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:08/30/2023

  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.

  Dear BBB, I am lodging a formal complaint against Marcus for locking my account without cause. Despite repeated attempts to mail them a notarized affidavit of identity and resolve the issue through their customer service, ******************** has not provided a satisfactory response or unlocked my account. Its very irresponsible for a bank to lock accounts so randomly and I want to make sure my funds are still secured and my *****************.

  Business Response

  Date: 09/07/2023

  BBB Response Meng
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 31, 2023. The Bank appreciates the opportunity to address the concerns raised by ********************* (the Customer) related to their ************** Account (OSA) access.
  On August 19, 2023, the Bank identified security concerns regarding a linked external account and restricted the Customers OSA. Subsequently, the Customer contacted the Bank regarding access to their account; however, the Bank could not clear the security concerns. As an alternative verification method, the Bank requested an Affidavit of Identity ***** from the Customer, which was mailed on August 21, 2023.
  On August 31, 2023, the Bank received the *** from the Customer. The following day, the Bank approved the documentation; however, a Bank specialist restored the Customers online access without verifying the linked account with the external institution.
  On September 6, 2023, the Bank conducted another review of the external account and identified additional security concerns. The Bank attempted unsuccessfully to contact the Customer to advise that the incoming funds from the external account need to be returned to the external account and restricted 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, to clear the restrictions and initiate the transfer to the external account.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/30/2023

  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 have had issues with my Marcus account for over 3 months and have been trying to have my funds deposited back into my bank account. They have locked my accounts and Im unable to get it back.The representatives have told me multiple times that an affidavit will be sent to me to confirm my identity, but it never arrived. After, multiple times of not receiving the affidavit I was told that the funds would be transferred to the account were the funds came from and it never was.I have called the service line more than 10 months and have waited for over 3 months and nothing. I have asked to speak to a manager multiple times and they have told me that no one is available and that they will call be back in 2 days, but never do.They have over $30,000 of mine and wont alllow me to get it back.

  Business Response

  Date: 09/07/2023

  BBB Response Alcazar
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced
  complaint via the Better Business Bureau Complaint Portal on August 31, 2023. The Bank
  appreciates the opportunity to address the concerns raised by *********************** (the Customer) related to
  accessing their ************** Account (OSA).
  On July 3, 2023, the Customer initiated an incoming transfer from a linked external account to their ****
  The Bank identified security concerns regarding the external account and restricted the **** On July 7,
  2023, the Customer contacted the Bank regarding their account access, and a Bank specialist informed
  the Customer of the Banks decision to close their account. Unfortunately, a Bank specialist incorrectly
  informed the Customer that the account will be closed via check.
  On August 9, 2023, the Customer contacted the Bank regarding their account access; however, the Bank
  was unable to clear the security concerns. As an alternative verification method, the Bank advised an
  Affidavit of Identity ***** could be sent out or the funds can be sent to the original funding account.
  On August 30, 2023, the Customer contacted the Bank and initiated two outgoing transfers to the
  respective funding accounts; however, due to an inadvertent error, the transactions were subsequently
  declined. On September 7, 2023, the Customer attempted to transfer the remaining balance of the
  funds to their linked account but, the Bank declined the transaction as the funds needed to be
  transferred to the original funding accounts. Due to the experience, the Bank has provided the Customer
  with a credit to the account as a token of goodwill.
  The Bank will contact the Customer on September 8, 2023, to re-initiate the outgoing transfers to the
  original funding accounts.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/30/2023

  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 any late payments with Goldman Sachs Bank I do not have contract with Goldman Sachs Bank ********* did not apply with to any Apple credit card .They also have incorrect information in there report .Apple card ID incorrect and it is not my.They did not provided me with the original contract as I requested

  Business Response

  Date: 09/06/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on August 30, 2023. The Bank appreciates the opportunity to address the concerns raised by ******** (the Consumer) related to late payments and identity theft.
  
  The Bank conducted an investigation and confirmed no error occurred. The Consumer contacted the Bank directly on August 22, 2023 to report identity theft. Based on the Banks investigation, the Bank closed the account as confirmed ID Theft on August 30, 2023. The Bank submitted a request to have the inquiry and trade line removed from the Consumers credit report on August 30, 2023. The Consumer should allow up to 30 days for the change to reflect on the Consumer's credit reporting. The Consumer is not responsible for the account or any associated late payments.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:08/29/2023

  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.

  Account name: GS BANK USA GENERALMOTORS
  Amount : $9016 Date Opened : 3/11/2023 Account # ****************
  
  According to 15 USC 168i(15) the credit bureaus have to modify or delete accounts and Inquires that are not reporting accurately.
  According to 15 USC 1681b(1) the credit bureaus don’t have no written permission
  According to 15 USC 1681 have the right to privacy
  According to 15 USC 168s-2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate .
  (B) Reporting information after notice and confirmation of errors
  According to 15 USC 1681 I have the right to privacy
  According to 15 USC 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
  (B) Reporting Information after notice and confirmation of errors
  A person shall not furnish information relating to a consumer to any consumer reporting agency
  (i) The person has been notified by the consumer, at the address specified by the person for such
  Notices, that specifies information inaccurate, and
  (ii) the information is, in, fact, inaccurate.
  The credit bureaus have no respect for the laws.
  Someone needs to hold them accountable for this.

  Business Response

  Date: 09/01/2023

  Goldman
  Sachs Bank USA (the “Bank”) received the above-referenced complaint related to
  the GM Card via the Better Business Bureau (“BBB”) Complaint Portal on August
  29, 2023. We appreciate the opportunity to address the concerns raised by *****
  ********* (the “Customer”) related to a fraudulent account.
  
  The Bank conducted an investigation and confirmed an account was booked on March 11, 2023. The account is currently under review. The Bank requires
  additional time to complete the investigation and will respond to the Customer
  within 10-days. If the Customer has any additional questions or concerns, the
  Bank is available by phone at ###-###-####.
  Based
  on the above details, we kindly request this complaint to be closed. 

• Initial Complaint

  Date:08/28/2023

  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 the debt with GS Bank USA - General Motor, I do not have a contract with Marcus by Goldman Sachs, they did not provide me with the original contract as i requested.

  Business Response

  Date: 09/01/2023

  Goldman
  Sachs Bank USA (the “Bank”) received the above-referenced complaint related to
  the GM Card via the Better Business Bureau (“BBB”) Complaint Portal on August
  28, 2023. We appreciate the opportunity to address the concerns raised by ****
  ****** (the “Customer”) related to an unauthorized account opening.
  
  The Bank conducted an investigation and confirmed an account was booked on October 8, 2022. The account is currently under review. The Bank requires
  additional time to complete the investigation and will respond to the Customer
  within 10-days. If the Customer has any additional questions or concerns, the
  Bank is available by phone at ###-###-####.
  Based
  on the above details, we kindly request this complaint to be closed. 

• Initial Complaint

  Date:08/26/2023

  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.

  Marcus by Goldman Sachs is illegally attemting to collect a debt that has been discharged by the United States Bankrupcy Court of the Southern District of texas. They have been notified at a minium of 6 times by the Court or my self that the debt is discharged and I am no longer liable for this debt. The continue to contact my attempting to collect this debt, they continue to report to the credit Agencies that I owe this debt. This is a Violation of the united stated Bankruptcy protection act. I have a ltter from Marcus by Goldman Saches data August 18 2023 that is a clear criminal Act status that I owe them money, I want this collection to stop, I want this removed from every credit agency and I want there accounts updated showing is discharged and no longer owed. Failure to do so will result in a lawsuit. *************

  Business Response

  Date: 09/01/2023

  BBB Complaint
  ******* #******** (Rec’d August 26,
  2023)
  Marcus
  by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
  above referenced complaint via the Better Business Bureau (“BBB”) Complaint
  Portal on August 26, 2023. The Bank appreciates the opportunity to address the
  issues raised by ****** ******** ******* (the “Customer”).
  The
  Bank conducted an investigation into the Customer’s complaint and has confirmed
  the Customer's bankruptcy. The Bank will update the Customer’s account status to
  reflect as bankruptcy and update the Consumer Reporting Agencies. 
  Based on the above information, the
  Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/25/2023

  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 ********************** ,they did not provide me with the original contract as I requested

  Business Response

  Date: 08/31/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB)Complaint Portal on August 28, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to validation of debt.
  
  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank has no record of the Customer requesting a validation of the balance owed prior to August 28, 2023. The Bank sent the Customer documents on August 30, 2023 validating the Customer's debt including a copy of the Apple Card Customer Agreement and 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 $11,391.68 provided in the latest statement from December 31, 2022. The Bank is unable to provide the Customer with signed documents as the Customer electronically consented to the Apple Card Terms and Conditions by completing the application and opening the account. The Bank is unable to remove the trade line or inquiry from the Customers credit report.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:08/25/2023

  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.

  I regularly contributed money to my Marcus account over the course of 2 years with no complaint. On June 26, I initiated a relatively large transfer out of the account to contribute towards a down payment on a new house. It initially appeared that the transfer had gone through. However, 2 days later, I received notice that the money had been returned to the bank and the account temporarily locked for security reasons. I can understand the bank's caution and desire to verify that this transfer was indeed initiated by me, the account owner. However, there are no excuses for the atrocious customer service that ensued.
  
  As soon as I found out my account had been locked, I called the service center and provided information (including a secret word) that should identify me as the rightful account owner. However, the bank could not verify my identity and therefore said they would send an affidavit of identity. I waited patiently for over a week before calling to inquire whether or not the affidavit had indeed been sent. I did not receive a clear answer; simply instructions to "call again in 3-4 business days". This routine repeated multiple times until at last, the affidavit arrived on July 19. I immediately had the affidavit notarized and sent back to Marcus. The notarized affidavit was delivered to Marcus on July 24. I called the Marcus service center again on July 28 to confirm receipt of the affidavit of identity and check in on the status of my account. Once again, I was advised to call back in 3-4 business days...
  
  It's now August 25, 2 months after my account was "temporarily" locked. All I want is to regain access to my account, which contains a large portion of my hard-earned savings. I cannot begin to describe how stressful this experience has been, and I've given up trying to get updates from Marcus customer service. Please help.

  Business Response

  Date: 09/01/2023

  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
  August 25, 2023. The Bank appreciates the opportunity to address the concerns
  raised by ****** ****** (the “Customer”) related to accessing their Online
  Savings Account (“OSA”).
  On June
  27, 2023, the Bank received a transfer request from the Customer’s OSA to an external
  account. The Bank identified security concerns regarding the transfer, declined
  the transaction, and restricted the account until the security concerns could
  be resolved.
  On June
  29, 2023, the Customer contacted the Bank regarding their account access, but
  the Bank was unable to clear the security concerns. As an alternative
  verification method, the Bank requested an Affidavit of Identity (“AOI”) is from
  the Customer. The AOI was later
  received by the Bank on July 26, 2023.
  On July
  28, 2023, and August 10, 2023, the Customer contacted the Bank for an update on
  their account access; however, due to an inadvertent error the reviewed of the
  AOI was delayed. On August 30, 2023, the Bank reviewed the documentation and
  restored the Customer’s online account access.
  Due to
  the Customer’s experience, the Bank will be providing a credit to the Customer’s account as a
  token of goodwill within the next five business days.
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 09/07/2023

  
  
  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. My account access was indeed restored on Aug 30, and I have received a $25 credit. I hope that Marcus is able to amend it's customer service practices to prevent this sort of delay in re-opening temporarily-locked accounts again. It shouldn't take a complaint to the BBB to achieve this outcome.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/25/2023

  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 never received my august bill. I was contacted by company and told i had to pay 378. To not get a negative on my credit report when my past due was 170 something. My next bill would be due in September 13. ut if i didnt pay 300 something i was going to get a past due on my credit report.

  Business Response

  Date: 08/31/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on August 25, 2023. We appreciate the opportunity to address the concerns raised by *************************** (the Customer) related to obtaining statements and past due reporting.
  
  The Bank conducted an investigation and confirmed no Bank error occurred. The Bank did not receive the required minimum amount due by August 13, 2023. As a result, the account received a past due fee of $29.00. Currently the account has a minimum due of $378.00, which includes the previous months minimum due of $171.00 and the past due fee of $29.00. The Bank sent Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for Bureau Reporting reminders to the email and physical address provided by the Customer. The Customer was reported current with no negative reporting. The Bank confirmed reporting is accurate as of the last furnishing. The past due amount is reported to the credit bureaus once it is 30 days past the due date of August 13, 2023.
  Based on the above details, we kindly request this complaint to be closed. 

• Initial Complaint

  Date:08/24/2023

  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 closed my online saving account for no reason. I still have $4000 in its saving account but I cant transfer it to my other accounts or access Marcuss online account now.

  Business Response

  Date: 09/01/2023

  BBB Response ****
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 25, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to closing their ************** Account (***).  
  On August 13, 2023, the Customer opened, and subsequently funded an **** On August 24, 2023, the Bank conducted a processing review and identified security concerns regarding the Customers identity and restricted the **** Later that same day, the Customer contacted the Bank regarding their account access, and was informed of the Banks decision to close their account.
  On August 30, 2023, the Bank sent an e-mail to the Customer requesting that the they contact the Bank to assist with transferring their funds back to the original funding accounts. Subsequently, the Customer contacted the Bank later that day,and a Bank specialist inadvertently informed the Customer that the funds are in the process of returning to the ****
  Due to the Customers experience and delay in closing the **** the Bank will provide the Customer a credit within the next five business days, to their *** as a token of goodwill.
  Currently,the Bank remains unable to identify a verified phone number to contact the Customer. 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 to provide authorization on transferring the remaining balance of the *** funds to the original funding accounts.
  Based on the above details, the Bank kindly requests this complaint to be closed.