Consumer complaint received 2024-09-03 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:
Marcus by Goldman Sachs Bank blocked access to my account, and closed my savings account in error. When I opened my online savings account about a year ago I accidentally inputted the wrong last digit of my social security number in the online application. At the time I didnt realize my mistake and my account was opened. I transacted many times in this online savings account. 

The first time I realized I made this mistake on my application was on a call with one of the Marcus customer service representatives on XX/XX/XXXX. I was in XXXX on a trip and was unable to transfer much needed money from my Marcus savings account to my XXXX checking account. I could not access my Marcus account, so I XXXX called my mom and asked her to try to make the transfer at home in California. That didnt work either, so she called Marcus and explained what we were trying to do to the Marcus customer service representative. My mom called me on XXXX while she was on the phone with the Marcus representative so that I could also talk to the Marcus representative and give permission for my mom to speak to the representative. On that call, the representative asked for the last four digits of my social security number to authenticate me and when I provided her with my actual last 4 digits, she told us that in their records, one of the digits was different. I told her that I must have made a mistake when I filled out the application. I assumed we cleared up this mistake in this call, and when I returned to the United States I would be able to transact in my Marcus account again. 

When I returned home I tried to access my Marcus account and was denied access. I called Marcus on XX/XX/XXXX, and the customer service representative I spoke to informed me that she couldnt help me because my account was under investigation. I had not been notified this was occurring and only found out through this call. The representative informed me that she couldnt disclose why my account was under investigation. She said the investigation could take 2 weeks and that if they chose to close my account my money would be returned back to the account it came from. I told her that the XXXX XXXX account that funded the account has been closed. She told me in that case the money would be returned via check and would take up to 10 business days. 

I called again on XX/XX/XXXX for an update on the progress of the investigation. The customer service representative repeated the same information, and also included that Marcus had to verify the closure of the XXXX XXXX account before allowing my money to be sent by check. I informed the representative that I wanted my Marcus account closed regardless of the outcome of the investigation. She said she would expedite the process of the investigation and file a complaint on my behalf. She also called XXXX XXXX  ( the bank which had purchased XXXX XXXX ) and verified the closure of the account with a XXXX representative while I was on the line providing the necessary authentication. 

Nothing was actually expedited and I continued to call for updates. On XX/XX/XXXX, I called again for an update.The customer service representative I spoke to said he was unable to authenticate me even though I answered multiple security questions including my secret word. I answered the same questions I had previously answered to authenticate myself on prior phone calls but for reasons unknown to me he required another level of authentication. He asked for my drivers license number, but then said since it was a California license he was unable to use it. I offered to give my passport number, but he said that wouldnt work. He said he was unable to give me any information regarding my account and the status of my money. He told me that Marcus would contact me in 3-5 business days and that hed flag my account so that it was expedited. 

I waited 6 days and called on XX/XX/XXXX. The customer service representative, XXXX, also couldnt give me an update because he said I needed to speak to a supervisor and answer out of pocket security questions that would authenticate my identity. No supervisors were available at that time. He asked for my entire social security number, but I only gave him the last 4 digits because I felt uncomfortable giving him that information since Marcus reps had not previously asked me this. With my mom on the phone, we explained the mistake in my social security number again, and he said he would note that. He also said the out of pocket security questions would be available in 1-3 business days. 

I called again the following morning on XX/XX/XXXX and was told by a supervising customer service representative that XXXX gave us misinformation and that the out of pocket security questions werent relevant because my account was closed. I already knew my account had been closed because I received 2 letters, one dated XX/XX/XXXX and the other dated XX/XX/XXXX, informing me of this. In this call I explained the social security mistake again. The representative said that the mistake had not been accurately noted. I had already explained this to multiple Marcus representatives, so I was confused about why it had not yet been noted on my account. She said she would reopen the investigation with this new information and that I would get an email with the results of the investigation in 7-10 business days and only then could my money be returned. 

On XX/XX/XXXX I received a statement from Marcus showing that Marcus debited my account {$200.00} on XX/XX/XXXX for SAV decrease Int Paid for reasons I dont understand and no one has explained to me. 

I called Marcus again on XX/XX/XXXX and spoke to a Marcus Representative who, again, said she was unable to authenticate me. She said in her notes my account was still shown as closed. I asked to speak to a supervisor and spoke to supervising representative, XXXX. I told her I was willing to provide further documents including my birth certificate, passport, and drivers license to authenticate my identity. She told me she would make a " note '' on my account for the " investigative review panel '' that I offered these documents. She told me to call back for updates, but couldn't provide me with a timeline of when I should expect progress to be made, and she told me to use my own judgement. 

I called again on XX/XX/XXXX and spoke to a representative named XXXX who was able to verify me by calling somebody who lived with me and shared the same last name ( my father ) and speaking on that line. No Marcus representative had offered this authentication in past phone calls. XXXX said she didn't see that a case had actually been re-opened for my account in the notes other reps had made regarding my account. She said the previous case must have been a " red flag case. '' She told me she would submit my case to get reviewed and gave me a case number. I asked to speak to a supervisor on that call and then spoke to a supervising Marcus representative, XXXX, who told me that the account would be opened in 1-3 business days, and I would be contacted to verify how I wanted my money returned after that. She told me it would then take up to 10 business days for the funds to be returned. I also told XXXX about money deducted from my account. She told me she would make a note to put the money deducted back into my account. 

I received an email from Marcus on XX/XX/XXXX that said " additional information is needed '' and to call back. I called the next day on XX/XX/XXXX and spoke to XXXX in the Fraud department. She verified me through a pin sent to my phone number. She didn't know what the additional information needed was, and said it might be an " affidavit of identification. '' She told me to wait to see if the investigation yielded information before submitting an affidavit of identification. She said to call back that next week for an update. 

I called on XX/XX/XXXX to check on the status and to see if I needed to submit an affidavit of identification. The women I spoke to said my account was under review, and that she would make note that I called and asked about whether the affidavit of identification was needed. 

It is XX/XX/XXXX and I have not heard any further information. This ordeal has forced me to borrow over {$2000.00}. After months of calls, misinformation, and a lack of progress I need access to my life savings.

Company response to consumer: Closed with explanation