Consumer complaint received 2024-08-19 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: NC

Complaint narrative:
XXXX : Marcus by Goldman Sachs refuses to verify my identity and is holding funds Bank Information : Marcus by Goldman Sachs XXXX XXXX  XXXX XXXX, XXXX, UT XXXX My Information : Timeline : XXXX - Account created on Marcus by Goldman Sachs using the above contact information ; Referred by Fiance, XXXX XXXX for account promotional offer. XXXX Account added : XXXX XXXX XXXX Bank, Acct. XXXX ; {$5000.00} deposited to XXXX XXXX, XXXX. 
XXXX - {$15000.00} deposited from XXXX XXXX to XXXX XXXX XXXX. 
XXXX - XXXX deposits from XXXX XXXX to XXXX XXXX XXXX  account ( {$500.00}, {$2000.00} ). 

To date, {$22000.00} deposited to Marcus by Goldman Sachs XXXX - Attempted login denied due to Temporarily locked account. First Phone attempt : On XXXX XXXX XXXX, I reached out to Goldman Sachs via the XXXX contact number provided upon account lockout. I spoke to a representative and was transferred to their security department. I was notified that Marcus needed to verify my identity via my phone number. I provided the number that I was calling from, that was also used to create the account. I was told that The number provided does not meet our criteria to verify your account. The representative told me that I needed to wait XXXX business days for a representative to reach out regarding the status of my claim. Case Number : XXXX. My first reaction was that it was standard practice, until a quick XXXX search revealed this happens to many people, and money is held for months at a time. 

XXXX XXXXXXXX XXXX- No representative has reached out since the original call was made. Additional attempts to access the account were unsuccessful. I made an additional phone call via the same contact information provided by Marcus by Goldman Sachs. After being passed from the original operator to the appropriate department, I explained the scenario above to the representative from the security department. She asked me a series of questions to verify the information on the account, including my full name, date of birth, and last four of SSN. I provided all of the information. I also provided the last four of the case number. Again, I was told that my phone number did not meet the criteria to verify identity. The operator, XXXX, stated that there was another verification method via my Drivers License. XXXX asked me what state the Drivers License was from. I replied, North Carolina. She stated that North Carolina does not meet the criteria to verify my identity via Drivers License. Additionally, she stated that on my first phone call, I was misinformed by a representative, and needed to wait an additional XXXX business days for a reviewer to verify my identity. I asked for copies of the recorded conversation that we had, and she said that it was not an available option. The conversation ended. 

XXXX XXXXXXXX XXXX- I called back one additional time to attempt to verify my identity via an alternate phone number. After reconnecting to the security department. I let the representative know that I could verify my identity via an alternate phone number. The representative let me know that there were XXXX other phone numbers listed, and asked if I had access to either one. I had never provided either numbers to XXXX by Goldman Sachs, and am unsure where they gathered that information. They provided the last XXXX digits only for XXXX separate numbers : XXXX, and XXXX. I responded that I still had access to XXXX of the numbers ( XXXX ) that belonged to a family member. I read off both numbers in their entirety as XXXX, and XXXX. Both numbers were offered as possible verification numbers. Not until after I read off the number, did the representative state that all of a sudden those number no longer met the criteria to verify your identity. The representative transferred me to a supervisor ( XXXX? Pronounced key ). This supervisor also notified me that the number was ineligible for identity. I proceeded to inform her that I was prepared to provide SSN, XXXX, Department of Defense ID Number, Tourist Passport Number, Official Passport Number, and NC XXXX XXXX XXXX. XXXX responded that the only method to verify my identity was via phone number. I asked that if none of the phone numbers I could access were eligible for identity verification, how would Marcus confirm my identity. She stated that a reviewer would reach out and ask questions that only I would know. Im not sure what that means considering I have all of my legal documentation and forms of identification in front of me. I asked the supervisor if all of the funds could be transferred back to the same account they were deposited from. She said that was only possible once my identity was verified. I proceeded to ask to speak to her supervisor. She responded that she did not have a supervisor, rather that she was the supervisor. Upon pressing further she said that her supervisor was Marcus by Goldman Sachs and that they were unavailable. She stated that the back office was to review my case and that there was nothing she could do. I asked to speak to a supervisor from the back office and she said that there was no such supervisor. I finally asked for a guarantee that my account would be reviewed within the next XXXX business days and she responded in the affirmative. I am not confident, as I have already been told this before, so I am filing this complaint. 

I am requesting an investigation via this claim to have my account unlocked. Additionally, I am requesting that funds deposited to the CD are released without penalty for withdrawal from Marcus by Goldman Sachs.

Company response to consumer: Closed with explanation