Consumer complaint received 2023-08-03
Company: GOLDMAN SACHS BANK USA
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Good day, I appreciate all of the help that your agency has provided to me but unfortunately a bank that you regulate lied to you in order to get my complaint against them closed. 
This is in reference to complaint # XXXX Marcus bank stated to you on XX/XX/23 that they were closing the account in question and transferring the funds to the original funding account which was exactly what I wished for them to do. Unfortunately they did not follow through. Instead, on XX/XX/23, over a month later they closed the account and kept the funds!!!!!!!!! Since that time period I have repeatedly called them and have been told multiple lies by their representatives. It is one thing for a bank to lie to me, a XXXX XXXX XXXX male ( financial abuse of the elderly ) but it is a whole other level for them to lie to their regulator, the CFPB. Because XXXXarcus bank lied to you and did not fulfill their obligation when requesting that you close the complaint I am requesting that you re-open the complaint and use your enforcement power to make Marcus bank do the right thing and return the funds as they told you that they would. Now let 's move on to new material. 

The first representative that I spoke to at Marcus after the account was closed confirmed that it was closed but stated that she had no idea where the funds went but she would talk to her manager and have him call me back. He never called back.

The next representative that I spoke to at Marcus bank told me that I need to call XXXX XXXXXXXX XXXX the source of the funds, and have them pull the funds back. As ridiculous as that sounds I nonetheless called them and as expected they laughed about it. They suggested that I file a police report and would also investigate on their own. They then mailed me a response, see attached, which stated that because I am authorized to use mom 's checking account, per the same power of attorney that Marcus rejects, it was an authorized transaction on my part sending the funds to Marcus and thus they are closing the case. I then called Marcus bank again to give them one more chance before filing a police report and this time they came up with a new lie to tell me. This time they stated, although admitting to still have the XXXX XXXX account information, that they sent the funds to the XXXX XXXX XXXX XXXX XXXX. I contacted them and they confirmed that this too was a lie, see attached. Next I spoke to a representative at Marcus named XXXX who was kind enough to give me her direct number XXXX and she informed me that if I want the funds back I would now need a court order to do so. I refuse to pay out of my pocket for a lawyer and court costs for this rogue bank to act like a responsible bank should do. 
There is currently a complaint filed with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX investigators name XXXX XXXX XXXX telephone # XXXX pertaining to this matter but as the banks regulator it is up to you to use your powers to have this XXXX XXXX Marcus return the funds. Because they closed the account on XX/XX/23 that also means that they are not paying the interest that would have accrued during all of these months that they have held the funds XXXX if they even know where the money currently is. 

The Federal Reserve Consumer Help Center told me that if you can not rein in Marcus bank 's misdeed that I should forward this complaint to my congressman and senator and provided me links to do so. I would prefer to not go that route and instead end this 8 month ordeal with your assistance. Thank you for your assistance in this matter.

Company response to consumer: Closed with explanation