Consumer complaint received 2024-08-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: NY

Complaint narrative:
Marcus froze my account against my will XXXX times within the span of four months. In both cases, it was due to an error on their part. 

On XX/XX/XXXX, Marcus called me to check on a scheduled transfer from my account. I approved the transfer over the phone with a Marcus representative. I was told the transfer would occur as usual since I had approved it. 

Then, on XX/XX/XXXX, XXXX XXXX  notified me of a late mortgage payment. I discovered that the transfer was reversed after all, even though the Marcus representative told me they would approve it on their end and that it would go through. 

Since the transfer was reversed against my instructions, my mortgage payment did not go through and I incurred a {$36.00} overdraft fee on top of that. I called for an explanation of the situation and was told I could submit a claim for the {$36.00} overdraft fee that Id incurred. Even one of the Marcus representatives I spoke with acknowledged that it was curious that Marcus had even done a verification check on that particular transaction since it was an automated, monthly transaction that had been going on since XXXX ; it was anything but suspicious. Marcus refused to reimburse me for the overdraft fee. 

Several months later, on XX/XX/XXXX, I observed I had a voicemail from XXXX. They gave no explanation, but asked that I call them back. I called exactly one minute later. After waiting on hold two times as I was transferred to various representatives, I was connected with a representative who asked to put me on hold so that she could review my notes. After around XXXX minutes, she came back and asked, Do you have an alternate phone number? She did not say why she was asking. I was confused, which she should have been able to tell, but I said, no this is my only phone number. She put me on another hold for about XXXX minutes. When she came back, she said that since they can not authenticate my phone number, someone will call me again in XXXX to XXXX business days. She was ready to end the call, but I asked if she could explain what was going on. She simply repeated over and over again that they could not authenticate my phone number. I asked if they were going to arbitrarily freeze my account again, and she said she didnt know. I asked to speak with a supervisor. The representative I was directed to basically said the same thing, except finally elaborated that I was supposed to receive a code, but since their system wasnt able to send it because there was an error with my phone number that they couldnt verify my identity. I asked if talking to them from that exact phone number was enough ; it wasnt. I asked if I could provide my work phone number and verify that ; the representative said no. He said the only possible next step was that in XXXX to XXXX business days, they would call me to verify my identity. I asked if my account would be frozen. I received a vague response that can be summarized to maybe. I asked what if next time the same thing happens since it was an error on their end and not mine? Nothing. I asked if he can just ask the questions to verify my identityhe said no, he doesnt do that ; rather they will call in XXXX to XXXX business days. I asked why so long from now, as they are interrupting my bill payments. He responded that it is because they are only putting the ticket in now and that is how long it takes. So now I am waiting for a phone call, while not knowing if and when I will be able to touch my money again.

Company response to consumer: Closed with explanation