Peter C.
Good rates but lousy service
I've had a Marcus account for about a year, and I've had to contact customer service on a few occasions. Most recently it was due to an error message while in the middle of an online transfer - this is a common problem. It's always the same story: indifferent (bordering on hostile) customer service reps who don't even bother to listen to me as I explain my issue. They talk over me, the phone connections are so bad I often wonder if they can even hear me, and in general, treat me as if I am an annoyance they are only too eager to be rid of. They have never resolved an issue for me, and I always end up waiting a few days and then checking both my Marcus account and my bank account to see if I have to initiate the transfer again. I understand that for people who probably deal in millions of dollars' worth of transactions every day, my measly $10 or $20K transfers are insignificant, but they are very big deal to me, and when I get an error message in the middle of a transfer, I'd like to know what happened to my money. My issues have been minor thus far - mostly technical support issues - but it really makes me wonder what would happen if I had a serious issue. I gave them 2 stars because they do have good rates, and when things go well I have no complaints.