Consumer complaint received 2024-01-26 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: ID

Complaint narrative:
On or about XXXX I ( the legal account holder ) attempted to transfer {$80000.00} out of one of my 3 savings accounts held at Marcus by Goldman Sachs Bank to another account ( also in my name ) at a XXXX XXXX. This is an activity that I conduct routinely to access funds from savings and typically transfer to the same outside checking account to pay bills. Upon accessing these accounts online, I routinely receive a one-time passcode via text message at the primary phone number on file at Marcus by Goldman Sachs Bank XXXX 

On or about XXXX, I received a phone call from Marcus by Goldman Sachs Bank and spoke to a representative named XXXX. At that time, they informed me that they required some additional information to verify my account in order to initiate the transfer. I responded to the call stating that I would call them back at their published XXXX number immediately. 

On or about XXXX, I called Marcus by Goldman Sachs Bank at their primary contact XXXX  number and was transferred to a banking specialist ( XXXX ) who stated that they needed to verify my account before proceeding with the transfer. At this time, I provided the last 4 digits of my social security number, my full name, my date of birth and a previously set secret word in order to authenticate my account. The representative informed me that they needed to send me a one-time code via SMS/text message at the primary phone number associated with my account and I agreed. This is also the phone number I was calling from. Upon attempting to send the code, the representative informed me that they were unable to validate my account. The reason stated was that the primary phone number on file does not appear to be linked to the name on my account. I provided an alternate phone number and this method was also unsuccessful. At this time, I was told that another representative from Marcus by Goldman Sachs Bank would contact me within 1-3 business days by telephone or email but I never heard back. 

On or about XXXX, I called Marcus by Goldman Sachs Bank and was again transferred to a banking specialist. They asked for the same one-time passcode authentication to process my transfer but were unsuccessful for the same reason as on XXXX  At this point, I asked if there was another method to verify my account to proceed with the transfer. The specialist requested my drivers license number and I provided it to them but they were unable to verify my identity. The reason provided was that not only can they not verify my phone number, they also can not validate Idaho drivers licenses in general. I was informed that they would escalate this matter and that I would hear back from another representative from Marcus by Goldman Sachs Bank within 1-3 business days by telephone or email. They informed me that the case number for this issue was case XXXX XXXXXXXX. I never heard back. 

On or about XX/XX/24, I called Marcus by Goldman Sachs Bank and was transferred to a banking specialist ( XXXX ) and I informed them that I had been waiting over 1 week to regain access to my funds and that I had not been contacted by anyone at Marcus by Goldman Sachs Bank to help validate my account. At this point, I opened a complaint ( XXXX XXXXXXXX ) stating that Marcus by Goldman Sachs Bank was unreasonably denying me access to my funds for an unreasonable amount of time. 

As of XX/XX/24, more than a week and half later I have not heard back from anyone at Marcus by Goldman Sachs Bank and I am unable to transfer funds from an account in my name to another account in my name at a different bank/credit union despite the outside bank being successfully linked to the account and an account routinely used at Marcus by Goldman Sachs Bank XXXX

Company response to consumer: Closed with explanation