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:03/18/2024

  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.

  Goldman sold my loan to a predatory lender SST who is misreporting it as open on my credit report even though the balance is closed. I have 2 accounts on my credit report, a Goldman Sachs at 10,000 and and SST at 5000 even though both are closed with a 0 balance.

  Business Response

  Date: 03/26/2024

  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 18, 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”).
  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
  Bank takes our obligation to safeguard personal information related to loan
  accounts very seriously and took extreme measures to ensure a seamless
  transfer. 
  SST confirmed that with the customer’s
  payment received on March 9, 2024, the customer has paid off all obligations
  related to their personal loan in full. SST has a 15 day hold period and attempted
  reaching out to the Customer to explain.
  SST has updated the account
  information with one or more Consumer Reporting Agencies to be accurate as of
  March 25, 2024.
  Please contact SST at ###-###-####
  if there are any questions regarding the Loan.
  Based on the above information, the
  Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Multiple credit reports show open balances that are not correct and the business is still keeping my disputes open. Additionally, SST did not reach out to me. I reached out them, and they did not help me.

  Additionally, I could not reach anyone at Marcus by Goldman Sachs and I was never offered any opportunity to correct this.

  This is horrible service and absolutely not can the complaint be closed. Fix my credit report. You lying crooks.
  

  Currently I have a TransUnion and Equifax credit report of $10,000 and $4000
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/18/2024

  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 a saving account in Marcus by Goldman Sachs online banking. On February 28th 2024, I found they locked my account. I immediately called them at ###-###-#### 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. I call them on March 3rd, 5th, 8th, every time they said they will process it but always wait, I cannot even pay my March apartment rent. On March 13th they said they will sent it, on March 18th I call again since I haven't received the letter. They said it hasn't been sent yet, and will send it. I was so furious, they didn't do what they promised and if I didn't call, they will still not take it serious. They just want to keep my money as long as they can. The call center rep also say this is your thing to call showing them don't give a **** about what their customer go through.
  My account has been locked for 4 weeks 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. And I really want to file this complaint, I checked this is not individual issue, a lot of clients had suffered or suffering this problem right now, I just want my money back and close this account. They won't let me. Proving what you are you is really nonsense and so inconvenient, nowadays there are so many way to do security check.

  Business Response

  Date: 03/26/2024

  BBB Response **
  ID ********
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the abovereferenced
  complaint via the Better Business Bureau Complaint Portal on March 18, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ****** ** (the “Customer”) related to
  accessing their Online Savings Account (“OSA”).
  On February 28, 2024, the Bank performed an account maintenance review of the Customer’s account,
  identified security concerns regarding the Customer’s identity and restricted the OSA.
  On March 5, 2024, the Customer contacted the Bank regarding their account access, but the Bank was
  unsuccessful in authenticating the Customer and the security concerns remained. As an alternative
  verification method, the Bank requested an Affidavit of Identity (“AOI”) to be completed by the
  Customer to resolve the security concerns. On March 22, 2024, the Bank mailed the requested
  documentation to the Customer’s address on file.
  Currently, the Bank is waiting to receive the completed documentation. Due to the experience, the Bank
  has provided the Customer with a credit to the OSA as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:03/17/2024

  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.

  Signed up for "paperless billing. Did not receive ANY email notification of bill, nor any reminders of any due date. Finally I receive a notice that I am "4 days past due" (somehow magically THAT ONE gets to me). Customer service beyond useless- one hour, two agents & one "supervisor" who claim "the system will not let them reverse the fee".Every other CC I own- reverses a late fee, regardless of blame, if it is the first. That pretty much sums up the scumbag company it appears I am dealing with.CC # *******************

  Business Response

  Date: 03/22/2024

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on March 18, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Customer)related to a late fee assessed on a GM Card account.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank sent a Statement Ready email to the email address on file February 13, 2024. The Customer agreed to receive statements electronically when they accepted the offer and opened the account. Additional details can be found in the ****************** Communications Agreement. The Bank has successfully opted the customer out of the ****************** Communications Agreement. The Customers statement delivery preferences have been changed to paper. The Bank will now send statements to the address on file for the customer.
  The Bank conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative. The Customer did not make a payment to satisfy at least the minimum amount due by March 9, 2024. As a result, the account was assessed a late fee in the amount of $29.00. As a courtesy, the Bank applied a credit in the amount of $29.00 to reimburse the late fee assessed.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 03/25/2024

   
  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:03/17/2024

  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.

  ***** locked my saving account and I still have 1000$ in my account. I called them six times, but they never tried to help me return my money back...I have their case number:800234290124

  Business Response

  Date: 03/25/2024

  BBB Response Song
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on March 18, 2024. The Bank appreciates the opportunity to address the concerns raised by *********** (the "Customer) related to accessing their ************** Account (OSA).
  On September 13, 2023, the Customer initiated an incoming transfer request from a linked account to their OSA, which was subsequently reversed by the external institution on September 19, 2023. Due to the reversal, the Bank conducted an account maintenance review, identified security concerns regarding the Customers account, and made a business decision to close the ****
  On October 12, 2023, the Customer contacted the Bank regarding their account access and a Bank specialist informed the Customer of the Banks decision to close their **** In addition,the Bank specialist informed the Customer that a check for the remaining balance of their OSA would be sent to the address on file. Unfortunately, due to an inadvertent error, there was a delay in sending the check to the Customer.
  Currently, the Bank is in the process of issuing a check to the Customers address on file.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21446663
  
  I am rejecting this response because:

  I would like to close this complaint until I truly received the check.I was calling your compagny for 8 times in the last several months , I was on phone with live associate 3- 4 hrs totall but each time Live associate promise to fix it but nothing happen.Please keep me updated for your progress.
  Sincerely,
  
  Wenxin Song

• Initial Complaint

  Date:03/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a CD account with Marcus Golden Sach
  When I close the account withdraw early, they told me the penalty fee was $284.89 but when I receive the money deposit into my Wells Fargo account, it was short $268.33 i ask them why such a difference in the amount nobody can tell me why even the supervisor in charge she did not know why I have a different amount and nobody can tell me how many percent charge on the penalty fee? They gave me all the excuses. Tell me to wait to have the letter mailed to me and tell me about my account closed regardless of what they say. I think that big financial institution like marcus golden sack should have do better than what I’ve been experiencing. They are big institution not like a small bank. Nobody have the answer for my question. Between the day I car to close the account and the day I received the deposit defeat jam up more than $200 different. It was $284.89. It become $553.

  Business Response

  Date: 03/22/2024

  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 17, 2024. The Bank appreciates the opportunity to address the concerns
  raised by ***** ****** (the "Customer”) related to the Early Withdrawal
  Penalty (“EWP”) assessed on their Certificate of Deposit (“CD”).
  On March
  13, 2024, the Customer contacted the Bank requesting to close their CD prior to
  maturity and a Bank specialist then informed the Customer that an EWP will be
  charged for closing the CD. The Customer agreed to the closure of the CD with
  the EWP applied; however, due to an inadvertent error, the Bank applied a
  higher EWP to the CD. Due to the error, the Bank opened an investigation and is
  currently working to correct EWP applied to the Customer’s CD.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• 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,
  
  *****************************