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 1978 Cranberry Twp, PA 16066-0978

• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  

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:07/21/2023

  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.

  Reward Points of GM card and cacellation of my GM card and not able to buy GM parts with the points.

  Business Response

  Date: 07/28/2023

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on July 21, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ** ***** (the “Customer”) related
  to account closure and rewards.
  
  The Bank conducted an investigation and confirmed no error
  occurred. Based on a review of the Customer’s account, the Bank closed the
  account and sent the Customer an email informing of the account closure on December
  8, 2022. Please refer to this email sent for more information regarding the
  account closure.
  
  After account closure, the Customer can redeem reward points earned for up to
  365 days. Bank records indicate that the Customer has a rewards balance of
  31,150 points. The Bank is unable to process redemptions of earned rewards
  points. The Bank notified the My GM Rewards team of the Customer’s concerns on
  July 24, 2023. The My GM Rewards team will be contacting the Customer to
  discuss redemption options. If the Customer needs further assistance with
  rewards, the My GM Rewards team is available to assist Monday-Saturday 9am-8pm
  ET, and may be contacted by calling ###-###-####, and selecting “Rewards” in
  the automated system.
  
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 07/31/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is partially satisfactory to me.   I am satisfied with the reinstatement of $311.50 of credit toward GM services   However, I had approximately $1500 in earned points and was hopeful that all of the points would be recovered.

  
  
  
  Sincerely,
  
  ** *****
  
  

• Initial Complaint

  Date:07/19/2023

  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 had attempted to get a GM Mastercard via their website. The process was frustrating and the website didn't work half of the time or failed to load. I eventually stopped trying and was never given a credit card as well as was notified that the application was closed. Suddenly, as of 7/18/2023 I was notified that there is a new account added to all three of my credit reports for this company. I never opened an account with them. I never got a credit card from them. I called today 7/19/2023 and was told that they closed the application and, when asked why they thought they could add an unauthorized account to my credit reports, they had no explanation. I never authorized them to open and account in my name nor did I finish the credit card application. This tanked my credit score over 12 points for their fraudulent misuse of my credit. I want this removed and I also expect compensation for tanking my credit score.

  Business Response

  Date: 07/26/2023

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on July 19, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ****** ***** (the “Customer”)
  related to applications and credit reporting.
  
  The Bank conducted an investigation and confirmed a system
  error occurred. According to the Bank's records, the Customer submitted the
  most recent application on June 11, 2023. Unfortunately, the Bank was unable to
  process the Customer’s application due to a system error. The Bank sent the Customer
  an email on July 1, 2023 detailing reasons that the application could not be
  processed. The Customer’s credit was not impacted by the application.
  
  The Bank contacted the Customer on July 24, 2023. The Customer expressed
  concerns with other accounts through the Bank being reported incorrectly to the
  credit reporting agencies. The Customer identified that reporting issues relate
  to loans through Greensky. A Bank representative with Greensky contacted the
  Customer on July 25, 2023. The Customer was advised that two accounts are open
  with Greensky and have been reported accurately to the credit reporting
  agencies. The Customer acknowledged that the Greensky accounts are valid and
  accurate. The Bank is unable to update the Customer’s credit reporting.
  
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

  Customer Answer

  Date: 07/27/2023

   
  
  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:07/18/2023

  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.

  Goldman Sachs closed my savings account, with no warning, back at the end of April. It is now mid-July and I still have not received the money from that account back. There has been no explanation or reason as to why this happened, and the current solution is to reopen the account so I can pull my money from. Which begs the question, why was it closed in the first place? I have had to hold off major purchases because I don't have access to my own money, and am now going one the third month of not receiving interest from that savings account.

  Business Response

  Date: 07/25/2023

  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 July 18, 2023. The Bank appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to the account closure of their ************** Account (OSA).
  On April 20, 2023, the Bank identified security concerns on the Customers account and made a business decision to close Customers OSA, per the Banks Deposit Account Agreement (DAA). On April 25, 2023, the Bank closed the account and transferred the funds to an internal holding account. On May 24, 2023, the Customer contacted the Bank regarding their account access; however, a Bank specialist inadvertently told the Customer they would be receiving their funds,  although security concerns remained on the account.
  After further review, on July 25, 2023, the Bank cleared the security concerns on the Customers account. The Bank is currently in the process of re-opening the Customers OSA and transferring the funds from the internal holding account, to the ****  
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/18/2023

  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.

  What has happened is that the savings department has put a block on my online account access. I do not have nor want a savings account with Goldman Sachs. But due to this block I cannot manage the credit card side. Every department I’ve spoken with has told me that the savings department is the one that is issuing the block and they are the only ones who can lift it but they act like they don’t know what is going on when I call. They say they will call back and do not.
  
  I only want this savings department to unrestrict my online access. I say again: I do not want anything to do with the savings department. The savings department has put a block on my online account and I need them to remove it. That is all.

  Business Response

  Date: 07/24/2023

  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 July 18, 2023. The Bank appreciates the opportunity to address the
  concerns raised by ****** **** (the “Customer”) related to a restricted
  account.

  
  The Bank conducted an investigation and confirmed the Customer is not an
  account owner. If the account owner requires assistance with an account, the
  Bank is available by phone at ###-###-#### or by message from the Wallet
  app. The Bank is available 24 hours a day, 7 days a week.

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

  Customer Answer

  Date: 07/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It was never mentioned that I was a current account owner. I requested that my online account be unlocked in order to allow me to apply for other Marcus accounts. One more time: to unlock my online account.

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

  Customer Answer

  Date: 07/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It was never mentioned that I was a current account owner. I requested that my online account be unlocked in order to allow me to apply for other Marcus accounts. One more time: to unlock my online account.

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

  Business Response

  Date: 07/31/2023

  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 July 25,
  2023. The Bank appreciates the opportunity to address the concerns raised by ******
  **** (the “Customer”) related to a restricted account.

  
  The Bank
  conducted an investigation and confirmed the Customer is not an account owner.
  If the account owner requires assistance with an account, the Bank is available
  by phone at ###-###-#### or by message from the Wallet app. The Bank is
  available 24 hours a day, 7 days a week.

  
  The Bank
  attempted to contact the Customer on July 26, 2023, and July 27, 2023, but was
  unsuccessful.

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

• Initial Complaint

  Date:07/15/2023

  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.

  The Marcus by Goldman Sachs has temporarily locked my account at July 5, because I try to transfer 2000 dollars to my checking account. I contacted the contact center multiple times and followed their instructions, but the assistant still did not unlock my account. I ask unlock my account as quick as they can, and I need help to make all my money back to my checking account.I ask them to promise me not to lock my account without my agreement.

  Business Response

  Date: 07/21/2023

  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 July 15, 2023. The Bank appreciates the opportunity to address the concerns raised by ****** **** (the “Customer”) related to accessing their Online Savings Account (“OSA”).
  On July 3, 2023, the Customer initiated an outgoing transfer from their OSA to their original funding account. The Bank identified security concerns regarding the Customer’s identity, and for the protection of the customer, declined the transfer. In addition, the Bank restricted the OSA until the security concerns could be resolved. On July 6, 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 requested an Affidavit of Identity (“AOI”) from the Customer, which was mailed on July 12, 2023.
  On July 18, 2023, the Bank received a document from the Customer and identified that the Customer had sent a different document instead of the AOI. Subsequently, the Bank declined the document. On July 19, 2023, the Customer contacted the Bank, and a Bank specialist advised the Customer to send AOI again. Instead the Customer requested to close their account and have the funds transferred back to the funding account. The following day, the Bank successfully processed the transfer and closed the OSA.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/15/2023

  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 paid off my credit card. Marcus by Goldman Sachs then charged interest after I paid it off; then charged me a late fee...as I assumed my card was paid off...after I paid it off (I know...such an assumption!)
  I called and asked customer service to remove the late charge; they refused even after I spoke to a manager.
  Then I told them I needed to cancel my account; she said she would after I agreed to a statement she read to me. The statement ended with: "I agree to continue making payments even my account is closed". When I refused to say "I agree" she told me she was not able to close my account. (Why would I agree to continue making payments after I have paid off the credit card...twice?!)
  I told them that I wanted to pay off the balance which was the total of $69.23. But I wanted confirmation that I would NOT continue being charged anything after paying the total balance. She said she needed to message someone. So I waited on the line while she messaged "someone". That someone told her that I would continue being charged fees because for months I paid only the minimum payment. I told her that this was all ludicrous. I have been a good customer for years and have paid my bills on time.
  On a side note: I had the same situation with Synchrony; I called them and she said "Oh my goodness, I see you paid your card off and then we charged interest. I have removed that charge and you have a $0 balance. Have a great day!"

  Business Response

  Date: 07/21/2023

  Goldman Sachs Bank USA (the “Bank”) received the
  above-referenced complaint related to the GM Card via the Better Business
  Bureau (“BBB”) Complaint Portal on July 15, 2023. The Bank appreciates the
  opportunity to address the concerns raised by ******** ***** (the “Customer”)
  related to payments, late fees, interest, and customer service.
  
  The Bank conducted an investigation and confirmed an
  inadvertent communication error occurred. According to the Bank’s records, the
  account was not paid in full for the statement generated on April 11, 2023 with
  a due date of May 8, 2023. As a result, the Customer was charged $46.39 of
  interest on May 11, 2023. As 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 8, 2023, interest was accrued on the balance until that
  date. As a result, the Bank charged trailing interest in the amount of $39.47
  on June 11, 2023.
  A payment was not received by the due date for the statement
  generated on June 11, 2023, with a due date of July 8, 2023. As a result, the
  Customer was charged $0.76 of interest and a late fee of $29.00 on July 11,
  2023. 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.”
  
  The Customer contacted the Bank on July 13, 2023. The
  Customer was advised of accurate information regarding billing of interest
  charges and fees. The Bank was unable to waive late fees/interest at this time.
  The Customer did not agree to the account closure disclosure in order to close
  the account. As a result, the account was not closed.
  
  The Bank contacted the Customer on July 18, 2023. The
  Customer opted not to proceed with account closure at this time. The Customer
  is encouraged to contact the Bank directly if/when the Customer would like to
  proceed with account closure. Due to an inadvertent communication error, the
  customer was incorrectly advised that trailing interest would not be charged on
  the next billing statement. Due to this error the Bank backdated the Customer’s
  payment of $69.23 made on July 13, 2023 to July 8, 2023. Late fees of $29.00
  and interest of $0.76 were credited back to the account on July 20, 2023. No
  trailing interest will be applied on the next billing statement. The bank
  previously credited an interest charge of $25.00 back to the account as a
  courtesy on June 8, 2023. The Bank is unable to provide further compensation.
  The Bank apologizes for any inconveniences the Customer may have experienced.
  
  Based on the above details, the Bank kindly requests for
  this complaint to be closed.

• Initial Complaint

  Date:07/13/2023

  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.

  They reported that I have a late payment when its not true. They are refusing to fix my payment history. This is really hurting me. I try talking to them and they keep telling me they cant do anything. On my Equifax credit report it says I dont have a late payment but on my TransUnion and Experian it says I do. I remember making all my payments. I talked to different people there and they keep telling they cant change or help me with anything.

  Business Response

  Date: 07/20/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to the Apple Card via the ************************************ (CFPB) Complaint Portal on July 13, 2023. ******** appreciates the opportunity to address the concerns raised by ******************* (the Customer) related to credit bureau reporting.
  ******** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card account and consented to the Apple Card Customer Agreement on April 5, 2021. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to credit bureaus. The Customer did not satisfy at least the minimum amount due by January 31, 2022, until March 23, 2022. As a result, the Bank reported the Customers account as past due to the credit reporting agencies.
  ******** successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for Bureau Reporting reminders to the email address on file for the Customer. The account was reported accurately to the credit bureau reporting agencies. ******** is obligated to report accurately to credit reporting agencies. ******** is unable to remove the late payment reporting or the account from the Customers credit report.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/11/2023

  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.

  Hi I have an account with ******************** GS, and my account is been lock for no reason for more than 2 weeks. the company is UNABLE to bring me solution or verify my identity, It has been a nighmare on the phone I am calling everyday, and still all my money is locked there.

  Business Response

  Date: 07/18/2023

  BBB Response Duprez
  ID ********
  **********************, a brand of Goldman Sachs Bank *** (the Bank), received the above-referenced complaint via the Better Business Bureau Complaint Portal on July 11, 2023. The Bank appreciates the opportunity to address the concerns raised by ***************************** (the Customer) related to accessing their ************** Account (***).
  On April 21, 2023, the Customer funded their *** from an unverified external account. On May 20, 2023 during a post booking review, the Bank identified that the funding account is a business account, and in accordance with the Banks Deposit Account Agreement (DAA), customers cannot link business accounts. Subsequently, the Bank restricted the ***.
  On May 22, 2023, the Bank unsuccessfully attempted to contact the customer to advise that the external account needed to be removed from the Customers profile, after the funds are transferred from the *** back to the external account. On July 3, 2023, the Customer contacted the Bank regarding their account access, however the Bank was unable to verify the Customer. On July 11, 2023, the Bank made a business decision to close the ***. Later that same day, the Customer contacted the Bank. A Bank specialist informed the Customer of the account closure and to move funds back to the respective funding accounts.
  On July 12, 2023, the Customer contacted the Bank to request the outgoing transfers to the respective funding accounts and close the ***. The following day, the Bank successfully processed the transfers and closed the ***.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:07/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ************************ I do not have a contract with APPLE CARD/ GS BANK USA, they did not provide me with the original contract as I requested

  Business Response

  Date: 07/14/2023

  Goldman Sachs Bank *** (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on July 11, 2023. ******** appreciates the opportunity to address the concerns raised by ************************* (the Customer) related to debt validation for Apple Card.
   
  ******** conducted an investigation and confirmed no Bank error occurred. The Bank has no record of the Customer requesting a validation of the balance owed prior to July 11, 2023. ******** sent the Customer the requested documents validating the Customer's debt including a copy of the Apple Card Customer Agreement and the entire account statement history showing records of transactions and payments to validate the balance and the debt owed on July 13, 2023. The Customer is responsible for the balance on the account of $1,001.01 provided in the latest statement from June 2023. ******** 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. ******** is unable to remove the trade line or inquiry from the Customers credit reporting.
   
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:07/10/2023

  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.

  $232,000.00 currently owed to me
  September 11-November 14, 2022 Being a recent widow, at age 74, I responded to a PayPal notice of payment. ***** *******, at PayPal, told me I was being hacked, and to call my bank, Bank of America. I called the number on the back of my debit card and asked for the fraud department. The fraud investigator at Bank of America indicated that someone at my branch had sold my identity. I was not to trust anyone there. I was also told that telling anyone about this would put my children at risk since the hackers knew everything about us including where my grandchildren went to school. I did not know that the hackers had spoofed the bank phone number. My computers and phone were hacked. Without my authorization, these people emptied several bank accounts including Marcus Goldman Sachs for $250,000. I was never notified that there was any large activity in my account. For two months, I was terrorized, threatened that I was being followed and mostly that I was putting my children and grandchildren at risk.
  1. Marcus has not complied with all rules and regulations cited in 15 USC § 1693f; 12 CFR § 205.11.
  2. Marcus failed to secure my funds and allowed an unauthorized withdrawal of $250,000.00
  I am uploading the investigation by the Charlotte County, Florida Sheriff’s Department validating that Marcus only facilitated a simplified, negligent investigation. The detailed and more thorough investigation by the Sherriff’s major crimes, cyber-crimes, Attorney General’s Office, and Secret Service negate your intensity of your investigation.
  Knowing the lawful facts, Marcus conducted an inadequate investigation. Unauthorized withdrawals were conducted by unauthorized users. Marcus did not attempt to limit the amount of the withdrawals. With each of these transactions exceeding the $10,000.00 daily aggregate amount, no Suspicious Activity Report was filed. No communication to this account holder was ever initiated.

  Business Response

  Date: 07/17/2023

  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 July 10, 2023. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the “Customer”) related to unauthorized transfers in their Online Savings Account (“OSA”) held with the Bank.
  On January 4, 2023, the Customer contacted the Bank to dispute unauthorized transactions to their OSA. The Bank completed its investigation, confirmed the transfers were authorized using the Customer’s online banking profile into an account confirmed to be in the Customer’s name. The Bank mailed a Dispute Claim Denial letter to the Customer.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 07/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My computer was hacked, and I DID NOT AUTHORIZE any online transactions.The Marcus by Goldman Sachs "investigation" failed what they saw was connected to my IP address. Did anyone at Marcus read the Sheriff's accounting of the facts? Unauthorized withdrawals were conducted by unauthorized users. Marcus did not attempt to limit the amount of the withdrawals. With each of these transactions exceeding the $10,000.00 daily aggregate amount, no Suspicious Activity Report was filed. No communication to this account holder was ever initiated..During this.time, Marcus customer service was inadequate, had no answers, referred me to different departments where each agent knew nothing. Each phone call lasted a minimum of two hours being placed on hold, with not one representative wanting to help with any relevant information. I sincerely request that someone read the investigation report, and the contents of the EFTA.

  I would like to see how your investigation went beyond my IP address to prove that you did not allow my funds to be stolen. How does your investigation measure up to the investigation completed by the Major Crimes unit in Charlotte County, Florida?
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 07/24/2023

  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 July 18, 2023. The Bank appreciates the opportunity to address the concerns raised by ***** ******* (the “Customer”) related to unauthorized transfers in their Online Savings Account (“OSA”) held with the Bank.
  Per the Bank’s previous response, the Bank completed its investigation and confirmed the transfers were authorized using the Customer’s online banking profile into an account confirmed to be in the Customer’s name. The Bank mailed a Dispute Claim Denial letter to the Customer. Additionally, the Bank advised the Customer to contact the linked external bank regarding the recovery of funds.
  Based on the above details, the Bank kindly request this complaint to be closed.

  Customer Answer

  Date: 07/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because::

  If the investigation report, done by major crimes and cyber crimes, was read, and considered, how does Marcus conclude that they hold no responsibility for keeping my funds secured? I have requested the details of the investigation details done by Marcus.

  Why wasn't an SAR report initiated, even after I filed a dispute and made numerous phone calls.The financial institution has the responsibility to file a report within
  30 days regarding any account activity they deem to be suspicious or out of the ordinary. Hackers removed the funds without authorization. You allowed the removal.You hold the responsibility for allowing the removal of funds. Where the funds went is secondary. You allowed the hackers to steal my money.You discounted all EFTA procedures.

  Your constant excuse to avoid the facts is inexcusable. Through all my requests, you have failed to even disclose the documents used to uphold your erroneous conclusion. A monthly statement is not an investigation..
  
  
  
  Sincerely,
  
  
  
  ***** *******