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:09/25/2023

  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.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. GS BANK USA ************ $2,824 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 10/02/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on September 25, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the Customer)related to credit reporting.
  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the account on September 20, 2019. During the application process, the Customer is provided with and must consent to the Apple Card Terms and Conditions, which discloses that the Customer agrees that the Bank may report information to the ************************* regarding the account, which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  The Customer is responsible for the balance on the account of $2,824.00 provided in the latest statement generated January 31, 2023. The Bank sent the Customer documents validating the Customer's debt including a copy of the Apple Card Customer Agreement and all months of statement history showing records of transactions and payments to validate the balance and the debt owed on September 27, 2023.
  The Bank confirmed the credit reporting is correct and accurate, the Bank is obligated to report accurately to credit reporting agencies. The Bank is unable to remove the account from the Customers credit report.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:09/22/2023

  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 have a GM card with $2,400 on it that could be used towards purchases or maintenance. They have since sent me a Marcus by Goldman Sachs card, I was told this can be used for new purchases only. I spent thousands to get up to this amount. I have used this for oil changes, tire rotations and such in the past. I was told I can use it for up to $200/yr. They denied this and charged me $79 for an oil change. I would like reimbursement and this to be changed.

  Business Response

  Date: 09/28/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on September 22, 2023. We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to rewards redemption and monetary relief.
  
  ******** conducted an investigation and confirmed no Bank error occurred. The Customer was contacted on September 25, 2023, and provided options for reward redemption based on the current ** Card owned. This ** Card only allows redemption of points toward a new purchase or lease. The Customer was given the option to transfer to a My ** Rewards Card. The My ** Rewards Card allows redemption towards service. The Customer declined the offer; however, the option to transfer will still be made available for future requests. ******** is unable to credit back the $79.00 as requested. As a courtesy, the Bank provided a goodwill credit of $25.00 on September 25, 2023, to the Customers statement balance.
  
  Based on the above details, we kindly request this complaint to be closed. 

• Initial Complaint

  Date:09/22/2023

  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.

  Wife and I are retirees buying a house and closing on 9/22 and need to transfer money to ************* Escrow. On 9/18 we called Marcus ************ to wire transfer to **************** but Marcus refused. They can only ACH to my linked external account ************************ CCU and will take 1-3 days. They processed, verified , submitted, authenticated and posted the transfer. On 9/20 Marcus reversed the transaction in the afternoon without notice giving us no chance to speak to a supervisor or specialists who has information. On 9/21 starting at 6:05 am PST my son and spoke to at least 9 different specialist 9 different times. This lasted up to 3pm PST. Each specialist gave us different information from authentication to security to large amount to a different external account and a hold since money in savings account is not over 90 days . ******* from Fraud and security gave us clearance and said there are no restrictions regarding authentication and security Sspecialist ****** said we should transfer to external account Chase and not CCU because my son and I are co-owners of Chase account and so we did. We followed up with Specialist ********* who confirmed that transfer was declined. We asked fora manager or super but was sent to specialist ****** who said we cannot transfer nor close the Savings due to a new 90 day policy that they admitted they failed to inform us before submitting transfer requests. Finally before 3pm ****** helped us close the account and said it will take another 1-3 days with no guarantee that we will get our money. He mentioned that all those specialists submitted transfers but none of them were cancelled even though they were reversed or declined by Marcus thus causing confusion and delays and that the fastest way is to close.Due to these delays we failed to meet the escrow closing date of 9/22 and will be liable for penalties and rate increases. We are still waiting for our money at Chase. Please help.

  Business Response

  Date: 09/29/2023

  BBB Response Danila ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above referenced complaint via the Better Business Bureau Complaint Portal on September 22, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to a transfer from their ************** Account (OSA).
  On September 18, 2023, the Customer contacted the Bank requesting an escrow wire transfer from their OSA to a third party. Unfortunately, the Bank could not honor a request to wire funds to a third party, as the Bank requires transfers to be completed with an external account owned by the Customer. The Customer then requested an ACH transfer to an external account. During the transfer processing review, the Bank identified security concerns, and subsequently declined the transfer and restricted the customers OSA.
  On September 21, 2023, the Customer contacted the Bank, clearing the security concerns; however, the Bank specialist inadvertently did not inform the Customer that their funds must return to the original funding account. Later that day, the Customer contacted the Bank and requested to close their OSA. On September 22, 2023, the Bank successfully closed the Customers OSA and transferred the funds to the linked account. Due to the experience, the Bank will provide the Customer with a credit as a token of goodwill.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:09/19/2023

  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.

  Paid bill in full then was charged interest on the backend of $3.38. I was not informed and have been charged late fees on the interest. Contacted them by phone on September 19 after I received a letter in the mail stating I need to pay off the balance of $6.83. When I called the amount had gone up to $13.63. I explain to them that I had paid the bill in full. The $3.38 interest was added after the bill was paid. I believe that this was a mistake on their part. And did not receive an invoice for the three dollars. They have proceeded to charge late fees on that three dollar charge.

  Business Response

  Date: 09/27/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on September 20, 2023. We appreciate the opportunity to address the concerns raised by ***************** (the Customer) related to interest charges and past due fees.
  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer's account did not receive a payment for the statement generated on April 23, 2023, with a due date of May 20, 2023. As a result, the Customer was charged $3.24 of interest and a $29.00 late fee. Since the Customer did not pay the April monthly balance in full, the Bank charged interest on the May balance for the days until the Customer fully paid the monthly balance. The Customer paid the May monthly balance in full on June 19, 2023, so was charged interest on the balance for the dates of May 24, 2023 to June 19, 2023. As a result, the Bank charged trailing interest in the amount of $3.38 on June 23,2023. No payment has been received for the account balance since June 19, 2023.
  The Bank sent Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for Bureau Reporting reminders to the physical address provided by the Customer. To avoid interest charges, customers are required to pay the monthly balance in full as of the end of the previous cycle by the due date every month. If the monthly balance is not paid in full on or before the due date,customers are charged interest on the monthly balance for the days until the customer fully pays it off. This is also known as trailing interest.Additional details regarding how the Bank calculates interest can be found in the ** Card Customer Agreement. The Bank regrets the frustrations the Customer has experienced.
  Based on the above details, we kindly request this complaint be closed.

• Initial Complaint

  Date:09/18/2023

  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 accidentally paid the bill from a wrong account. I promptly paid from the correct account assuming like most credit cards I could cancel the wrong payment. Nope! I called and was told it takes 10 days to review for refund. This is absurd! but I waited 10 days to find out the payment was made successfully and will still remain. They have 2 payments! So I call again and there will be a 10 day review. Absolutely no excuse for this. Where is the customer service?

  Business Response

  Date: 09/25/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on (Date). We appreciate the opportunity to address the concerns raised by ************************* (the Customer) related to a payment refund request.
  
  ******** conducted an investigation and confirmed no Bank error occurred. The customer made two separate payments of $367.00 and requested a refund for one of those payments. A payment inquiry was submitted, and it was determined a refund will not cause the account to be considered late. As a courtesy, the Bank refunded the payment of $367.00 to the bank account ending in ****. Any interest that this payment would have removed has been added back and will be included in the next monthly statement.
  
  Based on the above details, we kindly request this complaint to be closed. 

  Customer Answer

  Date: 09/30/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/18/2023

  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.

  I am writing to express my extreme dissatisfaction and concern regarding my Marcus by Goldman Sachs savings account, which has been locked for two weeks now. On September 5th, I initiated a transfer of $2,000 from my ************** Account (OSA) to my checking account to facilitate my upcoming move to a new residence. The next day, I found out my account was locked and immediately contacted customer service. I provided all my identification information, including my Social Security Number, address, name, and a secret word. They even sent a OTP to my phone number and asked me to relay the code to them, which I did and was then told that my phone number "doesn't tie to my name". This doesn't make sense since i have received multiple OTP codes when registering for the **** After all that, I was told that they could not verify my identity and that an affidavit of identity would be mailed to me within **** days. I called again on September 12th to follow up since I haven't received the affidavit, only to be told to wait **** days. Finally, today on September 18th, I call again since the form is still no where to be found, only to receive the same unhelpful and unprofessional response from different customer service representatives. I tried suggesting that maybe they can send the form to me via my email address and I will then print it out, fill it in, get it notarized and send it to them but was bluntly declined. I was hung up twice and I was told that there is nothing I can do beside waiting for the form to arrive, no matter how long it takes. I have approximately $15,000 in my savings account, and it's simply ridiculous that my money is being held hostage. The inability to access my own funds has caused significant stress and disruption to my plans, especially as I am in the process of relocating. I demand immediate action to resolve this situation, including the expedited process of sending the affidavit of identity and unlocking my account.

  Business Response

  Date: 09/25/2023

  BBB Response Dang 20619262

  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced
  complaint via the Better Business Bureau Complaint Portal on September 18, 2023. The Bank
  appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to
  accessing their ************** Account (OSA).

  On September 5, 2023, the Customer initiated a transfer request from their OSA to a linked account.
  During the transfer processing review, the Bank identified security concerns regarding the Customers
  identity, declined the transfer and restricted the account until the security concerns could be resolved.
  On September 6, 2023, the Customer contacted the Bank regarding their account access; however, the
  security concerns remained. On September 25, 2023, the Bank contacted the Customer regarding their
  account access to authenticate the Customer, to clear the security concerns. Currently the Bank is in the
  process of restoring the Customers account access.

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

• Initial Complaint

  Date:09/16/2023

  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.

  Hello,
  I have contacted Goldman Sachs regarding a dispute in my Apple Card . I contacted via ‘chat’ and the customer representatives said that they have put the information regarding my dispute .The dispute gets ruled against me . I reopen the dispute and they send me an email to put more information, i answer to them saying i have already put information regarding my dispute, please check and let me know what information you have already received. They never answered to me . I contact the supervisor again via chat , they told me they never put any information regarding my dispute , and even the second dispute they never answered my email so now i can never fight my dispute . It was in the amount of $94.30 but i have spent so much more time and i would like a much bigger compensation.

  Business Response

  Date: 09/21/2023

  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 September 16, 2023. The Bank appreciates the opportunity to address
  the concerns raised by **** **** (the “Customer”) related to a transaction
  dispute with Bkghotel At Booking.c in the amount of $94.30 posted on January
  25, 2023.
  The Bank conducted an investigation and confirmed no Bank error occurred. The
  Customer disputed the transaction on February 16, 2023 and the Bank provided
  a temporary credit while investigating the dispute. Based on the evidence
  provided, the Bank resolved the dispute as cardholder liable on April 14,
  2023. The merchant provided evidence showing the Customer agreed to the
  merchant’s cancellation policy, the terms that the reservation is
  non-refundable, and that the property was provided with all amenities. The
  Bank reversed the temporary credit and sent an email detailing the dispute
  outcome on April 14, 2023.
  The Customer reasserted the dispute on September 6, 2023 and the Bank
  provided a temporary credit while investigating the dispute. The dispute currently
  remains open and under investigation for up to two billing cycles but no more
  than 90 days. The Customer can provide evidence by September 26, 2023, to
  support the claim such as correspondence with the merchant or pictures or a
  copy of what was booked verses what was received.
  The Bank did not locate any record of misinformation provided and is unable
  to respond to customers via email, only chat or phone call. The Bank is
  unable to provide monetary compensation.
  Based on the above details, the Bank kindly requests for this complaint to be
  closed.

  Customer Answer

  Date: 09/21/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Apple card support chat lied to me when i provided the information , they did not include my information in the dispute. Later on, i opened a dispute and answered to the email and they said it is too late as the deadline was September 13, now because i contacted BBB they apparently extended the time deadline just because they want to protect their reputation of lies. I will expect the compensation i requested $500 because of them lying over and over again to me or I will contact any agency in US to make sure their support doesn't lie to any more clients. I will contact every authority to make sure everyone understands how they manipulate their own clients. They are liers and liers .  STOP LYING . 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:09/12/2023

  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.

  An account for which I am a co-owner on has been locked for a second time. Neither instance was a result of fraud. The primary owner is a senior citizen that has difficulty with the phone verification system. As a result the first time the account was locked it was very hard on her even with my assistance. After that first instance she asked to add me as co-owner so I could handle any issues in the future for her. The account is once again locked but I was told I cannot get it unlocked for her since she is the primary owner. I basically have no ability even though I am listed on the account. She filled out the Power of Attorney form for Marcus and mailed it in on August 24th. I have followed up to see if it was received regularly since then. No one seems able to locate this document. Note that the address on the form does not match the address in the FAQs concerning the POA. We mailed the form to the address on the form in Cranberry Twp., PA

• Initial Complaint

  Date:09/11/2023

  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.

  On May 19, 2023, I, ***** *** ****, acting as power of attorney, opened a high yield savings account on behalf of my grandmother ******* ****.
  On May 25, 2023, a transfer of $25,000 occurred from a U.S. Bank joint account held by both my grandmother and myself to the Marcus High Yield Savings account.
  On June 28, 2023, I encountered a locked high yield savings account. Following instructions, I contacted Marcus customer service at ###-###-#### to restore access. During this call, my grandmother, who was with me, faced difficulties verifying her identity due to her Alzheimer's-related mental decline. I was advised to submit the Power of Attorney Form and an Affidavit & Indemnity of Attorney-in-Fact form.
  I sent the requested paperwork to Goldman Sachs at ** *** *****, Philadelphia, PA 19176-0379. Marcus confirmed receipt of the documents on 7/4/2023 at 2:08 PM. During that call, they indicated a need for more specific medical documentation regarding my grandmother's condition. On 7/18/2023, I contacted Marcus to clarify their requirements and subsequently provided the requested medical documentation along with a memorandum, mailing it on the same day. I conducted a follow-up call on 8/7/2023 and was told that the documentation was still under review.
  On 8/21/2023 we received notice via my grandmother's email that the high yield savings account had been closed.
  On 8/22/2023 I called Marcus to determine why the account had been closed and how the funds would be provided back to my grandmother. At this point I was unable to get any answers out of anyone and was instructed to call back in 3 business days and reference the Office of Document Review (ODR).
  As instructed, on I called on 8/25/2023 and was told we would receive a check within the next 5-7 business days. As of 9/11/2023, no check has been received.

  Business Response

  Date: 09/18/2023

  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 September 11, 2023. The Bank appreciates the opportunity to address the concerns raised by ***** **** (the “Consumer”) related to an Online Savings Account (“OSA”) held for a third-party customer.
  Per the Bank’s review of the Power of Attorney (“POA”) documents sent by the Consumer, the Bank was not able to approve the documentation and recognize the Consumer as a POA. Unfortunately, the Bank is unable to provide any additional information related to a third-party’s account.
  Based on the above details, the Bank kindly request this complaint to be closed.

• Initial Complaint

  Date:09/10/2023

  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 and Should not be held liable in any form for this debt With GOLDMAN SACHS BANK I do not Have any Contact with GOLDMAN SACHS Bank. They did not provide me with the Original contract as I have requested from them.

  Business Response

  Date: 09/15/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on September 10, 2023. ******** appreciates the opportunity to address the concerns raised by ****************** (the Customer) related to debt validation and credit reporting.
  ******** conducted an investigation and confirmed no Bank error occurred. 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 on September 10, 2021. ******** sent the Customer the requested documents on September 13, 2023 validating the Customer's debt including a copy of the Apple Card Customer Agreement and six 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 $7,259.54 provided in the latest statement from June 30, 2022.
  ******** confirmed the credit reporting is correct and accurate. ******** is obligated to report accurately to credit reporting agencies and is unable to remove the account from the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.