Consumer complaint received 2025-11-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: GOLDMAN SACHS BANK USA
State: MI

Complaint narrative:
Apple Card failed to notify me of payment failures while I was enrolled in a hardship plan then charged off my account without warning, devastating my credit. 


In XX/XX/XXXX, I was enrolled in a XXXX hardship payment plan with Apple Card ( Goldman Sachs ) due to financial hardship. The terms of the plan were clearly stated : {$37.00} monthly payments, a 0 % APR, no new purchases, and reporting of my account as current after three on-time payments. 

I immediately began making these payments. I received multiple confirmation emails from Apple Card stating Your payment was received and will be processed, including for dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX These emails led me to believe my payment plan was active and functioning. 

However, on XX/XX/XXXX, XXXX months into the plan, I suddenly received an email stating that I was now XXXX days delinquent and the account had been charged off. I was devastated and confused, as I had never been notified of any failed payments prior to that date. 

I immediately contacted customer service, and the representative sent me a PDF of an alleged email from XX/XX/XXXX stating my XXXX payment had failed, but I never received that email. It was not in my inbox, spam, junk, archive, or trash. I searched every possible keyword and time range ( screenshots attached ). If I had known my payments were failing, I would have corrected it immediately. 

To make matters worse, Apple Card has a separate email template that notifies customers when a payment fails. I never received any of those notices from XX/XX/XXXX through XX/XX/XXXX, despite the fact that all of those payments had apparently failed. They were aware that my autopay was failing, yet continued to send payment received confirmations instead of warning me, until it was too late. 

I also received no in-app messages or notifications clearly stating my account was in danger of charge-off. I received vague updates like your account status was updated, but never anything explicit about failed payments or plan cancellation. At no point was I told my hardship plan was voided, or that I had been unenrolled. I believed I was successfully making payments. 

I paid {$50.00} on XX/XX/XXXX, thinking I had missed an XXXX payment and trying to stay in good standing, only to be hit that same day with the charge-off and full delinquency, and additionally an email about the {$50.00} payment failing, which I didnt receive XXXX. 

This destroyed my credit, delayed certain applications I had, and when I explained everything to customer service, I was met with indifference. I explained that I had been sick at the time, trying to stay afloat, and doing everything I could to honor the agreement. I was told, What do you want me to do? and offered no resolution. 

I do not have the physical card anymore and can not access the digital number in the XXXX app because the account was closed and locked. However, I was an Apple Card customer under the name XXXX XXXX, using XXXX, and attempted payments from a XXXX  XXXX XXXX account ending in XXXX. Please let me know if you need additional information to locate the account.

Company response to consumer: Closed with explanation