Consumer complaint received 2024-09-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
On XX/XX/year>, I created a savings account with Marcus by Goldman Sachs after being referred by my sister and using her referral link. I have been wanting to open a savings account since I wanted to save some of my funds and pay for tuition. 
I scheduled a disbursement and transfer of {$5000.00} from a separate checking account into the Marcus savings account to occur on XX/XX/year>. I received a confirmation email of my transfer request on XX/XX/year> and was able to access my account through login and see that the {$5000.00} was shown in the account. On XX/XX/year>, I received an email stating that my statement preferences had changed without my request. I attempted to log into my savings account on the mobile Marcus app and saw that my account was temporarily locked. I confirmed with my checking account that the {$5000.00} was transferred successfully ; however, when I checked my account on the Marcus desktop website, it still showed that my Marcus savings account was temporarily locked. 

On XX/XX/year>, I called the savings account customer service number they provided ( XXXX ) and stated my information that they asked for : my first and last name, date of birth, last four digits of my social security number, and my secret word for the account. After being transferred to another department, I was told by a representative that they could not verify me since they were unable to send a one-time verification code to my phone number or from my drivers license due to my state ( California ) not authorizing it. They also stated that they do not have the ability to send a verification code to my email and do not have any other verification methods besides the phone number and the drivers license. 

I was told that a case would be made and I would receive a callback between XXXX days from XXXX. I called again on XX/XX/year> for an update and was told that the case was still under review and it could now take either XXXX or XXXX days to be reviewed and acted upon. I called several more times between XXXX and was told that I was unable to contact the department that was handling the case, which was later confirmed to be the verification department, due to privacy reasons or lack of access on the Marcus representatives end. Throughout my numerous phone calls, I was not given any reasons as to why my account was locked. I asked them if they could alter any information, such as the email address or phone number associated with the account and they said they were unable to change anything in the account nor close the account. The most confusing statement was that the process could take XXXX days, XXXX days, or even XXXX days from either the day the case was filed or from the day I called. It did not help that I was always transferred to a different person and told I could not be directly connected to a representative I talked to previously. 

Even amongst all the confusion, I was able to contact a supervisor who told me that they expedited the case and that I should receive a response between an additional XXXX business days. To note, by this point I have not received a callback or response for 10 days. 

I called again on XX/XX/year> and was still unable to be verified from my phone number or drivers license and no new verification methods were provided to me. A specialist told me that they contacted the other team and told me that a new case and complaint would be filed. However, on the same day, a supervisor, XXXX, told me that their team has no way of contacting the verification department and that I have to wait for a callback or update for an undetermined amount of time. The reason she gave for the undetermined waiting time was that the estimated XXXX days and the additional expedited XXXX business days had already passed. The only thing that their team was able to do was have my complaint notarized. I called one last time on XX/XX/year> and a specialist named XXXX told me that there was nothing they could do since they were unable to bypass the lockout without the verification. She also confirmed that the time to wait for a callback or response was undetermined. 

XXXX  days later, and I am upset that I am still unable to access my funds and do not know the reason for the lockout. I now only want to have my {$5000.00} transferred back to the original checking account so I am able to pay for my tuition.

Company response to consumer: Closed with explanation