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:05/30/2025

  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 a High Yield Savings Account (HYSA) with Marcus by Goldman Sachs after it was recommended by friends. I moved my money from Synchrony, expecting the same ease of access. I deposited funds from my Wells Fargo checking account, but when I tried transferring them to my new Navy Federal Credit Union checking account on May 24 due to an emergency, the transfer was declined—even after a representative told me everything was fine.
  
  I called again and was told they couldn’t help. I called the next day, and another rep offered to send a wire transfer instead. Two hours later, I received another decline notice. I called again, and after a long hold, the rep told me she couldn’t help either. When I asked for a supervisor, I was told Marcus does not allow transfers to new checking accounts that didn’t originally fund the HYSA. I was never told this before.
  
  I asked when I could access my money—she couldn’t provide a timeline. This is not a CD with withdrawal penalties; it’s a HYSA advertised with “no hassle” transfers. Yet I’ve faced nothing but stress and delays while urgently needing access to my own money.
  
  My original Wells Fargo account is now closed, so I cannot transfer the funds back there. I feel misled by Marcus’ marketing and deeply frustrated by the lack of transparency and poor customer service.
  
  This is not a minor amount—we’re talking about thousands of dollars. I’ve called multiple times, been given inconsistent answers, and still don’t have access to my money.
  
  I am requesting the immediate release of my full balance to my Navy Federal Credit Union account, written clarification on withdrawal policies, and permanent closure of my Marcus HYSA once my funds are transferred.

  Business Response

  Date: 06/04/2025

  BBB Response Santiago-Penalo
  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 May 30, 2025. The Bank appreciates the opportunity to address the concerns raised by *********** *************** (the "Customer”) related to transferring funds from their Online Savings Account (“OSA”).
  On May 25, 2025, the Customer initiated an outgoing transfer request from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the transaction and sent a notification to the Customer’s email to address the concerns. Subsequently, the Bank declined the transfer.
  On May 27, 2025, the Customer contacted the Bank regarding the declined transfer. To resolve the security concerns, a Bank specialist informed the Customer that the funds needed to be returned to the funding account. However, the following day, the Customer initiated the closure of their account with the funds being transferred to the same external account. Consequently, the Bank identified the same security concerns and declined the transfer.
  After further review of the Customer’s account, the Bank made an exception to allow for a transfer to the Customer’s linked account. As the Bank requires authorization, the Bank requests the Customer call the Bank toll-free at ************** ***************), Monday to Friday, 8 am – 10 pm, Saturday to Sunday, 9 am – 7 pm ET.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/10/2025

  
  
  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:05/30/2025

  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 deposited a check for $50,000 into my bank account sometime around April 18, 2025. I can't give you the exact date because I have been denied access to my account. The check was a personal check written out to me from the lawyer handling my aunt's estate. The money showed as available in my account within a day or two. On April 29, I withdrew (transfered) about $9,000 to use to pay my daughter's college tuition. I had no issues withdrawing the money. On May 25, I logged into my account and electronically requested to transfer $12,000 to pay for property improvements. On May 26, my account was locked and I have not had access to it sense then. I called the bank to find out why and they said they needed to verify the authenticity of the $50,000 check that was deposited on April 18th (ish) by calling the bank the check originated from. So, on Tues I called back to do this 3 way call with the bank to verify the check. The call was placed by my bank to the other bank while I waited on hold. After a short wait they connected with me and said the other bank does not verify by phone so I would just have to wait for a supervisor to review and make a decision on how my bank would handle this situation. I then called that bank myself (Madison County Bank in Madison, NE.) and spoke to an employee named **** who I explained my situation to and asked if she could help. She said absolutely, just have your bank call and ask to talk directly to me. So I called my bank back and told them we could call and **** could verify the check. I called back and the person I spoke with was unwilling to help me or call the Madison County Bank. I was told I would need to wait 2-3 business days to give the supervisors time to analyze the situation. My husband has separate joint accounts with me at the bank (about $13,000) which he is now also not being allowed to tranfer out. We therefore had to go to our local bank today and take out a loan to pay our contractor for the $12,000 we owe him.

  Business Response

  Date: 06/04/2025

  BBB
  Response Gronewold
  ID
  23395865
  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
  May 30, 2025. The Bank appreciates the opportunity to address the concerns
  raised by **** ********* (the "Customer”) related to accessing their Online
  Savings Accounts (“OSA”).
  On
  April 18, 2025, the Bank received an incoming check deposit to the Customer’s
  OSA (account ending 2968) from an external account. On May 7, 2025 and May 23,
  2025, the Bank received withdrawal requests to external accounts from the
  Customer’s OSA (account ending 2968). During the transfer processing reviews,
  the Bank identified security concerns regarding the verification of the check
  previously deposited. Consequently, the Bank restricted the accounts until the
  security concerns could be resolved.
  On May 26, 2025 and May 27, 2025, the Customer contacted the Bank
  regarding their account access. To resolve the security concerns, a Bank
  specialist confirmed the previous transactions had been authorized by the
  Customer. Additionally, the Bank specialists attempted to conduct three-way
  calls with the Customer and the external institution to verify the check
  deposit; however, the attempts were not successful.
  After
  further review of the Customer’s profile, on June 2, 2025, the Bank resolved
  the remaining security concerns surrounding the verification of the check and
  restored the Customer’s online banking access.
  Based on the above details, the
  Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:05/28/2025

  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 believe this account has been assigned to me in error, as I am not liable for the debt in question.
  
  I have no contractual obligation with GS BANK USA and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since GS BANK USA has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.
  
  I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  Business Response

  Date: 06/05/2025

  
  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the Apple Card
  via the Better Business Bureau (“BBB”) Complaint Portal on May 29, 2025. The
  Bank appreciates the opportunity to address the concerns raised by ******
  ***** (the “Customer”) related to validation of the debt owed for the Apple
  Card.
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened an Apple Card and
  consented to the Apple Card Customer Agreement on October 31, 2021. As stated
  in the Apple Card Customer Agreement, the Bank may report information about
  the account to the Credit Reporting Agencies, which includes but is not
  limited to Late Payments, Missed Payments, or other defaults on the account.
  Additionally, this agreement details the Customer’s payment obligations
  including that the Customer promises to pay all amounts charged to the
  account under the agreement, including all transactions and all other amounts
  billed. The cardholder can reference the “Promise to Pay” section of the
  Apple Card Customer Agreement.
  The account was charged off on January 31, 2023, as a result of the customer
  failing to make a payment to satisfy the minimum amount due by July 31, 2022.
  The Bank confirmed the account was reported accurately to the Credit
  Reporting Agencies. However, after review, the Bank confirmed Experian is not
  reporting the account. The Bank submitted a request to Experian to update
  reporting. The Customer should allow 30 days for the changes to reflect on
  the credit report. The Bank is obligated to report accurately to Credit
  Reporting Agencies and is unable to update the Customer’s credit reporting.
  The Bank sent the Customer the requested documents on June 3, 2025,
  validating the Customer's debt including a copy of the Apple Card Customer
  Agreement and 12 months of statement history showing records of transactions
  and payments to validate the balance and the debt owed. The Customer is
  responsible for the balance on the account in the amount of $5,171.54.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:05/26/2025

  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 had a savings account with Marcus by Goldman Sachs that held approximately $5,000. Without proper warning or a 30-day notice, my account was abruptly closed, and I was told it was due to “escheatment.” However, I had recently accessed and used this account, and there was no inactivity or neglect on my part. After multiple phone calls, Marcus representatives gave conflicting information. One agent claimed a letter had been sent, but another confirmed no letter was sent to me, which violates standard escheatment notification procedures.
  
  I was also told that a check would be mailed to me, but as of now, no check has been issued or sent, and no tracking information has been provided. This situation has caused unnecessary stress, delays in accessing my own money, and a total lack of transparency or accountability from Marcus.
  
  I am requesting that Marcus promptly send the full amount of my funds, provide tracking for the check, and give a clear explanation as to why my account was closed without due notice.

  Business Response

  Date: 06/03/2025

  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 May
  27, 2025. The Bank appreciates the opportunity to address the concerns raised
  by ****** ******* (the "Customer”) related to the closure of their Online
  Savings Account (“OSA”).
  On
  May 21, 2025, the Bank conducted a review of the Customer’s account and made the
  business decision to close the OSA. The following day, the Customer contacted
  the Bank regarding the closure of their OSA and a Bank specialist opened an
  investigation into the Customer’s concerns.
  After
  further review, the Bank identified that the Customer’s OSA had been
  erroneously closed.  On June 2, 2025, the
  Bank re-opened the OSA and credited the funds with the appropriate interest.
  Due
  to the experience, the Bank will be providing a credit to the Customer's
  account as a token of goodwill in the next five business days.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/03/2025

  
  
  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:05/26/2025

  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 have had a terrible time with Marcus. I tried to move my money (to external accounts) and it kept getting reversed back to Marcus. I called numerous times to resolve the situation and each time they kept changing their responses. First, they said, you can only transfer back to original external sourcing account. I did this as they instructed and it was reversed again. Then I called again, this time they said, the transfers have to be exact, to the penny, so I did this and it was reversed again. I called back and the agent said they would help me close the accounts and transfer the money. This also didnt work as the agent sent it to the wrong accounts. Called back again, the agent corrected the situation, money was transferred and accounts were closed. But, today they called me and said they need to verify one of the external accounts and there is a possibility they may reverse the transfer due to verification, they also locked me out the app once I said I will be calling my lawyer and that I too have recorded the conversations. I will have to call the external account and close it before they try a reversal, PLEASE stay was from this online bank, awful, awful experience. I try never to leave negative reviews but this is unacceptable and has tried my patience. Never ending 3-4 week fiasco with this bank.

  Business Response

  Date: 06/02/2025

  BBB Response Picinic
  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 May 26, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******* (the “Customer”) related to accessing the funds on their accounts.
  On May 12, 2025, and May 13, 2025, the Customer initiated multiple outgoing transfer requests from their Online Savings Account (“OSA”) (account ending in ****) to separate external accounts. During the transfer processing reviews, the Bank identified security concerns regarding the transfers and contacted the Customer to address the concerns. To resolve the security concerns, a Bank specialist confirmed that they authorized the transfers and advised that the funds needed to be returned to the respective funding account. Subsequently, the Bank declined the transfers.
  On May 14, 2025, the Customer initiated the closure of their OSA (account ending in ****) with the funds being transferred to one of the funding accounts. However, the Bank identified the same security concerns as the funds needed to be sent to the respective funding accounts. Consequently, the Bank declined the transfer.
  On May 19, 2025, the Customer contacted the Bank to close their OSA (account ending in ****) and Certificate of Deposit (account ending in 8613) and transfer the funds to the respective funding accounts. On May 21, 2025, the Bank successfully completed the closure of the accounts.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 06/04/2025

  
  
  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:05/23/2025

  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 USA, I do not
  have a contract with Goldman Sachs Bank USA, they did not provide me with the original contract as i requested

  Business Response

  Date: 06/02/2025

  
  
  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the Apple Card via the Better Business Bureau (“BBB”) Complaint
  Portal on May 27, 2025. The Bank appreciates the opportunity to address the
  concerns raised by *********** ******* (the “Customer”) related to validation
  of the debt owed for the Apple Card and credit reporting for the Apple Card.
  
  The Bank conducted an investigation and confirmed no Bank error occurred.
  According to the Bank’s records, the Customer opened an Apple Card and
  consented to the Apple Card Customer Agreement on June 9, 2022. As stated in
  the Apple Card Customer Agreement, the Bank may report information about the
  account to the Credit Reporting Agencies, which includes but is not limited
  to Late Payments, Missed Payments, or other defaults on the account. The
  account was charged off on August 31, 2024, as a result of the Customer
  failing to make a payment to satisfy the minimum amount due by February 29, 2024.
  The Bank successfully delivered Statement Available Reminders, Payment Due
  Reminders, Missed Payment Reminders, and Eligible for Credit Bureau Reporting
  reminders to the email address on file. 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 is obligated to report accurately to Credit Reporting
  Agencies and is unable to update or remove the trade line from the Customer’s
  credit report.
  
  The Bank sent the Customer the requested documents on May 29, 2025,
  validating the Customer's debt including a copy of the Apple Card Customer
  Agreement and 27 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 $863.11 provided
  in the latest statement from August 31, 2024.
  
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:05/20/2025

  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.

  Will not. Give money belonging to me from deceased parent holding account w marcus

  Business Response

  Date: 05/27/2025

  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
  May 20, 2025. The Bank appreciates the opportunity to address the concerns
  raised by Mark ******* related to the beneficiary payout on ***** *******’ (the
  “Deceased Customer) account.
  On April 7, 2025, the Bank mailed Mr. ******* the
  appropriate documentation to receive their payout on the Deceased Customer’s
  account. On April 28, 2025, the Bank received the documents from Mr. *******;
  however, the Bank declined the documentation as it had been incomplete.
  On April 30, 2025, and May 22, 2025, the Bank mailed Mr.
  ******* the appropriate documentation to proceed with the payout of the Deceased
  Customer’s account. Currently, the Bank is waiting to receive the completed
  documentation from Mr. ******* to process the payout of the account.
  Based on the above details, the Bank kindly requests this
  complaint to be closed.

• Initial Complaint

  Date:05/20/2025

  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’m trying to make a transfer to my personal account , yet my account is locked and under review I’m not sure why when I answered everything correctly with representative . I just need my money sent to my capital one account and this account closed this has been a nightmare

  Business Response

  Date: 05/27/2025

  BBB Response Hunter
  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 May 20, 2025.  The
  Bank appreciates the opportunity to address the concerns raised by ******* ****** (the “Consumer”) related to accessing their Online Savings Account
  (“OSA”).
  On May 19, 2025, and May 20, 2025, the Consumer initiated multiple
  outgoing transfer requests from their OSA to an external account. During the
  transfer processing reviews, the Bank identified security concerns regarding the
  transactions and restricted the OSA. Due to the ongoing security concerns, the
  Bank made a business decision to close the account.
  Based on the above details, the Bank kindly requests this complaint
  to be closed.

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I would like to wait until my funds have been transferred 
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/20/2025

  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 paid a dental bill for my son ******* ******* to a Dr. ***** ********* *** ** ******* ** ** ************ *** ***** in the amount of 1108.00. I charged this amount to my Marcus GM by Goldman Sachs credit card. This amount was disputed by me to the credit card company for a number of reasons but later ruled in Dr. ********** favor by Marcus GM credit card and the provisional credit reversed in May, 2024. I was rebilled $1108.00 and I paid the credit card company 1108.00 with the final payment concluded September, 2024. I was just informed that they were putting this amount in collections as Marcus GM had not paid Dr. ********** office according to his accounts payable personnel as of 4-15-2025. I have reached out to Marcus GM requesting proof of payment to Dr. ******** at least 11 times or more. The last three times I was promised on two occasions a letter from the BACK OFFICE ?? and two letters sent to my email stating that I paid Marcus GM credit card and that they had paid Dr. ******** office and the date.I have received NOTHING. Today I was on the phone over 30 minutes or more just going in circles with the rep (Karen) from Marcus to no avail. Last week a Spanish speaking supervisor, a gentleman with a Hispanic accent all telling me something would be sent either immediately or within five to seven business days. Again I have nothing but the threat of being sued for a bill which they should have paid.

  Business Response

  Date: 05/27/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
  related to the GM Card via the Consumer Financial Protection Bureau (“CFPB”)
  Complaint Portal on May 24, 2024. The Bank appreciates the opportunity to
  address the concerns raised by ******** ******* (the “Customer”) related to a
  transaction dispute with the merchant ***** ******** *** in the amount of
  $1,108.00.
  The Bank conducted an investigation, and an inadvertent communication error
  occurred. The Customer contacted the Bank on May 15, 2025 requesting
  documentation the transaction with merchant ***** ******** ***-PA 516 in the
  amount of $1,108.00 payment was provided. A Bank specialist misinformed the
  Customer that proof of the transaction would be sent. According to our
  records the Customer made the purchase with merchant ***** ******** ***-PA
  516 in the amount of $1,108.00 that posted on September 7, 2023. The Bank is
  unable to provide the requested document. The  Customer may refer to the
  August 25 - September 24, 2023 statement.
  The Customer disputed the transaction on October 25, 2023, and January 27,
  2024. The Bank applied a temporary credit 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 agreed to
  the merchant’s terms to pay the amount owed that was not covered by
  insurance. As a result, the temporary credit that was applied to the
  Customer’s account was reversed on January 17, 2024, and April 18, 2024. The
  Bank sent the Customer an email detailing the dispute outcome. The Bank
  attempted to contact the Customer on May 27, 2025 but was unsuccessful.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

• Initial Complaint

  Date:05/14/2025

  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 created a HYSA with Marcus on 4/7/25, via the Marcus app and I was able to link my PNC bank account to set up a transfer. On May 2, 2025, I initiated a $7000 transfer back to my PNC Account. My request was declined, and I was informed by Goldman Sachs that it was because I requested it be transferred to the account number from which my money was drawn but since GS/Marcus utilized an outside source, Plaid, who encrypts their transaction by creating a fake account number that the transfer would have to be directed through the same fake account number. This has been escalated a number of times to supervisors and their security team. We even spoke on 3-way with a representative of PNC Bank who verified my acct. no. but still my money has not been returned to me. My account is now frozen, and I keep being told that it is being investigated over and over again but I still have no answers 12 days later! I have a commitment that I need those funds before the end of this week or lose out on this opportunity which is detrimental to me and my family! I would like all of my money returned to my bank account immediately and this account closed.

  Business Response

  Date: 05/21/2025

  BBB Response Ebanks
  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 May 14, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the "Customer”) related to accessing their Online Savings Account (“OSA”).
  On May 2, 2025, the Customer initiated an outgoing transfer request from their OSA to an external account. During the transfer processing review, on May 5, 2025, the Bank identified security concerns regarding the external account and contacted the Customer to address the security concerns. During the call, a Bank specialist informed the Customer that the funds needed to be transferred to the original funding account.
  On May 8, 2025, the Customer initiated an additional outgoing transfer request. However, the Bank identified the same security concerns and declined the transfer. Later that same day, the Customer contacted the Bank regarding the transfer request. During the call, a Bank specialist attempted to conduct a three-way call with the Customer and the external institution to verify the ownership of the external account; however, the external institution was unable to provide the required information and the security concerns remained.
  After further review, on May 14, 2025, the Customer contacted the Bank regarding their account access and a Bank specialist resolved the security concerns regarding the external account. Subsequently, the Bank specialist restored the Customer’s online banking access. However, due to an inadvertent error, the Customer experienced a delay in transferring their funds.
  After further review, on May 16, 2025, the Bank completed the Customer’s request to close the OSA and mailed the funds via check to the Customer’s address on file.
  Based on the above details, the Bank kindly requests this complaint to be closed.