Consumer complaint received 2024-08-22 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: NY

Complaint narrative:
On XX/XX/XXXX, I submitted Complaint ID XXXX to obtain help from the Consumer Financial Protection Bureau in dealing with Marcus at Goldman Sachs where I have a savings account with $ XXXX ( + ). Marcus at Goldman for unknown reasons to myself has continued to deny me access to my own funds. After filing the complaint with the CFPB, Marcus requested that I complete a notarized affidavit and provide them with a copy of my driver 's license, which I did. Marcus then reported to the CFPB that they resolved the issue with me. This is not true and a false statement by this company. 

On XX/XX/XXXX, at XXXX XXXX  I initiated a withdrawal from my account Online Savings XXXX in the amount of {$50000.00} to be transferred to XXXX XXXX XXXX XXXX, which is my checking account. This account has been connected and verified with Marcus since XX/XX/XXXX. I have attached a copy of the transfer request. 
At XXXX on Wed, XX/XX/XXXX, I received a email from Marcus by Goldman Sachs with the following message : " Hi XXXX XXXX Please give us a call about your account as soon as possible at XXXX. Our team will be available to assist you on this matter between XXXX XXXX  and XXXX XXXX  XXXX, seven days a week. '' I immediately called the above number at XXXX as instructed. The first customer service representative verified my account information and then transferred me to the security department. A representative by the name of Montana proceeded to ask me my identifying information regarding my account on a recorded phone call, of which I answered all questions correctly. She then told me that she needed to send me a text message to my cell phone number connected with the account. She told me to hold on and shortly informed me that she was unable to send the text message because the " system '' would not allow it. She then told me that she would use my driver 's license instead. She shortly thereafter told me that " New York State would not permit driver 's licenses to be used as verification ''. She then informed me that since she is unable to verify me as XXXX XXXX, the owner of the account, she will not discuss any details with me, and that my account was locked and under review. 
This is the same issue that I presented in the XXXX XXXX, XXXX complaint with the XXXX. I am XXXX XXXX who opened the account with Marcus by Goldman Sachs on Fri, XX/XX/XXXX, XXXX with an initial transfer from XXXX XXXX  of {$50000.00}. During the proceeding 9+ months Marcus by Goldman Sachs has refused me access to my funds. The reasons given were security purposes, but I have complied with all requests from their company to resolve the issues. Marcus by Goldman Sachs immediately accepted my {$50000.00} transfer from XXXX without needing any extra security request from me, but as I have tried to transfer my funds from this company, I have been met with all manner of denials of service. 
At this point, I would like to complete the transfer of my funds that was initiated on XX/XX/XXXXXXXX XXXX XXXX, and to close out the Marcus by Goldman Sachs account. 
I need the help of the CFPB in order to accomplish this goal. Marcus by Goldman Sachs will not give me any information or speak to me regarding my account under the guise of " not being able to verify that they are speaking with XXXX XXXX ''. Under this premise, Marcus by Goldman Sachs, has put a Security Lock on my account and provided no additional information to me as to HOW or WHAT next steps I must take to access MY FUNDS.

I am pleading with the Consumer Finance Protection Bureau to help me with this matter. Since Marcus by Goldman Sachs only deals with me as a customer through the internet or phone, unlike my other banks which allow me to go into a physical branch and speak with a manager to resolve an issue, I feel lost, alone, and scammed out of my hard-earned funds.

I want to close this account with Marcus by Goldman Sachs and end the banking relationship once and for all. Please help me accomplish this goal. I have attached copies of any documentation that I may have in my possession regarding this statement.

Company response to consumer: Closed with explanation