Consumer complaint received 2025-05-21 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: GOLDMAN SACHS BANK USA
State: IL

Complaint narrative:
Following up on my previous CFPB complaint opened on XX/XX/year> and ending on XX/XX/year>, my account from XXXX has not been granted access. 
Right before my CFPB case was closed, I called XXXX after saying they can not verify me for around a week. Right before the CFPB deadline on XX/XX/year> I received a response from XXXX : They have sent an Affidavit to me via mail allowing me to verify my identity. I filled in the notarized XXXX then sent it to XXXX via XXXX. I have proof from XXXX that stated that my affidavit was received at the XXXX office on XX/XX/year>. 

After sending my Affidavit, I called XXXX customer support XXXX times on XX/XX/year>. The first call was at XXXXXXXX XXXX XXXX time. I was patched to the security team via the customer support agent. I asked if I can receive confirmation whether my affidavit was received or not by the XXXX team, which according to the security team member said they can not disclose whether or not they received it for security reasons. This creates a situation where they can indefinitely keep me on hold by not disclosing whether or not they have received my Affidavit, which was shown to be received by XXXX. 

Furthermore, this security team member said it would take up to 10 days to process an affidavit. I then asked for proof on XXXX official policy on the 10 days, where the security team member kept saying he can not disclose where he cited the 10 days in which he stated he can not for security reasons. As a reminder, XXXX XXXX access to my account to verify my identity, however, the security team member explicitly told me a timeframe of 10 days, which he shared explicitly, while not being able to cite the specific XXXX policy or even source on the website. I checked resources on XXXX website and it is NOT MENTIONED AT ALL that there is a 10 day verification period for an Affidavit. The call with this representative ended after 26 minutes.

To confirm about the 10-day period I called a second time at XXXX XXXX time. The call lasted 50 minutes and involved an initial customer service agent which patched me to a security team member who also mentioned the 10-day period. The new security team member also mentioned 10-days and was also UNABLE TO CITE where the 10-day period is from. The security member then patched me to their supervisor, which confirmed with me that the 10-DAY PERIOD IS NOT PART OF THEIR POLICY. The supervisor proceeded to tell me they will fix the problem as soon as possible, not giving concrete numbers of days or time on when the problem will be fixed. The talk with the supervisor has proven two things : 1 ) there is NO concrete timeline in terms of processing, and verifying Affidavits, and 2 ) there is NO indication whether or not our Affidavit is received, leaving room for XXXX to never disclose and may potentially allow them to never process my Affidavit.

Finally, this leaves me in a position where I can never get true confirmation on the processing of my Affidavit, and can create a situation where my Affidavit can be ignored and most importantly, NOT RECEIVING ACCESS TO MY ACCOUNT BACK, will be an indefinite cycle of ignoring my requests despite my savings being in that account.

Company response to consumer: Closed with explanation