Consumer complaint received 2024-10-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: GOLDMAN SACHS BANK USA
State: TN

Complaint narrative:
My Apple ID was stolen. I immediately contacted Goldman Sachs Apple Card the moment it happened and explained what happened. The person that stole my ID called from an Apple number, told me that there was a charge from XXXX  in Florida and asked if it was me. I looked at my Apple transactions and there was in fact a transaction from XXXX  in Florida. They told me they were sending me a link to dispute the charge and turn my card off due to fraud. When I clicked the link my Apple ID was stolen. The person immediately changed the email address on the card and in my Apple ID. When I called Goldman Sachs back, they told me they would investigate as well as investigate multiple charges and get back with me. I called numerous times however they told me that they were unable to update my email address ( even though the one they had was one from the person that stole my information ) as well as my mailing address or phone number. They told me that I could keep calling back to check status of the investigation. I called multiple times to check status and was told that nothing needed to be done on my end. Fast forward approximately 6-8 months, when I had my credit pulled the card showed multiple XXXX, XXXX and 120 day lates as well as charge off status. I immediately called in ( which takes over an hour for every call ) and explained the entire situation to what I was told was a supervisor. She stated that she was putting in a case to remove that information from my credit because of the fact it was stolen, and I was never notified of the outcome or how to pay any of the charges that were mine. I waited the 10 days for a call to verify it was resolved.. yet no call. I called in again ( which was over an hour again ) explained the situation again to another " supervisor '' who got me to the dispute department only to explain the situation yet again to another supervisor. Let me add that upon my first call, I went ahead and paid over {$3000.00} to stop the negative reporting to my credit. I honestly gave up disputing any charges at this point because it was obvious nothing was going to be resolved there. The multiple calls to Goldman Sachs continued with about XXXX calls. Each taking over an hour to explain the exact same situation, the fact that they never updated my email address, no one ever called me back, and the fact I can not get any supervisor on the phone that can actually remove the erroneous late pay and charge off information from my credit report. I finally disputed it with the credit reports ( twice ) however each time they state the reporting is accurate. It is in fact NOT accurate because I was never notified of the outcome, the charges were never accurately disputed or resolved ( of which at this point I do not even care about ) and I was never notified of what I owe or who and how to pay given all my information was stolen. All I want is the late payments and the charge off status removed from my credit report given the circumstances surrounding the theft of my Apple ID and the fact that Goldman refused to update my personal information to inform me of the next steps. As stated, I paid it and don't even care about the disputed charges at this point. I have given up trying to resolve this with Goldman at this point. I have over XXXX hours on the phone and on hold with them only to talk to representatives that state they will " send it to the appropriate department '' however I am unable to speak to " that department '' and never receive a return call.

Company response to consumer: Closed with non-monetary relief