Consumer complaint received 2025-03-04 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: FL

Complaint narrative:
I had a CD maturing on XX/XX/XXXX/XXXX After maturity date the CD gets rolled over but there is a 10-day grace period to withdraw funds. 
I contacted Marcus by Goldman Sachs on XX/XX/XXXXXXXX by phone and provided clear instructions to close the CD and transfer funds to my nominated account. I was given the confirmation that this action was performed and received notification of funds transfer. 
On XX/XX/XXXXXXXX I received an email requesting to contact Marcus by Goldman Sachs about my instructions. I did so on XX/XX/XXXXXXXX and was told there were security concerns and some information needed to be verified. 
I did so and was once again told that the funds were going to be wired and received written confirmation to that effect. 
I also received a confirmation email that my account with Marcus by Goldman Sachs was then closed. 
This turned out to be false and misleading information because the account remained open and Marcus by Goldman Sachs retained my money. 
I only discovered this on XX/XX/XXXXXXXX when I needed my funds for a transaction and they were not there. I contacted Marcus by Goldman Sachs and realize that a. the account was not closed, and b. that the funds were still in their possession and no transfer was performed. 
I discussed this with several people for about 1.5hs. I was told that there was another security concern, and I was asked to identify myself again and confirm all the information already provided on XX/XX/XXXXXXXX. 
I was then put to another person who told me that since the CD was rolled over to a new one and because the transfer was not acted upon, if I wanted my money I had to agree to an early withdrawal penalty fee, this undisclosed. 
I rejected this since my instructions were clear, they were executed within the stipulated grace period, and there were confirmed by Marcus by Goldman Sachs both verbal and in writing. I record all my conversations. 
I was told that I need to apply for a waiver of the penalty fees, and that it will a take a further 2-3 days to resolve. I asked for my money to be wired immediately as it was way overdue and was not given any solution.

I also disputed subjecting myself to any sort of arbitration and to let someone decide if I will pay a penalty or not, since there was no penalty to pay because instructions were given and I was told those were executed, when they did not, and that had everything to do with Marcus by Goldman Sachs negligence and breach of fiduciary duties and nothing to do with my obligations as a customer.

The person I spoke to last suggested me to talk to her supervisor. After a considerable wait this same person told me that her supervisor told me to give me full assurance that the matter will be resolved in my favor and my funds were going to be released with no money taken off them.

At this stage I was convinced that was another lie and that a further delaying tactic not to give me my funds back.

To date, Marcus by Goldman Sachs still has my money. Those funds were needed for an urgent matter and to meet a commercial obligation to which I will pay a penalty for not performing. 
A basic online search reveals that this company utilizes this tactic frequently and there are hundreds of customers affected by these same delaying tactics. 
I was also the victim of this same situation on XX/XX/XXXX when they entangled me in a fine print situation and I had to leave the funds for an entire extra year or face penalties. 
This year I made certain to act within my rights and the conditions and terms of service, and I still got swindled.

Marcus by Goldman Sachs is acting like a pyramid scheme. They do not have the money to pay their customers. They are FDIC insured however, and claim to be.

They are acting like a rogue enterprise and need to be reigned in.

I am asking CFPB to intervene, not only on my behalf, but also for all other customers that are being victims of this blatant disregard for the rules, also an enormous breach of trust for the entire banking system.

This has been going on for years apparently, I just realized it now I am facing the same problems hundreds of people before me were subjected to.

These are my life savings, and I am retired for health reasons.

I request a thorough investigation of this company, and the sternest of sanctions.

Thanks

Company response to consumer: Closed with explanation