Consumer complaint received 2024-05-24
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: GOLDMAN SACHS BANK USA (FL)

After having an issue with my XXXX account ( locked out of account due to phone number verification issues ) I opened and transferred {$160000.00} to a new Marcus by Goldman Sachs online savings account on XX/XX/XXXXXXXX. After an initial XXXX  day hold on these funds, my online account listed the full {$160000.00} as available funds. 
After a XX/XX/XXXXXXXX  interest payment the current balance of my Marcus account on XX/XX/XXXXXXXX  was {$160000.00}. These funds are also marked as 'available ' on my account. I needed to transfer a small amount to my local credit union on XX/XX/XXXXXXXX  so I initiated an XXXX transfer of {$6900.00} to my personal checking account at my credit union. The following day I logged into my Marcus account and saw that the transfer had been reversed with no explanation. I tried to transfer the same amount to another personal checking account and was given a message stating that Marcus was experiencing technical issues and to try again in a few hours. 
After chatting with a Marcus agent I learned that there were no 'technical issues ' ; I was locked out of my account and needed to call for more information. I called and was told by a representative that my account was locked due to incomplete phone # verification via a third-party company ( I have had the same phone number since XXXX and it is the only phone number I have ever listed on any financial information ). After being told that phone # verification could take XXXX business days I waited to contact Marcus again XXXX XX/XX/XXXX. I called Marcus on XX/XX/XXXX and after a series of unusual questions about any recent marriages, alternate names etc. I was told that my phone number was confirmed but that I was still unable to make transfers to my credit union, only transfers to my funding account ( the closed XXXX account ). The Marcus representative ( XXXX ) stated that this was due to 'fast money transfer ' and that she could not tell me how long my account would be restricted or any additional information. I thought this was ridiculous, as attempting XXXX transfer of approx XXXX % of the total balance in XXXX  weeks does not seem unusual or " fast. '' At this point ( XX/XX/XXXX ) I requested to close my account with Marcus if I would be unable to make XXXX transfers out of the account to my credit union. I spoke with a representative ( XXXX ) whom I authorized to close my account and who stated I would be mailed a check for the full balance in XXXX business days and that I could call back for a tracking number on the certified mail. 
On XX/XX/XXXX a Marcus representative ( XXXX ) called for another phone number verification and to confirm my account closure. 
On XX/XX/XXXX a XXXX representative XXXX XXXX ) called from an alternate phone number and area code and left a message for a return call. I immediately called Marcus back and spoke with XXXX who stated that I needed to confirm that my XXXX account was closed. I participated in a 3 way call with XXXX, myself, and a XXXX representative ( XXXX ) who confirmed my XXXX account was already closed and that all of the information I had already provided to XXXX was accurate. 
At this point ( XXXX XXXX  EST XX/XX/XXXX ) I asked if it would be possible to just receive my funds via wire transfer to my credit union as no check had still been issued 8 business days from closure request. I spoke with Marcus savings specialist XXXX  ( sp? ) who confirmed the wire information for my credit union checking account and whom I authorized to complete a wire transfer in the amount of {$160000.00} plus accrued interest. She stated this transfer would be completed within 1 business day. 
As of XXXX XXXXXXXX XXXX XXXXXX/XX/XXXX I saw that my transfer still had not been sent. I called and spoke with XXXX and XXXX. XXXX said my transfer was still in review and it could take 1-3 business days even though I was told one business day when I authorized the wire transfer. I asked for email or mail confirmation of my closure request and pending wire transfer confirmation and was told, " We don't do that. '' As of XXXX XXXX XXXX XXXXXX/XX/XXXX I still have not seen a wire transfer out of my Marcus account. I requested account closure XX/XX/XXXX. I have complied with all requests for additional information and all of my information has been verified. I have not been able to access any funds in my Marcus account since I initially attempted my transfer of {$6900.00} on XX/XX/XXXX ( 19 days total ).