Consumer complaint received 2024-09-14 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Problem with fees or penalties
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
I had a CD account that matured on XXXX XXXX XXXX confirmed to be closed and transferred to my Marcus XXXX. I checked my account on XX/XX/scrub>XXXX XXXX XXXX  and my CD was not closed, the money was not transferred, yet it said the maturity date was XX/XX/scrub>XXXX XXXX XXXX 

I immediately called them and turns out that back in XXXX, I had taken out a chunk of money to put into a XXXX  XXXX CD from my XXXX and they had put a hold on my account. I did NOT receive ANY notification or alerts that I had this hold so because I had this hold, they could not close my CD and transfer it to my XXXX. So then after being transferred between 3 different representatives, confirming my identity every single time, then hanging up and waiting for them to call me, only for my phone to block all unknown numbers, me calling them back, and them finally calling me back again, they told me that the hold was cancelled and my CD will be transferred to my XXXX within 1-3 business days! 

This was my first time calling them for support so I tried be patient and wait, but still nothing was updated on my account. I had to wait until after XXXX XXXX to call them again on XX/XX/XXXX in which I had to do the whole process of explaining all over again and they told me the TRANSFER WAS NEVER PROCESSED. This was the first red flag of so many more to come. How can you not finish processing what your customer has requested?! So NOW they tell me that my CD was marked as a new CD account so transferring money out of the CD into my XXXX will result in a withdrawal fee. I was not having it and said that can NOT happen. The representative said, " I'll talk to the agents and SEE what we can do '' I responded, " No, you will not 'see ', you MUST remove the withdrawal fee for something that I did not do! '' They said they will put this into a case to get it approved to remove the withdrawal fee and again, they told me it will take 1-3 business days to transfer and I was getting pretty frustrated, but what can I do except wait? I don't usually get angry or aggressive with these phone calls. I try to be understanding so I said I'll wait. 

Now comes this past week, XXXX XXXX, STILL my CD is just sitting there I can not access my money and nothing has happened. I call them for the THIRD TIME and again, I am told that they never processed the case to get my withdrawal fee waived so the money from the CD can be transferred out. At this point I just lost it and told them this is trash customer service and I deserve a compensation. To her credit, this representative was the most understanding and nicest out of everyone and she put in another case number for me to get the withdrawal fee waived as well as a good will credit of {$25.00} to compensate all the headache and frustrations of this, which is better than nothing, but definitely not worth all the time I had to put into getting this resolved. She also told me that the the money in the CD is still accruing interest even though the account matured already ... we'll see if that's actually the case. So she gives me two case numbers and said it ll take another 1-3 business days. so once again, i'm left to just waiting. 

Today, XX/XX/XXXX, I call again because I can't imagine what the hold up is. This time, as soon as I share all of the past 3 weeks of frustration and lay out exactly what has happened and what has been communicated to me, the representative says, actually there is no timeline and they were never supposed to tell you it will take 1-3 business days. I truly lost it and for the first time demanded to speak to her manager. She transferred me to her supervisor who was very sassy and sarcastic and was not helpful at all. i explained everything and she just kept repeating over and over again that I will get a call when it's resolved, but THERE WAS NO TIMELINE OF WHEN. When I pointed it out to er that this means I am indefinitely waiting to access money that is rightfully mine with no projection of when it would be, all she responded back with was, they will call you when it's approved. I was furious and said this customer service is completely useless and I expect some form of compensation for all of this. She said we can't do that, but can file a complaint for me. I asked her what the complaint will do and all she said was, it will just be on file ... again completely useless to what I'm dealing with now. So I gave her feedback right then and there and said this is completely unacceptable and ridiculous and I will be closing my account as soon as I have access to my money. I asked her for the case number again and she was like, " Oh I didn't think you'll need it b/c you're closing your account '' Uh no, I'm not closing anything until I get this resolved with no penalty fee. And at that point, there was nothing else more I could say to her and I just hung up. But this has been t most frustrating three weeks ever and I am baffled by how terrible of a customer service they have. I'm never going back or recommending this to anyone.

Company response to consumer: Closed with explanation