Consumer complaint received 2024-08-15
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA (MI)

Context : I have had a high-yield savings account ( HYSA ) with Marcus by Goldman Sachs for approximately XXXX  years. I have been using the account regularly, transferring funds in and out, until XX/XX/XXXX. On that day, when attempting to login to my account through the Marcus app, I encountered an error message telling me that my account was temporarily locked and to call the Marcus customer service line. Below, I outline the subsequent conversations Ive had with Marcus representatives and the actions Ive taken. I have not been assisted to any significant degree and remain unable to access my account and the funds therein. Its worth noting that, in XX/XX/XXXX, I relocated to the XXXX XXXX and, upon doing so, lost access to the phone number associated with my account and changed my permanent XXXX address on the account to my family home in XXXX These, I believe, were the actions that, belatedly, triggered the temporary account freeze, but no Marcus representative has been able to confirm this. 

XX/XX/XXXX XXXX XXXX login generated temporary lock error message. Called Marcus customer service, as directed, and they can not authenticate me using my name, social security number and birthdate. Transferred to XXXX who opened a case in case of identity fraud. XXXX claims that they can not even locate my account in the system. 

XX/XX/XXXX Contacted by Marcus Accounts and Transactions XXXX via voicemail left on my inactive XXXX phone line, which has been ported to XXXX XXXX and can only receive texts and voicemails, but can not make or receive active calls. 

XX/XX/XXXX Called Marcus customer service line. Transferred to a XXXX. She opened a forced closure case and sent it to back office for processing. I received confirmation that account would be closed and the money in my HYSA would be transferred to the external checking account linked with my Marcus HYSA ( which I had only recently used to transfer money into the account ) within XXXX business days. 
The representative noted my email address and XXXX phone number in my file so I could be contacted in a more direct manner. 

XX/XX/XXXX XXXX XXXX from Marcus contacted me via voicemail on my XXXX phone number and asked me to call back. 

XX/XX/XXXX I called the Marcus customer service line and and to speak to a supervisor. I was told to fill out an Affidavit of Identity and send it back to confirm my personal identifying information and remove the temporary lock on my account. It was recommended to me that, once my Affidavit is reviewed and my account authenticated, to add security word & hint or pin to my account to more easily bypass this arduous process in the future. 

XX/XX/XXXX Affidavit of Identity received by Marcus, according to USPS tracking. Clock starts on Marcus-advertised XXXX business day review period. I continue to receive emails from Marcus alerting me that my account statement has been generated, but I am still unable to access my account. 

XX/XX/XXXX Called Marcus to ascertain the status of review of my Affidavit ( AoI ). Spoke to XXXX who confirmed that my AoI was received and was pending review. The XXXX asserted that, once the XXXX is reviewed, I should be able to log into my account normally and that I should call back on XX/XX/XXXX to status check. 

XX/XX/XXXX Called Marcus and was hung up on. XXXX representative said they could not connect me to a XXXX for safety reasons. Both representatives failed to authenticate me. 
They could not confirm the status of my XXXX but claimed that it was received on XX/XX/XXXX and is under review and that they are not privy to next steps. The representative transferred me to a security representative who took notes on my account regarding my issue.