Consumer complaint received 2023-07-27
Company: GOLDMAN SACHS BANK USA
State: MN
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Marcus by Goldman Sachs has blocked my external transfer request from my savings account, locked my account so I can't access my account online, and has failed on multiple occasions to properly resolve via their contact methods being phone calls to their savings team. They've provided no actual notification that my account was being locked ( no mail, email, or phone notification ) and finally informed me that they force closed my account and that I have to contact them again in the future or status and to request my funds. 

Monday, XX/XX/2023 : I placed three external transfer requests. I had XXXX savings accounts with XXXX, and have been a customer for years. Two of the three transfers completed successfully to my local bank, and to an external account that was verified and validated via my online account on XXXX. The third, and largest of the transfers ( over {$6000.00} ) was blocked even though I received email notifications that it was processing. 

Tuesday, XX/XX/2023 : I tried to login to my online XXXX account to check on the status of the third transfer. I was notified while trying to login that my account was temporarily locked and I needed to call their savings customer support. I called and spoke with an agent after XXXX CT who verified my account and identity and said they needed to transfer me to a specialist to get my online account access back. They placed me on hold multiple times, then said a specialist would call me back in XXXX minutes. Hours went by, no call. Nobody from XXXX reached out to me. 

Wednesday, XX/XX/2023 : I contacted my local bank where I was transferring the money to and spoke with a banker. I asked if they could see any incoming transfers but unfortunately informed me that they would be able to see it when I could see it. Dead end. Nothing they could do to help me to try to get my money from XXXX or confirm if the actual transfer was still processing. 

Thursday, XX/XX/2023 : I tried to access my online account on XXXX via desktop computer and mobile device ( XXXX ). Still locked out of my account. I again called customer support for their savings ( the number they directed me to call ) and was again connected with an agent. After verifying my identity and account, they transferred me to a specialist. This time the specialist talked with me and informed me that XXXX was force closing my account with no reason provided. Any open transfer requests would be blocked, and I can not get access back to my online account. The specialist couldn't confirm how much money was in my account ( even though I know the exact amount that they owe me ). They suggested I call back in XXXX business days to check status of my account closure and to verbally verify my address for them to issue a check to me for the money they owe me from my savings account. 

I am sitting in limbo with over {$6000.00} of mine sitting at Marcus by Goldman Sachs that they've blocked me from withdrawing and even preventing me from viewing my online account to confirm they haven't sent my money elsewhere. The agents and specialists on the phone continue to place me on hold, transfer me to someone else who has no information, or suggest they will call me back when they do not fulfill that promise. They can not confirm how much money is in my account, can't provide me access back to my online account, can't confirm why my account was temporarily blocked or now being forced closed, and they've provided no actual communication via email, mail, phone or otherwise to notify me of any of this activity. They've been an incredibly easy company to deposit money and paychecks into and gain a competitive savings rate but it feels highly suspicious and almost intentional to create methods to prevent me from withdrawing my money from my savings accounts with them.

Company response to consumer: Closed with explanation