Consumer complaint received 2023-10-31
Company: GOLDMAN SACHS BANK USA
State: GA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I attempted to transfer money from my account in XXXX. I checked a few days later and the account stated that it was locked. I called Marcus by Goldman Sachs to figure out why it was locked on XXXX XXXX at XXXX. After speaking to a rep I was told to call back in 3-5 days. After a few days lapsed, I called back and still have not reached a resolution. I have called several times, with the call notes listed below. 

Called Thursday XXXX XXXX - XXXX Spoke with 5 different people including two supervisors about why my account was locked. Previously made a transfer of money out. Have made several transfers of money out of account without issue. Could not resolve issue. Was informed to call back in 3-5 days. Called back on Tuesday, XX/XX/XXXX XX/XX/XXXX XXXX - Spoke to XXXX about Affidavit of Identity Asked about form and to see what I need to do about unlocking account. Also asked why the account was locked. Would not tell me why the account was locked and was sending out form in 3-5 days. Stated form has to be notarized. 

XX/XX/XXXX XXXX - Spoke to XXXX Called in for my account and affidavit form that has yet to be sent. Was transferred to supervisor. Asked to speak to someone from legal. 

XX/XX/XXXX XXXX Spoke with supervisor XXXX in retrieving contact for legal Goldman Sachs Bank USA XXXX XXXX XXXX XXXX, PA XXXX XXXX Sent in affidavit requested by Marcus via priority and certified mail that cost {$28.00}. Received form on XXXX. Mail was postmarked from Marcus on XX/XX/XXXX, which was not 3-5 days from which I was originally informed that I would receive the form. Certified mail was picked up and received on XXXX in XXXX at XXXX by XXXX XXXX . 

XXXX Called in at XXXX ( 36 min call ) and spoke with XXXX in regards to unlocking my account and receiving my funds. Was informed that it had to be reviewed in 5 days. Asked to speak with someone in fraud about the issue due to trying to resolve this issue for a month. 
XXXX ( Fraud ) - Spoke to her about my affidavit and she stated it was received and needed to be reviewed. I was also informed that the Document Department reviews it and I would receive a call on Monday. 

XXXX. Still no call from Marcus about my account after sending in requested affidavit document XX/XX/XXXX Called in at XXXX ( 31 minute call ) Spoke to XXXX XXXX after being prompted for help via automated line. She stated she was not fraud and would transfer me over to someone in the unit. 
XXXX who was in the fraud unit stated that he was with another part of fraud had to transfer me to Fraud for Online Savings. 
XXXX ( Savings Specialist ) stated that the AOI was just received today, which was incorrect. She stated that she would have to transfer me over to another unit for Fraud. 
Speaking with XXXX in the Fraud Dept who stated that it would take 10 days to review the XXXX. This is conflicting with information that I received with XXXX. Received this address for attorneys to send in info : Goldman Sachs Bank USA Attn : Official Document Review Team XXXX XXXX XXXX XXXX, PA XXXX XX/XX/XXXX Called at XXXX and spoke with XXXX who transferred me to Fraud Dept. I then spoke with XXXX from Fraud Specialist. Reggie informed me that the form was received, but that the seal was not on the form. I mailed in the original form notorized with the seal via certified mail. Copies were made of the original form for verification. I lashed out at XXXX about the number of times Ive had to call in about my account and asked to be transferred to a manager about my account. On hold for over 15 minutes and no one came to the phone. Was hung up on and transferred to a survey line. 

XX/XX/XXXX XXXX Called back to speak to fraud dept. XXXX answered the phone and transferred me to XXXX. XXXX finally sent me a one time code and still did not assist me in resolving this matter. I expressed GM frustration about the process and was told that it had to be escalated to another dept. After continuing my frustration, XXXX hung up on me and did not attempt to resolve the matter. 

XX/XX/XXXX XXXX Called to have account unlocked and spoke to XXXX. Transferred to fraud specialist XXXX and she stated that my information was confirmed, but that the seal could not be read. I also asked why was my account locked and she informed me that it was because of a phone number change. I have changed my phone number several months ago and made several transfers in/out of my accounts. I expressed to XXXX that people change phone numbers all the time and that it didnt make sense. I expressed My name, birthday, SSN, address never changed and that a phone number change should not justify locking an account. I couldve been easily called and asked to verify my identity if I received a PHONE CALL. 
I asked XXXX would I reimbursed for sending in the certified mail as this would be my SECOND time mailing out this form. She stated that she would make a note of it. Thankfully I had copies made of the original blank form. Got the form notarized AGAIN and made copies of the signed form. I went to USPS and sent next day shipping certified mail with signature confirmation for {$28.00}.

Company response to consumer: Closed with explanation