Consumer complaint received 2020-03-24
Company: GOLDMAN SACHS BANK USA
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Credit inquiries on your report that you don't recognize

Complaint:
XX/XX/2020 Received notification that Goldman Sachs Bank had made a hard inquiry of my credit report from XXXX. There is no reason this should have happened since I have not applied for, or been granted, credit by anyone in over a year. I phoned XXXX  the same day. They informed me that I should contact Goldman Sachs. Phoned GSB to notify them of the error. They requested that I send physical documentation including a printout of my credit report, and a letter stating the problem. They said that once these documents were received they would resolve the problem. I complied fully. 

XX/XX/2020 Mailed all documentation requested to Goldman Sachs address provided by the company. 

XX/XX/2020 Phoned GSB customer service. Spent 90 minutes explaining the problem. 
I received promises that the problem had been documented and that someone would email me with an update within 48 hours. No update was ever sent. 

XX/XX/2020 Phoned GSB customer service. Spent 2 hours re-explaining the problem and providing more of my personal information they claimed was necessary to resolve the problem. This time I demanded that the call be escalated to a supervisor. During this call I was told that the person who applied for credit used my SS # but her name was XXXX XXXX, and that none of her other information matched mine. Knowing that it wasnt me I was assured that the entries to my credit report would be removed quickly. This time I requested a case number so that I would not have to keep repeating the problem every time I called. I was provided with a 6 digit reference number that I was assured would allow the representative on any future call to access the case details. The representative took my phone number and promised that he would personally call me within 24 hours to confirm that the issue had been resolved. No call ever came. When I asked to speak with him during the next call they said that no one by that name worked there. 

XX/XX/2020 I was alerted once again by my credit monitoring service that a new account had been opened under my ss #. I viewed my credit report to learn that GSB had now opened the account for the person they had already identified as having made the fraudulent application. It was an Apple charge card with a {$10000.00} credit limit that was now listed among the other credit I was responsible for. 

XX/XX/2020 Phoned GSB customer service. I provided the case number I had been given, but was told that customer service agents had no access to that information, and that I would have to explain the problem all over again, and provide all of my personal information, before they would help me. This call was escalated twice to supervisors who said they were working on the problem. They refused to provide me with any promises or even assurances that this account would be removed from my credit report. Each rep I spoke with claimed that they did not have the authority to remove anything from my credit report, and that the people who did have that authority could not be reached by phone. 

XX/XX/2020 Updated notice on the fraudulent account says that a balance transfer is pending. 

XX/XX/2020 Filed a dispute with XXXX  notifying them that the Apple Card from GSB was fraudulently opened using my SS #, and that GSB refuses to close the account or remove the items from my credit report. 

This report is also being filed on XX/XX/2020. This covers a period of almost one month during which I spent over 6 hours on the phone with GSB ( one time on hold for over 30 minutes ), and divulging all my personal information to them while receiving no action on their part to resolve this issue. 

It is pretty shocking that Goldman Sachs Bank would authorize the inquiry to my credit report based on no matching information except my SS #, and that they then would authorize the opening of an account with a {$10000.00} credit limit to a person that they knew had fraudulently applied for credit. Apart from that being a stupid way to run a business, they apparently don't care who they damage in the act of making money.

Company response to consumer: Closed with explanation