Consumer complaint received 2026-06-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: GOLDMAN SACHS BANK USA
State: LA

Complaint narrative:
My mother, XXXX XXXX XXXX, passed away in XXXX. She has a Marcus Savings account, and I am her daughter and I am the beneficiary of her savings account. XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, LA XXXX XXXX I first contacted Marcus on XX/XX/XXXX to start the beneficiary transfer process. I have spoken to Marcus 10 times over the past 41 days and the process is still not complete and every time I call I must go through a phone process that takes 20-30 minutes to reach the correct department because they do not have a dedicated beneficiary department. It took 3 weeks for the " Overnight XXXX '' package that contained the necessary paperwork that Marcus requires to be delivered to me. I returned the XXXX package on XX/XX/XXXX using a self addressed XXXX label and envelope that Marcus provided. I tracked the envelope and it was delivered and signed for on XX/XX/XXXX. As of XX/XX/XXXX, Marcus states that no documents have been uploaded to my beneficiary transfer case, but they do acknowledge that the envelope was received by Marcus on XX/XX/XXXX. Every time I speak to them, I am told that it takes another 4 or 5 days for the next step to occur. -- -- -- -- -- -- -- -- -- -- - Below is my detailed log of conversations I have had with Marcus Bank over the past 41 days regarding the beneficiary transfer. -- -- -- -- -- -- -- -- -- -- - XX/XX/XXXX - XXXX - all phone calls are recorded by Marcus Bank XXXX XXXX told them a complaint will be filed if Marcus Bank does not reach out to her in 24 hours. They have XXXX email address and cell phone number but they expect her to contact the bank for status updates and always tell her another 4-5 business days. XXXX called in spoke to XXXX then transferred to XXXX in XXXX department and XXXX did not see any of the documents that were received by Marcus Bank on XX/XX/XXXX via Overnight XXXX letter though it was signed for. XXXX confirmed that the XXXX letter was received on XX/XX/XXXX but that it was delivered to Utah instead of XXXX where the documents are uploaded and that is causing a delay ( Marcus Bank provided XXXX with the XXXX envelope and a pre-addressed overnight label ). XXXX asked XXXX to transfer her to a manager or supervisor in the legal/estate disbursement department. And was transferred to Marcus, a supervisor in XXXX, not in the department she asked for because Marcus the supervisor said that Marcus the bank does not have a dedicated estate department. Marcus the supervisor ( Marcus is also the bank name ) was the third person XXXX spoke with and it took 41 minutes to get to him because of the constant holds and transfers. XXXX made the following statement to Marcus the supervisor : " I understand you are doing your job, but I have been waiting a month for a simple beneficiary transfer. I need to speak directly with a manager or a senior specialist in the legal/estate disbursement department. '' " I have submitted all legally required documents. Every time I call, I am told it will take another 5 to 7 business days. This delay is unacceptable. If this transfer is not approved and processed within the next 24 hours, I am immediately filing formal complaints with the Consumer Financial Protection Bureau and the Federal Reserve for unlawful retention of inherited assets. '' XXXX was told that Marcus Bank does not have a dedicated trust or beneficiary department and there is no phone number available to reach the documents department directly and avoid the 40 minutes of being transferred each time she calls in. XXXX stated that I know I am on a recorded line and therefore I was going to review everything so that it would all be in one place on the recording. I restated everything to Marcus, The supervisor, including the dates and the issues that I have had with multiple calls and each time calling being told that it would be several days again before anything would be handled. Then I read the exact script about filing a complaint. I reiterated that we had used the return XXXX label that Marcus Bank provided and that it was not my issue if that label did not send the documents to the correct area. Marcus the supervisor stated that this was a known issue and they were working with XXXX on this. It was beyond their control because it was with the carrier. The documents were sent to XXXX XXXX XXXX and they needed the documents to be received at the XXXX facility so that they could be uploaded. Marcus The supervisor did not commit to my receiving anything within 24 hours. He just continued to say he understood my concerns and that they had been raised to the highest level. I asked for a direct line, explaining that I had now been on the phone for 40 minutes, that I work and do not have time to take 40 minutes to get to the right person. He stated that they do not have a direct line. I also stated that I understood him to be a supervisor in the official document review department and stated that I had asked for a manager, a supervisor or a senior specialist in the legal or estate disbursement department. He stated that they do not have a direct line to the legal department and that their official document review department would be considered the estate disbursement department. I reiterated that if I did not hear back from someone from Marcus within 24 hours I was going to file the complaints with both the CFPB & The Federal Reserve. I stated that Marcus Bank has both my cell phone and my email on file and that they have not communicated with me. Instead I have had to call 10 times as of today. I stated that it is XXXX XXXX Central standard Time on Monday XX/XX/XXXX. I stated that I was not going to call back but if I did not hear back from them within 24 hours, I am filing the complaints. XX/XX/XXXX XXXX spoke to XXXX at XXXX xfred to XXXX XXXX XXXX Team. Said a new case # will be assigned once the documents team actually opens the XXXX Envelope. Usually takes 3-5 business days after the envelope is received and to call back Monday XX/XX/XXXX. Because nothing has happened with the envelope, there is not status update in the system. XXXX put in a call back request for them to call XXXX when the case is opened. The case # assigned on XX/XX/XXXX is no longer relevant. XX/XX/XXXX XXXX envelope delivered. Tracking URL Signed for by XXXX at XXXX See Marcus folder for printed proof of delivery XX/XX/XXXX XXXX Next Day pre-addressed envelope provided by Marcus was sent out from XXXX with the 4 docs requested Tracking # for return of required documents : XXXX XX/XX/XXXX XXXX received a call from XXXX at Marcus and left a phone number for XXXX to call back. XX/XX/XXXX XXXX called for status of overnight package XXXX sees that packets were mailed but no tracking number and cant contact documents dept until XXXX XX/XX/XXXX XXXX called for status of overnight package XXXX XXXX - Spoke to XXXX XXXX to XXXX - package still in queue. He is escalating because it should have been done already. Said he sent a joint owner packet out by mistake that can be ignored. XXXX XXXX - Spoke to XXXX XXXX to XXXX in XXXX Dept. - no tracking # yet, may take 3-5 business days CASE # XXXX XX/XX/XXXX XXXX spoke to XXXX then XXXX go XXXX called for status of overnight package. Should be shipped within the next few days. XX/XX/XXXX XXXX called for status of overnight package CASE # XXXX Spoke to Tracking via XXXX - XXXX Label created XX/XX/XXXX @ XXXX - Tracking Link XXXX said would be sent when XXXX spoke to him on XX/XX/XXXX Has not been picked up by XXXX as of XX/XX/XXXX XXXX CST XXXX - XX/XX/XXXX XXXX XXXX XXXX - XX/XX/XXXX XXXX CST XX/XX/XXXX XXXX called to find out what the process is for beneficiary transfers XXXX - initial general customer service that transferred her to XXXX in Documents Department Transfered to XXXX - knew exactly what the steps were XXXX said he would XXXX a packet to XXXXdown with forms and instructions - NEVER SENT see log started XX/XX/XXXX

Company response to consumer: Closed with explanation