Consumer complaint received 2022-03-10
Company: GOLDMAN SACHS BANK USA
State: ME
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
In XX/XX/XXXX, I opened a new savings account with Marcus ( part of Goldman Sachs ) in response to a promotional offer : deposit {$100000.00} in new funds and after six months the promotional offer of {$300.00} would added to the account. Approximately mid-XXXX XXXX, I contacted Marcus by phone to wonder when exactly the {$300.00} would post. At the time they said that my inquiry would be escalated because the woman on the phone was unable to help me. 

Meantime I had learned of a second promotion that if there were an additional deposit of {$10000.00} for three months, the promotional offer of {$100.00} would be added to the account. I thought that was good so I transferred {$10000.00} into Marcus on XX/XX/XXXX. I was told that the {$100.00} would post approximately early XX/XX/XXXX. 

Time elapsed and no one got back to me about the {$300.00} original offer related to the {$100000.00} deposit. During the first week in XXXX  I called Marcus again for two reasons : ( a ) what was the status of the {$300.00} promotion and ( b ) I had just seen a seniors advertisement in XXXX in which XXXX Members were being offered XXXX basis points to open a Marcus account. I couldn't believe it! I told the woman I had been an XXXX member for 12 years at least and was never offered XXXX -- - my account opened at XXXX basis points! I was really mad. Furthermore she said that there was no verification that I had enrolled in the original promotion for the {$100000.00} deposit of new money into Marcus in XX/XX/XXXX entitling me to {$300.00} promotional bonus after a six-month period in which the balance was maintained... WHICH IT WAS. 

She said she was very sorry but there was nothing she could do. I said I felt as if XXXX stomped on me! All they have to say is " no '' and what am I to do about it? My husband and I have been XXXX XXXX clients for our entire 30-year marriage and I already had opened a high-yield XXXX  savings account for XXXX basis points but there was no bonus. THAT IS WHY I OPENED WITH MARCUS!!!! 

I told her I would be complaining to the regulators but all she kept saying over and over was that there was nothing she could do. As far as XXXX was concerned, she said that unless I told Marcus at the time that I was in XXXX it was not up to Marcus to offer that promotion! I said there you have the problem in a nutshell! Words were exchanged and to calm me down she said she would change my rate of interest to 60 THAT DAY but not retroactively! Can you believe it? 

I had opened the account while we were living at XXXX XXXX XXXX in XXXXXXXX XXXX XXXX  XXXX, and then we sold that house and moved to XXXX  where we live now at XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX. Because I was unsure with what agency to file the complaint -- XXXX XXXX XXXX XXXX -- I reached out to the Secretary of State for the State of XXXX. I asked which would be the better agency. The officer responded that Marcus via Goldman Sachs is a commercial bank and as such, she did not think I should file specifically with XXXX XXXX XXXX XXXX... she suggested I file with the CFPB because CFPB would make sure the right individuals in the right place would get the complaint. 

And that is what leads me to this complaint today.

Company response to consumer: Closed with non-monetary relief