Consumer complaint received 2023-02-28
Company: GOLDMAN SACHS BANK USA
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
From your website : The Goldman Sachs Group , Inc. is a leading global financial institution that delivers a broad rangeconsumer banking to a large and diversified client base that includes individualsWe aspire to be the worlds most exceptional financial institution, united by our shared values of client service, excellence, partnership, and integrity. This is so not true. You obviously have no idea what is happening with YOUR online bank-Marcus by Goldman Sachs XXXX 
I had an external checking account that was hacked. I gave no authorization for any funds to be withdrawn, yet, {$250000.00} was withdrawn by hackers who used my internet protocol ( IP ) address to move those funds into my XXXX XXXX XXXXXXXX checking account. From there, they created their own XXXX XXXX XXXX checking account, moved the funds into that account and withdrew it. The Marcus by Goldman Sachs investigation was limited to the fact that my IP address was used to move the funds from Marcus to my account. With that overwhelming investigation, they closed the case. I had {$250000.00} in your bank. I NEVER AUTHORIZED ANY WITHDRAWALS. The investigation was shoddy, negligent in the facts, and cursory in its desire to understand what happened. When XXXX XXXX Florida XXXX XXXX tried to explain how these actors had invaded my accounts, Marcus indicated there was no need for them to understand. Not one XXXX, of those funds that were withdrawn, was ever authorized by me. Marcus agents even wanted to return a wire to a bank I didnt even know existed. I would expect that as a long-time account holder, there would have been a real investigation. More than likely, those funds were laundered to fund XXXX activities. Do you care? 
Failure to notify me of such notable activity in my account leaves no excuse other than negligence. Marcus should do a thorough investigation. They have refused to contact : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX Mobile : XXXX XXXX XXXX The Consumer Sentinel Network details several similar scams with the same names of XXXX XXXX and XXXX XXXX who used a computer program called XXXX which was used to secure my computers and phone. That there is a criminal investigation ongoing with case number XXXX, and Marcus is not doing their due diligence in contacting the detective working the criminal investigation. This is a nationwide scam, and there could be liability on your part by not completing a thorough investigation. These scammers terrorized me by saying my children were at risk. They knew where my grandchildren went to school. They even sent someone to my home. I do not understand why such a reputable company, such as yours, has no desire to know the facts and return my funds. Wait time on the phone is incredible. Calls are cut off, and it is not uncommon to be sent to different departments with extraordinary wait times. No representative has the authority to say or do anything, and even in a conference call with XXXX XXXX, they had no interest in helping us or wanting to know what happened. I am XXXX years old, a recent XXXX, and you allowed my funds to be stolen. My account was closed, and was told that I would never be able to open an account with that bank.

Company response to consumer: Closed with explanation