Consumer complaint received 2026-06-03 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem making or receiving payments
Company: GOLDMAN SACHS BANK USA
State: NV

Complaint narrative:
To Whom It May Concern : I am submitting this complaint regarding Marcus Bank by Goldman Sachs and its handling of a promotional bonus for High Yield Savings Accounts ( HYSA ). Despite following the instructions provided directly by Marcus Bank representatives, the bank has refused to honor the advertised bonus and has provided inconsistent and misleading information. Background In late XX/XX/2026, both my wife, XXXX XXXX, and I received a Marcus promotion offering a {$1500.00} bonus for depositing {$100000.00} in new funds into a HYSA. We held a joint account ending in XXXX, which contained a {$100000.00} CD scheduled to mature in early XXXX. To ensure compliance with the promotion, I contacted Marcus Bank customer support before moving any funds. I was explicitly told : Internal CD maturity proceeds do not count as new deposits If I withdrew the matured CD funds to an external bank and then transferred them back, they would qualify The representative did not mention that withdrawing the matured CD would violate any terms or affect bonus eligibility Relying on this guidance, we proceeded as follows : We opened a new HYSA ending in XXXX under my wifes name. We transferred the {$100000.00} matured CD funds to my XXXX account, then into the new HYSA in XXXX. We transferred another {$100000.00} from XXXX to XXXX, then into our joint HYSA ending in XXXX. After both deposits settled, we again contacted Marcus Bank. A female representative of Marcus Bank reviewed both accounts and confirmed that each account qualified for the {$1500.00} bonus. We relied on this confirmation. Marcus Banks Reversal On XX/XX/2026, I contacted Marcus after noticing no bonus payment to account ending in XXXX. Marcus unexpectedly reversed its position and stated : The joint account ending in XXXX would receive no bonus. It was contradictory with the Marcus representative who I talked to in early XXXX, after the funds were settled in both accounts. she confirmed that the joint account ending in XXXX would qualify for the bonus. The individual account ending in XXXX would receive only {$750.00}, not {$1500.00}. Marcus claimed the withdrawal of the matured CD from the joint account ending in XXXX affected the bonus eligibility of the individual account ending in XXXX a condition never disclosed by any Marcus representative. This directly contradicts the explicit guidance provided in XXXX. So, I requested escalation. On XX/XX/2026, a supervisor from Marcuss complaint group informed me that : The joint account ending in XXXX would not receive any bonus Marcus would adhere strictly to the written terms and conditions even though their representatives had confirmed eligibility after reviewing both accounts She declined to discuss the bonus reduction for account ending in XXXX Why This Is Unfair Marcus Bank representatives provided incorrect and misleading information I acted in good faith based on their instructions Marcus acknowledged reviewing the call recordings but still refused to honor the commitments The banks position effectively penalizes customers for Marcuss own errors This conduct appears inconsistent with fair and transparent consumer banking practices.

Company response to consumer: Closed with explanation