Consumer complaint received 2023-04-08
Company: GOLDMAN SACHS BANK USA
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I opened an apple Credit Card XX/XX/XXXX, and have always made large payments paying off the entire balance every month in many cases I pay several times per month. Recently Apple gave me a credit line increase towards the end of XXXX. I made a payment of XXXX on XX/XX/XXXX and noticed on my app there was no available balance after the payment was made. I call in to to customer service to see whats going on and was notified my card was closed. I replied why is my card closed, I am making my payments on time, the rep said I dont have that info all I know is your card is closed. I proceeded to ask for a Supervisor and was transferred over to XXXX. We began discussing this situation and the supervisor said this must be an error and he see that I have done nothing wrong and stated he will forward request to have this situation reviewed as this account/card should not have been closed. The manger said there are no notes indicating that communication was sent to me either by email or Mail notifying me that my account was closed and providing no reason for closure. The supervisor also stated the card company charged me twice for XX/XX/XXXX and XX/XX/XXXX for payment reversal which should have only be charged once. I received a call a few days later from some one from the customer advocate team at Apple Card or Goldman Sachs stating the card is closed and to refer to the cards terms and conditions. I replied there are several things listed in the cards terms and conditions, how can I know what I specifically have done by reading terms and conditions. I proceeded to explain that per their company policy I should have been provided either an email or Mail listing why the account was closed, and since this did not happen she needed to provide me the reason and not tell me to read terms and conditions to try and quests why my card was closed. I am making payments on time and in large amounts. She replied she doesnt have this information. I tried to login to obtain my credit card or account number in the Apple app and they have taken away my access so I can even list the card or account number to refer in this complaint. I decided to call Apple Card again today, XX/XX/XXXX and requested to speak to another supervisor, name is XXXX, she also reviews this closure and said I did nothing wrong, and can not understand why this was dont to me, said this was completely mishandled and she is raising this to all her supervisors. She said the card was closed for abuse and failure to comply with terms. I asked for prof of how I failed to comply and what specifically I did, she said she reviewed my history and there is nothing I did. If anything improper was done it would be from the credit card themselves. They should not punish their cardholders that did no wrong doing, no investigation was done to support anything. 

This is ridiculous no one from the credit card send me any written communication, they have no idea themselves why the card was closed and now closing the card on my credit report has significantly impacted my credit score. This closure is completely unjust and is only at the fault of this credit card institution. This is documented by two separate supervisors from the credit card company. They can simply pull this up.

Company response to consumer: Closed with explanation