Consumer complaint received 2025-01-15 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
Ever since I've opened this account I have had nothing but trouble with them. Every single transaction whether it's withdrawal or a deposit they have failed to operate as expected. We have spent hours on the phone with them over simple banking transactions such as deposits, withdrawals, money transfers and CD account closures. They have failed to deliver service in a timely matter or at all. At first we thought maybe it's a one off event but as time goes on we realize they are doing it on purpose. It seems to us that they purposely hold your funds or try to make it as hard as possible to transfer money in or out of you accounts so that the can keep our funds on their balance sheets. There can be no other reason. We have spoken to supervisor after supervisor trying to issues resolved. They either can't tell you why it's happening or they blame it on the other institutions ( our bank ). We have had to go our bank to verify it wasn't our banks fault. The delays have cost us time and money and it's gotten to the point of insanity. We just want our money out of this bank immediately. 

The latest and most disturbing incident began on XX/XX/XXXX when we wanted to close 3 no penailty CDs we had with them and have the money transferred to our accounts in XXXX XXXX. First off the transaction could not be completed online, they force you to call them. We called and asked for the accounts to be closed and the money transferred. It took a better part of an hour on the phone and many security steps to start the process, which we wouldn't mind if they completed the transactions. Once we done with the call that day they said the transactions would be completed. The same day after going thru an hour on the phone they emailed and asked us to call them about the transactions. Of course we didn't see the email immediately so they took upon themselves to not proceed. Once we called they said they needed to verify the transactions!!!! We explained it was time sensitive and it need to be done asap and that we had already had verified this on the one hour call. They of course gave XXXX lame excuse about the clearing department which needs to verify the transactions... it's insanity that you need these many steps to get this done. Anyway the insisted the accounts were closed and the money was on the way. 3 days later we realized they didn't transfer all the funds but left one the CDs off the transaction... .we could see the account was closed and it said the money was being transferred but it never happened. We called again to resolve this on XX/XX/XXXX, spoke to supervisor who apologized and said it was being taken care of. It never happened... we called again on XX/XX/XXXX to see what was going on, they again deflected any tried to blame it on our bank, which was not true because verified this with our banks ACH department. They then pulled the money back and opened a CD account without our consent. I asked how can you open an account without our consent? They had no answer. Again we received an email saying the account was closed and they money would be transferred, it has not happened. The account is still open and the funds are still in their bank. This is deceptive and dangerous banking practices. 

On XX/XX/XXXX we have called again, seems they are passing the ball again, the employees refuse to give their employees IDs to include in this complaint. We have been refuse access to the department head because " they are too busy '' as the supervisor stated. Marcus purposely has procedures in place to deny customer resolution. It's a Ponzi scheme. We have been told today XX/XX/XXXX that the money we asked to transferred on XX/XX/XXXX can not be access now until the XXXX of the month because Marcus placed that money back into an account we did not authorize. It's criminal... anyone who has any common sense can see thru the scheme. 

If they do this to all their clients just think how much money they make delaying transactions. I think a federal investigation needs to be done to mine out this stealing of money from citizens. Marcus is dishonest and poorly run. No one should place their money with them. We need help please lets know our next steps.

Company response to consumer: Closed with explanation