Consumer complaint received 2024-07-23
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: GOLDMAN SACHS BANK USA (CT)

In XX/XX/XXXX, I contacted Marcus to close my savings acct. and have the balance in marcus transfered to my XXXX XXXX XXXX checking acct. They made XXXX test deposits which I confirmed with them. They then did an ACH transfer of the entire balance into the acct. and reversed it the next day. Upon contacting them, I was told I could not be " authenticated '' and a conference call would have to be initiated with the bank to confirm that this was actually me. I told them this was unnecessary as they had already confirmed the XXXX test deposits made to my checking account. I couldn't get anywhere with them so I got off the phone knowing I would call them back at a later time to request a check to be mailed to me instead of a deposit. I contacted Marcus bank XXXX weeks ago requesting this check and was told " no problem, it will take XXXX - 10 days ''. On the XXXX day, after not receiving my check, I looked at my savings account and noticed it hadn't been closed. I never recieved an e-mail or call informing me of any problem. I called them and was transfered between multiple people in different departments and always being told that they can not " authenticate '' me even though I gave correct information used to open the acct - SSN, DOB, address, telephone # and secret word. Then told that another department will call back in XXXX days to authenticate and they never call back. On XX/XX/XXXX I spoke with XXXX - supervisor in XXXX and her XXXX XXXX who expedited my request. On XX/XX/XXXX I received an e-mail asking me to contact them for more info. I called and was finally " authenticated '' by answering a series of questions and was told I was released from the " fraud alert '', that my account will be closed and check will be sent via certified mail. Account was closed on XX/XX/XXXX. On XX/XX/XXXX I received email asking me to contact them as more info was needed and to contact them. I called right away and was transferred to XXXX in Security for another " authentication '' by being asked a series of questions such as previous address ( have had multiple addresses ) and phone number associated with that address which was the same information that I was told 2 days ago was correct.They ask for drivers license but then told they cant " authenticate '' a CT license. They then informed me I could not be " authenticated '' but will not tell me why, therefore being told I have to wait XXXX days for a call. I have been told this multiple times and they dont call. This is and endless loop that they will not return my money. They have all been informed multiple times over the last XXXX weeks this money is desperateley needed and all I get is " we will call you back in XXXX days '' to be " authenticated ''. They are hiding behind this " authentication '' process to not return money. Over XXXX complaints have been made with the XXXX showing this is on ongoing issue with Marcus. Please investigate this as soon possible as they are acting in what I consider to be an illegal business practice hiding behind security. With over XXXX complaints stating the same thing I'm experiencing shows this is not a solitary complaint.