Consumer complaint received 2023-03-03 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: GOLDMAN SACHS BANK USA
State: WA

Complaint narrative:
On XXXX XXXX, 2023 I contacted Goldman Sachs to initiate a wire transfer for the purchase of my new home. I spoke with XXXX and provided wire instructions for funds in the amount of {$170000.00}. I was told by XXXX the wire would be received by the recipient same day. 
On XX/XX/XXXX I contacted Goldman Sachs to request a trace of the wire as it had not been received.The representative with whom I spoke with stated the wire had not been initiated because the original call was dropped ( our call had been dropped however, XXXX did phone me right back ). I provided wire instruction again to a supervisor only to be told that they would not wire to a third party and I could only wire to myself or an escrow company. She did offer me to transfer my funds to my linked XXXX XXXX account however, that could take up to 3 days. 
Since this was for a new home purchase, I decided to request another wire to my XXXX XXXX account which I requested the morning of XX/XX/XXXX. The representative to whom I spoke with that morning was XXXX. I provided her with very specific wire instructions that were provided to me by XXXX XXXX. XXXX confirmed these instructions with me 3 times and assured me the wire would be sent and received by end of day XX/XX/XXXX. At the end of the day, my funds were not received so I called back and spoke with a supervisor that informed me a wire was never initiated. She stated she could do a transfer to my linked account and offered to expedite it. Stressed and concerned, I told her I was not comfortable with that until I spoke with a representative with XXXX XXXX to confirm this was a viable option. I called XXXX XXXX and spoke with an agent that said that is a good option however, it may take up to 3 days to be able to tranfer out once funds were received. 
I then called XXXX XXXX on the evening of XX/XX/2023 and spoke with a supervisor name XXXX. XXXX told me that he could not expedite a transfer to my linked account and that additional verifications were going to be required but could not tell me what those verifications were. I then requested all of my funds ( {$250000.00} ) be transferred to my linked account and to please close my account as i was no longer confident I could ever get my money out of my account. I was on the phone with XXXX over an hour and asked that he please confirm the request to transfer my funds which he confirmed. 
This morning, my funds were still in my Goldman Sachs account so I called Goldman Sachs to confirm the transfer was initiated and was told by that representative that he had not. 
I am at my wits end and terrified I can not get my life savings out of this bank. My purchase is being held up. 
I did go online and request a transfer online however, I am limited to {$120000.00} so multiple requests will need to be made all taking XXXX days. I am not confident my funds will be transferred as I have read many complaints since all of this, that many people are experiencing similar issues with their accounts being locked or closed with funds still in their accounts and no way to get them out. 
They have also experienced the same customer service issues as I have with no one to speak with that has authority and no one seems to have any information on transactions or why they are not being done. 
each time I have asked for a confirmation number in which I am told that are none but to be assured the request was made. However, they are not being done. 
I need assistance with withdrawing my funds so I can purchase my home before I lose it. All of my savings are held with Goldman Sachs so I have no ability to withdraw.

Company response to consumer: Closed with explanation