Consumer complaint received 2024-06-07 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: GOLDMAN SACHS BANK USA
State: WA

Complaint narrative:
Please contacting me through email. Thank you! 
On XXXX, XXXX, I opened a saving account on Marcus by Goldman Sachs. 
After that, I graduated from university, so my personal information was changed, including the address and phone number. 
This year, it was already one year and I need to get my money and interests back. So on XX/XX/XXXX, I called Marcus by Goldman Sachs, I gave them all my information, including my ssn, date of birth, and my secret word, and asked them if they could first change my phone number and address. They told me they needed to raise a case for the review team to look at this and asked me to call back after 3-5 business days. On XX/XX/XXXX, I called back and they told me the same. Then on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, I called back and only received the same feedbacks, they needed review team to review, call them later. On XX/XX/XXXX, I called back and asked if they helped me change the information. However, what they told me was that they closed my account without my permission and did not tell me where my money was transfer to. My only request all the time was changing my personal information, but they just kept let me wait and suddenly they closed my account without informing me or helping me change the number. 
The banks responses were even more ridiculous. They told me that because on XX/XX/XXXX, I requested them to close the account, which is not true at all. First, I did not request to close the account on XX/XX/XXXX. I called on XX/XX/XXXX. I am 100 % sure and hope that the bank will listen to the recording again. On XX/XX/XXXX and XXXX, I had already said that I did not want to close the account. At that time, I mentioned closing the account because I thought my deposit reached the mature date. However, after confirming that my deposit had no mature date and confirming the interest rate with the bank, I proposed to continue to keep the deposit, emphasizing not to close the account. Therefore, the bank 's so-called request to close the account did not exist at all. In addition, on XX/XX/XXXX, the bank did try to authenticate my phone number, but at that time I wanted to change my personal information, so they said they needed to review it. I said that I would fully cooperate and asked to leave my current contact information. However, the bank refused and said that they would only contact my previous mobile phone number. I said that I was in the process of changing my information. If I did not leave my current contact information, how could I know the progress of your review and how could I provide you with my driver license or passport? However, the bank continued to refuse, and I raised the same question in the subsequent calls, but the bank refused very impolitely. After that, the bank never contacted me, so I had no choice but to keep contacting the bank to check the progress. From the beginning to the end, I only made a request to change my personal information. The bank 's response was only to review it and never contacted me or allowed me to provide proof of identity. I don't understand how a simple request to change personal information could be upgraded to a security issue. The bank did not contact me and did not allow me to provide my identity information for verification. If there are any security issues, shouldn't it be caused by the bank 's mismanagement? Another reason I can be sure of is the bank 's mismanagement is that not only did the bank never contact me, but all staffs responses were different when I called. I was deliberately hung up on 5 times, even though I explained my problem politely. No one understood my problem, and sometimes they didn't record my problem ( because when I called for the second time, the customer service said she didn't see any record of my first call ). Even their staff said they can not understand the customers concern because of the mismanagement. I quoted what a staff said to me when I called the customer service on XX/XX/XXXX, I dont know why there are completely different notes here. Finally, regarding the XXXX issue, first of all, the bank did not contact me to say that they wanted me to do an XXXX. They just said that they would send a document for me to sign. This is their original words. I even asked them if there were any other steps required, and they confirmed that it was just a signature. I agreed at the time because they said they would not waste any more of my effort and time. But when I received the documents, I found that it was not the case at all. They asked me to go to notarize myself at my own expense and said they would not help. If I just signed, copied my identity, and sent it back, I could do it, but I would not do a complicated and costly task like an XXXX for the bank 's mismanagement. In addition, I was leaving the United States soon and had no time to do it. At the same time, I did not agree that the customer needed such a cumbersome operation just to change her personal information. 
Finally, I hope the bank can record my contact information, and I will send all my personal information to you for your verification. In addition, I hope that the bank can compensate customers for the loss of time and energy caused by the bank 's mismanagement and malicious treatment of customers in the past two months. 
I guarantee that everything I say is true, as evidenced by phone recordings, and I have always emphasized that no matter what information they need, I can provide it, including my ID. But without any communication with me or my permission, they closed my account at will and emptied my deposits. They did not ask me where the deposits needed to be transferred, and they refused to tell me where they had transferred the deposits. In my eyes, this is no different than outright stealing. Therefore, I can only turn to your side. These savings are the money I saved little by little when I was in college, hoping to pay for my own medical treatment. I hope to punish unscrupulous bank. I prefer contacting me by my email address. Thank you so much!

Company response to consumer: Closed with explanation