Consumer complaint received 2022-12-02
Company: GOLDMAN SACHS BANK USA
State: FL
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:
Goldman Sachs closed my Apple Card account without providing me notice and without providing an explanation. I have a consumer right to be informed of the specific terms within my customer agreement which Goldman Sachs alleges I violated. The paragraphs below detail the my complaint in greater detail. 

In XXXX of 2022, I noticed that my Apple Card was being declined when I attempted to make purchases. I reached out to Apple Card XXXX on XX/XX/2022 in regards to the issues which I was experiencing with my account. I was informed by the customer service representative that my account was frozen and under review by Goldman Sachs. I was also informed at this time that Goldman Sachs would not provide me with any information why my account was under review. I asked for a call back to provide me an update on my account 's review. I never received a call back. 

I allowed quite some time to pass before I reached out to Apple Card Support again. I opened my XXXX XXXX feature on my XXXX in XX/XX/2022. Navigating to my Apple Card in the XXXX XXXX, I read that my account had been closed. I have no receipts of an Account Closure letter or notification. Apple Card XXXX says I should have received an account closure notice via email. I never did receive this notice. I have received other correspondence from Apple Card Support, but I never received an account closure notification. I specifically solicited the notice at a later date, in XX/XX/2022, and a support representative then forwarded me the letter at that time. 

In XXXX of 2022, I reached back out to Apple Card Support to solicit further information pertaining to my account closure. At this time, Apple Card Support and Goldman Sachs had not provided me justification for my account closure. After having my issue elevated to a manager at Apple Card Support with Goldman Sachs, I was informed of the following : " [ The account ] shows that we closed it due to violation of the agreement contract you signed but doesn't include specifics on the reason. '' I requested a call back from a supervisor for more information. This request went unfulfilled. 

In XXXX of 2022, I reached out to Apple Card Support another time. I again was seeking further information pertaining to my account closure. I was able to, at this time, have the official account closure notification letter sent to me via email. The letter lists the following reason for my account closure, " there was a failure to comply with the terms of the Customer Agreement. '' The letter does not detail any further information. I then requested for Goldman Sachs to inform me of which term ( XXXX ) the company is alleging that I violated. This information I expect Goldman Sachs to provide me. Goldman Sachs refuses to provide me with any information beyond this statement, " there was a failure to comply with the terms of the Customer Agreement. '' This is the response I receive from Apple Card Support when I solicit further information, " In fact, we are being instructed by those above us to only relay the information, stating 'the only information we can provide is the account was closed by the bank and refer the customer to the AA letter. ' '' My complaints regarding my Apple Card account closure can be summarized as follows : - Goldman Sachs did not follow up with me in regards to my account initially going into review, before the bank decided to close my account. I made a specific request to be informed of developments and to be provided further information. This request was not fulfilled. 
- Apple Card Support / Goldman Sachs has closed my Apple Card account and has provided an unsatisfactory explanation for the action. I strongly contest that I was in violation to the terms of my Customer Agreement with Goldman Sachs.

Company response to consumer: Closed with explanation