checking account bank. Called again 10/28/24 and told I should receive a check in the mail for the remaining amount that was in the savings account and that I should have received the check 7 days after it closed. Called 11/11/24 and told the check was sent to my old address. My old address was never given when I opened the account from my current address. Was told check would be cancelled and sent to current address. Called 11/22/24 asking where my check was. Now being told the account is in fraud status. I just want my money back - I did not request my account to be closed. I received monthly statements with the last one being 9/30/24. Then 10/15/24 account was closed, have been told money was placed in "unclaimed property". Can't seem to get a straight answer - or a different answer everytime I call.

  Business Response

  Date: 11/27/2024

  BBB Response Ball
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on November 22, 2024. The Bank appreciates the opportunity to address the additional concerns raised by ******** **** (the Customer) related to the closure of their ************** Account (OSA).
  On February 21, 2024, the Bank conducted an account maintenance review and identified security concerns regarding the Customers profile. Subsequently, the Bank restricted the Customers online banking access until the security concerns could be resolved. From February 2024 to October 2024, the Customer did not contact the Bank regarding their account access.
  Due to the unresolved ongoing security concerns, on October 14, 2024, the Bank made the business decision to close the Customers OSA. On October 27, 2024, the Customer contacted the Bank regarding the closure of their account. A Bank specialist attempted to assist in resolving the security concerns, but the security concerns remained.
  On November 22, 2024, the Customer contacted the Bank to resolve the security concerns. A Bank specialist assisted in resolving the security concerns by authenticating the Customer using alternative methods. Subsequently, the Bank re-opened the *** and credited the funds with the appropriate interest. In addition, the Bank restored the Customers online banking access.
  On November 26, 2024, the Customer initiated an outgoing transfer from their *** to an external account. Subsequently, the Bank successfully processed the Customers request. Due to the experience, the Bank will be providing the Customer with a credit to the 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.

  Customer Answer

  Date: 12/03/2024

   
  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 will point out that Marcus never contacted me regarding the "issue" with my checking account, nor was my account flagged when I occasionally logged into check it.  They have had my phone number the entire time to contact me AND have had my ONE mailing address I gave them when I opened the account to mail me with said "issue", they never did.  When I received a call from Marcus with the resolution, I was told that the "automated system randomly checks accounts and flagged mine from an unknown reason".  It then closed my account.  
  
  Sincerely,
  
  ******** ****