Product: Checking or savings account

Hello- this is a complaint against Marcus by Goldman Sachs . I opened a savings account over 2-3 years ago and have been slowly putting money in and out of the savings account. Balance at one point has exceeded $ XXXX and withdrew around the same amount. 

In XX/XX/XXXX, I made a deposit of $ XXXX into my Marcus account because my daughter insisted I transfer funds there since their interest rate was much higher than what my local bank was offering. Then on XX/XX/XXXX, I wanted to withdraw $ XXXX in order to invest elsewhere. On XX/XX/XXXX, I received a voicemail from Marcus asking to call them back. When I called back on XX/XX/XXXX, I was told my savings account had a hold on it. They verified me when I called, I was able to answer all of the questions and they asked if they could send me a one time verification code. I asked them to send it to XXXX and they asked if I had another phone number that was registered to my name. I said no, since I have a shared family plan with one of my daughters. So they said they are not able to verify who I am over the phone and will need to send me an Affidavit of Identity. I asked to speak to a supervisor and was told none was available so I requested to have one call me back and also to proceed to send it to my address. No one called me back and I did not receive anything in the mail. 

On XX/XX/XXXX, I called back and spoke with the same person I spoke with on XX/XX/XXXX, XXXX, who told me they have not sent the Affidavit of Identity and it's still pending approval and I should call back later in the week, I asked for a call back from a Supervisor and did not receive a call back. 

I waited a full week, on XX/XX/XXXX and spoke to a XXXX who said it's still in the queue to be approved. I advised I was planning on filing a complaint against the company and if she could please let whoever is in charge know that I called back and would like to speak to a supervisor, they said they could submit a request for one to call back. I still did not receive a call back from a supervisor. 

On XX/XX/XXXX I called again and spoke to XXXX, who immediately advised she would send me a one time code to verify me, which she did and I gave her that code. We were able to proceed with the call and she told me the letter was approved to be sent out today and it should take 1-3 business days for me to receive it. ( please note : this is how it all started, the first agent, XXXX, said she could not send me the one time verification code to a phone that was not registered in my name but XXXX was ). I did not request a supervisor call back this time because I thought the issue was being resolved. 

Today, XX/XX/XXXX I still have not received the letter and called Marcus again. I spoke to Destiny, who advised the letter was just placed in the mail on XX/XX/XXXX and it will take 7-10 business days for me to receive it. I asked for a supervisor call back and she said she could transfer me over to one. I was on hold for 6 mins and was advised no one answered the line and she would submit a request for a supervisor or manager to call back but I could also call back at XXXX XXXX  for a supervisor. I opted not to do that based on my history with this company and will check back next week to see the status of the Afidavit of Identity letter.