Consumer complaint received 2025-07-16 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:
This is an issue involving misinformation that was given about Wire transfers from Marcus by Goldman Sachs I'm am scheduled to close on a home XX/XX/XXXX. In preparation for my closing I contacted Marcus.com via phone on Thursday XX/XX/XXXX @ XXXX to find out what they require for a wire transfer from my savings account to my title company because I would be closing on XX/XX/XXXX. The rep that I spoke with told me that all I needed to do was give them a call back when I received the wire transfer information from the title company before XXXX on the day that I needed the transfer done and a supervisor would be able to do the wire transfer. I confirmed what he had said, as simple as calling back with the wire transfer info and as long as I did it before XXXX that day, the money would be received by the title company the same day. 

I received the wire instructions from the title company on the evening of XX/XX/XXXX. On XX/XX/XXXX at XXXX I contacted Marcus.com  to have the funds wired. I was told that they do not wire to XXXX parties. The rep that I spoke with on XX/XX/XXXX did not tell me that. I asked to speak with a supervisor and spoke with XXXX. After not getting anywhere with her and asking to speak with a manager or director, she refused to get one. I hung up and called back and requested a manager or director again and was given a supervisor XXXX. He said that I could wire the money to another bank account ( XXXX XXXX ) and then XXXX XXXX could wire it to the Title company. He said that because Marcus.com is not set up as a bank they arent allowed to wire to 3rd parties. Never was this said when I called on XX/XX/XXXX. XXXX escalated my case and said that the wire would go thru in a couple of hours and be in my XXXX XXXX account ( its now approximately XXXX ). He said I should have plenty of time to get the wire orchestrated from XXXX XXXX to the XXXX company. I called XXXX XXXX to confirm their wire transfer policies and was told that they can wire to title companies and it will be same day as long as its done before XXXX that day. I called Marcus.com back to confirm that my wire was being processed and would be in my XXXX account today, spoke with rep XXXX in the Wire/Fraud dept. No answers from her other than it takes 20-48 hours to process even if expedited. Not acceptable so I spoke XXXX the XXXX supervisor ( I wanted a XXXX but was denied ). XXXX reiterated that the wire transfer would take XXXX business days. In the meantime, I received a call from XXXX at Marcus.com while talking to XXXX. XXXX left a voicemail that she needed to verify my account. I called back and spoke with XXXX, an escalation rep who I asked to speak with a XXXX or XXXX instead due to the urgency and the nature of the issue. I then spoke with XXXX in the XXXX XXXX. She said my account at XXXX XXXX ( which Ive had for XXXX years ) needed to be verified so she did a XXXX way call with XXXX XXXX. I got verified, yet she still told me that it could take XXXX business days. The transaction was being processed. I said this was not acceptable and then spoke to another supervisor that told me the same thing XXXX business days for expediting and that if the process was interrupted to try to restart processing it would only delay the wire transfer. I then called Goldman Sachs corporate offices and spoke with XXXX # XXXX. He logged my complaint and said it would be passed on to the Marcus.com division. I asked for an email address to document the complaint and send and wasnt given XXXX. The XXXX operator told me that someone would get back to me in a few days. 

My closing is Friday XX/XX/XXXX at XXXX. I do not have XXXX business days to wait for a wire transfer. It is now XXXX and the transfer has not been completed. Remember.I have to have the wire transfer take place from Marcus.com to XXXX XXXX, and then send it from XXXX XXXX to my title company. This was explained more than XXXX times today. There has been no urgency with Marcus.com. Their reps and supervisors misinform customers. I have over $ 200k that Im asking to be wired and its not being done. Im at risk of losing the home that Im trying to close on. I had to take off work today because I was trying to handle this. I was on the phone with Marcus.com from XXXX to XXXX. This is unacceptable. I am stressed out and horrified at how the Marcus.com reps have given me wrong information. In the processes of all of this, Ive asked for my savings account to be closed because this has been a nightmare experience. The reps at Marcus.com are incompetent and the inability to escalate an issue beyond a supervisor is not acceptable when this institution is holding over $ XXXX of my money.

Company response to consumer: Closed with explanation