Consumer complaint received 2026-01-01 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Closing an account — Funds not received from closed account
Company: GOLDMAN SACHS BANK USA
State: TX

Complaint narrative:
Correspondence either made by myself XXXX XXXX XXXX or my XXXX  XXXX XXXX XXXX XXXX who is also on our XXXX accounts. 

XX/XX/XXXX CD maturity scheduled for bank to bank transfer to checking account at XXXX  XXXX XXXX for amount XXXX. Received email confirmation that account was closed on XX/XX/XXXX. Inquiring on line showed a transaction detail page with amount XXXX and transfer to XXXX  XXXX XXXX account status Posted transaction date XXXX. 
Planned to use these funds for closing occurring on XXXX. Money had not been received. 
As of XXXX funds still not showing in bank account - used on line chat to inquire : copied from on line chat logged into XXXX account Sat, XX/XX/XXXX at XXXX XXXX  Get started Sat, XX/XX/XXXX at XXXX XXXX  Thanks for chatting with us. Someone will be with you as soon as possible. Note : This chat will be recorded and monitored. Please do not include sensitive information unless requested. By continuing you agree to our Privacy Policy : https : //www.marcus.com/us/en/privacy-policy Sat, XX/XX/XXXX at XXXX XXXX  Transferring to a XXXX Sat, XX/XX/XXXX at XXXX XXXX  You are now connected to XXXX XXXX XXXX XXXX Thank you for contacting Marcus by Goldman Sachs, I'll be more than happy to assist you. How can I help you? 

Sat, XX/XX/XXXX at XXXX XXXX  need to know when the transfer will be credited to Bank XXXX XXXX for XXXX account that was closed on XX/XX/XXXX Sat, XX/XX/XXXX at XXXX XXXX  I'll gladly take a look into that. 

Sat, XX/XX/XXXX at XXXX XXXX  In this case, the account closure typically takes XXXX business days, not counting the date the request was made. Once the account is closed and we have completed your last transfer, you will receive an account closure letter via your communication preference. 

Sat, XX/XX/XXXX at XXXX XXXX  Are there any other questions about your account I could answer for you or anything else I can help with today? 

Sat, XX/XX/XXXX at XXXX XXXX  XXXX has left the chat the account was closed due to the cd maturation and was an automated request so if the account was closed on XX/XX/XXXX can I be sure the money will be there on XX/XX/XXXX. need cash to be there to schedule a payment for XX/XX/XXXX Sat, XX/XX/XXXX at XXXX XXXX  Transferring to a XXXX Sat, XX/XX/XXXX at XXXX XXXX  You are now connected to XXXX XXXX Morning! I hope you're having such a lovely morning! I'll be happy to answer any question you have today. 

Sat, XX/XX/XXXX at XXXX XXXX  I'll check that out. 

Sat, XX/XX/XXXX at XXXX XXXX  Are you still with me? 

Sat, XX/XX/XXXX at XXXX XXXX  XXXX has left the chat Conversation ended On Monday XX/XX/XXXX, called XXXX customer service and discussed with Service rep again that I have not receive funds. She said that I should wait and I asked if I could be provided more information because my bank XXXX Bank XXXX XXXX XXXX had asked if I could try and put a trace on the ACH and get more information on that actual transfer. She asked to put me on hold to speak to her supervisor and I agreed. She came back on and told me her supervisor said to wait and that the funds should be there before end of day or next morning. She said there was not any information available on the XXXX and that I was not authorized to received any information on the actual transfer. She said she could not access the information because the account was closed. 

XX/XX/XXXX at XXXX XXXX, we closed on the home purchase with the funds pending and put our son up in airbnb until we could get the funds transferred and get access to house as he was already moved out of his apartment. 

We visited bank XXXX XXXX location and they said there was not any evidence of funds on hold or received from XXXX. 
after arriving home I logged into XXXX account and started inquiry on line again : Hi! Tap " Get started '' to begin. 
Wed, XX/XX/XXXX XXXX XXXX  recently closed out cd and funds have not been received. says it was internet transfer to my checking account initiated on XX/XX/XXXX. When should I expect the funds XXXX XXXX  Thanks for chatting with us. Someone will be with you as soon as possible. Note : This chat will be recorded and monitored. Please do not include sensitive information unless requested. By continuing you agree to our Privacy Policy : https : //www.marcus.com/us/en/privacy-policy XXXX XXXX  Transferring to a XXXX XXXX XXXX  You are now connected to XXXX Hi XXXX Thank you for chatting with us today. My name is XXXX, your XXXX account XXXX. I'll be more than happy to assist you today with tis transfer inquiry. 

XXXX XXXX  Thank you so much for taking your time and sharing that information with me. 
In such a case, transfers are subjected to additional review and XXXX take up to XXXX business days ( excluding holidays/weekends ). If your transfer is subjected to additional review from the external bank, you should expect the funds availability within XXXX business days. 

XXXX XXXX  what would cause the " additional review ''. was this an ach payment? 
XXXX XXXX  it has been XXXX  days as of today XXXX XXXX  and my understanding is I would be notified by the bank if a review was required XXXX XXXX  the sender bank XXXX XXXX  All transfers are subjected to review. When you initiate a transfer, in order for it to be in your account on a secure way, they need to complete a review process, which is completed within these XXXX business days. 

XXXX XXXX  Does this answer your question? I want to make sure you feel fully supported. 

XXXX XXXX  XXXX XXXX is idle Is there anything else I can assist you with today? XXXX here to help with anything you need. 

XXXX XXXX   Due to inactivity, XXXX XXXX is leaving the chat XXXX has left the chat not really but this definitely should be better communicated as I initiated this a week ago and I need this money for a closing XXXX XXXX   XXXX XXXX has returned Transferring to a XXXX XXXX XXXX   You are now connected to XXXX Hello. Thanks for chatting in with us today. I'd be happy to look into this for you. Please give me a moment to review your account. 

XXXX XXXX   someone just closed my chat after less than XXXX min XXXX XXXX  so I am waiting on money for a closing XXXX XXXX  Please hold a moment while I look into that for you. 

XXXX XXXX  An outgoing XXXX transfer can take XXXX business days to leave your XXXX account. Each bank is different, and it could take longer for your external bank to receive and process the funds. Please call your external bank if you'd like to learn more about their funds availability policies. 

XXXX XXXX  it has been XXXX  days and now will be 5 days as of tomorrow XXXX XXXX  and we need to know status XXXX XXXX  XXXX bank has been contacted but they don't have traceability as you probably know- that is reserved for the SENDER bank - which is you XXXX XXXX  the money is not on any type of secure hold by our bank XXXX XXXX  we checked yesterday and today XXXX XXXX  Thank you for waiting. After a further checking, I can see that the transfer was unsuccessful. The external account is under your name? 

XXXX XXXX  Thank you for waiting. After a further checking, I can see that the transfer was unsuccessful. The external account is under your name? 

XXXX XXXX  yes XXXX XXXX  XXXX XXXX XXXX XXXX XXXX  you are saying it was unsuccessful and I was not notified XXXX you for waiting. After a further checking, I can see that the transfer was unsuccessful. The external account is under your name? 

XXXX XXXX  yes XXXX XXXX  XXXX XXXX XXXX XXXX XXXX  you are saying it was unsuccessful and I was not notified XXXX XXXX  can we wire the money instead XXXX XXXX  I can provide the bank info XXXX XXXX  if I can be sure this is secure XXXX XXXX XXXX XXXX XXXX  you are saying it was unsuccessful and I was not notified XXXX XXXX  can we wire the money instead XXXX XXXX  I can provide the bank info XXXX XXXX  if I can be sure this is secure XXXX XXXX  I do apologize but the transfer was unsuccessful. We can provide you with more information over the phone. At your convenience, you can call us toll-free at XXXX, XXXX hours a day, 7 days a week. 

Spent several more hours on XX/XX/XXXX with XXXX customer service. XXXX talked to XXXX who confirmed that the ach payment failed and she stated that on XX/XX/XXXX a request was made to issue check. We did not receive any notification and were not provided any choice as to the form of payment or ability to provide information for XXXX. Asked for supervisor and talked to XXXX who assured us that a check would be sent overnight and had been " expedited ''. Case number provided was XXXX. He said that if we called back in the morning we could get a tracking number for the check. We also requested a call back from the next level management the next morning but this was never received. 
On XX/XX/XXXX after still not receiving any information or funds we called ( conf call with my husband and myself ) and talked to XXXX who provided a tracking number XXXX and said it was a XXXX number. we tried looking this up while on the phone with her with no success. She then said sometimes the tracking was XXXX. We could not pull it up. Finally my husband tried XXXX and was able to pull up the tracking- all it said was that the label was created and the package was not yet received by XXXX. ( This was around noon on XX/XX/XXXX and as of right now XX/XX/XXXX XXXX XXXX  there has been no change or update to this information. ). We asked to speak to supervisor and we then talked to XXXX for another XXXX minutes where he said he could not provide more information ( check number or that check had actually been mailed ) and said typically checks take XXXX business days and since this is expedited it should take less than that. We explained that this is not acceptable given that we needed these funds for a closing. He said he would make a note in the file and expedite request that we were using funds for closing and it was urgent. We asked about getting the funds wired or ach and putting stop on the check. He said we could do this but it would involve reopening the cd account, refunding the account and then closing again before any transfer could be initiated. He was not able to answer how long this might take. At this point we began initiating other transactions required for funding our closing since we were not getting any definitive answers on receiving our funds. 
On XX/XX/XXXX we were forced to update the closing and increase the loan amount needed due to this issue. We are hoping the closing reschedule does not fall through but no guarantees and we are under extreme stress and concern over these events.

checking UPS site for tracking shows label created on XX/XX/XXXX but the " we have your package '' is not indicated.

Company response to consumer: Closed with explanation