Consumer complaint received 2024-04-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: GOLDMAN SACHS BANK USA
State: TX

Complaint narrative:
On XX/XX/XXXX, I received an email from Goldman Sachs about the closure of my Apple Card account associated with my Apple ID due what they claimed to be " failure to comply with the terms of the Customer Agreement ''. I called Goldman Sachs about the closure and they confirmed the account was indeed closed. I explained that that there must have been a mistake, as i couldn't have done anything that violated the user agreement. 

In early XXXX started a small tech business while I in the military stationed in the PNW. I set up tech infrastructure for clients on my free time. I frequently had clients change their minds on specific technologies they wanted after I had provisioned them. If the items were Apple brand, I would use the Apple card to purchase them. I often had cancel orders or return things like computers, monitors, etc because the client would change their minds on the brand or specs of a product. Being in the military I also had shorts term orders to different locations around the US. This would often cause delays in my client orders so I hired an assistant that handle the ordering. I added my assistant to my apple card account so they could do their job. In XX/XX/XXXX my military contract ended and I settled in TX. I don't know if it was the frequent returns I had to do or the fact that I moved locations frequently that set off flags, but these would have all been legitimate use of the card. 

I even reread the Apple Card user agreement and could not find anything that would cause the closure. I then asked what terms in the agreement was violated. The rep responded that they have no way of telling as the only thing they could see was what was in the closure email. For the last 08 months I've been escalating the issue through Goldman Sachs to figure out why my account was closed. I was told something different by almost every representative. I was told to that my profile was in good standing and should just reapply. I would try to reapply from my Apple ID only to find the Apple card application portal telling me to add the card back to my apple wallet as if I still had a card effectively preventing me from applying. Then I was told to just reapply from a different Apple ID. When I applied with a new Apple ID, the application portal no longer showed as errors, but after submitting the application, it would sit in a pending review state for 15+ days before I would receive an email denying my application " due to system error ''. I was then told to wait 30 days, then 90 days, then 180 days. All the representatives telling me that I shouldn't be getting any of the errors and my Apple ID is in good standing. Still nobody could tell me what terms were actually violated. On around XX/XX/XXXX, I received a call from a Goldman Sachs manager stating that they have done a thorough investigation on why I was having problems reapplying. She said they didn't find anything that could cause this issue on their end. She goes on to say she also couldn't see what terns were violated and to just keep randomly applying and matter is now closed. I then asked for a copy my account transcripts to review. She said that she could put in a request but it would be up to Goldman Sachs whether the company want to give it to me. As of XX/XX/XXXX, I have not heard back from Goldman Sachs specifically about my data request. 

I recently tried to apply for the Apple Card Again as my business was starting to pick and the Apple Card made ordering from Apple really streamline. I was met with the same Pending review time. I called Goldman Sachs on XX/XX/XXXX to inquire about the application as it had been pending for almost 3 weeks at this point. The first representive verifies my identity but couldn't even find or see that there was an application pending for me, even though I was looking at the pending notification as we spoke. They then transferred me to another department. The rep at the next department also can't find the application. They inform me that someone had written in my account notes that I have been blacklisted due to the previous account closure and that I will not be able to apply again. That's was crazy to hear! Especially when Im still receiving automated emails from Goldman Sachs making it seem like my account is still active. This whole experience has been crazy and at this point seems retaliatory for requesting so many escalations. This deserves a second look. I don't know what I did that would have caused flags but I'm sure it could have been explained if Goldman Sachs bothered to called to gather facts.

Company response to consumer: Closed with explanation