Consumer complaint received 2025-09-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: GOLDMAN SACHS BANK USA
State: PA

Complaint narrative:
My XXXX account was hacked which breached all my personal information. The hackers hacked multiple accounts including my XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and Goldman Sachs ( Apple Card ). Every financial institution has resolved the fraud, except the Goldman Sachs ( Apple Card ). The hackers made XXXX purchases using my Goldman Sachs Card starting back on XX/XX/XXXX in the amount of {$17000.00}. As the purchases were made, I was receiving text messages from the Goldman Sachs fraud department, asking if I made the purchases, which I kept replying " No ''. I have been disputing these charges since then and we have gone from 12 disputes to 5 ( {$8300.00} ). They have found 7 disputes in my favor and have credited my account, but I have been fighting the last 5 for going on 11 months. I have supplied Goldman Sachs with over 100 documents of proof showing that my life had been hacked within this 4 day period. I sent them the name of the individual who took {$1100.00} from my XXXX account and that same person tried to place two XXXX Pickup Orders under my account in XXXX XXXX NJ. They took money from my XXXX account, tried to open a XXXX XXXX  XXXX  under my name, tried to upgrade my XXXX XXXX credit card and open a new account, etc. I froze my credit will all XXXX bureaus back in XX/XX/XXXX and my credit has been frozen since. I sent proof that I froze my credit, proof of all the other fraud from all my other financial institutions and I even provided proof from Apple, showing that my Apple account was hacked and a different phone was linked to my Apple account until they were able to recover my account and then it shows my phone linked to my account. My understanding is that the hackers placed multiple orders at different Apple Stores in XXXX and did store pickups for the items. I sent my drivers license and marriage certificate to show my photo and signature, so they could see that I was not in any Apple  store to pickup the orders, nor did I sign for any orders. I have never been to XXXX or to an XXXX XXXX in my life. The transactions range from XX/XX/XXXX to XX/XX/XXXX and the XXXX found in my favor are all mixed in with the last XXXX that have not been found in my favor. Makes no sense. Not only did were these purchases made on my card, but the hackers maxed my card. My credit card was linked to my checking account and was set to auto pay the balance off every month. Once the hackers maxed out the card, they started making payments to the card from my linked banked account. They took roughly {$9000.00} from my bank account to free up credit on the credit card. My bank refunded me {$5700.00}, but I am still out {$3300.00}. The only evidence that Goldman Sachs has requested has been my marriage certificate. Every time I call, I have to talk to a new person and explain the story, over and over again. I ask them every time, what new evidence they want and I never hear a word from them until I get the emails that the disputes were found against me. The company has made it very difficult to get anywhere with any of this. XXXX time they sent me an email link, that I was able to email them evidence, but every other time, I am told that I have to mail it in. I have sent them evidence twice through certified mail and I am never informed that they ever received it. I have spent XXXX 's of hours on the phone with them and gathering evidence that has been sent to them. They have not been helpful or willing to tell me what else I can possibly send them to prove my case. My life has been a living XXXX for almost a year now, dealing with this awful company. Another kicker is that they closed my credit card with the reason " There was a failure to comply with the terms of the Customer Agreement '' which went on my credit report. I have excellent credit and this negative remark has impacted my credit in a negative way, when I didn't fail to comply anything. My account was hacked and taken over.

Company response to consumer: Closed with monetary relief