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:11/13/2024

  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 charter communications. i do not have a contract with Goldman Sachs. they did not provide me with the original contrat as i requested

  Business Response

  Date: 11/21/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau (BBB) Complaint Portal on November 13, 2024. The Bank appreciates the opportunity to address the issues raised by ****** ****** (the Customer)related to a personal loan (the Loan) serviced by Systems & *************************** (SST).
  Please be advised the Bank transferred the servicing of the Loan to SST effective December 11, 2023.
  The Bank has forwarded the Customers complaint to ***. *** will send a written response to this complaint directly to the Customer.
  The Customer may contact SST at **************.
  Based on the above details, the Bank kindly requests this complaint be closed.

• Initial Complaint

  Date:11/12/2024

  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.

  In early August, I set up an online savings with Marcus by Goldman Sachs. Being new to this, I wasnt sure how everything worked but I was able to manage to set up a CD. I was in the process of transferring money to set up another account. However, I got my account numbers confused. I did not have the money in the account that I was trying to transfer from. Ultimately this lead to me being locked out of my account, I have attempted to resolve this through customer service to no avail. I have given them all of my identifying information plus any other information they asked for they still continue to hold my account hostage.

  Business Response

  Date: 11/19/2024

  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 November 13, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the "Customer) related to accessing their ************** Account (OSA) and Certificate of Deposits (CD).
  According to Bank records, on July 19, 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.
  On August 3, 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. In addition, the Bank specialist attempted to conduct a three-way call to verify the external account; however, the attempt had been unsuccessful. As an alternative verification method, the Bank requested the Customer to provide external statements which the Bank received on August 23, 2024. Unfortunately,due to inadvertent errors, the Bank experienced a delay in reviewing the documentation and restoring the Customers account access.
  After further review, on October *******, the Bank resolved the security concerns and restored the Customers account access. Due to the experience, the Bank will be providing 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:11/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband ****** L. ***** passed away on Jan. 22, 2024. He was the owner of a Marcus by Goldman Sachs GM rewards card ending in **** and I was an authorized signer on the account. I was waiting for the current bill so that I could pay off any remaining balances on this account. I had not recieved a bill by 2/28/2024 and payment was usually due around the 13th of each month, so I contacted GM Rewards Card at **************, which I got off of a previous bill. I explained that ****** (my husband) had passed away and I wanted to clear up any debts that were pending on this credit card.I requested a balance on the account and asked if a bill had been mailed as I would like to pay the balance on the card in full. Immediately they refused to give me any information as I was only a signer on the account and not the owner and they also locked the online account access. I explained I only wanted to pay off the balance on the account. I spoke to ************ Chelesa, **************** as I tried to take care of this debt. I was able to secure a balance of $388.23 on 2/28/2024 and nothing else had been added to the balance so at 11:11 am on 2/28/2024 I paid GM rewards card ending in ****, $388.23 through PNC online banking using a joint checking account (both our names on account). The online payment was processed and delivered on 3/6/2024. Goldman Sachs deposited the funds to a ******** account on 3/13/2024. the check # from PNC was **********. I have a copy of the online check that was issued along with the banking info confirming deposit to ******** but I do not know how to scan it into the computer. My complaint is that upon putting a freeze on my deceased husbands credit reports in June 2024 I discovered that Marcus by Goldman Sachs GM Rewards credit card ending in **** had written off the credit card account balance and placed negative information on his credit report. I called ** on 6/25/2024 to address the payment. I received no help. I would like a refund of $388.23.

  Business Response

  Date: 11/19/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on November 12, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the Customer) related to probate on the ************************* conducted an investigation and confirmed no error occurred. The Bank is unable to provide any information to the Customer relating to the account as estate administrator/executor documentation has not been received. The Customer is listed as an authorized user on the account in question. Only account owners and their estates are personally liable for the debt. The Customer is encouraged to send estate administrator/executor documentation and a death certificate to the Bank for review and processing. Documents may be sent to: Goldman Sachs Bank ***, ****************************************************************. If documents are received confirming that the Customer is the administer/executor of the estate, the Customer may contact the Bank directly to service the account. The Bank is available by phone 24 hours a day, 7 days a week at **************.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 11/24/2024

  
  Complaint: 22540572
  
  I am rejecting this response because: I sent an online payment from a joint acct.for $388.23 to apply to acct. ending in ****. The payment was received and deposited however the account was not credited but was written off. I do not own the account so I want my $388.23 refunded to the joint account from which it came from. There is a will on file with VA. and I am sole heir my husbands estate. There is no executor of the estate. But I do not want access to his account I simply want the funds returned that were deposited to Marcus by Goldman Sachs GM card to their own account and did not credit account ending in **** but instead wrote the account off with the $388.23 balance still pending. I want the $388.23 that they have fraudulently kept. Since the funds sent from *** online bill pay joint acct. were not credited to account ending in ****, I want a refund of $388.23 that was sent to Marcus by Goldman Sachs GM credit card.

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

• Initial Complaint

  Date:11/10/2024

  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.

  I received an online savings account statement for a new account I never opened. Statement period is 10/1/2024-10/4/2024 for account ************. I've never heard of this bank, nor have I ever done business with this bank. This is clearly a fraudalent opening and needs to be not only closed immediately but a warning put on my name and ssn so this does not happen again.

  Business Response

  Date: 11/13/2024

  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 10, 2024. The Bank appreciates the opportunity to address the concerns raised by ******** ******* (the "Consumer) related to the unauthorized opening of an ************** Account (OSA).
  On September 18, 2024, an individual opened an OSA using the Consumers information. On October 2, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Consumers identity, and restricted the **** Subsequently, the Bank opened an investigation in the **** On October 4, 2024, the Bank completed its investigation and closed the account.
  On November 11, 2024, the Consumer contacted the Bank with concerns regarding to the *** and informed the Bank specialist that the *** had been opened without the proper authorization. However, the Bank specialist informed the Consumer that the account had been closed by the Bank previously. On the same call, the Bank specialist advised the Consumer of the documentation the Bank requires to release information used at the time of account opening.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 11/14/2024

   
  Better Business Bureau:
  
  While their details of what happened are incorrect, I was able to get someone on the phone who was able to close the account after my request on Nov 11th. They did not tell me the contents of the reply given to BBB.  But the account is closed nonetheless.  I will proceed with next steps to gather the additional details they could not give me over the phone.  I am still waiting for the closure letter.  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:11/09/2024

  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.

  Have been trying to close out my Apple Card since 7/6/24. Paid card in full on 7/6/24. Continue to be told that I owe money on the card. There was a disputed transaction that I was not told about. All of a sudden, Goldman Sachs reported my account past due to all credit bureaus and my credit score dropped over 65 points. Paid off remaining balance again from disputed charge.Even after I was told, the card was paid. They continue to this day to send bills of interest. Every time I called to pay off the card they cannot tell me if the card is paid in full. It makes no sense. Im not sure what to do anymore. I feel like I am linked to Goldman Sachs forever because of mysterious charges I have recorded phone conversations with customer service, I also have all the paperwork regarding this, however after all this time, can Goldman Sachs has not be able to tell me if the card is paid off. I do not understand. Their business practices are terrible. not sure what to do anymore?? This just goes on and on and they tell me that the system will not allow them to send me a letter stating that the balance is zero. How can this be possible?

  Business Response

  Date: 11/15/2024

  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 10, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** Del Pezzo (the Customer) related to credit reporting for the ************************** conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction with the merchant ********** in the amount of $175.89 on June 1, 2024. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the merchant. As a result, the temporary credit that was applied to the Customers account was reversed on August 27, 2024.The Bank sent the Customer an email detailing the dispute outcome.
  The Customer paid the account in full as of July 6, 2024, however the Customer was charged trailing interest appropriately as of July 31, 2024. To avoid being charged interest, customers must pay the monthly balance in full every month on or before the due date. If the monthly balance is not paid by the due date, interest begins to accrue. Interest is charged on the unpaid portion of the monthly balance and begins to accrue on new purchases until the monthly balance is paid in full. Any accrued interest will appear on the Customers next statement and in the wallet under latest Card transactions. When interest charges are assessed after the monthly balance is paid in full, it is because the Customer paid the prior monthly balance after the due date. There were transactions that posted to the account that were left unpaid and interest accrued in July 2024 September 2024. The Customer made two payments on October 2, 2024, and October 8, 2024, to pay the account in full. The Customer was charged trailing interest appropriately on October 31, 2024.
  As a courtesy, the Bank provided a courtesy interest waiver on November 9, 2024, to clear the remaining interest and bring the account balance to $0.00. The Customers account is Closed with a $0.00 balance. The Customer did not make a payment to satisfy at least the minimum amount due by July 31, 2024, until October 8, 2024. As a result, the Bank reported the account past due to the ************************** 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.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22536006
  
  I am rejecting this response because:

   If the customer continually calls the creditor to settle the account, the bank should be able to tell the customer with certainty whether it is paid in full or not. The customer service would tell me the account is paid, but in actuality it was not. There are interest charges on the interest charges that Goldman Sachs could not figure out on the phone. How is this the customers fault. Also, the Apple Card is attached to the Apple ID of the person the card is issued to. Because my Apple ID was hacked and I needed to change the Apple ID along with create new email address. Goldman Sachs told me they could not transfer the card to my new Apple ID. I did not even want to close the card, but I had no choice. When I asked Goldman Sachs to take down my new email address, they would not do it. They said that they couldnt do that. So I was not receiving notifications that anything was due on the account. It is the most crazy thing I have ever been through. I have paid off credit card accounts before over the phone, in full, with no issue. This company is not managed properly concerning the Apple Card. No matter what I did, I could not pay it off in full. I had attempted at least six times. Even after they put a negative comment onto my credit report. So no, I do not Except Goldman Sachs response.  

  
  
  Sincerely,
  
  ****** Del Pezzo

• Initial Complaint

  Date:11/08/2024

  Type:Product 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.

  Since 10/11/2024, my wife and I have been attempting to transfer initially $225,000, and later $256,000, from our Marcus high yield savings account to another bank (********) in order to move it into a **. Marcus has continually placed blocks on one or another of our accounts to prevent the transfer from going through, despite now over 4 attempted by us to call them and provide verification for the transfer to occur. We essentially feel their are holding our money hostage such that they can invest it and profit from it longer while we are at risk of losing investment income on it as federal interest rates drop and the available ** rates decrease accordingly. If we do not have the ** at ******** funded within a certain period of time, we will lose the higher interest rate opportunity and thousands of resulting dollars. ******** fails to contact us or provide appropriate explanations for why they keep blocking our attempted transfers despite our multiple phone calls with several accumulated hours on the phone with them.

  Business Response

  Date: 11/15/2024

  BBB Response Fram
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on November 8, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* **** (the Joint Owner) related to accessing their ************** Account (OSA).
  On October 11, 2024, the Bank received a withdrawal request from the *** to an external account. During the transfer processing review, the Bank identified security concerns and attempted unsuccessfully to contact the Primary Owner. ********************* declined the transfer and restricted the ***. The following day, the account holders contacted the Bank regarding the declined transfer. During the call, a Bank specialist assisted with resolving the security concerns by confirming the Primary Owners identity and confirming that the withdrawal request had been authorized. On October 17, 2024, the Joint Owner contacted the Bank to re-initiate the previous transfer; however, due to inadvertent errors, the Bank experienced delays in processing the request.
  On November 8, 2024, the account holders contacted the Bank regarding their account access and a Bank specialist assisted with restoring the account holders online banking access. Later that same day, the Joint Owner initiated an outgoing transfer request from their *** to a linked account and the Bank successfully processed the transaction. Due to the experience, the Bank will be providing a credit to the account as a token of goodwill within the next five business days. 
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  

  Customer Answer

  Date: 11/18/2024

   
  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:11/08/2024

  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 have been saving money in Marcus for my home purchase. On 12 November I have my closing date, hence I need to transfer all money by today 8th November.I reached bank on 7th November, to do a wire transfer to the title company for 220 K, which they denied.They then initiated a transfer to my external account, this too was reverted/denied later in the day.On 8th I again scheduled 2 transactions of 95K and 125 K to my external accounts because they will not do wire for **** reached them at 8 AM EST to ensure it is successful. They have asked me several security questions which i answered successfully. They then said this should go through which I have very little confidence on. I tweeted the issue on 8th and I am engaged with them on DM with no progress again. I feel trapped with Marcus bank at this point and have no trust based on complaints of same pattern.I will request BBB to interfere and also provide me compensation for financial loss if this does not go through. The compensation should include any price rise in property and additional fees incurred due to this delay.

  Business Response

  Date: 11/13/2024

  BBB Response Kumar
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on November 8, 2024. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the "Customer) related to a transfer from their ************** Account (OSA).
  On November 7, 2024, the Customer contacted the Bank to request an escrow wire transfer from their *** to a third party. Unfortunately, the Bank could not honor the Customers request to wire funds to a third party as the Bank requires transfers to be completed with an external account owned by the Customer in accordance with the Banks Deposit Account Agreement. During the call, the Customer then requested an outgoing transfer from their *** to a linked account. During the transfer processing review, the Bank identified security concerns regarding the Customers identity and declined the transfer.
  The following day, the Customer contacted the Bank regarding the transfer and a Bank specialist assisted with resolving the security concerns by verifying the Customers identity using alternate methods. Subsequently, the Customer initiated two outgoing transfers requests from their OSA to a linked account and the Bank successfully processed the requests the same day.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:11/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Savings and Credit Card accounts are "temporarily locked". I have spoken to 11 people since 11/2/24 and no one can help me. This is ABSURD. No one can verify who I am. I do not have access to my accounts. TWO cases have been opened! 2 hours on the phone and no solution, only apologies, we will get back to you.

  Business Response

  Date: 11/14/2024

  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 7, 2024. The Bank appreciates the opportunity to address the concerns raised by **** ******** (the "Customer) related to accessing their Certificate of Deposit (**).
  On September 9, 2024, the Customer opened a ** and initiated an incoming ACH transfer from their external account. On September 16, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customers identity, and restricted the ** until the security concerns could be resolved.
  On November 2, 2024, the Customer contacted the Bank regarding their ** access; however, the Bank was unable to clear the security concerns. After further review, on November 6, 2024, the Bank successfully authenticated the Customer, removed the restriction from the **, and restored the Customers online banking access. On November 7, 2024, the Bank contacted the Customer and informed of restriction removal.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:11/07/2024

  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 Apple Card *************. I *** not have a contract with *************, They did not provide me with the original contract as I requested.

  Business Response

  Date: 11/14/2024

  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 7, 2024. ******** appreciates the opportunity to address the concerns raised by ******** ******* (the Customer) related to validation of the debt owed for the ************************ conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on April 20, 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.
  ******** sent the Customer the requested documents on November 13, 2024,validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 statement, showing records of transactions and payments to validate the balance and the debt owed.******** successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The account was closed and charged off on November 30, 2023  as a result of the Customer failing to make a payment to satisfy the amount due by June 30, 2023. The Customer is responsible for the balance on the account in the amount of $2,354.68 provided in the latest statement from November 2023.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:11/06/2024

  Type:Product 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.

  Im here to formally file a complaint against Marcus by Goldman Sachs in regards to what has happened/is currently happening. I had opened up a high yield savings account with them in late 2023, putting in ****** dollars only for them to force close my account without communication to which, they are currently holding. I received a voicemail from them where I called them back. During this call, the representative was unable to access my account and told me that they would call me back. They failed to do so. I gave them a call back and a representative was able to tell me that they needed me to do a 3-way call with my bank and them, however, since my back was closed, I called back at a later time when my bank was open. I made sure to confirm that the lock on my account was able to be released. Upon confirmation, I called back and a representative told me that the number I registered did not correlate to my number in their public database. The number they read out was to a family member who is not on my phone plan, so they marked my account as fraud. Despite telling them so, they told me there was nothing they could do, but I can still remove the hold on my account. After another conversation to a different representative, they told me that it was already forced closed and that the other representatives must have been mistaken and that my money should be returned to soon. Fast forward to nearly a year later, my money still has not been returned and they were unable to provide me a date on when they would return it, after numerous exhausted attempts and calls to get them to release my money. Please help me get money back.

  Business Response

  Date: 11/13/2024

  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 7, 2024. The Bank appreciates the opportunity to address the concerns raised by An-******* ****** (the Customer) related to accessing their ************** Account (***).
  On November 9, 2023, the Customer initiated an incoming transfer from an external account to their ***. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank restricted the Customers ***.
  Later that same day, the Customer contacted the Bank regarding their account access, but the Bank could not successfully authenticate the Customer. Due to the ongoing security concerns, on November 16, 2023, the Bank made the business decision to close the Customers ***. Unfortunately, the Bank experienced a delay in closing the *** and returning the funds back to the Customer.
  On November 11, 2024, the Bank contacted the Customer to assist in transferring the funds to the funding account. Later that same day, the Bank successfully processed the Customers request. Due to the experience, the Bank 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.

  Customer Answer

  Date: 11/14/2024

   
  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,
  
  An-******* ******