Consumer complaint received 2024-06-19
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Opening an account — Didn't receive terms that were advertised
Company: GOLDMAN SACHS BANK USA (MA)

Good Morning, I opened an online CD with Marcus Bank on XX/XX/year>. ( www.marcus.com ) While opening a CD I was given two choices 1 ) Add a Joint Account Holder now 2 ) Add a Joint Account Holder by calling Customer Service in 3 Business Days.

I tried to create a Joint Account online but their Online system gave error. When i reported the issue to their customer service they mentioned that is a known issue and they can add the joint holder after the CD is created. I proceeded to create the CD using the option 2 ( mentioned above ) and called Marcus to add my wife as joint account holder I opened an online CD with Marcus Bank on XX/XX/year>. 
While opening a CD I was given SAME two online choices as given on XX/XX/XXXX. 

Since i knew about their online system issues from last time, i took option option 2 ( mentioned above ) as it was the available and was previously used option.

I called Marcus on Monday XX/XX/XXXX ( with in XXXX business days ). I was then told by Marcus that their business process to add Joint Account Holder by Phone is no longer available as the process has changed. I am not sure why I was give Option 2 ( mentioned above ) on website if their option has changed or GOING to change. I escalated the issue to a manager ( XXXX ). She opened a Service Ticket on my behalf ( ending XXXX ) and mentioned that their process has changed over the weekend and she would have to assign the task to back office and also said adding joint owner should not be an issue. XXXX Mentioned that my service ticket should be resolved with in 3 to 5 business days. I was contacted on phone the following day, i do not pickup calls as there can be impersonators. I called back eagerly to hear good news, but to my dismay my service ticket was still waiting to be acknowledged. I also requested customer service to contact me via email, so that i can call back when ever they have or need information. I also told them i prefer email notification about status instead of calls as there can be impersonator calls.

I waited for almost 6 business days as i did not get any alerts from the Marcus Bank ( usually Marcus Bank sends alerts to my email when any account information changes ). I called on XX/XX/XXXX to ask about my service ticket ( ending XXXX ), person on call did not talk much about service ticket but repeatedly mentioned that Joint Account holder can be added between XXXX and XXXX and i should call following day. Customer Service person was also not interested in following up on service ticket ( ending XXXX ). She also hung up on me. 

I called back Marcus Customer service on XX/XX/XXXX and customer service person said Joint Account holder can not be added after a CD is created. I requested for a manager ( XXXX ). After a long repeat of my problem statement ( s ), and follow up on service ticket ( ending XXXX ), i was told that my service ticket was already closed. ( without intimation or resolution ). 

Since Marcus did not live up to their promise ( option 2 was available as of XX/XX/year> ), I requested my CD be closed and my money is given back immediately. Marcus said there will be a PENALTY for closing my CD. Why should i pay penalty for Marcus misleading information, false promises and wasted time. I requested manager ( XXXX ) to add next level manager ( back office ) on phone. Call center do not have direct access to Back office. All she could do was create another Service Ticket ( ending XXXX ). 

I would like to file a complaint. Recordings are available. 
Thx, XXXX