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:08/14/2024

  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.

  7/18/24- this was the first call made to me to verify the $2200 withdrawal I made. They said they werent able to verify it was me and they had to escalate it to the security team. I was told to wait up to three business days for them to review the account 7/19- I called back and talked to a supervisor (asia) and was told that an Affidavit will be mailed out 1-5 business days to verify my identity. 7/22-The affidavit was to be sent out on the 19th and for me to receive it on 7/24. I was told that after receiving, filling it out and sending it back, it would takes 1-5 business days to review. (meliah). 7/25- I called back to check on the status and an employee (*****) told me that I now had to wait 7-10 business days. **** 7/29- I got the affidavit and sent it out the same day. They were supposed to receive it on 8/2 8/3- I called to check and see if they received it and they hadnt. 8/6- I called again and they said they still didnt have it but they were able to take the lock off my account after asking me if I approved the transfer that was made. It looks like they never needed the affidavit. I tried to now transfer the money out and I was told that it has to go back to the bank I deposited it from(cashapp) and they are not able to do it from their end. In order to transfer the money to my cashapp account, I tried to link it to my Marcus account but o wasnt able to because they are not compatible with that bank( even though they accepted the deposit). The other problem is cashapp doesnt let you add cash to the account from a linked bank, it only lets you deposit/cash out the money. I explained all of this to them and they said that my only option is to keep the money in the account for a certain amount of time( which they cant give me an exact time period) in order to be able to transfer the money to a compatible bank. Otherwise it will be flagged as a quick money movement. 8/12 - an employee said they will send out 2 checks 8/14- another lock on my acc

  Business Response

  Date: 08/21/2024

  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 August 14, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the "Customer) related to accessing the funds in their ************** Account (OSA).
  On July ******* , the Customer initiated an outgoing transfer from their OSA to an external account. The Bank identified security concerns regarding the account and reversed the transfer. The Bank attempted unsuccessfully to contact the Customer [HC[3] to address the security concerns; thus, the Bank restricted the Customers OSA until the concerns could be resolved.
  From July 18 to July 26, 2024 ,the Customer contacted the Bank regarding their OSA access; however, the security concerns regarding the external account remained. Subsequently, as an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the Customer on July 26, ******** Bank reviewed and approved the completed *** documentation on August *******,and subsequently removed the restrictions from the account. On this same day,the Bank attempted unsuccessfully to contact the Customer to assist with the transfer. The Bank requests the Customer contact the Bank toll-free at ************** ***************), Monday to Friday, 8 am 10 pm, Saturday to Sunday, 9 am 7 pm ET for further assistance with the transfer.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:08/12/2024

  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.

  On July 28, 2024 I opened a Marcus Bank(by Goldman ************* account. The website boasts about unlimited withdrawals.On 7-30-24 I deposited $10 into my account coming from ********************** It was deposited instantly.On 8-7-2024 I had a payroll direct deposit of $1,015.28.I verified 3 banks with Marcus so I could freely move money between them.I tried withdrawals of $5, $400, $600, $1,000. Every one of those was reversed. Yes even the $5.00 was too much for Marcus, so they reversed it.After talking with Marcus customer service many times throughout the dates of August 7-August 9, on August 9, at 12:20 PM, *** from fraud said that I would not be a allowed to take out any money until I received interest from the money in my account. She said "we are not a checking account"I asked for my account to be closed down, but that was turned down as well, because interest has not been earned on the account yet.On there website, they advertise for unlimited withdrawals. They give no qualifiers with that statement. This fraudalent advertising should no be allowed.

  Business Response

  Date: 08/20/2024

  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 August 13, 2024. The Bank
  appreciates the opportunity to address the concerns raised by *********************** (the "Primary Owner)
  related to accessing funds in their ************** Account (OSA).
  On August 7, 2024, the Primary Owner initiated an outgoing transfer request from their OSA to an
  external account. During the transfer processing review, the Bank identified concerns regarding the
  transfer and contacted the Joint Owner to explain the concerns. Subsequently, the Bank declined the
  transfer.
  On August 8, 2024, the Primary Owner initiated additional outgoing transfers to separate external
  accounts; however, the Bank identified the same concerns, and attempted unsuccessfully to contact the
  Primary Owner. Consequently, the Bank declined the transfer. Later that same day, the Primary Owner
  contacted the Bank regarding the declined transfers and a Bank specialist advised of alternative options
  to transfer the funds from their OSA.
  On August 19, 2024, the Bank attempted unsuccessfully to contact the Primary Owner to assist in the
  closure of their OSA. Should the Customer wish to proceed with the closure of their account, the Bank
  requests the Primary Owner to call the Bank toll-free, at 1-855-730-SAVE ****************), Monday to
  Friday, 8 am 10 pm, or Saturday to Sunday, 9 am 7 pm ET.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 08/21/2024

   
  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:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been banking with Marcus for years with a high yield savings account. I sold my home and opened a CD and then transferred additional funds to a high yield savings account. They locked my account and when calling in to verify my information, they informed me that they were closing all three of my account (2 hysa and 1 cd) without explanation. I enjoy their bank and platform and now I have to rush to find somewhere else to put my money. I want an explanation

  Business Response

  Date: 08/19/2024

  BBB Response ****
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 12, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the "Customer) related to their ************** Accounts (OSA) and Certificate of Deposit (CD).
  On August 9, 2024, the Bank conducted an account maintenance review of the Customers profile, identified security concerns, and attempted unsuccessfully to contact the Customer to address the security concerns. Consequently, the Bank restricted the Customers online banking access until the security concerns could be resolved.
  On August 12, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. Due to the ongoing security concerns, a Bank specialist advised the Customer that the Bank made a business decision to close the Customers ****. On August 15, 2024, the Customer contacted the Bank to close their **** and transfer the funds to the original funding accounts, which the Bank successfully processed.
  After further review of the Customers profile, the Bank resolved the security concerns and determined the account closure of the **** had been erroneous. On August 19, 2024, the Bank contacted the Customer to advise their CD account may remain open.
  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: 08/28/2024

   
  Complaint: 22128246
  
  I am rejecting this response because:
  

  
  I am requesting to re-open my complaint.  I would like to provide a response per below:
  I am completely dissatisfied with Marcus' response and their $25 Good Will credit for essentially locking me out of access to my funds for over 4 days and supplying misinformation.  I requested to close my HYSA accounts on Monday 8/12 (the same day I was told Marcus decided to close all 3 of my accounts) and was told they were in pending status and a letter would follow that day explaining their decision.  I was told my accounts would be closed in 3 days and I would receive an ACH transfer thereafter to the originating funding account.  I followed up that Thursday 8/15 to confirm my accounts were closed.  I was told they were not and my accounts could be unlocked so I could manually close my accounts since they couldnt supply ANY information on if or when they would be closed.  I requested that Marcus close my ** if they were going to as if I manually closed this account I would be subject to an early withdrawal penalty.  They could not provide a response if they would close my ** account and noted they would reach out once investigated.  Then on Monday 8/19, they told me they would keep the ** open with NO explanation of why my accounts were frozen and that any security issue was resolved the prior week.  There was no documentation that a letter was sent providing any information on their actions.  Moreover, after notification my ** would be left open, I had to call to get them to unlock my account access online to even see my ** funds.  No additional security information was provided by myself outside of the information supplied Monday 8/12.  The company had all the information they needed then, only to withhold access to my money and account information for days.  The most detail I obtained was their response to my BBB complaint which is unacceptable
  Sincerely,
  
  *********************

  Business Response

  Date: 09/04/2024

  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 August 28, 2024. The Bank appreciates the opportunity to address the additional concerns raised by ********************* (the "Customer) related to their ************** Accounts (OSA) and Certificate of Deposit (CD).
  Per the Banks previous response, the Bank made an erroneous decision to close the Customers **** due to ongoing security concerns. Consequently, on August *******, the Bank completed the Customers request to transfer the funds from the **** to the original funding accounts.
  After further review of the Customers profile, on August 19, 2024, the Bank contacted the Customer to advise their CD account may remain open.
  Due to the experience, the Bank provided the Customer with a credit to the account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22128246
  
  I am rejecting this response because: Marcus has yet to respond to the reason they failed to communicate in any way, outside of this complaint response, of what occurred. They also misrepresented that they would be sending communication of why my accounts were being closed via a letter and failed to do so. $25 good will credit is an inadequate response to their mismanagement.  I am fine with my case being closed as it does not appear that Marcus will provide a meaningful response to the above.  Thank you.

   

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

• Initial Complaint

  Date:08/10/2024

  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.

  Have Certificate Deposit that matured on 05/27/2024 I went the the Marcus by Goldman Sachs website to close to the Certificate of Deposit. Got confirmation for closure by email at 10:06PM Sunday. Schedule to closure would be 05/28/2024.However, the funds never was transferred on 05/28/2024.I logged back on the website and did another request for closure through the website. No record or memos online why it didnt sent or close.Got confirmation on 05/28/2024 7:16AM for closure.Again the account did not close nor funds transferred.Logged back on 05/30/2024 to check what happened. Again no record online what happened only that the account did not close.I got an email on 05/30/2024 4:26PM confirming the closure of the ** again.I tried calling Marcus and did not get an answer why the funds were not sent back to me. Nor what is going on. Instead, marcus sends me a letter demanding I give a bunch of personal information to them in the mail I am not going give DOB, SSN, Driver license, my legal name, home address, phone number so anyone can steal my identify in the mail. Marcus sent that letter post marked July 13, 2024. Several weeks after I requested closure of my **. As of August 10, 2024 I do not have my money and can not withdrawal anything from the bank Marcus will not let me close my ** and get my money.It is taking way to long to get my funds.

  Business Response

  Date: 08/16/2024

  BBB Response ****
  22123756
  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 11, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to the closure of their Certificate of Deposit (**).
  On May 23, 2024, the Customer provided the Bank with instructions to close their ** (account ending in 6746) at maturity with funds transferring to an external account. During the transfer processing review, the Bank identified security concerns regarding the Customers identity and attempted unsuccessfully to contact the Customer. Consequently, the Bank restricted the account until the security concerns could be resolved. Unfortunately, the restrictions impacted the Banks ability to process the Customers request to close their ** at maturity. On July 2, 2024, the Customer contacted the Bank regarding the closure of their **, but the security concerns remained.
  After further review, on August 14, 2024, the Customer contacted the Bank to address the security concerns and a Bank specialist assisted with resolving the security concerns by authenticating the Customers identity. Subsequently, the Bank Specialist restored the Customers online banking access. On August 16, 2024, the Bank attempted unsuccessfully to contact the Customer to re-initiate the closure of the ** without an Early Withdrawal Penalty (EWP) applied. The Bank requests the Customer to contact the Bank toll-free at ************** ****************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to assist further.
  If the Customer wishes to close the remainder of their **s prior to the maturity dates, EWPs will be applied.
  Based on the above details, the Bank kindly requests this complaint be closed.

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a saving account with ********************. This year I moved several times so I changed the address associated with my account several times. And this month I tried to buy some treasury bill using the money from this account. They disabled me transaction and locked my account to disable me from use my money, even after verifying all my information and claimed that they can't verify I am myself.An ******* called this morning ask if the address changes and recent transactions are done by me. I confirmed, and provided my name, date of birth, ssn, all previously used addresses and he said the verification is done I should be unlocked. He then gave me a number of Marcus to call to get unlocked and have my new address confirmed in their system. I called, waited for half an hour long, and the person there claim that they can't verify my identity so can't unlock my account because they can only use verifications including:A. letting me provide a one-time code I received via text, which they claimed that "they are not able to send to me because my phone number isn't under my name". This is not true, as I have confirmed with my phone number supply ************ My phone number is under my name. B. giving them my driver's license information, which after I provided, they claimed that "California is not a state which driver's license can be used for their verification". I asked for the list of states that they can use, they gave me a very vague and short list.C. letting me wait for an unknown length of time until they send me an email with a security question set-up, and then calling them back to verify. For this they can't even give me an estimated waiting days. I don't understand why they can still claim that I can't verify my identity and refuse to give back my money after the first ******* has already confirmed the verification is complete and all the so-called "suspicious activities" are safe.

  Business Response

  Date: 08/16/2024

  BBB Response Pang
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 10, 2024. The Bank appreciates the opportunity to address the concerns raised by *************** (the "Customer) related to accessing their ************** Account (***).
  On August 2, 2024, the Bank received a withdrawal request from the Customers *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the account and restricted the *** until the security concerns could be resolved.
  On August 9, 2024, the Bank contacted the Customer to address the concerns, but the security concerns remained. On August 13, 2024, and August 15, 2024, the Bank made attempted unsuccessfully to contact the Customer to address the security concerns. The Bank requests the Customer to contact the Bank toll-free at ************** ****************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to assist further.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 08/20/2024

   
  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:08/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marcus by Goldman Sachs refuses to allow me the account holder to withdraw my funds from my online savings account. I have spoken with 15 Different customer service representatives for the past 8 weeks I answer all of the security questions pertaining to my account, information only I would know and they claim that they cannot or choose not remove the restriction from my account. I have tried in vain to tranfer my funds from this online savings account in the amount of ***** dollars. Marcus by Goldman sachs claim they cannot ID me. But I tried a small experiment I transfered 1.00 dollar from the external account that I use to make transfers and it marcus excepted the transfer into my online savings account with them so much for not being able to ID me why would they except funds transfers from me if they are unable to ID me. I am requesting the assitance from the bbb because I have read other complaints about individuals not being able to withdraw funds from their accounts. I hope you are able assit me in obtaining my funds from this banking institution when I receive my funds from marcus I will Dutifully be closing my account. I would like to thank you for reading all of this content but this has been very difficult me.

  Business Response

  Date: 08/15/2024

  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 August 9, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************** (the "Customer) related to accessing their ************** Account (OSA).
  On June 14, 2024, the Customer contacted the Bank requesting to update their personal information. However, the Bank identified security concerns regarding the Customers identity and restricted the Customers OSA. On June 18, 2024, the Customer contacted the Bank regarding their account access,but the security concerns remained. Unfortunately,due to an inadvertent error, the Customer experienced a delay in regaining access to their account.
  On August 13, 2024, the Customer contacted the Bank to resolve the security concerns and a Bank specialist verified the Customer using alternate methods. Subsequently, the Bank specialist restored the Customers online banking access. In addition, the Customer requested an outgoing transfer request from their OSA to a linked account, which the Bank successfully processed.
  The following day, the Bank attempted unsuccessfully to contact the Customer to assist with account closure. The Bank requests the Customer to contact the Bank toll-free at ************** ****************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to further assist.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***/*****,I recently reviewed my credit report and found errors. I am writing to dispute the following account information as I am a victim of identity theft. I have already filed a complaint with IdentityTheft.gov regarding this matter. Enclosed are copies of my identity theft report and other relevant documents.The account listed below does not belong to me and is inaccurately reported on my credit report:Creditor Name:APPLE CARD - ******* *** Opened Date: 1/2/2022 Account Number: ****************Higher Credit: $2,000.00 I request that this account be removed from my credit report immediately. I have enclosed copies of my identity theft report and other supporting documents for your review.Please investigate this matter and correct the information as soon as possible. I appreciate your prompt attention to this matter and look forward to your response.

  Business Response

  Date: 08/16/2024

  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 9, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer)related to an Apple Card opened without authorization.
  The Bank conducted an investigation and confirmed no Bank error occurred. Based on the Banks investigation, the Bank determined the Customer is liable for the account. The Bank is unable to provide additional information related to the investigation. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on January 2, 2022. As stated in the ************************************** may report information about the account to the *************************,which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  The Customer did not make a payment to satisfy at least the minimum amount due by September 30, 2022. As a result, the Bank reported the account past due to the ************************** The Bank confirmed the account was closed and charged off as March 31, 2023, as a result of the Customer failing to make a payment to satisfy the amount due by September *******. The Customer paid the account in full as of August 30, 2023. The Bank confirmed the account was reported accurately to the **************************The Bank is obligated to report accurately to ************************* and is unable to remove the account from the Customers credit reporting. The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:08/09/2024

  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.

  1 week ago I put $49,000 in a high yield savings account with ******************************************************************. I tried to go online to check my account and their app wouldnt let me access my account (although Ive accessed my account at least 5 times before that). I called their customer services and answered all their questions so they could ID me and they told me they couldnt authenticate me and that I would have to wait 3-7 business days for their authentication department to verify me. They have my correct phone number and said they could send me a code to verify me, but they said it wouldnt work on my phone. They have sent me a text message when I started my account and gave me a code, but they said their department couldnt do that. Im angry because I cant get access to my money and they just dont care. Ive read about others on the internet complaining about the same thing. Im outraged that they can just keep my money until they get around to giving it back to me. Theres no reason this couldnt be resolved today when I called them. I have the data from my bank showing I transferred the money to them. I also asked if they could just transfer the money back to the same bank and account it came from, but was told no. I asked to talk to someone higher than the last person I talked to and was told she was the highest at the call center and would not give me a number of anyone else to talk to. My question, can I call the police and report this as theft? I also asked if they could call my phone, since they have my number and authenticate me and was told no.

  Business Response

  Date: 08/15/2024

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the *************** Complaint Portal on August 9, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the "Customer) related to accessing their ************** Account (OSA).
  On August 6, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customers identity, and restricted the **** On August 8, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. 
  On August 9, 2024, the Customer contacted the Bank regarding their account access and a Bank specialist assisted with resolving the security concerns by authenticating the Customer using alternate methods. Subsequently, the Bank specialist restored the Customers online banking access. Later that same day, the Customer requested an outgoing transfer request from their OSA to a linked account,which the Bank successfully processed.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:08/08/2024

  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.

  **Complaint Summary:**On July 12, 2024, I updated my phone number in my Goldman Sachs account profile and received an email confirmation confirming the update. However, when I attempted to log into my account on July 25, 2024, I received a message that my account was locked, instructing me to contact Goldman Sachs.**Details of the Complaint:**I promptly called Goldman Sachs on July 25, 2024, only to be informed that they did not have my updated phone number on file, making it impossible to verify my identity using the new number. The representative submitted a ticket to resolve the issue, advising me it would take 5-7 days for resolution. On July 31, 2024, I called again, but was told that no information could be disclosed to me until my account was verified. Despite providing my Social Security number, address, name, phone number, and secret code, they insisted that I fill out a form and get it notarized, a process that would take several additional weeks to verify my identity. I explained that I needed immediate access to my funds but was met with no urgency or alternatives. The representative mentioned that "sometimes their system doesnt update users' phone numbers due to a system issue," but they still refused to send a verification PIN to my new number. On August 8, 2024, I called again, requested to speak with a manager, and asked if there was any other way to unlock my account. The representative said she would check, but then abruptly hung up on me.**Resolution Sought:**I am seeking an immediate resolution to unlock my account and access my funds. I also want to know why my account was locked in the first place, especially since this issue seems to stem from Goldman Sachs system not updating my phone number. It is unacceptable that I am being punished for a problem caused by their system, and I need this resolved as soon as possible.

  Business Response

  Date: 08/16/2024

  BBB Response Guan
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 9, 2024. The Bank appreciates the opportunity to address the concerns raised by ************* (the Customer) related to accessing their ************** Account (***).
  On July 24, 2024, the Bank received a withdrawal request to transfer funds from the Customers *** to an unlinked external account. The next day, during the transfer processing review, the Bank identified security concerns regarding the account and restricted the *** until the security concerns could be resolved. This same day, the Customer contacted the Bank regarding their *** access, but the Bank specialist did not properly resolve the security concerns, and consequently, the security concerns remained.
  On August 12, 2024, the Bank contacted the Customer and a Bank specialist assisted with resolving the security concerns by verifying the Customer using alternate methods. Subsequently, the Bank specialist restored the Customers online banking access. This same day, the Customer initiated an outgoing transfer to a linked external account, which the Bank successfully processed.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/08/2024

  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.

  This complaint is about a savings account with **********************. there must have been a transaction that flagged my account for review. Both my and my wifes profile were locked. My wife called and was able to get her profile unlocked right away. I have been trying for a week to get mine unlocked to no avail. I keep getting the response its under review by another team. I must have made **************************************************** I cannot help. All we wanted to do was transfer more money into this account. Mind you all the deposits came from one bank. At this point I want to cancel this account and have all the funds deposited back to my original bank. They keep saying we cannot do anything until the investgation is complete. if there is such an investigation then why would they unlock my wifes profile. one person did tell me t is most likely because the cell phone is in my wifes name and not mine and that is how they verify. I just read many of the same issues and complaints many others had. This is shady business practice for a well phone financial firm. All we want to do at this time is cancel this account and have the funds moved back to my original funding source. They think it is ok to hold peoples money. They all read from a script and say the same thing over and over. this is a week now and zero help. everyone is very rude and condisending.

  Business Response

  Date: 08/15/2024

  BBB Response Vinicombe
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 8, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************************* (the Joint Owner) related to accessing their jointly owned ************** Account (***).
  Between July 26 and July 31, 2024, the Bank received several debits from an unlinked external account. On July 31, 2024, the Bank performed an account maintenance review, identified concerns regarding the account, and restricted the *** until the security concerns could be resolved.Later that same day, the Primary Owner and Joint Owner contacted the Bank regarding their *** access and a Bank specialist assisted in resolving the security concerns by authenticating the Primary Owner and Joint Owner.Subsequently, the Bank specialist restored the Primary Owners and Joint Owners *** access.
  On August 2, 2024, the Joint Owner contacted the Bank regarding their online access and a Bank specialist erroneously restricted the Joint Owners account. Between August 2 and August 8, 2024, the Joint Owner contacted the Bank regarding their *** access; however, the security concerns remained.
  After further review, on August 13, 2024, the Bank contacted the Joint Owner and verified the Joint Owner using alternate methods and resolved the security concerns. Subsequently, the Bank specialist restored the Joint Owners online access. Additionally, the Joint Owner advised they would like to keep the *** opened.
  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: 08/20/2024

   
  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,
  
  *********************************