This level of reaction only comes when someone steps in shit. So, there likely was some large leak or “mistake” that has the potential to get out and this is part of either covering up or reducing how bad they look.
This happens when there's something that is more important than being the cool manager that's following the latest hype.
Well, the billions recently stolen from Binance is a sufficiently large quantity of shit even for the scale of Goldman Sachs.
and lets also be clear here: this "misstep" could have cost billions.
Their support probably has a big pile of horror stories from their clients by now, it can be an indirect source of concern.