Consumer complaint received 2024-04-29 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
I opened an account at Marcus by Goldman Sachs in XXXX XXXX. I transferred a substantial amount of money into the account. I used approximately XXXX of it to purchase a certificate of deposit, and the other half was put into a high-yield savings account. Then, on XX/XX/XXXX, I linked my XXXX account to my Marcus account and attempted to withdraw {$7000.00} so that I can purchase securities via my Robinhood account. This transaction was reversed by Marcus. This caused 2 things to happen : XXXX ) I was forced to dip into my XXXX XXXX, which has a higher borrowing rate than my XXXX  account ( a 3.5 % difference ) XXXX ) XXXX FROZE my instant deposit, a feature of my " gold '' status which enables me to invest funds before they transferred in funds clear my bank account. Right now, it is frozen for 90 days ( from XX/XX/XXXX ) but I will lose access to that feature if I do not cover the {$7000.00} within 90 days. 

Shortly after that happened, I got a call from Marcus asking me to return the call to discuss this transaction. I called back and this is what transpired. 

XXXX ) Marcus attempted to verify my identity. Even though I provided them with my address, DOB, last 4 digits of social, etc. they have a step where they need to send a " one-time code '' to a phone number that is registered in my name. I have a prepaid account ( with XXXX at the time ; it's now switched over to XXXX XXXX XXXX  XXXX XXXX Marcus was unable to send me a code to the number that I have been using for 1.5 years because for some reason, their system does not recognize that my name is registered to my phone number. They they tried to see if verifying using my Driver 's License is possible, but unfortunately, because I am in California, it is not. The only other way was to have someone from their Fraud department open a case, which would result in someone reaching out to me within 1-3 business days. Because I had no other option, this is what happened. 

XXXX ) I called back 2 days later ( XX/XX/XXXX ) to attempt another conversation. At that time, I had called my cell phone carrier to ensure that my name was registered to my account, which they confirmed was the case. Once again, Marcus was unable to authenticate me. They told me again that the only other thing to do was to open the case. I asked on the status of my case that had been opened 2 days ago. The agent was unable to see it. They ended up opening another case. 

XXXX ) At that point, I left the issues for 2 weeks due to vacation. I called back again week of XX/XX/XXXX. By then, I had switched my cell phone carrier from XXXX to XXXX XXXX XXXX XXXX I was at the XXXX XXXX XXXX store and I saw with my own eyes the fact that they attached my name to my cell phone account. However, once again, the agent at Marcus was unable to send a " one time code '' to my cell phone ( by the way, this is the only number that I have ). Once again, I was told that the only way to authenticate me in order to talk about my account was to send me an affidavit to confirm my identity by mail. I asked about the case that had been opened before/ affidavit that had been sent previously. They had no record of this being done. 

The other thing that happened is that I attempted once again to transfer money, via the online portal TO WHICH I HAVE ACCESS AND CAN SEE MY MONEY, in order to pay my tax bill. Once again, this transaction was blocked even though my bank account and Marcus account are correctly linked. I was forced to borrow money from a family member in order to cover my tax bill. 

As of today, XX/XX/XXXX, I have not received anything by mail. I have also started doing some research and it appears that many other people have experienced this issue ( as reported on reddit ) and that whenever Marcus promises to send something out by mail to confirm identity, it never happens. See XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation