Consumer complaint received 2023-06-30
Company: GOLDMAN SACHS BANK USA
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I, as power of attorney, opened an account in the name of my mom who is in XXXX XXXX with XXXX, XXXX XXXX. At the time I was not aware of, nor should I have been aware of, that banks rule that a new account for her can not be opened by myself. The concept was simple. The funds in her XXXX XXXX checking account were paying a fraction of one percent interest and marcus was paying XXXX percent interest which would have generated extra income to pay her medical bills which exceed her income from social security. Easy as pie to open the account, link the accounts, transfer the funds. Then I get an urgent email to contact marcus. I did so and they demanded to speak to XXXX. I clearly explained to the rep that she can't speak a cogent sentence and is in XXXX XXXX. At this point he could have initiated an account closure but maybe he was ignorant of that rule as I was? So they request my power of attorney, sent. The same one used to take over the XXXX XXXX account, sell mom 's house and car, and put her in XXXX XXXX somehow was not good enough for them so they blocked my account access. This was back in XX/XX/XXXX!!!! I file a complaint with CFPB, allegedly the bank regulator of Marcus. Marcus responded on XX/XX/XXXX about how my action of opening the account violated their rules and thus were closing the account and sending the funds to the original funding account and to please close the complaint. Pure and simple they lied to their regulator!!!!!!!! Then, on XX/XX/XXXX I receive an email confirming account closure. It took six weeks to close the account? That is not the problem. The problem is they kept the funds!!!! I repeatedly called their reps until I got one priceless response telling me that the account was indeed closed but the rep has no idea where the funds went!!! She said she would inform her manager who would call me back and of course he never did. Flash forward and I call again. This time I am told that I must call XXXX XXXX bank and they must solve it. I replied that I sent the funds and it is ridiculous to think that XXXX XXXX can simply reach out and take funds from marcus. Nonetheless I did call XXXX XXXX and they assured me that I was correct and the account remained in good standing and suggest that I " file a police report ''. I planned to do that but thought that first I would give marcus one last chance to come clean. Mention of a police report did indeed get their attention and they spent some good time with me discussing the issue including confirming that they had the correct XXXX XXXX account information, which they did. Finally, they figured out what happened, that the funds were allegedly sent to the unclaimed funds dept in my state. Well guess what, I have dealt with them before because my mom 's condition caused her to let funds go dormant and I reclaimed them. A search revealed no such funds and indeed I even received an email reply from them stating the funds were not there. The marcus account number was XXXX and the XXXX XXXX  account number is XXXX. This fiasco has dragged on for over six months for no valid reason and the fact that marcus lied to CFPB, their regulator, can not be overstated!!!!! I am going to once again request marcus to do an internal audit and figure out which thief or incompetent worker stole my mom 's funds. It boggles my mind how CFPB, a government agency, can't get legal authorities to investigate this fraudulent or incompetent banking institution. I am aware of actions of retaliation that have been taken against me and I am just a XXXX and goldman sachs is a whale but I still have a few cards left to play. Ignore this at your own peril marcus, of course via legal actions.

Company response to consumer: Closed with explanation