Consumer complaint received 2026-03-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: GOLDMAN SACHS BANK USA
State: IL

Complaint narrative:
Formal Summary for CFPB Escalation Apple Card / Goldman Sachs Credit Reporting Issue Background : - XX/XX/year> : I reported my XXXX account lost or stolen. My Apple Card ( issued by Goldman Sachs ) became inaccessible, and autopay was canceled without any notice. - XX/XX/year> : I unknowingly missed a payment because I had no access to statements or notifications due to the locked Apple account. - XX/XX/year> : I received a notification from XXXX that a missed payment occurred. I contacted Apple who transferred me to Goldman Sachs as the physical card had no telephone number and there is no portal to access your account for Goldman Sachs on the Internet. I paid the full balance via ACH, and was told the account would be closed. This first missed payment was reported as late despite being caused by system access failure, not willful nonpayment. - XXXX XXXX : My credit report showed two green months indicating the account was current and inactive. - XX/XX/year> : A new {$0.00} charge inexplicably posted to the account I had been told was closed. A second late payment was reported, even though I had no active account, no access to statements, and no ability to manage or view the account. Key Issues : 1. Systemic Access and Notification Failure - Apple Card requires an active Apple ID to manage payments or view statements. - Once my iCloud was compromised and locked, I permanently lost access to the card, account history, and any residual charges. - Apples account recovery process failed, leaving me without recourse and without access to years of personal data, contacts, email, and 30 years of uploaded family photos, financial and purchase records, music and apps and the data in those purchased apps and subscriptions too. 2. Unfair Credit Reporting - My credit report shows two separate late payments : one in XX/XX/year> and XXXX in XX/XX/year>. - The XXXX late payment occurred on an account I was told was closed, with XXXX months of green/inactive reporting in between. - I was forced to pay {$0.00} for a residual charge I could not verify, while still being penalized with a late mark. 3. Consumer Harm - Two unfair late marks continue to damage my credit score, raising costs for credit and lending. - I was forced to apply for a new Apple Card, incurring a hard inquiry, to continue basic functionality for Apple purchases. - The systemic failures by Apple and Goldman Sachs, combined with the inaction of TransUnion and Experian, leave me bearing the full financial and emotional harm of their poor design and lack of accountability. Requested Resolution : - Remove the late-payment marks from the 2022 Apple Card account to reflect that payments w ere missed due to inaccessible systems, not consumer negligence. - Require Apple/Goldman Sachs to provide functional backup access or notification methods for consumers whose Apple IDs are compromised. - Ensure that residual charges do not generate delinquencies on closed accounts. This case highlights a serious systemic issue where company policies and account design harm consumers, locking them out of their own accounts and then penalizing them for conditions beyond their control.

Company response to consumer: Closed with non-monetary relief