Consumer complaint received 2026-05-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: GOLDMAN SACHS BANK USA
State: WA

Complaint narrative:
I am filing a formal complaint against Goldman Sachs Bank USA ( Marcus ) for engaging in Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) by enforcing arbitrary internal operational bottlenecks that function as an unreasonable barrier to asset liquidation during a time-sensitive real estate closing. The financial institution systematically utilizes " security and fraud prevention '' as a deceptive pretext to withhold fully authorized consumer funds after all identity verification protocols have been successfully completed. Timeline and Manager Misconduct : The Transaction & Verification : On XX/XX/year>, I initiated an authorized wire transfer of {$410000.00} from my Marcus account for a residential real estate purchase. Roughly an hour later, just after XXXX XXXX XXXX the Marcus security department called me to verify the transaction. I immediately engaged with their security team and successfully cleared 100 % of their identity and fraud protocols with a live representative. At that exact moment, all legitimate security and fraud risks were eliminated, and the transfer remained fully authorized by the account holder. Managers XXXX and XXXX : Despite full fraud clearance, I was subjected to institutional stonewalling. I spoke directly with XXXX XXXX on the line. XXXX XXXX was introduced via a callback. Both refused to execute or route a manual operational escalation to push the wire onto the Federal Reserve 's rails before the daily cutoff. They refused to provide operational transparency, instead defaulting to an unyielding " XXXX business days '' script loop. XXXX XXXX : I escalated the call further after a frontline representative put me on a prolonged hold to review the file. I was connected to XXXX XXXX in the final minutes before the XXXX rail cutoff. I explicitly requested that he bypass the standard processing queue to manually contact the Wire Release Desk, given that my identity was fully verified and a real estate transaction was on the line. XXXX XXXX repeatedly refused to take operational action, hiding behind the exact same " XXXX business days '' script loop. When called out for corporate gaslighting, he used a " brief hold '' tactical delay to stall until the daily XXXX window officially closed. Systemic Deception and Financial Harm : XXXX regularly escapes accountability by hiding behind " security '' clauses in consumer agreements. However, utilizing an arbitrary processing timeline as an unyielding barrier after a consumer has jumped through every security hoop is an abusive practice. Once fraud clearance is achieved, withholding funds is no longer a security measure ; it is an internal administrative failure. By refusing to manually release fully verified funds before the daily cutoff, XXXX operations and the specific managers involved directly exposed me to immediate breach of contract on a multimillion real estate transaction, delayed possession of a primary residence, and cascading logistical liabilities with scheduled moving entities. I request a full regulatory audit of the call audio, employee records, and internal system timestamps for Managers XXXX, XXXX, and XXXX on XX/XX/year>, to hold the institution accountable for using deceptive scripts to restrict consumer access to verified capital.

Company response to consumer: Closed with explanation