Consumer complaint received 2020-01-20
Company: GOLDMAN SACHS BANK USA
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
In XX/XX/XXXX, I had a balance on my Apple Card. Using Apple 's " XXXX '' XXXX, I linked my XXXX checking account to my Apple Card so that the balance would be paid in full every month from my checking account. The app said I was successful in linking my account. 

A month later, I received a phone call from Goldman Sachs ( which backs the Apple Card ) that my payment was unsuccessful, and that I was more than 30 days late. I said that's impossible. But the specialist told me that XXXX declined payment ; apparently, my bank account was never successfully linked, despite the app telling me it was. ( No one ever notified me of this beforehand. ) I paid the balance in full while on the phone. I explained that I've never missed a payment before ( it's true ; you can check my credit history ). 

Despite this, Goldman reported to XXXX XXXX that I was more than 30 days late. After seeing my credit score take a 100-point dive, I contacted Goldman again in XX/XX/XXXX. I spoke to someone who promised to look into it for me. I received a call back on XX/XX/XXXX, but missed the call because it was XXXX XXXX and I was on vacation. 

In XX/XX/XXXX, I called Goldman back. On this call, it was discovered that Goldman did not have my current email. Instead, it had an email that was associated with my Apple XXXX account -- an email from XXXX. At no point in my application process for an Apple Card or thereafter was I ever asked to give my email. I assumed notifications would be sent through text or over the Apple XXXX XXXX. 

I was wrong. Goldman had sent a notice of overdue payment to the wrong email. The specialist whom I spoke to agreed that it was 1 ) wrong for Goldman not to call me BEFORE XX/XX/XXXX ; 2 ) wrong for Goldman to rely on an outdated email to contact me ; and 3 ) true that, given my previous history of always paying on time, unfair for Goldman to have reported to XXXX XXXX a late payment when I was under the mistaken belief that the payment had been processed through my XXXX   checking account -- which, again, is what was showed to me on the app. It said it was successful. 

Goldman then issued a dispute on my behalf and sent it to XXXX XXXX. XXXX XXXX " investigated '' ( never explained what steps it took ; it did NOT speak to me about the issue ), and claimed that the report was " accurate. '' My credit score dipped over 100 points. Goldman claims it can't do anything, and when I called XXXX XXXX, XXXX XXXX claimed it couldn't do anything. Both companies pointed the finger at the other. 

I called Goldman today, XX/XX/XXXX, to discuss XXXX XXXX 's " investigation. '' Goldman knew very little, and said I should continue the dispute process on my own. 

To recap : 1 ) I've never missed a credit card payment in my life. 
2 ) I tried to link my XXXX checking account to my Apple Card. I was told I was successful. 
3 ) When my checking account wasn't successfully added ( after a few days ), no one notified me of this. 
4 ) Goldman used the wrong email, and didn't call me about a problem until after 30 days went by. 
5 ) XXXX XXXX never contacted me about its investigation ; it didn't even bother to explain what steps it took or how it reached its conclusion. 
6 ) Given that Goldman has agreed with me that this was wrong, I'm confused how I'm still penalized for its mistake. 
7 ) XXXX XXXX won't answer my concerns. And both companies just lay blame with the other and tell me to talk to that one.

Company response to consumer: Closed with explanation