Consumer complaint received 2023-09-07 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: GOLDMAN SACHS BANK USA
State: NJ

Complaint narrative:
I have opened a Marcus Savings Account ( XXXX ) from Goldman Sachs for saving money for a family emergency. I still have {$150000.00} locked in their account and they are refusing let let me withdraw my own money. 

They have consistently lied to me. One of their frontline teams would take my request to transfer my money out. Their security/fraud team would later cancel the transaction and lock my account consistently. 

They kept giving me misleading reasons for locking my account contradicting what their previous agents say. They re-used the same transactions that they referred to for locking my account to lock my account again a few days later. 

I told them repeatedly that I can't move my money back to the original accounts as they don't exist. They refuse to let me withdraw my money and they refused to close my account. 

They have caused me severe emotional and mental distress by continuing to lock my account and forcing me to call them several times a day and keep verifying my information again and again. 

My account was locked over 5 times in 2 weeks. My transfer requests were denied more 6 times. 

Here 's another example of their blatant lies. I made a request to close my account after I couldn't take their harassment anymore ( request # XXXX XXXX ). They promised to close my account and said that they checked with their fraud team that my account would be closed for sure. Few days later, they cancel my request claiming that money has to the original account. As stated earlier, I already cleared with their fraud/security team that I don't have the original accounts opened for the money to go to. 

After hours of phone calls, transfers, talking to their supervisors, I requested them to close my account and send my money asap ( request # XXXX XXXX ). They again checked with their fraud team, let me know that everything is good, made me wait for a few more days and canceled my request again and locked my account again. They lied again Their harassment and targeting of me continued. I again made a closure request, begged and cried over the phone to help me access my funds ( request # XXXX XXXX ). They again canceled my request sneakily and locked my account again. 

At this time, I have taken severe financial losses and tremendous emotional and psychological pain because of the way some of their agents lied to me, disrespected and continued to contradict each other. I had to call them over 12 times today. I had to verify myself over 15 times just today. I had to get my account unlocked again and again. They would promise to call me to complete the verification but not call me back every time they were supposed to. I made another attempt to close my account ( request # XXXX XXXX ). They again promised to send me my money to my home expeditiously and after being lied to and played by their support team members. They continue to lie to me and continue to target me for some reason. 

I do not understand why they are being so cruel, disrespectfully and not close my account and continue to torture me. I cried over the phone with their agents. I begged them over the phone. I expressed my pain and suffering pretty much every day over the last few weeks. They are relentlessly working hard to destroy me.

Company response to consumer: Closed with explanation