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:02/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a CD with Marcus Maturing on 2/19/24
  On 2/16/24 I called Marcus 3 times asking for clarification.
  I spoke to 4 different persons and was given contradictory and conflicting information by every one of them.
  Essentially I wanted to make triple sure that I was free to do what I wanted with my money on maturity date.
  A Marcus supervisor assured me I had a 10-day grace period to do what best suited me.
  I called on 2/19/24 to give instructions and I was told that my money was renewed into another 12-month CD and it was locked and if I wanted it out I will have to pay an early-withdrawal penalty.
  I disputed this.
  I spoke to a supervisor who said my case was going to be investigated and I would receive a call back.
  Marcus does not seem to leave any written documentation, everything is verbal over the phone, there is not even a case number.
  I did get a call back on 2/23/24
  A person who said to be in charge of disputes admitted I was given the wrong information by several people, but said that the rules were that since I had given instructions via the app once before, this meant that I forfeited my right to the 10-day grace period stated above.
  This was flabbergasting. Not only there is no clear, unequivocal information about this severe limitation on the instructions tab in the app, but also none of the people I've spoken prior made a mention about it.
  Furthermore and as stated - and I have it on recording - the supervisor spoken to was asked multiple times that I retained this right and she confirmed it.
  I disputed this with complaints person but she would not budge.
  She agreed that I was wronged and given the wrong information, but she refused to cancel the CD at no penalty to me.
  I feel betrayed by Marcus, mislead and deceived.
  I also find hard to understand the pettiness in not making my money immediately available to me, given that I was misled.
  I demand for Marcus to unlock my money for immediate withdrawal at no penalty and with the interests accrued.
  Thanks

  Business Response

  Date: 03/01/2024

  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
  25, 2024. The Bank appreciates the opportunity to address the concerns raised
  by ****** ****** (the “Customer”) related to the Early Instructions provided
  for their Certificate of Deposit (“CD”).
  In
  accordance with the Bank’s Deposit Account Agreement (“DAA”), customers may
  notify the Bank (an “Early Instruction”) up to twelve months before their CD
  matures if the Customer does not wish for it to renew or wishes to renew it
  with modifications. The Customer may cancel or modify an Early Instruction at
  any time up until the day before their CD matures. If the Customer has not
  cancelled their Early Instruction, the Customer will not receive a grace
  period.
  Per
  the Bank’s records, on January 22, 2024, the Customer provided the Bank an
  Early Instruction to renew their CD upon maturity. Additionally, the Bank sent
  a correspondence to the Customer’s verified e-mail confirming the Early
  Instruction provided. On February 16, 2024, the Customer contacted the Bank regarding
  their CD’s maturity options . However, a Bank specialist inadvertently advised the
  Customer that the CD was eligible for a grace period, even though the Customer
  previously provided the Bank an Early Instruction.  
  On
  February 19, 2024, the CD matured and was renewed into a 12-month CD as
  requested and authorized by the Customer. Later that same day, the Customer
  contacted the Bank to update their CD’s maturity instructions. The Bank
  specialist then advised the Customer that the CD renewed as requested and an
  Early Withdrawal Penalty (“EWP”) will be charged for closing the CD.  Subsequently, the Customer asked for the EWP
  to be waived.
  After
  further review, the Bank confirmed that the Customer is eligible for a reduced
  EWP and attempted unsuccessfully to contact the Customer on February 28, 2024. Due
  to the experience the Bank provided the Customer with a credit to the
  Customer’s account as a token of goodwill.
  If the
  Customer wants to proceed in closing the account, the Bank requests the
  Customer to contact the Bank at ************** (###-###-####), Monday to
  Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET, for further
  assistance.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 03/05/2024

  
  
  Complaint: ********
  
  
  I take exception to this response and reject it, for the following reasons:

  1. There was a litany of contradictory information given by different actors at Marcus, as stated previously.

  I spoke to four persons and I do have record of those conversation. Every person spoken to said something that contradicted the other, generating confusion and preventing me from making an informed decision.
  

  2. The argument about the previous instructions issued is also false.

  I made every possible attempt to cancel every instruction as to warrant myself with the stated 10-day grace period.

  What the respondent is now claiming is that I issued instructions online and I should have revoked those - presumably online - when there is no provision for such a thing.

  What the respondent is also inferring is that I left pending instructions and my 4 phone calls to Marcus prior to auto renewal of my CD were precisely to make sure there were no pending instructions.

  3. At no time I received a phone call or have a missed call from Marcus on Feb 28 or at any other time.

  It is incomprehensible that in this day and time an argument as flimsy as "we tried to call him but he did not answer" will be used.

  There are other means for communication and I did receive calls from Marcus when they told me that they locked my money without my permission and although their employees ill-advised me, they were not going to do anything about it.

  4. It is not clear what I am being offered.

  The "goodwill credit" referred to amounts to $25 and that is what? compensation for the quarter million dollars these people sequestered from me? I do not know what these people expect me to do with this, to buy a cheese sandwich?

  Also, it is not clear if I am free to withdraw my capital and take it elsewhere, plus the accrued interests to date, or else.

  5. All in all this is a bad, unsatisfactory response, full of inaccuracies and blaming the customer for what, at the end of the day, are gross misleading and contradictory information from people that should know better than this.

  I have a large portion of my life savings currently locked against my will with this people.

  The damage is already done. Nothing will compensate me for what they did.

  My trust in this institution has been shattered.
  

  To the respondent: ADMIT YOUR MISTAKES, APOLOGIZE, AND MAKE VERY CLEAR WHAT MY OPTIONS AT THIS STAGE ARE AND WHAT YOU OFFER AS A WAY OF REPAIR.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/24/2024

  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.

  On May 9,2023 I opened a saving account and 2 CD accounts for my mother, all three totaling $ ***,***. My mother is 97 years old, legally blind and with very poor hearing. She is living in an assisted living facility, has no computer and has assigned me as ***. Shortly after opening the accounts Marcus locked all 3 which prevented me from access or viewing. I called and was told that they could not talk to me because I was not the account holder, and they needed an original *** and an Affidavit and Indemnity of Attorney-in-Fact. I was told they would send forms to me. Two weeks later and no forms received but I was able to download the forms on the internet. All the forms were filled out, notarized and sent on Dec 29th to the address at the top of the *** form Goldman Sachs Bank ***, P.O. Box 1978, *************., ** *****. The forms arrive on Jan 2nd in *************. Little did I know they have not been there for over 2 years according to the postal official I talked to. They were now forwarded to Goldman Sachs Bank ***,PO Box *****, ************, **. They must be in post office heaven because they have never been heard from since. Fast forward, new forms have been filled out and sent on Feb 1st , received and picked up at 9:09 AM on Feb 5th at Goldman Sachs Bank ***, Drapper , ****, *****. On Feb 22 I spoke to a representative and she verified that they did receive the forms and they are under review and I will get a call in 1 or 2 days. Its Feb 24 and no response, Here is my problem. I have 2 CD that will mature on March 9th, my mother needs some of the funds to pay for her $7,000 per month expenses. I am unable to direct where the funds should go because the account has been locked by your bank. I do not want them rolled over to a new one-year CD.

  Business Response

  Date: 03/01/2024

  BBB Response ************
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on February 25, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************************** (the ***** of ********* on behalf of ********************************* (the Customer) related to accessing the ************************ Account (OSA) and Certificates of Deposit (CD).
  On October 30, 2023, an outgoing transfer request was initiated from the Customers OSA to a linked account. During the transfer processing review, the Bank identified security concerns regarding the Customers identity and restricted the account. On October 31, 2023, the Customer and *********************************** contacted the Bank regarding their account access; however, the Bank was unsuccessful in authenticating the Customer and the security concerns remained.
  On November 11, 2023, the Customer and *********************************** contacted the Bank requesting to add *********************************** as ***** of ******** to act on behalf of the Customers account. Subsequently, the Bank specialist advised the Customer of the required documentation to add *********************************** on the account. Unfortunately,due to inadvertent error, there was delay in sending the required documents.
  On February 6, 2024, the Bank received the completed documentation. After further review, on February 22, 2024, the Bank approved *********************************** to have ***** of ******** on the Customers account. In addition, the Bank restored the Customers online access.
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 03/04/2024

   
  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:02/23/2024

  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.

  Hi,I had a CD which renewed automatically. last 4 digits of my account is ********* put me in a 12 month CD. Now I am facing 3 months of early withdrawal fee. I didn't even earn an interest. It has been only 20 days. This is nothing but taking advantage of people. They don't provide me any information on renewal, automatically roll me into the longest CD and expect me to pay fees.I want to close my CD without paying any fees.

  Business Response

  Date: 03/01/2024

  BBB Response Uysal
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on February 24, 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).
  In accordance with the Banks Deposit Account Agreement (***), Customers may notify the Bank (an Early Instruction) up to twelve months before their CD matures if the Customer does not wish for it to renew or wishes to renew it with modifications. The Customer may cancel or modify an Early Instruction at any time up until the day before their CD matures.
  On March 31, 2023, the Customer opened and funded a ten-month CD account. On January 1, 2024, thirty days prior to the CDs maturity date, the Bank mailed a communication to the address on file notifying the Customer of the CDs upcoming maturity date. Additionally, the *** includes a ********************** allowing for the Customer to make changes to their CD for ten days following the maturity date. Unfortunately, the Customer did not provide instructions prior to the maturity date or within the grace ****** and the CD was automatically renewed.  
  On February 23, 2024, the Customer contacted the Bank to close their CD. A Bank specialist inadvertently advised the Customer regarding the amount that would be charged as an EWP for closing the CD prior to the new maturity date.
  After further review, the Bank confirmed that the Customer is eligible for a reduced EWP. On February 28, 2024 and February 29, 2024, the Bank attempted unsuccessfully to contact the Customer to advise of the correct EWP and assist with closure of the account. The Bank requests the Customer to contact the Bank at ************** ***************), Monday to Friday, 8 am - 10 pm, or Saturday to Sunday, 9 am - 7 pm ET for further assistance in closing their CD.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  company indicated they had released funds they were holding for payment back to paypal and yet they can not provide me with a confirmation number of the transition. Paypal has indicated they have not received the funds back and are thus charging me for the transaction that Goldman has not completed.

  Business Response

  Date: 03/01/2024

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 23, 2024. The Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer)related to transaction disputes with the Merchant Pdxleather (Paypal) in the amounts of $96.63 and $65.45.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transactions on December 30, 2023. The Bank applied a temporary credit to the customers account while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the Merchant because the Customer was provided credits in the amounts of $96.63 and $65.45 on January 4, 2024. On January 27, 2024, the Customer contacted the Bank and requested to withdraw the dispute in the amount of $96.63. As a result, the temporary credits that were applied to the Customers account were reversed on January 29, 2024, for the amount of $96.63 and January 31, 2024, for the amount of $65.45. The Bank sent the Customer emails detailing the dispute outcome.
  During the dispute process the Bank does not take the funds from the Merchant. The Bank applies a temporary credit to the customers account during the investigation, and when the dispute is resolved cardholder liable the temporary credit that is applied to the account is reversed. If the Merchant claims to not have received the funds the Merchant should contact their transaction processor.
  The Bank contacted the Customer on February 29, 2024, and addressed this information.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21337795
  
  I am rejecting this response because they aren't being honest. I talked with 5 or 6 individuals and the mgr suggested they were all wrong. I doubt that because I was told the same information from PayPal. PayPal referred to the holding of funds as a "charge-back". One of the Goldman Sachs employees even indicated how the tell a merchant they are going to hold the funds.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Goldman Sachs Bank because they did not provide me with the original application bearing my signature like I asked.

  Business Response

  Date: 02/28/2024

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on February 21, 2024. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to validation of the debt owed for the *********************** conducted an investigation and confirmed no error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on November 26, 2021. The Bank sent the Customer the requested documents on February 15, 2024, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 24 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $1,102.18 provided in the latest statement from October 2023.
  The Bank is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Customer Agreement by completing the application and opening the account. The Bank confirmed the account was reported accurately to the ************************** The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21324934
  
  I am rejecting this response because: The debt collector has not supplied sufficient proof that the debt belongs to me by not providing an original application with my signature. I have no knowledge of this debt and I have not signed any agreement to this debt.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/20/2024

  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 February 19, 2024 I initiated a transfer from Marcus to ************ I linked *********** with Marcus and confirmed the Primis account. I had a history of more than ********************************* the last month. When I initiated a transfer to *********** the transaction was stopped claiming fraud. My account was then locked. I spoke with the ******* at Marcus on 2/20/24. ******* claimed that the account was locked and that funds could only be transferred to the originating transfer account. I said that was unacceptable and asked to speak to *******'s supervisor. ******* claimed she had no supervisor repeatedly but eventually stated she would transfer me to "someone." I next spoke with ********* who repeated the same script that ******* used. ******* refused to allow the transfer. ********* confirmed my identity and unlocked the account. Despite confirming my identity ********* again refused to allow the transfer stating the same script that the funds could only be transferred to the originating account. This would effective lock the money to Marcus (which is what Marcus is attempting to do). Marcus has one goal: to retain deposits at any expense.

  Business Response

  Date: 02/27/2024

  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 20, 2024. The Bank
  appreciates the opportunity to address the concerns raised by ******************************* (the Customer)
  related to accessing their ************** Account (OSA).
  On February 16, 2024, the Customer initiated an outgoing transfer from their OSA to a linked account.
  During the transfer processing review, the Bank identified security concerns regarding the linked
  account and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the
  transfer and restricted the account. Although, the Customer linked the external account with trial
  deposits, the process only confirms the Customer has access to the external account. As stated in the
  Banks Deposit Account Agreement, the Bank may require proof that the external account is owned by
  the Customer.
  On February 20, 2024, the Customer contacted the Bank regarding their account access. A Bank
  specialist assisted with resolving the security concerns by authenticating the Customer and confirming
  the Customer authorized the transfer. However, the Bank specialist did not verify ownership of the
  linked account and restored the Customers account access.
  On February 26, 2024, the Bank contacted the Customer and successfully verified ownership of the
  linked account to resolved the remaining security concerns.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21318813
  
  I am rejecting this response because:

  Marcus states the account was verified only by trial deposits. This is a lie. I had made over 13 transactions to ************ The only reason Marcus now allowed the transfer was because of this BBB complaint. The exact same scenario played out the same way with my brothers Marcus account. ******************** needs to reimburse me for the interest lost as a result of my over $100k transfer losing interest for those days Marcus held my money hostage.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/16/2024

  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 put a transfer in to a authorized account that they previously transferred to and removed ******* from my account. the rejected the transfer and still have my ******* and claim nobody can help me and a supervisor wont even talk with me. The money was removed and not returned immediately upon them refusing to transfer. i want my ******* and any interest that would of been applied if it wasn't removed from my account. Also i wont be able to purchase the equipment on Monday and will lose ******* in rebates. This is theft. unfortunately our government doesn't give us access to charge them. Federal reserve protects them not consumers. They owe me ******** plus interest and my rebate i lost of ******* Do not use them.

  Business Response

  Date: 02/23/2024

  BBB Response Mazar
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above
  referenced complaint via the Better Business Bureau Complaint Portal on February 16, 2024. The
  Bank appreciates the opportunity to address the concerns raised by *********************** (the Customer)
  related to a transfer from their ************** Account (OSA).
  On February 15, 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 linked account and declined the transfer. The following day, the Customer contacted
  the Bank regarding the declined transfer and a Bank specialist informed the Customer of the Banks
  Deposit Account Agreement (DAA), pertaining to business accounts. In addition, the Bank
  specialist notified the Customer that for security reasons, the funds need to return to the funding
  account.
  On February 16, 2024, the Customer initiated multiple outgoing transfers from their OSA to the
  original funding account which the Bank successfully processed.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/15/2024

  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.

  Cannot access ***********, transfers blocked, tried multiple times to clarify. Transferred from agent to agent. Dropped from calls.

  Business Response

  Date: 02/22/2024

  BBB Response *****
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced
  complaint via the Better Business Bureau Complaint Portal on February 15, 2024. The
  Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer)
  related to accessing their ************** Account (OSA).
  On September 19, 2023, the Customer initiated an incoming transfer request from their linked
  account, which was subsequently reversed by the Customers external institution on September 21,
  2023. Due to the reversal, the Bank performed an account maintenance review, identified security
  concerns regarding the Customers identity, and restricted the Customers OSA.
  On February 15, 2024, the Customer contacted the Bank requesting to close their account and have
  the funds transferred back to the original funding account. On February 22, 2024, the Bank
  successfully processed the transfer request and closed the OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/14/2024

  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.

  Check# ******* in the amount of $17,398.00 was sent to Marcus by Goldman Sachs from ************ to pay-off an existing loan at *** but *** had transferred my loan to a new lender, SST. *** cleared the ************ check on 1/26/2024 and has not transferred the money to the new loan account at SST. I have tried reaching someone at *** but continually get transferred directly to SST. I finally spoke to a supervisor in the *** deposits department, and she told me she could not help me, had no idea what happens to checks that have no account to go to, nor did she know who I should speak with. In addition, I have sent letters to the **** and ************ addresses. Where is the $17,398.00? And why can't anyone at *** help me?

  Business Response

  Date: 02/22/2024

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau (BBB) Complaint Portal on February 14, 2024. ******** appreciates the opportunity to address the issues raised by *********************** (the Customer) related to their personal loan (the Loan) serviced by ****************************************.(SST).

  
  ******** has reviewed the information provided by the Customer and located the check in the amount of $17,398.00.  ******** has sent the funds to SST and has instructed SST to post the funds with a received date of January 24, 2024. SST will update the account information with one or more *************************** as of February 29, 2024.  

  
  Based on the above information, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/13/2024

  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.

  Date: 2/10/24 My account was locked for unknown reasons. Unable to verify my identity because my phone number "doesn't match the name on the account." I need an affidavit to verify my identity. An affidavit was never sent. Unable to verify my identity and now locked out of my account with nearly $10k in it. According to them, there is no other way to verify idenitiy.

  Business Response

  Date: 02/20/2024

  BBB Response ****
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on February 13, 2024. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to accessing their ************** Account (OSA).
  On February 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 transfer and attempted unsuccessfully to contact the Customer to address the security concerns.Consequently, the Bank restricted the **** On February 10, 2024, the Customer contacted the Bank, 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 13, 2024, the Customer contacted the Bank requesting to close their account and transfer the funds to a linked account. The Bank successfully resolved security concerns for an outgoing transfer to the linked account and closed the ****
  Based on the above details, the Bank kindly requests this complaint to be closed.