Consumer complaint received 2026-04-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: GOLDMAN SACHS BANK USA
State: NJ

Complaint narrative:
I have attempted to resolve this with the support representatives, whom stated multiple times someone would call me but over two days no one ever called me. it was always myself calling them. they continued misinforming me about the case. Here is a letter I typed out and the chat transcripts. but they were at least five calls I made also. For now I have left my accounts open ( over XXXX ). Sorry for all the long details! REF : XXXX XXXX, XXXX Dear XXXX Customer Support, I am writing to formally file a complaint regarding incorrect information provided by your customer service representatives on XX/XX/year>, which directly caused me to lose eligibility for a {$1500.00} cash bonus promotion. At the time, I had approximately {$200000.00} in a CD that was maturing and had deposited {$100000.00} into my enrolled Online Savings Account to qualify for the {$1500.00} bonus. Before taking any action, I specifically asked via chat whether transferring {$100000.00} from my savings account into my renewing CD ( bringing the CD total to {$300000.00} ) would cause me to lose the bonus. I was clearly told : No, you would not be losing the {$1500.00}, and further assured that as long as the transfer was internal and the funds remained with XXXX, my bonus eligibility would not be impacted. Relying on this confirmation, I proceeded with the transfer. Shortly afterward, another representative informed me that only funds remaining in the enrolled Online Savings Account count toward the promotion and that I had jeopardized my eligibility. The representative acknowledged that the previous guidance was incorrect. By that time, it was too late to reverse the transfer through the maturity system. I acted in good faith based on the guidance provided by your team. This misinformation directly caused a {$1500.00} loss. I respectfully request that XXXX honor the {$1500.00} promotional bonus given that : I met the deposit requirement. I sought and received confirmation before acting. The misinformation was acknowledged by your staff. My decision was made in reliance on that incorrect guidance. Please review the chat transcripts from XX/XX/XXXX, which clearly document the conflicting information and acknowledgment of error. I would appreciate a written response within 10 business days confirming that this matter will be resolved and that the bonus will be honored. Thank you for your prompt attention to this matter. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX XXXX, XXXX Sent from my XXXX On XXXX XXXX, 2026, at XXXX, XXXX XXXX XXXX wrote : I also deposited XXXX in savings for the XXXX bonus Tue, XXXX XXXX, XXXX AM If I renew my new cd with the extra XXXX I. My savings do I lose my XXXX? Tue, XXXX XXXX, XXXX AM I could certainly understand your concern, please allow me few moments to check this information. Tue, XXXX XXXX, XXXX AM Thank you for waiting. In the XXXX XXXX XXXX, you can choose what happens when your CD matures. Your options include : 1 ) Let the CD automatically renew for a new term. ( This is the default setting when you open a CD. ) 2 ) Renew the CD with an increased or decreased principal balance, a different term or both. 3 ) Close the CD and withdraw all funds. Note : If your CD renews, you'll receive the highest rate we offer for that term during the 10 days following maturity. Please give us a call or reach out via chat if you plan to transfer more than {$120000.00} to your external bank account when your CD matures. Tue, XXXX XXXX, XXXX AM To access the CD Maturity Center on the app, select " Accounts '' at the bottom of the page. Then select the last XXXX numbers of the account you're looking for. From there, you will be taken to the 'Account Details ' page. Select " See More '' and then " View/Edit '' next to 'Maturity Plan. '' This will allow you to set maturity instructions for your CD. Tue, XXXX XXXX, XXXX AM Well that did not answer my question Tue, XXXX XXXX, XXXX AM No, you would not be loosing the {$1500.00}. Tue, XXXX XXXX, XXXX AM If you have any CDs that will mature during the Offer Period, the XXXX Funding Period, or during the XXXX Maintenance Period following the 10-day Funding Period, you should review your maturity instructions. If you instruct us to send your CDs funds to an external account, it may affect your required balances and eligibility. Moving a CDs funds into another Marcus CD or a Marcus Online Savings Account would not impact your eligibility. Tue, XXXX XXXX, XXXX AM Thats what I needed to know, I guess its because the money is staying with XXXX Tue, XXXX XXXX, XXXX AM Thank you Tue, XXXX XXXX, XXXX AM You're welcome. Are there any other questions about your account I could answer for you or anything else I can help with today? Tue, XXXX XXXX, XXXX AM XXXX has left the chat I have one more question Tue, XXXX XXXX, XXXX AM Transferring to a specialist Tue, XXXX XXXX, XXXX AM You are now connected to XXXX Hi! Thank you for chatting with us today. My name is XXXX, your XXXX account XXXX, I will be more than happy to assist you. Tue, XXXX XXXX, XXXX AM Morning Tue, XXXX XXXX, XXXX AM I'm happy to resume the chat conversation with you. Please give me a moment to read through what's been discussed and see where we left off. Tue, XXXX XXXX, XXXX AM I am about to renew the cd but add another XXXX so cd will be XXXX whats the best rate I would get on the new XXXX Tue, XXXX XXXX, XXXX AM Also that will leave just XXXX in savings until the bonus comes in is there a minimum limit in the savings account? I dont want to have any charges Tue, XXXX XXXX, XXXX AM The highest rate at this time is 4.05 % Annual Percentage Yield for the 9 months term CD. Tue, XXXX XXXX, XXXX AM Does that address your concern? Tue, XXXX XXXX, XXXX AM Did you see my second question Tue, XXXX XXXX, XXXX AM Also that will leave just XXXX in savings until the bonus comes in is there a minimum limit in the savings account? I dont want to have any charges Tue, XXXX XXXX, XXXX AM Allow me a moment to double check this information for you, please. Tue, XXXX XXXX, XXXX AM Actually I can leave XXXX in savings! Tue, XXXX XXXX, XXXX AM Thank you for waiting patiently, I appreciate it! Tue, XXXX XXXX, XXXX AM I confirm as long as the transfer is internal you will receive the bonus. Tue, XXXX XXXX, XXXX AM Thanks Tue, XXXX XXXX, XXXX AM Making transfer now Tue, XXXX XXXX, XXXX AM Just to confirm the important is that the balance in your enrolled Online Savings Account keeps the same. Tue, XXXX XXXX, XXXX AM Only funds that remain in your enrolled Online Savings Account will count toward the Cash Bonus under this promotion. Tue, XXXX XXXX, XXXX AM I hope the information provided was clear enough. If you have any doubt please let me know. Tue, XXXX XXXX, XXXX AM Wait!!! Tue, XXXX XXXX, XXXX AM So I lost the bonus Tue, XXXX XXXX, XXXX AM Thats not what I was told only a few moments before you Tue, XXXX XXXX, XXXX AM Let me check your account, please. Tue, XXXX XXXX, XXXX AM That just cost me XXXX!!! Tue, XXXX XXXX, XXXX AM My apologies for the information provided before. Tue, XXXX XXXX, XXXX AM Since the bonus tracker is only updated each night, its possible to maintain your bonus eligibility if we receive a deposit in your enrolled account to restore the balance by the end of the day, XXXX XXXX XXXX Tue, XXXX XXXX, XXXX AM You got to be kidding me!!! Tue, XXXX XXXX, XXXX AM So I have to live it back? Tue, XXXX XXXX, XXXX AM Move Tue, XXXX XXXX, XXXX AM As the funds remain in the account are the ones eligible for the bonus you can move the amount need it back and keep the remaining in the XXXX account. Tue, XXXX XXXX, XXXX AM Can you have someone call me asap Tue, XXXX XXXX, XXXX AM XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Tue, XXXX XXXX, XXXX AM I can request a call back for you, and an agent will contacted you on the next XXXX hours. You can call us at our toll-free phone number is XXXX if you preferred. Tue, XXXX XXXX, XXXX AM I will make sure to leave a detailed note so the next representative is aware of your inquiry. Tue, XXXX XXXX, XXXX AM It appears you are no longer engaged in the chat. You can pick up where we left off by entering a new response in the chat window. Please reach back out if you have any additional questions. We are available 24 hours a day, 7 days a week. Tue, XXXX XXXX, XXXX AM XXXX has left the chat Its not letting me change it now!!! Tue, XXXX XXXX, XXXX AM Transferring to a XXXX Tue, XXXX XXXX, XXXX AM You are now connected to XXXX XXXX, I'm happy to resume the chat conversation with you. Please give me a moment to read through what's been discussed and see where we left off. Tue, XXXX XXXX, XXXX AM You guys just cost me XXXX Tue, XXXX XXXX, XXXX AM Please call me I am not happy Tue, XXXX XXXX, XXXX AM As per the terms and conditions of the cash bonus promotion, the funds must stay on your enrolled Online Savings Account in order to remain eligible. If you want to read the full Offer Terms, you can do so any time at marcus.com/cash-bonus. I see that we have a phone number on file that ends with XXXX. Is this still the best phone number to reach you? Tue, XXXX XXXX, XXXX AM Yes Tue, XXXX XXXX, XXXX AM Well you guys told me first I could do that Tue, XXXX XXXX, XXXX AM I do see that the previous agent provided incorrect information, I apologize for that. I will submit the request for someone to call you within the next XXXX hours. Tue, XXXX XXXX, XXXX AM Thank you Tue, XXXX XXXX, XXXX AM My pleasure. Are there any other questions about your account I could answer for you or anything else I can help with today? Tue, XXXX XXXX, XXXX AM Just call me Tue, XXXX XXXX, XXXX AM I think you guys cost me enough already there were many more conversation over the phone and in chat but here is he bottom line from them : XXXX AM as i believe i am in the grace period and may decide to close all my accounts XXXX AM I would be happy to look into that, please give me a few moments. XXXX AM ok XXXX AM I am still looking into that. I appreciate your patience. XXXX AM Thank you for being patient. Unfortunately, we won't be able to make your account eligible for the cash bonus. XXXX AM I apologize for the inconveniences. I can see that the previous agent already file a complaint as per your request. Are there any other questions about your account I could answer for you or anything else I can help with today? XXXX AM XXXX has left the chat that is disgraceful XXXX AM Transferring to a specialist XXXX AM You are now connected to XXXX i will be lodging a complaint with the BBB XXXX AM and on socvial media XXXX AM and why has no one called me when you guys said they would XXXX AM hello? XXXX AM XXXX, I'm happy to resume the chat conversation with you. Please give me a moment to read through what's been discussed and see where we left off. XXXX AM I am still looking into that. I appreciate your patience. XXXX AM k XXXX AM Thanks for holding. I am so sorry to hear that you are going through this situation. I do understand that this is frustrating due to the misleading and misinformation. XXXX AM In this case, I will fill up a complaint on your behalf and I do apologize for the delay on the callbacks, not sure about that but I can set up a new one. You can also give us a call and ask to be transferred to a supervisor for further assistance.

Company response to consumer: Closed with explanation