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:03/16/2024

  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.

  Hi,Marcus has silently blocked my account and has prevented me from accessing my own money. I made a transaction to transfer funds at another bank and when I tried to withdraw money bank froze my account. Upon talking with customer service they were able to fully verify me. Still would not unlock my account. They now want statements from another bank to verify the account. Upon offering to email the document immediately they being an online bank are requiring to physically mail the statement. This is in an effort by this bank to prevent me from accessing my hard earned money for several more weeks. I will never ever keep a single dollar at this bank again once I get access to my account.

  Business Response

  Date: 03/22/2024

  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 16, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to accessing their ************** Account (OSA)
  On January 2, 2024, the Bank received a withdrawal request from the Customers OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the external account and restricted the Customers OSA until the security concerns could be resolved.
  On March 18, 2024, the Customer contacted the Bank regarding their OSA access and a Bank specialist assisted with resolving the security concerns by conducting a three-way call with the Customer and the external institution and successfully verified the account ownership of the external account. Subsequently, the Bank specialist restored the Customers online banking access.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/13/2024

  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 have ** Points that total $1,100. When I went to ************************************************ in ***********, ****, I bought the parts with my points but then Goldman Sachs Credit Card wanted to charge me for the parts. When I called Sachs about it, they said they didnt recognize ************************* as a Chevrolet Dealership. A few weeks later, I called Sachs again, they said the otherr reason was I didnt have an online account. I got an online account with them. It was supposed to be resolved but it is not! Its been 2 months and the issue is still not resolved! I would like to know what can be done to resolve this problem? I earned the points! I should be able to use the points for money to pay for the parts. That is the point of earning the points in the 1st place!Please notify me of the resolution to this problem with my points being used as they should be as payment for the ** parts I purchased!Thank you for your assistance in this matter!

  Business Response

  Date: 03/20/2024

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on March 13, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer)related to a My GM Rewards redemption.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank reached out to the My GM Rewards Team on the Customers behalf on March 14, 2024, and confirmed the Customers rewards account was not connected at the time of the purchase on December 8, 2023. The Customers rewards account is now fully set up and confirmed that the purchase is eligible for rewards redemption. The My GM Rewards team attempted to contact the Customer on March 14, 2024, to assist with completing the rewards redemption but was unsuccessful. The Customer must contact the My GM Rewards team for further assistance by phone at ************ and selecting the Rewards option. The My GM Rewards team is available Monday-Saturday 9:00 AM -8:00 PM ET.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/12/2024

  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 have a credit card with Goldman Sachs. It is a GM Financial Rewards card. Points can be redeemed towards statement credits. I redeemed ****** points for a statement credit of $946.57 on 12/10/2023. This has still not been applied to my account. I am requesting this reward redemption be applied to my account immediately and also the last 2 months of interest charges of $22.00 per month be reimbursed as well. This account is under **** and *********************. Last 4 digits of the card are 1000. The rewards member number is 3-106301306326.

  Business Response

  Date: 03/20/2024

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on March 13, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer)related to a My GM Rewards redemption.
  The Bank is currently researching the matter and will follow up with the Customer upon completion of the review. The Bank reached out to the My GM Rewards Team on the Customers behalf on March 13, 2024, and is awaiting additional details to complete the investigation.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:03/12/2024

  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.

  Since January of 2024, I went to access my mobile banking account and received a webpage saying my account was locked and that I needed to contact Marcus by Goldman Sachs to get more information. Upon phone call, I was told that the account is being closed for reasons that cannot be disclosed to me over the phone. Since then, l've called multiple times to follow up since the funds have still not been returned to my original bank account. I've been told on a few calls that the account is open pending closure, I've been told on a more recent call that the account is closed. More recently, March 12 around 430pm EST. I called again and spoke with a specialist named ***** who put me on hold for over 40 minutes to call **** of America (where my funds came from originally). He said the call "dropped" while waiting for **** of America and then placed me on another hold to speak with a Supervisor and then said none was available and to call back. I am left with no resolution, I'm being told that all of these parts are pending 1-3 business days which is what l've been told from the beginning. I've had loss of employment and financial challenges that access to my savings account was essential and l have not been able to use. At this point they have not been able to "verify" my account with **** of America (where my funds came from originally). He said the call "dropped" while waiting for **** of America and then placed me on another hold to speak with a Supervisor (which is what I asked for originally at the very beginning of the call). The call has left me with no resolution. I've had loss of employment and financial challenges that access to my savings account was essential and I have not been able to use. At this point they have not been able to "verify" my account with **** of America to get my funds back to me or even give me an explanation of why they were closing my account without permission or notice.

  Business Response

  Date: 03/20/2024

  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 13, 2024. The Bank appreciates the opportunity to address the concerns raised by *************************** (the Customer) related to accessing their ************** Account (***)
  On January 10, 2024, the Bank performed an account maintenance review, identified security concerns regarding a linked account, and restricted the *** until the security concerns could be resolved. On January 31, 2024, the Customer contacted the Bank regarding their *** access. Unfortunately, a Bank specialist erroneously advised that the Bank was closing the *** due to outstanding security concerns. Due to the inadvertent error, there was a delay in restoring the Customers *** access.
  On March 14, 2024, the Customer contacted the Bank regarding their *** access. A Bank specialist assisted with resolving the security concerns by conducting a three-way call with the external institution and the Customer and successfully verified the ownership of the linked account. Subsequently, the Bank specialist restored the Customers online access. The Customer then requested to close their ***,and a Bank specialist assisted the Customer with transferring funds to another linked account, which was successfully processed the following day. On March 19,2024, the Bank closed the ***.
  Based on the above details, the Bank kindly requests this complaint to be closed. 

• Initial Complaint

  Date:03/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 8, 2023 I funded an Everbank online savings account ending in x3521 with $2000.00 from my personal MARCUS online savings account ending in x6283 On March 8, 2024 MARCUS told me they wanted the $2000.00 back because I did not have authority to take money out of my independently owned personal MARCUS online savings ****************************** has since frozen all of my online ******************************* will not allow me to deposit $2000.00 back into account ***** UNLESS it comes from account ***** (to which I do not have access).

  Business Response

  Date: 03/15/2024

  BBB Response ********
  ID ******** 
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 8, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to accessing their ************** Account (***) and Certificate of Deposits (CD).
  On November 8, 2023, the Customer initiated two outgoing transfers requests from their *** to a linked account. On January 5, 2024, the Bank conducted an account maintenance review identifying security concerns regarding the linked account and restricted the *** until the security concerns could be resolved.
  On March 8, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist then informed the Customer that the linked account needs to be in the name of the Customer in accordance with the Banks Deposit Account Agreement (DAA). On March 13,2024, the Customer contacted the Bank to resolve the security concerns. During the call, a Bank specialist assisted with resolving the security concerns by authenticating the Customer and removing the external account from the Customers profile. The Customer then requested an outgoing transfer request from their *** to a separate linked account which the Bank successfully processed the following day.
  Based on the above details, the Bank kindly requests this complaint be closed.

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21404914
  
  I am rejecting this response because:

  #1.  Upon conversing with three different customer service representatives on three different dates I received three different responses with no co-ordination or reasonable explanations regarding my accounts.

  #2   The VINDICTIVENESS of the supervising associate was unnecessary and uncalled for.

  #3    The multiple apologies offered by the third associate, although sincere, made MARCUS look like they had no idea what they were doing or why

  #4    The supervising associate on my second call led to many sleepless nights and the stress almost gave me a heart attack.

  #5     I still do not know WHY they closed one of my savings accounts AND where the money went.

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

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marcus Goldman Sachs savings account will not allow me to transfer funds into an external bank that is not the bank the funds originated from within 90 days the funds were deposited. I did not know about this at the time of account opening. I believe this is unfair and deceptive since the funds are described as "available to use" but in reality the funds can only be transfers back to the original account if the deposit is less than 90 days old.

  Business Response

  Date: 03/13/2024

  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 6, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to accessing funds in their ************** Account (OSA).
  On March 4, 2024, the Bank received a withdrawal request to an external account from the Customers OSA. During the transfer processing review, the Bank identified security concerns regarding the transfer as the funds needed to be returned to the original funding account. The Bank attempted unsuccessfully to contact the Customer to address the security concerns, declined the transfer, and restricted the account.
  Later the same day, the Customer contacted the Bank regarding their account access and a Bank specialist verified the Customer as well as authenticated that the transfer was authorized. Subsequently, the Bank specialist removed the restrictions and restored the Customers account access. However, the Bank specialist did not advise to the Customer that the funds needed to be returned to the original funding account. The Customer then re-initiated the transfer.As a result, the Bank identified the same security concerns, declined the transfer,and restricted the account.
  On March 5, 2024, the Customer contacted the Bank and the Bank specialist advised the Customer that the funds needed to be returned to the original funding account. ********************* specialist removed the restrictions from the Customers account. During the call, the Bank specialist assisted the Customer with submitting an outgoing wire transfer from their OSA to the original funding account which the Bank processed successfully later that same day.  
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21390867
  
  I am rejecting this response because:

  It does not address my initial concern of not being informed that I will not be able to move funds to an external account within 90 day of deposit before I opened the account and transferred my funds there. 

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

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising 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.

  On 2/29/24, I opened up HYSA account to take the benefit of 1% increase in APY in addition to 4.5% that is already advertised. I asked my friend for a referral code and I opened HYSA using the referral link my friend provided. 3 business days later (3/5/24) I contacted Marcus to understand why I was not seeing the 5.5% HYSA rate. They inform me that no promo code was entered. I clarified multiple times to them that I signed up using the referral link that was sent to me. I did not have a space where I could enter referral code even if I wanted to. To make matter worse, I was informed that 3 day business day ***** has passed as they include the day of signing up as a business day. So if I opened up account at 11:59pm, they would consider that day as part of business day. I asked to speak to someone higher up who can resolve the issue, but the rep said this is how system is designed. To any consumer who is looking to sign up in hope that this scam company will honor the advertisement they put up, you are in bad luck. Highly recommend staying away from Marcus as they do not honor what they advertise despite consumers following the correct steps. I am also unable to close they account within 7 business days. So not only do I get a bad deal, but they get to keep my money too.

  Business Response

  Date: 03/13/2024

  BBB Response Shah
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 5, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************** (the "Customer) related to the promotional bonus earned on their ************** Account (***).
  The Bank is offering an additional 1.00% Annual Percentage Yield (APY) referral bonus for 3 months for existing *** customers that refer new customers. The referral program terms and conditions require *** customers to provide a unique referral link to individuals that are not *** or CD customers for the past 12 months and the individual must open an *** using the referral link. The existing and new customer would receive an additional 1.00% APY for a period of 3 months. The referred rates may only be combined with other non-referral promotional offers.A customer must have an *** at the time of using their referral link to earn an additional 1.00% APY referral bonus.
  On March 5, 2024, the Customer contacted the Bank to inquire on the Marcus Referred Rate increase for the applicable 3-month period not reflecting on their ***. The Bank then opened an investigation into the Customers concerns. After further review, the Bank identified a technical issue which caused the referral bonus not to apply to the *** for the applicable 3-month period.
  On March 12, 2024, the Bank completed its investigation and applied the Marcus Referred Rate for the applicable 3-month period to the Customers account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/14/2024

   
  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:03/05/2024

  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.

  In early 2022 there were two CD's opened under ************************* name & myself (***********************) was beneficiary. ********* passed away in November 2022. I contacted Marcus in July 2023 to close both CD's. They sent me the paperwork to fill out & return, which I did. The first CD was then closed in August 2023. They needed more paperwork to close the other CD. I did get the requested paperwork for *********** it in(Jan. 2024). Which they acknowledged that they received. They told me that the account will go into review & it would take 7-10 business days & then be processed for payment. As of now (March 2024) I am still waiting for this account to be closed. Each time I call to check on the status of this account I am put on hold several times & told several different scenarios of what is happening with this account. I have explained to each individual that I spoke with that I am the executrix of *********'s estate & I am on a time line because I need to close her estate. For me to do that within the time period I'm given, I need to have this account closed out. But I can't seem to get anyone in this company to assist me. They just keep passing me from one department to another. I have requested to speak with ****************** tell me that they will expedite things along & it will take about 5 days for me to receive a check. I'm still waiting. I just need this to be finalized so I can finish the work on my end for the estate.

  Business Response

  Date: 03/12/2024

  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 5, 2024. The Bank
  appreciates the opportunity to address the concerns raised by *********************** (the Executor) related to
  the delay of receiving a beneficiary payout on ***************************** (the Deceased Customer) account.
  On July 27, 2023, the Bank received documentation from the Executor pertaining to the passing of the
  Deceased Customer. After further review, the Bank requested additional documentation as the provided
  documents did not meet the requirements for the ********************* to close the CD (account ending
  in 7472).
  On January 18, 2024, the Bank received additional documentation pertaining to the open CD. During the
  Banks review on January 23, 2024, additional security concerns were identified regarding the account.
  On March 8, 2024, the Bank attempted unsuccessfully to contact the Executor to address with the
  security concerns. The Bank requests the Executor to contact the Bank toll-free at 1-855-730-SAVE (1-
  ************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET to address the
  security concerns.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21387445
  
  I am rejecting this response because: This response has nothing to do with my resolution to my complaint. Their dates are not correct to begin with. I sent the additional documentation to them on Jan. 10,2024. If they didn't look at it til the 23rd, that is telling me that they just left it lay on a desk somewhere.  When they reviewed the account after receiving the additional paperwork and then came up with the account having other security concerns, it would of been nice to know this information. I called into Marcus several times after this review and was never told about anything. They seem to make up whatever they want to benefit themselves and not the customer. I am just told one excuse after another but nothing is actually done to settle this situation. It is very poor for a business to handle their customers this way.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/02/2024

  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.

  I opened a high yield saving account with ******************** by ********************** Sacs around December. Everything was fine until they locked by account. I found out about this on January 24 when I tried to open my account one day. I immediately called then but they said they could not send a one time pin to my number. They told me I could fill out an Affidavit of Identity. A week after I mailed the notarized document in, my account is still locked. I call them and they say they received the document a couple of days ago and told me it would be processed in a week. I call them a week later and they tell me that because I called in the weekend, the department who details with that sort of stuff is closed and they would open again on Monday and they will definitely get to processing that document that week and I should call again in a week. They told me once the document is processed they would be able to get my account opened. I call a week later and this time the person I talked to tells me that the document still hasn't been processed and she can't do anything until it is. I ask her when it will be since the Marcus workers keep telling me that. She says they don't give out that kind of information as they do not have time frame of when it will be processed. She tells me she does not know why the other people I talked to gave me a time frame and that I need to wait until the document is processed. My account has been locked for 5 week and I cannot get access to my money. They keep telling me to wait but this should not take so long. I just want my account unlocked so I can have access to my money.

  Business Response

  Date: 03/07/2024

  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 2, 2024. The Bank appreciates the opportunity to address the concerns raised by ********************************* (the Customer) related to accessing their ************** Account (***).
  On January 24, 2024, the Bank conducted a review of the account and identified security concerns regarding the Customers identity. Subsequently, the Bank restricted the *** until the security concerns could be resolved. Later that same day, the Customer contacted the Bank regarding their account access, but the Bank was unsuccessful authenticating the Customer and the security concerns remained. As an alternative verification method, the Bank requested an Affidavit of Identity ***** from the Customer.
  On February 7, 2024, the Bank received the completed documentation from the Customer. Unfortunately, there was a delay in reviewing the **** On March 4, 2024,the Bank approved the *** and restored the Customers online banking access.
  On March 5, 2024, the Bank contacted the Customer to assist with the closure of their ***; however, the Customer stated they would call back at a later time. If the Customer wishes to proceed with closing their ***, the Bank may be reached at 1-855-730-SAVE ***************), Monday to Friday, 8 am - 10 pm,or Saturday to Sunday, 9 am - 7 pm ET.
  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.
  

  Customer Answer

  Date: 03/08/2024

   
  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:02/29/2024

  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.

  My husband and I have joint bank accounts with Marcus by Goldman Sachs online banking. The situation here is that I can successfully log into accounts, however my husband CANNOT. We called Marcus on Feb. 16th for online assistance. The representative asked which browser we use (Safari). She had us try login using Chrome, then she had us try using the Marcus mobile app. All with the same result, pop up window that request to check the box to acknowledge receipt of documents for an account, followed by the next window that says Were Sorry we know this isnt the screen you were expecting, but a website error is getting in the way at the moment. Hum, representative repliesshe would submitted a Tech ticket and someone would call us. On Feb 22nd a Tech called and we went through the same process. Safari, ************** app. Same result, The tech said he would have to submit a Tech ticket to a higher level. On Feb 28th my husband and I called customer service to find out status of our Tech ticket and she informed us we were still in the Queue. The ********* As of today it will be TWO weeks since our original phone call to request assistance. I feel this is totally unacceptable, Marcus is an online bank and no access for a joint owner on accounts. Our account holdings are rather substantial but regardless of that. I believe a more timely manner of resolve is deserved. I respectfully request that Marcus online banking urgently evaluate this situation. It appears to be a glitch on their end, not ours. Thank you for your time.

  Business Response

  Date: 03/07/2024

  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 1, 2024. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Primary Owner) related to accessing their ************** Account (OSA).
  On February 16, 2024, *************************************** (the Joint Owner) and the Primary Owner contacted the Bank regarding the Joint Owners account access. The Primary Owner informed the Bank that they were experiencing difficulties logging into their account and a Bank specialist opened an investigation into their concerns. Currently, the Bank is still investigating the matter to resolve the issue.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21368132
  
  I am rejecting this response because:  As Marcus by Goldman Bank stated in their response...They are investigating the situation and therefore deem the complaint can be closed.  However, in the reality of the real world the problem with log in by the joint owner of accounts still is non existent.  They have been "investigating" this since our first contact with the bank, as I stated in my complaint.  And there is still no resolve in the matter.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/14/2024

  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 7, 2024. The Bank appreciates the opportunity to address the additional concerns raised by ***************************** (the Primary Owner) related to accessing their ************** Account (OSA).
  Per the Banks previous response, on February 16, 2024, *************************************** (the Joint Owner) and the Primary Owner contacted the Bank regarding the Joint Owners account access. The Primary Owner informed the Bank that they were experiencing difficulties logging into their account and a Bank specialist opened an investigation into their concerns. The Bank is still investigating the matter to resolve the issue, and will contact the Primary Owner and Joint Owner once the issue has been resolved.
  Due to the experience, the Bank has provided the Customer with a credit to the account as a token of goodwill.
  

  Customer Answer

  Date: 03/15/2024

   
  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,
  
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