Complaints

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

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  Marcus by Goldman Sachs

  11850 S Election Rd Draper, UT 84020-6887

  
• 

  Marcus by Goldman Sachs

  PO Box 45400 Salt Lake City, UT 84145-0400

  
• 

  Marcus by Goldman Sachs

  PO Box 1978 Cranberry Twp, PA 16066-0978

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

• Initial Complaint

  Date:02/12/2025

  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.

  APPLE CARD/GS BANK USA **************** Balance: $2,063.00 THE LAW CLEARLY STATES: 15 USC 1681b(2) – PERMISSABLE PURPOSE of consumer reports, THE LAW CLEARY STATES: (a)In general Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other: (2) IN ACCORDANCE WITH THE WRITTEN INSTRUCTIONS of the CONSUMER to whom it relates. I DID NOT give any Credit Reporting Agencies written authorization or written instructions to report this information. Your agency not only has violated federal law, but also, has violated the Fair Credit Reporting Act. YOUR agency has in fact committed AGGRIVATED IDENTITY THEFT and I've sustained defamation of character as a cause of this matter. I am demanding that the reporting information be DELETED from my consumer report OR I will have no choice but to take legal action against your agency for willfully violating the law after I've clearly explained to you how you've violated me and broken federal law. I HAVE WELL DOCUMENTED THIS REPETED BEHAVIOR BY YOUR AGENCY TO REPORT PUBLICLY, MY PRIVATE INFORMATION WITHOUT MY EXPRESSED WRITTEN CONSENT. You are now willingly violating federal laws and the FCRA. I will be seeking FULL MONETARY DAMAGES laid out within 15 USC 1681n and 15 USC 1681o of the Fair Credit Reporting Act.

  Business Response

  Date: 02/19/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on February 12, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* ****** (the “Customer”) related to credit reporting for the Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Bank’s records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on November 25, 2020. 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 charged off on November 30, 2022, as a result of the Customer failing to make a payment to satisfy the minimum amount due by May 31, 2022. The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for Credit Bureau Reporting reminders to the email address on file. 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 update the Customer’s credit reporting.
  The Bank sent the Customer documents on February 17, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 6 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $2,063.84 provided in the latest statement from November 30, 2022. The Bank is unable to provide the Customer with compensation.
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  

• Initial Complaint

  Date:02/12/2025

  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.

  APPLE CARD/GS BANK USA (Original Creditor: GOLDMAN SACHS BANK USA) **************** Balance: $4,025.00 I am attempting to handle this matter privately, now. ` Your agency has broken federal law on more than one occasion. Under 12 CFR 1006.34(b)(5), you are obligated to provide verification of the debt when requested by a consumer. To date, you have failed to provide any documentation or information to substantiate this debt. Your failure to meet this legal requirement constitutes a violation of my consumer rights under the Fair Debt Collection Practices Act (FDCPA) and other applicable laws. Furthermore, I have not been given an opportunity to dispute the account as required by 12 CFR 1006.34(c)(4)(i), which mandates that a consumer must be given a reasonable period to dispute the debt. Instead, you have placed an erroneous and unverified collection on my consumer report, which is in clear violation of my rights. Additionally, I assert that your actions in reporting this account to consumer reporting agencies without providing the required validation and disclosures are false, misleading, and deceptive. This is in direct violation of 12 CFR 1006.34(c)(4)(i) and 15 USC 1681s-2(7)(A), which prohibit such practices. Given the above violations, I demand that you immediately cease reporting this collection account to any credit bureaus and remove any inaccurate entries related to this account from my credit report. You are also required to provide the appropriate validation of this debt under 12 CFR 1006.34(b)(5). If you fail to comply with these requests within the timeframes outlined in the law, I will be forced to escalate this matter, including filing complaints with the Consumer Financial Protection Bureau (CFPB), the BBB and the Federal Trade Commission (FTC), as well as pursuing legal action if necessary. Citing 15 USC 1692g of the FCRA I am requesting that you validate this debt immediately as well.

  Business Response

  Date: 02/19/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on February 12, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ****** (the “Customer”) related to validation of the debt owed for the Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Bank’s records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on July 12, 2022. 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 charged off on March 31, 2024, as a result of the Customer failing to make a payment to satisfy the minimum amount due by June 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 on file. 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 update the Customer’s credit reporting. The Bank is the original creditor and is not a debt collector.
  The Bank is unable to opt the Customer out of credit reporting. The Apple Card Privacy Policy was provided at the time of account opening and the Customer may view it in the Wallet app or by accessing ****************.
  The Bank sent the Customer the requested documents on February 5, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and 21 months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $4,025.14 provided in the latest statement from March 31, 2024.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:02/12/2025

  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.

  Goldman Sachs Bank (GS BANK-GM) Account Opened: 2/28/2015 Account Number: ************** High Credit: $7,436.00 To Whom It May Concern, I am disputing a fraudulent account that was opened with Goldman Sachs Bank under my name on 2/28/2015. The account number listed is not one that I recognize, and the high credit balance of $7,436.00 is not associated with any transactions I made. This account was opened without my consent and is a clear case of identity theft. To resolve this issue, I have filed a complaint with IdentityTheft.gov, and I have attached a copy of this complaint for your reference. I kindly request that you investigate this matter and remove the fraudulent account from my credit report as soon as possible. Please provide me with a confirmation once this has been addressed. Thank you for your prompt attention to this matter.

  Business Response

  Date: 02/19/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to GM Card via the Better Business Bureau (“BBB”) Complaint Portal on February 12, 2025. The Bank appreciates the opportunity to address the concerns raised by Babak Rahimi (the “Customer”) related to a GM Card opened without authorization.
  The Bank conducted an investigation and confirmed no Bank error occurred. Based on the Bank’s investigation, the Bank determined the Customer is liable for the account. The Bank confirmed the account was reported accurately to the Credit Reporting Agencies. According to the Bank’s records, the Customer opened a GM Card and consented to the GM Card Customer Agreement on February 28, 2015.  As stated in the GM 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. As a result of the Customer’s request, the Bank successfully closed the account on December 15, 2022.
  The account was charged off on June 23, 2023, as a result of the Customer failing to make a payment to satisfy the minimum amount due by December 20, 2022. As a result, the Bank reported the account past due to the Credit Reporting Agencies. The Bank successfully delivered Statements, Payment Due Reminders, Missed Payment Reminders, and Eligible for Credit Bureau Reporting reminders to the email address on file. According to the Bank’s records, the Customer issued a one-time payment in the amount of $619.73 on July 25, 2024, and a payment in the amount of $6,817.06 on December 27, 2024. The Bank confirmed the charge off balance is now paid. The Bank is obligated to report accurately to Credit Reporting Agencies and is unable to update the Customer’s credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of my three accounts at Marcus (Goldman Sachs) was missing all monthly bank statements. I contacted customer service, and they confirmed the issue but could not explain why. Instead of restoring my electronic statements, they mailed 18 months of paper statements, which I did not request. On February 3, 2025, I received the paper statements via UPS and, on the same day, an email stating that my statement delivery preferences had been changed—something I never authorized. On February 4, 2025, I attempted to transfer funds to pay a bill and discovered that my accounts were frozen without notice. I called customer service, and after multiple escalations, I was told the issue was sent to the "back office" for review. No one followed up. On February 6, 2025, I called again. My case was escalated once more, and I was promised a call back. As of February 7, 2025, I have received no response, no explanation, and still cannot access my funds. Marcus has not communicated why my accounts were frozen or when I will regain access. I have bills due and cannot pay them because my money is being withheld without justification. Resolution Sought: Immediate unfreezing of my accounts. A written explanation for why my funds were frozen. Restoration of my statement delivery preferences to electronic PDFs.

  Business Response

  Date: 02/14/2025

  BBB Response Hope
  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 February 8, 2025. The Bank appreciates the opportunity to address the concerns raised by ******* **** (the "Customer”) related to their Online Savings Accounts (“OSA”).
  On January 21, 2025, the Customer contacted the Bank advising their statements were not available online for their OSA (account ending in 2763). As the Customer had been unable to access their statements electronically, the Bank opened an investigation into the concerns and temporarily adjusted the Customer’s statement delivery preference to paper. Subsequently, on January 31, 2025, the Bank mailed the requested statements to the Customer’s address on file. After further review, the Bank identified the technical issue regarding the delivery of the Customer’s statements and updated their delivery preference back to electronic as requested.
  Separately, on February 3, 2025, the Bank conducted an account maintenance review and identified security concerns with the Customer's joint OSAs and restricted their online banking access. The following day, the account holders contacted the Bank regarding their account access, but the security concerns remained.
  After further review, on February 10, 2025, the Bank resolved the security concerns affiliated with the Customer’s joint accounts and restored all account holder’s online banking access. The following day, the Bank completed the Customer’s request to transfer funds from their OSA (account ending in ****) to their external account. Due to the experience, the Bank has provided the Customer with a credit to their account as a token of goodwill.
  Based on the above details, the Bank kindly requests this complaint to be closed.

• Initial Complaint

  Date:02/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Apple Card / GS Bank USA. I do not have a contract with and debt collector.

  Business Response

  Date: 02/14/2025

  
  
  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to Apple Card via the Better Business Bureau (“BBB”) Complaint Portal on February 7, 2025. The Bank appreciates the opportunity to address the concerns raised by **** ******** (the “Customer”) related to credit reporting for the Apple Card.
  
  The Bank conducted an investigation and confirmed no Bank error occurred. According to the Bank’s records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on June 9, 2022. 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 Bank confirmed the account was reported accurately to the Credit Reporting Agencies. The account was charged off and closed on August 31, 2024, as a result of the Customer failing to make a payment to satisfy the minimum amount due by January 31, 2024. The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for Credit Bureau Reporting reminders to the email address on file. The Bank is obligated to report accurately to Credit Reporting Agencies and is unable to update the Customer’s credit reporting. The Bank is the original creditor and is not a debt collector.
  
  The Bank sent the Customer the requested documents on February 13, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and one year of statement history showing records of transactions and payments to validate the balance and the debt owed. As of December 31, 2024, the Customer’s balance was paid in full.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a total of $9,701.46 in disputed charges on my credit card issued by Marcus by Goldman Sachs. These charges were made across multiple months by various merchants, including The Stow Company ($3,206.02), PayPal ($825.00), and SQ *Unifirm Handyman Services ($260.00). These charges are fraudulent, and the merchants either failed to deliver the promised services or overcharged me without my authorization. After reviewing my evidence, Marcus initially credited my account and removed the charges. However, they later reinstated the charges without valid justification, leaving me with a balance I do not owe. List of Disputed Charges 1. The Stow Company: $3,206.02 2. *PayPal Johngacinsk: $825.00 3. The Home Depot: $802.65 4. Charlie Palmer Steak: $602.50 5. Spirit AI: $498.00 6. Traveluro Hotels: $406.00 7. CR Nat’l Harbor: $382.78 8. Loewe Greene St: $335.96 9. AppSumo.com: $330.30 10. Tcktweb*JeffLewis: $326.36 11. *SQ Unifirm: $325.20 12. The Home Depot: $315.66 13. Solosuit: $300.00 14. *SQ Unifirm: $268.80 15. Choice Home Warranty: $262.50 16. *SQ Unifirm Handyman Services: $260.00 17. Glasses USA Inc.: $253.97 18. *SQ Unifirm: $226.26 19. *SQ Unifirm Handyman Services: $225.00 20. Choice Home Warranty: $218.75

  Business Response

  Date: 02/14/2025

  Goldman Sachs Bank USA (the “Bank”) received the above-referenced complaint related to GM Business Card via the Better Business Bureau (“BBB”) Complaint Portal on February 07, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******** ** (the “Customer”) related to twenty transaction disputes with multiple merchants.
  The Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed a transaction with the merchant THE STOW COMPANY in the amount of $3,206.02 on August 10, 2023. The Bank applied a temporary credit while the dispute was investigated. On September 09, 2023, the merchant posted a partial refund credit in the amount of $2,000.00 and confirmed the Customer was still in possession of the merchandise. The Customer’s evidence was insufficient in showing the merchandise had been returned. Based on the refund, the Bank resolved the dispute as merchant credited. As a result, the temporary credit that was applied to the Customer’s account was reversed on October 21, 2023. The Bank sent the Customer an email detailing the dispute outcome.
  The Customer initially disputed a transaction with the merchant TRAVELURO HOTELS in the amount of $406.00 between August 22, 2023, and January 24, 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 sufficient evidence showing services were provided as described. The Customer’s evidence was insufficient in showing services were not provided. As a result, the temporary credit that was applied to the Customer’s account was reversed between October 21, 2023, and March 20, 2024. The Bank sent the Customer an email detailing the dispute outcome.
  The Bank confirmed as of February 10, 2025, eighteen transaction disputes remain under investigation, and the Bank expects completion within 2 billing-cycles from the date of receipt and no later than 90 days from date of receipt. During the investigations, the account does not incur interest for the amount in dispute and the Customer is not responsible for repayment. Customers can send dispute evidence at any time by responding to the request for evidence email or by mail to Goldman Sachs Bank USA, Salt Lake City Branch, Lockbox 70321, Philadelphia, PA 19176-0321. The Customer should label all evidence with the case number and avoid sending original documents. If no new evidence is received by the Customer, the dispute resolution may not change.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a 12 month CD with Marcus on 12/20/2023 with $50,000. I did not tell them nor did I want them to renew the CD at its maturation date. Marcus did not inform me that they had set a default selection to automatically renew the CD into a new 1 year contract upon maturation. I discovered that the CD was rolled over into a new 1 year term on February 4th 2025. I contacted the Marcus customer service to ask them to close the account and they said I must pay them 90 days simple interest to do so. They admit that Marcus always sets the default to rollover. They sent me a email about another CD that had matured after the 10 grace period that said we should celebrate the renewal! And the email said that I would always be in the driver seat as to how I wanted to handle my CD at maturation time which I think is disingenuous because they make the selection for you.

  Business Response

  Date: 02/11/2025

  BBB Response
  ******* ** ********
  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 February 7, 2025. The Bank appreciates the opportunity to address the concerns raised by ****** ******* (the "Customer”) related to the renewal of their Certificate of Deposit (“CD”).
  In accordance with the Bank’s Deposit Account Agreement (“DAA”), Customers may notify the Bank (an “Early Instruction”) up to twelve months before their CD matures if the Customer does not wish for it to renew or wishes to renew it with modifications. In the event there is not an Early Instruction in place, the CD will automatically renew.
  On November 20, 2024, 2024, thirty days prior to the CD’s maturity date, the Bank sent a notification to the email address on file notifying the Customer of the CD’s upcoming maturity date. Additionally, the Bank allowed the Customer to make changes to their CD for ten days following the maturity date. The Customer did not provide Early Instructions prior to the maturity date or within the grace period and the CD automatically renewed.
  On February 5, 2025, the Customer contacted the Bank regarding the renewal of the CD and requested to close their account. A Bank specialist informed the Customer that an Early Withdrawal Penalty (“EWP”) would be applied for closing the account prior to the maturity date.
  Unfortunately, the Bank is unable to honor the Customer’s request to waive the EWP. If the Customer wishes to close their CD prior to the maturity date, an EWP will be applied.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 02/12/2025

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

• Initial Complaint

  Date:02/04/2025

  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.

  purchsed a gm vehicle and set up a gm **** card at same time. Marcus sent an invoice on behalf of ** in an email I missed They called I explained I never recieved a bill. Paid it in full and closed the account. called them 3 times they send me a bill everymonth with a late fee it is now at $139.90 and increases each month for a card that is paid in full and closed. they have effected my credit.

  Business Response

  Date: 02/11/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to GM Card via the Better Business Bureau (BBB) Complaint Portal on February *******. ******** appreciates the opportunity to address the concerns raised by ******** ****** (the Customer) related to late fees assessed on a GM Card account.
  ******** conducted an investigation and confirmed no Bank error occurred.According to the Banks records, the Customer opened a GM Card and consented to the GM Card Customer Agreement on August 05, 2024. As stated in the GM Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments,Missed Payments, or other defaults on the account. The Customer agreed to receive statements electronically when they accepted the offer and opened the account. Additional details can be found in the ********************************* Agreement. ******** sent the Customers monthly statement electronically to be viewed on ******************************.
  The Customer did not make a payment to satisfy at least the minimum amount due by September 21, 2024, until October 15, 2024. As a result, the account was assessed a late fee in the amount of $29.00. The Customer has not made a payment to satisfy at least the minimum amount due by November 21, 2024. As a result, the account was assessed additional late fees and interest on November 24, 2024, December 24, 2024 and January 24, 2025.******** successfully sent Statements Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address provided by the Customer. ******** is unable to reimburse the late fees and interest charges assessed to the account. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22897632
  
  I am rejecting this response because:

  Yes I agreed to the a GM card by the ** dealer.  the emails came form either Goldman Sachs or some other company which is why it was not recognized.  Once I recieved a phone call notifiying me I missed the invoice and payment I immediately paid it in full.  I have made several calls to address this issue.  In my opinion poor customer service it was clearly not intential and the account is closed and paid in full.  I would never recomend this company in the future based on this customer service.  I have excellent  credit this one issue will not have a big effect on my credit score and fortunelty I do not have a need for any credit in the future.  It is a matter of principle that this company doesnt see the reality of the situation and just let it go.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a Marcus savings account last month and set a monthly transfer plan at the beginning of each month. However, yesterday, I stumbled upon my account being closed for no reason. I called back and forth to customer service at least five times and answered every questions correctly and clearly, but no one was able to really help me resolve the issue. It shows that either the communication system inside Marcus is very messy, or I am being targeted for not being able to transfer my money out. I am tired of this, and would like to refund the full amount of money.

  Business Response

  Date: 02/14/2025

  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 February 10, 2025. The Bank appreciates the opportunity to address the concerns raised by **** **** (the “Customer”) related to accessing their Online Savings Account (“OSA”).
  On February 3, 2025, the Bank conducted an account maintenance review, identified security concerns regarding the Customer’s identity, and restricted their OSA. The following day, due to ongoing security concerns, the Bank made a business decision to close the Customer’s OSA.
  After further review, on February 13, 2025, the Bank determined the account closure had been erroneous. Subsequently, the Bank re-opened the OSA and credited the funds back to the account. Additionally, the Bank restored the Customer’s online banking access. Later that same day, the Customer initiated the closure of their OSA by transferring funds to an external account.
  Separately, the Bank determined the Customer is owed additional interest accrued. The Bank is in the process of crediting the appropriate interest to Customer’s OSA. The Bank will contact the Customer to assist with reopening the OSA and transferring the additional interest.
  Based on the above details, the Bank kindly requests this complaint to be closed.

  Customer Answer

  Date: 02/18/2025

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

  Thanks for BBB and the reply from Marcus. I am not satisfied with the chaotic and intransparent way inside Marcus. It is very time-consuming to deal with unreasonable verifications. I think some compensation can be made. This is not only a way of reimburse myself, but also a way to remind Marcus itself the quality of service.

  
  Sincerely,
  
  ****

• Initial Complaint

  Date:01/30/2025

  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.

  Jan 20, 2025, I attempted to open a CD account online. Was told to call the number with the application ID. This ID is: ***************** I spoke to several people, wasted a lot of time getting the run around. The lady told me my phone number is not able to be verified in their system. They did not explain how to fix this. I spoke to three people who contradicted each other. None would help to resolve the issue. They said they can't tell me the reason for security purposes. Was told my application was manually declined. Was told to reply because they did not know why. Re-appliation ID: #****************. Called again and given a complaint number: ************. Was told there is no follow-up that will be done. All my information is legitimate an accurate. I'm being denied the opportunity to open an account due to some error on their system and they are not interested in resolving the problem. This is very bad customer service.

  Business Response

  Date: 02/07/2025

  BBB Response Navarrete
  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 January 31, 2025. The Bank appreciates the opportunity to address the concerns raised by ******** ********* (the "Consumer”) related to their application experience.
  Per the Bank’s records, on January 30, 2025, the Consumer submitted two applications via the Bank’s website. As part of the Bank’s application process, the Bank conducts a review to verify the identity of each applicant. Unfortunately, the Bank declined the application as the Consumer’s identity could not be verified.
  If the Consumer wishes to re-apply for an account and continue with the application process, the Consumer may submit another application by contacting the Bank.
  Based on the above details, the Bank kindly requests this complaint to be closed.