Consumer complaint received 2025-09-04 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: GOLDMAN SACHS BANK USA
State: MA

Complaint narrative:
On XX/XX/XXXX, Marcus by Goldman Sachs closed my online savings accounts ending in XXXX and XXXX without my consent. The savings account ending in XXXX had a balance of {$1000.00}, which has not been returned to me despite nearly a year of repeated calls and case submissions. 

Since XXXX, I have called Marcus at XXXX many times. Each time I passed security ( SSN, DOB, secret word, etc. ), then was transferred to a separate line where I had to pass security again ( including more than six security questions ). I was assigned new case numbers and told the money would either be returned to my original funding account or sent by check to my mailing address within 710 business days. The funds have never arrived. 

Key dates and case numbers : XXXX XXXX XXXX XXXXXXXX  : Told both accounts were closed and money would be sent to linked account. No funds received. 
XXXX XXXX XXXX XXXX XXXX Spoke with representatives ( XXXX, supervisor XXXX ). Case numbers : XXXX ( funds not sent ), XXXX ( XXXX not sent ). Again told funds would be returned in 110 business days. Nothing received. 
XXXX XXXX XXXX XXXX  : Supervisor XXXX transferred me to another department. Supervisor XXXX confirmed check for {$1000.00} had been printed and mailed. No check ever arrived. Case number : XXXX. 
XXXX XXXX XXXX XXXXXX/XX/XXXX : Received letter denying claim. Called again, spoke with XXXX, who admitted she was not actually a supervisor. She confirmed that the system shows a check was printed and mailed, but also confirmed the funds are still within XXXX. Case number : XXXX. 

Ongoing ( XXXX XXXX ) : Despite passing security multiple times and providing case numbers, I have been repeatedly told to wait for updates that never arrive. On XX/XX/XXXX, after again having to pass security twice and being put on hold multiple times, I was told that additional documents would be sent to me by mail that I would have to sign and return. I declined, since the money is rightfully mine and should be returned without unnecessary barriers. I had already been promised multiple times that the money would be returned either to the funding account or via check to my home mailing address. 

In addition to the withheld funds, I never received my XXXX  IRS Form 1099, which I need in order to file taxes. Marcus said it would be sent to me, but it never was, leaving me unable to comply with tax obligations. 

At present : * My {$1000.00} has not been returned after nearly a year. 
* I have not received my XXXX  1099 tax form. 
* Marcus acknowledges on multiple calls that a check was printed and mailed, but also that the funds are still within Marcus, which is contradictory and unresolved. 

I am requesting immediate resolution : * Return of the {$1000.00} account balance to the linked external bank account ( XXXX, XXXX  ; acccount ending : XXXX ) ; if not possible, by check to the mailing address on record ). 
* Payment of the interest that would have accrued on this balance at Marcus published savings rate from XX/XX/XXXX ( the date my account was closed ) through the date of repayment, to the linked external bank account ( XXXX XXXX ; acccount ending : XXXX ). If that is not possible, the funds should be sent by check to the mailing address on record without requiring me to complete unnecessary or additional documentation. 
* Delivery of the missing XXXX IRS 1099 form via email to the email address on record ; if not possible, to the mailing address on record. 
* Written confirmation from Marcus by Goldman Sachs that my account has been fully resolved, my funds ( and accrued interest ) have been returned, and that no further action is required on my part, via email to the email address on record ; if not possible, to the mailing address on record. 

Despite repeated efforts, Marcus has failed to return my money or provide required tax documentation. This has caused me financial harm, unnecessary stress, and potential tax compliance issues.

Company response to consumer: Closed with explanation