Consumer complaint received 2024-12-13 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Closing an account — Can't close your account
Company: GOLDMAN SACHS BANK USA
State: TN

Complaint narrative:
My mother had XXXX XXXX 's and XXXX savings account with Marcus by Goldman Sachs. I reached out in XX/XX/year> ( she passed away in XX/XX/year> ) to advise them of her death and to start the process to close out the accounts. 

XX/XX/XXXX, 2024-received correspondence asking for an affidavit of identity, death certificate, form w-9 and Letter of Intent for my mother 's estate. I also received correspondence addressed to my brother, who is deceased. I contacted Marcus by Goldman Sachs and they requested a copy of his death certificate. I provided the death certificate as well as the Report of a United States Citizen who died abroad. 
On XX/XX/year> I returned the requested documents via XXXX XXXX via their pre-paid envelope. 
XX/XX/XXXX, XXXXthey returned the certified copy of my mother 's death certificate XX/XX/XXXX, 2024-they asked for a signed/or dated W-9, the document was signed & dated . I called Marcus, they said the death certificate for my brother must be a certified copy. I explained that they had the certified copy, as the certificate was digitally signed, and it states that the certificate is used in the US as proof of death and can be used to settle estate matters. They did not accept this and insisted that it must be certified. I contacted the XXXX XXXX in XXXX who advised me that the document I had was a certified copy. 

XX/XX/XXXX, XXXXMarcus requested executor documents are missing, executor documents must be original or certified copies. Photocopies not accepted. 
Called Marcus on XXXX inquired about the foreign death certificate. 

XX/XX/XXXX, XXXX I wrote to Marcus and provided a phone number for the XXXX XXXX XXXX located in the XXXX XXXX so they could verify this information, since they did not accept my explanation. They said they wanted a small estate affidavit or a court document for my brother. My brother was never married and had no children, and there was no estate filed. I mailed this letter XX/XX/year> and sent attn : XXXX. 

XX/XX/XXXX, XXXX I wrote to Marcus to follow up on a phone conversation and submitted a copy of an ex-Parte court order that indicated that it was the intention of my mother to include the XXXX accounts she held at Marcus to be part of her trust. I asked to be contacted regarding the need for a certified copy of the order. 

XX/XX/XXXX, XXXX I called Marcus and I asked for an update ( there wasn't XXXX ) and asked for a supervisor to call me. 

XXXX XXXX supervisor called said they would call the consulate and verify the death certificate. 

XX/XX/XXXX, XXXX received a check in the mail for XXXX half of XXXX of the accounts ( I have not cashed this check ). I called them and asked why I had received this money as I had been told they were still reviewing, and they said would be back in touch. I was told that I would be receiving the other half of the money. I received a call shortly thereafter that said I was given erroneous information, and that the money would not be forthcoming as they were still reviewing the case. 

XXXX, XXXX received XXXX statements, no statements for the other XXXX accounts. I called and asked for the other XXXX statements. I was told a case would be open and I should receive them. I have not received the other statements. 

XX/XX/XXXX, XXXX I called the official document review team ( spoke with XXXX ), they were still awaiting confirmation with the consulate. I told them that they informed me on XXXX that they would be contacting the consulate. They advised me they would call me when the checks were ready to be mailed out. 

XX/XX/XXXX, XXXX of-I called asking for an update, they said they are still working on. 

XX/XX/XXXX, XXXX called to speak with the document review team for an update, they said I needed to send a certified copy of the ex-parte order, they advised XXXX days from receipt I should hear something. 

XX/XX/XXXX, XXXX mailed the certified copy via certified mail, return receipt, they signed for it XXXX. 

XX/XX/XXXX, XXXX called Marcus asking the document review team for an update. They are still talking with the review team. I repeated that I had sent in the requested certified copy. Spoke with XXXX she said I should hear something in XXXX business days. 

XX/XX/XXXX, XXXX called and spoke with XXXX at Marcus in the official document review team-he indicated that they were trying to verify if the certified copy of the ex- parte order was legitimate. Marcus called the XXXX XXXX, and they verified that it was in full force and effect and still active. It was with their legal department, and I should hear within XXXX days. 

XX/XX/XXXX, XXXX called and spoke with XXXX in the official document review team. The case is still under review. 

XX/XX/XXXX, XXXX-I called and spoke with XXXX in the official document review team. No update and I asked for a supervisor to call. I was advised that a supervisor would call in XXXX to 2 days. 

XX/XX/XXXX, XXXX called and spoke with XXXX of the official document review team, I said I had asked for a supervisor to call me and never received a call. She looked for a supervisor, no one was there that day. Suggested I call back tomorrow. I asked if there was a supervisor later in the day, she did not know if one would be there. I advised her that I would be filing a formal complaint as this process has been ridiculous. I have done everything that has been asked. 

XX/XX/XXXX, XXXX received a call from the Supervisor, still no update, it is with their legal review team. I indicated that I would be filing a complaint with this organization as well as the Better Business Bureau as they have left me no choice. This has been going on since XX/XX/year>. I expressed that my mother had accounts at XXXX different financial institutions and not one has been like Marcus, and I would not be investing any funds with this organization.

Company response to consumer: Closed with explanation