Checking or savings account -- Managing an account -- Complaint #9046729
Complaint Overview
Complaint ID: 9046729
Company: Goldman Sachs Bank USA
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: Washington
ZIP Code: 98030
Date Received: 2024-05-19T12:00:00-05:00
Date Sent to Company: 2024-05-19T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
I noticed my account was frozen earlier in the year. I called Marcus.com in late XXXXearly XXXX to unfreeze, the agent said my phone number is not in my name so they cant unfreeze my account, which is not true. XXXX is the only number I have ever used and its always with my name with XXXX. They said they are not able to send a SMS verification code to my phone number. They then offered to mail me a notarized affidavit to fill up which was the only thing they said they can do. They promised it would be delivered 5-10 business days. Its now end of XXXX, its been XXXX, nothing was delivered. Today I called Marcus.com again, a different set of agents went through the same scripts again, told me the same thing that my phone number is not in my name. The agent could not escalate the case, she does not have any direct contact or email address, she can not provide a contact in her back office that can ensure my case is being addressed and resolved, the only thing she can do is to submit a complaint for me and asked for another notarized affidavit, but that needs another XXXX business days to approve it before they even send it out to my address. At this point Im losing my patience, I cant trust them any more. They promised me in XXXX but nothing ever was delivered. I asked about if they have local branch I can visit in person. They said they dont have local branch. They can not expedite notarized affidavit and said because no one uses emails at Marcus. After the call, I went to T-Mobile store and explained the situation, T-Mobile has no idea what this bank means by name on the number. Again, I have had this number for XXXX years without a single issue and this is my only number I ever used. I have all the legal document from passport, XXXX card, social security, etc, anything they need to prove my identity. I need this to be resolved as soon as possible because I need to access the money in the account. Please help!!
Frequently Asked Questions
What is Complaint #9046729 about?
Complaint #9046729 was filed against Goldman Sachs Bank USA regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2024-05-19T12:00:00-05:00.
How did Goldman Sachs Bank USA respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Goldman Sachs Bank USA?
Yes, visit the Goldman Sachs Bank USA company profile at readthecomplaint.com/company/goldman-sachs-bank-usa to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.