Complaints

This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Marcus by Goldman Sachs

  11850 S Election Rd Draper, UT 84020-6887

  
• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  
• 

  Marcus by Goldman Sachs

  PO Box 1978 Cranberry Twp, PA 16066-0978

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2024

  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.

  We opened a money market account with Marcus by Goldman Sachs in February of this year. We received a normal statement in early June telling us our balance through May 31. A couple of days later we received a letter confirming that our account had been closed as of June 5. June 16: We called to find out why our account had been closed and when we would be receiving our money back (over $50,000). We were on the phone with a representative for over 40 minutes but were unable to get any information. She told us to call back Monday and speak with someone in the fraud department. June 17: We did call and spoke with the fraud department for 30 minutes but again received no answers. We were told that they could not divulge why our account had been closed. When we asked about our money we were told we would either receive a check in the mail which should take 3-10 days or they would deposit it in the financial institution linked with our account.June 25: Since we had not heard anything we called back and were on the phone for 1 hour. The rep said she was going to "accelerate" the case and would have one of her supervisors call us within 3 to 7 days.July 8: We still had not received a phone call or our money, so we called again. After 27 minutes we had no more information about our money. We asked that a supervisor call that day, but we did not hear anything.July 11: We had four different conversations with Marcus today, one 18 minutes long, one 27 minutes, one an hour and 10 minutes, and one 14 minutes. We were finally told they would be wiring our money back into our bank account, but they would be subtracting $579 of the $756 we had earned.

  Business Response

  Date: 07/18/2024

  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 July 11, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************************* (the "Customer) related to the interest earned for their ************** Account (***).
  On February 20, 2024, the Bank conducted an account maintenance review,identified security concerns regarding the Customers account and restricted *** until the security concerns could be resolved. Due to the ongoing security concerns, on May 30, 2024, the Bank made a business decision to close the ****
  On June 16, 2024, the Customer contacted the Bank regarding their *** and a Bank specialist informed the Customer of the Banks decision. After further review of the Customers profile, on July 9, 2024, the Bank re-opened the *** so that the funds may return to the original funding account. On July 11, 2024, the Customer initiated an outgoing wire transfer from their *** to the funding account, which the Bank successfully processed.
  However, later that same day, the Bank received a notification from the Customer inquiring on the interest accrued to their **** Subsequently, the Bank opened an investigation into the Customers concern. On July 17, 2024, the Bank completed its investigation and is in process to providing the appropriate earned interest to the Customers ****
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:07/11/2024

  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.

  An apple card from Goldman Sachs was opened fraudulently in my name I have been trying to straighten it out for 6 months I have sent them a police report an ID. Gov report and my ID I spoke with them last on June 5 2024 and it was supposed to be taken care of but it was not

  Business Response

  Date: 07/18/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 11, 2024. ******** appreciates the opportunity to address the concerns raised by ********************* (the Consumer) related to an Apple Card opened without authorization.
  
  ******** conducted an investigation and confirmed the Consumer is not responsible for the account or the balance. ******** successfully closed the account as confirmed ID Theft on July 17, 2024. ******** submitted a request to have the inquiry and trade line removed from the Consumers credit profile on July 18, 2024. The Consumer should allow up to 30 days for the change to reflect on the credit profile. 
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/11/2024

  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.

  an apple card on my credit report that is not mine already submitted to them my ID a police report and identity theft.gov report been going on for 6 months NO SATISFACTION

  Business Response

  Date: 07/18/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 11,2024. ******** appreciates the opportunity to address the concerns raised by ********************* (the Consumer) related to an Apple Card opened without authorization.
  
  ******** conducted an investigation and confirmed the Consumer is not responsible for the account or the balance. ******** successfully closed the account as confirmed ID Theft on July 17, 2024. ******** submitted a request to have the inquiry and trade line removed from the Consumers credit profile on July 18, 2024. The Consumer should allow up to 30 days for the change to reflect on the credit profile. 
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/10/2024

  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.

  This business is reporting fraudulent accounts to my credit report without removing them. I am a victim of identity theft and have filed police reports and identity theft affidavit to prove this matter. This company need to remove this fraudulent account from my credit as it is hindering me from using my credit profile.

  Business Response

  Date: 07/17/2024

  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 10, 2024. ******** appreciates the opportunity to address the concerns raised by ******** *** (the Customer) related to an Apple Card opened without authorization.
  ******** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened a new Apple Card and consented to the Apple Card Customer Agreement on December 11, 2019. The account was charged off due to the Bank receiving documentation confirming bankruptcy on May 3, 2023. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting. ******** is unable to opt the Customer out of credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/08/2024

  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.

  I received an email from Marcus Goldman Sachs today to call their number as soon as possible. No explanation...nothing. I called, was put on hold for almost a half hour after being transferred to a different depth. Man I spoke to said he can't help or give any info because he can't "authenticate me" because my phone number is "ineligible for an authentication pin". I have a ******* phone number and it is on a plan...not prepaid. I recently asked to transfer money out of the savings account I have through Marcus and now suddenly I need to call. I went through this once before too...but I was able to "authenticate" myself. He said they are a different depth and their policies are different. Now I have to wait 3 to 7 business days to get this resolved....whatever it is. I gave them my name, ss info, DOB, my secret word...but none of that mattered. I feel as though they are trying to make it so I can't access the money I transferred in there. I want to know why I needed to call in the first place, and why my phone number is "ineligable" when it never has been before. If there is not a satisfactory reason, I want my savings account with them closed and my money transferred to my bank immediately.

  Business Response

  Date: 07/16/2024

  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 July 9, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ***************************** (the Customer)
  related to accessing their ************** Account (***).
  On July 8, 2024, the Customer initiated an outgoing transfer request from their *** 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 *** until the security concerns could be resolved. Later the same
  day, the Customer contacted the Bank regarding the transfer, but the security concerns remained.
  On July 10, 2024, the Customer contacted the Bank and a Bank specialist assisted with resolving the
  security concerns by authenticating the Customer utilizing alternate methods. Subsequently, the
  Bank specialist restored the Customers online banking access. During the call, the Bank specialist
  attempted to assist with account closure; however, the Customer advised that they would like to
  keep their account open. In addition, the Customer then requested a transfer request from their
  *** to an external account which the Bank processed the following day.
  Due to the experience, the Bank has 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: 07/17/2024

   
  Complaint: 21959496
  
  I am rejecting this response because: I am not satisfied because of the hoops I had to jump through and the stress incurred. My account should not have been flagged to begin with...the money being transferred was coming from the same bank it was deposited from. They made no move to correct anything until I submitted complaints to the BBB and to CFPB. If I had not taken steps, I feel nothing would have been resolved...so no, I'm not satisfied with the response that makes them look like they tried to work with me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/08/2024

  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 have has an ************** Account with the Company for years and never had a problem. Starting 2 weeks ago, I became unable to process online wire transfers, a capability that I have had for several years. I have spoken to 5 different representatives of the Company, none of which was able to tell me why I can no longer initiate wire transfers online. All they tell me is that some customers can and other customers can't, but no one has been able to tell me why I no longer can.

  Business Response

  Date: 07/15/2024

  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 July 8, 2024.  ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to initiating a wire transfer from their ************** Account (OSA).
  On June 24, 2024, the Customer contacted the Bank to report a technical issue related to the Customers ability to initiate a wire transfer via the Marcus online platform. Subsequently, a Bank specialist assisted the Customer with initiating an outgoing wire transfer from the Customers OSA to a linked account which the Bank successfully processed.
  ******** is currently in the process of resolving the technical issue. Due to the experience, the Bank will be providing a credit to the Customers account as a token of goodwill within five business days.
  If the Customer has any questions or requires additional assistance during this time, the Customer may call the Bank toll-free at ************** ***************), Monday to Sunday, 24 hours a day and 7 days a week.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21958068
  
  I am rejecting this response because:
  

  While I appreciate the Goodwill Credit received from the business, I am rejecting their response because they previously closed out my technical case number ************ opened June 26, 2024, saying that it was not a technical issue.  This was reported to me by customer support representative *******, the same one who opened the case for me, on June 28, 2024, and subsequently confirmed by 3 other customer service representatives.  Therefore, please do not close out this complaint until the business has resolved the technical issue.

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

  Business Response

  Date: 07/23/2024

  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 July 16, 2024. The Bank
  appreciates the opportunity to address the additional concerns raised by ************************* (the
  Customer) related to initiating an outgoing wire transfer from their ************** Account (OSA) via
  the Marcus online platform.
  As stated in the Banks previous response, on June 24, 2024, the Customer contacted the Bank regarding
  their inability to initiate a wire transfer via the Marcus online platform. In accordance with the Banks
  Deposit Account Agreement, the Bank may place limits on the amount of funds transferred based on
  total dollar amount or frequency, and will disclose any wire transfer limits to the Customer when the
  Customer schedules a wire transfer. After further review, on July 16, 2024, for security reasons, the Bank
  determined that the Customer does not meet the requirements to initiate wire transfers via the Marcus
  online platform.
  If the Customer needs assistance, the Customer can contact the Bank toll-free at 1-855-730-SAVE (1-855-
  730-7283), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for further support in
  conducting outgoing wire transfers.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21958068
  
  I am rejecting this response because: the Bank was aware and agreed that my no longer being able to process wire transfers online had nothing to do limits based on dollar amounts on frequency.  In their latest response, they say I do not meet the requirements to initiate wire transfers online for security reasons.  I find it interesting that they did not mention this in my 5 contacts with the Bank or in their previous response, and use this excuse in many other BBB complaint responses.

  What really disturbs me about the ****** response is that they had already restored my ability to initiate wire transfers online and on the ****** mobile app.  If they had just responded as such, they could have regained some of trust they had lost in their previous handling of my case.  You may close my complaint, but please be skeptical of the ****** responses to other customer complaints.

  I appreciate the BBB's assistance in getting this matter resolved.  Without the BBB's involvement, I do not think the Bank would have taken any further action.

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

• Initial Complaint

  Date:07/08/2024

  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.

  I received an account statement 6/1/24-6/11/24 from Marcus by Goldman Sachs today 7/8/2024 stating that my account was closed. I did not authorize this, was not aware of this and had funds deposited solely because they were offering a high interest savings account. When I called customer service to inquire about why this happened, the rep ******* told me that he could not disclose why MbGS decided to close my account, even after proving who I was (the account holder). I was then told that when they decided to close someones account, the money will be released either by check to the address on the account or transferred back to the original account that the funds came from. I explained that the letter was dated 6/11/24 and it was now 7/8/24 and I have yet to see either of those happen. I was put on a brief hold and when ***** got back on line, he explained to me that I needed to open a case so that they could open my account back up so that they can transfer my funds back to me. I asked why I was now being told that I needed authorization from them to get my money back when I hadn't authorized the closure of my account and my funds should have been returned to me either way. After more brief holds and more questions, I was told that I had needed to call and create a case in order to get my funds back. Now that I had called in, they could create a case and that I needed to call back in 3-5 days to find out what they had decided with my account and to give them time to review it. I think this is a terrible way to run a company or treat a customer. I want my funds back ASAP. I will not be recommending this company to anyone. I don't appreciate the different stories or closing my account without consulting me with at least a phone call. My Case# ************.

  Business Response

  Date: 07/15/2024

  BBB Response ***************************
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau on July 8, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************** (the "Customer) related to accessing funds in their Marcus ************** Account (***).
  On February 29, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the **** restricted the **** and opened an investigation. On June 6, 2024, the Bank concluded the investigation and made a business decision to close the Customers ***. On June 11, 2024, the Bank closed the *** and sent an *** closure statement to the Customers address on file.
  On July 8, 2024, the Customer contacted the Bank regarding the *** closure and a Bank specialist verified the Customer using alternate methods to resolve the security concerns.However, the Bank specialist inadvertently did not remove the restrictions from the Customers ***. On July 11, 2024, the Bank removed restrictions from the Customers ***.
  On July 15, 2024, the Customer successfully processed an outgoing transfer from the *** to the funding account. On the same day, the Bank contacted the Customer to assist with *** closure; however, the Customer advised the Bank specialist that they would be initiating the closure of their *** via the Banks website.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:07/06/2024

  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 opened a account online with them. I was able to access my account and the site locked me out. For 2 months I have been trying to get into my account and no one after verifying me will help me. Please help me

  Business Response

  Date: 07/12/2024

  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
  July 6, 2024. The Bank appreciates the opportunity to address the concerns
  raised by ******* ******** (the “Customer”) related to accessing their Online
  Savings Account (“OSA”).
  On May 8,
  2024, the Bank conducted an account maintenance review of the Customer’s
  profile and identified security concerns regarding the Customer’s account.
  Consequently, the Bank restricted the Customer’s online banking access until
  the security concerns could be resolved.
  From June
  14, 2024, to June 18, 2024, the Customer contacted the Bank regarding their
  account access; however, Bank specialists could not successfully authenticate
  the Customer and the security concerns remained.  Due to the ongoing security concerns, on June
  28, 2024, the Bank made a business decision to close the Customer’s OSA.
  After
  further review of the Customer’s account, on July 11, 2024, the Bank contacted
  the Customer to readdress the security concerns. A Bank specialist was able to resolve
  the security concerns by successfully authenticating the Customer and verifying
  the ownership of the external account via a three-way call the external bank. Currently,
  the Bank is in the process of re-opening the OSA in order to allow the funds to
  be transferred out, at the Customer’s request.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 07/13/2024

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

• Initial Complaint

  Date:07/03/2024

  Type:Order 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 not responsible for this debt with Goldman *********** I Dont not have a contract or terms agreement with Goldman *********** They did not provide me with the authentic contract as requested

  Business Response

  Date: 07/09/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 3, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************** (the Customer) related to Credit reporting for the *********************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the account on January 2, 2021. As stated in the Apple Card Customer Agreement, the Bank 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 Bank confirmed the account was reported accurately to the ************************** The Customer did not make a payment to satisfy at least the minimum amount due by July 31, 2021. As a result, the Bank reported the account past due to the ************************** The Bank confirmed the account was closed and charged off as of January 31, 2022. The Bank is obligated to report accurately to ************************* and is unable to update or remove the tradeline from the Customers credit reporting.
  The Bank sent the Customer the requested documents on July 8, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $3,243.60 provided in the latest statement from January 31,2022.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/02/2024

  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.

  Marcus by Goldman Sachs keeps putting restriction to my account saying the Joint Account is missing Signature Card. We called Marcus customer service early this year, we were told that is mistake in Marcus system, they will fix it. But now we are still receiving mails about this Signature Card, which we never received by mail. And we cannot transfer the fund out to our checking account.

  Business Response

  Date: 07/09/2024

  BBB Response **** # ******** (Recd July 2, 2024)
  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 July 2, 2024. The Bank appreciates the opportunity to address the concerns raised by Junyi **** (the "Primary Owner) related to accessing their ************** Account (OSA).
  On June 27, 2024, the Bank sent communication to the Joint Owner to advise a signature card was missing from Bank records. Subsequently, the Bank restricted the account until the Joint Owner could return the completed signature card to the Bank. On July 1, 2024, the account holders contacted the Bank and a Bank specialist advised the account holders of documentation needed to restore their account access.  
  On July 5, 2024, the Bank mailed a replacement signature card to the Joint Owners address on file.  In addition, on July 9, 2024, the Bank attempted unsuccessfully to contact the Joint Owner to inform them that the option to sign the signature card online at Marcus.com is available. The Bank is currently waiting to receive the completed documentation.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21932393
  
  I am rejecting this response because:

  1. Marcus confirmed joint owner mailed Signature Card received.

  2. Marcus call me, Junyi ****, to sign the convent via app. I cannot find it in the app. Called customer service again, and end conclusion is the joint owner must sign up another online account for her.

  3. Because #2, I will agree to close this complaint with reject Marcus solution because my joint owner is forced to sign up online. And according to your own statement on your website All ************** Account and CD account ownersincluding joint account ownersare required to complete a Signature Card for each account opened. Depending on how you open your account, you may complete an electronic Signature Card on our website or you may complete a paper Signature Card that we have mailed to you and that you will need to mail back to us. my joint owner have mailed and you and you do receive but you still put the restrictions . Most terrible financial service I have experienced so far.

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