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:09/26/2024

  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 set up a savings account with ********************** and deposited $90,000 dollars with the intent to move it into a CD. 0n 9/12/24 I discovered my account was locked and call to have it unlocked, which they did. I then found my account locked again on 9/17/24 and after more than an hour on the phone the agent informed me the bank was closing my account with no explanation and would send my money back but couldn't tell me how until a manager was available the next day. I called back on 9/18/24 and spoke to another ***resentative who said there must have been a mistake and after another hour unlocked my account. On 9/23/24 I found my account once again locked and call the bank again on 9/24/24 and was told the account would in fact be closed and they would mail me my check and the accrued interest. I then received a call the next day 9/25/24 stating that they could not mail my check and I would need to have it transferred back into the account I transferred it from. I then provided the routing and account number for the TEST transfer. 9/26/24 and the test transfer was not received and after two calls the *** told me she didn't see a transfer and would have someone call me back in 3-5 business days. At this point I feel the bank is holding my money hostage and from what I have read online this is a very common practice for them as a means to take advantage of their customers. At this point I have no access to my money which is my life savings and don't even have access to the account numbers as everything is locked.

  Business Response

  Date: 10/03/2024

  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 27, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* ******** (the "Customer) related to accessing the funds within their ************** Account (OSA).
  On September 13, 2024, the Bank conducted an account maintenance review of the Customers profile and identified security concerns regarding the linked external account. Subsequently, the Bank restricted the Customers OSA until the security concerns could be resolved.
  On September 17, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist then conducted a three-way call with the Customer and the external institution to verify the ownership of the external account; however, the external institution confirmed the account had been owned by a third-party. In accordance with the Banks Deposit Account Agreement, an external account must be in the name of the customer. Consequently, the Bank specialist informed the Customer of that the Bank has made the business decision to close the Customers ***. Unfortunately, the Customer experienced a delay in having the funds returned to the funding account.
  On September 27, 2024, the Customer contacted the Bank requesting to transfer the funds to the original funding account. The Bank successfully processed the Customers request to transfer the funds and later closed the Customers OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have 2 Marcus by Goldman Savings accounts and we are trying to wire the money to another bank inorder to close on a property. We have spoken to a dozen Goldman Sachs representatives and answered a million security questions but our transfers keep getting reversed with no clear explanation. The customer service at ********************** have given us inconsistent and contradictory information and now our account is locked! This was an EXTREMELY frustrating experience and we are in-danger of not being able to close on the property by the contracted date. We need help **** to resolve the issues and get access to our funds.

  Business Response

  Date: 10/02/2024

  BBB
  Response Tang
  ID
  22339277
  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 25, 2024. The Bank appreciates the opportunity to address the
  concerns raised by Yuang Tang (the “Customer”) related to transferring funds
  from their Online Savings Account (“OSA”).
  On
  September 20, 2024, the Customer initiated an outgoing wire transfer from their
  OSA to an external account. During the transfer processing review, the
  Bank identified security concerns regarding the account and contacted the
  Customer informing of the declined transfer due to the security concerns. During
  the call, the Customer initiated another outgoing wire transfer request to an
  external account. During the transfer processing review, the Bank again
  identified security concerns, declined the transfer, and restricted the OSA
  until the security concerns could be resolved. Subsequently, the Customer
  contacted the Bank regarding their OSA access; however, the Bank could not
  successfully authenticate the Customer and the security concerns remained.
  On
  September 23, 2024, the Customer contacted the Bank regarding their account
  access and the Bank Specialist erroneously removed the restrictions from the
  Customer’s account and assisted with the transfer request. Consequently, during
  the transfer processing review, the Bank reversed the transfer, as security
  concerns remained. On September 27, 2024, the Customer contacted the Bank and
  the Bank specialist successfully verified the Customer using alternate methods
  and removed the restriction. The Bank specialist advised the Customer to
  reinitiate the transfer after October 5, 2024.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/03/2024

   
  
  Complaint: 22339277
  
  
  
  I am rejecting this response because:  we are still unable to access our funds and the whole issue arose from the Representatives from Marcus by Goldmans Sachs keeps giving us erroneous information.  We had multiple representatives giving us wrong information on transferring the funds.  This would have been avoided if the representatives told us we need to return the funds to the funding source.  We need the funds urgently to close on a property and it is still locked till 10/05/2024.  
  
  
  
  Sincerely,
  
  
  
  Yuang Tang

  Business Response

  Date: 10/10/2024

  BBB
  Response Tang
  ID
  22339277
  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 4, 2024. The Bank appreciates the opportunity to address the concerns
  raised by Yuang Tang (the “Customer”) related to transferring funds from their
  Online Savings Account (“OSA”).
  Per the
  Bank’s previous response, due to inadvertent errors by Bank specialists, the Customer
  experienced a delay in accessing the funds from their OSA. On October 7, 2024,
  the Customer contacted the Bank to re-initiate an outgoing wire transfer from
  their OSA to an external account. Later that same day, the Bank successfully
  processed the transfer.
  Due to
  the experience, the Bank has provided the Customer a credit to the account as a
  token of goodwill.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/24/2024

  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.

  My wife and I opened a joint high-yield savings account with ********************** approximately three years ago. Approximately a week ago, I received an email to contact Marcus. When I did, Marcus asked for my Social Security number, birthdate, and secret word answer. They also wanted to send a pin to my cell phone. The cell phone number that I have always had on the account is now deemed not to be associated with me by Marcus. My wife and I have a T-Mobile cell phone account in which she is the primary account holder and I am an authorized user. ******************** said both the cell phone numbers were associated with my wife and they refused to send the pin. That phone number has been associated with me for years and it is on the Marcus account. Then ******************** wanted to asked if I had used any other first name aliases in the past. Marcus gave five first names that sounded Russian and some of the names were female. I have a generic American male first name. I answered none of the above to the names and Marcus promptly locked my account and refused to discuss my account any further. Although my wife is verified with Marcus and is a joint account holder, they refused to allow her access to the funds. We mailed an affidavit of identity, which is notarized to Marcuss post office box in ************. I used my United States passport as evidence of who I am. I also included a photocopy of my passport and a copy of one of our Marcus account statements. ******************** is basically stealing our money. We are retirees and we need access. There are online horror stories about people who are having similar problems with Marcus. Could you please help us get our money from Marcus by Goldman? It is our savings account, we are who we say we are. None of our information has changed.Thank you. I am unable to attach a PDF of the documents that I sent to Marcus. Please contact me if you need additional information.

  Business Response

  Date: 10/02/2024

  BBB Response Bem
  22334861
  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 25, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* *** (the Primary Owner) related to account accessing their ************** Account (OSA).
  On August 22, 2024, the Primary Owner contacted the Bank regarding their account preferences,but the Bank could not successfully authenticate the Primary Owner.Subsequently, the Bank identified security concerns and restricted the Primary Owners OSA until the security concerns could be resolved. On September *******, the Primary Owner and the Joint Owner contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank requested the account holders to complete an Affidavit of Identity ******
  On September 25, 2024, the Bank received a notification from the Primary Owner requesting to close their OSA.After further review, the Bank made an exception to close the account without an AOI. On September 30, 2024, the Primary Owner contacted the Bank and a Bank specialist assisted with resolving the security concerns by verifying the Primary Owners identity using alternate methods. The Bank then restored the account holders online banking access to their jointly owned ***.
  On October 1, 2024, the Primary Owner contacted the Bank requesting a transfer from their *** to an external account. ****************** is processing the transfer request. Due to the experience, the Bank will be providing the account with a credit as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly requests this complaint be closed.
  

  Customer Answer

  Date: 10/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  However, their explanation is incorrect. I received an email asking me to contact Marcus by Goldman Sachs. I provided them with two notarized affidavits of identity. Marcus by Goldman Sachs did not provide a courtesy transfer of my funds. I only received the transfer of funds after providing the affidavits of identity.
  Sincerely,
  ******* ***

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to withdraw funds on the 21st of August. On the 22nd this withdraw was reversed and my account was locked. I immediately reached out to Marcus Savings Representatives and was informed this was because I was trying to withdraw to an account that was not the funding account. which I informed them was now closed. To which Marcus Representatives told me to provide them with a letter from Wells Fargo stating this account has been closed then the hold will be released and I can proceed with my transfer. I got the letter and immediately sent it to the address provided. It took 10 business days for them to acknowledge receipt of this letter and has now been 4 business days of them "reviewing" the one sentence letter which I was told should only take 1-3 business days. I have called almost daily for the past month and every time I get a new excuse, completely different answer, or lack of answers entirely. After speaking with a supervisor yesterday who informed me this would be expedited, today the representative told me even if they review the letter there's no guarantee I can access my funds.
  
  I am extremely tired of the run around and just need the letter provided to be reviewed, my funds released, and my account to be closed.

  Business Response

  Date: 10/01/2024

  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 September 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ********* (the “Customer”) related to accessing their Online Savings Account (“OSA”).
  On August 20, 2024, the Customer initiated an outgoing transfer request from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the Customer’s OSA.
  On August 26, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist assisted with resolving a portion of the security concerns by verifying the Customer’s identity and confirming that the transfer had been authorized. In addition, the Bank specialist advised that the funds could be returned to the original funding account, but the Customer informed the Bank specialist that the account had been closed. Subsequently, the Bank specialist then restored the Customer’s online banking access. The Bank specialist then attempted to conduct a three-way call with the Customer and external institution to confirm the original funding account’s closure; however, the attempt had been unsuccessful. As an alternative, the Bank specialist requested the Customer to provide external bank statements to resolve the remaining security concerns. Unfortunately, the Bank experienced a delay in reviewing the received document.
  After further review, on September 25, 2024, the Bank approved the documentation. On September 30, 2024, the Customer contacted the Bank requesting to close their OSA with funds transferring to a linked account. Later that same day, the Bank successfully processed the account closure.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 10/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  As of October 1st, I still have yet to receive any of my funds. Come to find out the information I was provided by a Marcus representative back in August was incorrect. I was told that Wells Fargo would not do third party verifications hense why I had to send a physical letter confirming the account closure, without them even trying. Yet just today, once again I had to verify this account was closed in which a finally very helpful representative of Marcus asked if it was Wells Fargo who informed me they wouldnt do third party verification, in which I told him no one of your representatives told me that from the get go... surprise Wells Fargo indeed did successfully do a third party verification - will my funds be released? Only time will tell at this point. The amount of different answers/capabilities of Marcus Representatives is extremely unprofessional. This matter could have been solved over a month ago if the initial representative would have just done their job thoroughly. This complaint will remain open until my funds are in my possession and my account is closed as NOTHING has been resolved.

  Kind of crazy to think all I have been trying to do is access MY funds for well over a month and its constantly one excuse after another as to why I cant.

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

  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
  September 24, 2024.  The Bank appreciates
  the opportunity to address the concerns raised by ***** ********* (the
  “Customer”) related to accessing their Online Savings Account (“OSA”).
  On
  August 20, 2024, the Customer initiated an outgoing transfer request from their
  OSA to an external account[FI1] . During the transfer processing
  review, the Bank identified security concerns regarding the transfer and
  attempted unsuccessfully to contact the Customer. Consequently, the Bank declined
  the transfer and restricted the Customer’s OSA.
  On
  August 26, 2024, the Customer contacted the Bank regarding their account access.
  A Bank specialist assisted with resolving a portion of the security concerns by
  verifying the Customer’s identity and confirming that the transfer had been
  authorized. In addition, the Bank specialist advised that the funds could be
  returned to the original funding account, but the Customer informed the Bank specialist
  that the account had been closed. Subsequently, the Bank specialist then
  restored the Customer’s online banking access. The Bank specialist then attempted
  to conduct a three-way call with the Customer and external institution to
  confirm the original funding account’s closure; however, the attempt had been
  unsuccessful. As an alternative, the Bank specialist requested the Customer to provide
  external bank statements to resolve the remaining security concerns. Unfortunately,
  the Bank experienced a delay in reviewing the received document.
  After
  further review, on September 25, 2024, the Bank approved the documentation. On September
  30, 2024, the Customer contacted the Bank requesting to close their OSA with
  funds transferring to a linked account. Later that same day, the Bank
  successfully processed the account closure.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  
   
  

• Initial Complaint

  Date:09/21/2024

  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.

  They removed me off automatic billing without telling me in a separate email. I thought I was good with my payment only to find out I was removed from auto payment

  Business Response

  Date: 09/27/2024

  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 21, 2024. The Bank appreciates the opportunity to address the
  concerns raised by ******* ******** (the “Customer”) related to automatic
  payments for the GM Card.
  The Bank conducted an investigation and confirmed no error occurred.
  According to the Bank’s records, the Customer enrolled in automatic payments
  on November 21, 2022. The Bank processes payments in accordance with the
  automatic payment instructions set up by the Customer. As a result, the Bank
  processed a payment in the amount of $29.00 on July 22, 2024. The payment was
  then returned due to non-sufficient funds on July 24, 2024. Due to the
  returned payment, the Customer’s automatic payment enrollment was cancelled.
  The Bank sent the Customer an email advising the Customer of this information
  on July 24, 2024. The Customer may contact the Bank directly or utilize
  self-service options at Marcus.com or the Marcus app to re-enroll into
  automatic payments at any time.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:09/20/2024

  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.

  On August 7, I did a transfer from my Marcus by Goldman Sachs account to Midfirst Bank which is Viobank savings account. Goldman Sachs froze my account because they needed to verify my identity after the transfer, but the funds were already processed. Since the funds were coming from a frozen account, Viobank decided to close my account and sent the check to Goldman Sachs on August 26. Goldman Sachs verified my identity then created a case to find the check but was never able to receive it. Goldman Sachs decided to close my savings account that still had $12,511.00. They said many times that I was supposed to receive the funds on September 25 after I spoke to mutiple fraud agents. I called again on 9/20/24, they told me that they are still working on the dispute for $1384.00 and told me that there wasn't a check that was sent to my current address for the $12511.00 that I still had in my account. I've talked to several agents throughout a daily basis, and they provide different answers regarding my issues. Now I'm told to wait up to ten days for a supervisor to speak to me. I don't have any trust in their banking procedures because they haven't gotten anything done and keep changing the story to give me a false sense of hope. Im asking to receive my 1384 dollars back from a ach transfer and the remaining amount of $12511.00 as well from my closed savings account with Marcus by Goldman Sachs.

  Business Response

  Date: 09/27/2024

  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
  September 21, 2024.  The Bank appreciates
  the opportunity to address the concerns raised by ****** ***** (the “Customer”)
  related to closing their Online Savings Account (“OSA”).
  On
  August 8, 2024, the Bank conducted an account maintenance review, identified
  security concerns regarding the Customer’s profile, and restricted the account
  until the security concerns could be resolved. Due to the ongoing security
  concerns, the Bank made a business decision to close the OSA. The Bank is in
  the process of closing the OSA.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have placed 24,391 in a savings account. Marcus has not allowed us to withdraw despite numerous phone calls, identity verifications over the last three weeks. The account is now "locked". The company is refusing to provide further information.

  Business Response

  Date: 09/27/2024

  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 September 20, 2024. The Bank appreciates the opportunity to address the concerns raised by ******* ******** (the “Primary Owner”) related to accessing their Online Savings Account (“OSA”).
  On August 30, 2024, the Joint Owner initiated an outgoing transfer from their OSA to an external account. On September 2, 2024, the Bank identified security concerns regarding the account and reversed the transfer. Subsequently, the Bank attempted unsuccessfully to contact the Joint Owner to address the security concerns; thus, the Bank restricted the OSA until the security concerns could be resolved.
  On September 11, 2024, the Joint Owner contacted the Bank regarding their OSA access and the Bank initiated an investigation and restricted the OSA for the protection of the Primary Owner and Joint Owner (“Account Owners”). On September 20, 2024, the Account Owners contacted the Bank regarding access to their OSA; however, the Bank was unable to authenticate the Account Owners and the security concerns remained.
  Between September 23 and September 26, 2024, the Bank concluded the investigation, cleared the concerns, and removed the restriction from the OSA. On September 26, 2024, the Bank contacted the Primary Owner to advise of the restriction removal. The Customer then requested to close their OSA and have the funds transferred to an external account. The Bank successfully processed the transfer and the closed the OSA on September 27, 2024.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/20/2024

  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 have used Marcus High-yield savings account for over a year. Every time, I try to transfer funds out to my checking account, it's a hassle trying to deal with Marcus customer service line. I have never encountered more irresponsible and disrespectful customer service than Marcus. One of the customer service representative even cussed at me and hung up the phone on me.
  They repeatedly tell me the phone number I used to open the account is not under my name and that I would have no way to verify my identity. After 5th call, a representative finally tells me I can file a notarized affidavit of identity and that he will mail it out to my address. The document was never sent to me, so I had to go online and find the form on the Marcus website. Absolutely terrible experience all around trying to deal with Marcus customer service. I am now waiting for the verification after sending out the affidavit and am waiting so that I can transfer the fund out of my Marcus account.

  Business Response

  Date: 09/27/2024

  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
  September 20, 2024. The Bank appreciates the opportunity to address the
  concerns raised by **** **** (the "Customer”) related to accessing their
  Online Savings Account (“OSA”).
  On
  August 12, 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 and sent a notification to the
  Customer’s email requesting them to address the security concerns.
  Consequently, the Bank declined the withdrawal request and restricted the
  Customer’s OSA.
  On
  August 29, 2024, and September 7, 2024, the Customer contacted the Bank
  regarding their account access, but the security concerns remained. As an
  alternative verification method, the Bank requested the Customer to complete an
  Affidavit of Identity. On September 25, 2024, the Bank mailed the requested
  documentation to the Customer and is currently waiting to receive the completed
  documentation.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an Apple Card and payment is made to Goldman ********** I have auto pay each month, which is taken out on the 10th of the month. On Sept 3rd I received a email at 4:30 in the morning from Goldman Sach saying they received my payment of $1,517.88. I never made this payment . I did call Goldman Sach that morning and was told to open up a dispute which I did . Waited 10 days for the final results and was told by Goldman Sach they will not refund me my money. I did not authorize this payment , all Im trying to do is get the money back into my bank account and have ********************** Sach put back what I owe on my Apple Card and continue to pay Goldman Sach with auto pay.

  Business Response

  Date: 09/27/2024

  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 20, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** ***** (the Customer) related to payments made on the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer set up a payment on the Customers device for $1,517.88 on September 3, 2024. The Customers payment was in a pending state (i.e., already sent for processing) when the Customer contacted the Bank on September 3, 2024, and requested to cancel the payment of $1,517.88. As a result, the **** was unable to refund payment. The Customer should contact their external bank directly with questions or concerns related to the payment.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22312702
  
  I am rejecting this response because:
  I did not make this payment, this payment was not authorized by me. No one has access to my account. I received the email at 4:30 in the morning saying payment was made. What is going on. I want to see proof this was done by my iPad 
  I think I have to go to small claims court and try and get my money back. 

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

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have more than 80% of my savings in the Marcus bank account. And one day morning I received an email from them to call them back in regarding to my account. Their representative asked me authentication questions dating back to +10 years ago such as my first cell phone number and license plate on my first car. I answered them to the best of my knowledge but they decided to lock me out of my account. They have said they would reach out to me in 5 business days while my savings are locked up in my account. The whole process is very stressful and concerning and my money is still locked up without further notification on the next step. I really hope the lock can be lifted and my concern can be addressed very soon.

  Business Response

  Date: 09/25/2024

  BBB Response ****
  22303583
  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 18, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** **** (the Customer) related to accessing their ************** Account (OSA).
  On September 17, 2024, the Bank received an incoming transfer request from an external account to the Customers OSA. During the transfer processing review,the Bank identified security concerns regarding the transfer and restricted the *** 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 19, 2024, the Customer contacted the Bank and a Bank specialist assisted with resolving security concerns by verifying the Customers identity using alternate methods. Subsequently, the Bank specialist restored the Customers online banking access.
   Based on the above details, the Bank kindly requests this complaint be closed.