Consumer complaint received 2026-01-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
Dear Sir or Madam, I am submitting this formal complaint against Goldman Sachs Bank USA regarding its repeated failure to update my phone number and its refusal to provide reasonable and lawful identity verification accommodations, despite my status as a XXXX Veteran. 

I requested that my phone number be updated on my account after discontinuing my prior number due to excessive scam and robocalls, a common and well-documented consumer protection issue. Goldman Sachs refused to update my contact information and instead relied exclusively on a phone number sourced from public records, disregarding the reality that consumers frequently change phone numbers for safety, privacy, and fraud-prevention reasons. 

Further, Goldman Sachs failed to accommodate alternative, federally and state-issued identity verification methods. I provided valid identification issued by the State of Florida in the form of a Driver License, as well as a valid United States Passport issued by the Federal Government. Despite the reliability and legal sufficiency of these documents, Goldman Sachs refused to accept them for verification purposes and insisted solely on phone-number-based verification tied to public databases. 

As a XXXX Veteran, I am entitled to reasonable accommodations in access to financial services. Goldman Sachs rigid and phone-number-only verification process imposes unnecessary barriers, disproportionately impacts individuals with XXXX, and fails to align with inclusive and accessible banking standards. The bank made no meaningful attempt to offer alternative verification options such as supervisor escalation, secure document review, or other reasonable accommodations. 

For the record and locator purposes, I contacted Goldman Sachs customer service today at XXXX. The call began at approximately XXXX XXXX XXXX and lasted XXXX minutes and XXXX seconds. During this call, I again requested that my phone number be updated and offered lawful government-issued identification for verification. These requests were denied, and no reasonable accommodation or alternative verification method was provided. 

Goldman Sachs actions effectively denied me reasonable access to my own account and prevented me from maintaining accurate contact information, creating unnecessary risk, inconvenience, and potential harm. This conduct raises serious concerns regarding compliance with consumer protection obligations, XXXX accommodation requirements, and fair access to banking services. 

I respectfully request that this matter be investigated and that Goldman Sachs be required to : Accept lawful government-issued identification, including state driver licenses and U.S. passports , as valid verification methods; Provide reasonable verification accommodations for XXXX Veterans and other protected consumers ; Update my phone number promptly without exclusive reliance on outdated or third-party public records ; and Review and correct internal policies that rely solely on phone numbers as a gatekeeping mechanism for account access. 

I request a written response addressing these concerns and detailing any corrective actions taken. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation