Consumer complaint received 2023-11-04
Company: GOLDMAN SACHS BANK USA
State: NJ
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/2023, I tried to access my online marcus.com savings account and discovered that I had been locked out of my account. I called the Marcus customer service number and was advised that I should call back in 3-5 business days. On XX/XX/2023, I called back to Marcus customer service and was advised that I should wait another week and then call back because they could not verify my identity. On XX/XX/2023, I called back to Marcus customer service and was informed that I would be sent in the mail an Affidavit of Identity ( AOI ) and that I should notarize and return the AOI to be reviewed in order to prove my identity. They informed me that the AOI would be sent in 3 to 5 days. After five days had passed, I did not receive the AOI and so I called again on XX/XX/2023 and was informed that they had not yet sent the AOI but that it would be sent to me by mail. I finally received the AOI, sent to my permanent address on XX/XX/2023. I was able to have the AOI notarized on XX/XX/2023 and mailed the document by registered mail on XX/XX/2023. I called Marcus on XX/XX/XXXX to inform that I had mailed in the AOI and was informed that I should call back in about a week. I called back on XX/XX/XXXX and was informed that they had not yet finished confirmation of my AOI and that I was to call back in a week. On XX/XX/XXXX I called Marcus again and was asked to call back in another week. On XX/XX/XXXX, I called back and was informed that my AOI had been rejected and that I should call back in 3 to 5 business days for next steps. I called back Marcus on XX/XX/XXXX and was informed this time that my account was going to be closed and that they would return my funds back to the funding account. I asked for confirmation of my funding account and although they could not confirm the entire account, they confirmed that the last four digits matched with the numbers that I had given to them. We then confirmed that they would close my account and return the monies in the account to my funding account. The next day, XX/XX/XXXX, they called me, and said that they could not confirm my funding account and that if the account could not be confirmed, they would have to send me a check. I asked how long it would take to receive the check and was not given a clear response, only that it had to go through another approval process, which could be length, before they would send me my check. They asked me to call back and today, XX/XX/XXXX when I called back, they said that they could not talk to me about my own account because the phone number on my account did not match what I had give them verbally. I had confirmed my personal phone number on each call with them and returned the four digit code sent by text each time, however now they claimed that another number was on my account as the phone number. I confirmed that the phone number was my father 's phone number. I have now been locked out, with no access online to my account for over two months. I have waited patiently, Marcus has not sent me paper statements during the time that my account was locked out and they still refuse to provide me with any information on my account, even simple information such as account balance. They say they will send the paper statements, but we have not yet received any statement. At this point, I have lost complete faith and trust in banking with Marcus and wish that my monies be returned to me at once.

Company response to consumer: Closed with explanation