Consumer complaint received 2023-03-03
Company: GOLDMAN SACHS BANK USA
State: NJ
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX ( last Saturday ) I received a message from Goldman Sachs Maucus Bank stated that an external bank, XXXX XXXX, was linked to my saving ( 3 ) accounts at Maucus and also attempting to transfer XXXX from my saving accounts. I went into my accounts and found that XXXX XXXX  was linked to my Maucus bank saving accounts, I have no any relationship with XXXX XXXX  and never authorized such linkage. I canceled the transfer and removed XXXX XXXX  from my " external linked accounts '' at Maucus online banking website. I called the Maucus right away ( three times ), all I was told that I have to call back during the regular business hours. I called again on Monday ( XX/XX/XXXX ) and reported the incident to Maucus 's tech support and being transferred to another " Specialist '' who opened three new saving accounts and I transferred all funds from the existing accounts to the new accounts. However, the next day, Maucus blocked all my access to my accounts, I called a number of times, I was told someone " will call me back in two hours '' to help me unlock the accounts, no one called me back and I got the same answer whenever I called. On Wednesday I asked the bank to closed all my accounts and send back the funds to my accounts with XXXX XXXX XXXXXXXX where all the deposits were made from. However I spent over 6 hours and spoke with over a dozen of " specialist, '' the calls were constantly being interrupt and the bank also block my cell number and email, hence I could not get any identity verification code the bank required to close my accounts. Until XXXX, the last " specialist '' told me all my accounts have been closed. On Thursday, the bank left a message in the morning and asked me call the bank again. When I called, the same story, they told me they won't close my accounts and all funds were subjected a further review which will take 5 to 7 business days. I tried to speak to different specialists, after 3 hours, one of the specialist ( supervisor level ) helped me went through the whole process again and she was able to identified my identity on phone ( called me three times, one call to close each account ) and told me there won't be any issue and I should receive all fund back to my deposit account with XXXX XXXXXXXX in 1 to 3 business days. Again on Thursday night two person from Maucus called me and said he/she wanted to identify my identity again This is horrified and so frustrating, Maucus does not protect its customers, when incident occurred with their security system, they just blocked my account instead of finding what was the root cause. Goldman Sachs Maucus Bank is poorly managed by a group less trained and irresponsible " specialists, '' only a few were reasonable, most of them didn't know how to respect customers and do their job. This security system of the bank is totally broken, how can the bank allow a third party bank linked to my account without my knowledge and authorization? As yesterday ( XX/XX/XXXX ), they still kept XXXX XXXX  on my accounts and called again on XX/XX/XXXX, the fund is still held subjected their " review ''.

Company response to consumer: Closed with explanation