Consumer complaint received 2024-05-11 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: WA

Complaint narrative:
I had a paycheck directly deposited into my XX/XX/XXXX located at the XXXX XXXX XXXX GOLDMAN SACHS ( I will abbreviate by using XXXX XXXX or XXXX ) on XXXX. On that same morning I attempted to make a transfer of {$3000.00} from my XXXX XXXX into my checking account located at XXXX. On the same day of XX/XX/year> a representative called me at XXXX AM leaving a voicemail requesting I contact XXXX XXXX in order to verify some information. I contacted XXXX XXXX at XXXX on the same day ( XX/XX/year> ) and during that XXXX minute phone call with a XXXX representative who gathered my information to verify my identity including my name, DOB, secret word, XXXX time code received directly to my cell phone and also dialed in a representative from the financial institution where my check account is ( XXXX ). With the XXXX of us on the phone ( me, XXXX XXXX XXXX, XXXX XXXX ) we verified my identity AGAIN through use of my SSN, home address and by sending me a XXXX time code that I was able to provide at XXXX that same morning of XX/XX/year>. After providing the necessary information and ending the call with the XXXX XXXX, the XXXX XXXX XXXX told me she would have to transfer my call to her supervisor where I proceded to provide all the aforementioned information AGAIN ( name, DOB, secret word, XXXX time code ). The supervisor told me my attempt to transfer the money had triggered a hold on my account due to a new protocol that had been put in place ( when I requested additional clarification on this restriction the representative repeated the information without providing more details. The rep then requested I follow up by the end of the week. At the end of the week friday XX/XX/year>, I contacted XXXX XXXX and provided name, DOB, last XX/XX/XXXXnumbers of my SSN and secret word. However when they attempted to verify my phone number, they said that their system would not support my phone number. I informed the representative that up to this point in the week, my phone number has been verified up toXX/XX/XXXX different times, but she continued to state that my phone number was supported in the system. I provided the representative with XX/XX/XXXXdifferent phone numbers and she continued to state that their system could not authenticate my identity using any of the numbers provided. She then proceeded to tell me that my license would not suffice as a form of identity verification. Then she asked me which state my license was in ( keep in mind she has already told me my license wouldn't be supported at then point. When I questioned which states were permissible, she repeated that my license would not qualify and neglected to provide additional information. The representative continued by saying " I will file a case and someone will contact you tomorrow. '' After further research I have come to discover that this incident is not unique, but rather, has been happening frequently with XXXX XXXX. I ended the conversation by requesting the rep leave the following note in my file for the supervisor to see before I am contacted " CONSUMER SEEKING AUTHENTICATION OF ACCOUNT. ONCE MY FUNDS HAVE BEEN TRANSFERRED TO XXXX ACCOUNT ENDING IN **** PLEASE CLOSE MY ACCOUNTS ACCORDINGLY.

Company response to consumer: Closed with explanation