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Complaint Details
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Initial Complaint
09/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
(Marcus case number for reference: ************) On 08/11/2024, I transferred $10k out of my Marcus savings account. By 08/13/2024, Marcus locked me out and asked me to call them. I verified my identity with a telephone operator using my name, SSN, DOB, and secret word. I was then transferred to a specialist who needed to verify my phone number via a PIN, but my number was deemed "not eligible." The specialist then requested my driver's license/Real ID, but Wisconsin was not on their list. Without verification, I was told to call back in 3-7 business days. On 08/20/2024, after five business days, I called again at 10:30 am CST. The process was the same: verification issues with my phone number and driver's license, and I was told to wait another 3-7 days. On 08/27/2024 at 1:05 pm CST, the same issues arose, and I was told my case was still under review and to call back after another 3-7 days. I expressed frustration about the repeated waiting periods, and the specialist advised calling directly in three days. On 08/31/2024, I called again at 11:21 am CST but was told to wait 7-10 more days. I was advised to use a relative's number for verification and to contact a supervisor after Labor Day. On the same day, at 12:06 pm CST, I provided my partner's number, but it also failed. I was again told to wait 7-10 days. After Labor Day, on 09/03/2024 at 9:43 am CST, I called for the sixth time. The process repeated, with issues sending a PIN to both my and my partner's numbers. I requested to speak with a supervisor. The supervisor had no additional information, couldn't contact the reviewing department, and couldn't provide a timeline. I was told the back office handling the review does not take customer calls. Despite six calls, there was no progress or communication about when my issue would be resolved. Every time I was fooled into waiting for 3-7 business days. This ongoing lack of access to my funds has been causing significant mental stress and frustration.Business response
09/10/2024
BBB Response Liu
ID 22236481
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 4, 2024. The Bank
appreciates the opportunity to address the concerns raised by Yijun Liu (the “Customer”) related to
accessing their Online Savings Account (“OSA”).
On August 13, 2024, the Bank received a withdrawal request from the Customer’s OSA to an external
account. During the transfer processing review, the Bank identified security concerns and attempted
unsuccessfully to contact the Customer. Consequently, the Bank restricted the account until the security
concerns could be resolved.
Between August 20, 2024, and September 3, 2024, the Customer contacted the Bank regarding their
account access, but the security concerns remained. On September 6, 2024, the Bank contacted the
Customer to address the security concerns and a Bank specialist assisted with verifying the Customer’s
identity utilizing alternate methods. Subsequently, the Bank specialist restored the Customer’s online
banking access.
Based on the above details, the Bank kindly requests this complaint to be closed.Initial Complaint
09/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I did two transfer out from Marcus savings account to external my Bank of America account on 8/27 but returned, I called to verify the transactions but they locked my account. I provided all the correct info to verify but the customer service rep and plus supervisor gave me hard time keeping saying they cannot verify me, I must wait for someone from their review department to call me. I got a missed phone call on 9/2 from Marcus and the lady left message ask me call back to Marcus, I did, but the reps there still refuse to verify and let me wait for another phone call. I totally called 5 times since 8/28 but still has not get an answer. I feel like Marcus intentionally hold funds and locked account. it is shady because the following ready during the phone calls: 1. they keep saying will send me a code to 2 phone numbers that I don't recognize 2. they also said since you have CA driver's license, so they cannot send me code 3. they asked me if I want to change my secret questions even cannot verify me 4. they transfer me to Goldman Sachs customer phone, saying they don't have full of my info, only Goldman Sachs has. Goldman Sachs customer rep verified me successfully by using the info I provided to Marcus, same answers 5. after they failed to verify me, I asked I can provide my account number to make sure we are talking about the customer is me, but they said giving account won't help 6. they should verify external accounts already after I setup my own external account earlier. I did many times transfer in & out before, no problem, but this time they locked my account 7. they don't transfer me to the correct department when I call they, only let me wait for someone call me. If I miss the incoming call, I have to call back report the issue again and again, then waiting for they call me back one more time. Now I want transfer the money around $161k to my external account, this is urgent funds to buy the house and i will get penalty if I don't pay escrow on timeBusiness response
09/11/2024
BBB Response Meng
ID 22236456
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 4, 2024. The Bank appreciates the opportunity to address the concerns raised by Wenjuan Meng (the “Customer”) related to accessing funds in their Online Savings Account (“OSA”).
On August 28, 2024, the Customer initiated two outgoing transfers from their OSA to an external account. During the transfer processing review, the Bank identified security concerns with the Customer’s identity and reversed the transfer. The Bank attempted unsuccessfully to contact the Customer to address the security concerns; thus, the Bank restricted the Customer’s OSA until the concerns could be resolved. Later that day, the Customer contacted the Bank regarding their OSA access; however, the Bank could not successfully authenticate the Customer and the security concerns remained.
After further review, on September 9, 2024, the Bank contacted the Customer and assisted with resolving the security concerns using alternate methods. Subsequently, the Bank specialist removed the restrictions from the Customer’s OSA. On September 10, 2024, the Customer initiated a successful outgoing wire transfer from their OSA to an external account.
Based on the above details, the Bank kindly requests this complaint to be closed.Initial Complaint
09/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My wife and I have a joint savings account at Marcus By Goldman Bank. We opened this account on July 14, 2024. Since we opened this account, it has been a nightmare. My access has been blocked twice and even after calling numerous times and providing all the correct information, they say there is a problem. I spend hours calling this bank, which has the worst customer service, and nothing gets resolved. On August 29, I transferred funds to my Bank of America and the amount was returned to the Marcus account. They still keep my access blocked. My wife has access to the account, but it is frozen. She can only see our money. They do not allow her to transfer her. Every time she tries to transfer, there is an error. It's absurd that they hold onto our money. They have done this to many customers. There are hundreds of customers with blocked accounts and with held money. It's no use calling, sending a message through chat because nothing gets done! They just deceive you and you are left without your money. They ask for 5 to 7 days to make a fool out of you and never call back. I feel cheated by this bank.Business response
09/10/2024
BBB Response Florido Da Silva
ID 22232480
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 3, 2024. The Bank
appreciates the opportunity to address the concerns raised by Joao Batista Florido Da Silva (the
"Customer”) related to accessing their Online Savings Account (“OSA”).
Per Bank records, on August 30, 2024, the Customer initiated an outgoing transfer request from their
OSA to an external account. During the transfer processing review, a Bank specialist erroneously
identified security concerns regarding the OSA, declined the transfer, and restricted the account.
After further review, on September 9, 2024, the Bank restored the Customer’s online banking 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 requests this complaint to be closed.Customer response
09/11/2024
Complaint: 2223248
I am rejecting this response because:
In less than 50 days, I had my access blocked. Dozens of times I call and they never solve the problem. My money continues to be held. My wife and I cannot withdraw our money to pay our rent. My wife scheduled a transfer for 09/09/24 in the amount of 2,500.00 and once again you did not complete the transfer, holding our money. She made another transfer appointment for 1,500.00 for 11/11/24 and we are waiting. So far, I am still without money and with our money held. I logged into my Marcus account now and my access was restored, I made a transfer of 2,546.09 at this moment. I hope these transfers are made and are in my Bank of America account. Before I recover my money held by Marcus bank, I will not withdraw the complaint, I will do so after our money is returned.
Sincerely,
Joao Batista Florido Da Silvado Da SilvaInitial Complaint
09/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have an account with Marcus by Goldman Sachs that has been closed for quite some time. I’ve called the company several times and each time there’s a different response with no results. However, I have multiple case numbers(************ * ************) where I was told the account is closed and my funds would be returned. I spoke to a supervisor and they said the other associates never closed the account in order to initiate the return of the funds. During that conversation she assured me that she completed the task and funds would be returned within 7 to 10 business days. We’re well beyond that. The customer service department seems very incompetent in their duties. With that combined with the language barrier it’s hard to get anything done and I’m tired of going back and forth over the same thing. Simply, I only want my funds returned(ASAP).Business response
09/09/2024
BBB Response Thompson
22229741
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 2, 2024. The Bank appreciates the opportunity to address the concerns raised by Micheal Thompson (the “Customer”) related to the closure of their Online Savings Account (“OSA”).
On June 5, 2024, the Bank performed an account maintenance review, identified security concerns regarding the account, and attempted to unsuccessfully contact the Customer. Subsequently, the Bank restricted the Customer’s OSA. Due to ongoing security concerns the Bank made a business decision to close the Customer’s OSA.
On July 1, 2024, the Customer contacted the Bank regarding their account access and a Bank specialist informed the Customer of the Bank’s decision. Unfortunately, due to inadvertent errors, the Bank experience a delay in processing the account closure.
On September 5, 2024 and September 6, 2024, the Bank attempted unsuccessfully to contact the Customer to assist with re-initiating the closure of their OSA. The Bank requests the Customer to contact 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 for further assistance.
Based on the above details, the Bank kindly requests this complaint be closed.Customer response
09/10/2024
Complaint: 22229741
I am rejecting this response because: I contacted the company on September 10, 2024 around 10:30 am, again. I spoke with Brandon with the security team for about 50 minutes (see attachment) but was on Hold most of that time while they worked on a solution, again. After updating my phone number, again I was told that another department would force close this account, again. Brandon seemed knowledgeable in his part so I’m curious as to who else will blow this, again.
Sincerely,
Micheal ThompsonBusiness response
09/17/2024
BBB Response Thompson
22229741
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 10, 2024. The Bank
appreciates the opportunity to address the additional concerns raised by Micheal Thompson (the
“Customer”) related to accessing their Online Savings Account (“OSA”).
On September 10, 2024, the Customer contacted the Bank regarding the status of their account. A Bank
specialist assisted with resolving the security concerns by verifying the Customer’s identity, but did not
assist the Customer with closing their OSA.
On September 17, 2024, the Bank attempted unsuccessfully to contact the Customer to assist with
account closure. The Bank requests the Customer to contact 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 for further
assistance. Due to the experience, the Bank has 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 be closed.Initial Complaint
09/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On June 8th 2023 my account was opened. On November 14th/15th 2023 I tried to withdraw $4,000 from my savings account to my checking account ( and my transaction got cancelled and I called Marcus by Goldman Sachs and they told me my account was locked due to fraudulent activity and whether they can confirm my identity and they use a phone number code system but they told me that my phone number wasn't coming up in their system because I just had my number for less than three months, so they asked me if I had an alternate phone number but I did not but they said they can verify my identity with a drivers license and I was able to acquire my driver's license by December 4th 2023 and when I called to use it they said it can't be used because Oklahoma driver license doesn't qualify they also let me know before I called them back on December 5th 2023 that I could use an affidavit of identity to get the money back but they always said I would get it in the mail but I never did I ended up having to get the affidavit of identity myself at a UPS which I mailed to their address which they received on the 13th of December and after multiple calles they always extended the deadline and I was so overwhelmed by the experience that I got tired. I still used to get monthly balances of the account and the last one I received was in march due to moving to a different address but I recently called them which was on August 27 2024 and that was the day my account got closed and moved to unclaimed funds and I called them back and they said it had already been closed due to inactivity since April of 2024. and as of March 31st 2024 there is 4,636.62 in the account and I want all of it back please.Business response
09/09/2024
BBB Response Iyelolu
ID 22229292
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 2, 2024. The Bank appreciates the opportunity to address the concerns raised by Toluwalase Iyelolu (the "Customer”) related to accessing funds from their Online Savings Account (“OSA”).
On November 17, 2023, the Customer initiated multiple outgoing transfer requests from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the Customer’s identity, declined the transfer, and restricted the OSA until the security concerns could be resolved. Subsequently, the Customer contacted the Bank regarding their transfer requests, however, the Bank could not successfully authenticate the Customer and the security concerns remained.
As an alternative verification method, the Bank requested an Affidavit of Identity (“AOI”) and the Bank received the completed AOI from the Customer on December 13, 2024. Unfortunately, due to agent error, the completed AOI was not properly reviewed. Subsequently, due to the unresolved security concerns, the Bank made a business decision to close the Customer’s OSA.
On August 27, 2024, the Customer contacted the Bank regarding their OSA access and, after further review, a Bank specialist resolved the security concerns by verifying the Customer’s identity with the previously received AOI. Further, the Bank specialist advised the Customer that the funds must be transferred to the respective funding account. On September 6, 2024, the Bank reopened the Customer’s OSA with the appropriate funds and interested credited. Later that day, the Customer contacted the Bank to initiate an outgoing transfer request from their OSA to the respective funding account, which the Bank specialist successfully processed.
Due to the experience, the Bank provided the Customer’s account with a credit as a token of goodwill.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer response
09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22229292, and find that this resolution is satisfactory to me.
Sincerely,
Toluwalase IyeloluInitial Complaint
09/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The past year a company UTRTIN.com has been charging random amounts to my account. I've disputed them 5 times now. The last two times the customer service rep said they will ask for some written confirmation for me and nothing has been provided. Just the response that the "investigation team has made a determination that the charges are good" I can never get to a supervisor or someone in upper management. only employees that read a script. There are 33 transactions totaling around $1000.Business response
09/09/2024
Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on September 2, 2024. The Bank appreciates the opportunity to address the concerns raised by Rodger Darby (the “Customer”) related to multiple transaction disputes with the merchant ulttis.com and utrtin.com totaling $1,358.74.
The account is currently under review. The Bank requires additional time to complete the investigation. The Bank will follow up with the Customer on the completion of the investigation. The Customer can contact the Bank directly with any questions at 1-877-255-5923 or by message from the Wallet app. Bank representatives are 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 response
09/10/2024
Complaint: 22228616
I am rejecting this response because: I did not make these purchases. if you go on the utrtin.com website and read it. it's for some kind of membership. If you select the 'billing questions' tab and read it. it contradicts what charges they are sending to my apple card. I'll type it here beacuse i've asked EVERYTIME for them to go check out the website. it reads "We operate a repead billing policy. This means that once your initial membership period has expired, for your convenience, your membership will be automatically be renewed at the SAME RATE that you signed up for ....If you will look at all the different amounts they are passing through, it is so obvious this is a scan company. WHY can you provide me ANY information about what it is i purchased? I"ve asked for this in writing from UTRTIN the last two rounds of complaints that went through the wallet app. I'm in a vicious loop. the charges are put back on my account ... I go through the app and complaing and the rep says they will take care of it. a few weeks later they come right back to my account.
Sincerely,
Rodger DarbyBusiness response
09/18/2024
Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on September 11, 2024. The Bank appreciates the opportunity to address the concerns raised by Rodger Darby (the “Customer”) related to multiple transaction disputes with the merchant ulttis.com and utrtin.com totaling $1,358.74.
The Bank conducted an investigation and confirmed inadvertent processing errors occurred. The Customer initially disputed the transactions in November 2023, February 2024, May 2024, July 2024 and September 2024. The Bank applied temporary credits while the disputes were investigated. Due to processing errors, the Bank resolved the disputes in favor of the merchant. As a result, the temporary credits that were applied to the Customer’s account were reversed January 2024, April 2024, July 2024 and September 2024. The Bank sent the Customer an email detailing the dispute outcome.
The disputes were reopened on September 12, 2024, and the Bank applied temporary credits while the disputes were re-investigated. The disputes were ruled in the Customer’s favor. As a result, the temporary credits that were applied to the Customer’s account were made permanent on September 17, 2024. The Bank sent the Customer an email detailing the dispute outcome.
Based on the above details, the Bank kindly requests for this complaint to be closed.Initial Complaint
08/31/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
on Aug 5, 2024, I opened a CD with Marcus by Goldman Sachs, and transferred 10,000.00 from my Truist bank savings. to that account. Aug 8, 2024, I transferred 10,000.00 from another Goldman Sach account. Aug 14, 2024 I inadvertently transferred 10,000.00 from a Truist account, which held retained earnings from my business. I was not aware at the time of the restrictions as I had not yet received any documents regarding them from the bank yet. I was later advised that the transfer from the business account was not possible, and that the funds would need to be withdrawn. I contacted Marcus, whose representative advised the transfer would need to be done on their end, which I authorized. I then received a call from Marcus advising the transfer was denied, and that the account would have to be closed, and all the deposits returned. I agreed, and authorized the closing of the account and return of the deposits. I Subsequently received several more calls from Marcus representatives, contradicting this arrangement, however the account was closed, and access to any funds was denied. Several calls later, I received another request confirmation, then a decline. A second confirmation was received , followed by another decline. Aug 30, 2024 I received a call from a Marcus representative who advised he had corrected the issue. While in the process of completing this procedure when we got cut off. I then called back the number which was answered by another employee. I asked to speak to the previous employee, but this request was denied. I requested that they contact, as it had only been 30 min prior; this again was refused. I was then transferred to different employee, who advised nothing told to me by any of the other employees was wrong. She again denied the transfer, adding no funds would be returned. The account is now locked. I now have $30,000.00 in limbo, with no access, not earning interest (for me) and apparently no recourse beyond your office.Business response
09/18/2024
BBB Response Valentino
ID 22223980
Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau Complaint Portal on September 11, 2024. The Bank appreciates the opportunity to address the concerns raised by Daniel Valentino (the “Customer”) related to a Certificate of Deposit (“CD”).
On August 5, 2024, the Customer opened a CD and funded it the same day via an external account. On August 13, 2024, during an account maintenance review, the Bank identified security concerns regarding the external account and attempted unsuccessfully to contact the Customer. Consequently, the Bank restricted the Customer’s CD until the security concerns could be resolved. Per the Bank’s Deposit Account Agreement (“DAA”), a customer may not use a business account as an external account. On August 15, 2024, the Customer contacted the Bank and a Bank specialist informed the Customer the external account was not in compliance with the Bank’s DAA.
On August 20, 2024, the Bank contacted the Customer and advised the funds need to return to the funding account. On August 27, 2024, the Customer requested to close the CD and transfer funds to the external account. Subsequently, the Bank specialist initiated the transfer from the CD to the external account on August 28, 2024. However, the next day, the Bank identified additional security concerns regarding the transfer and the external account. That same day, the Bank attempted unsuccessfully to contact the Customer to address the security concerns; thus, the Bank reversed the transfer and restricted the Customer’s CD until the security concerns could be resolved.
On September 17 and September 18, 2024, the Bank contacted the Customer to inform them of the Bank’s decision to close the CD and to transfer the funds to the funding account. The Bank is currently in the process of sending funds back to the funding account and processing the closure of the CD.
Based on the above details, the Bank kindly requests this complaint to be closed.Customer response
09/18/2024
Complaint: 22223980
I am rejecting this response because: I have been advised by the business on numerous occasions that they were processing my transfer; I have yet to receive anything.I will not accept closure of the complaint until it is ACTUALLY resolved.
Sincerely,
Dan ValentinoInitial Complaint
08/31/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Initiated a wire transfer for a closing needed that day. I was told they would not do a wire transfer to an escrow account and needed to transfer to a linked account. I initiated the to my linked account. I was told it could take busineas days for a wire transfer. I receive a voicemail that day from Marcus to call them back. I call them back 10 minutes after they left a voicemail and they tell me they will contact me within 3 business days. They end up canceling the wire transfer for no apparent reason and now I will not be able to close on my loan.Business response
09/17/2024
BBB Response Rohweder
ID 22222973
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 10, 2024. The Bank appreciates the opportunity to address the concerns raised by Zachary Rohweder (the "Customer”) related to accessing their Online Savings Account (“OSA”).
On August 30, 2024, the Customer initiated an outgoing wire transfer from their OSA to an external account. During the transfer processing review, the Bank identified security concerns regarding the account and reversed the transfer. Subsequently, the Bank attempted unsuccessfully to contact the Customer and restricted the Customer’s OSA until the security concerns could be resolved.
On August 31, 2024, the Customer contacted the Bank regarding their OSA access; however, the Bank was unable to clear the security concerns and the restriction remained. Later that day, after further review, the Bank contacted the Customer and resolved the security concerns using alternate methods, and removed the restrictions from the Customer’s OSA. On September 3, 2024, the Customer initiated two transfers, which the Bank successfully processed the same day.
Based on the above details, the Bank kindly requests this complaint to be closed.Initial Complaint
08/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
While traveling, I got billed for a service I did not received. I contacted them and disputed the Transaction on my apple card. I also tried to contact get your guide with no luck. I filed a complaint through BBB and the company replied and admitted they did not provide the service. Now I am getting an email saying they are going to recharge my card. I have sent all this proof prior and they still want to charge me.Business response
09/06/2024
Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on August 30,2024. The Bank appreciates the opportunity to address the concerns raised by Dena Moritz (the “Customer”) related to a transaction dispute with the merchant Getyourguide Tickets in the amount of $165.82.
The Bank conducted an investigation and confirmed no bank error occurred. The Customer initially disputed the transaction on April 18, 2024. The Bank applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the merchant because the merchant provided evidence that the services were provided. As a result, the temporary credit that was applied to the Customer’s account was reversed on June 12, 2024. The Bank sent the Customer an email detailing the dispute outcome. The dispute was reopened on June 12, 2024. The Bank applied a temporary credit while the dispute was investigated. The Bank found in favor of the merchant on June 20, 2024 because the Customer already received a credit of $166.15 from the merchant which posted to the Apple Card account on June 14, 2024. As a result, the temporary credit that was applied to the account was reversed on June 12, 2024. The dispute was reopened on June 18, 2024. The Bank resolved the dispute as a split decision because the Customer already received credit, however provided an additional credit of $1.70 to adjust for currency conversion differences.
The Bank contacted the Customer on September 9, 2024 to address the concerns.
Based on the above details, the Bank kindly requests for this complaint to be closed.Initial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
******** report number ************Business response
09/06/2024
BBB Response Drum
ID 22218543
Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA (the “Bank”), received the above-referenced complaint via the Better Business Bureau Complaint Portal on August 30, 2024. The Bank appreciates the opportunity to address the concerns raised by Kathryn Drum (the “Customer”) related to accessing their Online Savings Account (“OSA”).
On August 28, 2024, the Customer initiated an outgoing transfer request from their OSA to a linked account. During the transfer processing review, the Bank identified security concerns and sent a correspondence to the Customer’s email address on file. Consequently, the Bank declined the transfer and restricted the OSA until the security concerns could be resolved.
On August 29, 2024 and August 30, 2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. On September 2, 2024, the Customer contacted the Bank to resolve the security concerns and a Bank specialist assisted with verifying the Customer’s identity using alternate methods. Subsequently, the Bank specialist restored the Customer’s online banking access. During the same call, the Customer then requested an outgoing transfer from their OSA to a linked account which the Bank successfully processed the later that same day.
Based on the above details, the Bank kindly requests this complaint to be closed.
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Customer Complaints Summary
1,481 total complaints in the last 3 years.
648 complaints closed in the last 12 months.