Consumer complaint received 2024-05-11 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: GOLDMAN SACHS BANK USA
State: MA

Complaint narrative:
XXXX Goldman Sachs savings account, I opened this account XX/XX/XXXX. I updated my phone number on the account in XX/XX/XXXX. I no longer have access to that phone number and changed it in the app. It was confirmed the same day of the change in XXXX when I received a email stating said confirmation. In XX/XX/XXXX I updated my bank account information as well. From XXXX XXXX XXXX I was still actively making deposits/withdrawals. Around XX/XX/XXXX I realized I wasnt able to make anymore deposits and it kept showing a processing error. I just figured that the service in my area was bad so any time I tried and it didnt process I just didnt pay it any mind. The last activity I had was a withdrawal from my savings into my new bank account which was deposited on XX/XX/XXXX. I had tried multiple times to deposit money into my account but still wasnt able to get any transactions processed. On XX/XX/XXXX I tried again to make a deposit and at this time I had tried multiple times and even on different days/ occasions but still wasnt able to. So I called the customer service line on this day and was transferred to a specialist. When I first called they ask the same four questions. First the name, the customers DOB, the special secret word, as well as the last 4 of the SSN. Ive memorized the questions as Ive called and answered them a bunch of times. The specialist was a fraud specialist but of course they dont advise you of that. I didnt receive any notification that my account was being looked into or that there were any flags. I updated my contact information like said months ago and nothing was being followed up then and I never had to reach out to their customer service line until now. On XXXX I was able to log into my account and see that everything was at it should had been. After I called and spoke with a specialist around XXXX XXXX XXXX that day they locked me out of my account not too long after speaking with them. They couldnt advise me of anything because they wanted me to verify a code on a phone number that I repeatedly said I didnt have access to because my number changed. They did advise me that they could verify my identity by my liscense but of course my state isnt one that they allow for that kind of verification. I spoke to 5 different people on XXXX and XXXX representatives spoke about sending in an affidavit. One said they do need one and the other said that the process takes too long and that they dont do that anymore. Overall every time I call they say the same thing that they cant give me any information and when the investigation is done theyll follow up with me. I asked what number they would call to follow up and they kept saying the one in their database. The one in their database is the one I dont have access to and I believe its reckless to only have one unreliable form of identification when there are many ways to verify a persons identity IE the last 4 of the SSN thats asked for by a regular customer service specialist. The secret word that they make you create when you make account should also be taken into high regard. The fact that the SSN holds no weight is concerning to me. I verified not only the number on my account but the number I updated my account with didnt help which is confusing and concerning. I just wanted to make deposits and frankly no one really wanted to help. I think the investigation shouldve taken place months ago I think to wait 9 months to start looking into the account is sketchy. I understand the verification of my bank account but that was confirmed and verified prior to the deposit from my savings into my bank account on XX/XX/XXXX. I have email screenshots stating the information that I change in the account has been confirmed so to be locked out of my account without any notification seems odd. Please be weary of updating your information on this app, its just best to probably call and speak with a live person so they can update their database. I just think its unprofessional for their database to not be up to date for an electronic HYSA. If the app isnt reliable in regards to updating the account then that needs to be made known to the customers. If I update the app and it doesnt update their database that shouldnt be my issue and I shouldnt need an affidavit because they didnt do their job. The emails I received let me know that I did what I needed to for my account. This is sad and other people need to be aware that a companys downfall or mess up shouldnt be a customers responsibility. Someone didnt their job and now I need to call them everyday? No.

Company response to consumer: Closed with explanation