Consumer complaint received 2026-03-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
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: CA

Complaint narrative:
CFPB ESCALATION COMPLAINT GOLDMAN SACHS BANK USA ( APPLE CARD ) Consumer : XXXX XXXX Company : Goldman Sachs Bank USA Product : Credit Card ( Apple Card ) Complaint Summary This complaint is a follow-up escalation regarding Goldman Sachs Bank USAs prior response to my identity theft dispute. The companys response was conclusory, failed to provide any documentary proof that I opened or authorized the account, and raises additional concerns regarding continued furnishing and reinsertion of disputed information. I am a verified victim of identity theft and previously submitted a complete identity theft package, including an FTC Identity Theft Report. Despite this, Goldman Sachs continues to assert that I am liable for the account without producing any evidence demonstrating that I opened or authorized it. Factual Background The Apple Card account was opened without my knowledge or authorization. I submitted identity theft documentation, including an FTC Identity Theft Report. I requested account origination records pursuant to federal law. In its response, Goldman Sachs : Admitted it can not provide a signed agreement; Relied on a generic customer agreement and account statements ; Refused to provide details of its investigation ; Asserted liability without producing any evidence of account authorization ; Stated it would reinstate the tradeline with XXXX, despite the ongoing identity theft dispute. Deficiencies in Goldman Sachs Response 1. Failure to Provide Evidence of Account Authorization The company has not produced : an application identity verification records IP or device data authentication logs Statements and billing records do not establish that I opened or authorized the account. 2. Unreasonable and Opaque Investigation Goldman Sachs stated it is unable to provide additional information about its investigation. This is not consistent with a reasonable investigation and prevents meaningful review of its conclusions. XXXX. Improper Reliance on Electronic Consent Without Proof The company claims I electronically consented to the agreement but has not provided : e-signature audit trail IP address device fingerprint identity verification records Without these, the claim of consent is unsupported. 4. Continued Furnishing of Disputed Information Goldman Sachs continues to report the account despite receiving identity theft documentation, raising concerns regarding compliance with its obligations as a furnisher. 5. Reinsertion / Re-reporting Activity The company stated it requested that XXXX reinstate the tradeline, which is particularly concerning given the ongoing identity theft dispute. This action appears inconsistent with obligations related to disputed or unverified information. Legal Concerns Goldman Sachs conduct raises concerns regarding compliance with : 15 U.S.C. 1681s-2 ( b ) ( FCRA 623 ( b ) ) Failure to conduct a reasonable investigation 15 U.S.C. 1681s-2 ( a ) ( 1 ) ( A ) Furnishing information known or that should be known to be inaccurate 15 U.S.C. 1681g ( e ) ( FCRA 609 ( e ) ) Failure to provide business records upon identity theft request Harm to Consumer As a result of the companys conduct, I have experienced : Ongoing credit damage Interference with my ability to obtain credit and housing Significant time and effort resolving fraudulent activity XXXX XXXX Requested Resolution I request that the CFPB require Goldman Sachs Bank USA to : 1. Immediately cease furnishing the Apple Card account to all consumer reporting agencies ; 2. Permanently delete the account from all credit reports ; 3. Provide all business records related to the account, including origination and identity verification data ; 4. Confirm in writing that the account has been flagged as identity theft and will not be re-reported.

Company response to consumer: Closed with explanation