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: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.

  I became a Marcus customer 2 months ago and transfered over $90000 through ACH from my BOA bank account. ******************** locked my account after getting the money and every time I called they said that they can not verify me. I used ******** number ********** which is tied to my name according to ******** but Marcus continued to say they can not send verification code and never call me to verify. Last time I called they even closed my account login access and did not return money to me. I need Marcus to either call me at ********** or email me at ******************* to remove the hold on my account or return all the funds (about $90000) to my orginally bank account at BOA through ACH asap!

  Business Response

  Date: 05/29/2024

  BBB Response ***
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the *************** Complaint Portal on May 22,2024 . The Bank appreciates the opportunity to address the concerns raised by ******************* (the "Customer) related accessing their ************** Account (OSA).
  On April 3, 2024 , the Customer initiated outgoing transfer requests from their OSA to separate linked accounts. During the transfer processing reviews, the Bank identified security concerns and attempted unsuccessfully to contact the Customer. Subsequently, the Bank declined the transfers and restricted the Customers OSA until the security concerns could be resolved. Unfortunately,the Customer experienced a delay in regaining access to their OSA.
  Between May 23, 2024 and May 28, 2024, the Bank attempted unsuccessfully to contact the Customer to address the remaining security concerns. The Bank requests that the Customer call the Bank toll-free at ************** ****************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for further assistance.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:05/21/2024

  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 19, 2024, I opened a savings account with **********************. The next day, I made two transfers of $100 and $10,000. On May 21, 2024, my account was unexpectedly locked. Despite calling customer service twice and answering numerous verification questions, they repeatedly told me there is nothing they can do to unlock my account, claiming that my phone number does not match the name on the account. This is the only phone number I use, and it is registered under my name with ********* They said they would leave a note and someone would call me back in 7 business days. I need immediate assistance to unlock my account and access my funds.

  Business Response

  Date: 05/29/2024

  BBB Response Dong
  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 accessing their ************** Account (***).
  On May 21, 2024, the Bank conducted an account maintenance review, identified security concerns regarding the Customers identity, and restricted the *** until the security concerns could be resolved.  Later that same day, 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 23, 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 further assist.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

• Initial Complaint

  Date:05/21/2024

  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 APPLE CARD/GS BANK USA I don't have a contract with the collection agency. They did not provide me with the original contract as requested.

  Business Response

  Date: 05/24/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB)Complaint Portal on May 21, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to a validation of the debt owed for the *********************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the account on January 20, 2022. As stated in the Apple Card *************************** 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 Bank sent the Customer the requested documents on May 23, 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 $470.35 provided in the latest statement from August 31, 2023.
  The Bank 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. ********************* confirmed response to the Customers previous disputes and documentation requests. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/20/2024

  Type:Customer Service 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 is not allowing us to access our life savings, preventing us from transferring our money out of their institution to another account that we own. The complete process has been going on for 3 weeks with no resolution in sight. Over the phone, Marcus keeps on telling us that they can't verify us through the phone so they have to use a driver's license, but the primary account holder does not have a drivers license, and the customer service representative will not accept any other form of ID including State ID, Passport, or ****************** issued ID.We have been calling customer support between May 2 and May 20 with no resolution. Each time, they will say that they are escalating the case and someone will call back the next day but no one is calling back. We need access to our money.

  Business Response

  Date: 05/23/2024

  BBB Response Tao
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 21, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************** (the Joint Owner) related to accessing their ************** Account (***).
  On May 2, 2024, the Bank received a withdrawal request from the *** to an external account. During the transfer processing review, the Bank identified security concerns regarding the request and attempted unsuccessfully to contact the Primary Owner. Subsequently, the Bank declined the transaction and restricted the *** until the security concerns could be resolved.
  Between May 14, 2024 and May 20, 2024, the Primary and Joint Owner contacted the Bank regarding their account access; however, the Bank could not successfully authenticate the account holders and the security concerns remained.
  After further review, on May 21, 2024, the Bank contacted the Primary Owner to address the security concerns. A Bank specialist assisted with resolving the security concerns by verifying the Primary Owners identity using alternative methods. Subsequently, the Bank specialist restored the Primary and Joint Owners online banking access.
  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:05/17/2024

  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, I Dont not have a contract or terms agreement with APPLE CARD - GS BANK USA, They did not provide me with the original contract as requested

  Business Response

  Date: 05/24/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB)Complaint Portal on May 20, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************** (the Customer) related to validation of the debt owed for the *********************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the account on January 2, 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 Bank sent the Customer the requested documents on May 21, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $3,243.60 provided in the latest statement from January 31, 2022.
  The Bank 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. ********************* confirmed response to the Customers previous disputes and documentation requests. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/17/2024

  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.

  Today, 05/17, I was tryingt o close my account by traansferring it to my *********** account and they declined my transaction because they want to, No rationale. Just because they reserve the right to do so.

  Business Response

  Date: 05/22/2024

  BBB Response Madu
  ID: ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on May 17, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to closing their ************** Account (OSA).
  On May 17, 2024, the Customer initiated the closure of their OSA and transferring the funds to a linked account. During the transfer processing review, the Bank identified that the funds needed to be returned to the original funding account 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.A Bank specialist assisted with resolving the security concerns by authenticating the Customer and advising that the funds needed to return to the original funding account. Subsequently, the Bank specialist restored the Customers account access.
  On May *******, the Customer re-initiated the closure of their OSA  with funds transferring to the original funding account, which the Bank successfully processed later that same day.
  Based on the above details, the Bank kindly requests this complaint to be closed. 

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, based on my credit report on March, 16 2023 an account was fraudulently opened using my information. I have reported to the ************************ multiple times for this account to be removed with no luck. Creditor name as shown on my credit report is GOLDMAN SACHS AND ** in the amount of ****** account number ****************. Please help me with this as it is drastically affecting my life and ability to use my credit for anything.

  Business Response

  Date: 05/24/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to ** Business Card via the Better Business Bureau (BBB) Complaint Portal on May 17, 2024. ******** appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to a ** Business Card account opened without authorization.
  ******** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened a ** Business Card and consented to the ** Business Card Customer Agreement on March 16, 2023. As stated in the ** Business Card Customer Agreement, the Bank may report information about the account to the Consumer ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. Based on the Banks investigation, the Bank determined the Customer is liable for the account. ******** identified red flags related to the account and closed the account in accordance with the ** Business Card Customer Agreement. ******** sent the Customer an email detailing the reason the account was closed on December 26, 2023. ******** is unable to provide additional information related to the investigation.
  The Customer is responsible for the balance on the account in the amount of $73,708.94 provided in the latest statement from April 8, 2024. ******** confirmed the account was reported accurately to the **************************** ******** is obligated to report accurately to *************************** and is unable to update the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/16/2024

  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.

  Paid off a card with Goldman Sachs In the 27th of February and I am being told I have to pay interest fees. They are saying it accrued after pay off. $29.00 late fees and $82.29 for interest fees two times. I tried talking to Goldman Sachs multiple times (around 5) and when I ask what this is for, I keep getting different answers, none of them consistent with each other.

  Business Response

  Date: 05/23/2024

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 17, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer)related to interest assessed on a ** Card account.
  The Bank conducted an investigation and confirmed no Bank error occurred. To avoid interest charges on purchases, customers are required to pay the statement balance in full as of the end of the previous statement cycle by the due date every month. To avoid late fees, customers are required to pay at least the minimum due as of the end of the previous statement cycle by the due date every month. The Statement balance and due date are shown on the monthly statement. If the statement balance is not paid in full on or before the due date, customers are charged interest on the balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement.
  Paying the statement balance stops additional interest from accruing. However, since the Customer did not pay the February 2024 statement balance in full, the account was assessed interest on the March ************************************************************************** full. The Banks records indicate the Customer paid the March 2024 statement balance in full on February 27, 2024. As a result, the account was assessed interest on the statement balance until that date and the account was assessed interest in the amount of $82.29 on March 4, 2024. The customer has not made a payment to satisfy at least the minimum amount due by April 1, 2024, resulting in late fees to accrue on the account. As a courtesy, the Bank applied a credit in the amount of $25.00 to partially reimburse the interest charges assessed to the account. The Bank is unable to provide the Customer with additional interest or late fee reimbursement.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/16/2024

  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.

  Dear BBB,
  
  I am writing to file a complaint against Marcus Bank regarding my account closure and fund withdrawal request. Due to a change in my phone number, I am unable to access my account and restore my credentials. Despite multiple attempts to resolve this issue with Marcus Bank, I have not received adequate assistance.
  
  I urgently need to close my account and withdraw all funds to my currently linked bank account. The lack of support from Marcus Bank has caused significant inconvenience and stress.
  
  I request the BBB's assistance in facilitating the immediate closure of my Marcus Bank account and the prompt transfer of my funds to my linked bank account.
  
  Thank you for your prompt attention to this matter.
  
  Sincerely

  Business Response

  Date: 05/23/2024

  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 16, 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 15,
  2024, the Bank conducted an account maintenance review identifying security
  concerns regarding the Customer’s account and restricted their online banking
  access. After  further review, the Bank
  made the business decision to close the Customer’s OSA and is in the process of
  closing the accounts.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/26/2024

  
  
  Complaint: ********
  
  
  Can you tell me how long it takes to transfer money to a linked account in the bank? Thank you
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 06/03/2024

  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
  May 28, 2024. The Bank appreciates the opportunity to address the additional concerns
  raised by **** ******* (the “Customer”) related to transfer timeframes.
  Outgoing
  ACH transfers initiated through the Bank generally process within one to three
  business days. The Customer should check with their external bank regarding the
  availability of funds sent by the Bank.
  Based on
  the above details, the Bank kindly requests 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. Please send my money out of the bank! Thank you so much
  
  
  
  Sincerely,
  
  
  
  **** *******

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21719650
  
  I am rejecting this response because:

  Hello, can someone help me? Marcus Bank accepted my transfer request to an external bank, but after 2 months, I still haven't received the money.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/06/2024

  BBB Response Casturo
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on July 30, 2024. The Bank appreciates the opportunity to address the additional concerns raised by *********************** (the Customer) related to a transfer from their ************** Account (OSA).
  On May 14, 2024, the Customer initiated an outgoing transfer request from their OSA to an external account which the Bank successfully processed. The Customer should check with their external bank regarding the availability of funds.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21719650
  
  I am rejecting this response because:

  On May 14, 2024, I initiated a withdrawal of $500, which was successfully transferred. However, the remaining $3,900 in my account was temporarily held. The Bank informed me that this amount would be transferred within 3 to 7 days, but I have not yet received the funds.
  Until I receive the $3,900 that was promised to be transferred, I cannot consider this matter resolved.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/16/2024

  BBB Response Casturo
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on August 9, 2024. The Bank appreciates the opportunity to address the additional concerns raised by *********************** (the Customer) related to a transfer from their ************** Account (OSA).
  The Bank conducted an account maintenance review identifying security concerns regarding the Customers account. After further review, the Bank made the business decision to close the Customers OSAs which the Bank successfully processed.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 21719650
  
  I am rejecting this response because:

  But how about my money left in the bank? I still left $3900, please send it to my extenal bank or this bank:" 
  
  Routing: ********* , Account number: **************** under my name

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

• Initial Complaint

  Date:05/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/13/2024, I attempted to initiate an *** transfer to withdraw funds from my savings account with ********************** and deposit them into another savings account I recently opened. However, the *** transfer was refused and reversed, and my account was suddenly locked for any further transactions. Despite attempts to resolve this issue by contacting Marcus by Goldman Sachs customer service, I have not been able to unlock my account or access my funds. This situation has caused me significant inconvenience and financial stress as I am unable to access my own money. In addition, I attempted to use the funds to meet the deposit requirements for the welcome bonus for the other savings accounts, therefore, the unreasonable restrictions posed by Marcus made me unable to meet the deposit requirements in time causing a financial loss of $1,500.

  Business Response

  Date: 05/22/2024

  BBB Response Tao
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on May 16, 2024. The Bank appreciates the opportunity to address the concerns raised by *************** (the Customer) related to accessing their ************** Account (OSA).
  On May 15, 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 request and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transaction and restricted the Customers account until the security concerns could be resolved.  
  Later that same day, 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 16, 2024, the Customer contacted the Bank requesting to close their OSA with the funds transferring to the respective original funding account which the Bank successfully processed later that same day.
  Based on the above details, the Bank kindly requests this complaint to be closed.