Marcus CSRs claims Credit Card Autopay is a TOS violation
I’ve been using my Marcus by Goldman Sachs account for credit card autopay without any issues—until today. I received two separate calls from them interrogating me about my transfers. The first call lasted 40 minutes because the rep insisted on a "3rd party verification" and even managed to call the wrong bank at first. Just two hours later, another rep called about the same payment and wanted me to do another 3rd party verification. After a long hold, they told me they’d grant me an "exception" this time but warned me that my account would be flagged if I continued, stating I should only use verified linked personal banks for ACH transfers.
I eventually got through to the savings department and pointed out the blatant contradiction in their own rules. Their FAQ (Withdrawals #2) explicitly says you can withdraw funds by having an external bank initiate an ACH transfer, whereas the auto payment transaction is shown on Marcus as "AMEX EPAYMENT ACH PMT".
Despite this, the rep just kept reciting "Term VI.2.g" of the agreement, which prohibits "registering your account under a credit card." I tried to explain that a standard ACH pull is a bank-to-bank transfer, not the same as registering a card, but they wouldn't budge.
I’ve seen plenty of people doing this for years without a problem (see e.g. here and here) , so I’m wondering if I’m being singled out—maybe because my recent Amex autopay was around $6k? Has anyone else dealt with this lately? I’m honestly tempted to file a CFPB complaint given how inconsistent their documentation is, but I might just move my bill pay to another bank to avoid the headache.