Consumer complaint received 2022-08-17
Company: GOLDMAN SACHS BANK USA
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My wallet was stolen at my gym and inside of it was both my BofA credit and debit card, my license/SSC and my XXXX XXXX XXXX credit card. I informed my gym that my wallet was missing but, nothing ever turned up. Shortly thereafter I started receiving email notifications of unusual activity but, this was in between XXXX  XXXX being taken over by XXXX XXXX and I feel as though my issue fell through the cracks ; it was very difficult to get through to their customer service due to all the changes they were making and I would respond to emails marking charges as suspicious but, the only response I would get was to call in. The unauthorized charges still persisted, that is until charges were made out of state. Once the out of state charges came XXXX XXXX finally locked my card. There are multiple charges out of state. I started receiving packages, here and there, from places I had not shopped ; I contacted vendors informing them of the fraudulent purchases yet, they refused to work with me and pointed me back towards my financial institution. I have returned the few unauthorized items I received AND I STILL HAVE NOT BEEN REFUNDED. Ive called MULTIPLE times to get the matter straightened out ; Ive spoken with agents who are all telling me different things, some say we need to reassert the disputes to rectify the situation others are saying they can reassert the transactions but, nothing will change. I speak with managers who are rude who conveniently have computer problems and can no longer help me. The reason my address is on these purchases is because my license was in the missing wallet. My SSN has already been used to fraudulently open an unauthorized credit card. I will not be held responsible for the EXCESSIVE and clearly FRAUDULENT charges on this card. I never wanted a credit card with XXXX XXXX and this is why! XXXX XXXX has horrible customer service, they insinuate a charge is mine because of an address. I have documentation of emails with vendors that can not locate these transactions because the personal information I am providing doesnt match the transactions madeso how can they be mine and I be the one held responsible??? I have filed a police report for identity theft, fraud and I had to buy a new license. XXXX XXXX needs to stand behind their customers!! This is negligent ; XXXX XXXX has NEVER treated me this way and situations like this make me regret continuing to do business with XXXX XXXX. This company doesnt have XXXX or morals. Instead all theyve done is run my name into the ground and mock me by letting someone ( s ) get away with stealing. 

I was informed that my SSN has been used to open up fraudulent credit cards. This is a legitimate problem, someone is using my credit cards and address to make unauthorized purchases. I have filed a police report and this matter needs to be rectified with XXXX XXXX.

Company response to consumer: Closed with explanation