Consumer complaint received 2026-06-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: GOLDMAN SACHS BANK USA
State: MA

Complaint narrative:
My Apple Card, issued by Goldman Sachs Bank USA, is currently locked and has remained locked since late XX/XX/XXXX. My linked Apple Card Savings account, also held by Goldman Sachs Bank USA and FDIC-insured, is frozen under the same lock. I have been an Apple Card holder in good standing for several years, with an on-time payment history. This is a recurring problem : my card is locked by Goldman 's security team every few days, and I have had to contact support repeatedly to have it released. The most recent cycle began on or about XX/XX/XXXX, when I tried to buy a laptop from the XXXX XXXX XXXX using Apple Card Monthly Installments ( XXXX ), the interest-free installment plan. The installment attempt was declined. Minutes later I completed the same purchase as a regular Apple Card charge, which posted on XX/XX/XXXX. Shortly afterward my card was locked, and Goldman reached out to me by voicemail and by an email titled " Important Message about your Apple Card account '' instructing me to call. On XX/XX/XXXX at about XXXXXXXX XXXX I contacted Apple Card support through the Messages app. I was passed from an automated assistant to an agent named XXXX, then transferred to a XXXX named XXXX, who verified my identity using my address, phone number, recent transactions, and a one-time code ( I in fact received XXXX codes within a minute ). XXXX then transferred me to a supervisor named XXXX, who identified herself as an Apple Card Supervisor at Goldman Sachs Bank USA. XXXX told me she would mark the transaction as non-fraud, that I would not be charged again, and that she had removed the restriction from my account so that I would be able to use my Apple Card. Within days, the account was locked again. On XX/XX/XXXX at about XXXX a.m., I contacted support again and was connected to an agent named XXXX. XXXX told me my account was " currently under review, '' then that it was " restricted, '' and that Goldman would reach out once the review was complete. When I asked the purpose or trigger of the review and for an estimated timeline, XXXX said, " I can not see much on my end, '' and could provide neither a reason nor a timeline. I asked XXXX to open an escalation for a supervisor to call me back. After some back and forth, XXXX confirmed the callback request had been submitted to the number on file. Across every contact, by chat and by phone, I have received the same non-answer : that the representative can not assist, that my account is under review or restricted, and that I will be notified once an investigation is complete. No one has been able to tell me why my accounts are locked, and the explanations have been inconsistent, ranging from no reason at all, to a vague " account review, '' to a " fraud '' or " suspicious activity '' review. None of this has been provided to me in writing. During follow-up contacts in late XXXX I was told the matter would be resolved by XX/XX/XXXX at the latest. XX/XX/XXXX came and went. As of the morning of XX/XX/XXXX, both my Apple Card and my linked Savings account remain locked. Throughout this period, my obligations and Goldman 's collections have continued without interruption. There is a balance on the card, and Goldman has continued to withdraw my monthly payment from my linked bank account. I am being required to keep paying, and Goldman is continuing to take my money, while I am denied the use of my card, denied access to my own FDIC-insured savings, and given no explanation and no timeline. I am concerned about the effect this prolonged and repeated freeze may have on my credit. I am also aware that on XX/XX/XXXX, the CFPB issued orders against Goldman Sachs Bank USA and Apple concerning their servicing of the Apple Card, including findings about Apple Card Monthly Installments and the handling of consumer disputes. My experience reflects the same kind of servicing and communication failures. I have done everything asked of me and have continued to pay, yet I can not obtain either an explanation or the use of my own accounts. I am asking the CFPB to help me secure a clear answer and the immediate and durable restoration of access.

Company response to consumer: Closed with explanation