Consumer complaint received 2026-01-28 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
To Whom It May Concern, I am submitting this complaint to document an ongoing and unresolved issue with my savings account at Marcus by Goldman Sachs, in which Marcus has repeatedly blocked, rejected, and obstructed my lawful attempts to access and withdraw my own funds, totaling over {$610000.00}, without providing clear policy justification or a viable resolution.

Timeline of Events : 1. XX/XX/XXXX : I transferred {$600000.00} from my XXXX XXXX  account into my Marcus by Goldman Sachs savings account. 
2. XX/XX/XXXX : I transferred an additional {$10000.00} from my XXXX XXXX XXXX account into the same Marcus account. 
3. XX/XX/XXXX : I attempted six separate withdrawals of {$100000.00} each from my Marcus savings account to my XXXX account. 

These withdrawals were rejected. On XX/XX/XXXX, I received multiple phone calls and emails stating the rejections were due to quick money movement. 

When I asked Marcus representatives to explain : - What qualifies as quick money movement ''?

- What the applicable policy thresholds are - When or how my account could be unblocked I was explicitly told that " they could not provide any specifics '' about the policy or conditions for release of my funds.

On Blocked Transfers and Escalation Attempts : On XX/XX/XXXX, the Marcus representatives told me that as a workaround, I could transfer the {$600000.00} back to the original XXXX  account. However : - When I attempted to do so on XX/XX/XXXX, the XXXX mobile app blocked me from transferring funds to XXXX due to verification purposes. 
- I was informed that my only option was to call in to verify my account for security purposes and initiate transfers. I attempted to transfer directly via their customer support department and was subsequently rejected three times because " they could not verify my account with the receiving bank '' for unknown reasons.

Separately : I was also blocked from transferring the {$10000.00} on XX/XX/XXXX back to my XXXX XXXX account, again due to verification purposes. I attempted smaller transfers again ( including {$90000.00} on and {$10000.00} to XXXX on XX/XX/XXXX ) all were rejected. 

Over the next several days, I spoke with representatives across Customer Support, Security, and Fraud departments, each providing different and inconsistent explanations for why my funds could not be released. No representative was able to give me a clear, actionable path forward. 

On Account Closure Attempts : On XX/XX/XXXX, after exhausting all other options, I requested to close my Marcus account, believing this would result in the release of my funds. I initiated a transfer of the full balance to my XXXX XXXX account at XXXX PT. One hour later at XXXX PT, I received a call from Marcus where the agent recorded the line but didn't speak. At XXXX PT, I received a second call from Marcus stating the transfer was rejected due to quick money movement and that funds could only be returned to the XXXX account. When I attempted to return funds to XXXX : I was told by the Marcus agent that they could not verify the XXXX account. I was then transferred from the Security department to another agent in the Customer Support department. The agent in the customer support department then attempted an internal request to close my account and send my funds back to my XXXX account again. 

On XX/XX/XXXX at XXXX PT, I received another rejection call from the Fraud Department XXXX contradicting prior assurances. 

The Fraud Department representative told me that at a minimum, the {$10000.00} originally transferred from my verified XXXX account should be releasable, as that account did not require further verification. I initiated that transfer in the app at approximately XXXX PT. At XXXX PT, I received rejection emails followed by phone calls confirming that this transfer was also rejected. 

Actions I have taken : I have now spoken with over 10 different Marcus representatives. I have extensive documentation including phone calls, voicemails, emails, and written letters. I have requested alternative resolutions, including issuance of a check mailed to me, or transfers back to any of the connected accounts which Marcus has rejected. I have attempted to close my account three separate times, only to be told that the transfer out was rejected and I need to initiate a new transfer again. Marcus has told me my account can not be closed because the funds can not be transferred out, and that I must call again to reinitiate transferscreating a circular and impossible process.

This is not a certificate of deposit. This is a standard savings account with a high interest rate. Marcus by Goldman Sachs is effectively holding my funds hostage without providing a transparent policy, a timeline, or a lawful means of access. This situation has caused significant financial distress, consumed substantial time, and represents a serious failure of consumer banking obligations.

If this matter is not resolved immediately, I am prepared to pursue legal action for unlawful withholding of deposited funds, breach of contract, conversion, and violations of the Electronic Fund Transfer Act and Regulation E. I am also prepared to assert that Marcus by Goldman Sachs has engaged in unfair and deceptive practices under the Dodd-Frank Act by restricting access to my savings without disclosure, explanation, or a lawful path to resolution.

Company response to consumer: Closed with explanation