Consumer complaint received 2026-04-13 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: MA

Complaint narrative:
I am filing this complaint regarding a mishandled fraud and billing error issue on my Apple Card account issued by Goldman Sachs. On XX/XX/year>, my XXXX ID was compromised, resulting in unauthorized access to my financial accounts. During this incident, fraudulent charges were made to my Apple Card as well as other accounts linked to XXXX XXXX. In total, approximately {$5000.00} was stolen from my savings account, and additional fraudulent charges were made on linked credit accounts. I promptly reported the fraud, filed a police report, and submitted an identity theft report through XXXX. Other financial institutions involved, including XXXX and XXXX, investigated and correctly determined the charges to be fraudulent and removed them without issue. As supporting evidence, I have uploaded documentation showing a fraudulent XXXX XXXX purchase made under the name XXXX XXXX in New York XXXX. I do not know this individual, did not authorize this transaction, and I reside in XXXX, Massachusetts, making this purchase clearly unauthorized and inconsistent with my location. At the time of the fraud, my Apple Card account was in good standing and actually had a positive balance of approximately {$130.00} ( a credit owed to me due to overpayment ). Apple Card initially issued a provisional credit related to the fraudulent charges, which was appropriate. However, this credit was later reversed without valid justification, resulting in an incorrect balance of approximately {$690.00} being placed on my account. This reversal is erroneous. The underlying charges were fraudulent, and the account should not have had a balance owed at any point. Instead, the account should have remained at a zero or positive balance. Despite my repeated attempts to resolve this issue through Apple Card customer support, the matter has not been corrected. I have contacted Apple/Goldman Sachs multiple times since XX/XX/year>, but no proper resolution has been provided. More concerning, Apple Card/Goldman Sachs has XXXX this incorrect balance as delinquent, including late payments and ultimately a charge-off ( written off due to profit and loss ). This reporting is inaccurate and directly tied to fraudulent activity and a billing error that was never properly resolved. This has caused harm to my credit profile and is not a legitimate debt. I am requesting the following actions : 1. A full investigation and correction of this account, including removal of the incorrect {$690.00} balance. 2. Confirmation that I am not liable for any fraudulent charges associated with this incident. 3. Correction of the account to reflect a {$0.00} balance or the appropriate positive balance owed to me. 4. Immediate removal of all negative credit reporting associated with this account, including late payments and charge-off status, from all credit bureaus. 5. Reimbursement of any funds owed to me, including the prior positive balance on the account if not already returned. This situation involves both identity theft and a billing error under the Fair Credit Billing Act. The current reporting and balance are inaccurate and must be corrected. I have documentation available upon request, including a police report, identity theft report, supporting images of the fraudulent transaction, and records of prior communications. I expect a prompt and thorough resolution to this matter. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation