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:04/29/2024

  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 liable for this debt with GS BANK USA, I do not have a contract with Goldman Sachs Bank USA, they did not provide me with the original contract as i requested.

  Business Response

  Date: 05/06/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 29, 2024. ******** appreciates the opportunity to address the concerns raised by ************************ (the Customer) related to a validation of the debt owed for the Apple ******************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on May 3, 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.
  ******** has no record of the Customer requested a validation of the debt owed prior to April 29, 2024. ******** sent the Customer the requested documents on April 30, 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 $6,735.28 provided in the latest statement from March 2023. The Bank is unable to remove the tradeline or inquiry from the Customers credit reporting.  ******** is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/28/2024

  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.

  Goldman Sachs claims to support SCRA however a majority of everyone that has applied has been denied the right to lower interest rates. They denied me saying I didnt have a card prior to service. In all actuality what 18 year coming out of high school can be approved for an Apple Card? Their policy for SCRA should be reviewed because its not actually supporting SCRA.

  Business Response

  Date: 05/06/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 29, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Customer) related to Servicemembers Civil Relief Acts (SCRA) benefits for Apple ******************** conducted an investigation and confirmed no Bank error occurred.  The Servicemembers Civil Relief Acts (SCRA) interest rate benefits cover financial obligations that were incurred prior to military service. Based on the documentation provided by the Customer, the Customers active duty start date of September 15, 2017, precedes the opening of the Apple Card account on June 17, 2023. The Bank confirmed the Customer is not eligible for a lower interest rate under the federal SCRA.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/26/2024

  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.

  UNABLE TO LOG ON TO INTERNET PORTAL TO PROCESS TRANSACTIONS. THE ISSUE HAS BEEN WITHOUT RESOLUTION FOR 5 BUSINESS DAYS.

  Business Response

  Date: 05/02/2024

  BBB
  Response *****
  ********
  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
  April 26, 2024.  The Bank appreciates the
  opportunity to address the concerns raised by **** ***** (the “Customer”)
  related to accessing their Online Savings Account (“OSA”).
  On April 24, 2024, the Customer
  contacted the Bank and advised that they are experiencing difficulties logging
  into their OSA. As a result, the Bank opened an investigation into the
  Customer’s concerns. On April 26, 2024, the Bank contacted the Customer and assisted with troubleshooting steps.
  Subsequently, the Customer was able to
  access the online banking platform.
  
  Based on
  the above details, the Bank kindly requests this complaint to be closed. 

  Customer Answer

  Date: 05/06/2024

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

  The issue has not been resolved. I use Google Chrome and it will is the default browser on my PC. Chrome is the browser I used to open my Marcus accounts, make deposits and transfer funds to and from both accounts. Chrome is the ONLY browser I have used to access my Marcus user account until 2 weeks ago, April 22, 2024, when it began returning error messages during log in attempts.  

  The 1st response from MARCUS is not transparent and is an inaccurate representation, BECAUSE the issue with the Chrome browser WAS NOT resolved. Attached find a screen print of the portal login page from Marcus.com which has been taken at this time. Also during the process of dealing with Marcus technical representative it took 3 days and many telephone calls to reach an elevated level of MARCUS technical support. The elevated support person did NOT resolve the issue. After all the calls and 3 days of waiting for elevation of my issue I gave up. 

  I cannot accept the Marcus response as they DID NOT resolve the issue. The only response was to use other browsers, a mobile app and disable my Anti Virus software which is Avast.

  I don't use telephone apps. I did not open the account under the condition that I use other browsers and mobile apps to access my Marcus accounts on line.

  I do not use any browser other than Chrome. 

  Chrome is THE #1 browser, used worldwide and I need to continue using CHROME. I refuse to use a substitute which I am unfamiliar with and do not TRUST. I trust Chrome for VERY GOOD reasons.

  The MARCUS response is unacceptable. I will close my account and move my assets if not resolved. I WILL NOT remove my complaint with BBB as it 100% legitimate and 100% UNRESOLVED. 

  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About two months ago I purchased a iPhone using my GS credit card co branded with Apple. Before I made the final purchase I asked the rep if they had purchase protection. He said yes. My gf was with me and heard the conversation. Like AMEX or chase they offer protection vs theft, damage or lost items. He assured me it was all covered, quote, "not to worry"! In fact he went into details about the extended coverage. It was all not true. I should've confirmed it was true but I thought he seemed on the ball so I did not. I was willing to lose money of the transaction about $25 bc of a promo to get the protection. So I got the phone and activated it with my info. Then after a week I happened to check with GS on the protection. It was not covered. Thus I had to erase everything and start over. Send that one back and order another with AMEX. And then personalize the new phone. All taking a boat load of time.
  As far as supporting docs, I only have the fact I called apple and Goldman numerous times bc I was told someone could help me. I must admit I am tenacious so I went above and beyond. I figured a good compromise was provide Apple Care for 3-6 months. Which I doubt I would use anyway. Instead I kept getting hope from the initial reps that a supervisor could help me out and make it right. Btw AMEX card would stand behind their word even if a rep spoke incorrectly. I have phone records of the times I called both companies bc they are co-branded, Apple and Goldman Sachs credit card. I trusted both since they are well established. The phone records could be proof of the time I have spent trying to resolve the issue if needed.

  Business Response

  Date: 05/03/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on April 26, 2024. The Bank appreciates the opportunity to address the
  concerns raised by ******* ****** (the “Customer”) related to Apple products.
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Bank conducted a review of interactions and was unable to locate any record
  of mistreatment or misinformation provided by a Bank representative. The
  Customer contacted the Bank on December 31, 2024, and was advised of the
  Bank's Zero Liability Protection benefit in case of any unauthorized
  transactions on the account. The Bank does not provide
  extended warranty or other protection and the Customer would need to contact
  the merchant related to any warranties. The Bank is
  unable to provide the Customer with compensation.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 05/03/2024

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

  Goldman Sachs is flat out lying. I have a witness. I was very clear when I spoke to them that they offered the protection or buyer protection plan.   Doesn’t surprise me that Goldman Sachs would lie it seems like everybody has the ability to just falsify information   I don’t have any proof it was a verbal Phone call only.  
  

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

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im not liable for this debt with APPLE CARD/GS BANK USA. I dont have any contracts with APPLE CARD/GS BANK USA. The account was paid in full. No collection agencies were involved.

  Business Response

  Date: 05/02/2024

  BBB Response Rejection #
  ******** # ******** RECEIVED DATE April 25, 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 April 25, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************************* (the Customer) related to validation of the debt owed for the *********************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the account on September 20, 2019. During the application process, the Customer is provided with and must consent to the Apple Card Customer Agreement, which discloses that the Customer agrees that the Bank may report information to the ************************* regarding the account, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  The Bank sent the Customer documents on April 29, *************** the Customer's debt including a copy of the Apple Card Customer Agreement and all 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 $2,848.63 provided in the latest statement from June 30, 2022. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to transfer the money from my Marucs online personal savings account to external linked account, ******************** reversed the transfer and said I can only transfer money back to my old accounts which has already been closed and was verified by Marcus through a three party phone call. Then ****** said they will get back to me with a conclusion within 3 days and today is the second day. I called the bank to check on the progress but they continuously asking for verification of my phone which I cannot received the verification code on time due to bad signal. On my third call, the representative told me I cannot make further calls within 3-5 business days with unknown reason. I need to use the money in my account for rental and tuition and now Marucs just does not release my fund. I would like to transfer all the money that currently in my Marucs personal online savings account out to my linked **** of America personal checking account.

  Business Response

  Date: 05/02/2024

  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 April 25, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ************* (the Customer) related to
  accessing their ************** Account (OSA).
  On April 16, 2024, the Customer initiated an outgoing transfer from their OSA to a linked account. During
  the transfer processing review, the Bank identified security concerns regarding the linked account and
  contacted the Customer to advise that funds could be sent to the original funding account. However, the
  Customer advised the Bank specialist that the original funding account had been closed. ************************* restricted the Customers OSA until the security concerns could be resolved.
  On April 23, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist
  assisted with resolving the security concerns by conducting a three-way bank call with the external
  institution and the Customer and successfully verifying that the original funding account had been
  closed. Unfortunately, the Bank specialist inadvertently did not remove the restrictions from the OSA.
  On April 26, 2024, the Customer contacted the Bank regarding their account access and a Bank specialist
  restored the Customers online banking access. The following day, the Customer contacted the Bank
  requesting an outgoing wire transfer from their OSA to the same linked account, which the Bank
  successfully processed on April 29, 2024.
  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.

• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested that the account be closed and funds sent to me via check on two consecutive instances in February and March, but no resolution has been reached. I would like the money that I am entitled to be disbursed within 5 business days of receipt of this complaint. Their procedure and timeframe is complicated and unstructured. I would like the money that I am entitled to be disbursed within 5 business days of receipt of this complaint with proper interest accrued.

  Business Response

  Date: 05/01/2024

  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 April 24, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Beneficiary) related to the closure of ******************* (the Deceased Customer) account.
  On December 26, 2023, the Bank was notified about the passing of the Deceased Customer by the Beneficiary. Later that day, the Bank mailed the required documents to the Beneficiary. The Bank received the completed documents on March 4, 2024. Unfortunately, the Bank experienced a delay in reviewing the documentation. 
  On April 25, 2024, after further review, the Bank approved the documentation,closed the account, and mailed a check to the Beneficiarys address. Per the **** tracking number, **********************, the requested check is still in transit.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my account is locked and customer service contacts cant fix it

  Business Response

  Date: 04/30/2024

  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 April 23, 2024. The Bank
  appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to
  accessing funds within their ************** Account (OSA).
  On April 2, 2024, the Customer initiated an outgoing transfer request from their OSA to an external
  account. During the transfer processing review, the Bank identified security concerns regarding the
  external account and attempted unsuccessfully to contact the Customer. Consequently, the Bank
  declined the transfer and restricted the **** On April 9, 2024, the Customer contacted the Bank
  regarding their account access. A Bank specialist informed the Customer a three-way call with the
  external institution needs to be conducted to resolve the security concerns; however, the Customer
  declined, and the restrictions remained.
  On April 26, 2024, the Bank contacted the Customer to address the security concerns, but the Customer
  again declined a three-way call with the external institution. On April 29, 2024, the Bank attempted
  unsuccessfully to contact the Customer regarding their **** The Bank requests the Customer to contact
  the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday,
  9 am - 7 pm ET to resolve the security concerns.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21608699
  
  I am rejecting this response because:

   

  I received an email today as requested by  Mrcus     to access my account and provided the correct info  and still cannot.access my money in what other way they want.

  when i all they ask the same question 4 times different people i talk to

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

  Business Response

  Date: 05/23/2024

  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 May 17, 2024. The Bank appreciates the opportunity to address the additonal concerns raised by *********************** (the Customer) related to accessing funds within their ************** Account (OSA).
  Per the Banks previous response, on April 9, 2024 and April 26, 2024, the Bank contacted the Customer to address the security concerns regarding the external account. However,  the Customer declined a three-way call with the external institution and the security concerns remained. On May 12,2024, the Bank received a notification from the Customer requesting to close their OSA. Currently the Bank is in the processing of closing the Customers OSA and mailing a check for the remaining balance to the address on file.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21608699
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Goldman Sachs and Co regarding the account reported under my name with the account number ****************. Upon reviewing my credit file, I found this account without any verifiable evidence of my written consent or proof of ownership.
  
  As a consumer, I have exercised my right to request verification of any information on my credit report that I believe to be inaccurate, incomplete, or unverifiable. However, Goldman Sachs and Co has failed to provide concrete evidence of my alleged consent or ownership of the reported account(s), which constitutes a violation of the Fair Credit Reporting Act (FCRA).
  
  I believe Goldman Sachs and Co has violated the following sections of the FCRA:
  
  Section 609(a)(1): Failure to provide substantial evidence of my alleged consent or ownership despite repeated requests.
  
  Section 611(a)(1)(A): Lack of a reasonable reinvestigation, evidenced by the absence of response and evidence.
  
  Section 611(a)(7): No communication of results or evidence to substantiate the account(s) within a reasonable period.
  
  Section 623(a)(8): Reporting account(s) without verifying their ownership violates the requirement for reasonable accuracy.
  
  I request that Goldman Sachs and Co:
  
  Provide written evidence of my consent or authorization for the mentioned account(s).
  
  Furnish verifiable proof that establishes my ownership or association with the reported account(s).
  
  Conduct a diligent and thorough investigation into this matter and rectify the inaccuracies in my credit report promptly.
  
  If Goldman Sachs and Co fails to comply with the FCRA's provisions and provide the requested evidence, I demand that the mentioned account(s) be removed from my credit report entirely.
  
  I am aware of my rights as a consumer and am prepared to take further action to rectify this situation if necessary, including legal action.
  
  I anticipate a timely response from Goldman Sachs and Co to resolve this matter.

  Business Response

  Date: 04/26/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on April 20, 2024. The Bank appreciates the opportunity to address the
  concerns raised by ****** ** ***** (the “Customer”) related to credit
  reporting for Apple Card.
  
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Customer agreed and was added as a Participant on another Customer’s Apple
  Card account on November 3, 2021, and agreed to be reported to the credit
  reporting agencies. On April 28, 2022, the Customer was removed as a
  participant from the Apple Card account. As a result, the Bank submitted an
  update to reflect the Customer’s status as terminated from the Customer’s
  credit reporting. The Bank is unable to remove any reporting prior to the
  Customer’s removal from the Apple Card account. The Customer should contact
  the Owner of the Apple Card directly with questions or concerns related to
  the account. As the Customer is a Participant on the account, the Customer is
  not liable for the account balance. The Bank attempted to contact the
  Customer on April 24, 2024, but was unsuccessful.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:04/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have one saving account and several CDs with Marcus. Last month, when I tried to transfer my money out of Marcus, I was told that all my accounts were locked. I called Marcuss customer service many times to solve the problem but failed. Everytime I had to speak to a new representative and had to have long conversations with them, but none of them were able to solve the problem. They said I need to complete an Affidavit of Identity by mail but I never received such mail. They also said someone will call me to verify my identity and I never received such call from them. They locked my account for no reason and did not try to help me to unlock it. Now, I really need the money since my baby is badly ill and is staying in ****. I must get the money immediately to save my baby! Thats too tough for a mom to take care of her baby and at the same time had to deal with this ridiculous situation. I am chasing to get my money out of Marcus and to close my accounts with Marcus. No more dealing with Marcus, very incompetent employees who do not know what the issue is or how to resolve it. I want all my money with Marcus (including money in both saving account and CDs) to be transferred to my CITI account, which is the bank account I use to fund ********************. Below are my Marcus saving account and CDs and my CITI **************************** saving account number: ********************************* CDs account numbers (total 7 CDs): ************; ************; ************; ************; ************; ************; 310051997282.CITI account number: ************** Routing number: **************** help me and save my baby!!! Thank you so much!!!

  Business Response

  Date: 04/25/2024

  BBB Response Li
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 19, 2024. The Bank appreciates the opportunity to address the concerns raised by *************** (the Customer) related to accessing their ************** Account (***).
  On November 17, 2023, the Customer initiated an incoming ACH transfer from their external account to their ***. During the transfer processing review, the Bank identified security concerns regarding the transfer and the Bank attempted unsuccessfully to contact the Customer to address the security concerns.Consequently, the Bank restricted the *** until the security concerns could be resolved.
  On March 22, 2024, the Customer contacted the Bank regarding their *** access; however,the Bank was unsuccessful in authenticating the Customers identity and the security concerns remained.  As an alternative verification method, the Bank requested the Customer complete an Affidavit of Identity (AOI).  Unfortunately,due to an inadvertent error  there was a delay in mailing the documentation to the Customer.
  On April 23, 2024, the Customer contacted the Bank requesting to close their *** and move the funds to a linked account, which the Bank successfully processed on the same day.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  
  

  Customer Answer

  Date: 04/26/2024

   
  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,
  
  ***************