Consumer complaint received 2024-11-28 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
Marcus by Goldman Sachs is refusing to let me withdraw money or close my savings account. I have {$36000.00} in the account, which is all my savings. I have {$1100.00} outside Marcus, which is not enough to pay rent. I have not been able to get an official answer as to why this is happening, such as getting the information by email or getting the transcripts of the calls. The information that I have been getting on the call with customer support is inconsistent. Customer support provided following information - The money is not tied up. I should place the transfer again and it will go through. 
- There is a security hold on the account. Now that the customer support lifted the hold I should place the transfer again and it will go through. 
- It is impossible to withdraw the money to a different account. Since I deposited from XXXX XXXX and trying to withdraw to XXXX, the transfer was declined. Once I explained that the XXXX XXXX account is closed ( i am using the XXXX  account now ), they left a note about this in the system. I should place the transfer again and it will go through. 
- It is impossible to withdraw the money to the XXXX  account. However, they will be able to send me a physical check instead. 
- The money is tied up due to " quick money movement ''. That is, since I am only trying to withdraw 70 days after the money has been deposited, it is impossible to withdraw the money. However, they have left a note about my case in the system and clarified everything. I should place the transfer again and it will go through. 
- The transfer does not go through because they need to verify the XXXX XXXX account is indeed closed. However, now that they have verified it, I should place the transfer again and it will go through. 


While the reasons Marcus is giving me are different every time, the transfer did not go through in any of these cases, whether to my bank account or via physical check. I have had 10 calls with customer support totaling XXXX hours and XXXX minutes. Many calls were a repetition of the previous call. For example, on one call ( XX/XX/XXXX ) they tell me that the transfer did not go through because they need to verify that the XXXX XXXX account is closed. They are unable to find information on the previous time we verified that the XXXX XXXX account is closed ( that was on XX/XX/XXXX ), so we verify this again with a XXXX XXXX representative and Marcus assures me that now the transfer will go through. On the next call ( XX/XX/XXXX ), they again tell me that the transfer did not go through because they need to verify that the XXXX XXXX account is closed. They assure me that I am wrong about the fact we have previously verified it. However, they assure me that *now* we have verified it with a XXXX XXXX representative, so the transfer will go through. The same happened on XX/XX/XXXX and XX/XX/XXXX. 


XX/XX/XXXX - opened a savings account with Marcus by Goldman Sachs XX/XX/XXXX - deposited {$100.00} from a XXXX XXXX account XX/XX/XXXX - deposited {$10000.00} from a XXXX XXXX account XX/XX/XXXX - deposited {$26000.00} from a XXXX XXXX account XX/XX/XXXX - closed the XXXX XXXX account XX/XX/XXXX - deposited {$2400.00} from a XXXX  account XX/XX/XXXX - attempted to withdraw {$3500.00} to the XXXX  account. transfer was reversed XX/XX/XXXX. 
XX/XX/XXXX - called customer support, who assured me that the transfer will go through now XX/XX/XXXX - attempted to withdraw {$2400.00} to the XXXX  account. transfer was reversed XX/XX/XXXX. 
XX/XX/XXXX - called customer support, who said they will send the money via check and that will go through. check never arrived XX/XX/XXXX - called customer support, who assured me the transfer will go through now. attempted to close the account and withdraw {$36000.00} to the XXXX  account. transfer was reversed XX/XX/XXXX. 
XX/XX/XXXX - called customer support, who assured me the transfer will go through now. attempted to close the account and withdraw {$36000.00} to the XXXX  account. transfer was reversed XX/XX/XXXX. 
XX/XX/XXXX - called customer support, who assured me the transfer will go through now. attempted to close the account and withdraw {$36000.00} to the XXXX  account. transfer was reversed XX/XX/XXXX. 
XX/XX/XXXX - called customer support, who assured me the transfer will go through now. attempted to close the account and withdraw {$36000.00} via check. transfer was declined XX/XX/XXXX.

Company response to consumer: Closed with explanation