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 1978 Cranberry Twp, PA 16066-0978

• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  

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:10/12/2024

  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 9/24/24 I received a notice from ******************************** that I had opened a bank account with *********************************************! I have nothing to do with this bank and was alarmed that someone had fraudulently opened an account with my name on it. *** has notified me twice that my name and Social Security number as well as thousands of other customers had been stolen. I called around thinking it possibly was connected to a new credit card I was receiving. No one knew and I have really been concerned about what to do so I opened an Experian account for further protection. They had no way of knowing what this was about! I was really upset knowing that all I have could be stolen on the dark web. I pay for home title lock also for added protection. I am 71 years old and cannot start over again! Then yesterday on 10/11/24 I received a letter in the mail saying Goldman Sachs had opened an account using my name and address without my knowledge. I can see how this could be used to steal my assets such by taking loans out in my name and added them to this account and then withdrawing without my knowledge until I try to sell my home at this address or start receiving bills. I have no idea what to do at this point to protect my assets. I thought I would start by contacting you because I know I have heard of this bank before and am aware that I don't have the means to fight this business. It upsets me that a business of that size would go after people my age and I hope this notice to you may help put a stop to this before more people are hurt. I do not know how to upload documents. The account statement says Marcus:by Goldman Sachs statement period 9/20 to 9/30 Tele#************** ************************ I want my name cleared of this bank completely before any transactions can be made and my credit score restored and I should not have to pay a lawyer to do this cause I never even solicited their business. I would like to know also if they are using my SS#. Thanks so much, *** ****

  Business Response

  Date: 10/18/2024

  BBB Response Pace
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on October 12, 2024. The Bank appreciates the opportunity to address the concerns raised by *** **** (the "Consumer) related to the unauthorized opening of an ************** Account (***).
  On September 20, 2024, an individual opened an *** utilizing the Consumers information. On September 23, 2024, the Bank identified security concerns regarding the *** and restricted the account.
  On October 12, 2024, the Bank received a notification from the Customer advising that the account had been opened without the proper authorization. Subsequently, the Bank opened an investigation into the Consumers concerns. On October 17, 2024, the Bank completed its investigation and closed the unauthorized ***.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:10/10/2024

  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.

  Purchased a vacation package to ********************* Group. Several payments were made to one vacation pckg totaling $2655.76. Payment breakdown below. I experienced horrible service for the most expensive property at the resort. The duration of the stay I dealt w/cockroaches in the room, broken air conditioning in 100 degree temps in every villa, broken locks in every villa, beds like concrete, abandoned by the hotel in the dark on a part of the resort I was unfamiliar with, horrible customer service, denied a manager to address concerns, laughed at by the staff for complaining, treated poorly like I was a burden for 6 days. I couldnt speak to a manager until checkout. From in person conversation and email the manager apologized and agreed to refund part of the stay. However, I told her I want the entire stay refunded because I had a horrible experience every single day as did others. I also reached out to corporate office who refused to talk to me and directed me to the hotel manager. I even messaged the CEO on ********. No response. Disputed through ***** Card and included the email chain between the manager and myself. Unfortunately, I could not include video because they dont accept video through the same method dispute information is accepted. No one is giving my dispute attention to detail or reading what Im submitting. The reason why I know is because I won part of the dispute for one of the payments. I submitted the exact same information for all the disputes. Since its for the same, stay all the disputes shouldve been won. The other issue is I was double charged $515. I told ***** Card that one of the duplicate charges was refunded. The other is a legitimate charge. I want resolution. ***** keeps telling me that I agreed to these terms and conditions. I did not.$531.15 4/8 Open dispute $313.97 4/22 Won dispute $515 5/6 Denied dispute $$515 5/7 duplicate charge credited by merchant $760.64 5/7 Open dispute $535 5/15 Open dispute Total $2655.76

  Business Response

  Date: 10/17/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on October 10, 2024. ******** appreciates the opportunity to address the concerns raised by ****** ****** (the Customer) related to transaction disputes with the merchant Palladium in the amount of $531.15, $515.00, $535.00, and $760.64.
  ******** conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transactions on June 14, 2024, August 16, 2024, August 29, 2024, and October 11, 2024. The **** applied temporary credits while the disputes were investigated. Due to a processing error, the initial disputes were resolved incorrectly in the merchants favor. As a result, the temporary credits were reversed on August 12, 2024, August 16, 2024, August 29, 2024, and October 10, 2024. ******** sent the Customer an email detailing the dispute outcomes.
  The disputes were reopened on October 11, 2024, and the Bank applied temporary credits while the disputes were re-investigated. The disputes were ruled in the Customers favor due to the Banks processing error during the initial investigation. As a result, the temporary credits applied to the Customers account were made permanent on October 11, 2024. ******** sent the Customer an email detailing the dispute outcomes. ******** regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:10/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marcus by Goldman Sachs is making it nearly impossible for me to close my account, which has $0. I have called twice now, and each time have been routed to 3 separate customer support representatives. This has been a complete waste of time for a financial account that has no monetary value.

  Business Response

  Date: 10/16/2024

  BBB
  Response *****
  ID ********
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above referenced complaint via the Better Business Bureau Complaint Portal on
  October 9, 2024.  The Bank appreciates
  the opportunity to address the concerns raised by ******* ***** (the
  “Customer”) related to closing their Online Savings Account (“OSA”).
  On
  October 3, 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 regarding the transfer. On October 7, 2024, the
  Bank attempted unsuccessfully to contact the Customer regarding the transfer
  request and restricted the Customer’s OSA until the security concerns could be resolved.
  The following day, the Customer contacted the Bank requesting to close their OSA.
  Unfortunately, a Bank specialist did not properly assist in resolving the
  security concerns to allow for the closure of the account. Consequently, this
  delayed the closure of the OSA.
  After
  further review of the Customer’s profile, the Bank removed the restrictions and
  closed the OSA on October 16, 2024.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/17/2024

  
  
  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:10/07/2024

  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 entered into an agreement with Marcus by Goldman Sachs for a return of 5% APY on funds deposited into a 1-year CD. The first monthly statement ending 8/30/24 reflected 18 days of earnings and was incorrect, and when I contacted Alyssa at Marcus on 9/11/24, I was told that they had activated backup withholding. When I told them I was not subject to backup withholding, they said they did this because I had not submitted a signature card to them (they hadn’t sent me one) and she stated that once they had the card (which she would then send) they would correct the error. No signature was required to open or fund this account. Online accounts are often opened with transfers, passwords, and 2-factor authentication, not with signatures. I received and returned the form on 9/24/24, and I expected them to correct the first statement as they said they would, and therefore the second one should also be correct. I allowed another two weeks for them to do so. Not only did they not correct the first statement, they continued with backup withholding into the second month. By withdrawing funds from my account without my advance knowledge or permission or agreement, they are reducing the amount of interest they have to pay, which breaks our agreement. On 10/7/24 I called to discuss their failure to correct the issues, and was basically told by supervisor Jordan that he would not correct it. When I then asked him about closing the account and returning my funds, he told me it would cost me $1,198 to do so as an early withdrawal penalty. Obviously this is a bank scam in which Marcus is attempting to get out of paying the amount of interest they agreed to pay. By reducing my balance by withdrawing backup withholding taxes, the CD’s account balance is reduced, compounding of interest cannot possibly reach the full 5% of the principal balance, and the amount of interest they pay is significantly lower and fails to meet the terms under which the agreement was made.

  Business Response

  Date: 10/15/2024

  BBB
  Response *********
  ID
  ********
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above-referenced complaint via the Better Business Bureau Complaint Portal on
  October 8, 2024. The Bank appreciates the opportunity to address the concerns
  raised by **** ********* (the "Customer) related to the customers backup withholding
  (“BUWH”) on their Certificate of Deposit (OSA).
  On August 14,
  2024, the Customer opened a new CD via the Bank’s website. As part of the application
  process, the Customer completed the tax certification, and in that online tax
  certification, the Customer certified that they are subject to BUWH. As a
  result of the tax certification, the Bank is required to withhold 24% of interest
  paid and submit that amount to the Internal Revenue Service (“IRS”).
  On September 3, 2024, the Customer contacted the Bank regarding
  the BUWH applied on their CD’s monthly statement. A Bank specialist informed the
  Customer that they are subject to BUWH and offered to provide the Customer with
  a new tax certification document to update the withholding status. On October 2, 2024, the Bank received the tax certification
  document from the Customer and removed the BUWH from the CD.
  
  Due to the experience, the Bank provided the Customer with
  a credit to their account as a token of goodwill. In addition, the Bank will
  issue a 1099 to the Customer which reflects the amounts paid to the IRS by
  January 31, 2025.
  
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Marcus seems to be of the impression that I don’t know how to do math.  Instead of correcting their error of wrongly withdrawing BUWH and adjusting the balance to what it should be at this point in time so that the final balance of principle and interest at expiration will equal the full 5% APY they committed to, they have simply made what they call a “good will” deposit of $25 which will STILL not allow the account to accumulate the correct amount of interest.  Until they get the balance correct so that upon maturity it will pay the full 5% APY this complaint will remain open by me.  Marcus has so far refused (by not doing so) to provide me with the documentation they say shows where I specifically stated I was subject to BUWH.  If it takes a reimbursement by me to them for the amount they incorrectly took from my account and sent to the IRS in order to get the balance corrected, and IF THEY ACTUALLY CORRECT IT, I’m willing to do so once proper documentation is provided.  At maturity this account must return my principal plus the 5% APY earned, or this issue will remain open and I will report it to other regulating agencies.  I’ve made this clear repeatedly to Marcus, and yet Marcus keeps dodging the issue to avoid paying the interest.  If they had put just a little bit of common sense into fixing this, we would have been done by now.  Instead, let’s all continue to waste more time and money on this bank scam by Marcus.  So far, I’m finding that they deserve the reputation they have.
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:10/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with Marcus Goldman Sachs in the form of a *************** Card that was originated from ***********. This account was overdue due to losing employment and becoming ********. Prior to that situation I paid every month on time for years whether with *********** or Marcus Goldman Sachs. The total amount due to pay off my account was $4,150.05 and it was paid on September 19th, 2024 in full. Today on October 5th, 2024 I received a bill for $44.91 via my email as being due on November 1st, 2024. I called Marcus Goldman Sachs and spoke with a manager who advised that my charge was for interest of my previous bill cycle. I advised them that is fraud and I paid my account in full on September 19th, 2024 for $4,150.05. I do not owe them any further payments. They advised that my contract advises that I will continue to owe interest for that bill cycle even though I paid the entirety of the bill that was shown as due with nothing else pending and no contact from Marcus Goldman Sachs from September 19th until today stating otherwise. I refuse to pay this bill and advised that I will contact the Attorney General and credit companies ********, *******, and ********** to fight them over this charge due to fraud on Marcus Goldman Sachs part. The manager advised that she could give me a waiver of $25 to be taken off of my bill, and I advised that I will not be paying a fraudulent bill and will fight them legally. I asked her why she would offer me a $25 waiver off of a fraudulent bill if they claim that I owe the bill, and she advised because she has the power to do that. That is fraud, and I will not be tempted to pay part of a fraudulent bill with a waiver for something that I do not owe. I am requesting that Marcus Goldman Sachs remove the bill immediately before I take further action via the legal system. I cancelled my account today as well as a result of their fraud and I will no longer be using Marcus Goldman Sachs for any future financial services.

  Customer Answer

  Date: 10/11/2024

   
  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:10/05/2024

  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 09-26-24 I attempted to transfer $250,000 from my Marcus by Goldman Sachs Savings account to my connected US Bank checking account. I have made several large transfers in the past several years and have never had any issue. On 09-27-24 I was notified by Marcus by Goldman Sachs representatives that they reversed the transfers and would be unable to allow me to transfer my funds. Marcus Supervisor ****** provided employee #ROTHRJ refused to provide me any information as to why I could not transfer the money and stated it was policy. When I asked her for the policy she was unable to provide me the details. When I asked if I could close my account and receive my money she stated that was possible as soon as the funds settled. On 09-28-24 I saw that the funds had settled back into the account. I called ******************** back on the phone and they stated to call back on Monday and would not provide specific information. On 09-30-24 I was unable to log into my Marcus account and it stated my account had been locked out. Additionally it asked me to phone it to see what was going on. When I called in they were unable to verify my identity. They stated they were sending me an SMS message to confirm my identity however I was not receiving the message. I figured it was due to the ******* outage, however when I called back on 10-01-24 they were still unable to send me an sms message or generate security questions to confirm my identity. I explained that I needed access to the money because I had to use a line of credit on my home for a business transaction which is costing me $58 a day in interest. The representative that day stated they would make this a priority and call me back. I did not receive a call back within 24 hours and called on. 10-02-24. The representative from Marcus would not provide me any information, stated my account was locked and ultimately told me I had to wait 7-10 business days for an affidavit of identity to arrive in the mail. She then hung up on me.

  Business Response

  Date: 10/11/2024

  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 October 5, 2024. The Bank appreciates the opportunity to address the concerns raised by ******** *********** (the "Customer) related to accessing funds in their ************** Account (OSA).
  On September 26, 2024, the Customer initiated multiple outgoing transfers from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfers and contacted the Customer to address the concerns. During the call, the Bank Specialist advised the Customer that the funds needed to be sent to verified accounts and declined the transfer.
  The following day, the Customer contacted the Bank[GD1]  requesting to close their OSA and transfer the funds to an external account. ******************** specialist erroneously declined the transfer. Consequently, the Customer experienced a delay in closing the account and accessing their funds.  
  On October 7, 2024, the Bank contacted the Customer to assist re-initiating the closure of their account. The Bank successfully processed the transfer and closed the account on October 9, 2024.[GD2] 
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
   [GD1]Customer contacting us and doing account closure to same non-funding account as the previous day.
  
   [GD2]Completion of account closure and wire to external bank.
  

• Initial Complaint

  Date:10/01/2024

  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.

  First I bought a new GMC car back in May of 2024 - I used points off my GM Card by Marcus towards the car. They used my card to bill for the extras like On star. They said I had 1 month free then I would have to call & cancel this. I called & cancelled this coverage & the person said they would issue a 100% refund. I thought no more about it
  and did not use the GM card thinking everything was fine. On Aug 17 2024 I recieve a e-mail stating I am 28 days past due on a payment to them. The payment amount was $2.01. They not only froze the Credit card but Sent this out to the credit bureau.. I have always had very good credit. As of 08/06/24 my credit was 807. As of 09/06/24 my credit read 724. Back to my story. I called & said I had no knowledge of this $2.01 amount due until your e-mail of 08/17/24. They said as long as I paid this nothing would impact my credit - Ha Ha thats a good one.. I told them about calling onstar and they said I would be reimbursed 100%. The girl from Marcus said they would contact Onstar & get to the bottom of this. they did - called back the next day & said onstar would not credit the whole amount , only $1.00. So my balance was then $1.08 So in all I have sent
  them a payment of $2.08 and a payment of $1.08. So now there a whole credit balance on my account of $2.08. I wonder how they will handle the credit in the future.
  
  So technically maybe I was late with this payment. But they called onstar & they knew the story & what had happened. Come on, we are talking $2.08 - I would have paid it.
  If they would have just e-mailed me before going off the deep end, suspending my card & turning me in to the credit bureau. The credit thing is what bothers me the most . My Fico took a hit of 83 points. On 09/17/24 I called & complained - today I received an e-mail from Marcus stating they will not honor my request to remove the late payment reporting. Well i think that is bull. I hope you can help me.

  Business Response

  Date: 10/09/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to GM Card via the Better Business Bureau (“BBB”) Complaint Portal on
  October 2, 2024. The Bank appreciates the opportunity to address the concerns
  raised by ******* ***** (the “Customer”) related to credit reporting for the
  GM Card.
  
  The Bank conducted an investigation and confirmed no error occurred. The
  Customer did not make a payment to satisfy at least the minimum amount due by
  July 20, 2024, until August 26, 2024. As a result, the Bank reported the
  account past due to the Credit Reporting Agencies. The Bank successfully
  delivered Statements, Payment Due Reminders, Missed Payment Reminders, and
  Eligible for Credit Bureau Reporting reminders to the email address provided
  by the Customer.
  
  As a courtesy, the Bank backdated the payment made in the amount of $2.08
  from August 26, 2024, to July 20, 2024, and updated the past due reporting to
  show current on October 8, 2024. The Customer should allow up to 30 days for
  the changes to reflect on the Credit Report. Due to the payment backdate,
  interest charges totaling $0.03 were credited back to the account on October
  7, 2024. The Bank also previously credited the account for interest charges
  totaling $1.03 on August 18, 2024. Due to the credits applied and an
  additional payment of $1.08 made on August 27, 2024, the account reflected a
  credit balance of -$2.11. The Bank issued a credit balance refund of $2.11 to
  the Customer’s linked bank account ending 6762 on October 8, 2024. The
  account now reflects a $0.00 balance.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 10/09/2024

  
  
  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:10/01/2024

  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.

  I was trying to transfer my money ($1,000) in Marcus online savings account to an external bank account on Sept 30th, but they rejected my requested and then locked my account, saying that they need to verify my information and asked me to wait for a long time. I tried to know to the reason why they locked my account and the length of the waiting time for the review, but they refuse to tell me. However, my transfer from external bank account to Marcus was successful, which is ridiculous. I don't think they are trying their best to help me on that issue.

  Business Response

  Date: 10/08/2024

  BBB
  Response ***
  ID ********
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above referenced complaint via the Better Business Bureau Complaint Portal on October
  1, 2024.  The Bank appreciates the
  opportunity to address the concerns raised by ***** *** (the “Customer”)
  related to accessing their Online Savings Account (“OSA”).
  On
  September 30, 2024, the Bank conducted an account maintenance review of the
  Customer’s profile and identified security concerns regarding the linked
  external account. Subsequently, the Bank attempted to contact the Customer
  regarding the security concerns; however, the attempt had been unsuccessful.
  Consequently, the Bank restricted the Customer’s OSA.  
  On October 1, 2024, the Customer
  contacted the Bank regarding their account access. A Bank specialist assisted
  in resolving security concerns by successfully verifying the Customer’s
  identity. In addition, Bank specialist successfully conducted a three-way call
  with the external institution to verify the linked account. 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.

  Customer Answer

  Date: 10/08/2024

  
  
  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:09/30/2024

  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 am lodging a complaint for false advertising and/or failure to meet obligations. I have been a ** Card member since 1996. It has been taken over by Marcus by Goldman Sachs. I leased a new Chevrolet truck 8/31/2024. I was told the ** dollars I had earned no longer apply. This is the first time I have even had an issue over ** points. You are supposed to negotiate the deal, and then let them know you have ** dollars to use. I was swindled out of at least $1000 on this transaction. The dealership is blaming the Credit Card and the Credit card is blaming the dealership. Either way, I am the victim here as $1,000 of earnings ($20,000 of spending to earn) has been deemed useless!! I am canceling the card when I can, but I want others to hear about this and would like resolution.

  Business Response

  Date: 10/07/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to GM Card via the Better Business Bureau (“BBB”) Complaint Portal on
  September 30, 2024. The Bank appreciates the opportunity to address the
  concerns raised by Jeffrey Hanson (the “Customer”) related to rewards
  redemption.
  
  The Bank is currently conducting an investigation into the Customer’s rewards
  redemption request. The Bank requires more information from the My GM Rewards
  team in order to address the Customer’s concerns. The Bank will contact the
  Customer directly when more information is available. In the meantime, the
  Customer may contact the My GM Rewards team for any further redemption
  questions. The My GM Rewards team is available by phone at 833- 773-0988 and
  selecting the “Rewards” option. The My GM Rewards team is available
  Monday-Saturday 9:00 AM -8:00 PM ET. The Bank regrets the frustrations the
  Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:09/27/2024

  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.

  I have had a Marcus by Goldman Sachs savings account for many years. On 2-19 -2024, at marcus.com, I used marcus' online ach system to transfer to marcus from my Iinked external savings at nasa fcu $104268. Transfer completed and all funds were available after the stated 7 day hold. I then submitted, using the same marcus ach system at marcus.com, the same type of transfer out of marcus to my linked external savings at connexus fcu. At approximately 830am mst on 9-26 2024, I received a call from Marcus rep Angel stating he had reversed the transfer. After his lengthy and undocumented reasoning for reversing my transfer, I spoke to a supervisor. They said my $104268 could only be ach eft transferred back to nasa fcu or after 6 months at Marcus, could be transferred elsewhere. I asked where these requirements were stated on marcus.com. They said the deposit disclosure agreement (dda). After rereading all of the dda and faqs and finding NOTHING REGARDING limitations on which external linked bank accout I transferred to (except that it was in my name, and it is).
  I called on 9-27-2024 and received a call back as I requested, from supervisor Oriana. I asked her to tell me where I could find these rules. After waiting lengthy hold times, her best result was paragraph g on pages 9 and 10. To paraphrase, it states Funding with a Gift or debit card is not allowed, which I do not have and was not using. The $104268 left marcus savings on 9-26-2024 and were back in 9-27-2024. Both supervisors stated on recorded calls, I would earn Marcus interest (then at 4.40apy) for 9-26-2024 as well as all days the $104268 was in my marcus savings. I am requesting I am allowed to transfer my available $104268 to my linked
  Connexus fcu sav. Once there, my $104268 willbe at 5.25 apy. I also want credited this additional interest of 5.25 - marcus' apy for 9-26-2024 thru the date when my $104268 leaves marcus to go to connexus.

  Business Response

  Date: 10/03/2024

  BBB Response ******
  ID ********
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the abovereferenced
  complaint via the Better Business Bureau Complaint Portal on September 28, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ****** ****** (the "Customer) related to
  a transfer from their Online Savings Account (“OSA”).
  On September 26, 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, declined the request, and restricted the OSA. Later that same day, the Bank contacted the
  Customer and addressed the security concerns.
  On October 1, 2024, the Bank received a withdrawal request from the Customer’s OSA to an external
  account and successfully processed the request later that same day.
  Due to the experience, the Bank will be providing the Customer with a credit to the account as a token
  of goodwill within the next five business days. Unfortunately, the Bank is unable to accommodate the
  Customer’s request for a different interest rate.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/09/2024

  
  
  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,
  
  
  
  ***** ******