Consumer complaint received 2026-01-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: GOLDMAN SACHS BANK USA
State: GA

Complaint narrative:
I am submitting this complaint regarding Goldman Sachs Bank USAs improper handling of unauthorized transactions on my Apple Card and the unjust closure of my account despite my full cooperation and a positive multi-year account history. 



Summary of Complaint My Apple Card was compromised after one of my personal devices was stolen. The unauthorized party used my virtual/digital Apple Card to make fraudulent purchases. I never authorized these transactions and never gave permission for anyone to use my card.

Although I promptly reported the fraud, followed every security instruction provided by Goldman Sachs and Apple, and had multiple disputes resolved in my favor, Goldman Sachs denied several related disputes from the same fraud event and closed my account.

I am requesting CFPB assistance to correct the dispute determinations and to have my Apple Card account reinstated.

Timeline of Events XXXX 2025 : Unauthorized digital card transactions occurred. 
XX/XX/year> : I reported my Apple Card compromised and requested a replacement card. 
XX/XX/year> : I contacted Apple Card Support after additional unauthorized charges appeared. 
During this call, I was informed : The card that was used was your Digital card, that one cant be disabled but we can block your card if youd like.

I was instructed to reset my Apple ID password and select Sign Out Other Devices to remove unauthorized access.

I completed these steps immediately.

No further unauthorized charges occurred after completing these actions.

Despite my cooperation, my account was placed under review and closed on XX/XX/year>. 



Disputes Denied by Goldman Sachs The following transactions were unauthorized and occurred during the same compromise period, yet were denied : XXXX {$690.00} Thelifetimefence XX/XX/year> XXXX {$94.00} Home Depot XX/XX/year> XXXX {$140.00} The Home Depot XX/XX/year> XXXX {$72.00} XXXX XX/XX/year> XXXX {$430.00} XXXX XXXX XX/XX/year> XXXX {$660.00} The Home Depot XX/XX/year> XXXX {$130.00} The Home Depot XX/XX/year> Disputes Resolved in My Favor Goldman Sachs determined the following transactions from the same period were fraudulent and issued permanent credits : XXXX {$830.00} XXXX XX/XX/year> XXXX {$120.00} XXXX XX/XX/year> XXXX {$83.00} XXXX XX/XX/year> XXXX {$320.00} XXXX XXXX XX/XX/year> These approvals confirm a verified fraud event involving my compromised digital card.

Improper Account Closure My Apple Card account was closed solely as a result of fraudulent activity beyond my control not due to misuse, nonpayment, or policy violations.

I had been an Apple Card holder for over three years without incident, maintained my account in good standing, and fully cooperated with all fraud prevention and investigation steps. 

Closing my account under these circumstances unfairly penalizes a fraud victim and contradicts the purpose of consumer protection laws. 

Basis for Complaint Goldman Sachs actions appear inconsistent with the Fair Credit Billing Act ( Regulation Z ), which protects consumers from liability for unauthorized credit card transactions and requires reasonable investigation practices. 
Specifically : The transactions were unauthorized.

Fraud was reported promptly.

The digital card could not be disabled, as acknowledged by Goldman Sachs.

Identical fraud transactions were both approved and denied without explanation.

No additional fraud occurred after required security actions were taken.

The account was closed despite verified fraud and consumer compliance.

Harm Caused As a result of Goldman Sachs actions : I am being held responsible for fraudulent charges.

Provisional credits were reversed.

My credit account was closed improperly.

I experienced financial hardship and emotional XXXX.

My longstanding customer relationship was terminated without cause.

Company response to consumer: Closed with explanation