Consumer complaint received 2024-09-24 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: DE

Complaint narrative:
XXXX. XXXX opened CD and savings accounts on XXXX. ( completed online application ) XXXX. Connected XXXX and XXXX banks on XXXX to fund account. 

XXXX. Transfer of {$56000.00} on XXXX from XXXX ( part of XXXX XXXX Bank ) XXXX. Transfer of {$50000.00} on XXXX from XXXX XXXX. At this point {$100000.00} is in XXXX Marcus CD account. 

XXXX. Around XXXX, the Marcus mobile app and website started to show a message saying her online access to both the XXXX and XXXX accounts was temporarily locked and login wasnt possible. 

XXXX. XXXX called XXXX on XXXX to ask how to unlock and get access to the CD and savings accounts just to hear that the account was being closed. 
They said we will hear back within XXXX business days ( latest on XXXX ) via mail about how the money is being transferred back to us. 
The lady put a note in to wire it back to XXXX XXXX. XXXX called XXXX on XXXX to ask for a status update, but now the bank says they cant verify my identity and refuses to share any information about my account. Told that a verification team would be calling me to check my identity. [ They never did call back ] XXXX. XXXX called XXXX on XXXX Verified identity after answering a few multiple choice questions. 
Specialist on the line said they have no concerns, but whoever dealt with me prior is being ridiculous. Said that the reason funds have not been sent is because theres a lock on the profile for no discernable reason. 
After additional review, he says that there was a typo in the application process for the XXXX. ( XXXX digit off in the mailing address ) [ First and only time a reason was given for the force closure ] He apologizes on behalf of everybody at Marcus. He said that usually during application if there is a little mismatch they tell us to call in and more info is needed. And an agent should always go over the application and spell out every single thing. Then cross reference it. Then they manually approve the application. [ IMPORTANT : ACKNOWLEDGEMENT OF MARCUS ERROR CAUSING THIS SITUATION ] He says he will make sure we avoid early withdrawal fees from the CD. 
Can only send funds by check. XXXX asked if they can send to a California address instead of a Delaware address ( XXXX Moms house, since XXXX is living in XXXX for at least the next 6 months ). Specialist confirmed the check would be sent to the requested California address. 
XXXX submit the case to actually get the process rolling. He said he cleared all concerns on the account. 
XXXX promised he will put in extensive notes so anyone who reviews will not be able to miss it. 

XXXX. XXXX called XXXX on XXXX First person said : Check was stopped. Hold is placed on the account. Need to remove the hold before the account can be closed and a check can be sent. 
Then transferred to a specialist : Verified identity after answering a few multiple choice questions. She said the check was initiated, but may take up to 10 business days. Today would be the XXXX day. So call tomorrow ( XX/XX/year> ) if not arrived on XXXX. 

XXXX. XXXX called XXXX on XXXX First person said : The XXXX  account is actually still open today. Sees that a check was supposed to be sent out on the XXXX. And says that a check has been sent out. 
But, Both accounts ( savings and CD ) are still open right now. 
Check should arrive today ( will be the XXXX day ) Says if we do close our CD account, the bank would charge me an early withdrawal penalty. [ This is directly contradictory to what the person on XXXX said ] Also said that we cant add an additional address for sending the check. [ This is directly contradictory to what the person on XXXX said ] After reviewing more, she said that the check being mailed is from the savings account which was actually at a XXXX balance. Check should be {$0.00}. 
Also said that from what she sees now the XXXX account is not being closed. [ This is directly contradictory to what every other person said. ] Then got transferred to the security department. 
Security specialist said : They cant send a passcode to verify with my phone number ( mine is blocked ). 
Verified through husbands phone number. 
She said our XXXX Account is being closed out. [ This is directly contradictory to the previous person on the same call. ] She cant look into account to get it unlocked. The review team now needs to review it before it can be closed. She cant give me any more information, other than to say that she doesnt know why it hasnt been closed after over a month of discussion. 
She refuses to share more, saying Only the review team can fix this. She said they have reviewed it before but doesnt know the status or any reasons behind the threatened forced closure. 
She said the review team will contact me via voice call or email once they finish their review, but she has no idea when this will happen. 

XXXX. XXXX called XXXX on XXXX Asked to speak with a supervisor. She said that my funds are waiting for delivery. 
She said that when the account is closed, they will return my money either by a reverse transfer to the external bank. Or will be sent in the mail as a check. Will not share any other piece of information with me. She says, When an account is forced closed, we dont share information. 
Promises funds are within Marcus. But refuses to give any information about reason for closure, status of accounts, timing of money distribution, or even whether she can review XXXX prior conversation history with all past customer service representatives. 
Ultimately, says Im protecting myself at this point reason for not giving me any more information. 

XXXX. As of XXXX, over a month after discovering an account temporarily locked message on the Marcus app, XXXXXXXX has still not received any checks in the mail or wire transfers back to originating banks; is still locked from accessing either account ; has no information about account status or timeline for action by Marcus ; and can not access the {$100000.00} that she deposited.

Company response to consumer: Closed with explanation