Consumer complaint received 2026-01-28 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: NY

Complaint narrative:
On XX/XX/XXXX, approximately XXXX, I noticed that my Apple card ( Goldman Sachs ) was spontaneously removed from my Apple Wallet. I received an digital notification stating that " my account was closed and can no longer be used for purchases. '' On XX/XX/XXXX, I also received an email stating " there was a failure to comply with the terms of the customer agreement '' I immediately called customer service at XXXX and spoke with a customer service representative named XXXX. XXXX stated it was because I failed to make payments on my account. I thoroughly explained to XXXX that I keep a daily expense word document where all of my expenses are meticulously tracked every single day and I explained that on Sunday XX/XX/XXXX there was an exact charge of {$99.00} which I paid same day and there was a pending payment of {$19.00} that I was unable to pay due to its pending state. XXXX next questioned the nature of the charge stating it was to " Social online '' and asked me about the nature of the charge. I informed XXXX that with the account now being closed I could not speak to the charge because the charge was pending and my account was closed before the charge cleared. XXXX next concluded that the charge was fraudulent and asked me to review the statement and I explained that there is no way I could possible have a statement because the account was closed while the charge was pending. Next, XXXX told me I would receive an email with my final statement and I questioned why would I be obligated to pay an unknown pending charge before seeing the statement ( my statement ends on the last day of every month, today is the XXXX, and failure to pay would result in a reporting to my credit score ). 

Next XXXX stated that The back office made a decision and I dont know why. '' He next asserted that I failed to follow the terms and conditions of the card. I next informed his that I have excellent credit, currently XXXX and I have never had a missed payment for any credit card. XXXX stated that I was welcome to reapply for the card and I explained that closing an account unfairly results in punitive decline to my credit score and moreover, applying for a new credit card account results to a hard pull which further negatively impacts my credit score. I requested for the acct to be reinstated for error and not to be forced to reapply. XXXX stated that he would submit a complaint but ultimately per the back office the account was permanently closed and would not be opened without a new application. 

I do not think it is fair to be responsible to make this payment without having access to what this charge is. I am concerned that because XXXX accused this charge of being frauduent this charge was indeed fraud and if so it is not fair that I am forced to make this payment ( On XX/XX/XXXX I was a victim of identity theft after XXXX University data breach - per statements this credit card was never impacted ). 

I would like for the account to be re-opened without negative impact to my credit score.

Company response to consumer: Closed with explanation