Consumer complaint received 2026-06-08 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: WA

Complaint narrative:
I am a XXXX individual and I have lost my ability to work due to ongoing surgeries and medical procedures since XX/XX/XXXX. I have contacted Apple Card customer service multiple times requesting a financial hardship plan through their bank, Goldman Sachs, and have been repeatedly denied without cause, violating fair consideration standards for consumers experiencing medical emergencies. In XXXX of XXXX, I first reached out by phone to a specialist at Goldman Sachs Bank regarding my Apple credit card account and the need for a medical/financial hardship repayment plan. I explained, in detail, the nature of my XXXX XXXX as well as the surgeries and procedures I am having to undergo. I explained that I had not been able to work since XXXX of XXXX and I wouldn't be able to return to work until I had several health issues addressed. I was told I didn't qualify for a repayment plan because my account was not past due but they could allow me to miss one payment with no interest applied for 30 days and no report to the credit bureau. I told them that while I would accept this option as a start I would also need a repayment plan for the longer term. I was informed that I didn't currently qualify for a hardship repayment plan. I explained that I was trying to take responsible proaction and also protect my credit rating. They still wouldn't help me beyond the 30 day grace period. On XX/XX/XXXX, just prior to the expiration of the 30 day grace period, I reached out again via chat through the XXXX XXXX XXXX so I could keep a record of the communications. I chatted with XXXX and then with XXXX, another specialist, who after taking me through the whole eligibility questionnaire again ultimately advised me that currently there were no plans available for me but to call back in a week when my account was officially past due. I again explained I was trying to avoid going into arrears, just as I had in my XXXX communications, but it made no difference. XXXX offered no other options so I agreed to call back in a week when my account would be officially past due. On XX/XX/XXXX, with my account now overdue, I reached out via chat once again trusting I would now be eligible for a medical crisis repayment plan. This time I was connected with XXXX ( AI? ) and then with a Goldman Sachs specialist named XXXX. Just as in the previous chat with XXXX on XX/XX/XXXX, XXXX went through the whole questionnaire process to see what plans were available although this time additional questions were asked regarding when I would be able to start making payments again and how much. ( I have additional detail in the saved chats, if needed. ) At the end of the series of questions, I was once again told there were no plans currently available. Out of frustration, I asked for detail about the eligibility process as well as all the potential plans. XXXX couldn't or wouldn't provide that information instead suggesting that the more my account fell behind the better the options would be. He also strongly encouraged me to begin calling in on regular basis, even daily. On Monday, XX/XX/XXXX, I tried to connect again via chat. This time I was notified the chat option was not available. I called in instead and reached XXXX, a specialist at Goldman Sachs Bank. Long story short, I underwent a very brief version of the eligibility questionnaire and was told I didn't qualify but I should call back in three weeks. This time I immediately asked to speak with a supervisor. XXXX put me on hold for a few minutes, then came back to say her supervisor would have to call me. XXXX asked what would be a good time for me to take a call and I told her immediately. She said she would pass that on and I should expect a call immediately. I hung up with XXXX at about XXXX XXXX. It is now XXXX XXXX and still no call back. This afternoon, XX/XX/XXXX, I began researching Goldman Sachs Bank Financial Hardship Repayment options independent of what's listed on the Apple Sponsored Website for Apple Credit Card Financial Hardship Repayment options. ( This Apple-sponsored site makes it seem like these options are readily available for legitimate hardship situations, which is clearly not the case. ) I gradually realized Goldman Sachs Bank is one of the most difficult to work with for getting this kind of assistance. It was at this point that I decided to go through CFPB.

Company response to consumer: Closed with explanation