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:09/08/2024

  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.

  On 6/4/24 I assisted my mother with opening a account with Marcus. On 6/4/24 deposit of $25,518.52 was made, on 6/6/24 deposit of $50,0000 was made and then 6/17/24 a deposit of $57,368,96 was made. All 3 deposits were transferred from her local bank. Then on 6/29/24 a deposit of $244,987.47 was added to the account, this was from a real estate transaction.
  
  On 8/16/24 we initiated a transfer of $130,000 to a different financial institution so we could not have her funds all in one account. On 8/19/24 I received a call from Marcus asking to speak with my mother. I advised that she was unavailable as she was residing in a Assisted Living home. The CSR advised me that because she could not speak to my mother that the transfer was being rejected. OK I thought what do I need to do here. She advised me to send in the Durable Power of Attorney form that I hold for my mother. I sent the form on 8/21/24 via overnight mail service. I contacted Marcus on 8/26/24. I was advised to leave a message for the department reviewing the POA, which I did. They called me back on 8/27/24 and advised that they would regular mail documents that I needed to sign. I sent those documents along with my POA via overnight service on 8/29/24. We assumed all would be processed very quickly so on 9/4/24 we initiated a transfer in the amount of $150,000 to another financial institution. Having issues the last time around I (with my mom present to give voice approval) I contacted Marcus on 9/6/24 to check the status. On this date things got worse. Long story short is that 2 different CSR's advised me (with my mom present) that her account and funds had been put on hold and that we could not access any of the funds. Complete shock summed up what we thought. After thinking the transfer was just on hold I (with mothers approval) requested to close out the account entirely. We were advised no funds could be dispersed, not even $1.00. My mother has bills that need paid, we need access to her account ASAP!

  Business Response

  Date: 09/13/2024

  BBB Response Blankenship
  ID 22256394
  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
  September 8, 2024. The Bank appreciates the opportunity to address the concerns
  raised by Shawn Blankenship (the “Consumer”) related to adding Power of
  Attorney to an Online Savings Account (“OSA”).
  On August 27, 2024,
  the Consumer submitted documentation to be included as Power of Attorney on an
  OSA. On September 6, 2024, the Consumer contacted the Bank to
  inquire about the Power of Attorney documentation and a Bank specialist opened
  an investigation into the Consumer’s concerns. On September 12, 2024, the
  Consumer contacted the Bank and a Bank specialist informed the Consumer that
  the investigation is in progress and to allow 7-10 business days.
  For security purposes, the Bank
  is unable to share any details or account information with a third party. If
  the Consumer requires additional assistance, the Consumer may call the Bank
  toll-free at 1-855-730-SAVE (1- 855-730-7283), Monday to Friday, 8 am – 10 pm,
  or Saturday to Sunday, 9 am – 7 p m ET.
  Based on the above details, the Bank kindly requests this
  complaint to be closed.
  
  
  

  Business Response

  Date: 09/24/2024

  BBB Response Blankenship
  ID 22256394
  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 September 17, 2024. The Bank
  appreciates the opportunity to address the additional concerns raised by Shawn Blankenship (the
  “Consumer”) on behalf of Ava Blankenship (the "Customer”) related to accessing the Customer’s Online
  Savings Account (“OSA”).
  For security purposes, the Bank is unable to share any details or account information with a third party. If
  the Consumer requires additional assistance, the Consumer may contact the Bank toll-free at 1-855-730-
  SAVE (1- 855-730-7283), Monday to Friday, 8 am – 10 pm, or Saturday to Sunday, 9 am – 7 p m ET for
  further assistance.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 09/25/2024

   
  
  Complaint: 22256394
  
  
  
  I am rejecting this response because:

   

  Technically I am accepting the response; however by clicking "Reject" it allowed me to leave a summary. After speaking to probably the 15th person at Marcus over a 5 week period the account was finally able to be closed and I as the Power of Attorney for the account holder was able to receive the funds in the account. The manner in which Marcus treated me over the 5 week period could never be explained with the word count that is allowed within this complaint response. Marcus must think it is ok and almost a joke to mess with people and their finances. Marcus can say what they want about protecting the account holder, privacy related items, etc. etc. etc. As a POA for my mother Marcus is not the first, second or even third financial institution I have dealt with however Marcus is by far the worst financial institution I have ever dealt with. There is really no point here going on and on as it would not matter. Marcus is a plus billion dollar company who cares about their bottom line and NOT taking care of the customer.
  
  
  
  Sincerely,
  
  
  
  Ava And Shawn Blankenship

• Initial Complaint

  Date:09/07/2024

  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 an account for my mother to earn more interest (I have POA for her - she has dementia). After ~ 2 weeks, Marcus placed a "security hold" on the account. I sent POA to them on August 2, 2024. Since that time I have spoken to them weekly. Apparently a POA cannot open an account for someone else. OK. We decided to close the account and send the money back to the originating account. It has now been 5+ weeks since the security hold and the money is still frozen in the opened Marcus account. I am getting no where with them.

  Business Response

  Date: 09/13/2024

  BBB Response Andersen
  ID 22254099
  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 September 7, 2024. The Bank appreciates the opportunity to address the concerns raised by Robert Andersen (the “Consumer”) related to an account held for a third-party.
  The Bank completed its review of the Power of Attorney (“POA”) documents received from the Consumer; however, the Bank is not able to approve the documentation and recognize the Consumer as a POA. Unfortunately, the Bank is unable to provide any information related to a third-party’s account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/04/2024

  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'm filing this complaint because Marcus by Goldman Sachs has hold on to more than 220 thousand dollars of my money for no good reason (they refuse to disclose). I would like my account unlocked by Marcus as soon as possible.
  
  On Sept. 4th, I received an email from Marcus by Goldman Sachs that my account was locked and I should call them at 855-730-7283. I did not try to login with a wrong password or withdraw money before my account was locked, so I have no clue why they locked my account.
  
  After calling the number given to me, the customer service representative, Cashmere (might have spelled the name wrong), asked me to provide my name, date of birth, social security number, and the secret word. In addition, she asked me to give her my phone number to receive a one time passcode. I gave her my personal phone number and corporate phone number, both of which she said "do not qualify" to receive their their one time passcode. She refused to disclose why my numbers did not qualify, so I had to keep trying with my friends' phone numbers, which also did not qualify. After I tried 5 numbers, she said she could not let me try more and had to create a case with the review team to unlock my account, and she claimed would take 3-7 business days, but in reality people with similar experience reported it took them more than 2 weeks to unlock their account. At the end of the call, she still refused to let me know why they locked up my account.
  
  I am in negotiation with a car dealer to buy a Mclaren 570s, and I need to withdraw money in the next few days. With Marcus locking up my account I cannot proceed with my deal.

  Business Response

  Date: 09/11/2024

  BBB Response Song
  ID 22240067
  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 September 4, 2024. The Bank appreciates the opportunity to address the additional concerns raised by Ziyang Song (the “Customer”) related to accessing their Online Savings Account (“OSA”).
  On September 3, 2024, the Bank received a withdrawal request to an external account from the Customer’s OSA. During the transfer processing review, the Bank identified security concerns regarding the external account and attempted unsuccessfully to contact the Customer. Consequently, the Bank restricted the OSA until the security concerns could be resolved.
  The following day, the Customer contacted the Bank regarding their account access, but the security concerns remained. On September 9, 2024, the Customer contacted the Bank and a Bank specialist assisted with resolving the security concerns by verifying the Customer’s identity utilizing alternate methods. Subsequently, the Bank specialist restored the Customer’s online banking access. During the call, the Customer then requested an outgoing transfer request from their OSA to a linked account which the Bank successfully processed the same day.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/04/2024

  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 had money in my Marcus account for over a year now. Yesterday, I tried to transfer money back to the same account I deposited it in, Marcus blocked the transfer and locked my account because they thought it raised some security issues. I don't understand why transferring money back to an existing account that I've already linked to Marcus for over one year would cause some security issues? Could it be that Marcus only allows me to deposit money in their bank and does not allow customers to transfer money away? Now they wanted me to wait. That's so frustrating and I just want my money withdrawn from Marcus. I hope you are able assit me in obtaining my funds from this banking institution.

  Business Response

  Date: 09/09/2024

  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 September 4, 2024. The Bank appreciates the opportunity to address the concerns raised by *************** (the "Joint Owner)related to accessing their ************** Account (***).
  Per Bank records, on September 3, 2024, the Primary Owner initiated an outgoing transfer request from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the external account and attempted unsuccessfully to contact the Primary Owner. Consequently, the Bank declined the transaction and restricted the *** until the security concerns could be resolved.  
  The following day, the Primary and Joint Owners contacted the Bank to regarding their account access. A Bank Specialist assisted with conducting a three-way call with the account holders and external institution successfully verifying the ownership of the external account. Subsequently, the Bank specialist restored the account holders online Bank access. During the call, the account holders then requested to re-initiate the transfer, which the Bank successfully processed on September 5, 2024.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/04/2024

  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.

  (Marcus case number for reference: ************) On 08/11/2024, I transferred $10k out of my Marcus savings account. By 08/13/2024, Marcus locked me out and asked me to call them. I verified my identity with a telephone operator using my name, SSN, DOB, and secret word. I was then transferred to a specialist who needed to verify my phone number via a PIN, but my number was deemed "not eligible." The specialist then requested my driver's license/Real ID, but Wisconsin was not on their list. Without verification, I was told to call back in 3-7 business days.
  
  On 08/20/2024, after five business days, I called again at 10:30 am CST. The process was the same: verification issues with my phone number and driver's license, and I was told to wait another 3-7 days. On 08/27/2024 at 1:05 pm CST, the same issues arose, and I was told my case was still under review and to call back after another 3-7 days. I expressed frustration about the repeated waiting periods, and the specialist advised calling directly in three days.
  
  On 08/31/2024, I called again at 11:21 am CST but was told to wait 7-10 more days. I was advised to use a relative's number for verification and to contact a supervisor after Labor Day. On the same day, at 12:06 pm CST, I provided my partner's number, but it also failed. I was again told to wait 7-10 days.
  
  After Labor Day, on 09/03/2024 at 9:43 am CST, I called for the sixth time. The process repeated, with issues sending a PIN to both my and my partner's numbers. I requested to speak with a supervisor. The supervisor had no additional information, couldn't contact the reviewing department, and couldn't provide a timeline. I was told the back office handling the review does not take customer calls. Despite six calls, there was no progress or communication about when my issue would be resolved. Every time I was fooled into waiting for 3-7 business days. This ongoing lack of access to my funds has been causing significant mental stress and frustration.

  Business Response

  Date: 09/10/2024

  BBB Response Liu
  ID 22236481
  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 September 4, 2024. The Bank
  appreciates the opportunity to address the concerns raised by Yijun Liu (the “Customer”) related to
  accessing their Online Savings Account (“OSA”).
  On August 13, 2024, the Bank received a withdrawal request from the Customer’s OSA to an external
  account. During the transfer processing review, the Bank identified security concerns and attempted
  unsuccessfully to contact the Customer. Consequently, the Bank restricted the account until the security
  concerns could be resolved.
  Between August 20, 2024, and September 3, 2024, the Customer contacted the Bank regarding their
  account access, but the security concerns remained. On September 6, 2024, the Bank contacted the
  Customer to address the security concerns and a Bank specialist assisted with verifying the Customer’s
  identity utilizing alternate methods. Subsequently, the Bank specialist restored the Customer’s online
  banking access.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/04/2024

  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 did two transfer out from Marcus savings account to external my Bank of America account on 8/27 but returned, I called to verify the transactions but they locked my account. I provided all the correct info to verify but the customer service rep and plus supervisor gave me hard time keeping saying they cannot verify me, I must wait for someone from their review department to call me. I got a missed phone call on 9/2 from Marcus and the lady left message ask me call back to Marcus, I did, but the reps there still refuse to verify and let me wait for another phone call. I totally called 5 times since 8/28 but still has not get an answer. I feel like Marcus intentionally hold funds and locked account. it is shady because the following ready during the phone calls:
  
  1. they keep saying will send me a code to 2 phone numbers that I don't recognize
  2. they also said since you have CA driver's license, so they cannot send me code
  3. they asked me if I want to change my secret questions even cannot verify me
  4. they transfer me to Goldman Sachs customer phone, saying they don't have full of my info, only Goldman Sachs has. Goldman Sachs customer rep verified me successfully by using the info I provided to Marcus, same answers
  5. after they failed to verify me, I asked I can provide my account number to make sure we are talking about the customer is me, but they said giving account won't help
  6. they should verify external accounts already after I setup my own external account earlier. I did many times transfer in & out before, no problem, but this time they locked my account
  7. they don't transfer me to the correct department when I call they, only let me wait for someone call me. If I miss the incoming call, I have to call back report the issue again and again, then waiting for they call me back one more time.
  
  Now I want transfer the money around $161k to my external account, this is urgent funds to buy the house and i will get penalty if I don't pay escrow on time

  Business Response

  Date: 09/11/2024

  BBB Response Meng
  ID 22236456
  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 September 4, 2024. The Bank appreciates the opportunity to address the concerns raised by Wenjuan Meng (the “Customer”) related to accessing funds in their Online Savings Account (“OSA”).
  On August 28, 2024, the Customer initiated two outgoing transfers from their OSA to an external account. During the transfer processing review, the Bank identified security concerns with the Customer’s identity and reversed the transfer. The Bank attempted unsuccessfully to contact the Customer to address the security concerns; thus, the Bank restricted the Customer’s OSA until the concerns could be resolved. Later that day, the Customer contacted the Bank regarding their OSA access; however, the Bank could not successfully authenticate the Customer and the security concerns remained.
  After further review, on September 9, 2024, the Bank contacted the Customer and assisted with resolving the security concerns using alternate methods. Subsequently, the Bank specialist removed the restrictions from the Customer’s OSA. On September 10, 2024, the Customer initiated a successful outgoing wire transfer from their OSA to an external account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/03/2024

  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.

  My wife and I have a joint savings account at Marcus By Goldman Bank. We opened this account on July 14, 2024. Since we opened this account, it has been a nightmare. My access has been blocked twice and even after calling numerous times and providing all the correct information, they say there is a problem. I spend hours calling this bank, which has the worst customer service, and nothing gets resolved. On August 29, I transferred funds to my Bank of America and the amount was returned to the Marcus account. They still keep my access blocked. My wife has access to the account, but it is frozen. She can only see our money. They do not allow her to transfer her. Every time she tries to transfer, there is an error. It's absurd that they hold onto our money. They have done this to many customers. There are hundreds of customers with blocked accounts and with held money. It's no use calling, sending a message through chat because nothing gets done! They just deceive you and you are left without your money. They ask for 5 to 7 days to make a fool out of you and never call back. I feel cheated by this bank.

  Business Response

  Date: 09/10/2024

  BBB Response Florido Da Silva
  ID 22232480
  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 September 3, 2024. The Bank
  appreciates the opportunity to address the concerns raised by Joao Batista Florido Da Silva (the
  "Customer”) related to accessing their Online Savings Account (“OSA”).
  Per Bank records, on August 30, 2024, the Customer initiated an outgoing transfer request from their
  OSA to an external account. During the transfer processing review, a Bank specialist erroneously
  identified security concerns regarding the OSA, declined the transfer, and restricted the account.
  After further review, on September 9, 2024, the Bank restored the Customer’s online banking access.
  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: 09/11/2024

  Complaint: 2223248
  I am rejecting this response because:
  
  In less than 50 days, I had my access blocked. Dozens of times I call and they never solve the problem. My money continues to be held. My wife and I cannot withdraw our money to pay our rent. My wife scheduled a transfer for 09/09/24 in the amount of 2,500.00 and once again you did not complete the transfer, holding our money. She made another transfer appointment for 1,500.00 for 11/11/24 and we are waiting. So far, I am still without money and with our money held. I logged into my Marcus account now and my access was restored, I made a transfer of 2,546.09 at this moment. I hope these transfers are made and are in my Bank of America account. Before I recover my money held by Marcus bank, I will not withdraw the complaint, I will do so after our money is returned.
  
  Sincerely,
  
  Joao Batista Florido Da Silvado Da Silva
  

• Initial Complaint

  Date:09/02/2024

  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.

  On June 8th 2023 my account was opened. On November 14th/15th 2023 I tried to withdraw $4,000 from my savings account to my checking account ( and my transaction got cancelled and I called Marcus by Goldman Sachs and they told me my account was locked due to fraudulent activity and whether they can confirm my identity and they use a phone number code system but they told me that my phone number wasn't coming up in their system because I just had my number for less than three months, so they asked me if I had an alternate phone number but I did not but they said they can verify my identity with a drivers license and I was able to acquire my driver's license by December 4th 2023 and when I called to use it they said it can't be used because Oklahoma driver license doesn't qualify they also let me know before I called them back on December 5th 2023 that I could use an affidavit of identity to get the money back but they always said I would get it in the mail but I never did I ended up having to get the affidavit of identity myself at a UPS which I mailed to their address which they received on the 13th of December and after multiple calles they always extended the deadline and I was so overwhelmed by the experience that I got tired. I still used to get monthly balances of the account and the last one I received was in march due to moving to a different address but I recently called them which was on August 27 2024 and that was the day my account got closed and moved to unclaimed funds and I called them back and they said it had already been closed due to inactivity since April of 2024. and as of March 31st 2024 there is 4,636.62 in the account and I want all of it back please.

  Business Response

  Date: 09/09/2024

  BBB
  Response Iyelolu
  ID 22229292
  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 September
  2, 2024. The Bank appreciates the opportunity to
  address the concerns raised by Toluwalase Iyelolu (the "Customer”) related
  to accessing funds from their Online Savings Account (“OSA”).
  On November 17, 2023, the
  Customer initiated multiple outgoing transfer requests from their OSA to an external
  account. During the transfer processing review, the Bank identified security
  concerns regarding the Customer’s identity, declined the transfer, and
  restricted the OSA until the security concerns could be resolved. Subsequently,
  the Customer contacted the Bank regarding their transfer requests, however, the
  Bank could not successfully authenticate the Customer and the security concerns
  remained.
  As an alternative verification
  method, the Bank requested an Affidavit of Identity (“AOI”) and the Bank
  received the completed AOI from the Customer on December 13, 2024. Unfortunately,
  due to agent error, the completed AOI was not properly reviewed. Subsequently,
  due to the unresolved security concerns, the Bank made a business decision to
  close the Customer’s OSA.
  On August 27, 2024, the Customer
  contacted the Bank regarding their OSA access and, after further review, a Bank
  specialist resolved the security concerns by verifying the Customer’s identity
  with the previously received AOI. Further, the Bank specialist advised the
  Customer that the funds must be transferred to the respective funding account.
  On September 6, 2024, the Bank reopened the Customer’s OSA with the appropriate
  funds and interested credited. Later that day, the Customer contacted the Bank
  to initiate an outgoing transfer request from their OSA to the respective funding
  account, which the Bank specialist successfully processed.
  Due to the experience, the Bank
  provided the Customer’s account with a credit as a token of goodwill.
  Based on the above details, the
  Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 09/10/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22229292, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Toluwalase Iyelolu

• Initial Complaint

  Date:09/02/2024

  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.

  The past year a company UTRTIN.com has been charging random amounts to my account. I've disputed them 5 times now. The last two times the customer service rep said they will ask for some written confirmation for me and nothing has been provided. Just the response that the "investigation team has made a determination that the charges are good" I can never get to a supervisor or someone in upper management. only employees that read a script. There are 33 transactions totaling around $1000.

  Business Response

  Date: 09/09/2024

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to Apple Card via the Better Business Bureau
  (“BBB”) Complaint Portal on September 2, 2024. The Bank appreciates the
  opportunity to address the concerns raised by Rodger Darby (the “Customer”)
  related to multiple transaction disputes with the merchant ulttis.com and
  utrtin.com totaling $1,358.74.
  The account is currently under review. The Bank requires
  additional time to complete the investigation. The Bank will follow up with the
  Customer on the completion of the investigation. The Customer can contact the
  Bank directly with any questions at 1-877-255-5923 or by message from the
  Wallet app. Bank representatives are available 24 hours a day, 7 days a week.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 09/10/2024

   
  
  Complaint: 22228616
  
  
  
  I am rejecting this response because:  I did not make these purchases.  if you go on the utrtin.com website and read it.  it's for some kind of membership.   If you select the 'billing questions' tab and read it.  it contradicts what charges they are sending to my apple card.  I'll type it here beacuse i've asked EVERYTIME for them to go check out the website.  it reads "We operate a repead billing policy.   This means that once your initial membership period has expired, for your convenience, your membership will be automatically be renewed at the SAME RATE that you signed up for ....

   

  If you will look at all the different amounts they are passing through, it is so obvious this is a scan company.  WHY can you provide me ANY information about what it is i purchased?  I"ve asked for this in writing from UTRTIN the last two rounds of complaints that went through the wallet app.  I'm in a vicious loop.  the charges are put back on my account ... I go through the app and complaing and the rep says they will take care of it.  a few weeks later they come right back to my account.
  
  
  
  Sincerely,
  
  
  
  Rodger Darby

  Business Response

  Date: 09/18/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on September 11, 2024. The Bank appreciates the opportunity to address the concerns raised by Rodger Darby (the “Customer”) related to multiple transaction disputes with the merchant ulttis.com and utrtin.com totaling $1,358.74. 
  The Bank conducted an investigation and confirmed inadvertent processing errors occurred. The Customer initially disputed the transactions in November 2023, February 2024, May 2024, July 2024 and September 2024. The Bank applied temporary credits while the disputes were investigated. Due to processing errors, the Bank resolved the disputes in favor of the merchant. As a result, the temporary credits that were applied to the Customer’s account were reversed January 2024, April 2024, July 2024 and September 2024. The Bank sent the Customer an email detailing the dispute outcome. 
  The disputes were reopened on September 12, 2024, and the Bank applied temporary credits while the disputes were re-investigated. The disputes were ruled in the Customer’s favor. As a result, the temporary credits that were applied to the Customer’s account were made permanent on September 17, 2024. The Bank sent the Customer an email detailing the dispute outcome. 
  Based on the above details, the Bank kindly requests for this complaint to be closed. 

• Initial Complaint

  Date:08/31/2024

  Type:Sales and Advertising 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 Aug 5, 2024, I opened a CD with Marcus by Goldman Sachs, and transferred 10,000.00 from my Truist bank savings. to that account. Aug 8, 2024, I transferred 10,000.00 from another Goldman Sach account. Aug 14, 2024 I inadvertently transferred 10,000.00 from a Truist account, which held retained earnings from my business. I was not aware at the time of the restrictions as I had not yet received any documents regarding them from the bank yet.
  
  I was later advised that the transfer from the business account was not possible, and that the funds would need to be withdrawn. I contacted Marcus, whose representative advised the transfer would need to be done on their end, which I authorized.
  
  I then received a call from Marcus advising the transfer was denied, and that the account would have to be closed, and all the deposits returned. I agreed, and authorized the closing of the account and return of the deposits.
  
  I Subsequently received several more calls from Marcus representatives, contradicting this arrangement, however the account was closed, and access to any funds was denied. Several calls later, I received another request confirmation, then a decline. A second confirmation was received , followed by another decline.
  
  Aug 30, 2024 I received a call from a Marcus representative who advised he had corrected the issue. While in the process of completing this procedure when we got cut off.
  
  I then called back the number which was answered by another employee. I asked to speak to the previous employee, but this request was denied. I requested that they contact, as it had only been 30 min prior; this again was refused.
  
  I was then transferred to different employee, who advised nothing told to me by any of the other employees was wrong. She again denied the transfer, adding no funds would be returned. The account is now locked.
  
  I now have $30,000.00 in limbo, with no access, not earning interest (for me) and apparently no recourse beyond your office.

  Business Response

  Date: 09/18/2024

  BBB
  Response Valentino
  ID
  22223980
  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
  September 11, 2024. The Bank appreciates the opportunity to address the
  concerns raised by Daniel Valentino (the “Customer”) related to a Certificate
  of Deposit (“CD”).
  On
  August 5, 2024, the Customer opened a CD and funded it the same day via an
  external account. On August 13, 2024, during an account maintenance review, the
  Bank identified security concerns regarding the external account and attempted
  unsuccessfully to contact the Customer. Consequently, the Bank restricted the Customer’s
  CD until the security concerns could be resolved. Per the Bank’s Deposit
  Account Agreement (“DAA”), a customer may not use a business account as an
  external account. On August 15, 2024, the Customer contacted the Bank and a Bank
  specialist informed the Customer the external account was not in compliance with
  the Bank’s DAA.
  On August 20, 2024, the Bank contacted the Customer and
  advised the funds need to return to the funding account. On August 27, 2024,
  the Customer requested to close the CD and transfer funds to the external
  account. Subsequently, the Bank specialist initiated the transfer from the CD
  to the external account on August 28, 2024. However, the next day, the Bank
  identified additional security concerns regarding the transfer and the external
  account. That same day, the Bank attempted unsuccessfully to contact the
  Customer to address the security concerns; thus, the Bank reversed the transfer
  and restricted the Customer’s CD until the security concerns could be resolved.
  On September 17 and September 18, 2024, the Bank contacted
  the Customer to inform them of the Bank’s decision to close the CD and to
  transfer the funds to the funding account. The Bank is currently in the process
  of sending funds back to the funding account and processing the closure of the
  CD.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 09/18/2024

   
  
  Complaint: 22223980
  
  
  
  I am rejecting this response because: I have been advised by the business on numerous occasions that they were  processing my transfer; I have yet to receive anything.

  I will not accept closure of the complaint until it is ACTUALLY resolved.  
  
  
  
  Sincerely,
  
  
  
  Dan Valentino