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:06/28/2024

  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.

  On May 13, 2024 I opened an online savings account and online CDs. There was no issue at all and I transferred in a big lump sum of money. There was no security issue or identity verification issue. There was no issue when the deposits took place. Then, I received a letter in the mail dated May 16, 2024 asking for the Affidavit of Identity. I went to the public notary and had the document stamped. I sent back on May 30, 2024. I made the first phone call around 10 business days after, and the agent acknowledged the receipt yet pending the review determination. Meanwhile, I would not have access to my money or my account though I could log in and see the numbers. Following the advice from the first agent, I waited for another about 5 business days and subsequently afterwards, numerous attempts have been made and as of this complaint, the issue has not been resolved. The other agent suggested a time-frame of 45 days and I asked "what would happen after 45 days?". I was not given any answer. At this point, I would avoid this bank entirely and would recommend anyone in my circle to avoid it as well. Since May 13, 2024, I have been able to get to my money and the bank agent provided no solutions. I would like them to release my money and I will never do any transactions with them anymore.

  Business Response

  Date: 07/03/2024

  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 June 28, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to accessing their Certificate of Deposits (CD) and ************** Account (OSA).
  On May 15,2024, the Bank conducted an account maintenance review, identified security concerns and restricted the Customers online banking access until the security concerns could be resolved. As an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the Customer to address the security concerns. Subsequently, the Bank received the completed documentation on June 6, 2024. ********************** experienced a delay in reviewing the documentation.
  On July 1, 2024, the Bank approved the documentation and restored the Customers online banking access. The following day, the Bank attempted unsuccessfully to contact the Customer to assist with initiating a new transfer request. Should the Customer require assistance transferring their funds, the Customer can contact the Bank toll-free at 1-855-730-SAVE ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for further assistance.
  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:06/28/2024

  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 filed a dispute for a charge on 5/20/24 with Apple Card pending a refund from the merchant, Crocs. On 5/29/24 that refund was issued. The merchant issued a refund reference number also (****************) I submitted this info with a copy of my return receipt from the Crocs store. Apple Card has yet to process this refund to my card. Every time I call or use their chat I get bounced around and get a different response. This has been the most stressful refund ever. All they tell me is “it’s being investigated.” Investigated? When the merchant has sent documentation of the refund. I thought the issue was with Crocs and it seems to be with Apple Card Services.

  Business Response

  Date: 07/03/2024

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to Apple Card via the Better Business Bureau
  (“BBB”) Complaint Portal on June 28, 2024. The Bank appreciates the opportunity
  to address the concerns raised by ******* ******* (the “Customer”) related to a
  transaction dispute with the merchant Crocs in the amount of $161.73.
  The Bank conducted an investigation and confirmed no Bank
  error occurred. The Customer initially disputed the transaction on May 20,
  2024. The Bank has no record of the merchant posting a refund credit to the
  account as of July 2, 2024. The dispute with the merchant Crocs remains under
  investigation, and the Bank expects completion within 2 billing-cycles from the
  date of receipt and no later than 90 days from date of receipt. During the
  investigation, the account does not incur interest for the amount in dispute
  and the Customer is not responsible for repayment.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 07/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I have sent proof that the merchant issued the refund for $144.09.  I even had an Apple Card rep via chat tell me they saw the refund.  Now they don’t see it.  What more can I provide that the refund was issued??? I’ve submitted the response from Crocs replying to a BBB complaint and receipt.  It appears Apple Card doesn’t want to issue my refund.  Any other credit card company would have issued it with all of this proof. 
  
  Sincerely,
  
  
  
  ******* *******

  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 a
  transaction dispute with the merchant Crocs in the amount of $161.73.
  As provided in the Bank’s previous response, the Bank
  conducted an investigation and confirmed no Bank error occurred. The Customer
  initially disputed the transaction on May 20, 2024. The Bank has no record of
  the merchant posting a refund credit to the account as of July 8, 2024. The
  dispute with the merchant Crocs remains under investigation, and the Bank
  expects completion within 2 billing-cycles from the date of receipt and no
  later than 90 days from date of receipt. During the investigation, the account
  does not incur interest for the amount in dispute and the Customer is not
  responsible for repayment.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 07/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Goldman Sachs/Apple Card has failed to contact the merchant to verify the proof they’ve provided.  I’ve sent the proof and they say they’re investigating YET they have NOT contacted the merchant.  So what have they been investigating for 2 months.  Any other bank would have used the proof Crocs sent me and contacted them to confirm the refund.  Why should I have to wait 90 days?  They’re waiting for Crocs to contact them meanwhile Crocs issued the refund so they’re not going to contact the bank.  Someone called me from Apple Card today and she didn’t even have the refund reference number I’ve submitted several times.  This is why I know the problem is with my bank.  I’m asking GS to contact Crocs with the refund reference number to confirm the refund was issued on 5/29/24.  They have not as of 7/9/24.  I will not drop any complaint until GS actually makes an attempt to resolve this and not just ask me to drop a complaint and my dispute.  After 90 days they will reverse my hold and I still won’t have my refund. I have NEVER had any credit card company handle a refund/dispute like this…not reach out to the merchant yet say it’s under investigation.  Who’s investigating this dispute? Have they contacted Crocs? Have they used the proof I submitted to follow up with the merchant? Two months and nothing.

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

  Business Response

  Date: 07/15/2024

  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. The Bank appreciates the opportunity
  to address the concerns raised by ******* ******* (the “Customer”) related to a
  transaction dispute with the merchant Crocs in the amount of $161.73.
  As provided in the Bank’s previous response, the Bank
  conducted an investigation and confirmed no Bank error occurred. The Customer
  initially disputed the transaction on May 20, 2024, and the Bank applied a
  temporary credit while the dispute is investigated. The Bank has no record of
  the merchant posting a refund credit to the account as of July 8, 2024. The
  dispute with the merchant Crocs remains under investigation, and the Bank
  expects completion within 2 billing-cycles from the date of receipt and no
  later than 90 days from date of receipt. During the investigation, the account
  does not incur interest for the amount in dispute and the Customer is not
  responsible for repayment. The Bank contacted the Customer on July 8, 2024, and
  July 10, 2024, to provide an update that the Bank is currently waiting on a
  response from the merchant regarding the status of the refund. The Bank will
  send the Customer an email with the investigation outcome.
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 07/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the merchant Crocs sent me an email confirming my refund.
  Attached. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/27/2024

  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.

  My Certificate of Deposit (CD) account with ********************** matured on June 3, 2024, with a balance of $5,125.97. According to the account agreement, the funds should have been transferred to my linked bank account upon maturity. However, the account still shows as open on the website, and the funds have not been transferred.Despite contacting Marcus customer service multiple times via chat and phone, I have not received a clear explanation or resolution. Each time, I am informed that there is an alert on my account, but no one has provided actionable steps to resolve it. I have been repeatedly transferred between representatives without any progress, resulting in significant inconvenience and concern regarding the security of my funds.

  Business Response

  Date: 07/03/2024

  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 June 27, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to the closure of their Certificate of Deposit (CD).
  On March 6, 2024, the Bank conducted an account maintenance review of the Customers profile and identified security concerns regarding a linked external account.Consequently, the Bank restricted the Customers online banking access. Unfortunately,this account restriction impacted the Banks ability to process the Customers request to close the CD (ending in 3091)  at maturity on June 3, 2024.
  On June 24, 2024, the Customer contacted the Bank regarding the status of their CD (ending in 3091) closure. A Bank specialist assisted resolving security concerns by conducting a three-way bank call with the Customer and the external institution to verify the ownership of the external account. However, due to an inadvertent error, the Bank specialist did not assist the Customer in re-initiating the closure request.
  On June 26,2024, the Customer contacted the Bank requesting to close their CD (ending in 3091) which the Bank successfully processed on June 28, 2024.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/08/2024

  Complaint: 21909831

  
  I am rejecting this response because:

  
  While it is true that Marcus by Goldman Sachs ultimately processed the closure of my CD account and provided access to my funds, the process was unnecessarily difficult and time-consuming. Their response acknowledges the issue but does not adequately address the poor customer service and the extensive effort required on my part.

  
  Here are the specific reasons for my rejection:

  
  Lack of Notification and Transparency: Why was I not immediately informed about the security concerns identified on March 6, 2024? I only found out about this issue when I contacted customer service myself. Proactive communication from the bank could have prevented much of this hassle.
  Complexity and Delays in Resolution: The process to resolve the security concern and close my CD account was ****** complicated and inefficient. It should have been a straightforward process, but instead, it took weeks of effort on my part.

  
  Multiple and Ineffective Contacts: I had to contact Marcus by Goldman Sachs dozens of times via phone, chat, and social media from June 22, 2024, to June 27, 2024. Each interaction involved long hold times, multiple transfers, and promises of call-backs that never happened. The customer service was consistently unhelpful and frustrating.
  Unnecessary Stress and Effort: The amount of time, energy, and stress I had to invest to resolve this issue is unacceptable. Marcus had numerous opportunities to provide a better customer experience but failed at each step.

  
  Inadequate Internal Coordination: As their response admits, a bank specialist failed to assist me properly on June 24, 2024, due to an inadvertent error. This lack of internal coordination only added to the delays and frustration.

  
  In summary, while the immediate issue of accessing my funds has been resolved, the overall experience was extremely poor and highlighted significant shortcomings in Marcus by Goldman Sachs' customer service processes. I hope that this feedback prompts them to improve their services to prevent other customers from going through similar ordeals.

  
  Sincerely,

  *********************

• Initial Complaint

  Date:06/26/2024

  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.

  I've been trying to transfer my over $86,000 out of my Marcus ****************** for a few months. I have spent hours on the phone with Marcus and the other institiution that I am trying to transfer my money to. Marcus keeps on reversing my transfer of money from the other bank and I feel like my money is being held hostage. O have spoken to several reps on the phone and they have taken notes. I never had a problem with this company until I wanted to take money out of the account. This situation has caused me emotional distress and anxiety. I can't keep wasting hours upon hours on the phones with banks. I worry about Marcus because I have a CD with them and I fear that the same thing will happen. I have lost a lot of money that I could have made on interest with the other bank and my money is also not protected and they know this.

  Business Response

  Date: 07/03/2024

  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 June 26, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to a transfer from their ************** Account (OSA).
  
  On April 24, 2024, the Bank received a withdrawal request from the Customers 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 withdrawal and restricted the ****  The following day,the Customer contacted the Bank regarding their account access. A Bank specialist assisted resolving security concerns by authenticating the Customer and confirming that they authorized the withdrawal request. Subsequently, the Bank specialist removed the restrictions and restored the Customers online banking access.
  
  On May 21, 2024, the Bank received another withdrawal request from the Customers OSA; however, a Bank specialist inadvertently declined the transfer. On May 22, 2024, May 27, 2024, and July 1, 2024, the Bank attempted unsuccessfully to contact the Customer to assist with transferring their funds. The Bank requests the Customer contact the Bank toll-free at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to further assist.
  
  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, we kindly request this complaint be closed.
  

• Initial Complaint

  Date:06/26/2024

  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.

  My wife and I opened 2 accounts in May of 2024. Both accounts for exactly 30k. In June we needed to withdrawal 15 k from one of the accounts. We did the transfer online to our TD bank account and received confirmation ( 1-3 days) . Unbeknown to us the amount was reversed. Thus began a series of attempts, all of which were met with confusion, bad connections, and hours of waiting. We understand the need for security , esp if this fits a model for a suspicious transaction, but we have provided every shred of verification and proof needed, including a request to sit at TD bank branch with a service agent for hours to validate the longevity of our accounts with TD , only to be disconnected with no action by Marcus. We have been assured more than 2x that the matter was resolved and that the money is on the way. Of most recently, we completed the verification process last Friday June 2st and again assured the money would be sent. We found out this morning it had been reversed again. I understand the security measures, but this many attempts and this many promises that it has been resolved, is now appearing as suspicious behavior from them to me. Besides the fact that the reversals never have a notifications sent to us (the account owners) . Additionally they cannot seem to be able to provide a path of resolution for our receipt of our money

  Business Response

  Date: 07/03/2024

  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 June
  26, 2024. The Bank appreciates the opportunity to address the concerns raised
  by **** ************ (the “Joint Owner”) related to accessing funds from their
  Online Savings Account (“OSA”).
  On June
  17, 2024, the Primary Owner initiated an outgoing transfer request 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 Primary
  Owner. Consequently, the Bank
  declined the transfer and restricted the OSA. On June 20, 2024, the Primary Owner initiated a
  transfer request from their OSA to a linked account. As a result, the transfer
  could not be processed due to the restrictions present.
  On June
  21, 2024, the Primary Owner contacted the Bank regarding the failed transfer. A
  Bank specialist assisted with conducting a three-way call with the Primary
  Owner and the external institution verifying the status of the external account
  resolving the security concerns. Subsequently, the Bank specialist removed the
  restrictions; however, inadvertently did not also remove the restrictions from
  the Joint Owner’s profile.
  On June 27,
  2024, after further review, the Bank removed the restriction from the Joint
  Owner’s profile. Later the same day, the Primary Owner contacted the Bank requesting
  an outgoing transfer from their OSA to a linked account which the Bank
  successfully processed the following day. Due to the experience, the Bank will
  be providing a credit to the account as a token of goodwill in the next five
  business days.
  Based on
  the above details, the Bank kindly requests that this complaint to be closed.

• Initial Complaint

  Date:06/26/2024

  Type:Order 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 opened a high-yield savings account on 05/27/2024, and money was transferred into the account on 05/29/2024. I tried logging into the account at night on 05/31/2024, but it said I was temporarily locked out. I called customer service and was advised by a rep that the department that dealt with the issue was closed. I called back on 06/01/2024. The ****************** my full name, DOB, last 4 SSN, and secret word, and transferred me to the specialist department. The second rep could not verify my identity by phone or driver's license. I was told that my phone number did not meet their requirement to send a code and that they couldn't verify with my driver's license because it's from **********. The rep said someone will call me back in 3 to 7 business days. I received no phone calls, so I called back on 06/10/2024. Once again, I verified my name, DOB, last 4 SSN, and secret word, and got transferred to the specialist department. This time the rep was able to send a code to my phone and verify my identity. Rep said she wasn't sure why the rep from 06/01/2024 wasn't able to send me a code. The rep looked into my account and said it had been closed out, but she couldn't find out why the account was closed. The rep said she would send in a complaint to see why and that someone would call me back. It has been about 2 weeks, and I still haven't received any phone calls. I called back today, 06/25/2024. Once again, I had a problem with identity verification after being transferred to the specialist department. Rep couldn't send a code or use my driver's license to confirm identity. He said he would send a case in and someone would call me back in 3-7 business days. From previous experiences, I probably won't get a call back. I want this issue resolved ASAP. If the company is closing my account, please close my account and transfer my money back. The company needs a better identity verification system because this is just ridiculous.

  Business Response

  Date: 07/03/2024

  BBB Response Mak
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on June 26, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to accessing their ************** Account (OSA).
  On May 31, 2024, the Bank conducted an account maintenance review and identified security concerns regarding the Customers identity. Subsequently, the Bank restricted the Customers OSA until the security concerns could be resolved. The following day, the Customer contacted the Bank regarding their account access,but the Bank specialist could not successfully authenticate the Customer and the security concerns remained.
  On June 10, 2024, the Customer contacted the Bank to address the security concerns,and the Bank specialist successfully authenticated the Customer. However, the Bank specialist also inadvertently failed to remove the account restriction. Consequently, the Customer experienced a delay in regaining access to their OSA.
  After further review of the Customers account, on June 27, 2024, the Bank restored the Customers online banking access. Due to the experience, the Bank will be providing a credit to the account as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/25/2024

  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.

  I sent in a deposit of a check that was issued to me from a business as my initial deposit into my savings account back in January 2024. They have a clause in their savings account saying that you can not access these funds in the first 4 months. My account was closed in April. I have no access to my the funds that were deposited into my account. It is now June (almost July). been trying to contact their customer service to get a check mailed to me but everyone that I speak to tells me that this has to go through their backoffice and to wait. I've been calling every week since April and I get the same response. I just want my money back and it seems no one is working on this 6 months later.

  Business Response

  Date: 07/03/2024

  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 June 26, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the "Customer) related to their ************** Account (***).
  On January 31, 2024, the Bank received two incoming checks which the Bank successfully deposited into the **** On February 2, 2024, the Bank conducted an account maintenance review, identified security concerns regarding one of the incoming checks, and attempted unsuccessfully to contact the Customer. Subsequently, the Bank restricted the *** until the security concerns could be resolved.
  On February 8, 2024, due to the ongoing security concerns, the Bank made a business decision to close the Customers **** On February 28, 2024, the Customer contacted the Bank regarding their account access and a Bank specialist informed the Customer of the Banks decision. The Customer inquired about receipt of their funds and the Bank advised that a request to send the funds via check had been submitted on the Customers behalf.
  Unfortunately,due to inadvertent errors, the check request was not processed timely, and the Customer therefore experienced a delay in regaining access to their funds. 
  On July 3, 2024, the Bank attempted unsuccessfully to contact the Customer to confirm the method of transfer to reissue the funds to the Customer. The Bank requests the Customer to contact the Bank toll-free at ************** ****************),Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to further assist.  
  Based on the above details, the Bank kindly requests this complaint to be closed. 

• Initial Complaint

  Date:06/25/2024

  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 no liable for this Apple credit card. I do not have a contract with gs bank USA . They failed to provide me with original contract.

  Business Response

  Date: 07/02/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 25, 2024. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Consumer) related to credit reporting for Apple Card. ******** conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the account was booked on November 19, 2021. ******** sent the Customer the requested documents on July 1, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 12 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 $4059.67 provided in the latest statement from February 2024.  ******** is obligated to report accurately to *************************** and is unable to update the Customers credit reporting. ******** confirmed the account was reported accurately to the ***************************. ******** 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. 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:06/24/2024

  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 recently had to quickly transfer a significant amount of funds outside of my Marcus account for a down payment on a house. The transfer was delayed, so i called Marcus and was told that it was expedited and would be wired that same day. However, later that day when the wire didnt show up in my other bank, i called back and was told by other agents everything i was told in the morning was a lie there was no expediting of the fund transfer at all. A supervisor promised me a callback by a higher level customer support team within 2 days, but it has been nearly a week now and no one has called back.Id like someone to reach out to speak to me about this situation, explain why i was lied to, and then help me close my account to end this challenging experience. At peak, Marcus had over $100,000 in my high yield savings account so ive put that amount in the box below.

  Business Response

  Date: 07/02/2024

  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 June 25, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ********************* (the Customer)
  related to an outgoing wire transfer from their ************** Account ("OSA").
  According to Bank records, on June 16, 2024, the Customer initiated an outgoing ACH transfer from
  their OSA to a linked account. In accordance to the Banks Deposit Account Agreement, all transfer
  are subject to review. On June 18, 2024, the Customer contacted the Bank regarding the outgoing
  transfer. Unfortunately, a Bank specialist misinformed the Customer that the Bank could expedite
  ACH transfers; however, the Bank processed the transfer later that same day.
  On July 1, 2024, the Bank attempted unsuccessfully to contact the Customer to assist in the closure
  of their OSA. The Bank requests the Customer to contact the Bank toll-free at ************** (1-
  ************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for
  assistance in closing their OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21897118
  
  I am rejecting this response because: this doesnt address all of the issues Ive faced and no outreach has been made to remedy the situation. In addition, I was also promised statements that were mailed for a non penalty CD and the wrong documents were mailed (digital versions were not able to be provided). I was also promised a callback from a supervisor for these issues that never happened.

  I have closed the account and asked ******************** to delete all of my personal information. Ive rarely seen a company mess up this many times and not reach out to address the situation. Happy to no longer be a customer and hope others avoid this institution 

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

• Initial Complaint

  Date:06/24/2024

  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 opened an online saving account with ********************. My account had about $24000. It was on hold without notifying me. I called them. They said they could not verify me with the phone number I provided. They only provided a verification method through mail, even though I have provided all the accurate information, including my social security number and my secrete word, to authenticate me. They suggested I closed my account so that I can get my money back in 1-3 business days. I waited 3 business days, nothing happened so I called them again. They said they cannot close my account because it's on hold. Still, the only way to lift the hold is to verify through mail. If I use the mail to authenticate myself, I would have to wait for 15 days and cannot access my account. For this reason, I would not be able to pay rent or credit card bill. This is clearly against consumer protection, as the company deliberately prevents consumers from accessing their money and offers no reasonable way to verify identity.

  Business Response

  Date: 07/02/2024

  BBB Response Duan
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced
  complaint via the Better Business Bureau Complaint Portal on June 25, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ********************* (the Customer)
  related to accessing their ************** Account (***).
  On June 17, 2024 and June 18, 2024, the Customer initiated multiple transfer requests from their
  *** to a linked account. During the transfer processing reviews, the Bank identified security
  concerns regarding the transfers and attempted unsuccessfully to contact the Customer.
  Consequently, the Bank declined the transfers and restricted the *** until the security concerns
  could be resolved.
  The following day, the Customer contacted the Bank requesting to close their account and a Bank
  specialist assisted the Customer with initiating the closure. However, due to an inadvertent error,
  the closure could not process as requested.
  On July 1, 2024, the Bank attempted unsuccessfully to contact the Customer and assist with reinitiating
  the account closure. The Bank requests that the Customer contact the Bank toll-free at 1-
  855-730-SAVE ****************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7
  pm ET for further assistance with closing the ***.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21896092
  
  I am rejecting this response because:

  - I called the bank several times afterwards and they never told me it was an inadvertent error; they still make up excuses (e.g. the affidavit of identity needs time to process, I need to call them using the phone number on file) to delay the processing of closing my account and told me it will take 7-10 business days or another 4 weeks. They never apologized or explained to me the error, even though they wasted my money and time in doing the affidavit of identity and also denied me from accessing my account. To date, I can still not access my account normally through online banking or app.

  - I never received voice message or have missed calls from Marcus.

  - I called Marcus to transfer my money and close the account several times on July 2nd and 3rd. They seem to be able to process it for me. But still I receive no money as of today.

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