Consumer complaint received 2025-11-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
Summary : This is a follow-up complaint regarding my Apple Card account with Goldman Sachs Bank USA . The companys previous CFPB response was inaccurate and omitted key facts. New information and unresolved issues have since occurred, including premature charge-off reporting while I was in active settlement discussions and repeated failures to update my contact information despite safety concerns and multiple documented requests. 
Background : My phone was stolen, and I began receiving death threats from individuals demanding that I unlock the phone and stating they had access to my Apple Pay and credit card. I immediately reported this to law enforcement and filed a police report, which included the officers contact information. I provided screenshots of these threats and the report to both Apple and Goldman Sachs when requesting a new card and an update to my phone number for security reasons. 
Despite sending this documentation and confirming my new number several times with different representatives, my phone number was never updated. My mother later reactivated my old number and received a text message from Goldman Sachs, showing that the bank continued to use outdated contact information. As a result, I did not receive billing statements, calls, or any payment-plan options. 
Settlement Discussion and Charge-Off : On XX/XX/year>2025, I spoke with a Goldman Sachs representative for about XXXXXX/XX/XXXX to discuss a settlement ( not a hardship plan ). I asked if I could settle my balance at XXXX percent ; the representative said the account could be settled at XXXX percent and that the charge-offs would be removed from my credit reports after I made payment and filed a dispute with the credit bureaus. 
When I asked for written confirmation of these terms, the representative said I had to make a payment first and then enroll in the program, which was never explained. I clarified that filing a credit-bureau dispute is not a settlement, but he insisted this was the process. I repeatedly asked for a supervisor, was placed on hold for over an hour, and was finally told no supervisor was available. 
After this calland while I was still awaiting the promised follow-up from a supervisorGoldman Sachs reported or updated my account as charged-off. This occurred while I was acting in good faith to resolve the balance, which makes the reporting inaccurate and unfair. 
After the Call : I spoke with several other representatives afterward and again provided my correct phone number and explained the ongoing safety issue. Even after these contacts, my number was still not updated, and I never received written settlement terms, billing statements, or payment-plan offers. 
Goldman Sachs response to my prior CFPB complaint falsely claimed that I declined payment plans and that various offers were sent. This is incorrect : I never received any offers, and I was attempting to confirm terms in writing before sending payment.

Company response to consumer: Closed with explanation