Consumer complaint received 2024-07-17
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA (OR)

XX/XX/XXXX - I initiated a {$25000.00} transfer from my Marcus account to a brick and mortar credit union that I had opened the day prior and linked to my Marcus account. No where during that process did it say that the account would need to be verified by Marcus. 

XX/XX/XXXX - I checked my Marcus account to verify the transfer and it had been reversed. I called Marcus and things did not go well. After 2.5 hours, multiple hang ups by the Marcus customer service, super rude reps, and at least 60 minutes of sitting on hold we finally get my new account verified. This process meant that we had to call XXXX  XXXX XXXX XXXX and talk to a live person to verify the account. We did that, they were told my account was in good standing and to transfer the funds. At this stage I requested that {$32000.00} be transferred- almost the entire account. I was not willing to close the account in case there was an issue and I could not recover the funds. Or they say " there's no account or record of an account in that name. I was told this transfer would go through. 

XX/XX/XXXX - I check to see if the funds are moving - as we are at a car dealership and we want to purchase a new car. The dealer told us we could post-date a check so we could leave with the car. The fund had been reversed again. 

XX/XX/XXXX - I called Marcus and spent 90 minutes on the phone. Multiple hang ups again. I was told that they couldn't tell me WHY the funds had been reversed again. They did tell me that I had to send the funds back to the originating account- which was not validated by them. We submitted the funds and the customer service agent says " oh, this account isn't validated. you will need to call tomorrow morning and get the account validated. '' There's a record of me transferring {$30000.00} on XX/XX/XXXX and {$14000.00} on XX/XX/XXXX from the XXXX account. The money was from my mother 's account as she passed away XXXX XXXX, XXXX. 

XX/XX/XXXX - I called Marcus first thing in the morning to get my XXXX XXXX  account validated to ensure the money will transfer. After talking with a supervisor, who can not tell me why they would not transfer the money to the new account even though it was validated, we were able to validate my XXXX account and initiate the transfer. As we are closing out the call she tells me that it could be reversed again, as there was a notice on my file that only {$2000.00} could be transferred. There is NO documentation that they will hold funds because an account isn't verified. 

XX/XX/XXXX - Funds have FINALLY been deposited into my XXXX XXXX  account and I'm able to get a cashiers check and move the funds to my XXXX XXXX XXXX account. The teller at XXXX XXXX was flabbergasted that Marcus wouldn't transfer MY money into MY account. 

During this process they were never able to tell me why they wouldn't send my funds to my new account. 
They were unable to send me a one time code to verify my identity, and were unable/unwilling to tell me what the problem with my phone number was - both XXXX and XXXX XXXX were able to send me a one time verification code. 
The calls were dropped numerous times, and I was told it was on my end. This stopped happening after I threatened to file formal complaints. 
On XX/XX/XXXX the " security agent '' was going to call me back because my identity could not be verified through the one time pin. After 20 minutes I had to call and get another agent as she never called me back. 
On XX/XX/XXXX the " security agent '' had to put me on hold 3 times to figure out what to do since she couldn't verify my phone number. I ended up hanging up and calling back- this time I spoke to a very unhelpful supervisor.