Consumer complaint received 2025-04-12 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: GOLDMAN SACHS BANK USA
State: NY

Complaint narrative:
Dear Sir or Madam, I am writing to formally file a complaint regarding the unauthorized closure of XXXX accounts under my name and my fathers, the resulting loss of access to funds, and the mishandling of my account authority despite valid authorization being on file. 

Account ending in XXXX : This account was closed without notice or permission on XX/XX/XXXX. Prior to the closure, a debit of {$440.00} was made. I had full authorization from my father, which was granted in XX/XX/XXXX, allowing me complete access and decision-making authority. This authorization was used multiple times without issue until XX/XX/XXXX. After the account closure, I was no longer recognized as an authorized user, which prevented me from managing or accessing the funds. 

Account ending in XXXX : This account was closed on XX/XX/XXXX, again without any notice to me. My online access was suddenly blocked, and I was provided with an incorrect contact number ( XXXX ) instead of the correct one ( XXXX ). From XX/XX/XXXX through XX/XX/XXXX, I made numerous attempts to contact the bank. Eventually, I reached the credit card department and was transferred to the XXXX department, where I was informed that both accounts were already closed due to a suspected compromise. However, I had not been notified of this beforehand. 

I was then directed to open XXXX new accounts and was assured that the funds from the closed accounts would be transferred. To my surprise, no funds were transferred, and I was told the bank doesnt know where the funds are. I was instructed to contact the IRS or the state, which is both confusing and unacceptable. Furthermore, I had no access to either account for XXXX business days. 

Following this period, the bank reopened the accounts under the same account numbers, which raises further concerns regarding the supposed security risk. If the accounts were previously compromised, why would they be reopened with the same numbers? 

Additional Concerns : I was able to transfer funds from account XXXX to XXXX. However, I could not do the same with account XXXX because my authorization was inexplicably removed. I repeatedly voiced concern about the reuse of the compromised account number and requested that the savings not be exposed to further risk. These concerns were ignored. 

I also requested a transcript of the authorization on file and communications between the bank, myself, and my father, with the help of a XXXX interpreter. I was told this was not possible. When I attempted to file a complaint or dispute, I was told the bank could not provide a dispute or complaint number. I was then instructed to have my father call. The bank advised that no interpretation services were available. 

This is not acceptable. I had full authorization from my father for nearly a year, and after the bank mistakenly closed the accounts, that authorization was erased, making me powerless over my own savings. This situation has caused significant confusion, distress, and wasted time. 

I respectfully request the following : A full investigation into the closure of both accounts. 

Immediate transfer or release of the remaining funds.

Reinstatement of my authorization per the original agreement with my father. 

A written summary of all actions taken on both accounts. 

A transcript or summary of calls and records between the bank, my father, and myself. 

A formal complaint/dispute reference number. 

Assurance that my concerns regarding account security have been documented. 

Interpreter services for future conversations involving my father, who is not fluent in XXXX. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation