Marcus by Goldman Sachs Nightmare
Help! I opened up a Marcus savings account 2.5 months ago. I have made withdrawals from it with no issues. I paid my university tuition from the account on Friday (due date) and three business days later I’m getting called from customer service needing to verify that payment was made by me. I verified with them that it was me who made the payment and it’s not fraud, then they told me they needed to verify the original bank account that my funds came from 2.5 months ago. They couldn’t explain why they needed this, and the original external bank account used to transfer funds to my Marcus account is unrelated to my tuition payment, so I thought it was a scam. They told me it was okay to call back later to verify the external account.
After the call, I review my email to find they declined my tuition payment to my university. I immediately called the customer service # and they couldn’t explain why that happened. They then told me they needed to verify the original external bank account and they weren’t sure why they needed to do this because the payment was going to a university. Through all sorts of additional calls, we *finally* were able to get the external bank account where my original funds came from verified. The customer service rep told me that the case is now closed, and there is no way to reverse the “decline” they made on the payment.
I asked the situation to be escalated, so a call was scheduled for them to call me. No one called me back at the time it was scheduled. I called again and explained the entire situation over again. They told me I will have to resubmit the payment. The two issues are 1) now the payment would be considered late and I would have to pay a late fee, and 2) they never put the funds back in my account.
I have asked them to either reverse the decline that should never have happened because it was already verified, or provide me with documentation that I can send to my university to notate what happened on their end, or put the money back so I can resubmit the payment. They said they can’t do any of these things and to send my university the declined payment email (which would be useless).
I have spent HOURS on the phone trying to get this figured out. It has been nothing short of a nightmare. I never thought banking with Goldman Sachs would be such a terrible experience. I am at a loss and don’t know what to do.