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:09/29/2025

  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.

  I closed a CD (ending in ****) due to financial hardship on September 26th and on the 29th, I called Marcus to see about possibly getting a hardship penalty waiver since the penalty fee was $106. I was told at that time that this could have been done if I had called in to close the CD and mention it then but apparently a few days later and no one there can simply credit my account even though the financial hardship is the same. I also chatted with customer service just prior to closing this CD and specifically asked if I could have a hardship waiver on the CD penalty and was told that was not an option. There is no mention of being able to close a CD and have the early penalty waived for hardship by calling in, it states that nowhere on the website, it does not state that anywhere when I closed it on the website and it seems very deceptive to basically hide this option from customers. If Goldman Sachs values me so little as a customer after having my accounts there for five years that refunding this penalty fee after just a few days can’t be done then I will be happy to move my funds over to another bank with better customer service with comparable rates for CDs and savings so there is no need to keep my money with Marcus in the future.
  
  This particular CD was only open for a few weeks, and I have a good amount of funds still held in this bank. I was unable to call when I closed it online due to being out of town (the times I have called, I have been on hold for a lengthy amount of time and it takes much longer than just going on the website), and it was right before the weekend when the bank is closed, so I called on Monday morning. At the time I opened the CD I was not expecting the hardship and my work hours to be cut so drastically on top of that, so I was forced to close it to cover some unanticipated expenses, having to pay $106 to access my own money is a rather ridiculous and very expensive fee.

  Business Response

  Date: 10/01/2025

  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 September 29, 2025. The Bank
  appreciates the opportunity to address the concerns raised by ******* *******
  (the "Customer”) related to an Early withdrawal Penalty (“EWP”) assessed
  on their Certificate of Deposit (“CD”).
  On May 10, 2025, the Customer
  opened a 14-month CD (account ending in ****), which the Customer funded on May
  18, 2025. On September 25, 2025, the Customer accessed the Bank's online portal
  and closed their CD prior to its maturity date. As a result, the Bank charged
  an EWP.
  On September 29, 2025, the
  Customer contacted the Bank requesting that the EWP be refunded and a Bank
  specialist erroneously advised an EWP waiver may have been available. However,
  in accordance with the Bank’s Deposit Account Agreement, CD accounts incur an EWP
  if a customer closes the CD prior to the maturity date. Unfortunately, the Bank
  is unable to accommodate the Customer’s request to refund their EWP.
  Based on the above details, the Bank kindly requests this
  complaint to be closed.

  Customer Answer

  Date: 10/01/2025

  
  
  Complaint: 23948178
  
  
  
  I am rejecting this response because it does not satisfy my complaint at all and this bank holds no accountability to the misinformation it provided me. I will be closing my accounts and moving all my funds to another bank once these CDs mature even though I have been here for six years. This bank is worth millions and can’t refund a measly $100 for financial hardship for a long term customer. Greed is clearly this bank’s bottom line and I will gladly move my money elsewhere. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:09/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the Marcus GM card ahead of purchasing my Chevy Bolt. I signed up for the card for the many benefits from Chevy EV owners, including the EV bill credit. If you pay your electric bill 6 times, you were to get $100 statement credit automatically. I should have earned multiple cycles of this by now, but the tracker disappeared from the Marcus website at some point. I contacted Marcus and GM, and they verified I would still get the credit as it is “on the back end” even if I don’t see it. I escalated this issue to the office of the president and they verified, it will go through. Now, my GM card has been transferred to *********, and ********* customer service will not approach this issue in any way. They refer me back to Marcus. The Marcus legacy line is completely disconnected, sending me back to *********. Prior, when I contacted GM about this issue, it took 3-5 months for them to get back to me. Can I please get my $200 credits, as I paid many of the bills, card is open and in good standing, can you please stand-by the bonus that was promised to me without so much additional work on my end? Thank you so much, let me know if you need more information.

  Business Response

  Date: 09/26/2025

  Goldman Sachs Bank
  USA (the “Bank”), received the above referenced complaint via the Better
  Business Bureau on September 22, 2025. As of August 22, 2025, GM Card is no
  longer owned by Goldman Sachs Bank USA. We would ask this complaint be
  redirected to ******** **** ********.

  Customer Answer

  Date: 09/29/2025

  
  
  Complaint: 23917770
  
  
  
  I am rejecting this response because: We are caught in between these two companies and GM rewards. GM rewards will not allow me to file a BBB complaint, can it be forwarded to them as well? I am not sure that ********* will help as they have told me via phone that I need to contact Marcus because that program was under them. BBB, can you please help me get help from ********* or from GM? Or Marcus, can you please verify that I receive some kind of assistance? Thank you.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/06/2025

  Goldman
  Sachs Bank USA (the “Bank”), received the above referenced complaint via the
  Better Business Bureau on September 29, 2025. As of August 22, 2025, GM Card is
  no longer owned by the Bank. We would ask this complaint be redirected to GM
  Rewards. They can be
  reached at 1-844-764-2665 for further information.

  Customer Answer

  Date: 10/07/2025

  
  
  Complaint: 23917770
  
  
  
  I am rejecting this response because: You are not giving a good faith effort to assist a customer. Simply passing the buck with no assistance. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:09/19/2025

  Type:Service or Repair 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.

  My Marcus account is locked for no reason.
  
  My account was locked on September 18th and I unlocked my account by calling their customer service. However, the account was locked again on September 19th and this time I called in, they said that they do not have a way to unlock my account and they have escalated this issue. However, I have not heard anything back from them yet and I urgently need to access my account but no one from them was able to explain why my account was locked.

  Business Response

  Date: 09/26/2025

  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 September 20, 2025. The Bank appreciates the
  opportunity to address the concerns raised by *** *** (the “Customer”) related to accessing their jointly
  owned Online Savings Account (“OSA”).
  On September 16, 2025, the Primary Owner initiated an outgoing
  transfer from their jointly owned OSA to an external account. During the
  transfer processing review, the Bank identified security concerns regarding the
  transfer and attempted unsuccessfully to contact the Primary Owner to address
  the concerns. Consequently, the Bank declined the transfer and restricted  account access to the joint account until the concerns
  could be resolved.
  On September 18, 2025, the Customer contacted the Bank regarding their account access.
   During the call, a
  Bank specialist completed an authentication process to verify the Customer’s
  identity. However, due to an inadvertent error, the Bank specialist restored the
  Customer’s account access without addressing the security concerns affiliated
  with the Primary Owner’s
  account. As a result, the Bank later restricted the Customer’s account access
  until all security concerns had been resolved.
  On September 22, 2025, the Customer and the Primary Owner contacted
  the Bank in an attempt to resolve the security concerns. A Bank specialist
  proceeded to verify both account holders and confirmed the recent
  activity on their accounts. In addition, the Bank specialist attempted to verify the external
  account via a three-way call; however, the account holders declined to verify
  the account and the restrictions remained.
  After further review of the
  account, on September 23, 2025, the Bank
  made an exception to resolve the security concerns without verifying the external
  account. Subsequently, the Bank restored both account holders’ online banking
  access.
  Due to the experience, the
  Bank will be providing a credit to the Customer’s account as a token of goodwill
  in the next five business days.
  Based on
  the above details, we kindly request this complaint be closed.

  Customer Answer

  Date: 10/02/2025

  
  
  Complaint: 23910146
  
  
  
  I am rejecting this response because:

  This is not a rejection, just want to ask for more details. since this is already 5 business days from September 23rd, and I still have not received the credit, can you please advice where is the credit?

  
  
  
  Sincerely,
  
  
  
  *** ***

  Business Response

  Date: 10/06/2025

  BBB
  Response Luo
  ID
  23910146
  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
  October 2, 2025. The Bank appreciates the opportunity to address the concerns
  raised by *** *** (the “Customer”) related to their Online Savings Account
  (“OSA”).
  Per the Bank’s previous response, the
  Bank would provide a credit to the Customer’s account as a token of goodwill. Unfortunately,
  the Bank experienced a delay in providing the credit to the Customer. On
  October 3, 2025, the Bank provided the credit to the Customer’s OSA (account
  ending in ****).
  Based on
  the above details, the Bank kindly requests that this complaint to be closed.
  

  Customer Answer

  Date: 10/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23910146, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ***

• Initial Complaint

  Date:09/16/2025

  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.

  In April 2025, I opened a few CDs with Marcus.
  
  Marcus locked my account in May/June 2025. When I called them, they said that I had to close all my CDs and open new CDs, or I could just close the CDs and transfer the money to other institutions without penalty. I decided to close my CDs and open new CDs with them. However, they penalized me when the new CDs were opened. After spending a total of about 15 hours on the phone with them to close CDs, open new CDs and get reimbursement for the penalty they have charged me($42.47), which they shouldn’t have and promised many times that they would reimburse me, the new CDs were opened, but they still haven’t reimbursed me for the penalty to date. I also asked many times for a compensation for all the time spent and stress from dealing with this issue. The people I spoke to always said that they would bring up the issue to someone above them, but they never gave me any compensations.
  
  About 10 days ago, my account was locked again. After spending hours on the phone with them again to resolve the issue, they said that I have to close all my CDs again and open new ones. I told them that I have never received the reimbursement for the penalty from months ago. I told them that I didn't have the time to spend 15 more hours to close and open CDs like last time. Today, after spending half an hour on the phone with them, they hung up on me.
  
  I don't know what is happening to my accounts.
  
  I want my reimbursement of $42.47. I want to be able to access my accounts without spending 15 more hours to close and open accounts and deal with the problems arising from them. I want a confirmation that my funds are intact and not at risk.

  Business Response

  Date: 09/24/2025

  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 September
  17, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ***** ** (the "Customer”) related to their Certificate of Deposits (“CD”).
  On April
  11, 2025, the Bank identified security concerns regarding the Customer’s profile
  and contacted the Customer. During the call, the Customer informed the Bank
  specialist the activity on their account was unauthorized. As a result, the
  Bank attempted to assist the Customer with securing their profile; however, the
  Customer disconnected from the call. Between May 16, 2025 and June 16, 2025,
  the Bank assisted the Customer with securing their profile by closing the existing
  compromised CDs, opening new CDs, and transferring the balances to new CDs.
  On July
  15, 2025, the Customer contacted the Bank regarding a penalty incurred in
  closing one of the compromised CDs (account ending in 0242). Unfortunately, the
  Bank experienced a delay in reviewing the Customer’s concerns. After further
  review, the Bank determined the penalty had been applied in error.
  On September
  5, 2025, September 22, 2025 and September 23, 2025, the Bank attempted
  unsuccessfully to contact the Customer to assist with reimbursing the penalty. On
  September 24, 2025, the Customer returned the Bank’s call attempts and authorized
  the reimbursement to their account. Currently, the Bank is in the process of
  crediting the account for reimbursement.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/16/2025

  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.

  The item they are charging me for was never delivered. That has been verified by the company it was bought and canceled from, the item WAS NEVER SHIPPED out by the company. Yet Goldman Sachs continues to let me file a claim, then in three months they charge me 960. again. This has gone on for at least five or seven times now. I am tired of it. I am asking Goldman Sachs to do the billing adjustment of a Negative $960.00. They actually should pay fro all the time and anxiety they have created also.

  Business Response

  Date: 09/22/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on September 16, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the Customer) related to a transaction dispute with the merchant PY*Liveauctioneers in the amount of $960.00.
  The Bank conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transaction on June 24, 2024. The dispute was reopened on September 19, 2024, November 29, 2024, March 20, 2025, and June 16, 2025. The Bank applied a temporary credit while the dispute was investigated. Due to a processing error, the initial dispute was resolved incorrectly in the merchants favor. As a result, the temporary credit was reversed on August 26, 2024, November 22, 2024, January 24, 2025, May 15, 2025, June 16, 2025, and August 25, 2025. The Bank sent the Customer an email detailing the dispute outcome.
  The dispute was reopened on September 16, 2025, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled in the Customers favor due to the Banks processing error. As a result, the temporary credit that was applied to the Customers account was made permanent on September 19, 2025. The Bank sent the Customer an email detailing the dispute outcome. The Bank attempted to contact the Customer on September 19, 2025, but was unsuccessful. The Bank regrets the frustrations the Customer experienced.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  

• Initial Complaint

  Date:09/16/2025

  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.

  I am filing this complaint against Marcus by Goldman Sachs regarding the handling of my account access. I recently attempted to open a new savings account and was informed by the system that I already had an existing account. The issue is that I cannot recall whether I registered with a personal email or a business email/phone number. Despite this being a simple authentication matter, every representative I spoke with was unable to help me verify or regain access.
  
  Instead of providing a professional solution, multiple representatives attempted to push me into filing fraud reports with the FTC, as if my legitimate account was somehow fraudulent. This is unacceptable. As a customer, I expected competent assistance in recovering my access, yet the staff demonstrated a lack of basic problem-solving skills, training, or willingness to escalate to higher-level support.
  
  The level of unprofessionalism and incompetence I experienced is alarming, especially given Goldman Sachs’ reputation. I repeatedly explained that I am ****** ****** ******* owner of *************** ***, and simply needed my account located and authenticated through reasonable means. Instead, the employees made the situation more complicated and wasted my time.
  
  My question to corporate is clear: Why are your employees unable to use proper authentication tools or escalate such cases appropriately, and why is the default response to treat valid customers as fraud risks? This failure creates unnecessary stress, denies me access to my own funds, and reflects poorly on Marcus by Goldman Sachs’ customer service standards.
  
  I demand that corporate intervene directly, properly authenticate me, and restore access to my account without further delay. I also request corrective action in employee training to prevent other customers from facing this same unprofessional treatment.
  You can call me at **********

  Business Response

  Date: 09/22/2025

  BBB Response ******
  ID 23891416
  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 September 16, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the “Customer”) related to their application experience.
  On June 27, 2023, an individual opened an Online Savings Account (“OSA”) utilizing the Customer’s information. On October 21, 2024, the Customer contacted the Bank with concerns pertaining to the OSA and informed the Bank specialist that the account had been opened without the proper authorization. Subsequently, the Bank opened an investigation into the Customer’s concerns and restricted the OSA. On October 31, 2024, the Bank completed its investigation and closed the OSA. From November 2024 to August 2025, the Customer did not contact the Bank.
  On September 11, 2025, the Customer attempted to submit an application; however, the Bank identified security concerns and could not process the application as expected. After further review, on September 17, 2025, the Bank resolved the security concerns and contacted the Customer to advise a new application could be submitted. Later that same day, the Customer submitted an application, and the Bank successfully opened a new OSA as requested.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Marcus by Goldman Sachs due to an extremely poor banking experience. My savings account, [Your Account Number], has been subjected to delayed communication, disrespectful customer service, and unauthorized financial actions.The issues began when I initially linked the wrong external account, an error I corrected the same day. Marcus's mail and email notifications about this issue arrived over a week later, long after the problem was resolved, making their messages confusing and ********** attempts to file a complaint by phone were met with outright disrespect. When I asked to speak to a supervisor, the representative yelled at me and spoke over me, preventing me from explaining my concerns.A subsequent fraud alert on my account led to a needlessly long verification process. I was required to verify my identity twice, once with the initial operator and again with the fraud department, a process that took over 15 minutes.A week after the initial linking issue was resolved, Marcus inexplicably locked my account. I had to call again to regain access.Finally, in a state of exasperation, I requested to close my account and have a check mailed to me. Marcus confirmed this action, yet the account remained open. On Sept 10th, they withdrew an additional $1,000 without my authorization.This series of events demonstrates a complete failure in Marcus's operational and customer service standards.Desired Resolution:1. Immediate refund of the $1,000 incorrectly removed from my account.2. A formal apology for the unprofessional treatment.3. Confirmation in writing that my account is permanently closed with the final balance sent via check.

  Business Response

  Date: 09/22/2025

  BBB Response Muhammad
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on September 15, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******** (the Customer) related to accessing their ************** account (OSA).
  On September 2, 2025, the Customer initiated an outgoing transfer request from *** 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 *** until the security concerns could be resolved.
  On September 3, 2025, the Customer contacted the Bank regarding their account access. On the call, the Bank specialist advised the Customer that the funds needed to be transferred back to the funding account. In addition, the Bank specialist informed them of the Banks Deposit Account Agreement pertaining to business accounts. However, the Customer requested to close the account and receive the funds via check. As a result, the Bank identified the same security concerns with the transfer, declined the transaction and restricted the account.
  On September 17, 2025, the Bank contacted the Customer to assist with transferring the funds to the original funding account and closing the account. Subsequently, the Bank processed the Customers request to transfer the funds and close the OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:09/13/2025

  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 haven't had a GM card in about 20 years. Now they sent one to me at an old address. They are also sending statements to my old address. I did not apply for this card and I have not activated it. I feel that this is dangerous to send sensitive information like this to an old address. I can't even update the address because I don't have an account. The website does not even let me create an account. They need to update my address and delete this account.

  Business Response

  Date: 09/19/2025

  Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau on September 14, 2025. As of August 22, 2025, GM Card is no longer owned by the ****. We would ask this complaint be redirected to **********************.

• Initial Complaint

  Date:09/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at a hotel that put a hold on incidentals of $150. When I left the hotel on Sunday they removed the hold. Mosthotel holds last two days so when I contacted Goldman Sachs who holds my Apple credit card they told me to please wait three days because it appears that the hold was for three days. Three days came and went. I contacted the hotel and was told that they removed the hold the previous Sunday and that the hold was there because the bank wasn’t releasingit. So I contacted the bank and they told me that the hotel is holding it. I asked for the call to be escalated only get a manager to then tell me oh the hold can go from 5 to 7 days. I asked to speak to somebody else because I wanted to hold removed because they were giving me misinformation and now I’m sitting at a the hold is still there with no explanation whatsoever. I want this company held responsible for acting in bad faith and I requested to receive information on how to contact the and they hung up on me. No company I don’t care who they are has a right to treat customers this way. I want them held accountable. I am still waiting for that hold on that $150 to be removed.

  Business Response

  Date: 09/18/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on September 12, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the “Customer”) related to a pending transaction with merchant EVEN HOTEL I the amount of $150.00.

  
  The Bank conducted an investigation and confirmed no bank error occurred. The Customer’s concern references a pending transaction from the merchant Even Hotel in the amount of $150.00. According to the Bank’s records, the Customer authorized the transaction with the merchant on September 7, 2025. The Bank confirmed the pending authorization in the amount of $150.00 released from the available credit on September 15, 2025. The Bank confirmed that as of September 15, 2025, the Customer’s available credit is $30,000.00. The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. The Bank acknowledges and appreciates the feedback provided by the Customer.
  

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

• Initial Complaint

  Date:09/10/2025

  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 am submitting this written statement regarding a dispute over funds in my Marcus by Goldman Sachs savings account.
  
  I opened a Marcus savings account online (account number: ************). My spouse transferred a total of $10,010 to my account from his Chase checking account ending in ****. The transfer was completed in three transactions, and the funds successfully appeared in my Marcus savings account.
  
  Following this, I requested a transfer of $10,005 from my Marcus account to my own Webull account. Shortly after this request, my Marcus account was locked, and on August 14th, it was closed by Marcus.
  
  Since then, I have made multiple attempts to contact Marcus customer service by phone, but I have not received any resolution. I also have not received a check for the remaining funds after the account closure, and the funds have not been returned to the original sending account.
  
  I am requesting that this matter be resolved promptly and that my funds be returned without further delay.
  
  Sincerely,
  ******* ****** *****

  Business Response

  Date: 09/16/2025

  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 September 10, 2025. The Bank appreciates the
  opportunity to address the concerns raised by ******* ****** ***** (the “Customer”) related to their Online Savings Account (“OSA”).  
  On July 28, 2025, and July 29, 2025, the
  Bank received multiple incoming transfers from an external account to the
  Customer’s OSA. Separately, on July 31, 2025, the Bank received a withdrawal request
  from the Customer’s OSA to an external account. During the transfer processing
  review, the Bank identified security concerns regarding the transaction and declined
  the transfer. Consequently, the Bank restricted the OSA.
  On August 1, 2025, the Customer contacted
  the Bank regarding their account access, but the security concerns remained. Due
  to the ongoing security concerns affiliated with the Customer’s account, on
  August 12, 2025, the Bank closed the Customer’s OSA.
  On September 8, 2025, the Customer contacted
  the Bank regarding the closure of their account and a Bank specialist opened an
  investigation into the Customer’s concerns. After further review, the Bank
  determined that the closure of the OSA had been erroneous. Subsequently, the
  Bank re-opened the OSA and credited the account with the funds and appropriate
  interest.
  On September 16, 2025, the Customer initiated
  an outgoing transfer from their OSA to an external account. Currently the Bank
  is in the process of completing the Customer’s request.
  Based on the above
  details, the Bank kindly requests this complaint to be closed.