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:06/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with APPLE CARD/GS BANK USA. The information is incorrect and hurting my credit. I also dont owe APPLE CARD/GS BANK USA anything. I do not have a contract with APPLE CARD/GS BANK USA, they did not provide me with the original contract as i requested and receipts.

  Business Response

  Date: 06/10/2024

  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 3, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to validation of the debt owed for the *********************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on January 10, 2021. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.The account was charged off on September 30, 2022, as a result of the Customer failing to make a payment to satisfy the amount due by March 31, 2022. As a result, the Bank reported the account charged off to the Credit ******************************* 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. The Bank conducted a review of interactions and did not locate a previous request for debt validation. The Bank sent the Customer the requested documents on June 5, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and twelve 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 $1,055.48 provided in the latest statement from February 28, 2023.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/29/2024

  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 May 28, 2024, I went to login to my Marcus account and got the message- "your account is temporarily locked, call customer support". I called the number provided, thinking maybe that just needed to verify some information for security purposes. When I finally got connected, they said my account had been closed! I have a large portion of both my personal and business savings in the account, so was very alarmed at the news. I repeatedly asked why my account was closed and how I would receive my funds? They would not give me a shred of information of why the account had been closed, simply repeating that it was within their right. I asked how I would receive my funds. They said I would receive a check within 7-10 business days and would provide no further details. Despite multiple questions, all I got was "If you don't receive your money within 10 business days, give us a call." I asked "within 10 business day of the account closing or 10 business day of my call?" They stated that it's within 10 business days of my call. So who knows how long my account has been closed. I never received warning or even a notification that is was closed. So apparently they just decided to close a multi-year account and hold my money until I happened to attempt a login and notice. I can't even check my balances to make sure the amount they send me is correct. Since the the initial encounter, I have called several times and they keep changing the timeline on when I will receive my funds.

  Business Response

  Date: 06/04/2024

  BBB Response ******
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced
  complaint via the Better Business Bureau Complaint Portal on May 29, 2024. The Bank
  appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to
  the closure of their ************** Account (OSA).
  On April 25, 2024, the Bank conducted an account maintenance review and identified security concerns
  regarding the Customers identity. Subsequently, a Bank specialist then attempted unsuccessfully to
  contact the Customer to address the security concerns. Consequently, the Bank restricted the
  Customers accounts until the security concerns could be resolved.
  On May 28, 2024, the Customer contacted the Bank regarding their account access and a Bank specialist
  inadvertently advised the Bank was closing their accounts. As a result, there was a delay restoring the
  Customers account access.
  After further review, on June 4, 2024, the Bank contacted the Customer to address the security concerns
  and a Bank specialist assisted with resolving the security concerns by authenticating the Customer.
  Subsequently, a Bank specialist restored the Customers online banking access. Later that same day, the
  Customer initiated outgoing transfer requests from their OSA to the original funding accounts which the
  Bank successfully processed. 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:05/27/2024

  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 was trying to make a purchase with my Goldman Sachs GM card on May 26,2024. GM was having a 25% sale on vehicle accessories for Memorial Day weekend and I had $220.45 in points to use. When GM switched their servicer from *********** to Goldman Sachs they never sent out new cards, I could only use a virtual card online or ask for a physical card to be sent in 5-7 business days. When I attempted to use my virtual card it gave me an error message asking me to call a number. Upon calling the number, the representative asked me a few questions, sent me a text verification and reset my virtual number. She told me I was good to go. When I tried to make the purchase it gave me the virtual number but the purchase was declined. I tried multiple times without any luck. I called again and went through the same spill and tried the purchase with the rep on the line, it still didnt work. Then I was sent to another person, same thing. Then I was sent to a manager who claimed his name was **** but refused to give me any other identification, and he said my account was flagged for review and it would take 5-7 days for someone to call me. I was given the run around, verified myself to the fullest extent 5 times to make a purchase of $1156.61 on a card with a $2000 limit. That included 25% off the price of $1295.00 for the product and $292.50 for installation. All he would tell me was that it was a technical error and hes very very sorry 20 times. So not only was I not able to use my points on the item, I lost out on the 25% off deal and over 4 hours of my time being passed around to people who have no clue what theyre doing and read off I script. I ask that I am either given the lost 25% sale price that was promised to card holders or Goldman Sachs pay the difference in the full price of the product when they figure out their technical error. If they are going to make offers to people that buy $100k cars, they should honor them in full.

  Business Response

  Date: 06/03/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Card via the Better Business Bureau (BBB) Complaint Portal on May 27, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to declined transactions for the ******************** conducted an investigation and confirmed no Bank error occurred. The Bank confirmed the Customer attempted a transaction with the merchant ************** in the amount of $1,156.61 on May 26, 2024. As a part of a regular account review process, the transaction was declined, and the Bank placed a restriction on the account until additional research could be completed. The Customer contacted the Bank on May 26, 2024, and verified the needed information. The Bank confirmed that the Customers account is active and available for use as of May 26, 2024. The ** Card Customer Agreement references that the Bank may decline transactions for any reason, including suspected or actual fraud. The Bank is unable to provide the Customer with compensation.
  Additionally, the Bank confirmed a physical card was generated on April 13, 2022, but was canceled on April 14, 2024, due to not being activated. The Bank did not locate a request for a new physical card to be sent to the Customer until May 26, 2024. The Bank confirmed the physical card shipped to the Customer on May 29, 2024, and should be received within 7-10 business days.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/25/2024

  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.

  Since I opened Marcus account Oct’22, I have transferred over $500,000 into it from my Chase account. On 5/7/2024 I tried to transfer $200,000 out from my Marcus account to a new bank account and Marcus rejected my transaction.
  I called Marcus on 5/10 to ask the reason. In the phone, their agent first verified my identify by checking my full name, DOB, SSN last 4 and secret word and I all answered them correctly. Then the call got transferred to an account specialist. He told me the account was locked because using their own internal verification procedure, they were not able to match the phone owner name with my name. They opened a case to seek other ways to verify my identity. Meanwhile, I thought the unknown owner name might be because that I am under a family plan and my phone number only showed the family plan holder name so I had my plan holder to add my name on 5/15. On 5/25, I checked phonenumber looking up website and confirmed that I could find my name **** **** shown as the owner of my phone number **********. I called Marcus then to ask them unlock my account but they told my that they still can’t verify my phone number. The previous case didn’t get solved but it was closed.
  I asked Marcus that if they could just return all my deposits to my original account and close my Marcus saving account but they rejected to that
  Given that I can find my phone owner online, there is no way Marcus cannot verify my phone number but Marcus shows unwillingness to solve my issue and get my money back to me.
  What’s more, they didn’t perform the same verification procedure when I opened my account and transfer my money in but put extra blockers when I tried to transfer money out. If they see a security risk in my phone number, they should not even allow me to open the account.
  Right now I have no way to get my money out even to my original account. I am so despair.
  Attached is the proof that my phone number is under my own name now

  Business Response

  Date: 05/31/2024

  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
  May 26, 2024. The Bank appreciates the opportunity to address the concerns
  raised by **** **** (the “Customer”) related to accessing their Online Savings
  Account (“OSA”).
  On May
  7, 2024, the Bank received two withdrawal requests from the Customer’s OSA to
  an external account. During the transfer processing review, the Bank identified
  security concerns regarding the requests and attempted unsuccessfully to
  contact the Customer. Subsequently, the Bank declined the transactions and
  restricted the OSA until the security concerns could be resolved.
  Between May
  9, 2024 and May 29, 2024, the Customer contacted the Bank regarding their
  account access; however, the Bank could not successfully authenticate the
  Customer and the security concerns remained. 
  On May
  30, 2024, the Bank contacted the Customer to address the security concerns. A
  Bank specialist assisted with resolving the security concerns by verifying the
  Customer’s identity using alternate methods. During the call, the Customer then
  requested to close their OSA with funds transferring to a linked account which
  the Bank successfully processed the following day.
  Based
  on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have about $45000 in Marcus high yield saving account since last year. In the last two month I have been trying to transfer the money out of the saving account. At the first place, I tried to do it online, it wasn't successfully and they have my account locked. Then I contacted Marcus customer service many times regarding this matter and the reason they are giving is that they cannot verify my identity since the phone number I use is not under my name so that they cannot send verification text message. I contacted my phone carrier and updated my information and called Marcus again, they still can't unlock my account. I asked if there's any other verification method other than text message, they told me that someone will contact me for a resolution. Now 1 month has passed, I am really tired of this, I need to get my money back, I have rent to pay, kids to feed.

  Business Response

  Date: 05/31/2024

  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
  May 25, 2024. The Bank appreciates the opportunity to address the concerns
  raised by ** ** ** (the “Customer”) related to accessing their Online Savings Account (“OSA”).
  On
  September 14, 2023, the Customer initiated an incoming transfer request from a
  linked account to their OSA. During the transfer processing review, the Bank
  identified security concerns regarding the Customer’s identity and restricted the OSA until the
  security concerns could be resolved.
  On April 17, 2024, the Customer contacted the Bank regarding their OSA access,
  but the security concerns remained. The Customer continued to contact the Bank
  through May 10, 2024; however, the Bank could not authenticate the Customer and
  the security concerns remained unresolved.
  Due to the ongoing security concerns, the Bank made a business decision
  to close the OSA. On May 29, 2024, the Customer contacted the Bank and
  requested to close their OSA and to transfer funds to the funding account, which
  processed the same day.
  Based on the above details, the Bank kindly requests that this complaint
  to be closed.

  Customer Answer

  Date: 06/05/2024

  
  
  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:05/23/2024

  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’ve been depositing funds into a Marcus account for about three months. I tried to make a partial withdrawal and it was blocked. After speaking with 20 different “specialists” I got literally nowhere. When I closed my account they told me my money would be returned to where the funds came…then got another call that my accounts with the external banks need to be verified. About 10,000 that Marcus won’t return. Regardless of how much time I wasted confirming the withdrawals, accounts, etc. all these accounts are linked and they have no issue accepting deposits from these accounts.

  Business Response

  Date: 05/31/2024

  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
  May 24, 2024. The Bank appreciates the opportunity to address the concerns
  raised by ******* ****** (the “Customer”) related to accessing funds in their
  Online Savings Accounts (“OSA”).
  On May 11,
  2024, the Customer initiated an outgoing transfer request from their OSA to a
  linked 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 May 23, 2024, the Customer contacted the Bank
  requesting to close their OSA. Unfortunately, due to inadvertent errors, there had
  been a delay in closing the Customer’s account.   
  On May
  29, 2024, the Bank contacted the
  Customer to assist with closing the OSA and transferring funds to the
  respective funding account. The Bank successfully processed the transfer and
  closed the Customer’s OSA later that same day.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.
  
  

• Initial Complaint

  Date:05/23/2024

  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.

  They sold my account to SST loan and its showing on my credit report that I owe them money. So I cant get a loan because its showing I still have a balance with maurcus Goldman

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

  Business Response

  Date: 05/30/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau (CFPB) Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by Systems & ********************** **** (SST).

  
  The Bank has instructed SST to update the account information with one or more *************************** to be accurate as of May 29, 2024. The Bank has received confirmation from SST that the account information has been updated as instructed. The Bank apologizes for any inconvenience.
  
  Please contact SST at ************** if there are any questions regarding the Loan.

  
  Based on the above details, the Bank kindly requests this complaint be closed. 

• Initial Complaint

  Date:05/22/2024

  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.

  Marcus by Goldman Sachs has logged my savings account with all my money in it and not allowing access. I have been calling them daily the past 10 days and they have not provided a resolution.

  Business Response

  Date: 05/30/2024

  BBB Response Futoryan
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to accessing their ************** Account (***).
  On May 13, 2024, the Customer initiated an outgoing transfer request from their *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the *** until the security concerns could be resolved.  
  Between May 16, 2024 and May 24, 2024,the Customer contacted the Bank regarding their account access; however, the Bank could not successfully authenticate the Customer and the security concerns remained. As an alternative verification method[SG[5] , the Bank mailed an Affidavit of Identity ***** to the Customers address on file on May 27, 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.
  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21749261
  
  I am rejecting this response because:
  
  It has been over a week since the bank claims they sent a document for me to sign but I havent gotten anything. Provide the tracking number for the document. 
  

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

  Business Response

  Date: 06/07/2024

  BBB Response Futoryan
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on June 4, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to accessing their ************** Account (OSA).
  As stated in the Banks previous response, as an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the Customer. On June 6, 2024, the Bank mailed another *** to the Customers address on file. Per the *** tracking number, 1Z 479 82Y 01 0025 3097, the *** is still in transit. 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:05/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an online savings account approximately 4 weeks ago- account balance is *******$. As soon as I transferred funds into this new account I have not been able to access any funds. My repeated calls over 4 weeks result in being told that Marcus cannot verify me therefore Im not allowed access to funds. I am repeatedly told a Marcus rep will call me in 5, 7, or 10 days only to never hear from anyone. I continue to call back asking for account to be closed with no result. Every time I am told a Marcus rep who can verify me will call me back- but no one ever calls!! I want to close the account which they will not do and want all funds returned to me. Account is under ************************* Oh # ************ Ive given them my license # address, SSN, DOB, secret password, username and password and they will not allow me access to my funds nor close the account.

  Business Response

  Date: 05/30/2024

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 23, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to accessing funds in their ************** Account (***).
  On May 6,2024, the Customer initiated an outgoing transfer request from their *** to a linked account. During the transfer processing review, the Bank identified security concerns the transfer and attempted unsuccessfully to contact the Customer. Subsequently, the Bank declined the transfer and restricted the *** until the security concerns could be resolved.
  Between May 7, 2024 and May 22, 2024, the Customer contacted the Bank regarding their *** access; however, the Bank could not successfully authenticate the Customer and the security concerns remained. As an alternative verification method, the Bank requested the Customer to complete an Affidavit of Identity ****** which the Bank mailed on May 27, 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.
  

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21749042
  
  I am rejecting this response because:

  while I did receive the affidavit sent by Marcus on 5/29/24- this comes almost 4 weeks after initial transfer of funds was requested as well as after the BBB has connected with Marcus- I feel the affidavit being sent so expeditiously was only! Due to the BBB reaching out. 
  Many thanks to the BBB as that is no coincidence.

  There is no mention made in the email sent by Marcus as to what will occur when they receive the notarized affidavit back which should be 5/31/24. I would like to know what will transpire once they process the form- will the requested transfer made almost 4 weeks ago be granted, or, will the account be closed and the remaining balance be mailed to me (which is what I was told would be happening two weeks ago by a Marcus rep, and/or will all ***** dollars be made readily and immediately available for me to access without further need to verify me.

  Additionally, every time I call will I be going thru this painstaking, almost 6 week process to be verified every single time? 
  Or does the affidavit ensure I will be verified indefinitely? 
  please advise- I have zero trust in Marcus and am very concerned about my ability to access fund in my account.

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

  Business Response

  Date: 06/10/2024

  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 3, 2024. The Bank appreciates the opportunity to address the additional concerns raised by ************************* (the Customer) related to accessing funds in their ************** Account (OSA).
  As stated in the Banks previous response, the Bank requested the Customer to complete an Affidavit of Identity ****** which the Bank received on June 6, 2024.
  After further review, the Bank approved the documentation and restored the Customers online banking access. On June 7 *****, the Customer initiated an outgoing transfer from their OSA to a linked account that the Bank successfully processed.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/11/2024

   
  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:05/22/2024

  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.

  Please contacting me through email. Thank you!On May, 2023, I opened a saving account on **********************. After that, I graduated from university, so my personal information were changed, including the address and phone number.This year, it was already one year and I need to get my money and interests back. So on April 29, I called Marcus by Goldman Sachs, I gave them all my information, including my ssn, date of birth, and my secret word, and asked them if they could first change my phone number and address. They told me they needed to raise a case for the review team to look at this and asked me to call back after 3-5 business days. On May 2, I called back and they told me the same. Then on May 6, May 9, and May 16, I called back and only received the same feedbacks, they needs review team to review, call them later. On May 21, which is today, I called back and asked if they helped me change the information. However, what they told me was that they closed my account without my permission and did not tell me where my was transfer to. My only request all the time was changing my phone number, but they just kept let me waiting and suddenly they closed my account without informing me or helping me change the number.I guarantee that everything I say is true, as evidenced by phone recordings, and I have always emphasized that no matter what information they need, I can provide it, including my ID. But without any communication with me or my permission, they closed my account at will and emptied my deposits. They did not ask me where the deposits needed to be transferred, and they refused to tell me where they had transferred the deposits. In my eyes, this is no different than outright stealing. Therefore, I can only turn to your side. These savings are the money I saved little by little when I was in college, hoping to pay for my own medical treatment. I hope to punish unscrupulous bank. I prefer contacting me by my email address. Thank you so much!

  Business Response

  Date: 05/29/2024

  BBB Response Feng
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 22, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to the closure of their ************** Account (OSA).
  On April 30, 2024, the Customer contacted the Bank to initiate the closure of their OSA with funds sent via check. However, the Bank could not initiate the closure request as the Customer could not be authenticated. Between May 10 and May 15, 2024 , the Customer contacted the Bank requesting to update their personal information; however, the Bank identified security concerns related to the Customers identity and restricted the ****  
  After additional review, on May 29, 2024, the Bank attempted unsuccessfully contact the Customer to advise next steps to clear the security concerns. The Bank requests the Customer to call the Bank toll-free at ************** ***************), Monday to Friday, 8 am 10 pm, or Saturday to Sunday, 9 am 7 pm ET to assist in clearing concerns.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21746184
  
  I am rejecting this response because:
  First, I am 100% sure the first time and all the time I called was regarding the change of my personal information and I havent given any closure request to the business. It is Marcus by Goldman Sachs that closed my account without informing me. Second, I asked this problem many times that I was in the process of changing my personal information, so please let me leave my current contact information for Marcus by Goldman Sachs to contact me, and I can give any information I have if the business wanted. It is also the Marcus by Goldman Sachs that refused this and now they blamed me for this. I always contacted them timely but they never contacted me. Third, all the things that Marcus by Goldman Sachs said are not the reasons that they treat their customers rudely and use their customers money without customers approval. ******************** by ********************** did not even give a basic respect to its customers, thus I request ********************** to return my money to me immediately and apologize.

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

  Business Response

  Date: 06/06/2024

  BBB Response Feng
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced
  complaint via the Better Business Bureau Complaint Portal on May 30, 2024. The Bank
  appreciates the opportunity to address the additional concerns raised by ******************* (the
  Customer) related to the closure of their ************** Account (OSA).
  As stated in the previous response, the Bank identified security concerns related to the Customers
  identity and restricted the **** On May 31, 2024, the Customer contacted the Bank regarding their
  OSA access and Bank specialists attempted to authenticate the Customer, but the security concerns
  remained. As an alternative verification method, the Bank mailed an Affidavit of ************************ Customer on May 31, 2024 to the address on file. The Bank is currently waiting to receive the
  completed *** documentation.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21746184
  
  I am rejecting this response because:

  The bank's response is not true. First, I did not request to close the account on April 30. I am 100% sure and hope that the bank will listen to the recording again. On April 30, I had already said that I did not want to close the account. At that time, I mentioned closing the account because I thought my deposit reached the mature date. However, after confirming that my deposit had no mature date and confirming the interest rate with the bank, I proposed to continue to keep the deposit, emphasizing not to close the account. Therefore, the bank's so-called request to close the account did not exist at all. In addition, on April 30, the bank did try to authenticate my phone number, but at that time I wanted to change my personal information, so they said they needed to review it. I said that I would fully cooperate and asked to leave my current contact information. However, the bank refused and said that they would only contact my previous mobile phone number. I said that I was in the process of changing my information. If I did not leave my current contact information, how could I know the progress of your review and how could I provide you with my driver license or passport? However, the bank continued to refuse, and I raised the same question in the subsequent calls, but the bank refused very impolitely. After that, the bank never contacted me, so I had no choice but to keep contacting the bank to check the progress. From the beginning to the end, I only made a request to change my personal information.The bank's response was only to review it and never contacted me or allowed me to provide proof of identity. I don't understand how a simple request to change personal information could be upgraded to a security issue. The bank did not contact me and did not allow me to provide my identity information for verification. If there are any security issues, shouldn't it be caused by the bank's mismanagement? Another reason I can be sure of is the bank's mismanagement is that not only did the bank never contact me, but all staffs responses were different when I called. I was deliberately hung up on 5 times,even though I explained my problem politely. No one understood my problem, and sometimes they didn't record my problem (because when I called for the second time, the customer service said she didn't see any record of my first call). Even their staff said they cannot understand the customers concern because of the mismanagement. I quoted what a staff said to me when I called the customer service on June 4, I dont know why there are completely different notes here.Finally, regarding the *** issue, first of all, the bank did not contact me to say that they wanted me to do an ***. They just said that they would send a document for me to sign. This is their original words. I even asked them if there were any other steps required, and they confirmed that it was just a signature. I agreed at the time because they said they would not waste any more of my effort and time. But when I received the documents, I found that it was not the case at all. They asked me to go to notarize myself at my own expense and said they would not help. If I just signed, copied my identity, and sent it back, I could do it, but I would not do a complicated and costly task like an *** for the bank's mismanagement. In addition, I was leaving the ************* soon and had no time to do it. At the same time, I did not agree that the customer needed such a cumbersome operation just to change her personal information.
  Finally, I hope the bank can record my contact information, and I will send all my personal information to you for your verification. In addition, I hope that the bank can compensate customers for the loss of time and energy caused by the bank's mismanagement and malicious treatment of customers in the past two months.
  
  Sincerely,
  
  *******************