marcus.co.uk

Poor customer service led me to close my account

I've had a Marcus (Goldman Sachs) account for a couple of years and it has been largely trouble-free. They've paid good interest (even when the banks weren't paying any interest at all), and since I handled everything myself online and rarely needed customer service, things chugged along quite smoothly.But this morning I tried to log into my account (just I as I have done for the past two years or so) and I couldn't. I called Marcus and was told that their system was now only compatible with 2 internet browsers: Google Chrome and Microsoft Edge. Granted, these are among the most popular browsers currently in use, but they are not the only browsers in common use, and they are not even the top two across the board. Just saying...The customer service rep was remarkably curt and unhelpful, and told me I would not be able to use any other browser to access my account; she basically told me it was a 'take it or leave it' proposition. Since I am not willing to maintain a separate browser just for this one account (I already use 3 of the most popular browsers, and have no desire add a 4th), I was forced to close my account. She offered no other options.My concerns are as follows:1 Marcus is an online service, so compatibility with multiple internet browsers should be a minimal expectation2 Any changes in the means by which I can access my account should have been communicated to me in advance3 I'm not even confident that the information I received was correct, as the woman did not seem particularly knowledgeable about internet browsers 4 My efforts to escalate the call to someone with more specific knowledge were unsuccessful and were met with hostility5 The fact that a front line (and probably low level) representative could drive a conversation into the sort of brinkmanship that would leave a customer with no alternative but to close their account does not speak well for this company or their commitment to customer serviceIn conclusion, I found Marcus perfectly adequate as long as I had no need of customer service, but when the smallest problem surfaced, Marcus' house of cards came tumbling down. I can't recommend this company.

Date of experience: Sep 27, 2024