Consumer complaint received 2023-06-30
Company: GOLDMAN SACHS BANK USA
State: FL
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-issue: Deposits or withdrawals

Complaint:
I have a problem with Goldman Sachs ( Marcus ) that commenced in early XXXX of this year and has not been resolved to date, more than XXXX months later. The bank moved my {$65000.00} CD investment into an inaccessible XXXXosed Accounts File on XX/XX/2023 and has refused to provide me with any verbal or written information defining the problem or the action required on my part to resolve it. They did suggest that I contact Marcus if I had any questions. Since then, I have spoke to Marcus at least 6 times ( I have phone numbers and dates of the calls ). The calls were recorded by Marcus. All verbal and written communications, after the Confirmation of Account Closure, have been initiated by me with absolutely no success. 

On XX/XX/2023, Marcus linked my Synchrony Bank account for a {$200000.00} transfer to a CD Account at XXXX XXXX  APY, and a {$5000.00} transfer to a Savings Account at XXXX XXXX APY ) and my XXXX XXXX account for a {$65000.00} transfer to an 18 month CD at XXXX XXXX XXXX APY ). 

The total {$210000.00} Deposits from XXXXXXXX XXXX  were reversed on XX/XX/2023. Apparently, my XXXX accounts were locked for security procedures due to a hold that I had placed on all transfers from my accounts several years ago. Once I became aware of the security lock, I spoke to XXXXXXXX XXXX and they rapidly reestablished access to these funds which, thankfully, remain in XXXXXXXX XXXX 

The funds appear to have been placed in the Closed Accounts File by the Marcus Fraud Department. It now appears that they wish to identify me. During an early XXXX call, I was informed that they had sent me a letter providing information on their requirements for identifying me. 

On XX/XX/XXXX, I called and told Marcus that I had not received their letter. They stated that the letter had not been sent, but they would again send a second letter. 

On XX/XX/XXXX, I took the initiative and sent Marcus a letter resuming my problem and sending the following notarized documents : Birth Certificate, Military Discharge ( XXXX XXXX XXXXXXXX XXXX ), U.S. Passport, Driver 's License ( FL ), and Social Security. 

On XX/XX/XXXX, I again called ( nearly a XXXX hour call were I spoke to 3 different levels of management, remaining on hold most of the time ) to tell them that I had not received the second letter. An check of my address showed that they had the correct address. They recognized that the notarized information that I sent them was sufficient proof, but it had to be submitted on a Marcus format. I asked that their attempt to send the third copy of the letter should be by e-mail, certified mail or, better yet, by XXXX. I also offered to pay the associated costs, if that were the problem. I was left with the impression that a third letter, emails, certified mail and XXXX services required higher management level approval. There was no commitment to resend the third copy, so I am left in limbo. 

Time passes rapidly - it has been 6 months since I opened my CD account and I have received no written and little verbal communications defining the problem or the action required on my part to recover my investment and the corresponding interest. That is all I want - an apology would also help.

Company response to consumer: Closed with explanation