Consumer complaint received 2024-07-10
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA (TX)

I am having problem transferring funds out of my high yield savings account with Goldman Sachs. An external account with XXXXXXXX XXXX was added into Goldman Sachs online banking system, trial deposit was verified. On XX/XX/XXXX I transferred {$100.00} just to try it out. No issue with the transfer. On XX/XX/XXXX I transferred {$19000.00} but was contacted by fraud department for verification, I instructed them I am the party initialing the transfer and it is not fraud, transfer was then processed and completed. On XX/XX/XXXX I then initiated the same transfer for {$65000.00} into flag star ( same accounts as two previous transfers ), however fraud department contacted me again but I missed the call. I then called gold man Sachs back, sorted everything via the phone line ( 2 phone calls ), I was told everything is good and funds will be transferred within XXXX business days, but on XX/XX/XXXX the transfer was reversed and XXXX XXXXXXXX was deposited back into my Goldman Sachs account. On XX/XX/XXXX I right away initiated another transfer of {$65000.00} from Goldman Sachs online banking into XXXX XXXX in the morning and I called Goldman Sachs customer service just to make sure the transfer will be completed given the delay. I was told by the lady who answered the call that everything is fine. Account was verified and it will be completed in XXXX to XXXX business days. A few hours later on the same day, I received a call from XXXX from Goldman Sachs that that they need to do a XXXX day verification with XXXXXXXX XXXX  due to restrictions on my account. I was unable to do the three-way call at the time because I was at the doctors appointment however, as soon as I get home an hour later, I called Goldman Sachs XXXX I have contacted them XXXX  times with at least XXXX representatives, however, the call would either be dropped or disconnected for other various reasons. On the fifth time, I spoke to a gentleman at the security department who was able to do a three-way call, when the XXXX minute wait was done, a lady answers my call, turns out the lady is from XXXX and the gentlemen from Goldman Sachs is no longer on the Line. 
Needless to say, I am unable to complete the XXXX way call and by now I am not going to attempting to contact Goldman Sachs any more. 
My complaint is their poor customer service and why the need for the XXXX way call when this same account has been transferred XXXX previous times. I need the money due to emergency and I am no where near resolving this but have to file a complaint so others can be aware. 

Also please note on XX/XX/XXXX when I was contacted to do a XXXX way verification on the flag star account by gold man Sachs due to the {$19000.00} transfer, I explained to them the account has been transferred before, and it is my personal account. Problem was solved right then and there. So why is the XXXX transfer not completed? 

Another issue is every time I call I speak to different person and has to explain the situation all over again. XXXX from the security department does not have a direct call back line when i was at the doctors and suggested I would call him back maybe. He was the person that suggested he would put a note on my account that I would only need to call back to do a three-way verification for the XXXX XXXX , It sounded very simple however it is nearly impossible to get this completed. 

All the phone calls are recorded I hope so this can be investigated. Why I can not access my own money. 

Thank you.