Consumer complaint received 2025-03-25 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Deposits or withdrawals
Company: GOLDMAN SACHS BANK USA
State: PA

Complaint narrative:
GOLDMAN : Marcus by Goldman Sachs Accounts : CD1, Savings account, CD2 Sequence of Events XXXX -- We were subject to identify theft and IMMEDIATELY took ALL actions to secure our accounts at all institutions. 
-- Received multiple unauthorized account changes to Goldman accounts ( email address, etc. ); reported each one to Goldman. Some of those attempts were via email. 
-- Multiple attempts to connect Goldman Sachs accounts to XXXX ; wife was able to deny each request received via email.

-- Hacker successfully withdrew {$1100.00} from Goldman savings acct. That is under dispute. Goldman reports that the investigation can take 10 days and maybe more. We have received no resolution ( as of XX/XX/XXXX ) XXXX -- Repeated calls to Goldman as husband continued to receive account login attempts via XXXX code on his phone.

-- Goldman repeatedly assured us that accounts secure ; every agent said they didnt know why it was not secured from previous agent, happened over and over again.

-- Hours on phone, explaining situation over and over, no resolution. 

XX/XX/XXXX -- Hacker successfully changed wifes email in Goldman system despite assurances accounts secure.

-- When called, learned that the hacker had successfully taken {$16000.00} from CD2 THAT DAY, despite repeated assurances account secure. We have yet to receive the form to begin the dispute process. 
-- During that call, wife learned that hacker tried of additional attempts, that we received no alert of : XX/XX/XXXX : $ XXXX taken, and reversed XX/XX/XXXX : $ XXXX taken, and reversed XX/XX/XXXX : $ XXXX taken, and reversed -- Goldman reported that they have recordings of the calls that authorized this but can only be recovered via subpoena. 
-- We worked to CLOSE our 3 Goldman accounts without penalty ( since CD, normally a penalty ). Multiple agents confirmed the closures are in process. 

XX/XX/XXXX -- We got confirmation of one of the three closures. Wife called to make sure everything still in order. 
-- Husband received an email noting that hed updated his statement receipt preferences ( ie by mail v online ), but he had not made that request. 
-- During their attempts to verify husband, we learned that the hacker had changed our security question. 
-- Additionally learned that Goldman at some point left our account UNBLOCKED after theyd lifted a block on one of our calls to deal with this. 
-- We estimate that they have breached our Goldman account XXXX or more times. 

XX/XX/XXXX -- Current understanding that account closures are underway, but monies we receive will not include the {$1100.00} or the {$16000.00}. Dispute is underway for {$1100.00}, not yet for $ XXXX. 
-- We have now ( as of XX/XX/XXXX ) received confirmation of all XXXX account closures, yet XXXX funds. Further, we have NO communication about the {$16000.00} dispute, or any explanation for their lax security that has jeopardized an enormous sum of money repeatedly. 

***All told, we are owed roughly {$40000.00} from Goldman XXXX *** XX/XX/XXXX -- Husband received a letter that his Goldman credit card was denied for a rate increase. He did NOT apply for a rate increase. 

XX/XX/XXXX The service we have received at XXXX is abysmal. It is impossible to make any headway on any of the calls, and she sheer disregard they have shown for our funds is astonishing. We await $ XXXX in funds, and have yet to receive any communication around the $ XXXX " dispute '' ( that they allowed to happen ) or any resolution on the {$1100.00} either.

Company response to consumer: Closed with explanation