Consumer complaint received 2025-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: GOLDMAN SACHS BANK USA
State: NJ

Complaint narrative:
I am writing to formally dispute fraudulent charges made on my Apple Card in connection with XXXX, an online platform. My XXXX account was compromised by a hacker who gained unauthorized access, changed all account information, and proceeded to deposit funds from multiple linked payment methods-including my Apple Card and other checking accounts-before withdrawing those funds to their own accounts. I have been unable to regain access to the XXXX account since the incident occurred, as all my credentials were altered. 

I have already disputed these fraudulent transactions with my other financial institutions, and they have promptly credited my accounts after investigation. However, despite my efforts to resolve this matter with Apple Card support, the disputed charges remain unresolved. This issue has persisted for over two years, with no meaningful assistance or resolution provided by Apple or Goldman Sachs.

Under federal law, including the Fair
Credit Billing Act, I am not legally obligated to pay for fraudulent charges made without my authorization. Furthermore, Apple has publicly advertised the robust fraud protection offered to Apple Card users, a promise that has not been upheld in my case. The lack of support and failure to address this clear instance of fraud is unacceptable and has caused me significant frustration and financial inconvenience. 

Back in 2022, I maintained a XXXX account and had linked my card to facilitate transactions on the platform. Unfortunately, I lost access to my XXXX account due to unauthorized access by a third party. This unauthorized user changed the account information, and I began receiving suspicious sign-in emails, indicating potential security breaches. Regrettably, I did not initially recognize the severity of the situation and assumed I could simply create a new account. 

However, the situation escalated when I discovered that the hacker was able to deposit funds into the XXXX account using the card that was previously linked. It appears they subsequently withdrew these funds, likely transferring them to their own bank account, resulting in financial loss on my end. 

I have diligently attempted to rectify this situation by contacting XXXX 's support team. 
However, due to my lack of access to the compromised account details, I have been unable to reach a resolution or even establish direct communication with XXXX 's customer support. 

Given the circumstances, I am reaching out to Apple for assistance as my card, which was linked to the XXXX account, XXXX have been compromised through the use of Apple Pay or other Apple services. I kindly request your support in investigating this matter further and providing guidance on the necessary steps to mitigate the fraudulent activity and recover any lost funds. 
I am more than willing to provide any additional information or documentation required to assist with the investigation. Your prompt attention to this matter would be greatly appreciated. 

If this matter is not resolved promptly, I intend to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) to escalate this issue. I urge you to investigate and reverse the fraudulent charges immediately, as well as provide confirmation of the resolution in writing. Please consider this letter a final attempt to resolve the dispute directly with you before taking further action. 

I request a response within XXXX business days from the receipt of this letter. You XXXX contact me via phone at XXXX to discuss this matter further. I have attached copies of relevant documentation, including correspondence with Predictlt and proof of resolution from my other banks, for your reference. 

Thank you for your immediate attention to this serious matter. I look forward to a swift resolution. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief