Consumer complaint received 2024-08-23
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA (VT)

Issue : Marcus by Goldman Sachs froze my high yield savings account and will not allow me to withdraw money. I was not notified that my account was frozen until I tried to access my money. Marcus allowed me to transfer money into the account despite me not being able to transfer money out to the account it originally came from. I first contacted Marcus via phone to fix this on XX/XX/XXXX of XXXX. It has since been one month and two days and I still don't have access to my money. I no longer trust Marcus to grant me access to my funds. 


XX/XX/XXXX : I opened a high yield savings account with Marcus by Goldman Sachs with an initial deposit of {$7500.00} from an existing savings account I have with another financial institution. Over the course of the next few months I continued to make deposits into the high yield savings account from that same original savings account I linked totaling {$9900.00}. 

XX/XX/XXXX : I attempted to withdraw money from the high yield savings account and had an issue doing so. No information was available online as to what was wrong so I called the phone number that I was prompted with. Was told by the agent I could not transfer money back into the original account the money came from until I verify that I am the owner of the account. We tried a three way bank call to verify my ownership but no one answered from the other institution. Was advised to call back when the other institution was open. 

XX/XX/XXXX : I attempted to make a payment on my student loans directly from the Marcus account. Payment did not go through and was returned with an error code reading 'Frozen '. Until now the Marcus agents had only told me I could not transfer into the other savings account. They failed to mention my entire account was frozen. 

XX/XX/XXXX : I called back to initiate the tree way bank call to verify my account. The other institution would not speak with the agent from Marcus. Agent from Marcus advised me to mail an account statement to a po box in order to verify I was the owner of the account. 

XX/XX/XXXX : I mailed an account statement from my other account to Marcus to verify my ownership. I also included a note that explained the situation and stated that if this was not resolved I would be submitting a complaint with the Consumer Financial Protection Bureau. 

XX/XX/XXXX : I called Marcus to check on the status of my account being verified. The agent said the correspondence was received and looked good. The agent said I would most likely have access to my funds on XX/XX/XXXX by the end of the day. I asked if there was a faster way to gain access to my funds and they said there wasn't any other possible way ( Their website advertises multiple ways to verify external accounts ). I expressed my displeasure with Marcus for not allowing me to access my money and informed the agent that if I did not have access to my money by the end of the business day on XX/XX/XXXX I would be filing a complaint with the Consumer Financial Protection Bureau. 

XX/XX/XXXX : I still don't have access to my money and am filing this compaint because I no longer have trust that Marcus will grant me access to my money.