Consumer complaint received 2023-07-06
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: GOLDMAN SACHS BANK USA (NY)

Company = Marcus by Goldman Issue = contractual obligation not met on {$100.00} cash promotion on {$10000.00} new money deposited with the bank for 3 months was not paid out due to a technicality in timeline ( despite multiple confirmation before, during, and after the promotional period by a representative of the bank that the account was qualified and met the requirement for the promised {$100.00} interest => hence the verbal contractual obligation mentioned ) Steps taken by myself= Multiple calls to the customer service center : Firstly, to confirm that the XXXX in deposit on XXXX was eligible to meet the bonus requirement in early XXXX given it was not on my mobile application. The representative confirmed the promotional was visible and active on her end but re-enrolled me per my instructions to be safe given my issue viewing it in the app. Then at least 2 more times during the promotional period ( XXXX ) with concern that I was not able to see the status of enrollment in my Marcus application. All three times, Marcus representatives confirmed to me in a recorded line that all requirements were met for the {$100.00} bonus in the system and I will receive the payment if I maintain eligibility until XX/XX/XXXX. 

On XX/XX/XXXX ( two after weeks after the end of the promotional period XXXX ), I once again reached out to the customer service center regarding the missing {$100.00} cash payout. The representative informed me verbally that all the requirements have been met and the delay was driven by a technical issue for which she raised a ticket for me. I called back again in 2 or so weeks later on XXXX and the representative informed me that she also sees the promotional requirements are met but since there was already a ticket raised on my behalf there was nothing she can do. But she did confirm I can move my funds now without endangering my eligibility given I was advised not to do so by representatives in the past. 

It was not until I checked in on XXXX, that the representative informed me that given XXXX my money transfer into a CD account with the same bank on XX/XX/XXXX made my {$10000.00} deposit on XXXX ineligible for the promotion and XXXX the first representative I talk to did re-enroll me but at a later date XXXX than the funds hit my account on. But this is a technicality that I refuse to accept because I kept my funds with the bank under the confirmation and promise of the additional {$100.00} of interest for the period 3 moths.

Steps taken by Marcus representatives following my complaints since XXXX thus far= I was told in the last call with a supervisor on XXXX that the guidelines in an email I received in XXXX should have been clear about the timelines I was expected to deposit funds and not move funds to a CD account which I did. But I have since disregarded this email given instructions and confirmation from a Marcus representative in XXXX and throughout the 3month promotional period. 

Two tickets have been raised by Marcus representatives for my issue since XXXX : first one was resolved without posting the customer ( myself ) of the finding, which I assume was the timeline technicality that made my account ineligible for a promotion. Second ticket is raise for review on XX/XX/XXXX but no promises were made for any resolution.