Consumer complaint received 2023-03-28
Company: GOLDMAN SACHS BANK USA
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2023, I attempted an ACH transfer of available funds from my Marcus by Goldman Sachs Online Savings account to an external account. Marcus halted the transfer hours later in order to verify the external account. Marcus called me and left a voicemail. I immediately returned the call on XX/XX/2023 and initiated the account verification process with a Marcus agent via telephone. After long hold time and being transferred around agents, an agent notified me that he must call the bank where my external account is held in order to verify the account with me on the line. I held for over thirty minutes while the agent attempted to contact the external bank before ultimately telling the agent that I had to end the call and follow up with Marcus on the next business day. The agent proceeded to lock my online account, limiting me from accessing both my Online Savings account and investment account until I called Marcus again. 

On XX/XX/XXXX, I called Marcus to unlock my account and attempt to verify my external account in order to proceed with my requested transfer of funds from Marcus to my non-Marcus account. After more hold time and transferring to other agents, I was led to the correct agent who tried to send me a two-factor authentication code via SMS to my number on record. The SMS was not received, likely due to an issue on Marcus ' side, as my mobile was operating normally. The agent spent almost 30 minutes trying to resolve the SMS issue after telling me Marcus has no other way to perform two factor authentication. After 30+ minutes, I finally received the two factor code, which allowed the agent to finally speak with me regarding my locked account and transfer issues. Again, the agent tried to reach the external bank, which led to further hold time. Having to go to a work meeting, I requested that the agent stop trying to contact the non-Marcus bank and cancel my transfer request after unlocking my account, so I could instead transfer the funds under a new request to a different external account that Marcus previously authenticated. The agent confirmed she unlocked my account and canceled the transfer, so I could proceed with a new ACH transfer request on my own. 

On XX/XX/2023 and XX/XX/2023, I attempted to transfer my available funds from my Marcus Online Savings account to any of the three previously authorized non-Marcus accounts saved in my Marcus online account. Each time, regardless of the transfer amount requested and saved/authorized account chosen as the target, I received a technical issue error, which halted me from transferring/accessing my funds. I attempted over 10 transfers varying from {$.00} to $ XXXX to three accounts via wire transfer and ACH transfer. Each attempt was blocked by a technical error on the Marcus XXXX  app and Marcus website via multiple types of computers/devices. 

On XX/XX/2023, I again called Marcus to complain that I could not access my funds. After hold time and multiple transfers, an agent attempted on my behalf an ACH transfer to an authorized external account, which was also blocked or failed without reason. The agent transferred me to a back office agent, who found no locks or issues with my account. After further hold time for investigation, I was transferred to another agent who attempted another ACH transfer that failed. She ultimately " manually '' pushed the ACH transfer and confirmed that it would be completed in 1-3 business days. I received no transfer confirmation receipt email and there are no transfers schedule or pending in my online account, so it remains to be determined whether my funds will ultimately escaped the grasp of Marcus.

Company response to consumer: Closed with explanation