Consumer complaint received 2024-09-13
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA (VT)

Around XX/XX/2024 Received a letter dated XX/XX/2024. This letter stated that Marcus had tried to contact me, via email, but the emails have not been reaching me. 
The letter asked that I log into my account and change my email. 
I did not have access to my computer at the time, so I decided to call in; going through the security questions. I also wanted to update my phone numbers, as I no longer had a land line. I wanted to add my cell phone number as an alternative number. The Customer Representative stated they could not change both at the same time. I believe they changed the email address and said I would have to call back in 7-9 days to change the phone number. 


Around XX/XX/2024 I called back to work on fixing the other item ( I believe it was the phone number ). The Customer Representative went through the security checks with me. The Customer Representative stated a phone number that was not my phone number so they wanted another number that they could text other than my cell phone. I gave them my husbands cell number to text. They said there was an error when they tried to text. They said they would try to call my husbands number. They once again said they received an error. 
After not being able to text or call my husbands cell number, the Customer Representative stated that someone would be calling me back in 7-9 days. 
( NOBODY CALLED ) Around XX/XX/2024 I went to log into the Marcus web portal, I noticed that my access had been suspended. 
This did not concern me as my husband still had access through his log-in so we could handle transfers of funds when necessary. 
I again called Marcus as I did not receive a call back. The Customer Representative went through all the same security checks, which then ended with the Customer Representative saying they would be sending us forms that we needed to fill out to clear up the issue. They stated that we will receive it within 3-5 days. 
( NO FORM WAS RECEIVED ) XX/XX/2024 I called back in again, explained the entire history of what has happened and the issue with the phone number that is not mine. I was assured someone would call me back within 8 hours to resolve the issue. 
( NOBODY CALLED ) XX/XX/2024 I called back again, and once again explained the entire history of what has happened. Once again, they said someone would call back. I stated that I wanted to speak to someone to resolve the issue now. The Representative transferred me to a Supervisor ( XXXXXXXX XXXX XXXXXXXX stated I would need to complete an Affidavit of Identity and get it notarized. He assured me that it would be mailed to me, and I will receive it within 3-5 days. I asked him if I could download the form from their web portal, he said no. 
( NO FORM WAS RECEIVED ) XX/XX/2024 My husband logged into the web portal with his login to do a transfer of funds from our saving to our external checking account. When he pressed submit a dialog box came up stating something went wrong and to call in. 

My husband called in. The Customer Representative stated she could not see anything wrong with his account. The Customer Representative talked with someone else and stated that the until my account issue has been resolved, he would not be able to transfer funds from our savings. 

The Customer Service Representative asked to speak to me. Once the Customer Representative verified my identity, she passed me on to someone else who basically told me a form should be received by us within 3-5 days. 
( NOTHING HAS BEEN DONE TO RESOLVE EITHER ISSUE ) XX/XX/2024 My husband called again, spoke to XXXX, Customer Service Supervisor. Explained the situation and history to XXXX and informed him that we still had not received the form. XXXX asked to have me get on the phone so he could review the notes, and then passed us on to the security person. We asked XXXX to stay on the line while we discussed with the XXXX person XXXX?? Once they reviewed everything, they said the form was sent on XX/XX/2024 and we needed to wait for 7-10 days for the form. I told them that today was 10 days, and XXXX stated it would be 7-10 business days. I explained there have been four occasions where we were promised calls back and forms mailed, but we have never received anything. 

We asked to be given a specific Representative that we could call directly about the issue, and have the form overnighted to us. We were shut down on all requests. XXXX said she would submit a request to have a form over-nighted, but they could not give us a direct person to call. 

In short, we were told we needed to wait the 10 business days, and if we did not get it to call back. 
( NO FORM WAS RECEIVED ) XX/XX/2024 I called back in and spoke with XXXX, Supervisor of Customer Service. XXXX was reaching out to the department that sends and handles these security items to see what can be done. 
XXXX is with that department ; she could see a form was sent out XX/XX/2024 and XXXX or XX/XX/2024. She tried reaching out to the department who sends the forms to see if she could get a form expedited. She was unsuccessful with them and attempted to reach one of her supervisors to try and get the form expedited. They referred her to another department which did not help her either. 
So, she opened a Level 2 complaint to get a form expedited. 
Case No. XXXX. 



XX/XX/2024 XXXX forms were ever received. We found a link to the form on Marcus.com. We printed the form, had it notarized and mailed it certified mail, return receipt. 


XX/XX/2024 We tracked the form that we mailed to : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX via USPS tracking. 
We could see that the form was accepted and signed by XXXX XXXX at XXXX on this day. 


XX/XX/2024 We called Marus again. The Customer Service Representative stated that the form did not appear to be loaded into the system yet. As soon as they received and process it, they will email us to notify us that they received it, and the account would be unlocked. 
Stated this should happen within 3-5 days of receiving it. 


XX/XX/2024 Called Marcus back. Spoke with XXXX XXXX XXXX ) who said that the Affidavit of Identity was uploaded on XX/XX/XXXX, but she did not have access to the progress of the review. I then asked to speak with her supervisor ; she put me through to XXXX ( XXXX ). XXXX said review of the Affidavit of Identity generally takes 8 10 business days, and I should call back in another 5 or so business days to check on the status. 


XX/XX/2024 I called in and was placed on hold for 54 minutes ; after talking with initial representative and asking for a supervisor, I spoke with XXXX ( Supervisor ) she said that she put in a request for case to be expedited as I have been waiting since XXXX for resolution. Was told they are running a bit behind on reviews and did not know how long it would take for the review to be completed. 

It should be noted that it appears that our issue is not a one-off situation. I have found many forums where other individuals are having the same issues.