Consumer complaint received 2024-07-16 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: AZ

Complaint narrative:
On XX/XX/year>, I received the following email confirmation from Goldman Sachs Bank, i.e., XXXX by Goldman Sachs, that the XXXX XXXX transfer in the amount of {$1000.00} from my XXXX XXXX XXXX account had been successfully received. " This notice is to acknowledge you recently funded a new savings account on XX/XX/year>. Your Account is available to you XXXX hours a day when you log in at XXXX 

Thereafter, several attempts were made to access and transfer a modest amount ( {$50.00} ) from my XXXX account but all attempts failed. XXXX representatives advised to wait a bit longer, closer to the end of XXXX, to make account transfers. Subsequent efforts to transfer {$50.00} from my XXXX account equally failed. 

On XX/XX/XXXX, I contacted XXXX and was shocked to discover that due to an internal review of the account, Goldman Sachs had elected to close my account. The XXXX representative was unable to tell me the reasons for such closure but stated the bank would be sending me a letter regarding it. I asked when I would get my deposit back and was told to call back the following week. 

On XX/XX/XXXX, I contacted XXXX to find out when I would get my deposit back, but no one could provide an answer or figure out what was happening with my account. I finally spoke with a supervisor and told her that I just wanted my deposit back and if the bank had not yet initiated the formal closure of my account, then I wanted to do so. The supervisor apologized for the confusion and said she would initiate a closure of my account and file a complaint regarding my dissatisfaction with the situation. She said it would take XXXX to XXXX business days to close the account and get my deposit back. 

On XX/XX/XXXX, I contacted XXXX to confirm closure of my account and whether they had processed the return of my deposit. I spoke with XXXX different representatives over the course of an hour because no one could give me a straight answer regarding my account or my deposit. Finally, an account supervisor, XXXX, spoke with me and explained that the previous supervisor I spoke with on XX/XX/XXXX had neither initiated any closure of my account nor filed any complaint on my behalf. XXXX promised to do both and said it would take XXXX to XXXX business days to do so. I was obviously frustrated and asked whether there was anything else I could do or someone else I could speak with. XXXX said she would request an expedited review but could not provide any assurances of whether the review team would do so. 

On XX/XX/XXXX, I spoke with another XXXX supervisor, XXXX, who confirmed that XXXX had initiated the closure but also indicated that if the review team determined that the account warranted further review, it could XXXX business days!!! XXXX was unable to tell what would warrant such a further review but confirmed that if this happens, it could take another XXXX business days to close the account and return my deposit. XXXX suggested I call back in XXXX business days to check in on the status of my account. I informed her I would likely be initiating a complaint with the CFPB and BBB. 

Because I have been provided nothing but misleading and false information since my account was opened a month ago, I am filing the within complaint. The CFPB should be on notice of such arguably fraudulent business practices of Goldman Sachs. I am uncertain how long the bank intends to wrongfully withhold my deposit and thus appreciate any assistance regarding this situation. 

Thank you!

Company response to consumer: Closed with explanation