Consumer complaint received 2023-06-13
Company: GOLDMAN SACHS BANK USA
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
In XX/XX/2023 my wife XXXX and I opened an online savings account with Marcus by Goldman Sachs. I immediately linked my XXXX XXXX account and transferred {$3000.00} to my new Marcus Account. I was notified 2 days later that the deposit was received. Shortly after my account was locked. I discovered this when I tried to log on to the account via the app for XXXX. I called on XX/XX/XXXX and spoke to a Marcus rep for 17 minutes and I was told that my account was locked because my phone number is not linked to my name. As a side note I have 2 other banks and 3 financial investment businesses that I use fine with this phone number. I called Marcus again on XX/XX/XXXX and was on hold back and forth with Marcus reps for almost 40 minutes. I asked them if it was possible to just send the money back to XXXX XXXX and close the account. They said that they could not do that and accused me of being " suspicious ''. On XX/XX/XXXX I received a generic email stating that my account had been closed. There was no information about what happened to my money or how to obtain my money.To this date no one will provide an answer as to what happened with my account. I immediately called and I had to call back 3 times to find someone who could help me. The first cal was 12 minutes, the second call was 22 minutes, and the third call was 9 minutes. At that time I was traveling in XXXX. I explained to the rep that I would be home on XX/XX/XXXX. She told me that we would have to sign and notarize a document to receive our money. At that point I said ok please send the document. When I arrived home there was no document from Marcus. I called again on XX/XX/XXXX for 15 minutes and I was told " sorry '' and new documents would be sent out. I was told that I would receive them in 3-5 days. On XX/XX/XXXX I called back because I still had not received the documents. I was told by a Marcus rep that it is actually 7-10 business days so I would need to wait until XX/XX/XXXX and that the documents were sent on XX/XX/XXXX. On XX/XX/XXXX I still had not received the documents. I called Marcus again, this time for 52 minutes talking with reps and being put on hold why they research my situation. I was told by the second rep that the papers were resent on XX/XX/XXXX and it would take 7-10 business days to receive them. I politely explained that this is not acceptable. I have been waiting for these papers since XXXX and I have not had access to my money since XXXX. I asked her if Marcus could produce evidence that the papers have been sent. She said they could not. I asked if the papers could be sent with a tracking number and/or a signature requirement and she said they could not. It is ironic that Marcus locked my money and closed my account because they claim my phone number could not prove who I am, but now they are holding my money and providing no proof that they are working to restore it back to me. At this point I want my money returned to me immediately without any cost to me ( notary cost ). Other banks have ways of confirming ID of their online customers ( XXXX XXXX for example ). This does not seem legal. Please advise me how to get my money. Do I need legal assistance?

Company response to consumer: Closed with explanation