Consumer complaint received 2023-10-11
Company: GOLDMAN SACHS BANK USA
State: MN
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/XXXX my Apple Card was hacked and significant purchases made within a XXXX hour time period. I notified Apple immediately upon discovering the fraud, contacted the stores when I would receive notification that a purchase was ready for pickup, filed a report with the FTC and cooperated as best I could with providing the limited information I had on the thieves. 

I have been working with more than 30 different Level 1 customer service representatives and had to finally only request to speak with someone at a supervisory level due to the poor service, confusion and advice. I have a spreadsheet with all 19 of the dispute files and when any action was taken. I have since discovered that more purchases were attempted but had been caught before completed. On the disputes the back and forth on resolved, reasserted, and denied has been a trued nightmare. Invariably one person would make a determination and then another would countermand. It has been XXXX months of constant chaos and frustration. Each and every time I think we are nearing the end another issue arises and am told it will be ANOTHER XXXX  days till resolved. There is no dispute whatsoever that I did not make a single purchase as I live about XXXX miles from where the fraudulent action was initiated, my ethnicity and name do not mesh with the diversity of those picking up the items and no request for confirmation of proof I made the purchases at the time of a person not listed on my account picked up the electronics. 

During the hack they were also able to download funds from my associated debit card to Apple Cash and promptly cashed it out at a Florida XXXX. I immediately contacted my bank who within a 3 hour time period confirmed that this was fraud, that I was not involved and refunded the missing money to my bank account. 

The guidance I received over these last 4 months has been frightening to say the least. One representative actually thought it would be a great idea if XXXX sent me the credit balance on my account ( due to the dispute credits ) and I could then pay one of the outstanding installment accounts on one of the fraudulent IPhone purchases ( there were XXXX phones purchased ).. I quickly dismissed this advice as being non-nonsensical which prompted me to ask for a supervisor to intercede. 

I have had some better advice and service from a few of the supervisors who promise to make it their personal mission to get this corrected once and for all. However, when they have cleared one case off the docket some XXXX puts it back on. 

I have specifically been irate that during these XXXX months, the purchases have been reported to the Credit Bureau which of course has had a negative impact on my credit rating. Debt to income way out of whack with just under {$9000.00} in fraudulent purchases. When I contacted customer service to express my frustration that obvious fraudulent purchases would be reported under my name. I received a nasty email in return stating that because the balances showed up on my billing statement they were correct in reporting the information. Totally dismissed the fact that this was fraud. Credit rating directly equates to the cost of money for me. I have had to delay the purchase of a new vehicle as I would be charged much higher interest rates that I would have afforded under my true rating.

Company response to consumer: Closed with monetary relief