Consumer complaint received 2024-05-15
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA (PA)

On Thursday XX/XX/XXXX, I made a transfer out of my Marcus savings account to my XXXX XXXX account. On Friday XX/XX/XXXX, I received an email saying to call Marcus because additional access was required. On Saturday XX/XX/XXXX, I called, spoke to a representative and provided my name, last XXXX of SSN and secret word to verify my account. All was fine up to this point. Then they said they needed to get a specialist to join the call. The specialist joined and said they have to text a PIN to my phone. But then they realized they could not because my phone number was showing as ported. The other way to verify my identity would be via my drivers license, but Pennsylvania actually isnt a state that they can verify via drivers license. The only other option was to provide an alternative phone number of someone at the same address and same last name. Only my husband and I live here, but I never took his last name so they couldnt use his phone number. They told me they filed this with another team to work to get me verified and theyd call me back. I never heard anything so I called again Monday. I got the same run around but this time they said by end of day and latest Tuesday someone would reach out with resolution. On Tuesday I called my phone service carrier to see if they show my number as ported and they do not. They confirmed the account is in my name, my phone number shows no history of ports and Ive been a loyal customer for 7.5 years. I called Marcus again on Tuesday. This time when I asked why my phone number wont work, they said their system didnt show that the phone number was in my name. When I told them I had just spoken to XXXX to confirm that it definitely was and there were no ports on my number they said let me look in another system. She came back to tell me the other system does show the phone number is registered to me. When I said great, please text me the PIN she said she still cant.. I was transferred to a supervisor, XXXX, who told me theres nothing more they can do. I asked if my husband can unlock the account because it is a joint account, and she said no because I am the primary owner. I asked to make him the primary owner because again this is a joint account but she couldnt do that because Im not verified. She said the research team is looking into it and takes 3-7 business days. I should not have to wait this long to access MY money. When I asked to speak with her supervisor or the research team I was told she is the highest point of contact I can speak to and I should call back in 7 days. Based on other reviews Ive seen, the rest of the process when they do get back to you takes 2 months because they need to send a physical copy of an affidavit of identity. If that is the next step, I do not know why I have to wait 7 days for them to tell me that is the next step. I understand wanting to prevent fraud but given there are no physical locations for me to verify my identity, my husband who is an account owner can verify his identity to unlock the account and that there are no ways aside from my phone number ( which is correctly in my name and not been ported ) this is absolutely ridiculous. My husband and I are locked out of our joint account with no access to our money.