Consumer complaint received 2024-04-02
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: GOLDMAN SACHS BANK USA (VA)

I closed a savings account at XXXX XXXX and transferred the money to XXXX. 
This was to earn better interest. Also opened a new checking account at XXXX XXXX. 
I was helping my mother who does not use a computer and is very confused and on a low fixed ss income. When it came time to pay some bills, tried to transfer {$8000.00} on line to the linked bank account. It was reversed. This happened four times. Each time XXXX called, we got a different representative who gave us different reasons for the reversal. After no success of transferring the {$8000.00}, we initiated closing the account to put the funds back into XXXX XXXX. We were told we could set up a wire transfer over the phone and did so on a Friday. We were told all was good. Then we called again on the following Monday and was told the wire transfer could not be made because it had to go back into the same account it came from WHICH WAS ALREADY CLOSED. After MANY annoying/frustrating phone calls, we were told only a check would work and it would take 7 to 10 days. We agreed to a check on Monday and decided to call Tuesday to make sure the check was mailed. We were then told the account would take 1 to 3 days to review, possibly longer, and the 7 to 10 days was for the postal service delivery. I requested the representative today to maintain the recording of the hour-long conversation wherein she made several telling statements, i.e., she was not allowed to tell us why the wire transfer was cancelled; admitted the wording under the FAQs was vague and that it was at Marcus 's discretion whether to do a wire transfer. We asked for a higher-level supervisor and was told she was the highest supervisor to handle things by phone and that we would have to submit an on-line complaint. We asked for her boss to speak to and she basically said the buck stops with her on phone complaints. On XX/XX/XXXX we attempted to start withdrawing money and it is now XX/XX/XXXX and not a XXXX has been able to be transferred, wired or received in any fashion. 
Went onto the XXXX XXXX XXXX and this has happened to other people as well. 
Regardless of how much confirmatory information was given, i.e. last four of the ss #, password, DOB, etc., Marcus would continuously call the following day to verify transfers that were made on line. Calls were missed and moneys were reversed back into Marcus. Seems like they try to hold onto other people 's money to earn money for themselves and make it ALMOST IMPOSSIBLE to get your own money back. Multiple different reasons for the reversals. One agent would say one thing and then a different agent would say something else. I requested the recording to be held by Marcus in the event of litigation ensuing. Bills have to be paid. Over {$200000.00} was transferred into Marcus and only {$8000.00} was requested so bills could be paid. Something is wrong with this picture. As you print on your website : unfair, deceptive, or abusive acts or practices is what you try to prohibit. Clearly their website is also deceptive. Their own representative said the information about getting back your money is " vague ''.