Consumer complaint received 2023-12-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: GOLDMAN SACHS BANK USA
State: CO

Complaint narrative:
I had my Apple ( Goldman Sachs ) card hacked back in spring of 2023. I do not have the exact date as I no longer have access to account or email. When this occurred Apple Card contacted me to question the fraudulent charges that had been made. I confirmed that it was fraudulent. They then changed my online credit card #, but did not cancel the physical card, as I had possession of it. Later that day I received a call ( supposedly from apple card ) saying there had been more fraudulent charges. I gave them the information they requested, until they asked for my entire social security # and it just started to seem fishy, at which time I hung up. I called Apple Card to see if that call was actually them and they had no record of a call being made to me. I then told the apple customer service people exactly what had transpired. I had assumed at this time my card and account were closed and canceled, due to all my personal information being taken by the fraudulent call. At the same time my card was hacked so was my Apple ID, email associated with that account. 

From that date forward I never received any sort of communication from apple card. I foolishly assumed that the card was cancelled and the account closed. On XX/XX/2023 I called Goldman Sachs to get a new credit card/account. I was told my account was still open and it had a very large balance, $ XXXX approximately at that time. I said that all has to be fraudulent charges. At that time I was transferred to someone else who could help with fraud. While speaking to this person she said that my bank had been making payments, the last auto payment was made in XXXX in the amount of {$6200.00}. I was shocked to hear this. Then I was transferred to another person to assist me. It was decided the best way to figure out the date this fraudulent activity started-would be to get a copy of all my statements. When getting my address to mail them to me she let me know that the address on the account along with phone number and email- all had been changed by the people who hacked my account. All of my information had been changed by these hackers. In that case since none of my information matched what is associated with the account they could not send me any statements. She told me she escalated it to the powers that be. She also advised me to write a letter of formal dispute, done XX/XX/2023. I looked through all my bank statements from XX/XX/2023 and found that XX/XX/XXXX is when the fraudulent charges started. Close to {$50000.00} in fraudulent charges. My credit has been greatly affected as well. I am trying to get my money back that has been paid towards my bill-but it was all fraud. 

On XX/XX/2023 I contacted my bank to stop any further payments to Goldman Sachs. 

My coworker recommended contacting the attorney general to further escalate my issue, which I have done, XX/XX/2023. I have spoken to apple card specialists numerous times ; the dates are : XXXX XXXX, XXXX XXXX. XXXX XXXX. XX/XX/2023. Every time I have to explain my whole situation, spend an hour or two speaking to them, and then nothing happens. I am writing to find out if there is any help or guidance to be offered. I do not have access to the email associated with this account therefore I have no way of communication except for the XXXX #. Each time I speak with someone I have escalated it to the supervisor. I am told I will receive communication via mail within 2 weeks-which has never happened. I have now been trying to get this resolved for 3+ months. I am at a loss of what my next steps are.

Company response to consumer: Closed with monetary relief