Consumer complaint received 2025-06-28 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: GOLDMAN SACHS BANK USA
State: IL

Complaint narrative:
I opened an online savings account with Marcus Bank on XX/XX/year>, and I linked two other savings accounts on their website to initially fund my new account. On XX/XX/year>, I initiated a small transfer from my Marcus savings account into a newly linked checking account in my name. Marcus Bank declined the transfer and left me messages to call them back. When I returned their call, I was told that the transfer was declined because this was a new savings account and because it was also a newly linked account. However, I could transfer the funds back to the bank that my initial deposit came from. I transferred the funds successfully to the this bank later that day. 

On XX/XX/year>, I randomly received several voicemail and email messages saying that Marcus Bank needed to talk to me about my account. I called them back and talked to a representative named XXXX. He explained that they needed to " verify the linked accounts, '' which I explained was done when I did the trial deposits. He insisted that I get on a 3-way call with the other bank to make sure that they " have the correct information. '' I found this request unreasonable and told him so. He insisted that they needed to verify this information, and I told him that I wanted to close my account. He told me that my account is currently locked and the only way to unlock the account would be to verify the information with a 3-way call with the other bank. He connected a third party on the call, and I was unable to actually verify she was a representative from the other bank. The other representative then asked for my Social Security Number. I said I would not provide that information because I have no way to verify that she was actually a representative of the bank and I was concerned about fraud. She left the call, and XXXX said he would escalate my concern and request to close the account, but I never heard back. 

On XX/XX/year>, I submitted a request to close my account online. This request was denied by Marcus Bank, and I received several emails and voicemails to call them back. 

On XX/XX/year>, I called Marcus Bank back and talked to a representative named XXXX. I explained that I wanted to close my account because I am unhappy with the bank and that they blocked me from withdrawing any money. I further explained that they need to make my money available in accordance with law, and this block was also unethical. He sent me to a transfer specialist named XXXX. She told me that she would be able to close my account and send me a check for the balance, which should arrive on or about XX/XX/year>. 

Over the next several days, I logged into Marcus 's site, but the money remained in my account. On XX/XX/year>, I received an email that my statement preferences changed, which I never initiated but assumed was part of the closure process. On XX/XX/year>, I received a second statement preferences change email, and I attempted to log into Marcus 's site, but my access was blocked. I immediately called Marcus Bank and talked to XXXX. I explained the situation again, and he claimed that they had no record of closing the account or getting a check sent to me. He claimed that they now put a fraud block on my account, and he made disparaging remarks about the competing bank where I was trying to send my money. I immediately questioned the legitimacy of this bank and their willingness to work with me, and so I asked for a supervisor. I talked to XXXX, who said they would close the account " for me '' and send me the money via ACH to the bank that used to originally fund the account. Unfortunately the account got unlinked from my Marcus account, and I would need to do the trail deposits again. 

The trial deposits posted on XX/XX/year>, and I called Marcus to again close the account. I talked to XXXX, who initiated the transfer and closed the account. The entire balance posted to my original savings account the next day, and I received a closure confirmation from Marcus via email on XX/XX/year>. 

Marcus Bank is eager to take your money, but it seems like they will do whatever it takes to deny your access to your money- including asking for 3-way verification phone calls with other banks and intentionally putting targeted fraud blocks on your account. They are also not making funds available in accordance with Regulation CC. I am happy that I finally received all my money from Marcus and successfully closed this account, but this process took several hours on the phone over the course of nearly a month. I write this complaint to expose their unethical business practices, in hope that this warning will prevent other consumers from having to deal with this, too.

Company response to consumer: Closed with explanation