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I transfered $65,000 to Marcus in July and I wanted to transfer $40,000 back to my BOA account on mid Sept. Then Marcus locked my account for no reason and I had to call them. First, they told me they would need to send me an OPT next day. Then next day they told me that's a wrong information, they would need to send me an AOI form which I will be receving in 7-8 business days. After 8 business days, I still didn't receive it. I called again and they said that's again a wrong information, the estimated time is 10 business days. Then I asked if I could just close my account, they said yes and it would be completed in 3 business days. Again, another phone called me saying that's another wrong information. Then another person called back and said she could remove the restriction and send my money back, she then transfered me to another specialist. Once again, the specialist said that's again a wrong information. They cannot do it before they have the AOI. The problem is I did not receive it and the only help they provided is making me wait for more days. I couldn't understand how could the employees be so unprofessional and so not helpful. I seriously need that money to pay my tuition fee and I am now borrowing $40000 from my friends for it, which couldn't last long. The consistently wrong information they provided to me made me so frustrated and I am now under extreme mental stress worrying about the potential outcome and the maximum time I could wait for it is a week. There is no way I could survive longer than this without money. Marcus does not care about my situation and they continue to lock my account for longer and longer even though I am trying to get my money back. I strongly suspect they are doing this deliberately because of their poor cashflow.
Desired outcome: I want my money back, I want to close my account and get my money back immediately (not waiting 1 month for the AOI form).
I tried to transfer fund from my Marcus by Goldman Sachs account to another one on 11/24/23. It was reversed. My account was also locked afterward. Then I called Marcus's customer service number on many occasions. Each time I was told my account is under review and I would call back in 1-2 days. My situation is I am traveling overseas often. Marcus cannot verify my phone number. Specialists sometimes told me there was nothing they could do given my situation. Sometimes they said the case was under review and I had to wait for 3 days to call back. I got emails to call back. Then I was told to wait for another 3 days. Their customer service keeps giving conflicting, unhelpful info. I still cannot access my deposit after three weeks. I felt frustrated with the poor service of this organization. I do not see any help from their customer service to address the issue.