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:06/24/2024

  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.

  So I am full durable power of attorney for my mother. This company could care less about power of attorney, elderly, or the rule of law (FCRA). I have mailed my recorded and notarized POA to their PO box 3 times and to their payment processing center once and they keep denying receipt of POA. There is no way to send it certified return receipt and they will not allow me any access to my mother's account which by law I have full right to access and handle her card and accounts. She has had a GM card since 1993 and prior to one charge of 156$ for propane for her house her credit score was 791. ** has denied ability to pay the statement balance and has attached 6 late fees, charged off the account, and tanked her credit score to 635 causing her to not be able to qualify for services and credit she should be easily able to obtain. They have made it 100% impossible to gain access to her account. I expect this resolved and her credit restored or I will file a federal FCRA lawsuit as well as an ADA ************** lawsuit through the council on aging and an Indiana title 30 lawsuit for refusal to honor a legally admissible POA.

  Business Response

  Date: 07/01/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on June 25, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to ***** of ******** documentation.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank confirmed that the Customer is an Authorized User on the account and Authorized Users are not responsible for the account or balance. The Bank is unable to discuss information related to the Account Owner with the Authorized User without permission from the Account Owner or the appropriate documentation. The Bank conducted a review and does not have a record of receiving ***** of ******** documentation.  The Customer can send the documents verifying the ***** of ******** through the mail to Goldman Sachs Bank ***, ****************************************************************. The Bank contacted the Customer on June 25, 2024, and June 26, 2024, to address their concerns.
  The Bank does not consider the following when assisting customers race, color, religion, creed, national origin, ***, marital status,age (provided the customer has the capacity to contract), military status,familial status, sexual orientation, gender identification or expression,disability, receipt of public assistance, whether a customer exercised rights under the Consumer Credit Protection Act, or any other prohibited bases under state laws.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21895974
  
  I am rejecting this response because: 

  First off how did they investigate the complaint when I didn't give my mother's name or any identifying information as to the account.  They couldn't use my address because that isn't the address on file and none of my information outside of my name was given and there are thousands of ***************************** in the ****   This is their blatant attempt to keep a bogus bbb rating which is pretty easy when you pay a company to say good things about you. They posted their PO box address which is the address that I have sent the *** to 3 times and they "didnt" receive it, I know the **** is inept but I highly doubt they lost 3 copies and certified return receipt is not an option as that gives the customer proof then they would have no choice but to accept it.  
  
  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 recently review a copy of my credit report and notice I had fraudulent accounts on my report. Please remove these accounts from my report, they are hurting my ability to obtain credit. I am not liable for this debt with APPLE CARD/GS BANK USA

  Business Response

  Date: 07/01/2024

  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 24, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Consumer) related to an Apple Card opened without authorization.
  The Bank confirmed the account was booked on October 18,2020. The account is currently under review. The Bank requires additional time to complete the investigation. The Bank 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:06/23/2024

  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 applied for and received a GM Credit Card from Marcus/Goldman Sachs about a month ago. Myself and my family went on vacation last week and I planned on using the credit card for all of our expenses in order to accumulate GM points. I called prior to leaving and asked if this was OK and let them know that I would be travelling. I was told it would be no problem To make a long story short, my card was declined at least once every single day that I was away. Some days it would get declined 2/3 times. Each time I had to either call or chat with their customer service in order to get the card turned back on. On Thursday, June 20th, the card was declined once again and this time I was told that the card had been locked pending an "internal review" and I would no be able to use the card any more for 5-7 business days!! I was out of town on vacation and had plenty of available credit remaining. Luckily I had another card with me or I would have been stranded a long way from home!! Also, each time that I called to have the card turned back on, the customer service agents spoke very little English and did not care in the least what was happening. It was apparent in their voice. This was by far the worst experience that I have ever had or heard of being had by a credit card company.

  Business Response

  Date: 06/28/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on June 23, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to declined transactions and a restricted ** Card account.
  The Bank conducted an investigation and confirmed an inadvertent processing error occurred. The ** Card Customer Agreement references that the Bank may decline transactions for any reason, including suspected or actual fraud. The Bank confirmed the account had a declined transaction on June 17, 2024, which caused the account to be placed under a review within the Banks procedures. Due to the inadvertent processing error,the account review was not completed within a timely manner, resulting in further transaction declines. The Bank verified the needed information and confirmed the Customers account is active and available for use as of June 22,2024.
  The Bank is unable to apply My ** Rewards points to the Customers rewards balance. Due to the Customers experience, the Bank applied a $25.00 credit to the Customers account on June 25, 2024. The Bank regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21890094
  
  I am rejecting this response because: Goldman Sachs is acting like this only happened a couple of times. It happened every single day while I was traveling nearly leaving me stranded 7 hours from home. They also allege that the card is safe for use as of June 22, 2024 and I will get no further rejections, however the card was declined yesterday when my wife had a flat on her vehicle and tried to use the card to pay for repairs. Afterwards I was made aware of the $25 credit that Goldman Sachs applied to my account as a "sorry for your troubles" gesture. My troubles were worth more than $25. Seeing that they do not want nor appreciate my business anymore than that, I paid the card off completely yesterday and closed my account. I was also a shareholder of Goldman Sachs, so I also contacted my broker and had him to sell my entire position and never put me back I'm their stock again. 

  I have seen some terrible business practices in my days, but this one ranks right at the top. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/22/2024

  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.

  I have a high yield savings account that I can only send money to via ACH. I opened the account in 4/2023 and I have a percent of my payroll deposited bi weekly. I went to transfer my funds and transfer was denied and I was told that the bank can denied ach transactions at the bank discretion and they could hold my funds for months they would not tell me how many months unless I transferred the funds back to the original account where they came from. I had a deposit made back in April where those funds had already been transferred out my most recent deposit was made in June and I was transferring back to that account. My transfer was denied and I was told I had to send the funds to the account where I made the deposit from April. Security end up telling me they like for my funds to stay in the account for 90 days which I was not shown that in writing. Its the end of the quarter and Marcus deposit must be low and they were trying to hold my funds to fluff there end of quarter deposit numbers. I dont see how a bank was allowed to open and the deposit agreement (the fine print) states thats Marcus can keep my money at the discretion. This bank should be shut down.

  Business Response

  Date: 06/27/2024

  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 22, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to accessing their ************** Account (OSA).
  On June 21, 2024, the Customer initiated an outgoing transfer from their OSA to a linked external account.During the transfer processing review, the Bank identified security concerns with the transfer. The same day, the Customer contacted the Bank and a Bank specialist provided an option to transfer the funds back to the funding account;however, the Customer declined and security concerns remained. Consequently, the Bank declined the transfer and restricted the ****
  
  On June 22, 2024, the Customer contacted the Bank and the Bank specialist verified the Customer using alternate methods to resolve the security concerns.Subsequently, the Bank specialist removed the restrictions from the **** On June 24, 2024, the Customer agreed to transfer funds from their OSA to the funding account, which the Bank successfully processed later the same day.
  Based on the above details, the Bank kindly requests that this complaint be closed.
  
  
  

• Initial Complaint

  Date:06/22/2024

  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.

  I have been a customer of ******************** Bank for nearly a year. Recently, I was abruptly locked out of my account for no apparent reason. As a result, I am unable to access my funds or make necessary payments.I am writing to request that you urgently reopen my account or transfer the remaining balance back to my other accounts. This issue has caused significant inconvenience and disruption to my financial management.Please let me know how you can resolve this matter in a timely manner. I appreciate your prompt attention to this urgent request.

  Business Response

  Date: 06/28/2024

  BBB Response Rice
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 22, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to accessing funds in their ************** Account (***).
  On June 20, 2024, the Customer initiated an incoming transfer request from their external account to their *** (ending in 5188), which the Customers external institution subsequently reversed the following day. Due to the reversal, the Bank performed an account maintenance review, identified security concerns regarding the **** and restricted the *** until the concerns could be resolved.
  On June 27, 2024, the Bank attempted unsuccessfully to contact the Customer to address the security concerns. The Bank requests the Customer to contact the Bank toll-free at ************** ***************), Monday to Friday, 8 am 10 pm,or Saturday to Sunday, 9 am 7 pm ET to resolve the security concerns.  
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21886423
  
  I am rejecting this response because:

  I have received a request to contact Marcus from Goldman Sachs, but I am deaf and unable to speak on the phone. Is there an alternative method of communication I can use to address this issue? I want to ensure I can effectively respond to and resolve this request, despite my hearing impairment. Please advise on the best way for me to proceed.

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

  Business Response

  Date: 07/09/2024

  BBB Response Rice
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on July 3, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to accessing funds in their ************** Account (OSA).
  As mentioned in the Banks prior response, the Bank attempted to contact the Customer to address the security concerns. As an alternative verification method, the Bank requests the Customer to complete an Affidavit of Identity ****** which the Bank mailed to the Customer on July 4, 2024. The Bank is currently waiting to receive the completed documentation from the Customer.
  If the Customer wishes to contact the Bank via an alternate communication method, the Customer may utilize a service facilitated by a communication assistant such as a ******************************** (TRS) or teletypewriter (TTY) via telephone, or initiate a chat on their dashboard at www.marcus.com.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21886423
  
  I am rejecting this response because:

  As mentioned, I am unable to access my dashboard, as I have been directed to a "temporarily locked" page. This is quite concerning, as I am a deaf individual and rely on alternative communication methods such as chat or email to interact with your team.
  
  I would greatly appreciate if you could provide me with an alternative way to contact your customer support team. Perhaps I could reach out via email or through a dedicated chat feature, as these modes of communication would be more accessible for me as a deaf person.
  
  I understand the importance of account security, and I am willing to work with your team to resolve this matter. However, it is crucial that I am able to communicate effectively with your representatives to ensure a smooth resolution.
  
  Thank you in advance for your assistance. I look forward to hearing back from you and finding a suitable solution to this issue.

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

  Business Response

  Date: 07/17/2024

  BBB Response Rice
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on July 10, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to accessing funds in their ************** Account (OSA).
  As mentioned in the Banks prior response, the Bank attempted to contact the Customer to address the security concerns. As an alternative verification method, the Bank requests the Customer to complete an Affidavit of Identity ****** which the Bank mailed to the Customer on July 4, 2024. The Bank is currently waiting to receive the completed documentation from the Customer.
  If the Customer wishes to contact the Bank via an alternate communication method, the Customer may utilize a service facilitated by a communication assistant such as a ******************************** (TRS) or teletypewriter (TTY) via telephone.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:06/20/2024

  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.

  Im not liable for this debt with gs bank. I do not have a contract with GS bank.They didnt provide me with original contract.

  Business Response

  Date: 06/27/2024

  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 20, 2024. ******** appreciates the opportunity to address the concerns raised by ******************************* (the Consumer) related to credit bureau reporting.
  
  ******** confirmed the account was booked on November 19, 2021. 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:06/20/2024

  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.

  Date of attempted transaction - June 20th 2024 I was closing on a house purchase so I did some research to be ready for closing day. Several Marcus representatives said they could help me make a wire transfer to my escrow account to close on the purchase of my house and recommended I did it a few days early to avoid any problems since for some reason Marcus wire transfers take 3 business days. That is what I did, except that on the day when I needed to make the wire transfer new representatives said I could not transfer my money. Period. When I asked them why they simply said they could not tell me why.It just makes no sense. I have literally used that account for deposits only since it is a SAVINGS account (literally my statements are just one deposit each month). On the day I needed to use those savings they simply said I did not qualify to transfer the money and refused to say why. But there is more...Then I recalled one of the previous agents told me that I should be good to go becase the money I wanted to transfer had already been in the account for 6 months. Apparently that is their policy. When I told the manager about the 6 months she said that even though it had been 6 months already, I needed to count the HOLIDAYS, They were just making stuff up at this point.I would just tell everyone to not put your money in Marcus because they will come up with arbitrary excuses to prevent you from moving your money.

  Business Response

  Date: 06/26/2024

  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 20, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to an outgoing wire transfer from their ************** Account (***).
  
  On June 18, 2024, the Customer contacted the Bank inquiring on sending funds to a third party. In accordance with the Banks Deposit Account Agreement (DAA), the Bank requires transfers to be completed to an external account owned by the Customer. Unfortunately, a Bank specialist misinformed the Customer that the Bank could allow the transfer to a third-party.
  
  On June 20, 2024, the Customer contacted the Bank to initiate the outgoing wire transfer from their *** to a third party. However, per the **** the Bank could not honor the request to transfer funds to a third party.
  
  The following day, the Customer contacted the Bank to close their *** and transfer the funds to an external account. The Bank successfully processed the transfer and closed the *** on June 24, 2024.
  
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  
  
  
  

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21875884
  
  I am rejecting this response because I was still misinformed and almost all my efforts to buy a house were ruined by the misinformation provided by the bank. My complain is still valid.

  Also, It is highly impractical to have a savings account that

  1. doesnt allow transfers to third parties 

  2. their wire transfers actually take up to 3 business days (which is the exception between banks wire transfers take less than a day, usually)

  3. has a contact center providing inaccurate information so even if you try to plan things around the banks rules and slow transfers, it doesnt work out. 

  
  Sincerely,

  MP

• Initial Complaint

  Date:06/20/2024

  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 partner and I went in on a house together. When it came time to make the down payment, he tried to do a wire transfer with Marcus. Originally when we had called they said they would do the wire if we called back the next day. When we did that, they said they were unwilling to wire the money to escrow because his money had not been in his account 6 months (this was incorrect according to their own online records, it had been over 183 days). Why is it that we are unable to wire this money when we were previously told we could? When we pointed this out, we asked for the real reason why they said they were unable to disclose why he was unable to access this money (our loan officer informed us later this is illegal). Why is Marcus putting up so many roadblocks to withdraw his money? Because of this our closing date and all the plans we've set up are now at risk.

  Business Response

  Date: 06/27/2024

  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 20, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Consumer) related to an outgoing transfer.
  The Bank has not been able to locate an account corresponding to the information provided by the Consumer in the complaint.
  If the Consumer would like to provide additional identifying information or requires additional assistance, the Bank can be contacted at 1-855-730-SAVE ***************), Monday to Friday, 8 am 10 pm, or Saturday to Sunday, 9 am 7 pm ET.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21875852
  
  I am rejecting this response because:

  As indicated, the account is not mine, it is my partners. At this point the account has been closed due to dissatisfaction. There is nothing further to address in this complaint, however no support has been provided.

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

• Initial Complaint

  Date:06/18/2024

  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.

  My name is ***************** and I'm a Chinese student currently studying in the **. I am writing to formally lodge a complaint regarding my savings account with **********************, which has been frozen for an extended period. As a foreign student studying in *****************, I rely heavily on the funds in this account to pay my tuition fees and cover living expenses. My Social Security Number (SSN) ends with 1048, and I have approximately $16,000 deposited in this account.Recently, when attempting to pay my tuition fees, the transaction failed, and subsequently, my account was frozen. Upon contacting customer service, I was informed that identity verification was required. Specifically, I was asked to provide a driver's license, which I do not possess as a foreign student. Instead, it was agreed that a case would be set up to verify my phone number *************).I have patiently waited for over seven business days, only to receive the same response from customer service stating that they are unable to verify that the phone number is under my name. This has resulted in a frustrating and seemingly endless loop with no resolution in sight.Given the urgent nature of my financial needs and the lack of progress in resolving this matter, I am requesting the immediate unfreezing and closure of my account. I expect the full balance of approximately $16,000 to be returned to me promptly.Please consider this matter with the utmost urgency and provide a resolution at your earliest convenience. If further verification is required, I am willing to provide alternative forms of identification or documentation that are acceptable within your verification policies.

  Business Response

  Date: 06/25/2024

  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 June 18, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ***************** (the Customer) related to
  accessing funds in their ************** Account (OSA).
  On June 3, 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 and attempted
  unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the
  OSA. Later that same 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 20, 2024, and June 21, 2024, the Bank attempted unsuccessfully to contact the Customer to
  address the security concerns. The Bank requests the Customer contact the Bank toll-free at *********-
  SAVE ****************), 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 that this complaint be closed.

• Initial Complaint

  Date:06/16/2024

  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.

  9/2023 I made a deposit from school from a checking account with Veridian. I went to withdraw an amount immediately and could not receive it. After the amount of transfer days that were on the account. I contacted them and have been given in authorization of information. I have sent this in. I have also asked for this several times again because the issue remains, I moved 1200 out of the account with a remaining 383 on the account. They will not verify my information and I have had this account for almost 5 years. This is a major issue as I have health concerns and a diagnosed lifetime with anxiety and depression. This has hindered my ability to not only pay bills, but eat , *** had countless conversations and interactions several which have not been calm. I am a student who has a hold on her account that prevent registration so that I can continue my education and this is a major hindrance. I cannot express to you the way that the customer service has dwindle with each phone call. I have recently spoke with **** who disconnected my call after I expressed to her via momently that she needs to understand the urgency of this concern. It is inappropriate and I have had them tell me that registered phone numbers to myself are unavailable. My account is now locked, and I I am unable to access my account number. I have never been in a situation within an upstanding company like this who seeks to further the problem and not find a solution *** needs to be expedited to me, which I was told what happened on the previous phone call which was almost 2 months ago. I do not have anyone else to ask for assistance or help and the amount of money compared to the amount that this company is worth is absurdly small and with what ***************** has had going on with his banks in the last year, I am a bit concerned. I need this to be addressed as soon as possible. I do appreciate the service provided in previous years, but I want this account closed and they will not even do that.

  Business Response

  Date: 06/21/2024

  BBB Deposits Hall
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 16, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to accessing funds in their ************** Account (***).
  On September 25, 2023, the Customer initiated an outgoing transfer from their *** to a linked account. During the transfer processing review, the Bank identified security concerns, declined the transfer, and restricted the *** until the security concerns could be resolved. On September 26, 2023, the Customer contacted the Bank regarding their *** access; however, the security concerns remained. As an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the Customer. On October 13, 2023, the Bank received *** from the Customer. On October 18, 2023, after further review, the Bank approved the documentation and removed the restrictions from the Customers ***. Between November 14 and November 27, 2023, the Customer initiated multiple outgoing transfers from their *** to an external account. During the transfer processing review, the Bank identified that the funds needed to return to the original funding account and attempted unsuccessfully to contact the Customer. Subsequently, the Bank declined the transfers and restricted the ***. On December 18, 2023 and March 07, 2024, the Customer contacted the Bank regarding their *** access, but the security concerns remained. Subsequently, the Bank opened an investigation into the Customers security concerns. On June 18, 2024, the Bank completed its investigation and attempted unsuccessfully to contact the Customer to address the security concerns. The Bank requests that 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 address the security concerns. Based on the above details, the Bank kindly requests this complaint to be closed.