Consumer complaint received 2023-09-06
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA (NJ)

I opened a Marcus account ( XXXX ) to save money for an Emergency situation due to their high interest rate offer. I called ahead and their agent confirmed on the phone that there are no limits to the amount I can transfer from other banks and the number of transfers. I WAS NOT TOLD THAT THE MONEY HAS TO STAY FOR 90 DAYS NOR HAVE THEY MENTIONED ANY OTHER RESTRICTIONS. I started transferring money to my Marcus account from my personal and business accounts. Once I saved enough money, I called Marcus transfer it out for resolving my Emergency situation. Marcus agent initiated the transfer ( around last week of XXXX ) and later in the day, my account was locked and the transfer was reversed. I was transferred to a specialist who gloated that there's nothing he can do. The agent showed no empathy and borderline disrespectful. I called Marcus later that night and expressed my frustration and the fact that they are dealing with human beings, not account numbers and it's the customers money. The agent acknowledged the mistreatment and asked me to call again the next day. I did. I was told that I need to transfer {$140000.00} to my Chase business account which I immediately did over the phone and they unlocked my account. A day later, I transferred rest of the money to my personal account ( pnc ). Later that day, they locked my account again. Their specialist now says that the correct amount to be transferred to my business account is not {$140000.00} but {$87000.00}. I spent the next hour over the phone to complete the transfer to chase and XXXX. 

I made multiple calls and multiple request in late XXXX to transfer the {$87000.00} to my Business account which was completed. I asked them to send me the remaining money as a check to my home address. They said that they can wire it instead and it will be faster on XXXX and close my account as I can't take this anymore. I asked them to double check with their specialists/fraud team that they will not cancel this later. They confirmed that it will go through in the next 2-3 business days. I literally cried on the call because of everything that they have done to me and begged them to not cancel this and add all of this to the notes. I broke down in to tears because of what Marcus is doing to me due to my emergency situation and I need my money urgently. 

I followed up with them on XXXX, XXXX and they said that it's all good. On XXXX after multiple calls, they canceled the wire transaction again! 

I cried again over the call and after spending hours over the phone with multiple supervisors and specialists and agents, they said that they will send the check and close the account and that it will take another 2-3 business days for me to receive my own money.

I have zero confidence that they will deliver on this. I have suffered significant irreversible monetary and emotional damages because of the way Marcus has treated me. 

They kept calling me multiple times about a {$25.00} good will credit. I don't want their money. It's an insult to all the injuries that they have caused me. Please stop making these calls and please stop brining this up. 

I feel helpless and Marcus is going to great lengths to punish me. I do not understand why. I beg Marcus to help me close my account and send the entire remaining balance to my home address XXXX XXXX XXXX XXXX XXXX NJ XXXX expeditiously without any delay ( with tracking ) by XX/XX/12. PLEASE STOP LOCKING MY ACCOUNT. 

I urge Marcus to take this issue seriously. Their teams do not talk to each other and are screwing customers like me. One team member initiates a transaction promising the customer that it will go through and another team member from fraud team will cancel it later. They require all funds to go to the original accounts. I told them repeatedly that it's not possible as I liquidated some of my accounts when I deposited the money and there's no way to send the money back. I explained this to them multiple times for the past few weeks. They acknowledged it multiple times and they keep canceling my transactions. Please warn customer and the general public that Marcus will treat their customers with disdain and will not help in any way shape or form to resolve the issues in a timely manner.