Consumer complaint received 2024-11-15 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: GOLDMAN SACHS BANK USA
State: MD

Complaint narrative:
Complaint Against Marcus Goldman Sachs Bank USA Subject : Urgent Assistance Required Regarding Saving Account Closure and Missing Funds Account Number XXXX Dear Complaints Department, My name is XXXX XXXX, and I recently opened a savings account with Marcus by Goldman Sachs Bank ( Account Number : XXXX ) in XX/XX/year>2024. On XXXX, 2024, I transferred my entire savings, totaling {$10000.00}, into this account. I am attaching account statements from XXXX through XXXX for your reference. 
In XXXX, when attempting to log in, I received a message that my account had been locked. Upon calling customer support, I was informed that my account had been closed without my confirmation and any prior communication from the bank. 
Since then, I have repeatedly contacted your representatives to access my funds. Unfortunately, I have received inconsistent responses each time. The representatives have provided the following conflicting explanations : 1. One representative mentioned that my account was hacked and that all the funds were gone. And then transferred from one department to another, one agent suggested that I open a new account, with the assurance that my funds could be transferred from the closed account to the new one. I followed this instruction and opened a new account ; however, I still have not received my funds. When I followed up, I was told the funds had been issued via check, though no tracking or status information has been provided. 
2. Another informed me that the account was closed, but they were unable to provide further information or clarity.

3. A third representative stated that the account was under a security measure but was unable to provide details and transferred me to other departments. 
4. The fourth time I contacted them, they said the money had been sent to the Department of Treasury due to an abandoned account. This is completely untrue because the account is new, and I made a deposit as recently as XX/XX/year>2024. I checked with the Department of Treasury, and they confirmed they have not sent any notification to the bank. The account is not abandoned, as it has not been inactive for four years. This makes it clear that Goldman Sachs Bank is providing false information. 

5. When I called the bank again and explained that I had verified with the Department of Treasury that no funds had been transferred, they connected me to their security department. A representative named XXXX repeatedly assured me that the money is still in the account, but the account has been closed ( without my permission ) and no transactions can be made. 

This situation has become extremely distressing, as I am unable to retrieve my hard-earned savings. I have also observed similar complaints from other customers on social media forums, where many have reported experiencing similar issues. 
I am formally requesting your immediate attention to investigate this matter, locate my funds, and ensure their prompt return to me. The banks handling of this situation, along with the lack of clear communication, has caused significant stress and frustration. Please advise on any further steps I need to take to expedite this process. 
Thank you for your immediate attention to this matter. I look forward to your swift response and a resolution to this issue. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation