Consumer complaint received 2025-06-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: GOLDMAN SACHS BANK USA
State: NY

Complaint narrative:
Subject : Unlawful Denial of XXXX  Assistance by Goldman Sachs Bank USA ( Apple Card ) This complaint details Goldman Sachs ' repeated refusal to provide access to its advertised long-term Customer Assistance XXXX for XXXX Apple Card account. The bank is improperly denying my request by misapplying a rule from a temporary, one-month referral program to block me from a separate, long-term XXXX  plan. This action is a direct continuation of the systemic customer service failures identified by the CFPB in its XX/XX/XXXX enforcement action against Goldman Sachs and XXXX ( In the Matter of : Goldman Sachs Bank XXXX XXXX. 

Background : I have been unemployed for XXXX  months and am experiencing significant, long-term XXXX XXXX  I am proactively trying to manage my {$15000.00} Apple Card balance and have sought a sustainable payment arrangement. 

Chronology of Events ( Full Transcript Attached ) : Over the past several days, I have made multiple attempts to resolve this via XXXX 's message service. I was passed between numerous representatives ( including XXXX, XXXX, XXXX, and XXXX ) and was repeatedly told no programs were available, or to " check back next month. '' At times, it seemed like I was being encouraged to default. At all times, my direct questions were mostly met with scripted, clearly algorithm-driven, deflection. 

On XX/XX/XXXX, I was connected with a supervisor named " XXXX. '' The key exchange was as follows : XXXX ( XXXX ) : " I do see you were declined for it on XX/XX/XXXX. It was due to : Customers XXXX participate in the XXXX Assistance XXXX only once during a XXXX period. You have already participated in the XXXX Assistance XXXX within the last XXXX  months. You have been enrolled with our program already on XX/XX/XXXX. '' My Response : I explained that this was a continuation of the failures detailed in the CFPB 's prior enforcement action and quoted XXXX 's own support documentation, which explicitly states : " Whether you need temporary payment relief or are dealing with a long-term XXXX, Apple Card XXXX assistance plans can help reduce XXXX XXXX  Several plans are available ... '' XXXX 's Final Refusal : " I can provide you my name which is XXXX but I can not provide you my ID number. We have the XXXX Assistance XXXX to our customers. But we can only provide it once during a XXXX  month period. You have already have been in enrolled on XX/XX/XXXX. At this moment we can not offer that program again. '' The Violation : XXXX XXXX is incorrectly conflating a temporary, one-month referral with the separate, comprehensive plans offered for long-term XXXX. XXXX 's own website confirms that " Several plans are available '' for different needs. By using the one-month referral as a pretext to deny a proper evaluation for a long-term plan, Goldman Sachs is not only XXXX to adhere to its own advertised policies but is repeating the exact misconduct for which it was recently sanctioned by the CFPB. This demonstrates a continued failure to establish a " credible plan '' for legal compliance, as required by the CFPB 's order.

Company response to consumer: Closed with explanation