Consumer complaint received 2024-02-05
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA (WA)

By XXXX of 2023, I have been using this Marcus account for roughly 6 months and I have been consistently depositing money into it to save up. The account is not a CD so I expect to have the liquidity flexibility for my funds. My latest deposit was last XX/XX/XXXX and while the deposit went through smoothly, on the morning of XX/XX/XXXX, while I tried to withdraw for a first time, I could not proceed and kept getting error messages. I tried calling the customer hotline, which was only notified then that there was a restriction on my account. I proceed to request information on when and why was my account restricted, as well as removing the restriction and not only did I not receive any information on why my account was restricted nor when the restriction was placed, the representative ( XXXX ) told me that she could not verify my identity since I just changed my number ( though it is updated in the app, and I have verified with SSN, first and last name, DOB, secret security word, as well as email ). I spoke to another representative, XXXX, which, apparently, has access to the record of me speaking with XXXX, and aggressively told me I will have to wait 3-5 business days to hear back since my phone number did not meet the criteria to be verified. Of which, when I asked why and what are the criteria, XXXX refused to provide me any additional information about why my phone number does not meet the criteria and what the criteria is. This is violating my rights as a consumer since I was not notified at all about the restriction and now, I can not have access to my emergency funds, specifically for withdrawing only and not depositing. 

For the time frame of 3-4 weeks, Marcus did not send any communication besides one email after I have tried calling twice. My account was frozen before this email was received. On my third contact attempt, Marcus has promised to send AOI form and instructions on how to verify my identity to my address on file but failed to meet their obligation. When I called back ( fourth attempt ) after 2 more weeks, the associated said that the previous associated DID NOT submit the request correctly, and she submitted it again. Yet again, 2 more weeks passed and still nothing in the mail. I am left with NO POSSIBLE SOLUTION to verify my identity, despite many factors : - the account has never been flagged before this- all funds inside the account are from verified sources - i was able to supply non-public personal identification information ( including my ssn, email, phone number associated with the account, secret word ). I am more than happy to complete and AOI and send it to the business, but I can not do that until the business send written communication to me. 

On XX/XX/XXXX, I tried calling againthe sixth time, and this time i was able to get to a supervisor who said that she would help me close out the account and have a check mailed to my address on file. When asked for an email confirmation of the account closeout, she said i would receive it after the call, I did not receive it. Its now XX/XX/XXXX and I still havent heard from Marcus. I have tried again today ( XX/XX/XXXX ) and now my account is still under restricted status. Today an associated named XXXX said she was able to close the account and the funds will be sent to the verified account on file. Yet when I tried to log back on the account, I could not see anything ( before today I was able to see my balance at least ) and now they said i have to call. I dont know how many more times I have to call and each time the associate was extremely unhelpful and unkind despite me trying to explain my situation. They always sound tired and frustrated to even answer the phone. It truly amazes me with the level of apathy Marcus has displayed. It is important to note that for more than 6 months, i have not heard from Marcus a single time besides that one email telling me to call the bank, and only after I have submitted a complaint about them. I really just want to get to the bottom of this and I kindly request that Marcus holds up to their promise of being the best online saving account.