Consumer complaint received 2023-11-14
Company: GOLDMAN SACHS BANK USA
State: UT
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
Hi good day last week XX/XX/2023 my wife called me cause shes ready to go to hospital cause she thinks XXXX XXXX XXXX XXXX XXXX so i drive from to our house and get ready to leave to hospital. 
Now while talking to the doctor in XXXX XXXX my girlfriend told me that i need to withdraw all the money.. 
so yeah i try to log in my account and i put the wrong email for 2 times.. then suddenly i remeber and ask for help through the app.. 
and i login.. 
now im trying to trasnfer my money back to where i send like its external link account.. and its says there im locked so i called theyre customer service asking them why im lock and they told me that they couldnt verify me brcause i had a wrong number that they cant send me the one time pin code. I told them that im not using that number anymore cause i change my phone number with a newone 2 years ago and i dont know what or where i put that sim.. so they said that they couldnt rxplain anymore details something like that. And i was confused that day and called again samething happen.. and called the next day some agent told me that ask them to remove the restrictions. And i told them about it.. and its just so wrong timing cause XXXX agent told me that its on a review.. that they cant do anything about but just wait.. so i waited.. 2 days later i called again asking them how to transfer or the other way just to get my money back and they told me is the only way is to close the account and they told me that thursday XXXX XXXX and i said okay lets close the account and they said that once the account is closed the money will just go back directly to where i send which is my bank.. so i waited 3 days cause some agents said 3 days some 7 days some 10 days.. ( a lot of wrong information ) .. so today XX/XX/XXXX i called again cause i need the money cause my girlfriend has XXXX XXXX and my daughter is in XXXX XXXX XXXX XXXX so to me i need that money to pay for hospital bills thats my purpose i put it there.. 
I called twice today and one agent said that because she cant verify me she only saying that i dant give you details and more information, like im a complete stranger that rven why they cant answer like i put my money there and now im an outcast.. 

And the other agent tried his best and told me that give them a call 3 days from today so friday.. ( they said this last week too ) anyway i ask for the case number i dint know if you guys would need it.. but yeah i have it. 

I was reading last time the internet like reviews and complaints.. i read a lot same my situation how bad and slow and not good this company.. i tried to be patient its just the money that i put in my savings account is needed in emergeny.. i read a lot that same i have experience like they dont accept ID or verify it no emails and they always to give you the code on an old phone number that j have no acces.. i tried alternative phone njmber i give them my girlfriend phone number and same thing no code. Its like a joke..

I hope you guys can help me.

I have no job roght now cause im taking care of my family. Im just a average person trying to survive right now..

Company response to consumer: Closed with explanation