Complaints

This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Marcus by Goldman Sachs has 3 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Marcus by Goldman Sachs

  11850 S Election Rd Draper, UT 84020-6887

  
• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  
• 

  Marcus by Goldman Sachs

  PO Box 1978 Cranberry Twp, PA 16066-0978

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/08/2023

  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 a savings account with Marcus. I noticed an external account I don't recognize linked to my savings account two weeks ago, so I called Marcus, the help desk can't delete the account due to technical issues. They told me that they will lock my account temporarily and their IT department will contact me within the next 24-72 hours. However, it has been more than two weeks now and I have called the help desk a couple of times, but no solution or ETA yet.

  Business Response

  Date: 09/15/2023

  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 8, 2023. The Bank appreciates the opportunity to address the concerns raised by ****** ***** (the “Customer”) related to an unauthorized account linked to their Online Savings Account (“OSA”).
  On August 24, 2023, the Customer contacted the Bank regarding a linked account not affiliated with the Customer on their profile. For the protection of the Customer, the Bank restricted the account and opened a case to investigate the concerns. Unfortunately, due to inadvertent errors, there was a delay in restoring the Customer’s account access.
  On September 14, 2023, the Bank removed the linked account from the Customer’s profile, restoring their account access. Due to the experience, the Bank will be providing the Customer with a credit to the account, as a token of goodwill in the next five business days.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 09/18/2023

  
  
  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:09/08/2023

  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.

  We opened an a total of three accounts (two are subject of this complaint) at Marcus by Goldman Sachs. We attempted an external transfer but it was denied and I was locked out of my account. After being locked out of the account and cycling through numerous customer service representatives, to include confirming authorization for all transfer attempts, we were told we could not do transfer “externally” due to account 90 day rules. However we were informed we could transfer money back to the original account the funds came from. I authorized that to occur and was assured by a security specialist that it would be ok. I then proceeded to authorize a transfer back to my confirmed, linked account. The next day my account was once again locked and I spoke to a representative who said I could not transfer any funds for 90 days. She also mentioned some form of affidavit which had never been mentioned before. This directly contradicts the first guidance I was given. I need to transfer the money for a bill, but Marcus keeps cycling me through different departments, giving me varied and contradictory instructions, and false assurances. I want my account unlocked, funds transferred back to the original accounts, and to close my accounts.

  Business Response

  Date: 09/15/2023

  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 8, 2023. The Bank appreciates the opportunity to address the concerns raised by **** **** (the “Customer”) related to their Online Savings Account (“OSA”) access.
  On September 5, 2023, the Customer contacted the Bank and requested for an outgoing wire transfer to an external account. The Bank identified security concerns with the Customer’s account and restricted the OSA. The following day, the Customer contacted the Bank regarding their account access, however the security concerns could not cleared.
  On September 8, 2023, the Customer Contacted the Bank regarding account access, and as an alternative verification method, the Bank requested an Affidavit of Identity (“AOI”) from the Customer, which the Customer declined. The Bank informed the Customer that the account would have to be forced closed, and the funds need to be sent to the original funding account.
  On September 13, 2023, the Customer contacted the Bank requesting to close their OSA. On September 14, 2023, the funds were transferred to the original funding account, and the OSA was closed.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  While the bank did indeed close my accounts, it was at my request, not their "forced close."  The bank's response fails to accurately describe the significant time spent discussing the various issues with numerous representatives.  It also fails to own up to the fact that the bank at no point gave me consistent, accurate information.  That being said, no further action is required, as I once again have access to the funds. 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:09/07/2023

  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 made a transfer online from my Marcus “easy access saving account” to my “linked account” at another bank which was previously verified by Marcus, my name on both accounts. Similar transfers were done before as Marcus doesn’t issue bank cards or checks to access fund. When the fund didn’t arrive to my other bank. I went back to Marcus to check what is going on to find out my account was locked. I did not receive any notification or warning from Marcus to this effect. Marcus website suggested to call to unlock the account. Called on Sep. 7 & spoke to Rachel, it took 17 minutes to generate a code mumbling she can’t send it to my phone & she will send me a letter. On Sep.8 I called again to close the account & get my money out. Spoke to Appara, for 27 minutes she claimed checking how to send a code to my phone, then claimed they cannot do that & the only option is to send a letter which the Rachel didn’t document or generate the previous day, she claimed the letter will take 3-5 days. Spoke to her supervisor Lazenna who claimed the letter will take 10 days & I have to wait.
  All other financial institutions send me codes without issues, there other methods of verification like generating questionnaires or asking for an ID as an alternative way to solve the block promptly but they refused to use any other method except that I will not have access to my own moeny for at least 10 days. Needless to say, I am currently incurring late fees from the other institutions that did not receive the transfer on time on September 7 which will mount over the coming days. This isn’t a way to run a business, I should have access to my fund when I need it, not when the bank wants to & blocked without notification, technically ignorant unhelpful customer service who unreasonably refuse to apply well known methods for dealing with this issue. These odd restrictions & system limitations aren’t in their terms and conditions so one wouldn’t have opened an account with them.

  Business Response

  Date: 09/14/2023

  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 7, 2023, the Bank appreciates the opportunity to address the concerns raised by *** ****** (the “Customer”) related to accessing their Online Savings Account (“OSA”).
  On September 5, 2023, the Customer initiated two outgoing transfers from their OSA to a linked account. During the transfer processing review, the Bank identified security concerns, declined the transfers and restricted the OSA until the security concerns could be cleared. On September 6, 2023, the Customer contacted the Bank regarding their account access; however, the security concerns remained. As an alternative verification method, the Bank requested the Customer to complete an Affidavit of Identity (“AOI”) to clear the security concerns, which was mailed on September 12, 2023. Currently, the Bank is waiting to receive the completed AOI from the Customer.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 09/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  1) You did not address your incompetent customer services and fraud specialists. When one setup or update an account, data should be validated immediately as validation of linked bank account is performed incessantly not to wait until during a transfer to raise alert for a linked account you have already verified, 2) if there were security concerns you should have contacted me immediately not to wait until I find out you locked my account at an unspecified time in the future. You have my number and email address as you contacted me on a different matter on September 13th, you did not contact me on 5th September when you suspended my account, 3) your completely uses customer service, ignored my request to solve the problem on 6 September and the morning of 7th September but waited over 6 days to send the letter with incomprehensible disregard that one need access to one own’s fund, 4) yesterday September 14 to discover your customer service are closing my account without conferring with me in any form first. They kept me on the phone for a whole hour reviewing my case with assurance a transfer initiated by my linked account won’t be blocked. Less than 24 hours later, you denied access to the fund again, 5) you sent the letter on September 12, I received it yesterday, filled it out, notarised, and post back to you yesterday. Yesterday, your customer service claimed it will take 10 days for you to receive and process the letter. For a company that is working in the financial sector, you have no respect the the harm or monetary loss you have been causing me for all this delay dally, 6) finally, attached is a copy of tracking details, the Affidavit was delivered at your facility this morning. I expect my account to unlocked and able to transfer my fund as I wish without further delay or contact with your customer service or the so called specialists by the end of today September 15 as well as I expect compensation for unduly expenses fees I endured while you are not providing a proper service like a bank should.
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 09/21/2023

  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 15, 2023, the Bank appreciates the opportunity to address the concerns raised by *** ****** (the “Customer”) related to accessing their Online Savings Account (“OSA”).
  Per Bank records, the Bank received the AOI from the Customer on September 20, 2023. Later that same day, the Bank approved the documentation and removed the restrictions on the OSA. The Bank contacted the Customer to assist with an outgoing transfer request; however, the Customer declined.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 09/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  It is utterly callous and shameful to shirk accountability for your system failure, persist on denying facts, and be impervious to the harm you have inflicted.
  It is unbelievable you ignored the snapshot of receiving the AOI at 10:30am on the 15 September claiming it was on the 20th without producing a proof. You have costed me a large sum of money denying me access to my funds because of your deficiencies. No one asked to help with a transfer. I received dubious call asking me to answer security questions, which is exactly what a phishing call looks like. They refused to elaborate on their role or purpose without getting the sensitive information from me first. One person said it is about a complaint and the second “Kiya” answered in no uncertain terms that her call was not about a transfer. And after this generous act is too late, I initiated the transfer on 3rd of September, your call was on the evening of the 20th, 17 full days.
  You are making a mockery of this platform, you have not even verified the complaint history, claiming  you received it on the 15th while it was sent to you on the 7th, what happened on the 15th is that I sent you a proof of your receipt of the AOI, that and my complaint to your own customer service on the 6th September went unheeded.
  In one reckless act you stripped me of fund for 17 full days and repeatedly declined to take responsibility and fix your error, this is unacceptable.
  

• Initial Complaint

  Date:09/06/2023

  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.

  1/23/23 I did a balance transfer from Citi Card to Apple Goldman Sachs. Citi card is stating that they sent the money and that apple accepted it. Apple is telling me, that they have no way to accept it. I am now $850 out. The money is on my citi balance and no credit is on my apple card. No one can seem to help me and i have called both parties several times.

  Business Response

  Date: 09/12/2023

  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 6, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer)related to a balance transfer check payment of $850.00 and the customer service experience.
  
  The Bank conducted an investigation and confirmed no error occurred in relation to payment posting. The Bank located and posted a payment of $850.00 on September 7, 2023 with an effective date of January 23, 2023 to reflect the date received and interest charges totaling $152.26 were refunded.The payment did not include sufficient information for the Bank to initially locate the intended account. The Customer is encouraged to include the full card number with future payments to avoid delays in processing.
  
  The Bank conducted a review of interactions and confirmed inadvertent processing errors occurred. The Customer contacted the Bank on February 1, 2023, March 20, 2023, and September 6, 2023 to discuss the missing check payment. Due to inadvertent processing errors, the Bank did not conduct the appropriate investigation to locate the payment in a timely manner. The Bank regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 09/13/2023

   
  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:09/05/2023

  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 attempted to wire transfer money from my MARCUS account to an escrow account for the purchase of a house. Even though I was able to wire the earnest money at the beginning of escrow, now that I have to deposit the down payment (over $500k) Marcus refuses to make the transfer, jeopardizing the close of my house.

  Business Response

  Date: 09/13/2023

  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 6, 2023. The Bank
  appreciates the opportunity to address the concerns raised by ******* ****** (the “Customer”) related
  to a transfer from their Online Savings Account (“OSA”).

  On September 5, 2023, the Customer contacted the Bank to request an escrow wire transfer from their
  OSA to a third party. Unfortunately, the Bank could not send the wire to a third-party and advised that
  the funds could be sent to a personal account. Later that same day, the Customer contacted the Bank
  requesting an outgoing wire transfer to a linked account, which the Bank successfully processed on
  September 6, 2023.

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

• Initial Complaint

  Date:08/31/2023

  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.

  In June, I tried to make a transfer out of my savings account in order to pay the deposit and rent for an apartment. The transfer was declined, and after the weekend I found my account was "temporarily" locked.
  After speaking to Marcus customer service for hours, it became clear that the review of the locked account would not be resolved by the time period I needed to pay housing expenses. This ultimately resulted in my borrowing of a significant amount of money, causing severe social strain and emotional distress.
  Multiple weeks and multiple calls to Marcus customer service later, I was told that Marcus had forced closed my account. This occurred after I was given the option to either wait through the review process or close my account, my choice being the former. Feeling frustrated but relieved to at least have my money given back to me, I gave up and accepted this resolution.
  More than a week later, I still had not received a transfer of my funds. Calling Marcus customer service again, I was then told that my account had not in fact been closed, and that I would receive an affidavit of identity in the mail which I would have to have notarized and sent back in the mail.
  I completed the affidavit process and waited two weeks before calling again. I was told it would take 10 business days to process, which I waited, and then called back only to be told that the information on my affidavit of identity did not match what they had on file. When I asked for clarification on the mismatch so that I could fix the error, I was told by an extremely rude customer service rep that I am not privy to that information.
  It is nearing 3 months since my account was locked. I have been given no clarity on the initial cause, spent countless hours on the phone with customer service, filed multiple complaints, received no requested calls back from supervisors, borrowed thousands of dollars, and have been put under significant financial & emotional turmoil.

  Business Response

  Date: 09/08/2023

  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 1, 2023. The Bank appreciates the opportunity to address the concerns
  raised by ********* ***** (the “Customer”) related to accessing their Online
  Savings Account (“OSA”).
  On June
  20, 2023, the Customer initiated an outgoing transfer from their OSA to a linked
  account. Subsequently, the Bank identified security concerns with the linked
  account, declined the transfer, and restricted the account. Unfortunately, due
  to inadvertent errors, there was delays restoring the Customer’s account
  access.
  After
  further review, on September 6, 2023, the Bank restored the Customer’s online
  banking access. On September 7, 2023, the Bank attempted unsuccessfully to
  contact the Customer informing them that due to their experience, the Bank will
  provide a credit as a token of goodwill. The following day, the credit was
  applied to the OSA.  
  Based on
  the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:08/31/2023

  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 opened a Marcus account to save money for an Emergency situation due to their high interest rate offer.I called ahead and their agent confirmed on the phone that there are no limits to the amount I can transfer from other banks and the number of transfers. I WAS NOT TOLD THAT THE MONEY HAS TO STAY FOR 90 DAYS NOR HAVE THEY MENTIONED ANY OTHER RESTRICTIONS.I started transferring money to my Marcus account from my personal and business accounts. Once I saved enough money, I called Marcus transfer it out for resolving my Emergency situation.Marcus agent initiated the transfer (around last week of Aug) and later in the day, my account was locked and the transfer was reversed.I was transferred to a specialist who gloated that there's nothing he can do. The agent showed no empathy and borderline disrespectful. I called Marcus later that night and expressed my frustration and the fact that they are dealing with human beings, not account numbers and it's the customers money. The agent acknowledged the mistreatment and asked me to call again the next day. I did. I was told that I need to transfer $146539.60 to my Chase business account which I immediately did over the phone and they unlocked my account.A day later, I transferred rest of the money to my personal account (pnc). Later that day, they locked my account again.Their specialist now says that the correct amount to be transferred to my business account is not $146539.60 but $87115.60. I spent the next hour over the phone to complete the transfer to chase and pnc. I broke down in to tears because of what Marcus is doing to me due to my emergency situation and I need my money urgently. I feel helpless and Marcus is going to great lengths to punish me. I do not understand why. I beg Marcus to help me close my account and send the entire remaining balance to my home address ************************************************************* expeditiously without any delay(with tracking). PLEASE STOP LOCKING MY ACCOUNT.

  Business Response

  Date: 09/07/2023

  BBB Response ****** ID ******** (Recd August 31, 2023)
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau on August 31, 2023. The Bank appreciates the opportunity to address the concerns raised by ******************************* (the "Customer) related to the status of their ************** Account (OSA).
  On August 28, 2023, the Customer initiated an outgoing transfer from their OSA to a linked account but due to security concerns, the Bank declined the transfer, and restricted the **** The following day, the Bank contacted the Customer to clear the security concerns; however, the Bank specialist incorrectly informed the Customer the transfer amount that could be sent to one of the funding accounts. Unfortunately, the Customer initiated two outgoing transfer requests from their OSA, that the Bank declined . On August 31, 2023, the Customer contacted the Bank, and a Bank specialist provided the Customer the proper transfer amounts to have sent to the respective funding accounts. The following day, the Customer contacted the Bank requesting to close their OSA and transfer the remaining balance of the funds to linked account via a wire transfer; however, the wire was declined as funds had to go back to the original funding account. Currently, the Bank is the process of closing the Customers account. Due to the Customers experience, the Bank provided the Customer with a credit to the account as a token of goodwill. Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20550426
  
  I am rejecting this response because:

  NONE OF THE ISSUES I'M FACING HAVE BEEN RESOLVED. MY ACCOUNT IS STILL LOCKED AS OF NOW. MY FUNDS ARE STILL FROZEN. ALL OF MY 5 ATTEMPTS TO CLOSE MY ACCOUNT AND WITHDRAW MY FUNDS HAVE BEEN CANCELED

  Unfortunately, Your reply does not show the seriousness or the gravity of the critical circumstances I'm in because of Marcus and shows a fundamental lack of understanding of the situation.

  Here are the request numbers I've made to close my accounts that have all been canceled

  300304106258
  300304112843
  300194124403
  300194126000
  300194130951

   I'm in an emergency need of my money. They locked my account now again due to is with two check deposits and they are claiming that the accounts from which those checks were issued from don't belong to me. I repeatedly  told to Fraud specialist team members that it's because these two are balance transfer checks from my credit cards. When you do a balance transfer, the bank issues a check and of course the check is issued from an account owned by the bank as credit cards don't come with check books. I already let them know multiple times that the money can't go back to those deposit accounts because these are balance transfers. Last week they proposed that they were willing to acknowledge this, close my account and send the balance as a check to my home. I agreed to this. But they are flagging the same 2 check deposits again and holding my entire money hostage.
  

  Another concern they are raising is the money movement risk as deposits were made from several different accounts in short period of time. I explained this to them multiple times as well. I'm going through a divorce and I need to buy back my home by paying my ex ******. Since Marcus was offering 5.3% APY, I opened an account, liquidated my brokerage accounts including my employee sponsored stock purchase plan accounts, completed balance transfers and moved money I had in different personal checking accounts. All believed that transferring all of these monies from various accounts and investments of mine to Marcus would help me track the progress of my savings and also earn a good interest rate for the short duration.

  I already offered to send statements from any of my accounts that they are concerned with and any other documents that they need from me.
  I also begged them that if they are concerned with those 2 check deposits, please at least wire transfer the rest of my money to my verified checking account (pnc) so that I can deal with the emergency situation I'm in

  After talking to 5 supervisors yesterday and 4 supervisors today and after 5 account closure requests, several withdrawal requests and more than 60 calls, I don't have any energy left. I kept requesting for escalating my issues but they say that it got resolved only for my account to be blocked and my transactions to be canceled again and again

  I'm about to lose my house because of Marcus. They are not helping me at all. My funds are still frozen. My account is still locked. I NEED MY FUNDS URGENTLY. PLEASE WIRE TRANSFER THE REMAINING BALANCE ($150K) TO MY LINKED PNC ACCOUNT

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

  Business Response

  Date: 09/13/2023

  BBB Response ******
  ID ********
  
  Marcus by Goldman Sachs, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau on September 8, 2023.The Bank appreciates the opportunity to address the concerns raised by ******************************* (the "Customer) related to the status of their ************** Account (OSA).
  
  On September 11, 2023, the Bank successfully processed the transfer to a linked account, as an exception, and closed the account. Due to the Customers experience, the Bank provided the Customer with a credit to the account as a token of goodwill. 
  Based on the above details, the Bank kindly requests this complaint to be closed.
  

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20550426
  
  I am rejecting this response because:

  My online access is still locked. I still can't access my closed account to view my transaction history or perform other actions.

  Marcus' customer support made my life a living h*** for a month. They callously denied me access to my own money during an emergency situation. It took more than 70 calls, 30+ hours over the phone, DM on ******** speaking with 9+ supervisors, complaints through BBB, CFPB and FTC, crying over the phone for more than 3 times to even get them to show some empathy.

  I lost all hope after 5+ attempts to close my account and get my money mailed to my home on 9/7 when one of their supervisors let me know that they will not be unlocking my account as they have opened an investigation and that there's no timeline for when it will be opened. So, to deal with my emergency situation, I began liquidating my other investments outside of Marcus including beginning the process to liquidate my retirement accounts as I felt like I had no choice.

  A week later, Marcus finally showed some mercy and transferred my money but it was already too late. The damage was done. Marcus is responsible for all the pain and suffering that they callously subjected me to including the financial damages I've suffered due to the actions I had to take to liquidate other assets and even having to touch my retirement accounts which severely impacts my financial future.

  *****, the manager from Fraud team called me once and I couldn't answer as I was working. After DM'ing them on ******* she made one more attempt to call without leaving an extension number asking me to call their regular phone number which I won't dare to do as I will develop anxiety issues dealing with them. May be they don't have extension numbers but they clearly stated that no caller can speak with their fraud investigation team members.

  I urge everyone reading this message to stay away from Marcus and recommend your friends and family to avoid Marcus at all costs. I urge regulators and lawmakers to investigate Marcus thoroughly and hold them accountable for their appalling customer service. Their responses on ******************** are completely disconnected from reality. In the previous replies to my BBB dispute, their reply indicated that my account was on the process of being closed. But those same closure requests were canceled later. They made no attempt to fully understand the gravity of the situation nor have they made effort to resolve the actual issues I've been facing. 

  I beg Marcus to stop doing this to customers, stop making customers cry or negatively impact their financial future or destroy their lives. Please change the way you escalate issues internally and take escalations seriously. Please have one of your senior leaders who has the power to override actions of your ******************************** team to call customers directly to resolve issues or provide a way for customers to reach them or escalate the issue to them with a tracking number.

  If you keep canceling a transaction 2 days later, the clock should reset for retrying the same transaction. If this keeps happening for 5 times, then a senior leader who can make decisions should be involved to resolve the issues. 

  Please retrain some of your front line staff, fraud/account specialists to show my empathy. Some of them were gleeful when telling me that they are going to just cancel my transactions without any recourse. They need serious training on dealing with customers. 

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

  Business Response

  Date: 09/27/2023

  BBB Response ******
  ID ********

  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 20, 2023. The Bank
  appreciates the opportunity to address the additional concerns raised by ******************************* (the
  "Customer) related to the status of their ************** Account (OSA).

  Per the Banks previous response, on September 11, 2023, the Bank made a business decision to close
  the Customers account and transferred the funds to a linked account.

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

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20550426
  
  I am rejecting this response because:
  Lie #1: They claimed in their previous response that the Bank decided to close the account.

  Truth: I  ASKED THEM TO CLOSE MY ACCOUNT BECAUSE I'VE HAD ENOUGH. See my previous responses for why.

  Remaining issues:

  I had to liquidate Brokerage accounts and initiate a withdrawal of my Retirement accounts as I stated in my previous complaint as I'm dealing with an emergency and Marcus illegally held on to my funds and prevented me from withdrawing my own money in a timely manner. Marcus is responsible for all of these damages and needs to address this.

  My online login is still locked (not the account but online access) as I mentioned in the previous response.

  Marcus not only leave these issues unresolved, but blatantly lied about the account closure. Shame on you for lying. You have no idea how much pain, suffering and financial damages that your employees subjected me through .See my previous responses for the details. 

  Please have the decency and the honor to not lie.

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

• 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.