Consumer complaint received 2024-07-30 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: GOLDMAN SACHS BANK USA
State: AR

Complaint narrative:
XX/XX/year> - I used the app Marcus by Goldman Sachs to open a savings account. I've seen multiple family members and friends with this app, and I had been told that it is good and secure.

- I transferred from my regions savings account {$5000.00} into my new account Marcus account. 
- Everything seemed fine. 

XX/XX/year> - I tried to log into the app in the morning. After entering my credentials, I was presented a screen that said " We've temporarily locked you out of your account. Please call us to have it unlocked. '' - I called twice this day. I was told that my Marcus account " was closed '' and that they couldn't tell me specifically why. They said they would have someone reach out to me that could explain to me why my account was closed. 
- I was told that my money would be sent back to my original regions account in 8-10 days. I took the time to confirm the correct bank account on file. 
- Later that day, I noticed that I was sent an email at XXXX that my email preferences had be changed. This is where I began to think that I had been scammed... 

XX/XX/year> - I still had not receive a call to explain to me why my account had be closed, and my money still had not been transferred back into my regions account. So, I called again. 
- I was told that my Marcus account hadn't actually been closed yet. There was a hold on my Marcus account and it is queued to be closed. I was also told that I would be receiving a check for my money in the mail in 8-10 days, not a transfer back to my original account. 
- I was told, if I had not received a check by the end of the month, to call back. 
- I asked about the change in statement preferences at XXXX. I was told that it might be customary considering the closure of my account, but she wasn't sure. 

XX/XX/year> - I have yet to receive a check for the return of my money, so I called. 
- I was told that the restriction that prevents a check request had not been removed, so no check has been sent. This is the first I am hearing of a restriction. 
- I was told that the account still hadn't been closed yet, even though it has already been decide that it will be closed. The agent said that this has been known since XX/XX/XXXX. 
- Still, no one can tell me why my account was closed. 

- Next, I was told that I should not have been previously given a timeframe, because they do not actually know how long this process will take. The agent said that she would request to expedite the process since it is already decided that the account will be closed, and I have been waiting for 14 days. 
- I was told that when the account is actually closed, I will receive an " account closure letter '' in the mail, then I should receive a check for my money soon after. 
- I took this time to confirm my address on file. 

Honestly, I keep receive different information about how and when my money will be returned to me. I can't get any information on why my account was closed, so quickly. And every time I call, I find out that my account still hasn't been closed and that an attempt to return my money still hasn't been made.

Company response to consumer: Closed with explanation