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.

close

Find a Location

Marcus by Goldman Sachs has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/04/2024

  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

• Initial Complaint

  Date:08/31/2024

  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.

  Initiated a wire transfer for a closing needed that day. I was told they would not do a wire transfer to an escrow account and needed to transfer to a linked account. I initiated the to my linked account. I was told it could take busineas days for a wire transfer. I receive a voicemail that day from Marcus to call them back. I call them back 10 minutes after they left a voicemail and they tell me they will contact me within 3 business days. They end up canceling the wire transfer for no apparent reason and now I will not be able to close on my loan.

  Business Response

  Date: 09/17/2024

  BBB
  Response Rohweder
  ID
  22222973
  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 10, 2024. The Bank appreciates the opportunity to address the
  concerns raised by Zachary Rohweder (the "Customer”) related to accessing
  their Online Savings Account (“OSA”).
  On
  August 30, 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 reversed the transfer. Subsequently, the Bank attempted unsuccessfully to
  contact the Customer and restricted the Customer’s OSA until the security
  concerns could be resolved.
  On August 31, 2024, the Customer
  contacted the Bank regarding their OSA access; however, the Bank was unable to
  clear the security concerns and the restriction remained. Later that day, after
  further review, the Bank contacted the Customer and resolved the security
  concerns using alternate methods, and removed the restrictions from the
  Customer’s OSA. On September
  3, 2024, the Customer initiated two transfers, 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:08/30/2024

  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.

  While traveling, I got billed for a service I did not received. I contacted them and disputed the Transaction on my apple card. I also tried to contact get your guide with no luck. I filed a complaint through BBB and the company replied and admitted they did not provide the service. Now I am getting an email saying they are going to recharge my card. I have sent all this proof prior and they still want to charge me.

  Business Response

  Date: 09/06/2024

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to Apple Card via the Better Business Bureau
  (“BBB”) Complaint Portal on August 30,2024. The Bank appreciates the
  opportunity to address the concerns raised by Dena Moritz (the “Customer”)
  related to a transaction dispute with the merchant Getyourguide Tickets in the
  amount of $165.82.
  The Bank conducted an investigation and confirmed no bank
  error occurred. The Customer initially disputed the transaction on April 18,
  2024. The Bank applied a temporary credit while the dispute was investigated.
  Based on the investigation and a review of the evidence provided, the Bank
  resolved the dispute in favor of the merchant because the merchant provided
  evidence that the services were provided. As a result, the temporary credit
  that was applied to the Customer’s account was reversed on June 12, 2024. The
  Bank sent the Customer an email detailing the dispute outcome. The dispute was
  reopened on June 12, 2024. The Bank applied a temporary credit while the
  dispute was investigated. The Bank found in favor of the merchant on June 20,
  2024 because the Customer already received a credit of $166.15 from the
  merchant which posted to the Apple Card account on June 14, 2024. As a result,
  the temporary credit that was applied to the account was reversed on June 12,
  2024. The dispute was reopened on June 18, 2024. The Bank resolved the dispute
  as a split decision because the Customer already received credit, however
  provided an additional credit of $1.70 to adjust for currency conversion
  differences.
  The Bank contacted the Customer on September 9, 2024 to
  address the concerns.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

• Initial Complaint

  Date:08/30/2024

  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.

  ********
  report number
  ************ 

  Business Response

  Date: 09/06/2024

  BBB Response Drum
  ID 22218543
  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 August 30, 2024.
  The Bank appreciates the opportunity to address the concerns raised by Kathryn
  Drum (the “Customer”) related to accessing their Online Savings Account
  (“OSA”).
  On August 28, 2024, the
  Customer initiated an outgoing transfer request from their OSA to a linked
  account. During the transfer processing review, the Bank identified security
  concerns and sent a correspondence to the Customer’s email address on file.
  Consequently, the Bank declined the transfer and restricted the OSA until the
  security concerns could be resolved.
  On August 29, 2024 and
  August 30, 2024, the Customer contacted the Bank regarding their account access,
  but the security concerns remained. On September 2, 2024, the Customer
  contacted the Bank to resolve the security concerns and a Bank specialist assisted
  with verifying
  the Customer’s identity using alternate methods. Subsequently, the Bank
  specialist restored the Customer’s online banking access. During the same call,
  the Customer then requested an outgoing transfer from their OSA to a linked
  account which the Bank successfully processed the later that same day.
  Based on the above details, the Bank kindly requests
  this complaint to be closed.
  

• Initial Complaint

  Date:08/30/2024

  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 am filing this complaint regarding the failure of Equifax, Experian and TransUnion to properly investigate my disputes related to incorrect negative information on my credit report. Despite multiple attempts to resolve these inaccuracies, the credit bureaus have responded with stall tactics rather than conducting a thorough investigation as required by the Fair Credit Reporting Act (FCRA).
  
  The presence of these inaccurate negative items on my credit report has adversely affected my credit score and my ability to obtain credit. This has caused significant stress and financial hardship.
  
  Requested Resolution:
  GS BANKUSA
  Account number: ************ Balance: $4,484.00
  Classification: Charge-off
  Date of Last Reported: Equifax: Missing, Experian: 08/21/2024 , TransUnion: 08/23/2024
  Date of Last Activity: Equifax: Missing, Experian: 11/01/2023, TransUnion: 08/23/2024

  Business Response

  Date: 09/06/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on August 30, 2024. The Bank appreciates the opportunity to address the
  concerns raised by Saadat Ahmed (the “Customer”) related to credit reporting
  for the Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened an Apple Card and
  consented to the Apple Card Customer Agreement on March 22, 2021. As stated
  in the Apple Card Customer Agreement, the Bank may report information about
  the account to the Credit Reporting Agencies, which includes but is not
  limited to Late Payments, Missed Payments, or other defaults on the account.
  The account was charged off on November 30, 2023, as a result of the Customer
  failing to make a payment to satisfy the amount due by May 31, 2023. The Bank
  has reviewed the customer’s tradelines with TransUnion, Experian and
  Equifax.  The Customer’s account status is reflecting correctly as
  charged off with TransUnion, Experian and Equifax. The Bank has confirmed we
  are accurately reporting to Equifax. TransUnion was not reflecting a payment
  history profile, despite our accurate reporting. On September 4, 2024 the
  Bank sent an update to TransUnion to reflect the payment profile history. The
  Customer should allow up to 30 days for the changes to reflect on the Credit
  Report. The Bank is obligated to report accurately to Credit Reporting
  Agencies and is unable to remove the negative remarks on the Customer’s
  credit reporting.
  In the complaint narrative, the Customer referenced concerns related to
  Equifax, Experian and TransUnion. The Customer should contact the companies
  directly for further assistance.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:08/29/2024

  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 account was locked several months ago without any apparent reason. Since then, I have made multiple attempts to resolve the issue by calling customer support. Each time, I was told that they were unable to verify my identity using my phone number.
  
  After numerous calls, they eventually agreed to let me download an affidavit form. I completed and mailed the form as instructed, but the processing of my request has been extremely slow. Despite the significant time that has passed, the issue remains unresolved, and I am still waiting for a resolution.

  Business Response

  Date: 09/05/2024

  BBB Response Dong
  ID 22212657
  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 August 29, 2024.  The Bank appreciates the opportunity to
  address the concerns raised by Boao Dong (the “Customer”) related to accessing
  their Online Savings Account (“OSA”).
  Per the Bank’s previous response,
  on May 21, 2024, the Bank conducted an account maintenance review, identified security concerns
  regarding the Customer’s identity, and restricted the OSA. Between June 11,
  2024 and August 9, 2024, the Customer contacted the Bank regarding their
  account access, but the security concerns remained. As an alternative
  verification method, the Bank determined an Affidavit of Identity (“AOI”) was
  required to resolve the outstanding security concerns. Unfortunately, due to an
  inadvertent error, the Bank experienced a delay in mailing the AOI to the
  Customer.
  On August 16, 2024, the Bank
  mailed an AOI to the Customer. On September 4, 2024, the Bank received the completed
  AOI from the Customer and approved the documentation. Subsequently, a Bank
  specialist restored the Customers online banking access.
  Based on the above details, the
  Bank kindly requests this complaint to be closed.