Consumer complaint received 2026-04-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: GOLDMAN SACHS BANK USA
State: IN

Complaint narrative:
I am enrolled in the Apple Card payment assistance program with Goldman Sachs Bank USA. When I entered the program, I was told that if I made three ontime assistance payments, my account would be brought current. I made the first payment on time. The second assistance payment in XX/XX/XXXX was late due to a misunderstanding about autopay ( I had previously declined autopay when I wasnt sure I could afford the payment and later forgot ). When I saw that the XXXX assistance payment had not been taken, I contacted XXXX XXXX XXXX support immediately and repeatedly over the next two weeks. During that time, no one clearly told me that I had previously declined autopay or that I could simply make a manual payment right away to preserve the assistance plan. By the time I finally learned I could pay manually, the payment was already late. My credit reports now show my Apple Card as 120149 days late with the remark paying under a partial payment agreement for many months in a row, even though I am actively complying with the payment assistance plan. This means I am reported as seriously delinquent every month while I am in their hardship program, which makes it extremely difficult to rebuild my credit. I sent Goldman Sachs a detailed written goodwill and reporting adjustment request asking them to ( 1 ) bring my account current now, based on my long history of ontime assistance payments, and ( 2 ) stop reporting new serious delinquencies while I am paying under the partial payment agreement. In response, they told me in writing : Goldman Sachs does not offer any goodwill adjustments regarding credit bureau reporting. We do have to report accurately to the Credit Bureaus. When I asked them to confirm whether they were refusing to bring the account current and refusing to change how it is reported, they replied : That is correct. To bring the account current and to be reported to reporting agencies as current the minimum payment of {$360.00} needs to be paid on or before XX/XX/XXXX. I can not afford to immediately pay {$360.00} on top of the assistance payment. I am already doing what their hardship program requires. Goldman Sachs is effectively saying that, unless I can instantly pay the full regular minimum, they will continue to report my account as 120 days past due every month while I am paying under their own assistance plan. I believe this practice is unfair and inconsistent with the purpose of a payment assistance program, which should help customers get back on track rather than keep them locked in the worst delinquency status while they comply with a partial payment agreement. I am asking the CFPB to review this and encourage Goldman Sachs to ( a ) bring my account current based on my sustained compliance with the assistance plan and ( b ) stop reporting new serious delinquencies while I am paying under that plan.

Company response to consumer: Closed with explanation