Consumer complaint received 2024-04-15 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
As of XX/XX/2024 i tried to access my funds deposited into a savings account with Goldman sachs but they blocked/ refused the transaction from going through. so I called and after speaking to a representative to find out why they blocked my transfer request to XXXXXXXX XXXX and being told I am not allowed to access my funds for 120 days, I requested my account at Marcus Goldman Sachs be closed on XXXX and all {$50000.00} be returned to me including accrued interest. Since then Marcus Goldman sachs employees have been stalling, lying and dragging out returning my money to me under the guise of my account being a new one. They have continually blocked ACH transfer requests put in by me over the website and Marcus application to move my money out of their grasp to a verified external account on file with them. on XX/XX/2024 I was told they will need to return the money to the originating accounts to which I responded one of those accounts is now closed ( XXXXXXXX XXXX  ) they requested a 3 way call with myself and discover bank to confirm the account was closed. after confirmation was received they said the only way I can get my money back was through a mailed check which I requested they completed immediately. On XX/XX/2024 I was told my account will be closed and a check is in transit to my mailing address. As recently as today XXXX at XXXX I received a call from Marcus GS and told they have refused to approve the mailing via check of all the funds being held by this bank in my online savings account which is still opened with them even after requesting 6 times that they close it, this was told to me by XXXX XXXX XXXX XXXX department that he is refusing to authorize the closure and mailing of my money until the account is 120days old. I have most of my conversation with different representatives from this bank recorded as evidence once i realized they are stalling and lying as well as exhibiting signs of questionable business practices. ( every new agent i speak with claims not to have anything in the notes of my request to close the account or anything in the notes showing the conversations that I had with them, which is why I started recording our phone calls ). I then called back and requested to speak to a supervisor I was transferred over to a lady who told me her name is XXXX from the fraud department at XXXX XXXX  on XX/XX/2024. My request was to get confirmation of what was told to me during the incoming call from XXXX of the fraud department refusing to give me back my money and close the account until it was 120days. XXXX lied saying she isn't aware of any XXXX and there are no notes on my account, she claimed that they were sorry for my trouble and inconvenience and she does see an expedited request in regards to the mailing of my funds via check. She claimed that a check was mailed out on friday XX/XX/2024 but couldn't provide me with a check number, tracking number or anything on their end or as confirmation from USPS who was the supposed carrier of this package requiring a signature for delivery when i asked. So I called again twice to speak to different employees in order to get confirmation of what I suspected was a lie and was informed by XXXX and another CSR named XXXX that no such check has been sent out and my request to close the account is still under review. In fact I learnt from them that my case # XXXX was in limbo they have done absolutely nothing that I requested in terms of closing the account or returning my money via check to me. XXXX actually hung up on me once I let her know that i was recording our conversation. I am filing this complaint because as of XXXX I have now requested my account be closed on XXXX occasions over the phone and this bank ( Marcus Goldman sachs ) is refusing to do this as confirmed By XXXX from the fraud department of Marcus GS and subsequent CSR agents of this bank that i have spoken to over the phone keep lying that they have done this but the account is still open and they keep blocking the transfer of my money out of the account or claiming that a check was sent but can provide no proof of that. I need the attorney general, federal reserve or CFPB who regulates the business to look into the illegal and shady practices of Marcus GS as they are now costing me money with other financial institutions by tying up my money for 120 days ; or longer and they have provided me no justifiable reason why. This bank provided no transparency when this savings account was originally opened that they will refuse consumers access to their money for 90-120days. The account is a savings not a certificate of deposit, it is nowhere in the agreement provided when the account was opened. If I knew this I would have never opened or given my money to this bank.

Company response to consumer: Closed with explanation