Checking or savings account -- Managing an account -- Complaint #10518435

Complaint Overview

Complaint ID: 10518435

Company: Goldman Sachs Bank USA

Product: Checking or savings account

Sub-Product: Savings account

Issue: Managing an account

Sub-Issue: Deposits and withdrawals

State: Florida

ZIP Code: 344XX

Date Received: 2024-10-20T12:00:00-05:00

Date Sent to Company: 2024-10-20T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

In XXXX of XXXX I had tried to transfer money from my Marcus savings account at Goldman Sachs to an external account at XXXX XXXX. It was a small amount and generally would be transferred in a day or two. The never transferred from Marcus to XXXX but I did see that the transaction was reversed ( or didn't go through ). I didn't really think much of it and funded my money from a different account and went on with life. Fast forward to about XX/XX/year> and I saw that my account at XXXX XXXX XXXX XXXX charged me for an insufficient funds fee when I had a monthly payment deducted from that account but didn't have enough money to cover it. Upon further investigation I realized that Marcus by Goldman Sachs hadnt sent my pre-existing setup monthly transfer from Marcus to XXXX. I called Marcus to let them know about this issue I saw and they told me my account was frozen. I said how can you freeze my account without notifying me about it by making a warning message or alert when I logged in to their account online either via web or their app. They couldn't explain it other to say " we called you but you didn't answer ''. I told them I never received a call and didn't think it was right they could freeze my account without making me aware of them doing that since I had been a customer for many years and I had a monthly transfer setup to XXXX for about 1-2 years without prior issues. I asked them to refund my fee from XXXX since it was their fault they didn't transfer my money. They asked me to get the following information and mail it to them, which I did : Statement, my last name, purpose of fee, etc Goldman Sachs bank USA XXXX XXXX XXXX XXXXXXXX XXXX XXXX Case : XXXX ** Mailed on Tuesday XX/XX/year> from XXXX XXXX They ended up denying my request for reimbursement. I called them up and asked them why and they said " because we had called you ''. I reiterated to them that I never received a call nor did I see any warnings, statements, us mail or alerts that my account was frozen. They said sorry this decision was final. I voice my frustration with the person on the call but literally felt like Goldman Sachs is making XXXX of dollars in their banking services but can't even refund a long time customer for a fee that was the direct result of an action they took on my account without successfully notifying me of an issue. Today, months later, I was watching a XXXX show about a bank called XXXX and people being scammed and they suggested to contact the XXXX XXXX for help. I thought maybe there is something like that in the USA where I can get help and did a search and found the CFPB.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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