Consumer complaint received 2023-09-20
Company: GOLDMAN SACHS BANK USA
State: OR
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hello- this is a complaint against Marcus by Goldman Sachs . I opened a savings account over 2-3 years ago and have been slowly putting money in and out of the savings account. Balance at one point has exceeded $ XXXX and withdrew around the same amount. 

In XX/XX/XXXX, I made a deposit of $ XXXX into my Marcus account because my daughter insisted I transfer funds there since their interest rate was much higher than what my local bank was offering. Then on XX/XX/XXXX, I wanted to withdraw $ XXXX in order to invest elsewhere. On XX/XX/XXXX, I received a voicemail from Marcus asking to call them back. When I called back on XX/XX/XXXX, I was told my savings account had a hold on it. They verified me when I called, I was able to answer all of the questions and they asked if they could send me a one time verification code. I asked them to send it to XXXX and they asked if I had another phone number that was registered to my name. I said no, since I have a shared family plan with one of my daughters. So they said they are not able to verify who I am over the phone and will need to send me an Affidavit of Identity. I asked to speak to a supervisor and was told none was available so I requested to have one call me back and also to proceed to send it to my address. No one called me back and I did not receive anything in the mail. 

On XX/XX/XXXX, I called back and spoke with the same person I spoke with on XX/XX/XXXX, XXXX, who told me they have not sent the Affidavit of Identity and it's still pending approval and I should call back later in the week, I asked for a call back from a Supervisor and did not receive a call back. 

I waited a full week, on XX/XX/XXXX and spoke to a XXXX who said it's still in the queue to be approved. I advised I was planning on filing a complaint against the company and if she could please let whoever is in charge know that I called back and would like to speak to a supervisor, they said they could submit a request for one to call back. I still did not receive a call back from a supervisor. 

On XX/XX/XXXX I called again and spoke to XXXX, who immediately advised she would send me a one time code to verify me, which she did and I gave her that code. We were able to proceed with the call and she told me the letter was approved to be sent out today and it should take 1-3 business days for me to receive it. ( please note : this is how it all started, the first agent, XXXX, said she could not send me the one time verification code to a phone that was not registered in my name but XXXX was ). I did not request a supervisor call back this time because I thought the issue was being resolved. 

Today, XX/XX/XXXX I still have not received the letter and called Marcus again. I spoke to Destiny, who advised the letter was just placed in the mail on XX/XX/XXXX and it will take 7-10 business days for me to receive it. I asked for a supervisor call back and she said she could transfer me over to one. I was on hold for 6 mins and was advised no one answered the line and she would submit a request for a supervisor or manager to call back but I could also call back at XXXX XXXX  for a supervisor. I opted not to do that based on my history with this company and will check back next week to see the status of the Afidavit of Identity letter.

Company response to consumer: Closed with explanation