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:03/30/2024

  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.

  Been trying to get my money transferred from a CD that muturied March 17th for the last 2 weeks. We set up the transfer to happen automatically but the account we there transferring to was a trust account. We then changed the account to transfer to a single individual account and they havent changed the tranfer to that account

  Business Response

  Date: 04/05/2024

  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
  March 30, 2024. The Bank appreciates the opportunity to address the concerns
  raised by ******* ******* (the "Customer”) related to a Certificate of
  Deposit (“CD”).  
  Unfortunately,
  the Bank is unable to tie the information provided in the complaint to a CD
  account at the Bank. If the Customer requires assistance, the Customer may call
  the Bank toll-free at ************** (###-###-####), Monday to Friday, 8 am
  - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET.
  Based
  on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/29/2024

  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 signed up for a savings account as a referral from my daughter , and because I didn’t see that it was not applied within a 3 day limit , which they didn’t apply , I don’t get the extra 1%

  Business Response

  Date: 04/05/2024

  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 March 29, 2024. The Bank
  appreciates the opportunity to address the concerns raised by **** ******** (the “Customer”) related
  to the Annual Percentage Yield (“APY”) referral bonus offered on their Online Savings Account (“OSA”).
  The Bank is offering an additional 1.00% APY referral bonus for 3 months to existing OSA customers that
  refer new customers. The referral program terms and conditions require new customers to use an
  existing customer’s unique referral link to open a new OSA to receive the Marcus Referred Rate when
  their OSA is opened.
  On January 10, 2024, the Customer opened an OSA. On March 29, 2024, the Customer contacted the
  Bank to inquire on the Marcus Referred Rate increase for the applicable 3-month period not reflecting
  on their OSA. After further review, the Bank identified that the Customer did not provide the unique
  referral link when they opened their OSA.
  On April 4, 2024, the Bank contacted the Customer advising that their request to apply the referral
  bonus for the applicable 3-month period has been declined.
  Based on the above details, the Bank kindly requests that this complaint be closed.

• Initial Complaint

  Date:03/29/2024

  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 dept with charter communications, I do not have contract with GS BANK USA, they did not provide me with the original contract as i requested.

  Business Response

  Date: 04/05/2024

  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 March 29, 2024. The Bank appreciates the opportunity to address the concerns raised by **** ***** (the “Customer”) related to credit reporting for the Apple Card and validation of the debt owed for the Apple Card.
  The Bank conducted an investigation and confirmed no error occurred. According to the Bank’s records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on January 28, 2022. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the Credit Reporting Agencies, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The Customer did not make a payment to satisfy at least the minimum amount due by April 30, 2023. As a result, the account was charged off and closed, and the Bank reported the account past due to the Credit Reporting Agencies. The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for Credit Bureau Reporting reminders to the email address on file. The Bank confirmed the account was reported accurately to the Credit Reporting Agencies. The Bank is obligated to report accurately to Credit Reporting Agencies and is unable to update the Customer’s credit reporting.
  The Bank sent the Customer the requested documents on April 03, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 10 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 $5,484.71 provided in the latest statement from October 2023.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/29/2024

  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.

  I am not liable for this debt with GOLDMAN SACHS BANK , I do not have contract with GOLDMAN SACHS BANK they did not provide me original contract as requested

  Business Response

  Date: 04/05/2024

  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 March 29, 2024. The Bank appreciates the opportunity to address the
  issues raised by ****** ****** related to their personal loan (the “Loan”)
  serviced by Systems & Services Technologies, Inc. (“SST”).
  Please be advised the Bank transferred the
  servicing of the Loan to SST effective December 11, 2023.
  
  The
  Loan had an original principal balance of $12,000.00.  The current, outstanding balance of the loan
  is $12,195.60 (principal and interest).  As
  of April 29,2019, the Customer’s loan was 120 days or more past due. The
  Customer’s loan is therefore in a charge-off status which means that the
  outstanding loan balance is now due and payable, and that we will continue our
  collection efforts on this loan, to the extent allowed by law.
  
  SST will send a written response to this
  complaint directly to the Customer.
  
  Please contact SST at ###-###-#### if there
  are any questions regarding the Loan.
  Based on
  the above details, the Bank kindly requests this complaint be closed. 

• Initial Complaint

  Date:03/28/2024

  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 used the Marcus to pay my March rent, and after days that rent was disputed by Marcus which costs me $68 fee. Since then, I called Marcus and try to transfer $4,500 to my other checking account 4 times, by calling the customer services, on March 19, March 25, March 26, March 27. Every time, the transaction was disputed with no notification. Every time I call, they come up with new reasons why my transaction was disputed. It was either "we can't confirm your original checking account was closed" or "we can't verify your new checking account exist". And every "specialist" have setup phone calls with external checking account's bank to confirm, and they still ask me the same question over and over, and DISPUTE my transaction right after. They are purposely preventing me from using my own money. I WANT TO FREELY USE MY OWN MONEY WITH NO MORE EXECUSES.

  Business Response

  Date: 04/05/2024

  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
  March 28, 2024. The Bank appreciates the opportunity to address the concerns
  raised by ****** *** (the "Customer”) related to their Online Savings
  Account (“OSA”).
  On
  March 19, 2024 and March 23, 2024, the Customer initiated separate outgoing transfer
  requests from their OSA to a linked account. During the transfer processing
  reviews, the Bank identified security concerns regarding the transfer as the funds
  needed to be returned to the original funding account. The Bank then attempted
  unsuccessfully to contact the Customer to address the security concerns. Subsequently,
  the Bank declined the transfers and restricted the OSA.
  
  On March 26, 2024, the Customer
  contacted the Bank regarding their account access. A Bank specialist advised
  the Customer that the funds needed to be returned to the original funding
  account, and subsequently conducted a three-way call with the Customer and the
  external institution confirming that the original funding account was closed. Subsequently,
  the Bank specialist restored the Customer’s online banking access. Unfortunately,
  due to inadvertent errors, there has been a delay in processing the Customer’s
  request.
  
  On
  April 3, 2024, the Bank attempted unsuccessfully to contact the Customer to
  assist with submitting another outgoing transfer from their OSA. The Bank
  requests the Customer contact the Bank 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.
  
  
  

  Customer Answer

  Date: 04/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I only received one phone call from the bank on March 29th, I was in a meeting and missed call. Later I called back the number and asked for the supervisor, I was told the supervisors who deal with the complaints are from a different department and they can't help me to connect with them. And I asked if they can contact me through email, because I didn't setup a voice mail on my number. They refused, they said the only way for them to contact me is by phone. Since then, I've been waiting for their call and they never called me back. 
  
  
  
  Sincerely,
  
  
  
  ****** ***

• Initial Complaint

  Date:03/27/2024

  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 reliable for the debt with the charter communications. I do not have a contract with Goldman Sachs Bank ***. They did not provide me with the original contract as requested.

  Business Response

  Date: 04/03/2024

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 27, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer)related to validation of the debt owed for the *********************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on October 1, 2019. 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 is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  The Bank does not have a record of a previous request for debt validation. The Bank sent the Customer the requested documents on March 29, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and full 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 $3,865.22.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/27/2024

  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 need to have the late payment removed from my Experian report because Apple Credit Card reported inaccurate information to my credit bureau, therefore affecting my credit score. Report #************.

  Business Response

  Date: 04/03/2024

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on March 27, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to credit reporting for the Apple ******************** conducted an investigation and confirmed no error occurred. The Customer did not make a successful payment to satisfy at least the minimum amount due by October 31, 2023, until December 12, 2023. As a result, the Bank reported the account past due to the ************************** 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:03/26/2024

  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 opened 5 CD accounts with Marcus last fall. This week and last week, two of them matured. I set the closure method to return the money back to the original bank account, but waited over a week and no transaction happened. Yesterday and today, I made phone calls to their customer service, but they couldn't provide me with a satisfactory explanation for the delay in returning my money after the CD matured, citing vague "security reasons." All I received was a request to wait. Now, I find myself in a frustrating situation where I'm unable to access my funds (which should automatically go back to my bank account as per the account setting), and I'm left in the dark about when I can expect them to be returned or even receive an update.

  Business Response

  Date: 04/03/2024

  BBB Response ****
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 26, 2024. The Bank appreciates the opportunity to address the concerns raised by ***** **** (the Customer) related to the closure of their Certificate of Deposits (CD).
  On September 18, 2023 and October 31, 2023, the Customer provided the Bank with Early Instructions for two of their CDs to close at maturity and transfer the funds to a linked account. On November 3, 2023, the Bank identified security concerns regarding the Customers identity and restricted their online banking access. On January 17, 2024 and January 18, 2024, the Bank attempted unsuccessfully to contact the Customer to resolve the security concerns. Unfortunately, this restriction impacted the Banks ability to process the Customers request to close the two CDs at maturity.
  On March 25, 2024, the Customer contacted the Bank inquiring on the closure of their CDs; however, Bank was unsuccessful in authenticating the Customer and the security concerns remained. As an alternative verification method, the Bank mailed an Affidavit of Identity ***** to the Customers address on file to resolve the security concerns on April 3, 2024. The Bank is currently waiting to receive the completed documentation from the Customer.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Friday, on 3/22/22, I opened an online saving account at ******************** using a referral link, and everything went smoothly and quickly, with the money being transferred from my BOA account to the ******************** account promptly. However, to my surprise, when I tried to log in on Monday, 3/25/24, it said my account was locked. I assumed it was a simple identity verification matter, so I called customer service. They informed me that they couldn't send a one-time passcode to my phone because it wasn't linked to my name. I use a ******** prepaid plan, and my phone is registered with my real name. Other banks haven't had any issues with this number. Moreover, because I don't have a driver's license yet , they couldn't verify my identity, and thus would not explain why my account was locked. Even when I answered all verification questions correctly, they insisted they couldn't verify me without my phone number, and they couldn't use my email for verification either. They didn't provide any other ways to verify myself.One representative mentioned that someone would contact me within 1-3 business days, but when I requested their supervisor to explain further, the supervisor said I should follow up after 7 business days, or alternatively, I could force close the account.I argued that they didn't mention during registration that my phone number wasn't working or that not having a driver's license would be an issue. If I was told about these, I wouldn't have opened an account in the first place. Now, using these reasons to indefinitely block my access to my funds is unacceptable and unreasonable. Therefore, I demand the forced closure of my account. However, since it hasn't been a full week since I transferred the money in, and the funds are not yet "available", they said I should call again next Monday to request the closure to have my money returned to my original bank account.

  Business Response

  Date: 04/01/2024

  BBB Response ****
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 26, 2024. The Bank appreciates the opportunity to address the concerns raised by ************** (the Customer) related to accessing their ************** Accounts (OSA).
  On March 22, 2024, the Customer opened and funded their OSA. On March 25, 2024,the Bank identified security concerns regarding the Customers identity 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 was unsuccessful in authenticating the Customer and the security concerns remained.
  On March 29, 2024, the Bank contacted the Customer to address the security concerns. A Bank specialist then successfully verified the Customer using alternate methods and restoring their online access.
  On April 1, 2024, the Bank attempted unsuccessfully to contact the Customer to assist with the closure of their account. If the Customer wishes to proceed with the closure of their OSA, the Bank requests the Customer contact the Bank at ************** ***************),Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for further assistance.
  Due to the experience, the Bank provided the Customer with a token of goodwill to the Customers OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 04/02/2024

   
  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:03/26/2024

  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 had Reach out several times regarding help referring payments. My father its in hospice and I am helping with his care. Only working 2 days a week now.I have an outstanding payment on time record.I am just looking to defer payments up to 3 months so I can be able to take care what its more important my father *** it looks like the only way they are willing to help is, if my account goes to collection ! *** I am not going to do that because I care about my credit score.I really need a refer payment starting March 2024

  Business Response

  Date: 04/03/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau (BBB) Complaint Portal on March 26, 2024. The Bank appreciates the opportunity to address the issues raised by ************************* related to their personal loan (the Loan)serviced by ****************************************. (SST).
  The Bank sends our deepest sympathies for your situation.
  Please be advised the Bank transferred the servicing of the Loan to SST effective December 11, 2023. The Bank has asked SST to reach out to you to discuss potential hardship options. Please expect SST to contact you.
  Please contact SST at ************** if there are any questions regarding the Loan.
  Based on the above details, the Bank kindly requests this matter be closed.