Consumer complaint received 2024-07-21 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: NJ

Complaint narrative:
In XX/XX/2023, I accidentally forced closed my CD account with Marcus Bank which held {$40000.00}.

After recognizing my mistake, I immediately opened up another CD account, herein after referred to as ( " account '' ) with Marcus Bank in order for the funds to be moved into same. 

Unfortunately, that was prohibited and I was advised that my funds were moved to Unclaimed Funds and I would be able to retrieve the money at a later date. I did close the unfunded account referenced above. 

Between XXXX and XXXX of 2023, I periodically checked the New Jersey Unclaimed Funds website anticipating the money to appear as a claim. The money never appeared on the website so I inquired with Marcus Bank to figure out where my monies were. 

On XX/XX/XXXX, I spoke to a lower representative in the fraud department who advised me to call my bank from where the wire transfer initiated and report the wire transfer as fraud. As this was an incorrect advisement, I asked to be transferred to a supervisor. XXXX, a supervisor in the Fraud Department, advised that the account was closed and that she would initiate the account to be opened. At this point, no one would tell me where my monies were. 

On XX/XX/XXXX, I spoke to XXXX, a supervisor in the Fraud Department who advised me that the money was being held in Marcus ' Unclaimed Funds Account and she would initiate the my CD account to be opened. Upon request, I was provided with a case number. It appears XXXX failed to complete her task. 

Please note between XXXX and XXXX, I kept checking online and my account remained frozen, unable to even access my profile. 

On XX/XX/XXXX, I spoke to XXXX, a supervisor in the Fraud Department who advised that the prior representative ( XXXX XXXX did not do as she instructed and thus, he would initiate the reopening of the account in order for the funds to be transferred. He advised this should be done within a couple of days. 

On XX/XX/XXXX, I spoke to XXXX, a supervisor in the Fraud Department who advised that she would expedite the reopening of the account in order for the funds to be transferred and to call on XX/XX/XXXX because this process usually took between 7-10 days. At this time, I instructed Marcus Bank to provide the funds in a check as the origination account was closed with XXXX XXXX XXXX 

On XX/XX/XXXX, I spoke to XXXX, a representative in the Fraud Department who advised the initiation of the reopening of the account was still in process. I was then transferred to XXXX XXXX same supervisor I spoke to on XX/XX/XXXX ) who said there was nothing to do at this time as the Review Department was still reviewing the alleged expedited request. I asked to be transferred to the Review Department and was advised that was prohibited. I asked to be transferred to someone higher than a supervisor and was told that was prohibited, they can all call you, you can not call them or be transferred. I asked XXXX to leave a note with a higher supervisor in addition with the Review Department to contact me. To date, I did not receive a call from the Review Department. 

On XX/XX/XXXX, I spoke to XXXX who advised that the expedited link was expiring to reopen my account. XXXX provided me with a newer case number upon request as it seems the Supervisors in the Fraud Department tried to reopen the second CD account and not the first which was funded over a year ago. I put in a complaint with Marcus Bank and later that evening I received an email to call Marcus. I was advised the supervisor had left for the day by XXXX 

On XX/XX/XXXX, I spoke to XXXX, an advanced supervisor whose demeanor left much to be desired. She advised that this matter was still being processed and there was nothing for her to do other than to wait and call back. 

After XXXX ( XXXX ) year, XXXX ( XXXX ) calls with various supervisors in the Fraud Department, one ( 1 ) complaint with the company, and two ( 2 ) requests to be contacted by the Review Department, this matter is still pending.

At this juncture, I enacted a Power of Attorney as this matter seems to be cumbersome with XXXX Bank and their determination to keep my monies from me. It appears that Marcus Bank and their Fraud Department provide frivolous comments only to pacify me with empty apologies and statements in which they can not make true on. I am beyond frustrated about this matter. I can not go to a branch due to the lack of one, can not speak to an advanced supervisor, can not be contacted or contact the Review Department and it seems Marcus Bank does not care. It feels as if they are holding my monies intentionally. It bears the question- is their fraudulent activity being conducted within their own Department? How can Marcus Bank, a FDIC branch of Goldman Sacks, not be able to resolve this matter after this many attempts over this period of time? 

I truly hope CFPB can help or I will be forced to speak to someone at a News Outlet in hopes they would be able to get the attention of Marcus Bank. 

Please note the monies were left to me by my late father and it was instructed that the monies to be used for higher education. I XXXX this XXXX and intended to use this money to achieve a XXXX XXXX, the first in my family, and to continue to make my father proud. To say I can not is profoundly sad.

Company response to consumer: Closed with explanation