Consumer complaint received 2025-02-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: GOLDMAN SACHS BANK USA
State: NJ

Complaint narrative:
I received a call from a number that said " XXXX '' saying that there seemed to be fraudulent activity on my account. They said that someone had ordered iphones to the XXXX account to be shipped to Kentucky. They walked my through my XX/XX/XXXX account details, listing both correct and incorrect information. They said that the had cancelled the phone charges and they would try to get our account back to normal. I have a family plan with my mother. They said, I confirmed, that there was a " hold '' on her phone number which was allowing her to make and receive text messages but unable to make or receive phone calls. I confirmed by having a friend trying calling her. They said that the account wasn't good anymore and they werent unable to unhack it and they had to open a new account for me. To do it i would have to pay the amount of the last bill. They claimed because the account was hacked I couldn't use the regular channels and had to submit a payment via XX/XX/XXXX or apple pay to an account manager. They said I would be refunded immediately. I sent the first payment of XXXX. I was asked to send a screen shot with no account identifying information confirming the payment had been made. They then said they were having me use XX/XX/XXXXto enter a code that would refund my initial payment. I was told to start with XXXX which was meant to indicate that it was a code not a payment. This happened twice more before I reached the max for that number. They then walked me through setting them up as an apple pay XX/XX/scrub>/25, XXXX XX/XX/XXXX Complaint Submitted - Internet Crime Complaint Center account. Each time they said the refund code had an error and that's why it wasn't working. My mom 's phone number still didn't work. I sent the apple pay and they asked me to send another amount but I didnt have the funds available. THey asked for a smaller amount but it woulnd't go through. They said i would receive a phone call from XXXX the next day at XXXX to close out the process and to get four months free service. They were about to hang up but i confirmed my mom still couldn't make or recieve phone calls. THey put me on hold and then came back saying she could. I said the refund hadn't appeared yet and they said it would take 30 minutes and hung up. The whole call took 1 hour 30 minutes exactly. I was " transferred '' to different people who were supposedly different roles and departments helping me with the process. I asked how do i know this isn't fraud and they pointed me to the caller ID showing XXXX and the XXXX number and that they had said the call was being monitored. Almost immediately after hanging up I realized the scam and called my bank to file a complaint. TheXX/XX/XXXXpayments have been reversed but the apple payment of {$990.00} has not. XXXX denied my previous claim submitted here becasue it was apple pay. There is no place for me to find older ( past last ten ) transactions in my apple pay application to dispute the charge.

Company response to consumer: Closed with explanation