Consumer complaint received 2025-06-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against Goldman Sachs, the issuer of the Apple Card, for repeated, unjustified account freezes, a complete lack of transparency, and what appears to be a failure to implement standard industry practices for fraud detection and resolution. 

Since opening my Apple Card account, I have maintained excellent credit and currently have an available credit limit of {$36000.00}. I rarely carry a balance and typically pay off my charges in full each month. Despite my strong credit profile and responsible card usage, my Apple Card has been arbitrarily and repeatedly blockedoften for weeks at a timewith no clear reason or timely resolution provided. 

The first incident occurred during a vacation-related purchase. The charge was declined, and the card was locked for nearly a month pending a review. No fraud or misuse was identified, and the card was eventually reactivated, without explanation. 

The second time, I proactively notified Apple Card customer service ahead of a large purchase. Despite this precaution, the transaction was declined, and the account was again frozen for approximately three weeks. 

Most recently, on XX/XX/year>, I called ahead to inform them of a large medical-related charge. The initial charge at the doctors office was approved, but moments later, a {$20.00} parking fee was declined, and the card was immediately locked. My entire account was frozen again. On XX/XX/year>, my son was left stuck in his schools parking lot due to being unable to pay the {$2.00} parking fee. He is underage, has no other cards, and we share the card with him for school charges and to track his spending. Once again, I called customer service, was transferred multiple times, and was told that it would take weeks to conduct another review, with no one able or willing to explain why the freeze occurred. 

Adding to the frustration is the fact that Apple Card does not appear to follow standard fraud prevention protocols, such as contacting the cardholder via phone call, email, or text to confirm a suspicious transaction before taking action. On no occasion have I been contacted in advance to verify or decline a transaction. Instead, the card is simply shut off without warning, regardless of prior notifications or spending patterns. This absence of proactive communication is inexcusable, especially considering the widespread availability of these features across other major credit card issuers. 

This repeated disruption of service, lack of transparency, and failure to follow basic fraud verification procedures are not only inconvenientthey are irresponsible and harmful to consumers. These practices are inconsistent with ethical standards and fair credit management. 

I respectfully urge the Consumer Financial Protection Bureau to investigate the policies and practices of Goldman Sachs in managing the Apple Card, particularly regarding : 1. Arbitrary account freezes without timely resolution or explanation 2. The lack of communication or fraud confirmation attempts prior to freezing accounts 3. The customer service structure, which offers no accountability or clear answers during disruptions

Company response to consumer: Closed with explanation