Couldn’t get my money for a house closing!
I had been a Marcus customer since September 2022 but recently closed my account due to a frustrating experience that left me unable to access my own money when I needed it most. After initiating the transfer for the P&S, I received an alarming call instructing me to contact Marcus. The first agent I spoke with had no idea why I was called, and I was transferred SEVEN times, each time having to re-authenticate with three pieces of information. The agents repeatedly cited ‘quick money rules,’ despite the fact that I had more than five times the necessary amount in my account for over two years, and a significant deposit had been made four months prior.
Eventually, one agent was able to assist, but even she couldn’t assure me that I would be able to wire the funds for my closing. Given this uncertainty, I transferred my entire balance to another bank, which could issue a certified check. This process, however, was equally painful—I spoke with 11 different representatives before finally being able to move my money.
While I valued the high interest rates and ease of use with Marcus, what’s the point of a high-yield savings account if you can’t access your funds when you need them most? This experience ultimately led me to close my account.
Eventually, one agent was able to assist, but even she couldn’t assure me that I would be able to wire the funds for my closing. Given this uncertainty, I transferred my entire balance to another bank, which could issue a certified check. This process, however, was equally painful—I spoke with 11 different representatives before finally being able to move my money.
While I valued the high interest rates and ease of use with Marcus, what’s the point of a high-yield savings account if you can’t access your funds when you need them most? This experience ultimately led me to close my account.
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Response from developer
Hello there. We are truly sorry to hear about your experience. Rest assured, we take your concerns seriously and have escalated your feedback to the appropriate team.
App usability has got worse
Recently redesigned app had useful features (not offered by other banking apps) removed - why ? This was a step backwards. Most recent updates have also resulted in app logging me out every couple of days - old version was stable and didn’t have this issue.
I’m unhappy with degradation of service.
I’m unhappy with degradation of service.
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Great app, but devs seemingly ignoring customer feedback
I’ve had no issues withdrawing money as many of the recent reviews here seem to flag, perhaps that only triggers issues when one tries to draw large amounts. The deprecation of the graphs were a net loss to the quality of the app, as they made financial growth feel more tangible due to the visual element. There are countless cries here from users who wish to have it back, and many of the responses from the dev team (or whatever it is that responds to these reviews, perhaps it’s ChatGPT) are incredibly generic. If you’re not going to reinstate the graphs just say so and don’t give us false hope. For future notice please consult your users before making anymore changes that degrade the quality of the app. Inform us beforehand if you’re going to rip away a beloved feature- bad customer relations right there. Product manager needs a spanking!
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Response from developer
Hi there. Your feedback is valuable to us, and we appreciate you taking the time to share your thoughts. We'll forward this along to the appropriate department.