Consumer complaint received 2025-07-25 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: GA

Complaint narrative:
Formal Complaint Regarding Unauthorized Withdrawal and Identity Theft Request for Immediate Restitution To Whom It May Concern, I am writing to formally lodge a complaint regarding the unauthorized withdrawal of funds from my XXXX by Goldman Sachs account, and the mishandling of my fraud report. 

In XX/XX/XXXX, upon returning from a trip, I discovered that I had been the victim of identity theft. My phone had been compromisedeither by a virus or hackand the perpetrator gained unauthorized access to my personal information. They used this information to open fraudulent accounts in my name, lock me out of my own email and bank accounts, and intercept verification codes sent to my phone. 

As a result, on XX/XX/XXXX, a total of {$60000.00} was fraudulently transferred from my XXXX account to an unauthorized XXXX account that had been opened in my name without my knowledge or consent. 

I immediately reported this incident to both XXXX and XXXX. In XX/XX/XXXX, I contacted XXXX to formally report the unauthorized withdrawal. I was instructed to complete and submit a signed fraud complaint form, which I mailed promptly. Despite repeated follow-up calls to confirm receipt, I was informed weeks later that the form had not been received. After further follow-up, I was told that it had eventually been received, and that I would be contacted by a representativehowever, no follow-up ever occurred. 

Instead, XXXX inexplicably closed my account and explain that they would be issuing a check for only the remaining available balance. When I asked about the status of my fraud report, I was told that XXXX could no longer discuss the matter with me. 

In XX/XX/XXXX, after continued inquiries, XXXX finally acknowledged that my fraud complaint form had been received on XX/XX/XXXX, nearly XXXX months after I originally submitted it. I was told an investigation would begin at that point. 

On XX/XX/XXXX, I regained access to my account and was informed that XXXX had completed its investigation and determined the transaction to be " authorized. '' This decision was made despite the fact that I submitted the required documentation and reported the fraud in a timely manner. 

To reiterate, the transaction in question was not authorized, and I am a documented victim of identity theft. Under federal lawspecifically, the Electronic Fund Transfer Act ( EFTA ) consumers who report unauthorized transactions within 60 days of the date the statement is made available are not liable for the loss. I reported the fraud within this period. 

Additionally, I have filed reports with the appropriate law enforcement authorities and credit reporting agencies. 

It has now been over a year since the unauthorized withdrawal occurred, and XXXX has failed to take corrective action or return the stolen funds. This delay and failure to follow proper investigative procedures constitute not only a violation of my rights under the EFTA but also a serious breakdown in your fraud response processes. 

I am requesting immediate reimbursement of the {$60000.00} withdrawn without my authorization, along with a full explanation of XXXX handling of this case and why my timely and compliant fraud report was not properly addressed. 

Please consider this my final attempt to resolve this matter directly. If I do not receive a resolution within XXXX business days, I will escalate this complaint to the Consumer Financial Protection Bureau ( CFPB ), the Office of the Comptroller of the Currency ( OCC ), and consider taking legal action.

Company response to consumer: Closed with explanation