Consumer complaint received 2025-08-27 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: LA

Complaint narrative:
On XX/XX/XXXX Marcus By Goldman Sachs notified me that my external account with XXXX XXXX Bank reversed a funds transfer for {$800000.00} that someone other than me, ( a hacker ), tried to make to my Marcus account. After talking with a Marcus agent I was told my savings account with them had been frozen and that I would need to close out that account due to security issues. I then was told to change my password, secret word and hint which I did and then they could wire the funds of {$44000.00} ( balance in the account ), from my Marcus saving account back to my XXXX XXXX Bank external account. On the phone with Marcus agents at the time of wire transfer they said everything was good and they made the wire and the funds would show up on my XXXX XXXX Bank in XXXX to XXXX  days. I thought at the time XXXX to XXXX  days for a domestic wire transfer was unusually long but due to the security breach I waited the 3 days and the funds never showed up in my XXXX XXXX account. I Called Marcus again on Monday, XX/XX/XXXX and was connected with a Front office agent whom I went through all of the security information to verify who I was and she accessed my account and said the funds were still at Marcus and I told her they should have been wired to my external account but were not. She put me on hold then transferred me to what she called her Supervisor who said the funds would need to be wired again. After lengthy holds and reverification of who I was she got another person on the line. They went through a series of statements asking that I allow Marcus to wire transfer the funds {$44000.00} to my external verified account of which I answered yes to all. They said once again the wire transfer was completed, It was not! they continued to call me to say the transfer did not go through but would not tell me why. Then they said I would have to contact the XXXX  Department, which I did and they said they had to send me a written statement for Electronic Fund Transfer Dispute which I needed to sign and return, I received the letter, signed it and sent it back, one day priority mail. I received two letter from Marcus on XX/XX/year>. The first letter said Your transfer was declined ( with no explanation ) and the second letter said my account had been closed. Both letters were dated XX/XX/year>. I have exchanged at least XXXX phone calls with Marcus and XXXX have talked with at least XXXX different people each time being put on hold, having to verify who I am, being transferred multiple times and never getting any answers. I received another letter today XX/XX/year> dated XX/XX/year> from Marcus saying please call us about your account. These stall tactics have been going on for 2 weeks. They are holding my {$44000.00} hostage and will not send it to me. Last time I phoned them I asked them to send a check and now they are telling me I have to wait 10 days for the XXXX team to figure out what is going on then they MAY be able to send a check, really, they sure didn't have any trouble receiving my wire transfers from XXXX XXXX! Marcus by Goldman Sachs has been using this stalling technique of transferring funds to hundreds of other people. I wish I had known this before opening an account with them. I just want my money back now!

Company response to consumer: Closed with explanation