Consumer complaint received 2025-07-22 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: OR

Complaint narrative:
XX/XX/XXXX I called Marcus by Goldman Sachs to find out how to access my {$140000.00} for the down payment for my house I am buying and was told it would be fast and easy and to let them know when I knew the exact amount. 

XX/XX/XXXX I called XXXX  to transfer my funds to my checking acct at XXXX XXXX XXXX. Marcus  said they dont transfer funds to that credit union XXXX I asked for a list of banks that they would transfer to. Multiple employees of Marcus said no such list exists. Finally, they said they could mail me a check and so I agreed to that. 

XX/XX/XXXX or XX/XX/XXXX I called to find out more about when the check would arrive. Marcus said in XXXX business days. They said if I was not there to sign for it, they would try to deliver it a second time two weeks later. I said that wont work because it will be past my closing date of my new house. I asked them if they could mail my check to the title company. No, they would not. So I had them cancel the check because I couldnt sit home for XXXX days, missing work, to be there waiting to sign for the check. 

XX/XX/XXXX I opened a checking acct aXXXX XXXX XXXX XXXX  because Marcus said a bigger bank than my credit union would probably accept my transfer. 

XX/XX/XXXX I called Marcus to transfer my money to my account at the biggest bank in the nation, XXXX XXXX XXXX, and they said they couldnt do a transfer of my money because of some rule or law deemed it too fast a movement of money after just cancelling a check. I spoke with XXXX, XXXX, and XXXX but none could transfer my money. Their notes will likely say I screamed, cried, and swore, demanding my money, because I did. 

XX/XX/XXXX I called again and was told that I could log onto a Marcus, click external account and instantly transfer my money through XXXX. Somewhere along the line someone said they would do two small deposits into my B of A account to insure it was the correct account. Five days later no deposits have been put into my account. 

XX/XX/XXXX I called Marcus again. After talking to multiple supervisors, a nice southern gentleman said he would transfer my funds. First, he had to verify an {$80000.00} check I wrote in XXXX ( after I sold my home and that was the profit. ) He got a representative from XXXX XXXX XXXX on the line who verified that the funds written on a XXXX XXXX XXXX XXXX had indeed come from XXXX XXXX XXXX. The man went through all the account info, and read me the things required and assured me the transfer of {$140000.00} would be in my B of A account within XXXX business days. That was a XXXX and a half hour call. 

XX/XX/XXXX Having been XXXX days and no deposit, I called Marcus to just check on the progress. I spoke with XXXX, XXXX XXXX, and XXXX. XXXX was the top of the supervisor chain and told me my account had been flagged and the transfer could not be completed due to the funds not being in the bank long enough. 

I pointed out to him that the $ XXXX was deposited XX/XX/XXXX, over XXXX months ago. I pointed out that the previous deposit had been XX/XX/XXXX and surely that was enough time for my checks to clear. Oddly enough he was willing to release my most recent deposit, $ XXXX back to XXXX XXXX XXXX, but only in the form of a check, as that is how they had received the funds. And we were back to the original problem of me not being able to stay home for days waiting for the check and possibly not having my money for the closing date of my house, XX/XX/XXXX. 

He transferred me to XXXX who, surprisingly, said she could close my larger account and transfer all of the {$140000.00} to my to XXXX XXXX XXXX. I highly doubt this will happen as numerous previous Marcus people tried and could not complete the transfer to my checking acct at XXXX XXXX. XXXX said he would investigate why they can not release my funds. I fear I will not get the funds in time, by XX/XX/XXXX, for the down payment of my house that I have worked so hard to acquire in a very difficult housing market. This feels like some XXXX XXXX nightmare.

Company response to consumer: Closed with explanation