Consumer complaint received 2026-05-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
I am submitting this follow-up complaint against Goldman Sachs Bank USA regarding the servicing, restriction, collection handling, and credit reporting of my Apple Card account. My prior complaint did not fully address the sequence of servicing failures and communication issues that materially contributed to the delinquency and continued derogatory reporting of this account. I am not disputing that a balance once existed. I am disputing the manner in which the account was serviced, restricted, reported, and pushed into default despite repeated good-faith efforts to resolve the obligation. XXXX. Unjustified Account Restriction and Closure : Several years ago, my account was abruptly flagged and restricted following a small legitimate international transaction related to mental health support services. I immediately confirmed directly with representatives that the transaction was authorized and that no fraud had occurred. Despite these confirmations, Goldman Sachs proceeded to restrict and ultimately close the account. This action removed my access to an otherwise functioning credit line without providing a reasonable opportunity to maintain or manage the account under normal conditions. XXXX. Interference With Payment Mitigation Efforts : While the balance remained manageable, I proactively attempted to resolve the debt through a Balance Transfer. During my initial communication with Goldman Sachs, a representative confirmed that a Balance Transfer would be possible and instructed me to obtain the required transfer information. However, when I contacted the bank again with the requested information, I was informed by another representative that a Balance Transfer could not be accepted because the account had already been closed. The banks refusal to process a payment method that had initially been represented as available materially interfered with my ability to mitigate the balance and avoid delinquency. The account closure itself became the technical barrier used to reject payment resolution efforts. XXXX. Failure to Reasonably Accommodate Documented Hardship Circumstances : Following the account restriction, I continued making payments for an extended period using limited unemployment benefits after a sudden layoff. Thereafter, I experienced multiple documented emergency hardship events, including a serious health emergency, XXXX illness, and XXXX separate housing displacement emergencies. Specifically, I was forced to evacuate my residence during the government-declared XXXX XXXX XXXX XXXX and later experienced a second displacement due to apartment flooding. My insurance company acknowledged these events and issued emergency-related assistance. XXXX. Collection Communication Concerns : During this period, I repeatedly communicated to Apple Card support representatives that I was not refusing my financial obligations and was actively attempting to stabilize the account under emergency conditions. I also requested that communications be transitioned to written correspondence only due to severe stress and ongoing health-related hardship circumstances. Instead of providing a reasonable accommodation or workable repayment structure, I continued receiving repeated collection-related phone calls, including demands for a lump-sum payment that I was financially unable to provide at that time. These communications continued despite my requests for written-only contact accommodations. XXXX. Inaccurate and Potentially Non-Compliant Credit Reporting : The continued reporting of this account appears inaccurate, disproportionately harmful, and inconsistent with the requirements of fair and accurate credit reporting under the Fair Credit Reporting Act ( FCRA ). Given the servicing failures, disputed account handling, hardship circumstances, and unsuccessful attempts to resolve the balance in good faith, the ongoing derogatory reporting does not appear to accurately reflect the full context of the account history. I am requesting a full investigation into the accuracy, compliance, and continued furnishing of this tradeline to all consumer reporting agencies. XXXX. Relevance of Recent CFPB Enforcement Actions : It is now a matter of public record through the Consumer Financial Protection Bureau ( CFPB ) Consent Order involving Goldman Sachs and Apple Inc. that the Apple Card program was found to contain significant systemic servicing and dispute-handling deficiencies, including failures involving consumer disputes and account handling practices. My experience appears materially consistent with many of the operational and servicing concerns identified within those enforcement findings.

Company response to consumer: Closed with non-monetary relief