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 1978 Cranberry Twp, PA 16066-0978

• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  

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:04/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to transfer the money from my Marucs online personal savings account to external linked account, ******************** reversed the transfer and said I can only transfer money back to my old accounts which has already been closed and was verified by Marcus through a three party phone call. Then ****** said they will get back to me with a conclusion within 3 days and today is the second day. I called the bank to check on the progress but they continuously asking for verification of my phone which I cannot received the verification code on time due to bad signal. On my third call, the representative told me I cannot make further calls within 3-5 business days with unknown reason. I need to use the money in my account for rental and tuition and now Marucs just does not release my fund. I would like to transfer all the money that currently in my Marucs personal online savings account out to my linked **** of America personal checking account.

  Business Response

  Date: 05/02/2024

  BBB Response ***
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above
  referenced complaint via the Better Business Bureau Complaint Portal on April 25, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ************* (the Customer) related to
  accessing their ************** Account (OSA).
  On April 16, 2024, the Customer initiated an outgoing transfer from their OSA to a linked account. During
  the transfer processing review, the Bank identified security concerns regarding the linked account and
  contacted the Customer to advise that funds could be sent to the original funding account. However, the
  Customer advised the Bank specialist that the original funding account had been closed. ************************* restricted the Customers OSA until the security concerns could be resolved.
  On April 23, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist
  assisted with resolving the security concerns by conducting a three-way bank call with the external
  institution and the Customer and successfully verifying that the original funding account had been
  closed. Unfortunately, the Bank specialist inadvertently did not remove the restrictions from the OSA.
  On April 26, 2024, the Customer contacted the Bank regarding their account access and a Bank specialist
  restored the Customers online banking access. The following day, the Customer contacted the Bank
  requesting an outgoing wire transfer from their OSA to the same linked account, which the Bank
  successfully processed on April 29, 2024.
  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:04/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested that the account be closed and funds sent to me via check on two consecutive instances in February and March, but no resolution has been reached. I would like the money that I am entitled to be disbursed within 5 business days of receipt of this complaint. Their procedure and timeframe is complicated and unstructured. I would like the money that I am entitled to be disbursed within 5 business days of receipt of this complaint with proper interest accrued.

  Business Response

  Date: 05/01/2024

  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 April 24, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Beneficiary) related to the closure of ******************* (the Deceased Customer) account.
  On December 26, 2023, the Bank was notified about the passing of the Deceased Customer by the Beneficiary. Later that day, the Bank mailed the required documents to the Beneficiary. The Bank received the completed documents on March 4, 2024. Unfortunately, the Bank experienced a delay in reviewing the documentation. 
  On April 25, 2024, after further review, the Bank approved the documentation,closed the account, and mailed a check to the Beneficiarys address. Per the **** tracking number, **********************, the requested check is still in transit.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:04/23/2024

  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 had opened a CD account with ******************** Bank, due to personal problems it and was not funded. Approx. 4/10/24 I called the bank an instructed them to close the orignal account and open a new account so I can meet the fifteen day limit to add co-owners to the account. at this time I didn't have any paperwork with account numbers it was almost a week later that I found out that the first account remained open & funded and the was new account was closed. This left me without co-owners on the account. the banks solution was for me to pay over $1000 withdrawal fee. over the full week since this happened I was receiving miss information from both the Rep and Supervisor. I am looking for no more then for the bank to correct their error without any cost to me, by either waving the withdrawal fees or add my children to the open & funded acct, since they have all been ready vetted. The employees at Marcus Bank need more training in how to deal with customers. This has not been the first time I have receive miss information from them. during this period we were told three times that it was not to late to add my children twice we setup a call with all three of use on the phone as instructed and was told that they cant add them by both supervisor and rep ********************** Sacks is an upstanding honest company and I don't understand why put up with this stuff.

  Business Response

  Date: 05/02/2024

  BBB Response ******
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on April 24, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to the addition of Joint Owners on their Certificate of Deposits (CD).
  On April 1, 2024, the Customer contacted the Bank requesting to open a 14-month term CD and a Bank specialist assisted the Customer with the account opening.In addition, the Customer advised they wished to add Joint Owners to their account (account ending in 2888); however, the proposed Joint Owners were not present on the call. Therefore, the Bank specialist advised the Customer that the prospective Joint Owners needed to be present on the call to make the additions to the CD.
  On April 20, 2024, the Customer contacted the Bank requesting to add Joint Owners to their CD (account ending in 2888); however, the Bank specialist misinformed the Customer that Joint Owners could not be added to the account.     
  On April 30, 2024, the Customer contacted the Bank to add Joint Owners to their accounts. A Bank specialist then assisted the Customer with the requested additions to their CDs. Due to the experience, the Bank will be providing a credit to the Customers account as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly requests that this complaint to be closed.

• Initial Complaint

  Date:04/22/2024

  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.

  my account is locked and customer service contacts cant fix it

  Business Response

  Date: 04/30/2024

  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 April 23, 2024. The Bank
  appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to
  accessing funds within their ************** Account (OSA).
  On April 2, 2024, the Customer initiated an outgoing transfer request from their OSA to an external
  account. During the transfer processing review, the Bank identified security concerns regarding the
  external account and attempted unsuccessfully to contact the Customer. Consequently, the Bank
  declined the transfer and restricted the **** On April 9, 2024, the Customer contacted the Bank
  regarding their account access. A Bank specialist informed the Customer a three-way call with the
  external institution needs to be conducted to resolve the security concerns; however, the Customer
  declined, and the restrictions remained.
  On April 26, 2024, the Bank contacted the Customer to address the security concerns, but the Customer
  again declined a three-way call with the external institution. On April 29, 2024, the Bank attempted
  unsuccessfully to contact the Customer regarding their **** The Bank requests the Customer to contact
  the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday,
  9 am - 7 pm ET to resolve the security concerns.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21608699
  
  I am rejecting this response because:

   

  I received an email today as requested by  Mrcus     to access my account and provided the correct info  and still cannot.access my money in what other way they want.

  when i all they ask the same question 4 times different people i talk to

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

  Business Response

  Date: 05/23/2024

  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 17, 2024. The Bank appreciates the opportunity to address the additonal concerns raised by *********************** (the Customer) related to accessing funds within their ************** Account (OSA).
  Per the Banks previous response, on April 9, 2024 and April 26, 2024, the Bank contacted the Customer to address the security concerns regarding the external account. However,  the Customer declined a three-way call with the external institution and the security concerns remained. On May 12,2024, the Bank received a notification from the Customer requesting to close their OSA. Currently the Bank is in the processing of closing the Customers OSA and mailing a check for the remaining balance to the address on file.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21608699
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/19/2024

  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 am writing to file a formal complaint against Goldman Sachs and Co regarding the account reported under my name with the account number ****************. Upon reviewing my credit file, I found this account without any verifiable evidence of my written consent or proof of ownership.
  
  As a consumer, I have exercised my right to request verification of any information on my credit report that I believe to be inaccurate, incomplete, or unverifiable. However, Goldman Sachs and Co has failed to provide concrete evidence of my alleged consent or ownership of the reported account(s), which constitutes a violation of the Fair Credit Reporting Act (FCRA).
  
  I believe Goldman Sachs and Co has violated the following sections of the FCRA:
  
  Section 609(a)(1): Failure to provide substantial evidence of my alleged consent or ownership despite repeated requests.
  
  Section 611(a)(1)(A): Lack of a reasonable reinvestigation, evidenced by the absence of response and evidence.
  
  Section 611(a)(7): No communication of results or evidence to substantiate the account(s) within a reasonable period.
  
  Section 623(a)(8): Reporting account(s) without verifying their ownership violates the requirement for reasonable accuracy.
  
  I request that Goldman Sachs and Co:
  
  Provide written evidence of my consent or authorization for the mentioned account(s).
  
  Furnish verifiable proof that establishes my ownership or association with the reported account(s).
  
  Conduct a diligent and thorough investigation into this matter and rectify the inaccuracies in my credit report promptly.
  
  If Goldman Sachs and Co fails to comply with the FCRA's provisions and provide the requested evidence, I demand that the mentioned account(s) be removed from my credit report entirely.
  
  I am aware of my rights as a consumer and am prepared to take further action to rectify this situation if necessary, including legal action.
  
  I anticipate a timely response from Goldman Sachs and Co to resolve this matter.

  Business Response

  Date: 04/26/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on April 20, 2024. The Bank appreciates the opportunity to address the
  concerns raised by ****** ** ***** (the “Customer”) related to credit
  reporting for Apple Card.
  
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Customer agreed and was added as a Participant on another Customer’s Apple
  Card account on November 3, 2021, and agreed to be reported to the credit
  reporting agencies. On April 28, 2022, the Customer was removed as a
  participant from the Apple Card account. As a result, the Bank submitted an
  update to reflect the Customer’s status as terminated from the Customer’s
  credit reporting. The Bank is unable to remove any reporting prior to the
  Customer’s removal from the Apple Card account. The Customer should contact
  the Owner of the Apple Card directly with questions or concerns related to
  the account. As the Customer is a Participant on the account, the Customer is
  not liable for the account balance. The Bank attempted to contact the
  Customer on April 24, 2024, but was unsuccessful.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:04/19/2024

  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 have one saving account and several CDs with Marcus. Last month, when I tried to transfer my money out of Marcus, I was told that all my accounts were locked. I called Marcuss customer service many times to solve the problem but failed. Everytime I had to speak to a new representative and had to have long conversations with them, but none of them were able to solve the problem. They said I need to complete an Affidavit of Identity by mail but I never received such mail. They also said someone will call me to verify my identity and I never received such call from them. They locked my account for no reason and did not try to help me to unlock it. Now, I really need the money since my baby is badly ill and is staying in ****. I must get the money immediately to save my baby! Thats too tough for a mom to take care of her baby and at the same time had to deal with this ridiculous situation. I am chasing to get my money out of Marcus and to close my accounts with Marcus. No more dealing with Marcus, very incompetent employees who do not know what the issue is or how to resolve it. I want all my money with Marcus (including money in both saving account and CDs) to be transferred to my CITI account, which is the bank account I use to fund ********************. Below are my Marcus saving account and CDs and my CITI **************************** saving account number: ********************************* CDs account numbers (total 7 CDs): ************; ************; ************; ************; ************; ************; 310051997282.CITI account number: ************** Routing number: **************** help me and save my baby!!! Thank you so much!!!

  Business Response

  Date: 04/25/2024

  BBB Response Li
  ID ********
  **********************, a brand of Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on April 19, 2024. The Bank appreciates the opportunity to address the concerns raised by *************** (the Customer) related to accessing their ************** Account (***).
  On November 17, 2023, the Customer initiated an incoming ACH transfer from their external account to their ***. During the transfer processing review, the Bank identified security concerns regarding the transfer and the Bank attempted unsuccessfully to contact the Customer to address the security concerns.Consequently, the Bank restricted the *** until the security concerns could be resolved.
  On March 22, 2024, the Customer contacted the Bank regarding their *** access; however,the Bank was unsuccessful in authenticating the Customers identity and the security concerns remained.  As an alternative verification method, the Bank requested the Customer complete an Affidavit of Identity (AOI).  Unfortunately,due to an inadvertent error  there was a delay in mailing the documentation to the Customer.
  On April 23, 2024, the Customer contacted the Bank requesting to close their *** and move the funds to a linked account, which the Bank successfully processed on the same day.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  
  

  Customer Answer

  Date: 04/26/2024

   
  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:04/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with goldman sachs bank apple. I do not have any contract from collections agency to consolidate or repay debt and my accounts are being falsely reported to my credit account.

  Business Response

  Date: 04/25/2024

  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 April 18, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to validation of the debt owed and credit reporting for the Apple ******************** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on April 16, 2022. The Bank sent the Customer the requested documents on April 22, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 17 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 $2,266.31 provided in the latest statement from September 2023.
  The Customer did not make a payment to satisfy at least the minimum amount due by February 28, 2023. As a result, the Bank reported the account past due to the ************************** The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for *************** Reporting reminders to the email address provided by the Customer. The Bank 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.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:04/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a personal loan with you. My terms provided for paper notice of any changes or assignments. My loan was timely paid and had a perfect credit reporting record. Unbeknownst to me, my loan was assigned to SST. I was NEVER provided with notice by mail/paper. Instead, SST failed to properly provide any notice to me. By the time I realized that the loan had been assigned the payment date had passed. I was able to pay a few days late. However, this continued, where I would make payments and then SST would not credit them to my account. I paid the entire loan off in late March 2024-early April 2024. SST is currently listing two loans (one from you) and one from SST. One shows a zero balance and paid on time. The other shows over 3000 outstanding and over 30 days late. I continue to receive payment invoices for outstanding payments even thought I paid off the loan. Under the terms of my loan agreement, this assignment was not properly completed or the terms abided by with respect to notice and now after close to 5 years of perfect payments, my credit score plummeted.

  Business Response

  Date: 04/29/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above
  referenced complaint via the Better Business Bureau (“BBB”) Complaint Portal on April 18, 2024. The
  Bank appreciates the opportunity to address the issues raised by ****** ******* (the “Customer”)
  related to a personal loan (the “Loan”) serviced by Systems & Services Technologies, Inc. (“SST”)
  To confirm, the Bank transferred the servicing of the Loan to SST effective December 11, 2023. Goodbye
  emails were sent to customers on November 27, 2023, November 28, 2023, and November 29,2023. In
  the Loan agreement, there is a provision allowing us to transfer the servicing rights of the Loan. The
  transfer of servicing does not affect the terms and conditions of the Loan agreement other than some
  administrative items, such as contact information.
  The Customer alleges incorrect credit reporting by the Bank. Please be advised the Bank has not reported
  anything to the credit reporting agencies since November 2023.
  Please be advised the Bank has sent this complaint to SST due to the payment allegations made. SST has
  updated the account information with one or more Consumer Reporting Agencies to be accurate as of
  March 27, 2024, after processing the final payment of the Loan on April 3, 2024. Please direct any
  additional questions to SST.
  Please contact SST at ###-###-####.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:04/18/2024

  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 opened a savings account with ******************** on January 18, 2024. However, my account was unexpectedly locked around the beginning of March without warning or explanation.The app says I need to call them to unlock my account. So, I made several phone calls to Marcus on March 19th, March 25th, April 4th, April 8th, and April 25th. During each call, I provided all necessary authentication details, including my name, birthday, Social Security Number (SSN), and other relevant information. However, Marcus did not provide a clear explanation for why my account was locked and how to unlock my account. ******************** mentioned the need to send a verification code to my phone, but this process was unsuccessful. Despite offering my registered email address as an alternative method for verification, Marcus refused to use email for verification. Then every time I was told to wait three working days for a reply. Unfortunately, despite these assurances, I never received any follow-up or resolution to my inquiries.Due to the continued locking of my account and the lack of cooperation from Marcus in resolving the issue, I was unable to access my funds. I was forced to have no choice but wish to forcefully close the account transfer and return the money all the way back, but I was still rejected.This ongoing situation has left me frustrated and without access to my funds. Despite my repeated attempts to communicate with Marcus and resolve the issue, there has been no meaningful progress or explanation provided.

  Business Response

  Date: 04/24/2024

  BBB Response Xue
  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 April 18, 2024. The Bank appreciates the opportunity to address the concerns raised by H** Xue (the Customer) related to accessing their ************** Account (***).
  On March 1, 2024, the Bank conducted an account maintenance review and identified security concerns regarding the Customers identity. ********************* restricted the *** until the security concerns could be resolved. On March 19, the Customer contacted the Bank regarding their *** access; however,the Bank was unable to clear the security concerns.
  Between March 25 and April 8 2024, the Customer contacted the Bank multiple times to resolve the security concerns. Unfortunately, there was a delay in resolving the security concerns.
  On April 19, 2024, the Bank contacted the Customer and assisted with resolving the security concerns by using alternative methods.Subsequently, the Bank specialist removed the restrictions from the *** and restored the Customers online banking access.
  Due to the experience, the Bank provided the Customer with a credit to the account as a token of goodwill. 
  Based on the above details, the Bank kindly requests this complaint to be closed.
  
  

• Initial Complaint

  Date:04/16/2024

  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.

  On Sunday, 4/16/24, I initiated a transfer from my online bank account at ******************** Bank to another of my local bank accounts. I received a call today from Marcus Bank saying they needed to verify information with my other bank in order to process the transfer. I took the time to call my other bank to let them know they can answer questions from Marcus Bank and then received a phone call with both Marcus Bank and my other bank (America ******************** I verified all of the information they asked for only to be told that Marcus Bank would not make the transfer to my other bank account due to it being opened prior to 90 days ago. I have reviewed all of the account agreements online and there is nothing that specifically says that you can only transfer into accounts that been opened more than 90 days. Not only will they not make the transfer, they told me I will have to wait several days for the money to be returned to my account. They refused to make the transfer and insist that I have to wait to get my money back. I have been a long time customer and am disgusted at the way I was treated and want my money back immediately. It never transferred out so it should be available for me to transfer to another linked account and close my ******************** account entirely.

  Business Response

  Date: 04/25/2024

  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 April 16, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to their accessing funds in their ************** Account (OSA).
  On April 14, 2024, the Customer initiated an outgoing transfer from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the account.
  
  On April 16, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist informed the Customer that a three-way call was needed to resolve the security concerns. Subsequently, the Bank specialist then conducted a three-way call with the Customer and external institution verifying the external accounts ownership. Additionally, the Bank specialist advised the Customer that the funds need to be transferred to the original funding account.
  
  On April 23, 2024, the Bank contacted the Customer to assist with transferring the funds to the original funding account and closing the **** which the Bank successfully processed the same day.
  
  Based on the above details, the Bank kindly requests this complaint to be closed.