Consumer complaint received 2024-05-22 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
XX/XX/XXXX XXXX XXXX : I tried to transfer XXXX {$98000.00} from my Marcus by Goldman Sachs account to my savings account in another bank. It didn't let me, I though it was because of the transfer limit set at XXXX {$50000.00} according to the Marcus website, so I called as instructed. 
First call at XXXX ( XXXX min ) : They asked for my full name, last four digits of my SSN, date of birth and secret word for the account that I provided all successfully. Then I was put on a long XXXX or XXXX holds and transfer to a new person. She vaguely said they were not able to verify me and confirmed the last 4 digits of my phone number. I confirmed that it was correct and asked what the issue was. She said she couldn't tell me and couldn't help me, so I asked to speak to a supervisor. The supervisor, called XXXX, said my only option is to make a case that they will answer in XXXX business days. I explained that the timing will not work for me, since I need the money in my account before Wednesday XX/XX/XXXX and if please someone could explained what was the issue with the account, no straight answer. Please note that I haven't made any movements in this account since I opened it in XX/XX/XXXX. I have been accessing through the app and website without any issues with the verification code sent to my phone, same one they have on file. He said he could only expedite the case and to expect a called within XXXX business days. 
Second call at XXXX ( XXXX min ) : I spoke with XXXX XXXX, I again successfully provided all the information I was asked, was again transfer to another person called XXXX and same vague answer, my account has a restriction, she can't say more at the moment. She transferred me again to a supervisor XXXX XXXX ) who said there is nothing else to do, that I just need to wait. At this point I have explained to all this people that I'm buying a house, that I'm not going to make it to the closing date if we don't resolve this and will loose the guarantee and the house, that this are my savings and need access to them. They said there's nothing else to be done and the supervisor hang up on me. 
Third call at XXXX ( XXXX min ) : I called because I was in the process of making this complain and encounter that they blocked all access to my account, that I have been accessing with no issue through all this. The person I spoke to explained she couldn't even see why my account was blocked or anything. At this point I asked to make a formal complaint, I explained my whole situation again, the answer was again that there is nothing to be done. 
After XXXX calls and almost XXXX hours I still don't understand why my account has a restriction, why they can't verify me through my phone number that they have on file, that I confirmed and that as of today I've been using to get the verification codes to access through the app and website. And now they have blocked my account with no reason. The lack of transparency and care it's unbelievable, they issue is theirs and I will have to pay for the consequences. Marcus by Goldman Sachs needs to do better, I have no trust in their processes or banking at this point. Hopefully I'll get my money on time or at all, because it feels they just don't want to help me get it.

Company response to consumer: Closed with explanation