Consumer complaint received 2025-09-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
On XX/XX/XXXX, my purse containing all of my identification and personal information was stolen. On XX/XX/XXXX, I received an alert from my credit monitoring service, stating that a potential creditor pulled a copy of my credit file because I applied for credit or services with them. I immediately contacted this creditor to inquire about this alert. Upon speaking with a representative, I was told that an XXXX credit card was opened in my name. I explained my situation and the representative transferred me to their fraud department. The fraud department could not explain to me why I was not contacted prior to this card being opened, even though I had an active fraud alert on my credit reports. I explained that there is an active investigation in progress with my local police department, or credit cards that were used from my stolen purse and that the detective requested that I report any additional identity theft that may occur in the future. I asked for the account number and details about when and where the card was opened and if any charges had been incurred on the card. I was told that they were not able to release any information to me until I completed a report at XXXX and mailed it to them. In the meantime, I was assured by the representative that the account was closed. In the days that followed, I completed the report and mailed it to the credit card company, as I was instructed to. On XX/XX/XXXX, I received an Apple credit card in the mail. To confirm that the account had been closed, as I was previously told, I contacted the credit card company again. An associate advised me that the account had not been closed but had been frozen to prevent further charges from being incurred. I was then transferred to the XXXX department to discuss the situation further. After being disconnected several times, I decided to move forward with submitting a CFPB complaint. I filed complaint # XXXX on XX/XX/XXXX. On XX/XX/XXXX the company submitted the following response, " CFPB Complaint XXXX ID # XXXX Goldman Sachs Bank USA received the above-referenced complaint related to the Apple Card via the Consumer Financial Protection Bureau XXXX CFPB XXXX XXXX Portal on XX/XX/XXXX. We appreciate the opportunity to address the issues raised by XXXX XXXX ( the Customer ) and the CFPB. XXXX XXXX complaint relates to an account opened using her personal information. The Bank reviewed the information provided by the Customer, as well as our records. Based on that review, the Bank has taken the steps to close the account, remove the inquiry from XXXX XXXX credit report and prevent the account from reporting to her credit report. When the Bank received the application on XX/XX/XXXX the credit report received did not have a fraud alert. We can confirm the account was closed on XX/XX/XXXX. The Bank has contacted the True Name Customer to inform them that if they were to send in a police report and affidavit of identity, the Bank can release to them the information on the account profile. Based on the red flags and fraud risk, the Bank requests that the CFPB not share this response with the Consumer Based on the above details, we kindly request this complaint be closed. ". The company followed through with all claims made in their response and my CFPB complaint was closed. However, upon a recent check of my credit reports, I noticed that the account was recently added back onto my XXXX XXXX XXXX credit reports listed as a charge off, which is now negatively impacting my XXXX XXXX. I have since initiated disputes with both credit reporting agencies. The dispute with XXXX  is still pending and the dispute with XXXX  was closed as they stated that they verified the debt as accurate. Today, XX/XX/XXXX, I called XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX to discuss the situation. I was informed that the account was not closed and the the fraud investigation from XXXX ( case # XXXX ) was still pending. They could not provide me with any further information and said they would escalate my new case ( case # XXXX ) to a supervisor and I would hear back from them within 10 days. Attached, you will find a copy of the CFPB complaint that I filed in XXXX with the response from the company stating that the account would be closed, the inquiry would be removed from my credit report and that they would prevent the account from being reported to my credit report. You will also find copies of my Experian credit report ( XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ), listing the debt as a past due charge off.

Company response to consumer: Closed with non-monetary relief