Consumer complaint received 2026-06-01 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Didn't receive terms that were advertised
Company: GOLDMAN SACHS BANK USA
State: NY

Complaint narrative:
I am submitting this complaint regarding a promotional savings account bonus offered by Marcus by Goldman Sachs. On XX/XX/year>, I opened a Marcus Online Savings Account after learning about a promotion that offered a {$1500.00} cash bonus to eligible customers who enrolled in the promotion, deposited {$100000.00} within 10 days of account opening, and maintained the qualifying balance for 90 days. I opened the account through a friends referral link and understood that I had properly enrolled in the promotional offer during the account opening process. Relying on this promotion, I deposited {$100000.00} into the account on XX/XX/year>, within the required funding period. I then maintained the full qualifying balance for more than 90 days as required by the promotion. After the qualification period had passed and the bonus had not been paid, I contacted Marcus customer service. I was informed for the first time that, according to Marcuss records, I was not enrolled in the promotion. This response was surprising because I believed I had completed all necessary enrollment steps. More importantly, Marcus never notified me at any point during the promotional period, the XXXX qualification period, or afterward that there was any issue with my enrollment or eligibility. Marcus accepted and retained my {$100000.00} deposit throughout the qualification period without providing any notice that I allegedly did not qualify for the promotion. Had I been informed of any enrollment issue in a timely manner, I could have attempted to correct the issue or moved my funds to another financial institution. I believe this situation raises concerns regarding the adequacy of Marcuss promotional enrollment process, consumer disclosures, and communications regarding promotional eligibility. Consumers should not be allowed to complete all substantive requirements of a promotion, maintain substantial deposits for months, and only learn after the fact that the institution considers them ineligible. I am requesting that Marcus conduct a complete review of my account opening records and promotional enrollment records, provide documentation supporting its determination that I was not enrolled, and honor the promotional offer if I satisfied the requirements or if the enrollment process was unclear or improperly recorded. As a resolution, I request payment of the {$1500.00} promotional bonus. In addition, because Marcus failed to notify me of any alleged enrollment issue and I continued to keep {$100000.00} on deposit beyond the qualification period while awaiting the bonus, I request compensation for the resulting lost interest and opportunity cost associated with maintaining those funds for an additional month. I am seeking a fair review of this matter and a resolution consistent with the promotional offer that influenced my decision to deposit and maintain {$100000.00} with XXXX.

Company response to consumer: Closed with explanation