Consumer complaint received 2024-05-02
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: GOLDMAN SACHS BANK USA (CA)

Hello. My name is XXXX XXXX. I have had an XXXX Credit Card ( from Goldman Sachs ) for XXXX  years already ( {$37000.00} credit limit ) and their worker yesterday ( on XX/XX/year> ) accidentally blocked my card. On XX/XX/year> I was searching for my wallet and could not find it. When I assumed it might be lost, I logged in to my XXXX wallet to check my card. Then a message popped up on my screen from XXXX asking me to verify XXXX declined transactions that were made in Florida ( I live in CA ). I immediately chose the option saying that those transactions were not authorized, and then, I called XXXX XXXX through my app. I talked to their fraud department, and we went through the transactions that were made on XX/XX/year>, a total of XXXX transactions were made, but the last XXXX were declined and XXXX went through. I do not understand how those transactions were not declined from the beginning but I asked this worker ( I think the name was XXXX XXXX to mark them as fraud, notating that I could not find my wallet, which was lost, and that my wallet had my driver license, ID, and XXXX XXXX XXXX card in it. This worker said that he would lock my lost card and issue me a new one, and then, after waiting in line for a few minutes, he came back saying " OMG sorry '', I asked him what happened he replied that he accidentally blocked my card instead of just simply locking the lost one. He said his supervisor would open it because he could not and later connected me to his supervisor. I talked to the supervisor, and after doing a few steps like changing the password of my XXXX ID and signing out from it, the third and last step was to read the code that he was going to send to me. However, we got stuck there because I changed the phone number years ago and now I have a new one. The supervisor said that I need to call back tomorrow ( on XX/XX/year> ) after XXXX am so that their office is open and I can just update the phone number on file and get the message on this new number so that they can unblock my card. The supervisor suggested that I should make a complaint to XXXX, but I refused instead of wanting to just fix this issue that XXXX made. Today, on XX/XX/year> I called XXXX support again, somehow got a hold of a new supervisor, and told them of what happened before and that I needed to update my phone number to finish the last step and fix the problem they created. However, this supervisor said that they are unable to do so and my account is restricted, blocked, and under review because of XXXX who accidentally blocked it first instead of just locking the lost physical card so that nobody could make unauthorized transactions on those anymore. She said she would open a " case '' on this so that someone might reopen my account and she also made a complaint on XXXX. However, she stated that she was going to send that complaint and opened case to my email so I could follow up with this issue if I do not hear back from them, I even wanted to stay on the line until she sent it to me, but she said I should hang up and then she would send it. She never sent anything to me either! I need them to act professionally, this is no way to treat a loyal customer like this. They somehow blocked my card, and then I am the one trying to resolve this issue for days but nobody can help me with that nor take responsibility for it.