Consumer complaint received 2025-12-15 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: DC

Complaint narrative:
Consumer Complaint Regarding Suspicious Banking Practices and Irregular Verification Procedures Institution : Goldman Sachs Bank USA XXXX Marcus by Goldman Sachs ) Product Type : Deposit Account / External Account Transfers Summary of Complaint I am filing this complaint to report suspicious and irregular banking practices by Goldman Sachs Bank USA related to external account verification and funds transfers. The bank implemented an unusual and unexplained post-transaction verification process that materially deviates from standard banking practices, contradicts prior confirmations, and created confusion and concern regarding the legitimacy and security of my transaction. 

Detailed Description of the Issue I maintain a Marcus by Goldman Sachs deposit account and have had multiple external bank accounts linked to this account over time. Historically : External accounts were linked through standard online verification procedures. 
Transfers were completed after electronic confirmation. 

At no point was a third, post-transaction telephone verification required to complete or validate transfers. 
This process was consistent with my experience at other financial institutions, liked to my Marcus accounts, including XXXX XXXX, which I recently closed and which never required such verification at Goldman Sachs.

Recently, I added a new external bank account to my Marcus account. The process unfolded as follows : I completed the external account linking and verification process through Goldman Sachs online system.

I received electronic confirmation that the external account was successfully linked.

I initiated a transfer from the newly linked external account. 

I received confirmationboth online and via emailthat the transfer was successfully processed. 
Despite these confirmations, three days later, Goldman Sachs Bank USA contacted me after normal business hours ( approximately XXXX XXXX. ), stating that they needed to complete an additional verification by phone with the external bank in order to finalize the transfer. 

This request by phone was highly irregular for the following reasons : The account had already been verified and linked. 
The transfer had already been confirmed as completed. 
No prior disclosure indicated that a secondary, post-confirmation phone verification would be required. 

This verification requirement was inconsistent with industry norms and my prior banking experience. 
The timing and nature of the call raised concerns about the legitimacy of the request and whether the transaction was being improperly delayed or interfered with. 
Consumer Concerns Goldman Sachs Bank USAs actions raise several serious concerns, including : Lack of transparency regarding verification requirements, Potential unfair or deceptive practices by confirming transactions and later imposing undisclosed conditions Inconsistent application of security procedures, Risk of consumer confusion and exposure to fraud, as the call resembled tactics commonly associated with financial scams, and Unwarranted delays or interference with lawful access to funds. 

At no point prior to or during the transaction was I informed that a post-confirmation telephone verification would be required. Had I received such a call from any other source, it would reasonably be interpreted as fraudulent.

Harm and Impact : As a result of Goldman Sachs Bank USAs actions : I experienced confusion and concern regarding the security of my account. 
I was placed in a position where complying with the request could expose me to fraud. 
My confidence in the institutions internal controls and consumer safeguards has been undermined.

My access to funds was placed at risk after confirmation had already been provided.

Requested Resolution : I respectfully request that the CFPB and FDIC : Review Goldman Sachs Bank USAs external account verification and transfer practices. 
Determine whether post-confirmation verification requirements were properly disclosed and compliant with applicable consumer protection laws. 
Require Goldman Sachs Bank USA to provide a written explanation of : Why the transfer was confirmed and later subjected to additional verification Why the verification occurred days later and after business hours Whether this practice is applied uniformly to all consumers Ensure that Goldman Sachs Bank USA implements clear, consistent, and transparent procedures that do not expose consumers to fraud risk or unfair delays. 
I am submitting this complaint in good faith to protect my financial interests and to prevent similar issues from affecting other consumers.

Company response to consumer: Closed with explanation