Consumer complaint received 2023-03-16
Company: GOLDMAN SACHS BANK USA
State: PA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
1. Opened Marcus by Goldman Sachs Account on XX/XX/XXXX. All funds deposited to said account were cleared and ready for withdrawal as of XX/XX/XXXX. 

2. Total balance in account was approximately {$5600.00} as of XX/XX/XXXX. 

3. Attempted to make a withdrawal on the Marcus by Goldman Sachs website in the amount of {$5600.00} via ACH to my checking account at XXXX XXXX XXXX XXXX on XX/XX/XXXX. 

4. Marcus by Goldman Sachs NEVER transmitted the ACH per my instruction in the amount of {$5600.00} as a result I did not receive MY funds the following day. Repeated calls to customer service stated that the ACH transfer was sent and to check with the receiving Credit Union. Customer service/their Supervisor had the intellect of a teenager and could not answer basic questions like the exact timestamp of the ACH. Customer service would not provide a 15 digit ACH trace number either. Attempts to speak with a higher level representative at Goldman Sachs Bank have been unsuccessful. The bank simply does not care and will not escalate concerns to higher levels of management. I was hung up on, screamed at several times by Goldman Sachs Bank customer service representatives. Marcus ' website advertises SAME DAY TRANSFERS of less than {$100000.00}.

5. Next business day on XX/XX/XXXX I received a phone call from XXXX in the Back Office ( XXXX UT ) in an attempt to confirm I performed the subject transfer via their website. Because the funds originated from different financial institutions to Marcus, she reversed ( money not back in my Marcus account until XX/XX/XXXX ) my transfer and told me it could not be completed UNLESS I transferred the original amounts back to their originating financial institution. She wanted to verify these were MY funds. Funny, Marcus had no problem accepting my funds for weeks but when it comes time to withdraw said funds, they provide all kinds of roadblocks trying to do so. XXXX said that my funds would be reversed and I need to re-initiate ACH transfers of exact amounts given to the originating financial institutions in order to get my money out of Marcus. I questioned the accountability of her statements and she hung up on me. This is because several customer service representative previously stated my funds had already left Goldman Sachs Bank via ACH in route to my financial institution as requested. No one knew the transfer was " stopped '' by the back office. 

6. Furious, I contact Goldman Sachs Corporate Offices in XXXX XXXX. They assure me someone will contact me that can help. No one from Corporate or HIGHER level Management has contacted me to date. I have been in communication with a XXXX XXXX in Texas who is a Call Center Manager, but she does not even have the abilities to confirm/ensure ACH transfers leave Goldman Sachs Bank per her own words.

7. XX/XX/XXXX I re-initiate the ACH transfers as instructed by the representative in Marcus ' Back Office. My funds still have not been sent out via ACH.

Marcus by Goldman Sachs has stolen {$5600.00} of my funds and I do not have a pathway of getting the funds back. THIS IS THEFT. There are reports and complaints about this very problem already at the CFPB and on XXXX. 

Why is this bank being allowed to do this to depositors? I want MY funds back!!!!

Company response to consumer: Closed with explanation