Consumer complaint received 2026-05-26 00:00:00
Product: Checking or savings account — Savings account
Issue: Opening an account — Didn't receive terms that were advertised
Company: GOLDMAN SACHS BANK USA
State: NJ

Complaint narrative:
I am submitting a formal complaint against Marcus by Goldman Sachs regarding a misleading savings account cash bonus promotion. Approximately three months ago, I opened a Marcus savings account after viewing an advertised cash bonus promotion. I chose to open the account specifically because the promotion stated that qualifying deposits would receive a cash bonus in addition to the standard savings account interest. In accordance with the online application instructions, I deposited {$51000.00} on XX/XX/year>, and an additional {$50000.00} on XX/XX/year>, for a total deposit amount of {$100000.00}. Based on the promotional tier structure, this amount qualified for a {$1500.00} cash bonus. During the online account opening process, the promotion was displayed alongside the application materials. As a result, I reasonably understood that by opening and funding the account through the promotional page, I was automatically enrolled in the promotion. If an additional enrollment requirement existed, it was not clearly disclosed during the online account setup process. A reasonable consumer would likely conclude that opening the account through the promotional page and depositing the required funds constituted participation in the promotion. At no point during the process did Marcus clearly communicate that a separate enrollment step was necessary. I did not receive any warning, notification, or follow-up communication indicating that I had failed to enroll properly or that I would be ineligible for the bonus. On XX/XX/year>, at approximately XXXX XXXX. Eastern Time, I contacted Marcus customer service regarding the missing bonus and spoke with a manager. She informed me that I had not been enrolled in the promotion and therefore would not receive the bonus. She further stated that this was entirely my responsibility and remarked that not everyone wants to enroll in the cash bonus account. I explained that I followed the online application process exactly as presented and genuinely believed that I had successfully enrolled in the promotion. I also noted that I had opened a similar promotional savings account with another financial institution around the same time using a comparable online process and received the advertised bonus without any hidden or unclear additional enrollment steps. I believe that Marcus by Goldman Sachs failed to clearly disclose the enrollment requirement in a manner that an average consumer would reasonably understand. I deposited more than {$100000.00} specifically because of this promotion. Had the process been communicated more transparently, I would have completed any additional steps required or selected another financial institution offering a clearer promotion. I am also concerned that Marcus does not appear to provide an easily accessible complaint department email address or escalation contact information, thereby making it unnecessarily difficult for customers to pursue a fair resolution. I respectfully request that Marcus by Goldman Sachs review my account and honor the advertised {$1500.00} promotional cash bonus based on the circumstances and the reasonable expectations created during the account opening process. Thank you for your attention to this matter.

Company response to consumer: Closed with explanation