Consumer complaint received 2018-12-20
Company: GOLDMAN SACHS BANK USA
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/2018 I was opening a new CD online at Marcus Bank. I was transferring {$4400.00} from my Marcus Bank High Yield Savings into a new Marcus 3 Year CD. The {$4400.00} showed deducted from my savings but did not go into the new CD. The new CD showed not funded. I immediately called in and they completed a tech ticket. It took 2 days for them to recover the {$4400.00} back into my new CD. It showed not funded until XX/XX/XXXX. They told me they would correct the transfer date to the original so that I would not lose interest. Online it only reflects the deposit date of 2 days later XX/XX/XXXX. When the money disappeared out of High Yield Savings and after I reported the problem on XX/XX/XXXX, I went back in to view my High Yield Savings transactions and I could not access any transactions, just monthly PDF 's showing where the normal full detailed complete transactions used to be. I reported this to the tech that I spoke with when they called to tell me the transfer had been fixed. The tech said my account should be back to normal to see transactions as I assumed I was only " locked out '' of these while they were working on it. That was not the case. 8 days later and I still can not have access to any of my High Yield Savings account transactions. I called back and reported the problem twice on XX/XX/XXXX. The first customer service rep did not help. She told me to look at dropdowns that showed last 60 Days, 30 Days and XX/XX/XXXX and that it should fix it. I told her I had already done that and I needed her to put in a tech ticket to have it fixed. After had a legitimate problem with their banking software I expected her to take me seriously but she blew me off telling me that if that didn't work to try the Credits/Debits/All dropdown. This did not work either. I called back the second time on Saturday and they supposedly put in a tech ticket to have it worked on. I called back on Monday XX/XX/XXXX and asked for a supervisor. He seemed genuinely interested and said he would call me back the next day. I had given him my cell number as a contact number to reach me. After we hung up I got an email from Marcus saying my phone number had been changed on my account. I called back in and told the rep that my cell number is OK to call me back on but not put it in the database as my prime or alternate phone number and to only include it in the notes and that while on the recorded line I gave them permission to use my cell number for contact. Anyway, I received a confirmation email from Marcus that my phone number had been updated. I NEVER HEARD BACK FROM THE SUPERVISOR. He was a total liar. I had told him that I would be contacting regulatory agencies if they didn't fix the problem and the problem still exists 8 days later here on XX/XX/18. I need access to all of my transactions, especially when I can't trust where funds go out my account and I can't see them. I am wondering if they are trying to hide what the transactions show about the missing {$4400.00} or if they are just completely incompetent in their software and tech support. Both scenarios scare me as a deposit customer. Don't banks have responsibility to make sure customers have full access to their accounts online, especially ONLINE ONLY banks like Marcus? I need Marcus to fix my account. I think the fix is simple and that someone simply needs to reset the account access. If not, Marcus needs to be reviewed by the proper regulatory agency to make sure they have the correct standards and practices to make sure money doesn't go missing and customers have full disclosure of every transaction on their account. I have posted this same complaint on Deposit Accounts and will be sharing this experience on similar sites so that consumers know how bad Marcus Bank is with losing customer 's money and then not returning full access to their accounts in a timely manner.

Company response to consumer: Closed with explanation