In which state were you last based? Do you urgently need these funds in the next month? Did you ever buy any investment products through Marcus?
Given what you've said: file an online complaint with New York's Department of Financial Services [1] and the Office of the Comptroller of the Currency [2]. (You have no nexus with Utah. New York's DFS has teeth. I am assuming you lived in New York.)
Send a written letter (ideally with receipt confirmation) to Goldman Sachs [3]. Copy the DFS (yes, again), the FDIC [4], and Federal Reserve [5]. (No receipt confirmation needed for these.) Stick to the facts--the less emotion the better. Reference your last account statement, the withdrawal request (date and time, amount, confirmation number(s), et cetera), the dates and times you called and any other communications you made with Goldman, attempted or connected, and include a copy of your New York State ID. At the bottom of your letter, below the signature line, make note of everyone copied as you would in any formal letter.
Given Marcus's erratic behaviour and lack of communication unbecoming of a bank, there is a small chance there is cyber crime involved. Notify the FBI [6]. If you do, note it in your letter to Goldman.
[1] https://www.dfs.ny.gov/complaint
[2] https://www.helpwithmybank.gov/file-a-complaint/index-file-a...
[3] https://www.nmlsconsumeraccess.org/EntityDetails.aspx/COMPAN...
[4] https://www.fdic.gov/resources/consumers/consumer-assistance...
[5] https://www.federalreserveconsumerhelp.gov/about/after-i-sub...
I was last based in NY.
Yes, I do need these funds urgently (I am legally bound to buy an apartment for which the down payment is due in a couple of weeks, and if the transaction falls through I might be liable for 10% of the apartment price...)
I did buy a CD in the past (when I was still in the US) and early terminated it.
I doesn't seem like my case falls within the scope of a complaint I can raise to the FBI, but I will do all your other suggestions, thanks a lot for these.
Would it help to get the letter notarized?
Do you think I should also get help from a lawyer?
They tend to have zero tolerance policies for stuff like this so it is no surprise that they locked your account. It's terrible that they have no alternative identity verification protocols in place. Offer to verify your identity through a notary.
At some point, one guy did mention something about having my identify verified through a notary if I could back to the US, but he could not guarantee this would work. Also, I read a bunch of other complaints saying that trying this was just way for them to keep you quiet for some time. But I'll keep this in mind as a last resort, thanks