Consumer complaint received 2024-09-23 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
I previously submitted this complaint " After a failed attempt to transfer {$500.00} from my online savings account with Marcus Goldman Sachs to my personal checking account, I was advised to call their support team. On XX/XX/2024, I contacted Marcus Goldman Sachs and encountered difficulties with account authentication. I answered the XXXX verification question but needed clarification on the XXXX  question, which asked, " What are the names of the tolls near your home? '' Since the tolls near my residence do not have names, I was unable to understand the question. The operator was unable to provide clarification and instructed me not to guess. As I was at work, I requested to call back later. Upon my return call, I discovered that my account had been placed on hold. I was informed that I would need to receive a verification form by mail, which would take XXXX business days. I expressed my concern about the length of this process given the misunderstanding regarding the verification question. The operator assured me that a XXXX would follow up with me, but I never received a call. As of XX/XX/2024, after speaking with XXXX operators and XXXX supervisors, I was told that my account could not be verified with the phone number or drivers license I have on file because I am currently in Florida. With over {$6000.00} in my Marcus Goldman Sachs account, I am facing a significant financial crisis due to this issue. '' As a result, the company responded with : " Marcus by Goldman Sachs, a brand of Goldman Sachs Bank USA ( the Bank ), received the above-referenced complaint via the Consumer Financial Protection Bureau Complaint Portal on XX/XX/2024. The Bank appreciates the opportunity to address the concerns raised by XXXX XXXX XXXX the " Customer ) related to accessing funds in their XXXX XXXX XXXX XXXX XXXX XXXX. On XX/XX/2024, the Customer contacted the Bank requesting to initiate an outgoing wire transfer from their XXXX  to an external account. During the transfer processing review, the Bank identified security concerns regarding the transfer and attempted unsuccessfully to contact the Customer. Consequently, the Bank declined the transfer and restricted the Customers XXXX  until the security concerns could be resolved. According to Bank records from XX/XX/2024, to XX/XX/2024, the Customer contacted the Bank regarding their account access, but the security concerns remained. As an alternative verification method, the Bank mailed an Affidavit of Identity ( AOI ) to the Customer. After further review of the Customers profile, the Bank made an exception for the Customer to transfer all funds to a linked account without requiring a completed AOI. On XX/XX/2024, the Bank attempted unsuccessfully to contact the Customer to assist in closing their account. The Bank requests the Customer contact the Bank toll-free at XXXX ( XXXX XXXX ), Monday to Friday, XXXX XXXX XXXX XXXX or Saturday to Sunday, XXXX XXXX XXXX XXXX XXXX for further assistance. Based on the above details, the Bank kindly requests this complaint to be closed. '' This response was indeed false. When I called on Friday, XX/XX/2024, to have the account closed and funds transferred to my external checking account, they stated that everything was complete and that I should receive the funds within XXXX business days. About XXXX minutes later, I received an email stating that I needed to contact Marcus by Goldman Sachs again for more information. 

When I called the company, they are still stating that I must complete the AOI. When I call the company again, they are stating thy can not verify my phone number when the phone number that I provided them with is the phone number they have verified me with in the past. I am facing a major financial crisis and emotional distress because of this situation. I have done everything on my behalf and I am still not getting any resolve.

Company response to consumer: Closed with explanation