How to Get Better Marcus Customer Service

Marcus Bank is an internationally acclaimed provider for banking and financial services. They provide different levels of financial services to customers around the world. A large part of their success is due to the fact that they offer excellent customer service when there are serious issues. 

Below we’ve outlined the multiple ways that you can get a hold of them.

Find the best contact method for you:

Marcus Bank Website/Email

In order to send them a message about your account, you need to log in to your account on the website and navigate to the “help” and “Contact us” sections. You can find more specific details about individual, common concerns here: https://www.marcus.com/us/en/banking-with-us/contact-marcus

Marcus Bank App

Just this year they launched an app, so you can follow the same rules by logging in to your account on the app (if you have it) and selecting the “help” and “contact us” sections. 

Phone

To get ahold of a real person for live help, you can contact customer service at:

1-844-MARCUS1

(1-844-627-2871)

For existing customers:

1-844-MARCUS2

(1-844-627-2872)

These numbers are available Monday to Friday, between 8 am – 10 pm E.T. On Saturday to Sunday, they are available 9 am – 7 pm E.T.

Social Media

This company was one of the absolute latest to get involved in social media, so you won’t find a lot of contact options publicly. You can send them a private message on Facebook at https://www.facebook.com/Marcus/, however, be advised that not all issues can be addressed on social media and if yours has to do with your specific account, you may need to reach out via phone. 

Snail Mail

You can always use the old reliable, snail mail. To send them something in writing, mail it to:

Correspondence and Direct Dispute address:

Marcus by Goldman Sachs

P.O. Box 45400

Salt Lake City, UT 84145-0400

What you should bring to the table in order to get the best customer service possible

When you contact Goldman Sachs/Marcus Bank customer support, especially when you reach the point where you are speaking to a live person, you should be prepared. This means:

1. Have a notepad on hand so that you can write down information you might need to reference later including the department where you were connected, the full name of the agent you’re working with, and any other details.
2. Tangentially want to make sure that you were connected to the right department. We’ve all had the experience at least once where they answer the phone after hours on hold and you’re just so relieved to hear a live person on the other end that you dive right into every detail of your situation only to find out at the end, you were connected to the wrong department. Now you’re being transferred to the right one, and you’re going to have to tell that whole story all over again. Don’t let this happen to you. Clarify right away that the department where you were connected will be the one handling your type of issue.
3. Write down any solutions that they propose for you, and if something is set to be implemented at a specific date or time, or maybe arranged between 5 and 7 business days, write that down.
4. If you aren’t satisfied with the solution or your concerns were addressed properly, ask to speak to a supervisor.
5. Remember that customer service agents are people and not every agent is the same. You might not have a lot of success with the person you’re talking to presently and if that’s the case, you can end the conversation but not before you get their name and let them know that you’re going to file a complaint against them because of the experience.
6. Try and contact them again, but make sure you are connected to someone new. It might take hanging up and calling again even if that means being put on hold for another few hours just to get connected with someone who can legitimately solve your problem.
7. If nothing is done to fix your problem, you can file a dispute with a supervisor or manager and make sure you follow up on that dispute by sending a written letter to the corporate address listed above.

Still Having Trouble with Marcus Bank?

If you have tried every method of customer service and your issue is still unresolved, you’re not alone. While this company does focus on customer service, sometimes things slip through the cracks or get overlooked. However you do still have options. You can sue Marcus Bank in small claims court or file a claim for arbitration.