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:11/22/2024

  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.

  A few days ago, I opened a new online savings account with **********************. After transferring two deposits into the account, it was locked the next day. Since then, no one has addressed my issue. I am unable to access my account or check the status of my funds. I have not received any email notifications or explanations, except for being informed that my account is locked when I try to log in.I have been calling customer service for two consecutive days, and they claim they are unable to send me the mobile verification code. However, I received verification codes when I opened the account. I suspect this is an issue with their internal IT system. It is unacceptable that customers are left unable to access their accounts in such a situation.

  Business Response

  Date: 11/25/2024

  BBB Response Luo
  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 concerns raised by ******* *** (the "Customer) related to accessing their ************** Account (OSA).
  On November 20, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customers identity, and restricted the **** Later that same day, the Customer contacted the Bank regarding their account access, but the security concerns remained. Subsequently, as an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the Customer. The Bank is currently waiting to receive the completed documentation from the Customer.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:11/20/2024

  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 recently submitted disputes because packages were never delivered to me and the companies refuse to refund me. The company told me to reach out to the shipping company, so I did and filed a complaint with them. They confirmed the packages are lost and sent me a document stating they were lost and to get a refund from the company. The company still would not refund me, so I opened the disputes. Goldman Sachs claims they investigated it and confirm they were delivered to me. They leave the dispute open for months with no updates, and then side with the merchant every time. I requested documentation of their investigation twice now which has yet to be provided to me. They also never reached out to me for additional information. I do not understand how they are siding with the merchant when I have proof from the **************** that I did not get my packages. It seems that they do absolutely no investigation and then side with the merchant every time. I am now out $500 because my packages never got delivered, I have proof they never arrived, and Goldman Sachs does nothing for their customers to assist.

  Business Response

  Date: 11/26/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on November 20, 2024. ******** appreciates the opportunity to address the concerns raised by ********** ******** (the Customer) related to ************ disputes with merchant ********* for $375.12, and 1 with merchant *************** for $99.89.
  
  ******** conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed 1 transaction on September 26, 2024. ******** applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the merchant because evidence provided showed order details, Customer details, and proof of delivery. As a result, the temporary credit that was applied to the Customers account was reversed on November 14, 2024. ******** sent the Customer an email detailing the dispute outcome.
  
  The 2 disputes with the merchant ********* remains under investigation, and the Bank expects completion within 2 full billing-cycles from the date of receipt and no later than 90 days from date of receipt. During the investigation, the account does not incur interest for the amount in dispute and the Customer is not responsible for repayment.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22584016
  
  I am rejecting this response because:
  One of the complaints I am referring to has been closed. I have requested the investigation results twice and have been provided nothing, yet you sided with the merchant. I should be sent the proof that made you side with the merchant but I was provided nothing. 
  Sincerely,
  
  ********** ********

• Initial Complaint

  Date:11/18/2024

  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.

  On or around 10/17/24 I phoned Marcus by Goldman Sachs to inform them I was opening a ** and I was verifying the 2 deposits required to verify the account the funds were coming from. The Agent informed me she could open the ** over the phone. I said ok and informed her I wanted to open the 9 month ** @ 4.30 APY. I then gave her the routing # and account# to transfer the amount of $240,000.00. She acknowledged my request and said it would take a few days to receive. On 10/22/24 I logged on to my Marcus account and discovered the ** was opened as a 12 month ** in error. I have phoned approx. 10 times requesting the error be corrected. I was told I would have to pay a penalty for $2,400 and rate had decreased and I would no longer receive the 4.30%. I requested a Supervisor each call and was denied. They also said another **** had to review my request and would contact me in 1-3 days even though it was their error. On 11/14 I received a call back from **** who stated she was a Manager and said she reviewed my case and it was entirely their error and it will be fixed immediately with no early withdrawal fee and I will receive the same rate of 4.30% spy for the initial requested term of 9 ************, 11/18 I checked the website and it has not been corrected so I phoned and said I want my money returned to me with the accrued to date interest as they are not correcting the error as stated. The representative told me she cannot as it is still being reviewed. I believe they are illegally refusing to return my funds back to me and so I will file an additional complaint to the ************************************ and seek legal advice as they have given me no other choice.

  Business Response

  Date: 11/25/2024

  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 19, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ****** (the "Customer) related to their Certificate of Deposit (**).
  On October 17, 2024, the Customer contacted the Bank requesting to open a new nine-month term **.Subsequently, the Bank specialist assisted the Customer with opening the ** account; however, the Bank specialist opened the account with the incorrect term length. On October 27, 2024, the Customer contacted the Bank with concerns regarding the ** term and the Bank opened an investigation into the Customers concerns.
  After further review, on November 20, 2024, the Bank completed its investigation, and updated the ** account to a nine-month term with the appropriate annual percentage yield. 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.

• Initial Complaint

  Date:11/17/2024

  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.

  Marcus put a hold on my account without notifying me. They then continued to receive direct deposits but did not allow money to leave the account for credit card payments or external transfers. They then did not allow me to remove the hold online or over the phone.

  Business Response

  Date: 11/22/2024

  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 18, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** ********* (the "Customer) related to the accessing the funds in their ************** Account (OSA).
  On November 3, 2024, the Customer initiated an outgoing transfer from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and sent a notification to the Customer to address the concerns. Subsequently, the Bank declined the transfer and restricted the ****
  On November 18, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist informed the Customer that the funds may only be transferred from a personal account in the Customers name in accordance with the Banks Deposit Account Agreement. Subsequently, the Bank specialist restored the Customers online banking access.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:11/16/2024

  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 Goldman Sachs makes it easy to transfer money but then makes it extremely hard to transfer money out. The historical transfers have always been between the same accounts. Their nonprofessional manner and unreliability resulted in the delay of my transfer and thus affecting my business transaction accordingly. When they sent me email saying that the transfer was not successful, they wanted me to call them which I did on November 9, 2024. However, the agent taking the call told me "I do not know why the system does not allow me to do this, to do that, and so on". I said that this happened before and with the fact that the executive team promised to prevent the similar transfer issue a few months ago. I requested the earliest call on the following Monday which is November 11. As of this complaint November 16, no one from Goldman Sachs has reached out to me to solve the problem yet and my money still gets stuck with them. This resulted in I having to seek for temporary fund elsewhere to meet the business deadline. Adding on to that, my CDs are matured and there is no way I could do anything with MY MONEY. I request them release my money and any compensation that comes with it. I would strongly recommend friends and family to stay away from Goldman Sachs at the same time.

  Business Response

  Date: 11/25/2024

  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 20, 2024. The Bank appreciates the opportunity to address the concerns raised by **** ****** (the Customer) related to accessing their ************** Account (OSA).
  On November 7, 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 with the external account and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the Customers account. On November 9, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained.
  On November 20, 2024, the Customer contacted the Bank and a Bank specialist assisted with resolving the security concerns by verifying the Customers identity using alternate methods of verification. The Bank specialist then restored the Customers online banking access. In addition, the Bank specialist advised the Customer that funds needed to be returned to the original funding account. During the call, the Customer requested two transfer requests from their *** to separate external accounts. Later that same day, the Bank successfully processed one of the transfers to the original funding account; however, security concerns were identified with the second transfer as funds needed to be returned to the original funding account and the Bank declined the request.
  The following day, the Customer contacted the Bank regarding the declined transfer.A Bank assisted the Customer with imitating a wire transfer from their OSA to the original funding account and the Bank successfully processed the request.  Due to the experience, the Bank will be providing 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.

• Initial Complaint

  Date:11/15/2024

  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.

  Called in for wire transfer(not ACH) from marcus account to external account. My call was handled by the agent name(Tianeshia) with the understanding that wire transfer method will only take 1 hr to deposit the money at external account. After the agent initiated the wire transfer, I was told that the review will take 1-3 business day for this wire transfer. She did not disclose or explain to me the review processing time before i made the decision. I escalated this to her supervisor named("Keana") but she did not seem to understand what was the issue impacting to the customer due to agent's action. She even told me that this is what/how GS is operating and i as the customer should know better. This is unacceptable and not happy with the whole situation. I asked ***** whether i can speak with her manager and she said she was the one and i have no further person to complain or speak about. This is the complete lack of professionalism from customer service manager to handle what the customer needs. If anyone from ********************** management wants to speak with me at ************. i am happy to speak or discuss further.

  Business Response

  Date: 11/20/2024

  BBB Response Tun
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on November 15, 2024. The Bank appreciates the opportunity to address the concerns raised by **** *** (the Customer) related to accessing funds in their ************** Account (OSA).
  On November 15, 2024, the Customer contacted the Bank to request an outgoing wire transfer from their *** to an external account. A Bank specialist submitted the request and advised the Customer that a wire transfer request will be processed within 1-3 business days, per the Banks Deposit Account Agreement (DAA). During the transfer processing review, the Bank identified security concerns regarding the external account, declined the transfer, and restricted the *** until the security concerns could be resolved.
  On November 18, 2024, the Customer contacted the Bank regarding the declined transfer. A Bank specialist informed the Customer that an external account must be in the name of the Customer in accordance with the Banks DAA. The Customer understood and the Bank specialist removed the restriction from the **** Later the same day, the Customer initiated a transfer from their OSA to an external account in their name.Subsequently, the Bank successfully processed the Customers transfer request that same day.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 11/20/2024

   
  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:11/15/2024

  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.

  My account at ******************** was placed under a temporary lock and I was not notified until I tried to log in. When I called their help line, I was simply told that the account was under review and they did not know how long it would take to resolve the issue. Initially, I was given no information regarding how to follow up on the account review (e.g. phone number to call, case number for reference, etc.) It was only after I insisted and complained that I was finally given a case number for future reference. As long as my account is locked, I have no way of withdrawing the money in the account, monitoring transactions, or performing other basic functions. Were I to suddenly have need of my savings, I would simply be out of luck, and Marcus has provided me no method of recourse, no contact information beyond their help line, and no way of knowing when I'll be able to access my money again.

  Business Response

  Date: 11/20/2024

  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 15, 2024.  The Bank appreciates the opportunity to address the concerns raised by ******** ******* (the Customer) related to accessing their ************** Account (OSA).
  On July 31, 2024, the Bank identified security concerns regarding the Customers identity and restricted the Customers account. Between August 2024 and October 2024, the Customer did not interact with the Bank regarding their OSA.
  On November 15, 2024, the Customer contacted the Bank regarding their account access and a Bank specialist assisted with resolving the security concerns by authenticating the Customer using alternate methods. After further review of the Customers profile, on November 18, 2024, the Bank successfully restored the Customers online banking. 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: 11/20/2024

   
  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:11/14/2024

  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.

  Ive been trying to do a wire transfer into my acvount and close my Marcus account due the issues Ive had. I was told they needed to verify my old account was closed we did that on a 3 way call and they still doze my funds. Then they said they needed to verify the new account belonged to me we did that and then they still froze my funds once again.

  Business Response

  Date: 11/21/2024

  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 14, 2024. The Bank appreciates the opportunity to address the concerns raised by Tanniececia ****** (the "Customer) related to the closure of their ************** Account (OSA).
  On November 8, 2024, the Customer contacted the Bank to request an outgoing wire transfer from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and sent an email notification to the Customer to address the concerns. Consequently, the Bank declined the transfer.
  Later that same day, the Customer contacted the Bank regarding the declined transfer. A Bank specialist advised the Customer that the funds needed to be transferred to the original funding account, but the Customer confirmed the account had been closed. Subsequently, the Bank specialist conducted a three-way call with the external institution and confirmed that the account had been closed.  
  On November 12, 2024, the Customer contacted the Bank requesting to close their OSA; however, due to a processing error,a Bank specialist declined the transfer. Consequently, the Customer experienced a delay in accessing their funds. On November *******, the Bank contacted the Customer to re-initiate the closure of the account.The following day, the Bank successfully processed the Customers request to close the account and transfer the funds to an external account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:11/13/2024

  Type:Sales and Advertising 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.

  We have received for the third time now mailing from Marcus which should not be coming. I phoned them and asked them nicely to stop. But they persist on tormenting us and sending confidential information of their customers to strangers. We are not their customer and want them to stop mailing to our address.

  Business Response

  Date: 11/20/2024

  BBB Response Reidhaar
  22547685
  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 13, 2024. The Bank appreciates the opportunity to address the concerns raised by **** ******** (the "Consumer) related to an account held for a third-party.
  On November 13, 2024, the Bank received a notification from the Consumer with concerns related to statements received for an account held for a third-party. On November 19, 2024, the Bank contacted the Consumer to discuss and resolve the concerns.
  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.
  

  Customer Answer

  Date: 11/20/2024

   
  Better Business Bureau:
  

  We suddenly received a postal mailings from Marcus - Goldman Sachs to our address and the name of a person who doesn't live here.  I phoned Goldman Sachs and asked them to stop mailing things to us.  They refused and said the stranger who it was addressed to needed to make the request.  I pointed out they were harassing us and sending someone's personal information to a stranger.

  I turned to the BBB as a way to try forcing Goldman Sachs to cease mailing someone else's account information to us.  Several days after filing the complaint, on 11/19/24, ******* from Goldman Sachs phoned me from *************.  By that time we had received three mailings with this same person's name on it.  She asked me if I could give more information including asking me the account number.  I didn't do that pointing out it would require opening somebody else's mail to find out.  I asked if they would stop mailing to us and she said they would.  I am taking her at her word.  Time will tell.  It has been one day so far. 

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

• Initial Complaint

  Date:11/13/2024

  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 ***** CARD/***********, I do not have a contract with ***** CARD/*********** they did not provide me with the original contract as i requested

  Business Response

  Date: 11/20/2024

  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 November 13, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** ******* (the Customer) related to the debt owed for ************************ conducted an investigation and confirmed no error occurred. Based on the Banks investigation, the Bank determined the Customer is liable for the account. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on July 27, 2022. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  The account was charged off and closed on August 31, 2023, as a result of the Customer failing to make a payment to satisfy the amount due by February *******. 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. The Bank sent the Customer the requested documents on November 20, 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 liable for the total balance on the account in the amount of $6,714.75.
  Based on the above details, the Bank kindly requests for this complaint to be closed.