Consumer complaint received 2020-06-23
Company: GOLDMAN SACHS BANK USA
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Goldman Sachs Bank USA did not respond to the CFPB complaint ID XXXX filed on XX/XX/2020. The only message I received was " The company can not respond to this complaint, '' which is unsatisfactory. Please respond to this complaint properly and professionally. 

My Online Savings account with Goldman Sachs Bank USA ( under the brand name XXXX ) was opened on XX/XX/2020. The account was funded on XX/XX/2020. On XX/XX/2020, I found that online banking access was blocked, and I had no access to my money. I was shocked because I never received prior communication ( neither email nor letter ) regarding this block. I did not know when the account got blocked, because I did not use online banking very often to check balance. On XX/XX/2020, I called XXXX Customer Service, I was told that someone from their Specialist Department would call me within 24-48 hours. Nobody called me, and account was still blocked. On XX/XX/2020, I called XXXX Customer Service again, I told them that I expected to have received a call from them, but nobody called me and account was still blocked. The agent put me on hold for half an hour, and she promised that the Specialist Department would call me within 24-48 hours. I insisted that I could hold in line to wait for the Specialist Department to have time to speak with me. I was told that the Specialist Department was busy. Then I offered to make an appointment for their best time for the call, because the Specialist Department already failed to keep the promise. I was denied of such an appointment, and the agent guaranteed me that the Specialist Department would call me within 24-48 hours. As I had expected, nobody called me, and account was still blocked. On XX/XX/2020, I called XXXX Customer Service again, I told them that I expected to have received a call from them, but nobody called me and account was still blocked. The agent promised that the Specialist Department would call me within 24-48 hours. I told the agent that the same thing had happened twice before, and the Specialist Department had failed every single time. The agent again guaranteed me that the Specialist Department would call me within 24-48 hours. As I had expected, nobody called me, and account was still blocked. On XX/XX/2020, I called XXXX Customer Service again, I told them that I expected to have received a call from them, but nobody called me and account was still blocked. The agent promised that the Specialist Department would call me within 24-48 hours. I told the agent that the same thing had happened twice before, and the Specialist Department had failed every single time. The agent again guaranteed me that the Specialist Department would call me within 24-48 hours. As I had expected, nobody called me, and account is still blocked. My account is still blocked, and I still have no access to my money. For the duration of two weeks, I called Goldman Sachs Bank four times, but to no avail. Their Specialist Department never called me, and never unlocked my account.

Company response to consumer: Closed with explanation