Consumer complaint received 2026-05-28 00:00:00
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: GOLDMAN SACHS BANK USA
State: MN

Complaint narrative:
I am filing this complaint against Goldman Sachs Bank USA / Marcus by Goldman Sachs regarding the mishandling of my GM Rewards credit card account during and after a creditor-initiated account transfer from XXXX XXXX, XXXX. in early XXXX. I believe Goldman Sachs violated federal law by failing to provide required periodic billing statements, failing to notify me that my autopayment was cancelled, and ultimately charging off an account that went delinquent solely as a result of their own billing failures and not any willful decision on my part to stop paying. I held a GM XXXX XXXX credit card with XXXX XXXX, XXXX. ( account ending in XXXX ) since XX/XX/XXXX. Throughout my time as a XXXX XXXX cardholder I maintained a consistent and responsible payment history, including a $ 500 monthly autopayment and frequent additional voluntary payments above and beyond the autopay amount. I was enrolled in paperless billing with XXXX XXXX. My {$500.00} autopayment was set up through XXXX XXXX payment system. XXXX. WHAT GOLDMAN SACHS FAILED TO DO A. Failed to Send Periodic Billing Statements After the account transferred to Goldman Sachs, I never received a single billing statement, paper or electronic. Under the Truth in Lending Act ( TILA ) and Regulation Z, 12 C.F.R. 1026.7, creditors are required to deliver periodic statements for each billing cycle in which a balance is owed. Goldman Sachs failed to do this. The only Goldman Sachs statement that exists in this entire matter is the final charge-off statement dated XX/XX/XXXX XX/XX/XXXX, showing the account already closed with a past due amount. I do not recall receiving this statement in the mail but had received this through trying to validate this debt most recently. There are no statements for the approximately XXXX months between XX/XX/XXXX and XX/XX/XXXX. B. Failed to Notify Me That Autopay Was Cancelled XXXX XXXX own statement warned that autopay would not transfer. Goldman Sachs took no adequate steps to notify me that my longstanding $ XXXX monthly autopayment had been cancelled and that I needed to establish a new payment arrangement. I received no notice, no phone call, no email, and no paper communication alerting me that payments were no longer being processed. XXXX Failed to Enroll Me in Paperless Billing Properly I was on paperless billing with XXXX XXXX. Goldman Sachs appears to have placed me on paperless billing without obtaining my separate consent or enrollment, while simultaneously failing to send paper statements as a default. The result was that I received no statements of any kind. A creditor can not place a consumer on paperless billing without affirmative consent and then use the absence of paper statements to justify a charge-off. XXXX Charged Off the Account Due to Their Own Billing Failure Because I never received statements from Goldman Sachs, I had no way of knowing payments were not being processed. I received a new card from Goldman Sachs but did not activate it because, given the confusing transfer chain I had been told about XXXX XXXX to Goldman Sachs, then reportedly to XXXX I was uncertain whether I even had an active account. Goldman Sachs charged off the account on XX/XX/XXXX, without ever having properly billed me or notified me of the growing past due balance. The charge-off is a direct result of Goldman Sachss own failure to communicate with me, not a reflection of my willingness or ability to pay. XXXX. PAYMENT HISTORY DEMONSTRATES WILLINGNESS TO PAY The XXXX XXXX statements covering XXXX through early XXXX show the following consistent payment pattern : A $ 500 monthly autopayment processed reliably every month Multiple months where I made additional voluntary payments on top of autopay, including a {$2800.00} payment in XX/XX/XXXX and a {$1500.00} payment in XX/XX/XXXX among others A demonstrated effort over years to reduce the principal balance This is not the payment history of someone who chose to walk away from a debt. This is the payment history of a responsible borrower whose payment mechanism was cut off without their knowledge by a creditor-initiated transfer.

Company response to consumer: Closed with explanation