Consumer complaint received 2024-08-21 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: GOLDMAN SACHS BANK USA
State: TX

Complaint narrative:
I requested a transfer XX/XX/XXXX of XXXX because I recently bought a house and borrow that amount from my parents. That was reversed XX/XX/XXXX. I then tried to request a {$6300.00} transfer to at least pay for car repairs, that was denied. I was told account was locked. Once I called it was removed. They I let them know I need to pay for car repairs but I also have had a car on order for a month and wanted to transfer a larger amount because I had no idea this was a issue. The representative let me know well you can always have your money but we can only transfer to the account it came from. Well it was transferred from a savings account that I closed because I dont need XXXX, they suggested just requesting a check for an amount and it would be expedited and faster. That was denied. Once I got denied for the check I asked to close account XX/XX/XXXX. The rep stated you have options you dont have to get a check. I let him know that I was told check on since the original funds were sent from a closed account. He stated oh no its fine because your checking account is linked and verified. Ok perfect are you sure this will work? Yes I am in the specialty department and just help closing accounts. I was at work and clocked out for the call so I decided to call back to confirm everything. I was told no this will not work and its a Friday afternoon you must call back Monday morning XX/XX/XXXX. I call and they said my request to close the account was denied. I asked why and was told because your bank didnt verbal confirm your check account is in your name. XXXX and a half call to get that answer but I had to go to work. I took off work early due to all the stress. Called back same day XX/XX/XXXX at XXXX pm and spoke to XXXX XXXX XXXX # XXXX, she was so amazing nice review all notes and said lets XXXX way call your bank and get this account closure verified on this recorded line and verbally verify your checking account, that was completed and noted that I had my same checking acct since XXXX, by this time I was so thankful for her help I was crying. She stayed in the line with me while I spoke to some in the depart to do an each transfer of XXXX because I am scared to go thru this issue again. Both representatives stated there is nothing on your acct that will prevent this from transferring to your verified link checking acct ending in XXXX, I thanked them both and finally felt soothes and not stressed call back XX/XX/XXXX due to transfer still in review spoke with XXXX XXXX # XXXX he contacted the review department to make sure they referenced and saw the notes from the call with XXXX, he was great very helpful and nice had me in tears again because he actually helped and cared, he also put notes stating my issues and all the notes with mixed information and things I had been told were not working as I promised, due to anxiety of this issue I checked my acct XX/XX/XXXX at XXXX pm and sure enough the transfer was reversed, called in was hung up on, called back spoke to XXXX XXXX # XXXX he stated that my entire acct is under review and he cant help at all but was very sorry after reading all the notes and the entire situation, but at this time I can only speak to an account XXXX which will not be available until XXXX am, while XXXX back at work so once again I will have to clock out and handle this issue. I have lost over XXXX hours of work dealing with this and so stressed I have been sick. Every XXXX I have is locked in this acct I paid my water bill with a credit card bought groceries for my children with a XXXX gift card, I have stated all of these issues on a recorded line

Company response to consumer: Closed with explanation