Consumer complaint received 2022-11-27
Company: GOLDMAN SACHS BANK USA
State: VA
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
As of XX/XX/XXXX, we NEVER received the reimbursement. Reference is made to original CFPB Complaint ID : XXXX ( XX/XX/XXXX ) and XXXX  Complaint IDs : XXXX ( XX/XX/XXXX ) & XXXX ( XX/XX/XXXX ), in which Marcus by Goldman Sachs agreed to stop debiting our previously opened CD account Federal Backup Withholding and reimburse us {$360.00} ( Marcus approval interaction note : XXXX Case # XXXX ) within XXXX business days back in XX/XX/XXXX. On XX/XX/XXXX, I contacted Marcus for a status of the refund and spoke to Supervisor XXXX ( last name unknown ) who informed me that the previous case was prematurely closed on XX/XX/XXXX ( no reason was provided/documented ) and Marcus representatives did not follow detailed steps ( including reopening our CD ) to reimburse us based on an approval on XX/XX/XXXX by Supervisor XXXX ( XXXX name unknown ). It should be noted that Marcus responded to the XXXX  and CFPB complaints that the reimbursement would occur within XXXX business days back in XX/XX/XXXX. XXXX stated she was requesting the case be reopened to reprocess the refund ( Case # XXXX ) and escalating another case to the Customer Care Team for review and refund options ( Case # ending- XXXX ). After dealing with this entire ordeal for more than 5 months ( when the Federal Backup Withholding debits were first identified ), I asked XXXX to speak to her Supervisor, since this ordeal includes multiple events where Marcus representatives stated a certain action would occur and then never materialized ; from ceasing debits after receiving a signature card in XXXX, to Supervisors returning calls, to providing the reimbursement, etc. I asked XXXX to document our conversation and provide a documented history of all of these events, and she stated they were noted internally only, and Marcus representatives were not permitted to send outbound emails to document these transactions ( no transparency ). XXXX then became frustrated and hung up on me, and I had to immediately call back to file a complaint with Supervisor XXXX ( last name unknown ) on XX/XX/XXXX. On XX/XX/XXXX, Marcus rep XXXX stated her supervisor XXXX requested she make an outbound call to me to notify me the case has been reopened to investigate why the reimbursement was not processed and why the case was closed. On XX/XX/XXXX, I received a voicemail from XXXX asking me to call back for an update and that I could speak with anyone. Approx. XXXX minutes later I called back and spoke to XXXX, who reportedly also reports to XXXX, and she said there was no update and that XXXX never called me. I then asked to speak to a supervisor and was transferred to XXXX who stated XXXX and XXXX were mistaken and that their system just updated with XXXX 's message ; which was that the reimbursement had been approved AGAIN and would be transferred to our savings account ( not mailing a check - which is what I requested ). This {$360.00} reimbursement ordeal is still ongoing and after dealing with numerous Marcus representatives has not been resolved.

Company response to consumer: Closed with monetary relief