Consumer complaint received 2024-09-04 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
After I opened XXXX savings account, I already did many times transferred in and out from XXXX account to my external account ( Bank XXXX XXXX and XXXX XXXX Bank ) by doing verified XXXX small deposits and I thought this should be verified already. 

On XX/XX/XXXX, I generated XXXX outgoing XXXX from XXXX to Bank XXXX XXXX, since online limit for this transaction is $ XXXX, so I did XXXX is $ XXXX the other one is about {$36000.00}. Normally they should be delivered to Bank XXXX XXXX on XX/XX/XXXX. 

On XX/XX/XXXX XXXX PT, I got a missed phone call from XXXX and someone left voice message ASK me to call back. I thought this must be a regular verification phone call because I did XXXX transfer out. 

So on XX/XX/XXXX XXXX PT I called back. XXXX rep asked me my name, XXXX last XXXX digital number, XXXX and secret question. I am sure I answered them correctly because I have a habit write down everything when I open online accounts. Then the rep said can not verify me and will send me a code. I said ok, sent the code to the one in the profile which is the phone I am using talking to you. Then he asked me which state drivers license I have now, I said it is California. Then the rep said since your drivers license is CA, they can not send code. I asked why, then the phone dropped. This phone last XXXX minutes. 

On XX/XX/XXXX XXXX PT I called back again since last phone call was disconnected. There is another rep picked up the phone, did same steps verify, said can not identify me, so transfer me to another department ( I dont know which department ) Then the XXXX rep said I have to wait for a security department call me and I have no way to reach out to that department and also he can not transfer, I have to wait for XXXX days for others call me back. I said you guys left message ask me call back, and I did, but I got no answer, so confused, they hung me up. This phone call last XXXX minutes. 

On XX/XX/XXXX XXXX am PT, I saw XXXX transfer out got returned to XXXX account. at least the money is not missing. I called back to XXXX customer service if I can request do transfer again? Since it is failed when I did it, so I want they can help me do transfer XXXX time because the amount is over limit. I answered all the verification questions, and the rep said they have to send a code to phone number ending XXXX or XXXX I forgot ; I told them I dont have this phone number, are you sure we are talking about the same account, do you need my account number then you can locate me correctly. The rep said no, the account number wont help. I am confused again because I feel like he is not really checking my account. Then I got the same answer, I have to wait for a XXXX call me back. 

On XX/XX/XXXX XXXX PT, I tried to log in account but I found the online access is locked. I just called XXXX hours ago, then I get locked? I was really upset so called them again and I asked to talk to a supervise. After I answered the security word, the rep asked : do you want to change the security question? Now it let me feel this is shady because since you asked my authority to change the security question which means the bank should verified me successfully. I said no, keep the security question. Then I got the same answer from the supervisor I have to wait for someone call me. I told them close this account, send me a cashier check mail to the mailing address on your profile, but they said they can not do this before verify me. this call last XXXX minutes. 

On XXXX XXXX PT, I missed phone call from XXXX and the lady maybe named XXXX XXXX message to me asked me call back. XXXX is holiday, I thought bank is closed, so I didnt pay attention on the incoming phone calls. 

On XXXX XXXX PT, I called back to XXXX XXXX the voice message asked me call back. The rep said he can not verify me, so transfer me to Goldman Sachs Bank XXXX XXXX ) because XXXX is sub bank of XXXX, XXXX have my full information, and give me XXXX phone number as well. Then I talked to XXXX XXXX, verified the exact same questions as name, XXXX, XXXX, security words and XXXX XXXX said all correct and XXXX XXXX said will transfer me back to XXXX and will let them know all information are correct. I feel like they treat me as a soccer ball, kick me back and forth. Now I am on the phone with another XXXX XXXX, I answered all the questions XXXX more time, still can not verify me, I asked talk to supervisor again and then a lady name XXXX on the line talk to me, she said she is the supervisor from XXXX department. I thought this time I finally found the right person. However, she said she will send me a code to phone ending XXXX, but I never have this phone number, that is not mine. The she said she has escalated the case to a REVIEW DEPARTMENT, and there will be a person from XXXX DEPARTMENT call me in XXXX days verify me. I said this is the XXXX time I called, you can see the previous note on my account how frustrating it is. She said no record on previous phone call. I am upset because all my times were wasted and no solution. I said you are the supervisor, definitely you will have a XXXX, I have to take to XXXX, she said no XXXX, the only thing now is I have to wait for XXXX to 7 days the phone call from them. I told here when I did first transfer after opening account, everything has no problem and those external accounts should have been verified, not waiting until now I need the urgent money to buy house. I also filed a complaint with XXXX. This phone call last XXXX minutes.

Company response to consumer: Closed with explanation