Consumer complaint received 2024-10-14
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: GOLDMAN SACHS BANK USA (OH)

My mother, XXXX XXXX  has an account with Marcus Bank. On XX/XX/XXXX I received a call ( on my cell phone ) from Marcus by Goldman Sachs saying they needed to talk her. Note my mother was born in XXXX  and turned XXXX in XXXX. I called them back and identified myself and answered several security questions to be able for them to talk to me, including a " secret '' word we assigned to the account. I told them that we used my cellphone to set up the account because she didn't have one. I also told them that my mother would be at dinner at that time so I would not be able to reach her for about an hourand asked what they needed. The person then said I needed to be transferred to another department. After being on hold multiple times for a ridiculous amount of time, where they refused to tell me why they called, I decided I would try to call back on a 3-way call with my mother. About an hour later I did just that. Boy, was that a mistake. After they asked my mother her birthdate and social security number ( which she answeredcorrectly ) and the 'secret ' word which I supplied, they put us on hold again to transfer us to someone else. By the end of the 47 minute call my mother was crying and inconsolable due to the badgering questions by the next employee. At this point I told her to hang up, worried that she could have a health emergency. She is in XXXX XXXX  and I would then need to call XXXX. Afterwards I found out she was having a XXXX XXXX, worried that the bank had taken her money and was not going to give it back. My mother was made to feel horrible because she couldn't answer questions about what was on her driver 's license. She is slowly losing her memories and this was totally demoralizing for her. She gave up her driving license when she was XXXX. I'd like him to answer those questions when he is XXXX! The company 's security practices are barbaric. I could not sleep that night, worried as to how we are going to pay for her care if the account is inaccessible. The monthly transfer of {$6500.00} that was supposed to happen for XXXX and now XXXX was stopped. I was told to mail in my power-of-attorney and that an " Affadavit of Identity '' needed to be completed for my sister, XXXX XXXX, the joint owner on the account but they had to MAIL it to the address on the account. I XXXX the POA immediately. We didn't receive the AOI for 20 days. We completed that and sent it. They continued to refuse to honor the POA document and to even talk to me. I do not understand how any of this is legal. For a bank to restrict someone's money and make no effort on its part to help its customer. We then supplied another original certified POA and a notarized AOI for my sister, joint owner and they wouldn't even explain why they were not honoring them. They just said they had to talk to my mother but wouldn't even acknowledge that she had already called in. She really could not physically make another call. My mother 's bills were past due including approximately {$16000.00} for XXXX XXXX. I literally called 13 times and spent over 4 hours on the phone with various employees. My sister spent hours and made multiple calls also. Finally out of the blue they called my sister and told her the restriction was lifted. 
NO apology NO explanation. She immediately transferred all money out and closed the account. This money was held from its owner for 41 days. This was her remaining life savings! We would like an apology and monetary reimbursement for our time and the expense of shipping multiple documents. I also am in the process of closing my account with Marcus unless a change in procedures is addressed.