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.

close

Find a Location

Marcus by Goldman Sachs has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/05/2024

  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,
  
  *****************************

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I intended to renew a Jumbo CD with a new term and a new APY. Here are the details:
  . I called to find out my grace period dates and details of what I can do during the grace period
  . I was informed I can do anything during the grace period
  . I added money to the CD
  . They had a new 14/month term at %5.40 APY
  . When I tried to renew the CD with the new offer, the %5.40 rate was not an option
  . I called to see why I was not able to get the new 14/month %5.40 offer
  . The Rep placed me on hold, when he returned he coached me on how to get the new promotional rate
  . He told me to open a savings account, close the CD, move the funds to the newly opened savings
  . Then I needed to open the new 14/month %5.40 Jumbo CD and move the funds to the new %5.40 APY 14/month CD
  . When I closed the CD the system confirmed the CD closing
  . within an hour I got a computer generated message confirming the CD closed and the funds were going to be transferred to the savings account on January 26, 2025
  . I called right away to get an explanation of what happened, the Representative told me everything was fine, the system was reading the wrong date February 5(Monday) instead of Febbbruary 3 (Saturday). She told me onMonday everything will be OK
  . Monday, February 5 I called to get an update. they told me it was a system "glitch" and they were going to report it to technology support, not to worry about it.
  . I was informed technology support was going to have everything taken care of within two/business days
  . I called on Wednesday, February 7 to get an update.
  . They told me that when money was added to the CD during the grace period the system closed the CD.
  . They offered to close the CD, but informed me it was going to generate a $424.07 penalty, but they were going to request a "goodwill" refund and it will take 3-5 business days to appear on my account.
  . I called every week to get an update. Finally on Wednesday, February 28 when I called, they informed me the "goodwill refund" was approved for $25.00 only to make up for the ordeal I experienced.
  Outcome: because I was misinformed, I lost on the %5.40 rate, and the promised "goodwill Refund" was only $25.00 as opposed to $424.07.
  
  I do not know why Marcus by Goldman Sachs did not produce disclosures and alerts when I was navigating their online system. As a financial regulated institution, disclosures and alerts are required.

  Business Response

  Date: 03/07/2024

  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
  February 29, 2024. The Bank appreciates the opportunity to address the concerns
  raised by *** ******* (the “Customer”) related to the closure of  their Certificate of Deposit (“CD”).
  On February 7, 2024, the Customer contacted the
  Bank requesting to close their CD and the Bank specialist then informed the
  Customer that an Early Withdrawal Penalty (“EWP”) will be charged for closing
  the account. The Customer agreed to the closure of the CD with the EWP applied,
  which was successfully processed by the Bank the same day.
  On March
  5, 2024, the Bank attempted unsuccessfully to contact the Customer to address concerns
  regarding the EWP charged. The Bank can be reached 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: 03/11/2024

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

  I received a call on Tuesday, March 5, 2024 from Ellen.  She left a voice mail message.  When I returned the call the person I spoke with told me she did not know where to transfer my call.  She said she read the notes, but they did not make any sense.

  This is how the issue unfolded it:

  > I called in the middle of January to get information on when my one year CD was going to mature.

  > The lady that answered my call informed me the CD was going to Mature on January 26 and I I was going to have a 10-day grace period.

  > She informed me during the grace period I can make any changes, and I have until February 5, to make any changes.

  > Goldman Sachs was having a special 14-month 5.40 APY.

  > When I tried to  renegotiate the CD for the 14-month 5.40 APY that was not an option.

  > I called to find out why that was not an option, and the person on the phone told that I should be able because it was still going.

  > He placed me on hold, and when he came back he told me I needed to open a savings account before closing the CD.

  > Then he told me to close the CD and send the money to eh savings account>

  > Then he told me to open the new 14-month CD at 5.40 APY.

  > I opened a savings account and added $50,000 to the CD.

  > When I closed the CD on February 5, the closing was successful.

  > within abhor I received a system generated email indicating the CD was going to close on January 26 2025 and transfer the fund to the savings account

  > I called right away to report the issue, and the lady on the phone checked the system, and told me not to worry about it because it was a Saturday, and the system will pick up the right thing on Monday, February 5.  She told me to call back then to confirm it.  She also told that she talked to two other customer with the same issue.

  > when I called back on Monday, February 5, they did not know why the system glitched.  After checking with someone else, she told me they can manually close the CD, and because the closing was going to generate a penalty of over $300.00 they can fix that with a goodwill refund.

  > But she advise me to wait until they send the issue to technology, that was going to take up to two business days.

  >. I called on Wednesday to get the answer, and after placing me on hold, they told me that the reason why the system did that was because when the CD got the $50,000 during the grace period, the system closed and renewed the CD automatically.

  > They offer to close the CD manually and the penalty of $424.07 was going to be requested to be refunded for all the ordeals I went through.

  > In the mean time I opened the new 14-month Jumbo CD with $280,000.00, but Goldman Sachs had lowered the rate by then from 5.40 to 5.25 APY.

  > I ended up with only a $25.00 dollar Goodwill Refund and lost on the 5.40 APY.

  I sincerely hope that we can get this issue resolved to help a customer who believes Goldman Sachs is a great institution to deal with.

  Thank you for taking the time to read my notes.

  Note: During this ordeal, all of the Goldman Sachs employees were very nice and willing to try to make sense of the issues produced during the CD grace period.

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

  Business Response

  Date: 03/18/2024

  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
  11, 2024. The Bank appreciates the opportunity to address the additional concerns
  raised by *** ******* (the “Customer”) related to the Early Instructions
  provided for their Certificate of Deposit (“CD”).
  According
  to Bank records, the Customer’s CD matured on January 26, 2024. Accordingly,
  the CD renewed with the same terms in accordance with the Bank’s Deposit
  Account Agreement (“DAA”). On January 30, 2024, the Customer deposited
  additional funds into their CD within the grace period, as described in the DAA.
  Following this deposit, the term of the Customer’s renewed CD began, and no
  further changes could be made without incurring an Early Withdrawal Penalty
  (“EWP”).
  On
  February 7, 2024, the Customer contacted the Bank requesting to close their CD
  prior to maturity and the Bank specialist then informed the Customer that an EWP
  will be charged for closing the account. The Customer agreed to the closure of
  the CD with the EWP applied, which was successfully processed by the Bank the
  same day.
  On
  February 15, 2024, the Customer opened a 14-month CD. At the time the Customer
  opened the CD, the Bank was offering a 5.25% Annual Percentage Yield (“APY”) on
  a 14-month CD. After further review, the Bank is unable to accommodate the
  Customer’s request of an interest rate adjustment. As detailed in the Bank’s
  advertising, the APY as of the date advertised may change at any time before
  the CD is opened and funded.  
  Based
  on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Thank you for the response.

  I am sorry to tell you that the response you are providing does not match the events.

  You are missing dates in which I spoke with your telephone analysts.  See the details.

  > Saturday, February 3, 2024 - I closed the CD and the system accepted it.

  > An hour later the system sent a confirmation stating that the CD will be closed in January 26, 2025.

  > I calle to express my concern, and I was informed that because I was closing the CD on a Saturday, the system was not accurate until Monday, February 5.

  > When I called back on February 5, they were unable to explain why the system did that.

  > They offered to open a ticket for your technology support, also offered to close the CD with a penalty of a little over $300.00, the told me the penalty can be waived with “Goodwill refund request”, but the better solution was to let technology take a look at it.  They gave me a two-day wait to get the issue resolved.

  > On Wednesday, February 7, I called to get an answer and they told me that because the CD received $50, 000 the system closed the CD and renewed it automatically.  The system did not produce an alert of any kind.

  > Again they offered to close the CD and told me the penalty was going to be $424.07

  > They told me that due to all the issues the system created, they were going to request a goodwill refund

  > When I called back again on Wednesday, February 14, the analyst that t answered my call told me that the goodwill refund was going to be only $25.00

  > He was shocked and unable to explain why the big difference

  > At that point I decided to open a case with the BBB

  The person that called me to address the issue was not able to explain the difference on the goodwill refund.

  > He kept repeating that doing anything for me was almost 100% certain it was not going to be possible.

  > He told he was going to call me the following day.  I gave him my weekly work schedule, and he told me he was going to try to reach me during lunch time, but did not ask what my lunch time was.

  > He never called me.  He confirmed that we were both on Central Time.

   

  Two things to recap this issue:

  1. The Goldman Sachs system never produced alerts or sent email disclosing what it was automatically doing.  Even the analysts that were trying to help were puzzled with the system doing things that cannot be explained.

  2.  It is so sad that I had to resource to an outside agency to try to get things resolved.

  Note:  See the flyer your system generated the day before the CD matured.  It was addressed to me asking me to take advantage of the 14-month 5.40% APY with an expiration date of 4/17/2024 ( not here yet)

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

  Business Response

  Date: 04/02/2024

  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 26, 2024. The Bank appreciates the opportunity to address the additional
  concerns raised by *** ******* (the “Customer”) related to their Certificates
  of Deposit (“CD”).
  As
  stated in the Bank’s prior responses and under the terms of the account, the
  APY as of the date advertised may change at any time before the CD is opened
  and funded.  The Bank does not have any additional information to provide.
  

  Customer Answer

  Date: 04/05/2024

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

  I will greatly appreciate if Marcus by Goldman Sachs stands behind the fact they offered  to waive the penalty based on the fact all the issues I faced  with their system’s glitch.  The amount of the penalty is $424.07, but like the employee that delivered the news to me stated “I’m shocked they only giving you $25.00” and I don’t know how to explain it to you ***!

  So what happened to the difference of $399.07?

  No one can explain to me how they came up with $25.00

  The other issue that amazes me is how come a company that is worth millions of dollars is fighting an insignificant amount, taking from an average American person working hard for a living, and looking to get the best return for his money.

  It feels good to beat up on the little people and reject any opportunity to deliver “good customer service” huh?

  Questions, comments?

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

• Initial Complaint

  Date:02/27/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with ******************** bank back in November of last year and I transferred money to it. Recently, I ran into a situation where I need access to cash. I tried to transfer cash out of the Marcus account to my bank account and each attempt failed with no explanation from Marcus. I spent hours on the phone with Marcus bank trying to access my money and no resolution was provided. I submitted two complaints with two different case numbers and till now, I do not have access to my money.I just need to transfer my money out and close the account ASAP. No more dealing with Marcus bank, very incompetent employees who do not know what the issue is or how to resolve it,

  Business Response

  Date: 03/06/2024

  BBB Response *******
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on February 28, 2024.The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to accessing funds in their ************** Account (OSA).
  On February 20, 2024, the Customer initiated an outgoing transfer request from their OSA to a linked account. During the transfer processing review, the Bank identified security concerns regarding the transfer as the funds needed to be returned to the respective funding account. The Bank then attempted unsuccessfully to contact the Customer to resolve the security concerns. Consequently, the Bank declined the transfer and restricted the Customers OSA.
  On February 22, 2024, the Customer contacted the Bank regarding their account access. A Bank specialist assisted in resolving the security concerns by authenticating the Customer and verifying they authorized the transfer. The Bank specialist then restored the Customers online access, but did not advise the Customer the appropriate amount of funds that needed to be sent back to the respective funding accounts.As a result, the Customer initiated an additional outgoing transfer in which the Bank identified the same security concerns and declined the transfer.
  On February 23, 2024, the Bank contacted the Customer to address the security concerns. The Bank specialist advised the Customer on the appropriate amount of funds that needed to be transferred to the respective funding accounts. On February 26, 2024, the Customer initiated multiple outgoing transfers from their OSA to the respective funding accounts, which the Bank successfully processed the following day. Additionally,the Customer closed their account on March 1, 2024.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/06/2024

   
  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:02/27/2024

  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.

  Deceased parent had CD that matured January 10 2024. Company was contacted and needed forms were sent mid December 2023.I contacted company as follows:1/10: ******* confirmed information was received and is in review.1/18: **** told me still in review. Issue escalated to supervisor and I was told I would get a call in 1-2 days. Call NEVER received. 1/24: ****** said she would escalate again and that they would reach out when ready to send check. Never heard back.2/27: ****** said she would escalate again.I was told process would take 7-10 days. So even with the holidays at the end of the year, review should have been completed by early January.Company has not followed through as they said they would with follow up calls. Company has not met there own time line for review process. Company has not returned calls as they said they would.

  Business Response

  Date: 03/06/2024

  BBB Response Weeks
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced
  complaint via the Better Business Bureau Complaint Portal on February 28, 2024. The Bank
  appreciates the opportunity to address the concerns raised by *********************** (the Executor) related to
  receiving a beneficiary payout on ***************** (the Deceased Customer) Certificate of Deposit
  (CD).
  On December 20, 2023, the Bank received the documentation from the Executor pertaining to the
  passing of the Deceased Customer. Unfortunately, there was a delay in reviewing the documentation.
  After further review, the Bank approved the documentation and mailed a check to the Executor on
  March 4, 2024.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/26/2024

  Type:Customer Service 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.

  A refund was issued by a merchant and there was several issues with this refund (8/6/23) which after a month I went ahead and filed a dispute with my card holder to resolve this. The refund was then sent by the merchant back to my bank on 9/11/2023 in the amount of $966.57.
  It has been 7 months of going back and forth on this matter. Apple (Goldman Sach's) will not look into the matter of why THEY did not receive the funds from the merchant. I opened a BBB case regarding the other merchant, and the executive of relations personally called and did an investigation on their end where it was determined the funds were sent back on 9/11/2023. Verizon was 100% cooperative in resolving the matter on their end. Apple has closed this case several times, will not provide any documentation, all they continue to tell me is that they did not receive any refund and closing the case as "Merchant claims they issued a refund" yes they did so why has this NOT been credited back to me. This has since affected my credit for the past 7 months, every single agent with Apple has hung up on me. They say they are opening a complaint- and someone will reach out to me. Apple has not once called me back. They send an email saying they tried to reach me but never a missed or received call. I literally am going in circles to get my money back and Apple cannot give me the time of day!

  Business Response

  Date: 03/05/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on February 27, 2024. The Bank appreciates the opportunity to address the
  concerns raised by ******* ******** (the “Customer”) related to a transaction
  dispute with the Merchant Verizon Wireless in the amount of $1,075.67.
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Customer initially disputed the transaction on August 23, 2023, and October
  31, 2023. The Bank applied a temporary credit while the disputes were
  investigated. On August 10, 2023, the Merchant posted a refund credit in the
  amount of $56.10 and the Bank resolved the dispute as Merchant credited. As a
  result, the temporary credit applied to the Customer’s account was reversed
  on October 26, 2023, and December 31, 2023. The Bank sent the Customer an
  email detailing the dispute outcome.
  
  The dispute was reopened on December 31, 2023, and the Bank applied a
  temporary credit while the dispute was re-investigated. The dispute was ruled
  in the Customer's favor because the Customer submitted evidence showing
  correspondence with the Merchant stating the Customer was issued a full
  refund on September 11, 2023. However, the Customer did not receive the full
  refund from the Merchant. As a result, a total of $1,019.57 was made
  permanent from the temporary credit applied to the Customer's account, and
  $56.10 reversed on February 29, 2024. The Bank sent the Customer an email
  detailing the dispute outcome. The Bank attempted to contact the Customer on
  March 4, 2024, but was unsuccessful.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 03/05/2024

  
  
  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:02/26/2024

  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 sprint and do not have a contract with convergent. They do not provide me with the original application like I asked.

  Business Response

  Date: 03/04/2024

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
  on February 26, 2024. The Bank appreciates the opportunity to address the
  concerns raised by ***** ******** **. (the “Customer”) related to credit
  reporting.
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Bank was able to locate an Apple Card account with the information provided
  by the Customer, however, in the complaint narrative, the Customer referenced
  concern related to an account with Sprint and Convergent. Please direct this
  complaint to the appropriate company.
  The Bank attempted to contact the Customer on February 27, 2024, February 28,
  2024, and February 29, 2024, but was unsuccessful.
  CORRECT COMPANY: Sprint, Convergent.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 03/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This account needs to be removed from my account now. 
  
  
  
  Sincerely,
  
  
  
  ***** ******** **