Consumer complaint received 2024-07-01
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: GOLDMAN SACHS BANK USA (PR)

Today, I called Goldman Sachs because I have a savings account with them. On XX/XX/XXXX, I made a transfer from my savings account to my XXXX XXXX account. That day, everything went well. Today, the XXXX, I logged into the app to verify the transfer and it indicated that it was reversed. When I try to make the transaction again, it doesnt allow me. It tells me that I need to contact the institution which is available XXXX. I contacted them and they couldnt assist me. They told me that they had to transfer me to another department. They transferred me, and the new department told me that they couldnt validate me with XXXX as it wasnt allowed. They also couldnt validate my ID because it was issued in XXXX XXXX, which made me feel discriminated against since other IDs are validated. I asked if I could use my passport since I am also an American citizen. They said no and that they would call my phone number. They hung up and never returned my call. I tried contacting them about XXXX more times to resolve the issue as I need my money to purchase a vehicle. They went through the same process and I never received a call. In the XXXX  to last call, they told me that my number couldnt be used because it wasnt registered in my name even though Ive had this phone for over XXXX years. I provided my alternate number from XXXX, but they said that it also wasnt registered in my name. I offered my SSN, passport, license, anything, even email, and they said they couldnt help me. When I changed to the alternate number, they also blocked the app so I couldnt even see my balances. I called again because the app indicated that it was blocked for security reasons and to contact their phone number to unlock it. It said they were available XXXX. However, this is misleading because they said a supervisor had to assist me, and none were available as it was XXXX. The department they needed to transfer me to was closed. I had called hours earlier, and now they couldnt transfer me. They are not truly XXXX as the app claimed. They provided no assistance. I asked if they could validate my credit with XXXX as my phone number is registered there, but they said they couldnt do that. I work in a financial institution, and it is expected that these institutions have multiple methods to validate a persons identity. However, I felt discriminated against because they did not accept a government-issued ID from XXXX XXXX XXXX XXXX XXXX is a U.S. territory. They also refused to accept my passport despite being a U.S. citizen, and misled me by saying they could unlock the app through their XXXX service, which was not actually available, and told me to call back the next day at XXXX XXXX, causing me great distress and frustration. At the moment, I feel discriminated against by this situation and was not treated correctly. They dont validate IDs issued in XXXX XXXX for unblock the account, but they do validate them to open accounts. That is discriminatory. They should improve their service and make it truly XXXX as advertised and as stated in the photo on the app, of which I have evidence. 
That is why I am filing this complaint. In addition. They dont send me any email or call to said that they block my account or reverse that transaction.