Consumer complaint received 2024-01-07 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: MD

Complaint narrative:
I am writing to submit a complaint regarding an ongoing issue with my Apple Card, provided by Goldman Sachs. In XX/XX/2021, I was offered this card when purchasing a XXXX XXXX for {$1100.00}. Unfortunately, shortly thereafter, I faced a series of health emergencies, which significantly disrupted my ability to manage my financial affairs. 

Key Points of My Situation : Health Crisis and Lost Wallet : In XX/XX/2021, I lost my wallet, including my Apple Card and phone, during a health emergency. I was frequently hospitalized and even admitted to the XXXX XXXX XXXX in XX/XX/2021 ( discharge notes attached ). 
XXXX XXXX and XXXX XXXX : My illness required me to spend significant time in XXXX with my parents, further complicating my ability to address the card issue. 
Recovery and Follow-up : Upon feeling better in Fall 2021, I attempted to resolve the issue with my Apple Card. However, my explanation was not considered, as Goldman Sachs based their decision on the possession of my phone, which I had only recently recovered. 

Brief Explanation : After that, I stayed with friends and relatives, and in XX/XX/2021, I was admitted to the XXXX XXXX unit, for which I have attached the discharge notes. I have been ill for the last XXXX years and am currently trying to get my life back on track. Part of this involved an extended stay in XXXX with my parents. When I felt better this fall, I attempted to follow up on my Apple Card issue. 
I explained that I had tracked down my phone through a friend, but this was used against me, implying it was my responsibility, and I wasn't given a chance to fully explain the situation. All communication with the company was conducted via text messages, making it difficult to convey my circumstances effectively. 
I informed them that the person I retrieved the phone from is an acquaintance, specifically a cashier I know at the XXXX XXXX XXXX in the XXXX XXXX area. He is from my home country, XXXX, and I only know his first name, XXXX. I was taken to an emergency room directly from the gas station in XXXX, and thereafter, I did not return to my apartment, instead staying with family in XXXX, Maryland. After a considerable time, I revisited the area and was fortunate enough to find XXXX, who then returned my phone to me. 
Since XX/XX/XXXX, I have lost both the physical Apple Card and my phone and have not used the Apple Card since. However, Goldman Sachs has rejected my dispute without providing any reason. My attempts to speak directly with a representative have been to no avail. 

Unresolved Dispute with Goldman Sachs : Despite explaining that the phone was retrieved from an acquaintance, Goldman Sachs closed my dispute without adequate explanation. My efforts to communicate via text and request phone conversations with supervisors have been unsuccessful. 

Recent Interactions with Goldman Sachs : Interaction with Supervisor XXXX : Provided inaccurate information regarding my account, later corrected upon presenting screenshots of previous communications. 
XXXX with XXXX XXXX : Promised a supervisor 's call within XXXX hours, which did not occur. Instead, I received an email stating my fraud dispute was closed. 

Attached Documents : Discharge documents from XXXX XXXX XXXX ( XX/XX/2021 ). 
XXXX screenshots of communication with Goldman Sachs employee XXXX. 
XXXX screenshots of communication with Goldman Sachs employee XXXX. 
Email from Goldman Sachs denying my fraud dispute. 

I am reaching out to you in the hope of finding a resolution to this matter. I am still going through mental health struggles and this issues is taking a toll on me. It has been a challenging period, and the lack of professional response from Goldman Sachs has added to my distress. I would greatly appreciate your assistance in addressing this issue. 
Thank you for your attention to this matter. 

Sincerely, XXXX XXXX email : XXXX Phone number : XXXX

Company response to consumer: Closed with monetary relief