Consumer complaint received 2023-06-07 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: GOLDMAN SACHS BANK USA
State: NC

Complaint narrative:
Once again, they closed the case and still have not resolved my issue. They said they tried contacting me, but they did not. I have called numerous times and have been put on hold for hours with promises that they will call me back, and they never do. They did not try to verify my identity with a bank. They keep telling me they are using my phone number to send me a code to close my account. Once again, I am not receiving this code they are supposedly sending. At this point, they should be able to mail me a check with MY money that they have been holding hostage for over two months. This is ridiculous and the worst banking experience I have ever had. I see why they have bad reviews, and I will not recommend them to anyone. They purposely try to take your money and hold it for months. I do not want to send in an affidavit because I did that already, and it did not work. I want to close my account asap and get my money back. 

*********************************************** I tried to make a transfer from my Marcus account to another bank that was offering a higher APY. Marcus locked my account when I initiated this transfer. I called to find out the issue and kept being hung up on. I finally spoke to a supervisor, and they said they would send me an affidavit to verify my identity. I received the affidavit two weeks later and got it notarized virtually using an app called XXXX that charged {$25.00} for a virtual service. I could not physically make it into a store to notarize because my husband works and uses the car, plus I have XXXX XXXX to take care of. After I got the affidavit notarized, I paid {$30.00} for certified mail so they could receive it the next day. My tracking receipt shows they received the form on XX/XX/2023. When I called to confirm, they said it was under review and would take seven business days to review. I called back on XX/XX/2023, and was on hold for three hours. Then the representative said it was notarized by someone in Texas and needed to be done in North Carolina, where I reside. I told her I paid {$25.00} for a virtual video service to get this done. Hence, people work from virtually anywhere to help get documents notarized asap if they can not physically make it to a location. She said they would be sending out another form so it could be done in NC. I then asked to close my account. After all, I am no longer interested in banking with a bank holding my money hostage for over a month, all because I wanted to transfer some of my funds. She said she would send a code to the phone number I have on file to close the account. The code never came, and she asked if I had an alternate number. I told her I only use one number on my account and have not had issues using this number in the past for my account. She put me on hold for another hour and said my account was in review to be closed, but I will need to call back for updates. This has been the worst banking experience I have ever encountered, and I would like to close this account asap. They are holding onto my money and will not let me access or close my account.

Company response to consumer: Closed with explanation