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:04/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with goldman sachs bank apple. I do not have any contract from collections agency to consolidate or repay debt and my accounts are being falsely reported to my credit account.

  Business Response

  Date: 04/25/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on April 18, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to validation of the debt owed and credit reporting for the Apple ******************** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on April 16, 2022. The Bank sent the Customer the requested documents on April 22, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 17 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 $2,266.31 provided in the latest statement from September 2023.
  The Customer did not make a payment to satisfy at least the minimum amount due by February 28, 2023. As a result, the Bank reported the account past due to the ************************** The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for *************** Reporting reminders to the email address provided by the Customer. The Bank confirmed the account was reported accurately to the **************************** 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:04/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a personal loan with you. My terms provided for paper notice of any changes or assignments. My loan was timely paid and had a perfect credit reporting record. Unbeknownst to me, my loan was assigned to SST. I was NEVER provided with notice by mail/paper. Instead, SST failed to properly provide any notice to me. By the time I realized that the loan had been assigned the payment date had passed. I was able to pay a few days late. However, this continued, where I would make payments and then SST would not credit them to my account. I paid the entire loan off in late March 2024-early April 2024. SST is currently listing two loans (one from you) and one from SST. One shows a zero balance and paid on time. The other shows over 3000 outstanding and over 30 days late. I continue to receive payment invoices for outstanding payments even thought I paid off the loan. Under the terms of my loan agreement, this assignment was not properly completed or the terms abided by with respect to notice and now after close to 5 years of perfect payments, my credit score plummeted.

  Business Response

  Date: 04/29/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above
  referenced complaint via the Better Business Bureau (“BBB”) Complaint Portal on April 18, 2024. The
  Bank appreciates the opportunity to address the issues raised by ****** ******* (the “Customer”)
  related to a personal loan (the “Loan”) serviced by Systems & Services Technologies, Inc. (“SST”)
  To confirm, the Bank transferred the servicing of the Loan to SST effective December 11, 2023. Goodbye
  emails were sent to customers on November 27, 2023, November 28, 2023, and November 29,2023. In
  the Loan agreement, there is a provision allowing us to transfer the servicing rights of the Loan. The
  transfer of servicing does not affect the terms and conditions of the Loan agreement other than some
  administrative items, such as contact information.
  The Customer alleges incorrect credit reporting by the Bank. Please be advised the Bank has not reported
  anything to the credit reporting agencies since November 2023.
  Please be advised the Bank has sent this complaint to SST due to the payment allegations made. SST has
  updated the account information with one or more Consumer Reporting Agencies to be accurate as of
  March 27, 2024, after processing the final payment of the Loan on April 3, 2024. Please direct any
  additional questions to SST.
  Please contact SST at ###-###-####.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, 4/16/24, I initiated a transfer from my online bank account at ******************** Bank to another of my local bank accounts. I received a call today from Marcus Bank saying they needed to verify information with my other bank in order to process the transfer. I took the time to call my other bank to let them know they can answer questions from Marcus Bank and then received a phone call with both Marcus Bank and my other bank (America ******************** I verified all of the information they asked for only to be told that Marcus Bank would not make the transfer to my other bank account due to it being opened prior to 90 days ago. I have reviewed all of the account agreements online and there is nothing that specifically says that you can only transfer into accounts that been opened more than 90 days. Not only will they not make the transfer, they told me I will have to wait several days for the money to be returned to my account. They refused to make the transfer and insist that I have to wait to get my money back. I have been a long time customer and am disgusted at the way I was treated and want my money back immediately. It never transferred out so it should be available for me to transfer to another linked account and close my ******************** account entirely.

  Business Response

  Date: 04/25/2024

  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 16, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to their accessing funds in their ************** Account (OSA).
  On April 14, 2024, the Customer initiated an outgoing transfer from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the account.
  
  On April 16, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist informed the Customer that a three-way call was needed to resolve the security concerns. Subsequently, the Bank specialist then conducted a three-way call with the Customer and external institution verifying the external accounts ownership. Additionally, the Bank specialist advised the Customer that the funds need to be transferred to the original funding account.
  
  On April 23, 2024, the Bank contacted the Customer to assist with transferring the funds to the original funding account and closing the **** which the Bank successfully processed the same day.
  
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 8, 2023, I sent a letter to Goldman Sachs at their Philadelphia mailing address asking them to close my parents' accounts with them. The reason for closing the accounts is that my father passed away in April 2023 and my mother has advanced Alzheimer's and lives in a memory care facility. In addition, they had not used those credit cards in 10 years or more. In the letter I sent to Goldman Sachs back in June 2023, I enclosed a copy of my father's Death Certificate and my mother's Power of Attorney. (I am my mother's POA.) I received a letter dated June 10, 2023 from Goldman Sachs stating that my mother's account is closed. In November of 2023, I called Equifax to confirm that my mother's account shows closed on their records. The person I spoke with stated that it was still open. I then called Goldman Sachs on February 20, 2024 to see if they can help resolve this issue. I explained the scenario to her and she said that my mother's account is closed. She then offered to send a dispute to Equifax. I received a letter from Goldman Sachs dated February 26, 2024 stating the disputed account was reported as Closed correctly. However, it is still showing open on Equifax. I called Goldman Sachs again on April 3, 2024 to see what can be done. I spoke with two different people and they said I needed to send the POA even though I had back in June. I called one more time and talked to someone else. This time I asked if it was possible to check my dad's account to see if my mother's POA was attached to it. The rep said that she could see it in my dad's account but that it was not yet approved. This rep said she was sending it to a higher level so that it can be processed quicker to resolve the Equifax issue. I received a letter dated April 4, 2024 from Goldman Sachs stating they need the POA. Today I called again and asked why my mother's POA wasn't approved yet since it appears in my dad's account. I was told again that I need to send it in. I said that it is attached to my dad's account in error and that was to be resolved. The person said that she can't see it under either of my parents' names. To make matters worse, after mailing the POA to Goldman Sachs today it will cause another issue. Going forward, I won't be receive a mailing from them because I had to change my mother's address to my address back in April 29, 2023 and I didn't see a need to notify Goldman Sachs that when I was originally told that my mother's account is closed. Goldman Sachs won't update her address at this time either. The post office will not forward mailing to me after April 29, 2024 as the one year of forwarding will be up. In order for me to receive any future mailings, I will have to spend $19.95 to cover 6 more months just because someone did not attach my mother's POA to her account and approve the POA. Someone at Goldmans Sachs had to have deleted my mother's POA in my dad's account. In addition, I also send the documents they require via certified mailing which will be around an additional fee of $10.00 based on the weight of the envelope I have to send to them. Please help me to get this resolved. I will be mailing the POA tomorrow and advising them of the address change but I was told on my previous phone call with them that they don’t know if they can update my mother’s address to my mailing address. In order to mail the POA and to continue to have my mother’s mail forwarded to my address, then my expense will be estimated at $30.00. I am uploading a copy of my letter to them so that you can see what I've been dealing with. Thank you for your time. ***** ***** 

  Business Response

  Date: 04/23/2024

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to GM Card via the Better Business Bureau
  (“BBB”) Complaint Portal on April 16, 2024. The Bank appreciates the
  opportunity to address the concerns raised by ***** ***** (the “Consumer”)
  related to Power of Attorney verification and credit reporting for the GM Card.
  The Bank conducted an investigation and confirmed an
  inadvertent processing error occurred. The Bank received the Power of Attorney
  documents from the Consumer on June 15, 2023, but the documents were not
  properly verified at that time. The Bank has confirmed the Consumer is verified
  as Power of Attorney for the mentioned account owner as of April 22, 2024. The
  Bank updated the mailing address on file to the address provided by the
  Consumer. The Bank regrets the frustrations the Customer experienced.
  As a result of the account owner’s request, the Bank
  successfully closed the account on June 10, 2023. The Bank confirmed the
  account was not reported accurately to the Credit Reporting Agencies. The Bank
  updated the reporting on April 22, 2024, to show the account closed as of June
  10, 2023. The account owner should allow up to 30 days for the changes to
  reflect on the Credit Report. The Bank mailed the account owner a letter
  communication detailing the outcome on April 22, 2024.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 04/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: According to the message BBB received from Marcus by Goldman Sachs, "The Bank mailed the account owner a letter communication detailing the outcome on April 22, 2024."  I have not yet received the mailed letter that the Bank mentions at the end of their response to my complaint.  I have been checking the USPS Informed Delivery website every day to see if the letter is on its way to me and it is not appearing in the website.  Once I have received the above mentioned letter, I will close the complaint.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/16/2024

  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 report an incident of fraud that occurred in November 2023 involving a company falsely representing itself as Xcaret Group. I purchased what I believed to be a family vacation package, only to discover shortly after that it was a scam.
  
  I took immediate action by filing proper reports in the country where the incident took place, and Xcaret conducted its own investigation. Additionally, I contacted all the relevant financial institutions involved, including Chase and Citi Bank, who conducted thorough investigations and promptly reversed the charges.
  
  However, I encountered significant challenges when dealing with Apple. Despite providing three letters of proof, as well as a letter from Xcaret, Apple only allowed me to mark the investigation as "fraud" and create tickets. Despite my efforts, Apple has repeatedly notified me that the charges will remain, without providing a satisfactory explanation.
  
  When seeking assistance, Apple representatives and supervisors have been unable to provide a clear answer, stating that the investigation was completed and the charges were rightfully applied. Despite my repeated attempts to escalate the issue, I have been met with apologies for the inconvenience without any resolution.
  
  I urge Apple to review all the evidence provided, including the letters of proof and communication from Xcaret, and to conduct a thorough investigation as should have been done from the beginning. This includes attempting to contact the fraudulent merchant and resolving the issue in a fair and timely manner.
  
  I appreciate your attention to this matter and look forward to a swift resolution.

  Business Response

  Date: 04/23/2024

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the Apple Card via the Better Business
  Bureau (“BBB”) Complaint Portal on April 16, 2024. The Bank appreciates the
  opportunity to address the concerns raised by ****** ******* (the “Customer”)
  related to four transaction disputes with the Merchant Openpay Otium Tour in
  the total amount of $4,574.95.
  The Bank conducted an investigation and confirmed an
  inadvertent processing error occurred. The Customer initially disputed the
  transactions on December 21, 2023. The Bank applied temporary credits while the
  disputes were investigated.
  One dispute in the amount of $1,945.72 was correctly
  resolved in the merchant’s favor due to it appearing the Customer participated
  in the transaction and no evidence had been received from the Customer. As a
  result, the temporary credit was reversed on February 20, 2024. The Bank sent
  the Customer an email detailing the dispute outcome. The dispute was reopened
  on February 20, 2024, and the Bank applied a temporary credit while the dispute
  was re-investigated. The dispute was ruled in the Customer’s favor because the
  Customer provided evidence the merchant selling vacation packages is not
  associated Xcaret vacation. As a result, the temporary credit that was applied
  to the Customer’s account was made permanent on April 16, 2024. The Bank sent
  the Customer an email detailing the dispute outcome.
  Due to a processing error, the remaining three disputes were
  resolved incorrectly in the merchant’s favor because the Customer’s evidence
  was not fully taken into consideration. As a result, the temporary credits were
  reversed on February 27, 2024. The Bank sent the Customer an email detailing
  the dispute outcome.
  One dispute was reopened on February 28, 2024, and two were
  reopened on April 16, 2024, and the Bank applied temporary credits while the
  disputes were re-investigated. The disputes were ruled in the Customer’s favor
  based on the evidence received. As a result, the temporary credits that were
  applied to the Customer’s account were made permanent on April 19, 2024. The
  Bank sent the Customer an email detailing each dispute outcome.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 04/26/2024

  
  
  Complaint: ********
  
  
  
  I hope this message finds you well. I am writing to formally address the recent response provided regarding the dispute resolution process. After thorough consideration, I regret to inform you that I must reject the response provided as it does not accurately reflect the circumstances surrounding the issue at hand.

  
  Allow me to provide some context. The evidence submitted during the final resolution of the dispute had been previously submitted on three separate occasions. Regrettably, despite these submissions, the matter was not appropriately addressed until the intervention of the Better Business Bureau (BBB). It is essential to highlight the significant time investment required on my part, including multiple hours spent on the phone, numerous requests to escalate the issue to a supervisor, and encountering discourteous treatment due to skepticism regarding the validity of my claims.

  
  I wish to express my gratitude for the involvement of the BBB, as their intervention was instrumental in ensuring that the disputes were accurately addressed and the associated charges thoroughly investigated. However, it is deeply concerning that such measures were necessary for a satisfactory resolution to be reached. No customer should encounter such obstacles and skepticism when seeking resolution for legitimate concerns.

  
  In conclusion, while I acknowledge the closure of this case, I feel compelled to underscore the importance of streamlining dispute resolution processes and fostering an environment of trust and support for customers. It is my sincere hope that this feedback will contribute to the enhancement of customer service standards within your organization.

  
  Thank you for your attention to this matter.

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

• Initial Complaint

  Date:04/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute fraudulent reporting that has been placed on my credit report number ************. Please be advised that I did not make or authorize anyone to open an account using my information as I have no knowledge of this account.This request is made pursuant to the Fair Credit Billing Acts amendments to the Truth in Lending Act, 15 U.S.C. 1666-1666b, 12 C.F.R. ******. See also 12 C.F.R. 226.12(b).

  Business Response

  Date: 04/22/2024

  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 15, 2024. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Consumer) related to an Apple Card opened without authorization.
  ******** conducted an investigation. ******** confirmed the account was booked on June 12, 2022. The account is currently under review. ******** requires additional time to complete the investigation. ******** will send the Consumer a communication with the outcome once the review is completed. The Consumer should contact the Bank directly with any questions at ************** or by message from the Wallet app. Bank representatives are available 24 hours a day, 7 days a week.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/13/2024

  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.

  locked out of my account and one time PIN code can’t be sent to the phone number. Need AOI to verify my identity.
  
  3/18 no case # available
  3/20 no case # available
  3/21 no case # available
  3/26 #************
  
  4/2 receive paper bill of my statement (which was supposedly mailed after the AOI mail date) still no AOI
  
  4/8 #***********
  - told to wait longer, still no AOI
  
  4/13 case #: I am told that filing a complaint does not create a case number
  - told to wait longer, still no AOI
  
  At this point, I have been getting the runaround for nearly a month just to get back into my account. Based on my interaction with Marcus, I don’t have a lot of faith that even if I do receive my AOI at some point (after 6+ phone calls), this paperwork with my all of personal information (SSN, DOB, Passport… etc) will be processed with care or efficiency in the so-called Fraud department.
  
  I just want to CLOSE my account at this point and money sent back to the original linked account but I am getting the same type runaround to close my account.
  
  You will see here that there are many people who are having the same issues. I don’t think that it’s just incompetence on their part. Very shady and fraudulent business practice. I wouldn’t be surprised if they were dealing with class action lawsuits down the road.

  Business Response

  Date: 04/19/2024

  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 April 13, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ******** ***** (the “Customer”) related
  to accessing their Online Savings Account (“OSA”).
  On March 19, 2024, the Bank performed an account maintenance review, identified security concerns,
  and restricted the Customer’s OSA. The next day, the Customer contacted the Bank regarding their OSA
  access; however, the Bank was unable to authenticate the Customer and the security concerns
  remained. As an alternative, the Bank requested the Customer to complete an Affidavit of Identity
  (“AOI”).
  Unfortunately, there was a delay in mailing out the AOI to the Customer. On April 3, 2024, the Bank
  mailed the AOI to the Customer’s address on file.
  On April 13, 2024, the Customer contacted the Bank inquiring about the AOI. On the same call, a Bank
  specialist attempted to authenticate the Customer via an alternative method; however, was unsuccessful
  in authenticating the Customer and the security concerns remained. The Bank requested the Customer
  to complete the AOI. Later that same day, the Customer called in and requested another AOI, which the
  Bank mailed on April 16, 2024.
  The Bank is currently waiting to receive the completed documentation from the Customer.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:04/13/2024

  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 two joint CDs that matured at Marcus Bank. CD Account ending in **** ($9517.71) and Account ending in **** ($9582.82)
  
  The external transfer instructions did not work & I have spent hours on the telephone trying to get Marcus Bank to cancel the external transfer that is not working & just transfer the funds to my marcus savings. Hours! Just release the funds! These CDs should have matured March 26 and it is currently the middle of April - three weeks that they have been in limbo.
  
  What I need is the funds to be released whichever direction it can be done. Into my online savings, by check or whatever works to get it done. I had no idea the hassle involved with a joint CD at Marcus Bank.

  Business Response

  Date: 04/19/2024

  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 April 13, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ***** **** (the “Primary Owner”) related
  to closing their jointly owned Rate Bump Certificate of Deposits (“RBCD’s”).
  On March 19, 2024, ****** **** (the “Joint Owner”)provided the Bank with instructions, to close their
  RBCDs (account ending in **** and ****) at maturity with funds transferring to an external account. The
  following day, the Bank identified security concerns with the external account and attempted
  unsuccessfully to contact the Joint Owner. Consequently, the Bank restricted the RBCDs. As a result, this
  impacted the Bank’s ability to process the closure of the RBCDs at maturity on March 26, 2024.
  On April 4, 2024, the Primary Owner contacted the Bank regarding the closure of their RBCDs. A Bank
  specialist assisted with resolving the security concerns by conducting a three-way call with the external
  institutions and the Primary Owner. Subsequently, the Bank specialist restored the Primary Owner’s
  online banking access; however, inadvertently did not remove the restrictions from the Joint Owner’s
  profile. Unfortunately, this led to a delay in closing the RBCDs.
  After further review, the Bank removed the restrictions from the Joint Owner’s profile and on April 18,
  2024, the Primary Owner re-initiated the closure of the RBCDs. That same day, the Bank closed the
  accounts and transferred the funds to an internal account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:04/12/2024

  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.

  Trying to make a payment with my Chase checking account that has been active since 2009 . When I input the information it pulls up my rounding number but once its submitted it says that the rounting number is incorrect. I have called the representatives stated that there is nothing that they can do. But if my payment is late because the website is down it will negatively affect my credit. Looking for a resolution for the website on inputting ***************** ***** accounts

  Business Response

  Date: 04/19/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on April 13, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to payments made on the ******************** conducted an investigation and confirmed no Bank error occurred. The Customers account is unable to be linked at this time. The Customer may use another bank account or use an alternative method. The Bank accepts payments made via ACH, check, bill pay, and money order. The Customer may refer to the Making Payments section of the ** Card Customer Agreement for additional details.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/09/2024

  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.

  I am writing to implore help.I made the worst mistake by opening an online savings account with ******************** Bank in 2021, never realizing that they were thieves that would not release my money.I attempted in October to transfer ***** to a separate online savings account of mine as the interest rate was higher. However, the transaction did not go through.I realized later that Marcus Bank had tried to get in touch with me to verify but as I had not spoken with them the account was locked from withdrawals/transfers out of the account.I spoke with these people for 45 minutes by phone 3 weeks ago one morning and was under the impression that it was cleared up.I decided to keep my account open at that time.However, when I attempted to move a couple thousand from the account a few days later, I received the same error message.I have now spoken with them on 3 separate occasions, each call lasting no less than 30 minutes and have been assured that they would follow through on moving my balance to my local checking account as I had decided I did not trust them.After 5 days, still unable to do anything with the account.This bank is run by criminals

  Business Response

  Date: 04/17/2024

  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 10, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Primary Owner) related to accessing their ************** Account (***).
  On October 4, 2023, the Primary Owner initiated an outgoing transfer request from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the external account and attempted unsuccessfully to contact the Primary Owner to address the security concerns.Consequently, the Bank declined the transfer and restricted the ****
  On March 27, 2024, the Primary Owner contacted the Bank regarding their account. A Bank specialist assisted with resolving the security concerns by conducting a three-way call with the Primary Owner and the external institution successfully verifying the external accounts ownership. Subsequently, the Bank specialist removed the restrictions; however, the Bank specialist inadvertently did not remove restrictions from ******************* (the Joint Owner) profile. The following day, the Customer contacted the Bank requesting to close their ***; however, due to the restrictions placed on the Joint Owners profile there was a delay in processing the closure of the account.
  After further review, on April 11, 2024, the Bank removed the restrictions on the Joint Owners account. The Bank then re-initiated the closure of the *** and transferred the funds to a linked account which the Bank successfully processed the following day. 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.