Consumer complaint received 2015-08-08
Company: GOLDMAN SACHS BANK USA
State: TX
Product: Bank account or service
Sub-product: (CD) Certificate of deposit
Issue: Account opening, closing, or management

Complaint:
I opened XXXX ( XXXX ) separate XXXX year online CD 's with GE Capital Bank XX/XX/XXXX. XXXX with a mature date of XX/XX/XXXX and the other with XXXX/XXXX/2015. I opened both of the XXXX 's as a joint account between my mother and I. Each CD was in excess of XXXX XX/XX/XXXX my mother passed away but I elected to leave the CD 's alone and let them mature. On or about XX/XX/XXXX I closed the XXXX CD without any problem and had the funds transfered to a XXXX account. On or about XX/XX/XXXX I attempted to close the XXXX CD and was first told that that account was only in my mother 's name and was not a joint account. I protested and told the to go back and review the original online applications as well as the cancelled checks that I used to fund the XXXX CD 's. I provided all of my passwords and account numbers and told them that there must be a mistake with their computer system because I opened up XXXX the CD as joint accounts. GE Capital Bank then told me that they now see that the XXXX CD is a joint account between my mother and I and that they would transfer the money in around XXXX days. After a couple of days I called GE Capital Bank and confirmed their XXXX micro deposits to my bank as instructed. GE Capital Bank informed me that the funds from the CD would now be transfered. After a couple of more days I called GE Capital Bank back and asked them why the funds had not been transfered. GE Capital Bank then started again saying that the XXXX CD was not a joint account. I again protested and asked to speak to a supervisor. GE Capital Bank then will refuse to let you speak to a supervisor. I have never in XXXX years of doing business with a bank been told that you could n't talk to a supervisor. The customer service operators just keep passing you around and you have to keep retelling your story. I screamed and yelled and told them that their computer records were wrong and that my records reflect that the CD is a joint account. I kept repeating to them that the bank has taken my money and now refuses to return my property. GE Capital Bank just keeps saying that they have a right to investigate the matter. I feel that GE Capital Bank is just taking advantage of me because they can because they think that just an individual consumer ca n't do anything about. I agreed to send a certified death certificate and affidavit of heirship. They signed for this information on XX/XX/XXXX, I asked in the correspondence for GE Capital Bank to please acknowledge that they received the documents. GE Capital Bank did not acknowledge that they received the documents. I waited until XX/XX/XXXX and when I still had n't heard from GE Capital Bank I called. GE Capital Bank then began the same song and dance by just passing you around to different operators and saying for you to call back every couple of days. I finally got to talk to someone that said that they were a supervisor and they confirmed that the documents were being reviewed in " legal. '' I asked to speak to their legal department and was told that no one in legal will talk to a customer only customer service can speak to a customer. I protested that GE Capital Bank has now kept my property for over thirty days and are still refusing to give me my property. GE Capital Bank just keep saying give 5-7 days which is just a stalling tactic. My position is that the CD is a joint account and my records confirm this fact. GE Capital Bank just refuses to discuss this issue. I sent a letter to GE Capital Bank 's CEO but as expected have not received any acknowledgment. GE Capital Bank is taking advantage of me. I would recommend that the average consumer stay away from this internet bank. They are by far the worst banking institution that I have had experience with in over XXXX years. Terrible customer service. No wonder GE is trying to divest themselves of their financial branches.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation