Complaints
This profile includes complaints for Marcus by Goldman Sachs's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,704 total complaints in the last 3 years.
- 662 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/13/2025
Type:Billing IssuesStatus: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 responsible for this debt with GS Bank USA, I do not have a contract with them, & they have not produced the agreement I asked for.Business Response
Date: 05/21/2025
Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
related to the Apple Card via the Better Business Bureau (“BBB”) Complaint
Portal on May 14, 2025. The Bank appreciates the opportunity to address the
concerns raised by ******* ***** (the “Customer”) related to validation of
the debt owed and credit reporting for the Apple Card.
The Bank conducted an investigation and confirmed no error occurred. Based on
the Bank’s investigation, the Bank determined the Customer is liable for the
account. According to the Bank’s records, the Customer opened an Apple Card
and consented to the Apple Card Customer Agreement on January 28, 2023. As
stated in the Apple Card Customer Agreement, the Bank may report information
about the account to the Credit Reporting Agencies, which includes but is not
limited to Late Payments, Missed Payments, or other defaults on the account.
The account was closed and charged off on May 31, 2024, as a result of the
Customer failing to make a payment to satisfy the amount due by November 30,
2023. The Bank successfully delivered Statement Available Reminders, Payment
Due Reminders, Missed Payment Reminders, and Eligible for Credit Bureau
Reporting reminders to the email address provided by the Customer. The Bank
confirmed the account was reported accurately to the Credit Reporting
Agencies. The Bank is obligated to report accurately to Credit Reporting
Agencies and is unable to remove the trade line from the Customer’s credit report.
The Bank sent the Customer the requested documents on May 16, 2025,
validating the Customer's debt including a copy of the Apple Card Customer
Agreement and 18 months of statement history showing records of transactions
and payments to validate the balance and the debt owed. The Bank is unable to
provide the Customer with signed documents as the Customer electronically
consented to the Apple Card Customer Agreement by completing the application
and opening the account. The Customer is responsible for the balance on the
account in the amount of $565.00.
Based on the above details, the Bank kindly requests for this complaint to be
closed.Initial Complaint
Date:05/12/2025
Type:Sales and Advertising IssuesStatus: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.
Spam mail to my address for “CHANG HUI” and I can’t stop the mail from coming.Business Response
Date: 05/19/2025
BBB Response ***
ID ********
Marcus
by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
above-referenced complaint via the Better Business Bureau Complaint Portal on
May 12, 2025. The Bank appreciates the opportunity to address the concerns
raised by Stewart *** (the "Consumer”) related to an account held for a
third-party.
On
May 12, 2025, the Bank received a notification from the Consumer with concerns
related to documentation received to their address belonging to a third-party.
For security purposes, the Bank is unable to share any details or account
information with the Consumer regarding a third-party. However, the Bank can confirm
that the Consumer will not receive further documentation from the Bank.
The Bank requests the Consumer to call the Bank toll-free
at 1-855-730-SAVE (1- 855-730-7283), Monday to Friday, 8 am - 10 pm, or
Saturday to Sunday, 9 am - 7 pm ET if the Consumer needs further assistance.
Based on the above details,
the Bank kindly requests this complaint to be closed.Initial Complaint
Date:05/10/2025
Type:Service or Repair IssuesStatus: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.
they wont reset my password they wont let me access my account due to my number being different they wont let me use my money or pay them. So its going to affect my credit and I need access to my banking account they shouldnt be allowed to just ruin my life because I changed my phone number.Business Response
Date: 05/16/2025
Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 10, 2025. ******** appreciates the opportunity to address the concerns raised by **** ***** (the Customer) related to a restricted Apple Card account.
******** conducted an investigation and confirmed no error occurred. As a part of a regular account review process, the Bank placed a restriction on the account until additional research could be completed. According to the Banks records, the Customer contacted the Bank regarding the restriction and to update the phone number on May 8, 2025. The Customer was advised of additional steps to take in order for the needed verification to be completed. ******** verified the needed information on May 16, 2025. ******** confirmed that the Customers account is active and available for use as of May 16, 2025.
Based on the above details, the Bank kindly requests for this complaint to be closed.Initial Complaint
Date:05/10/2025
Type:Billing IssuesStatus: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.
March 12, 2025 - determined $1,000 payment was due. Updated email address. Paid account in full. Inquired about any finance charges/late fees. I was assured any fees would be removed.May 9, 2025 - received notice that $58.05 was due. Upon inquiry, I determined $29.00 late fee has been assessed twice, along with finance charges. After three transfers, I was told that the late fees can not be removed.Business Response
Date: 05/16/2025
Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the ** Rewards Card via the Better Business Bureau (BBB) Complaint Portal on May 10, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ****** (the Customer) related to interest and late fees assessed on a ** Card account.
******** conducted an investigation and confirmed no bank error occurred.
The Customer agreed to receive statements electronically when they accepted the offer and opened the account on January 10, 2025. Additional details can be found in the ** Card Electronic Communications Agreement. In accordance with the ************************** Agreement, statements are delivered to the Customer electronically and are available at ******************************. ******** successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address provided by the Customer.
During the application process the cardholder was presented with and accepted the ** Card Customer Agreement to open the account. This agreement details the cardholders payment obligations including that the cardholder promises to pay the Bank all amounts charged to the account under the agreement, including all transactions, interest, fees and all other amounts billed. The cardholder can reference the Promise to Pay section of the ** Card Customer Agreement.
During an interaction the Customer had with the Bank on March 12, 2025 it was discovered the Customer used an alternate email address upon submitting the application. ******** successfully updated the Customers email address.
The Customer did not make a payment to satisfy at least the minimum amount due by March 5, 2025 until March 12, 2025. As a result, the account was assessed a late fee in the amount of $29.00.
The Customer did not make a payment to satisfy at least the minimum amount due by May 5, 2025. As a result, the account was assessed a late fee in the amount of $29.00.
******** is unable to reimburse the late fee assessed to the account.
******** accepts payments made via ACH, check, bill pay and money order. The Customer may refer to the Making Payments section of the ** Card Customer Agreement for additional details. The Customer can check the status of the account status, mailed check payments, and available credit balance online at ****************************** or by contacting the Bank.
******** conducted a review of interactions and was unable to locate any record of mistreatment or misinformation provided by a Bank representative.
Based on the above details, the Bank kindly requests for this complaint to be closed.Initial Complaint
Date:05/08/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had what appeared to be fraudulent transaction on my GMC (Marcus by Goldman Sachs) credit card. After talking with their customer service, it was determined the (pre)charge was normal for a gas station, but my account was now on security hold. The Marcus customer service reps are telling me that any phone numbers they have "are not active in public record". This includes the number associated with my account (on my profile). The original number on the account is my wife's, she has used this number for over 10 years in 3 different states. My wife went onto our profile and updated using my phone number - this also is "not active in public records". I was told to contact my cell phone provider (ATT), which I did, and they have no idea what I am talking about. Marcus is telling me there is no other way to unlock my account. I understand that Marcus has a process to confirm someone's identity, but to have a phone number on the account and not be able to "use it" - this is for an active cell phone...It makes no sense. Also, I would like to state that the customer service reps have been very professional.Business Response
Date: 05/15/2025
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 May 8, 2025. The Bank appreciates the opportunity to address the
concerns raised by *** ***** (the “Customer”) related to a restricted GM Card
account.
The Bank conducted an investigation and confirmed no Bank error occurred. As
a part of a regular account review process, the Bank placed a restriction on
the account until additional research could be completed. The Bank attempted
to contact the Customer on May 7, 2025 and May 14, 2025 to verify the needed
information. The Bank mailed the Customer an Affidavit of Identity on May 15,
2025 to the physical address on file. The Bank requires the Customer to
return the document to proceed with the verification process. The Consumer
may contact the Bank directly with any questions at 1-833-773-0988. Bank
representatives are available 24 hours a day, 7 days a week.
The Bank conducted a review of interactions and was unable to locate any
record of misinformation provided by a Bank representative. The Bank
acknowledges and appreciates the feedback provided by the Customer.
Based on the above details, the Bank kindly requests for this complaint to be
closed.Customer Answer
Date: 05/19/2025
Complaint: ********
I am rejecting this response because: Neither my wife or I have any missed calls from Goldman Sachs. I personally contacted the company on three separate occasions (4/30,5/7 and 5/8) to try and resolve the issue. ALL three times I was told the number they had on file (ending in **** - my wife's number) could not be used........Again, because they said "it as not on public record"...I was told to contact my cell carrier. Other numbers (last 4 digits) they mentioned, were not phone numbers of ours or were old numbers prior to me getting this credit card. Finally, why wasn't the affidavit option offered to me during one of my calls? It shouldn't take me sending in a complaint through the BBB to get another option offered.
Sincerely,
*** *****Initial Complaint
Date:05/07/2025
Type:Billing IssuesStatus: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.
Goldman Sachs or the US mail lost my March payment check for my GM Mastercard. I received an email stating and overdue payment 2 days ago. I called the 800 number and got an emailed invoice for my April bill (which, did not come in the mail). I sent a check for the balance $3750.20 yesterday. Then yesterday, I received an email suspending my GM Mastercard. If you look at my payment history, you will see I have paid my monthly bill in full for the past 25 years. If this affects my credit rating, you must correct it.Business Response
Date: 05/15/2025
Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the ** Card via the Better Business Bureau (BBB) Complaint Portal on May 8, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ******* (the Customer) related to a missing check payment in the amount of $1,294.82.
******** conducted an investigation and confirmed no Bank error occurred. The Customer contacted the Bank on May 5, 2025 regarding the missing payment sent on April 10, 2025 in the amount of $1,294.82. An inquiry was submitted on May 5, 2025. The inquiry was completed, and the Bank was unable to locate the missing payment at this time. ******** emailed a communication to the Customer on May 12, 2025 with the outcome. The Customer provided a new payment in the amount of $3,750.70 on May 12, 2025. ******** sent the Customers monthly statement to the address on file.
******** confirmed the account was reported current with no negative remarks.******** confirmed the reporting is accurate as of the last furnishing.
Based on the above details, the Bank kindly requests for this complaint to be closed.Initial Complaint
Date:05/07/2025
Type:Billing IssuesStatus: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.
Fraudulent account reporting on TransunionBusiness Response
Date: 05/14/2025
Goldman
Sachs Bank USA (the “Bank”) received the above-referenced complaint related to
the Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on May
07, 2025. The Bank appreciates the opportunity to address the concerns raised
by **** ******** (the “Consumer”) related to an Apple Card opened without
authorization and credit reporting for the Apple Card.
The Bank successfully closed the account as confirmed ID Theft on August 10,
2023. The Bank submitted a request to Transunion to have the inquiry and trade
line removed from the Consumer’s credit profile on May 14, 2025. The Consumer
should allow up to 30 days for the change to reflect on the credit profile. The
Consumer is not responsible for the account or the balance.
Based on the above details, the Bank kindly requests for this complaint to be
closed.Initial Complaint
Date:05/05/2025
Type:Billing IssuesStatus: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.
A savings account was opened with this company Marcus Goldman Sachs without my knowledge. I called this company beginning of April advised this account is fraud I did not open this account. I spoke to ****** in the fraud dept she was supposed to to close this account. I received another statement today the account wasn’t closed and marked as fraud like she said she would. Statement received on may 5 2025. I want this account closed and marked as fraud.Business Response
Date: 05/12/2025
BBB Response Bard
ID ********
Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the
above-referenced complaint via the Better Business Bureau Complaint Portal on May 6, 2025.
The Bank appreciates the opportunity to address the concerns raised by ******* **** (the "
Consumer”) related to the unauthorized opening of an Online Savings Account (“OSA”).
On March 26, 2025, an individual opened an OSA utilizing the Consumer’s information. On
March 28, 2025, the Bank conducted an account maintenance review, identified security
concerns regarding the Consumer’s identity, and restricted the OSA for the protection of the
Consumer.
On April 11, 2025, the Consumer contacted the Bank with concerns pertaining to the OSA and
informed the Bank specialist that the OSA was opened without the proper authorization.
Subsequently, the Bank specialist opened an investigation into the Consumer’s concerns. On
May 07, 2025, the Bank completed its investigation, closed the unauthorized OSA, and mailed a
letter confirming the closure to the Consumer’s address.
Based on the above details, the Bank kindly requests this complaint to be closed.Initial Complaint
Date:05/03/2025
Type:Billing IssuesStatus: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.
My son mistakenly signed up for a subscription with Duolingo which cost $103.91. Because we have a family account, this was charged to my apple card. We canceled the subscription with Duolingo, but they do not issue the refund, they state we have to contact Apple for that. I have tried numerous times to have this charge refunded. When we used the refund request option, I receive, what appears to be an automated response, that the charge does not qualify for a refund and the decisions is final. However, there is not a reason WHY it does not qualify...and why doesn't it qualify. The purchase was made in error; are we going to be penalized for that? Apple support reps cannot make refunds and we are just stuck. I am not understanding why we are unable to get a refund.Business Response
Date: 05/09/2025
Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint
related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal
on May 3, 2025. The Bank appreciates the opportunity to address the concerns
raised by Adrienne Brown (the “Customer”) related to a transaction dispute
with the merchant Apple Services in the amount of $103.91.
The Bank conducted an investigation and confirmed an inadvertent processing
error occurred. According to the Bank’s records, the Customer contacted the
Bank on May 1, 2025, regarding the transaction. Due to the processing error a
dispute was not opened for the transaction. The Bank opened a dispute for the
transaction on May 9, 2025. The dispute with the merchant Apple Services
remains under investigation, and the Bank expects completion within 2 full
billing-cycles from the date of receipt and no later than 90 days from date
of receipt. During the investigation, the account does not incur interest for
the amount in dispute and the Customer is not responsible for repayment. 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: 05/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would also like to thank Goldman Sachs for looking into the concern.
Sincerely,
******** *****Initial Complaint
Date:05/02/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I opened a HYSA with Marcus based on recommendations from my friends.
I opened this account on 27 April during weekend . When transferring funds I realized this was early withdrawal penalty linked to the type of the account I opened but I was supposed to open a no penalty cd account .
Realizing this , I called the customer service on 29th April who helped to open a service request to waive the penalty fees and transfer the money to no penalty account .
But today (5/2) , got a call from Marcus team saying the request is denied as I called after 48 hrs window period . This is so frustrating and I would never be a repeat customer .
They are asking $900 to close the account or transfer the money to a no withdrawal penalty account .
I want the account to be closed with no penalty involved , else transfer the money to a no penalty HYSA which was intended to be opened by me .Business Response
Date: 05/09/2025
BBB Response Mohammed
Ali
ID ********
Marcus by Goldman
Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above
referenced complaint via the Better Business Bureau Complaint Portal on May 2,
2025. The Bank appreciates the opportunity to address the concerns raised by Syed
Zaffer Ali ******** *** (the “Customer”) related to the closure of their
Certificate of Deposit (“CD”).
On April 27, 2025, the
Customer opened a 14-month CD via the Bank’s website. On April 29, 2025, the
Customer contacted the Bank requesting to close their CD without a penalty
applied as they had inadvertently selected the wrong CD account at opening.
After further review,
on May 8, 2025, the Bank contacted the Customer to assist with closing the CD
without penalty as requested with funds transferring to the original funding
account. Currently, the Bank is processing the Customer’s request.
Based on the above
details, the Bank kindly requests this complaint to be closed.Customer Answer
Date: 05/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ****** *** ******** ***
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