Consumer complaint received 2024-02-15
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: GOLDMAN SACHS BANK USA (GA)

I had my XXXX stolen from my hands on XX/XX/24. I have since had trouble getting any financial data or charges from Apple/Apple Card/Goldman Sachs . My Apple Card is linked to my phone and Apple ID. Nothing else. I have no way to view my account number, no way to access my account profile with transactions, no way to see the actual damage done to my account by the theft. I can only go off of what anyone at Apple is telling me, which does not seem right. I feel like as a consumer I should have access to any and all charges under my name, authorized or unauthorized, when I request it. I was relayed transactions over the phone to provide to the police with time stamps and amounts but I can not physically obtain a copy of my records from Apple without my Apple ID, which has been taken over by the people who stole my phone. Essentially, my XXXX was my credit card and without that phone they will only XXXX  me my information. This is not the same at any other bank. If you lose a card, you can log on to your account and verify charges and speak at length to someone about the charges. 

Every credit card I own was in my apple wallet and every card was targeted including my banking apps within my applications on the XXXX. Outside of this matter is the fact that Apple refuses to use any of my financial data they have on file to verify my identity to allow me access to my other apple devices which also have the card info. They did send over one past statement ( none of the theft transactions since I will have to wait until XXXX to obtain this ) that has no card numbers to even show police. I will have to wait a full month to obtain any type of report from Apple Card for the transactions that involved my Apple Card. This is just unacceptable. 
I understand this is a privacy concern Apple has, but my financial life is on the line ( and more considering there are charges for identity theft, trespassing, etc. ) and Apple is acting more like a phone/computer company currently instead of a bank- which they are now with the introduction of Apple Card. I have had my Apple Card for years and have always loved it until now. I have submitted a 60 page document to Apple as of today verifying my identity and also offering proof that these transactions were not created by me. I wish Apple would treat me like my other banks have and verify my identity, send me the full card details so I can offer them to police as time is of the essence with any crime. Every other bank sent me a new card, changed my passwords for my apps, helped me with any questions, and was able to verify me over the phone in a timely manner to aid with investigations. Apple has not offered that same courtesy and I am having to mail everything to them before they will even begin to discuss any matters with me. 

Even though I may be jumping the XXXX here in filing a complaint since I know this entire case will be a process, all Apple has done is cancel the card and offer to activate another digital one once I get my phone back or Apple ID back. They don't seem to understand that in order to do that, I would need to catch the person who stole my phone and convince them to give me the new password they created. I ordered them to close the account seeing as I lost possession of my Apple ID, I see no other way around this matter. I can not obtain a new card unless I apply for another one. My credit is now going to suffer due to this matter and by how difficult it is to bank with apple. I never would close a credit card, but since this is not a regular credit card it seemingly is working against me to own one as of now. 

The XXXX of the matter is, it should be easy and fast to contact your bank, file a report, verify who you are, get a new card, get a list of transactions made by an unauthorized user, and be informed of next steps. It's a quiet waiting game as of now. I have been my own advocate this entire time since I had to dig and find old transactions to find even the last 4 digits of my Apple Card. Apple will not confirm or deny any information and seemingly is fully running off of a script when I call for any matter. They have banking features, but do not offer any true financial customer service. Or at least they do, but only when you can correctly enter an email and password, not supply your drivers license, social security number, date of birth, etc. None of that data matters to them it seems and sadly, I know they have it on file. 

This is the main reason why I am sending a compliant. Even if my issue is resolved, this way of business is not right and I know now by comparison. Every other bank I use was so fast at verifying who I was, my accounts are already reinstated and unauthorized transactions are reversed, with new cards in hand and activated as of XX/XX/24. Apple Card, not so much. 

Thank you for taking the time to look into this matter.