Consumer complaint received 2024-07-02 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: CA

Complaint narrative:
I would like your assistance in resolving an issue with which I have been dealing for almost a month. This involves my now-closed Apple Master Card, issued by Goldman Sachs . 

On XX/XX/year>, I made a purchase of appliances and plumbing fixtures for a home renovation project from a previously reputable business in XXXX XXXX XXXXXXXX. Less than a month after making the purchase, the business unexpectedly closed its doors. I immediately filed a dispute with Goldman Sachs ( XXXX ). The business subsequently filed for XXXX  XXXX bankruptcy, and I submitted the notice I received to Goldman Sachs by email. The notice was issued by the United States Bankruptcy Court, XXXX XXXX XXXX XXXX XXXX and clearly indicated that my husband and I were creditors, and the Debtor was the defunct company, XXXX. 

On XX/XX/year>, I received Goldman Sachs stating the dispute was complete and the merchant charge would be removed from my account. I obviously appreciated this resolution in my favor. 

Several days later, on XX/XX/XXXX, my Apple Card was unexpectedly locked. When I called to inquire, I was told it was because one of Goldman Sachs ' employees had flagged my account because they erroneously concluded that I had filed for bankruptcy. 

I spoke to a second support person named XXXX on XX/XX/XXXX. He explained that an agent had made a mistake, and that he would create a case to escalate this problem ( # XXXX ). Eventually, my card was unlocked, and my access was restored. I received an email on XX/XX/XXXX, noting my bankruptcy inquiry had been resolved. 
Once again, I would like to reiterate that my husband and I have NEVER filed for bankruptcy, and that an inept low-level employee made a grave error in ascribing this to us. 

As you might imagine, this was extremely frustrating, especially because there was a negative balance on my account of {$19000.00}. I closed my account on XX/XX/XXXX, as soon as the card was unlocked, because I had no intention of continuing to do business with a financial organization with staff so incompetent as to not understand the basic premise of a company filing for bankruptcy. When I closed my account, I was assured by the agent the {$19000.00} would be transferred back to my account, ending in XXXX. I was told this would take between XXXX days. 

I still have not received my money. I called on XX/XX/XXXX to inquire and was told by a specialist that the dispute had NOT been resolved and there was on-going investigation. This directly contradicts the email I received on XX/XX/XXXX. He promised to escalate the matter, and yesterday, XX/XX/XXXX, I spoke to XXXX specialists who were again unable to assist me. One of them, XXXX, again asked about my supposed bankruptcy. As I was at work, taking emergency call as a surgeon, I was unable to stay on the phone with him and again hash out this matter which, according to Goldman Sachs ' email on XX/XX/XXXX, had also been resolved. 

At this point, Goldman Sachs owes me {$19000.00}. I have spoken to many of their representatives and none have been able to assist me. I have also mailed a letter to the company, detailing the above events and requesting my money.

Company response to consumer: Closed with non-monetary relief