Consumer complaint received 2025-02-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
Subject : Urgent Appeal Regarding Compromised Apple Card Account and Identity Theft I am writing to express my extreme dissatisfaction and frustration regarding the ongoing issues with my Apple Card account, stemming from a severe identity theft incident. As a result of this breach, I was required to change my Apple XXXX and, consequently, lost access to my previous ID and associated email address. 

I immediately reported this issue to Apple Support and made numerous attempts to recover access to my account. Unfortunately, these efforts were unsuccessful. I also contacted Goldman Sachs to explain the situation, but the assistance provided was inadequate and ineffective. 

Before this identity theft, I maintained a consistent record of prompt payments, which were set up for automatic withdrawal from my XXXXXXXX XXXX  account via the Apple XXXX XXXX. However, the theft caused me to change my XXXXXXXX XXXX account number, which disrupted my auto-pay and led to a missed payment. 

Since then, rectifying these errors has been incredibly difficult. Whenever I contacted Goldman Sachs, I thoroughly explained my situation, but my concerns were not addressed. Repeatedly, call attendants had XXXX notes regarding my previous interactions, indicating a severe lack of communication and record-keeping within your organization. 

It is apparent that since Goldman Sachs announced its decision to cease servicing Apple Card accounts, customer service has deteriorated significantly. As of today, XX/XX/year>, I still have no access to my account information, and my account continues to accrue late fees and interest at an exorbitant rate of nearly 32 %. This is due to my inability to manage the account or make payments through the standard channels. 

Before this incident, I maintained a credit score in the high XXXX and have consistently fulfilled my financial obligations responsibly. I am not seeking debt forgiveness. I simply request that Goldman Sachs and Apple acknowledge their shared responsibility and work with me to find an equitable resolution. As a consumer, a mechanism must be in place to restore access to a compromised account. 

I am requesting the following : ImmediatXXXX assistance in restoring access to my Apple Card account. 

A temporary suspension of all late fees and interest accrual until this matter is resolved. 
A comprehensive review of my account history, with notes reflecting the documented identity theft and my attempts to resolve the issue. 
A clear plan of action to bring my account back into good standing. 
A single point of contact that can be held accountable for the resolution of this issue. 
I urge you to take this matter seriously and provide the necessary support to rectify this situation. I look forward to your prompt response and resolving this ongoing issue. 

Thank you!

Company response to consumer: Closed with explanation