Consumer complaint received 2022-12-05 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with fraud alerts or security freezes — 
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
On XX/XX/XXXX I found out an Apple credit card had been opened without my knowledge. I realized I wasn't charged for a purchase I made. Upon further investigation, I found that the purchase had been charged to a credit card that I didn't open. 

I called Goldman Sachs and filed a fraudulent claim. I spoke to XXXX and he instructed me to report it to the credit company. I told him that we had XXXX. 

He then instructed me to file a identiftytheft.gov report and then send the hard copy to Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, PA XXXX. So, I filled it out and sent it on XX/XX/XXXX. 

XXXX informed me the acct. was opened on XX/XX/XXXX. He instructed me not to make a payment on the acct and that this would not be held against my credit. 

On XX/XX/XXXX I received an email regarding a statement.I called to make sure this was not going to effect my credit. I called and spoke to XXXX and she said someone would call me back. I didn't receive that call. 

On XX/XX/XXXX I received an email regarding a statement.I called to make sure this was not going to effect my credit. XXXX said the case was restricted. Wait until there is an update. They will send and email. 

On XX/XX/XXXX I received a statement on the acct. I called to make sure this was not going to effect my credit. I spoke to XXXX. She said someone will call me back. I didn't receive that call. 

On XX/XX/XXXX I received a statement on the acct. I called to make sure this was not going to effect my credit. I spoke to XXXX. XXXX transferred me to XXXX. She said my account was restricted and under review and they were working on the acct. I was very concerned that this was going to effect me credit so I gave XXXX all my bank info to pay the balance and closed the account. 

On XX/XX/XXXX I called XXXX and cancelled my payment. I was afraid that paying the acct. complicate the ongoing investigation. XXXX informed me that He couldn't report anything regarding a balance on my acct until the investigation was complete. Also, he couldn't reverse the acct closure. 

On XX/XX/XXXX I called because I continue to get statements on the account saying I have a balance. I spoke to XXXX XXXX and she informed me that a fraud report was filed. That the emails sent are just automatic. My acct is a disputed account because transactions are disputed. 

On XX/XX/XXXX Because I haven't felt confidant in any information provided to me to this point, I called and spoke to XXXX I was disconnected after 5 minutes. I called back and spoke to XXXX. He said to ignore the bills until the case is resolved. 

On XX/XX/XXXX I called and spoke to XXXX XXXX who informed me that {$100000.00} was sent to COLLECTIONS and was incurring interest. She transferred me to XXXX and she said she was going to escalate this to a manager and they will reach out with a resolution. She checked everything and she said it was complete. She works in all different departments. It was filed as fraud and it shouldn't have gone to collections. Account is still being disputed. Manager will call back. I paid acct in full with Bank Acct. {$1000.00} On XX/XX/XXXX Didn't hear from Supervisor so called back. Spoke to supervisor XXXX and transferred me to XXXX. ( XXXX HOUR ON PHONE ). He said case is open - can't remove off my credit until everything is reviewed. Will have supervisor calm w/in 10 days. He doesn't know name of supervisor.They have many. He doesn't choose them. 


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Company response to consumer: Closed with non-monetary relief