Consumer complaint received 2026-06-02 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: PA

Complaint narrative:
On XX/XX/year>, I opened a new savings account ( Marcus ) to replace my previous savings account at another banking institution ( XXXX ). On XX/XX/year> all funds were transferred from XXXX to Marcus. On XX/XX/year> my XXXX savings account was closed. On XX/XX/year> I linked my checking account at a different bank After this, I provided all security information to verify the names on my checking account match my Marcus savings account. ... Some transfers were made from checking to Marcus savings and some transfers were made back to checking from Marcus. The problems started XX/XX/XXXX.. On XX/XX/year>, I initiated 2 transfers from Marcus to checking account. This was over the XXXX holiday weekend. I received emails acknowledging my scheduled transfer requests. On XX/XX/year> at XXXX ET, I received 2 emails acknowledging Marcus received my transfer requests. On XX/XX/year> at XXXX ET, I received a phone call from the Marcus security department needing to verify additional information before the transfers would be approved. We had a 3-way phone call with XXXX to confirm that my funds source account was closed on XX/XX/year>. The Marcus rep acknowledged this and noted in my account stating everything should be cleared from this point forward since the source account was confirmed closed, the only option to send funds out to would be my external linked checking account where other funds have already been sent to and received from without issue. These 2 transfers were approved and sent later this day. On XX/XX/year> around XXXX ET, I initiated 2 more transfers out from Marcus to my checking account. I never received any email confirmations of the scheduled transfers like previously. Later around XXXX, I called in and spoke to a rep that confirmed everything was good and the transfers should go out and be there by tomorrow. On XX/XX/year> at XXXX ET, I called in to find out what was happening to my transfers since I still never received any email confirmations nor received the funds. I spoke to a rep ( XXXX ) in the security department who acknowledged the notes on the account indicate the source account was closed. She proceeded to do a soft credit pull to ask me additional security questions such as what address ( es ) I have been associated with in my past, etc. She verified all information and confirmed everything was successful and my transfers should go out later today. At XXXX, I received emails indicating that my fund transfers could not be processed. At XXXX, I called back in and spoke to XXXX XXXX the security department. He verified everything from the security point of view, acknowledged my source account was closed and could not provide me a reason why my transfers were denied. I advised XXXX that I would like to close my account and asked if there was any issues with transferring the money out. I was informed that closed accounts are processed differently and there should be no issues. When closing my account on the website, it provided me the current balance along with interest for 1 day. It only allowed me to transfer the funds to the external linked checking account. I did not see any option for a wire transfer or anything else. XXXX confirmed the account was closed on the backend and the website indicated as such ; however, I still have not received any emails related to closing the account or transferring the funds out. I am concerned these funds will be held without proper reason after passing all security checks and proving the source account was closed and the only available account I have to transfer funds to is my checking account.

Company response to consumer: Closed with explanation