Consumer complaint received 2026-06-10 00:00:00
Product: Checking or savings account — Savings account
Issue: Opening an account — Didn't receive terms that were advertised
Company: GOLDMAN SACHS BANK USA
State: IL

Complaint narrative:
On or about XX/XX/year> I attempted to open a joint savings account with Marcus Bank in order to take advantage of a quarter percent interest rate bump because of a referral by a friend and to take advantage of a {$750.00} cash bonus if I funded the account within 10 days of opening it with {$50000.00} and kept the money on deposit for 90 days. There was a deadline to get the account open. I couldn't get the joint account opened and called XXXX customer service for assistance. They referred me to XXXX credit card because they couldn't get the account to open either. I called XXXX and they tried to do something to solve the problem and I was told to try again the next day. I did that and I couldn't get the joint account opened. I then decided to open the account in my name alone, to take advantage of the higher interest rate and the cash bonus of {$750.00}. I opened the account in my name alone on XXXX XXXX and funded the account on XX/XX/XXXX with {$50000.00}. Meeting the requirements of funding the account within 10 days. During my conversation with XXXX customer service I verified that I would receive both the interest rate bump and the cash bonus. I was told that I would. Fast forward and I am now told that I didn't do something to get the cash bonus at the time I opened the account and that I wouldn't receive the {$750.00}. Why would I choose not to take advantage of a {$750.00} cash bonus when I opened the account? Why do they require an additional step, is it to take advantage of consumers and obtain the deposit without having to pay the bonus? Today XX/XX/XXXX I called their customer service and discover what was going on with this error. At XXXX XXXX on XX/XX/year> I spoke to a XXXX who put me on hold and never returned to the call sending the call to a customer service satisfaction survey. I called back at approximately XXXX XXXX and went through the whole thing with XXXX a representative of XXXX. She put me on hold as I asked to speak to a supervisor. XXXX came on the line and explained to me that I didn't open the account correctly and that the offer has now expired. I didn't know that I didn't do something right when I opened the account, I depended on their promotion material and the excitement that it created in order to maximize the return on my deposit money. Again I ask why would someone not take advantage of this cash bonus offer., why do they make it difficult to obtain it. Why did their customer service reps not tell me to make sure I take the extra step when opening the account to obtain the cash bonus. XXXX had someone review the phone conversation from the opening fiasco and that person called me back on XX/XX/XXXX late afternoon and told me that I didn't open the account correctly and I wouldn't receive the cash bonus. Frustrating! What I also found interesting in that exchange when the call started this XXXX from XXXX told me that the call would be recorded. She said she heard something and questioned me if I was recording the call, I told her no and asked why. I was told that I can't record the call and they I questioned why can the big bank record the call but me the consumer can't record the call to be able to refer to it later. The big bank vs the little guy consumer trying to maximize his return on his money. I felt I did everything correct and I should receive the bonus.

Company response to consumer: Closed with explanation