Marcus Hub Failure - Account Frozen, No Reason Given

sharon907
  |     |   19 posts since 2022

We have been customers of Marcus for 10+ years, from when it was GE Capital.

Mostly used it to hold cash, as in a savings account. ACH in limit of $500,000, out limit $125,000, and four day hold. Most small ACH transactions are same day. So, it had been a good experience in the past.

We transferred $500,000 in on February 14. Tried to transfer most of it other banks when the hold was completed, on February 22. With no notice whatsoever, the outgoing ACH transactions were reversed.

Called the bank Feb 22, 23, and three times on the 24. Each call was maybe an hour long. During two of those calls, Marcus confirmed our ownership of the other accounts during a conference call with those banks. On February 23 and 24, we were told the account was unlocked. So, we initiated new ACH transfers out.

Yet, during our second or third call on February 24, Zachary from the fraud review department told us we could only send the money back to originating bank, not to any other bank. As an example of the absurdity, we had already tried to send $250,000 back to the originating bank. But, cute, glib Zachary, told us that transfer would have to be canceled, and then a new transfer initiated back to the same bank account.

Nobody we talked with at Marcus can agree with what the prior representative told us, as is usual with big companies. Cute, glib, Zachary kept telling me I must have misunderstood, and I told him no, anyone can listen to the recording, and hear that I was told something different, than what you are telling me.

What really is offensive, is when I asked to speak with the Compliance Department, two representatives had never heard the term.

So here, two weeks later, and no access to the funds. I already filed a complaint with the Federal Reserve regarding the failure to give me contact information for the Compliance Department. I understand why banks are concerned about fraud, but if that were their concern, they should have told us immediately on February 22. Having a lot of money sitting at a big, hostile, arrogant bank, and being literally unable to access it, or even told why we can't access it, should not be legal.

Customer Rights - I think it would be reasonable for banks to be required to immediately notify customers in writing if an account is frozen, the specific reasons, and the explicit steps that can be taken to unfreeze the account.

Getting different stories from representatives that each promises to make notations, only to be told something else the next time you call, should not be permitted.




Choice
  |     |   659 posts since 2020
And Marcus just took over the GM credit card business from Capital One…wow do they think changing the zebra stripes changes anything…we’ll see!  Do the transfers in smaller increments and see what happens.  Lesson for all of us…diversity!
sharon907
  |     |   19 posts since 2022
I literally can't make the transfers in "smaller increments," because all transfers are canceled by Marcus.

Diversification means different things. I would never put more than the insurance limit in a bank, but Americans should never have to worry about access to their funds, from a regulated bank. Yet, I always keep a healthy amount of funds available at more than one bank.

I think Americans need to more interested in diversification as the country declines and governments and powerful institutions are allowed to ignore the law and regulations, with impunity.

Most Americans have never needed to consider foreign currency, for their bank account assets, for instance.
Rickny
  |     |   271 posts since 2017
Similar problem was encountered by poster PD. I believe he was moving large sums of money. I only keep a couple of dollars in Marcus so I can get their annual bonus after depositing the required funds. When I get the $100 I take out the funds.

Many years ago I used Marcus as my main savings account. I had no problems with ACH transfers. When they no longer were competitive I removed most of my funds.
sharon907
  |     |   19 posts since 2022
In 2021, I was told by two representatives that although I had signed up and met the terms, I would not receive the bonus, because I had participated before, that is, during prior years. I am sure that is wrong, the account itself states when a person is enrolled. But talking to a big bank representative, it is clear they know nothing.

Of all America's failures, the failure to hold big banks accountable after 2008 ranks right up there. Nobody in America is accountable for anything, today.
Rickny
  |     |   271 posts since 2017
Sharon Been getting the bonus since it's been offered.
enduser
  |     |   397 posts since 2015
Ditto been doing the bonus for 3 consecutive years. The bonus clearly states for current customers also.
Infinityy
  |     |   56 posts since 2020
You do have some right to access available funds in a checking account (Regulation CC), but this regulation does not apply to savings accounts.

It seems that online banks don't like being used as "middlemen" (facilitating ACH transfers to/from other institutions). If you're moving that much money around, it's probably worth paying the fee for a wire transfer or using the credit union shared branching system
sharon907
  |     |   19 posts since 2022
Are you speaking based on your personal experience, or just speculating? I wholly disagree. ACH is easier, safer, and well worth any delays based on limits. If Marcus had acted per its own terms, or even promptly returned the funds to the originating bank, there would be no problem.

I did use a credit union shared branch once, when the funds were already at a participating branch, going to another participating branch. My recollection is there are sometimes limits. And, the next time I tried it, I found out the directory of shared branches online, is not correct.

I can't imagine walking into the branch that is not the current holder of the funds, and expect them to give me $500,000, to transfer to another credit union. But maybe they would. In any case, the funds here were at a bank, not a credit union.

As to wires, the last time I tried to wire $500,000, the funds were not deposited at the recipient bank the same day, so I called. I received a call that night, from a bank representative, from his home phone number, telling me to not worry. It took several days for the money to be credited to my account. No idea why. At least the bank admitted it was their error. It always seems easier to link an ach account, and make the transfer.

Giving wiring instructions for several different banks, over the phone, is a hassle, prone to error.
Infinityy
  |     |   56 posts since 2020
Speaking from experience, I had a different online savings account closed based upon a much smaller volume of ACH.

I agree that ACH is easier than wires, cashier's checks, etc, but the problem is that it exposes the bank to liability. ACH debits can be reversed for up to 60 days. Marcus does not want to eat a $500,000 loss on a fraudulent transfer.
sharon907
  |     |   19 posts since 2022
Who at Marcus told you that?

Why do you think their official hold policy is 4 days, if their actual hold policy is 60 days?
Infinityy
  |     |   56 posts since 2020
I'm referring to the fact that NACHA provides a 60-day timeframe for a receiving financial institution to return unauthorized ACH debits.
sharon907
  |     |   19 posts since 2022
Checking Marcus reviews, there are many reviews of long term customers being locked and frozen, without warning, within the past few years. Being a big banker in America, means never being held responsible, for anything. Because, Systemic Risk.
Sperry8
  |     |   240 posts since 2011
Another poster who was having troubles with Ally filed a complaint with the CFPB https://www.consumerfinance.gov/complaint/ and then their problem got rectified quickly. I wonder if it would help with your case?
Choice
  |     |   659 posts since 2020
CFPB needs to take a systematic/compliance approach so that it and public don’t need to go with one complaint process…otherwise what’s the agency doing? Working one complaint at a time…really! I recommend not filing individual complaints but it is a complaint against the agency for not doing its job!  Then to the agency IG to get responsive action
sharon907
  |     |   19 posts since 2022
So, my review of Marcus, has apparently been removed. It showed up last night.
AnnaDelvey
  |     |   2 posts since 2022
Sorry to hear this. Must be very frustrating to have such large sums of money held hostage for an indeterminate amount of time. During these strange times, it seems very difficult to get and retain good, smart, and well trained staff. In my personal experience, I only use wire transfers to transfer large amounts of money quickly and securely. I gladly pay the $20-30 wire fee to avoid the kind of nightmares that you are experiencing. Filing complaints will somewhat speed up the process of eventually getting your money back but, in the meantime, there is not much else you can do other than post about your disappointing experience on multiple forums. Best wishes for a speedy and successful resolution.
enduser
  |     |   397 posts since 2015
....................


The financial institution, product, and APY (Annual Percentage Yield) data displayed on this website is gathered from various sources and may not reflect all of the offers available in your region. Although we strive to provide the most accurate data possible, we cannot guarantee its accuracy. The content displayed is for general information purposes only; always verify account details and availability with the financial institution before opening an account. Contact [email protected] to report inaccurate info or to request offers be included in this website. We are not affiliated with the financial institutions included in this website.