Consumer complaint received 2026-05-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
I am resubmitting a claim because Goldman Sachs closed it. Here is my response : I am submitting this follow-up response because Goldman Sachs reply fails to adequately address the core issue raised in my complaint regarding unauthorized account closure through impersonation. Goldman Sachs states that customers are responsible for safeguarding their devices, login credentials, and personal information. However, this response appears to mischaracterize the nature of the incident. My account was not accessed through my personal device, XXXX XXXX, or authenticated login session under my control. The account closure occurred through a phone interaction in which a third party impersonated me. Based on my understanding of Goldman Sachs customer service procedures, the authentication methods used for phone support involve basic identifying information such as name, date of birth, and the last four digits of a Social Security number. I was not sent any verification code, device authentication request, biometric confirmation request, or multi-factor authentication prompt related to the closure of my account. This distinction is critical. The issue is not that I failed to protect a password or authorized someone to access my device. The issue is that an unauthorized individual was allegedly able to permanently close my account using easily obtainable personal identifiers without stronger authentication safeguards being applied. Goldman Sachs response does not explain : 1. What exact authentication procedures were used during the phone call ; 2. Whether any multi-factor or device-based verification was performed ; 3. Whether the callers voice was compared against prior recordings or fraud indicators ; 4. Whether any heightened review procedures were considered before allowing an irreversible account closure ; 5. Whether prior fraud concerns or account security issues were documented on my account before the closure occurred. Instead, the Bank broadly references customer responsibility for credentials and devices while avoiding the central concern regarding the adequacy of its telephone authentication procedures for high-risk account actions. I continue to dispute that I personally authorized the account closure. I am requesting escalation and further review of this matter, specifically regarding whether Goldman Sachs utilized commercially reasonable identity verification procedures before processing a permanent account closure request tied to a consumer credit account with established history. Additionally, I formally request preservation of all records related to this matter, including : - Call recordings ; - Authentication logs ; - Internal account notes ; - Fraud review documentation ; - Escalation records ; - Any records identifying the authentication methods relied upon during the closure request. This matter involves identity theft and unauthorized account activity. I respectfully request a more substantive response that directly addresses the authentication and fraud prevention concerns raised in my complaint. Additionally, I would like to raise concerns regarding the phone number used during the alleged account closure request. Historically, when I have contacted Goldman Sachs regarding my Apple Card account, I have done so using my personal device and phone number associated with my account. If the XX/XX/year> closure request originated from a different phone number or device than those historically associated with my account activity, I question why this did not trigger heightened verification procedures or fraud review. If Goldman Sachs maintains records regarding the originating phone number of the closure request, I request clarification regarding : - Whether the incoming number matched prior customer contact history ; - Whether any discrepancy was identified ; - Whether additional authentication safeguards were triggered or considered due to the nature of the request. Closing a long-standing consumer credit account is a significant and irreversible action. If the request originated from an unfamiliar number, I believe it raises additional questions regarding the adequacy of the Banks fraud detection and identity verification procedures in this matter.

Company response to consumer: Closed with explanation