Complaints

This profile includes complaints for The Goldman Sachs Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Goldman Sachs Group, Inc. has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Goldman Sachs Group, Inc.

  200 West Street New York, NY 10282-2102

• 

  Goldman Sachs

  555 California St. San Francisco, CA 94104

• 

  Goldman, Sachs & Co.

  100 Crescent Ct STE 1000 Dallas, TX 75201-7893

• 

  Goldman Sachs Personal Financial Managerment

  1707 Langhorne Newtown Rd Ste 1 Langhorne, PA 19047-1004

• 

  Goldman Sachs & Co

  3414 Peachtree Rd NE # 600 Atlanta, GA 30326-1167

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12, 2025, I contacted Goldman Sachs regarding my Apple card. I dealt with four total employees. The first three employees were incompetent and inappropriate.I and an ***** representative called and spoke with two Goldman employees. The first Goldman employee, like most of the others, was incompetent and unable to address my concerns. He quickly hung up on me and the ***** employee for no reason.The second Goldman employee with whom ***** and I spoke was incompetent and melodramatic. When I requested to speak with a supervisor, the employee (a woman) continued acting dramatic and wrongfully refused to get a supervisor. Even after I told this oddly acting employee my full name, she continued to call me "******." This employee had no interest in helping me as a Goldman customer.I contacted ********************** again and asked for a Supervisor. I spoke with ******. I asked ****** to file complaints relative to the previous calls. ****** rambled off-topic and seemed unable to focus squarely on the issue of lodging a complaint on my behalf against the prior two Goldman employees. When I explained that I had been issued a refund by ***** and did not see the full refund amounts in my account, she claimed that she had "never heard of anything like that." ***** was unfocused, unprofessional, ineffective, and useless to me in terms of helping me with my concerns about refunds.I did speak with an additional employee who was helpful. However, on balance, the Goldman employees with whom I spoke seemed obtuse, unfocused, dramatic, unprofessional, and worthless to me in terms of addressing my rather basis concern. I have to make approximately 5-10 calls total to reach someone who was capable of assisting me.

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I withdraw the complaint effective immediately.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: APPLE CARD/GS BANK *** Account #: ****************Balance: $283.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 06/26/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 12, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ****** (the Customer) related to credit reporting and validation of the debt owed for the ****************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened the Apple Card account and consented to the Apple Card Customer Agreement on July 6, 2021. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  
  The account was charged off on October 31, 2023, as a result of the Customer failing to make a payment to satisfy the minimum amount due by April 30, 2023. ******** confirmed the Customer had attempted payments on June 30, 2023, and February 04, 2025, however both payments were returned. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, Charge-Off Prevention reminders, and Eligible for ************* Reporting reminders to the email address on file.
  
  ******** sent the Customer the requested documents on June 16, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and ********* of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $283.57 provided in the latest statement from February 28, 2025. ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting. In the document attached to the complaint, the Customer referenced concerns related to an account with **********. The Customer should contact that company directly for further assistance.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every day for the past 3 months I have received multiple phone calls on my cell phone and home phone. These phone calls are unsolicited calls offering my financing. I have asked in person and digitally to have these calls stopped. I have been told ***** times that I've been placed on their no call list, and they still continue.

  Business Response

  Date: 06/26/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 12, 2025. The Bank appreciates the opportunity to address the concerns raised by ******** ***** (the Customer) related to unsolicited calls and being placed on the Do Not Call list.
  
  ******** conducted an investigation and confirmed no Bank error occurred. In the complaint narrative, the Customer referenced concern related to unsolicited calls. As it relates to the Apple Card, the **** does not engage in non-affiliate or affiliate marketing sharing, or affiliate sharing of credit worthiness data. As such, the **** does not offer the option for ***** Card customers to opt-out of such sharing, as there is no sharing for which an opt-out would apply. The Apple Card Privacy Policy was provided at the time of account opening and the Customer may view it in the Wallet app or by accessing ****************************************************************************************. ******** has successfully added the Customer to the Do Not Call list.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I never mentioned that this was an Apple card. The calls didn't reference an Apple card. The calls were from Goldman Sach's lending division. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

  Business Response

  Date: 07/07/2025

  Goldman Sachs Bank USA (the Bank), received the above-referenced complaint via the Better Business Bureau on June *******. As of December 23, 2024 personal loan enquiries are no longer serviced by Goldman Sachs ***********. We would ask this complaint be closed and concerns directed to Systems and *************************** They can be reached by phone at **************. 

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been having problems with my apple credit card. I set up auto pay and they decide to cancel my payment and then charge me interest.

  Business Response

  Date: 06/07/2025

  **** ** ****
  
  ****** ******** ******
  *****************************************************************************************
  
  *** **** ** ********
  
  Dear Better Business Bureau:
  
  Thank you for your recent correspondence regarding the above-referenced case number.
  
  Apple Card account-level services are offered and operated by Goldman Sachs Bank, and not ***************************. As such, credit reporting, the subject of this complaint is a Goldman Sachs matter.
  
  Please direct your inquiry to Goldman Sachs Bank toll-free at ************; or in writing to Goldman Sachs at Lockbox ***** **** ************************** ***********

  ***** considers this matter closed.
  
  Sincerely,
  
  **********

  Business Response

  Date: 06/27/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 13, 2025. The Bank appreciates the opportunity to address the concerns raised by ***** ******** (the Customer) related to payments made on the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on February 05, 2020. This agreement details the cardholders payment obligations including that the cardholder promises to pay all amounts charged to the account under the agreement, including all transactions and all other amounts billed. The cardholder can reference the Promise to Pay section of the Apple Card Customer Agreement.
  According to the Banks records, the Customer enrolled in automatic payments on April 25, 2025. The Bank processes payments in accordance with the automatic payment instructions set up by the Customer. As a result, the Bank processed a payment in the amount of $3,510.28 on April 30, 2025. The Customer also issued a one-time payment in the amount of $661.79 on April 30, 2025. The Bank confirmed both attempted payments were returned and billed back to the account by May 13, 2025. Due to the returned payments from the linked Bank account ending in 1829, the automatic payment series cancelled. Notifications regarding the returned payments were sent to the email address provided by the Customer on May 05, 2025 and May 13, 2025.
  To avoid interest charges, Customers are required to pay the monthly balance in full as of the end of the previous month by the due date every month. If the monthly balance is not paid in full on or before the due date, Customers are charged interest on the monthly balance for the days until the customer fully pays it off. This is also known as trailing interest. Additional details regarding how the Bank calculates interest can be found in the Apple Card Customer Agreement. Paying the monthly balance stops additional interest from accruing. However, due to the returned payments on May 13, 2025, the April 2025 monthly balance was not paid in full, as a result, the account was assessed interest on the balance in the amount of $41.24. As a courtesy, on June 02, 2025 the Bank applied a credit in the amount of $25.00 to partially reimburse the interest charges assessed to the account. The Bank is unable to provide the Customer with additional interest reimbursement.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never received my signature required package from **** because a **** worker claimed they gave my package to a random person who signed for that. For getting a refund I had to get an official letter from **** that I didnt receive a package but they denied. I had to file a dispute with a bank and I attached like 30 files of the evidence including a fake signature that doesnt belong to me and looks like a toddlers doodle and a police report. The situation started almost 2 years ago and every 3 billing times they keep denying on refunding me telling I didnt provide enough evidences. The last time I reopened a dispute was on May this year. I was hesitating if I have to file a complaint against the bank or **** and ended up doing it against the bank because its them who hold my money and dont resolve the super obvious fraud situation. If it will help I can file agains **** as well because I think that person who stole it is an actual mailman that apparently worked there temporarily because I know all of our mailmen and I have never seen that one nor before nor after the the situation happened and **** just were pretty abusive when I tried just to talk to them. I even have a screenshot of the email from them where they claimed the mailman gave my package away to a stranger so its not he said/she said, its an official email from them. Thank you!

  Business Response

  Date: 06/17/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June ******. ******** appreciates the opportunity to address the concerns raised by ***** ***** (the Customer) related to a transaction dispute with the merchant **** in the amount of $1,067.37.
  
  ******** conducted an investigation and confirmed an inadvertent processing error occurred. The Customer initially disputed the transaction between November 21, 2023, and March 22, 2025. ******** applied a temporary credit while the dispute was investigated. Due to a processing error, the initial dispute was resolved incorrectly in the merchants favor. As a result, the temporary credit previously applied to the Customers account was reversed between January 9, 2024, and May 21, 2025. ******** sent the Customer an email detailing the dispute outcome.
  
  The dispute was reopened on May 21, 2025, and the Bank applied a temporary credit while the dispute was re-investigated. The dispute was ruled in the Customers favor because the Customers evidence was sufficient in substantiating their claim. As a result, the temporary credit that was applied to the Customers account was made permanent June 16, 2025. ******** sent the Customer an email detailing the dispute outcome. ******** regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally submit a complaint against ********** regarding my ongoing issues with my account and the lack of resolution from their customer service representatives.Since January, I have been experiencing significant problems with my ***** account, specifically regarding the activation of my card. Despite filing numerous complaints and reaching out to ***** support multiple times, my card remains inactive. Each time I contact customer support, I am advised to update my phone, which I have done, yet the issue persists.Additionally, I have experienced frequent call drops during these interactions, complicating communication. I am often told that my concerns will be escalated and that I will receive a callback within two weeks. However, as of now, it is June, and I have yet to receive any follow-up or resolution regarding my issue. Each call results in representatives having no record of my previous complaints or the details of my situation, leading to further frustration.This ongoing issue has caused me significant stress and financial hardship, as I frequently relied on this card for transactions. I am requesting a monetary resolution to compensate for the difficulties and inconveniences I have endured as a result of *****'s failure to address and resolve this matter.I hope that the BBB can help facilitate a resolution to this ongoing problem.Thank you for your attention to this matter.

  Business Response

  Date: 06/16/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to Apple Card via the Better Business Bureau (BBB) Complaint Portal on June 2 *****. ******** appreciates the opportunity to address the concerns raised by ****** ******* (the Customer)related to related to the Apple card activation, and credit reporting for the Apple card.
  
  ******** conducted an investigation and confirmed an inadvertent processing error occurred. As per the Banks previous responses the Bank re-opened the Customers account as it had been closed due to an inadvertent processing error on March 24, 2025.******** confirmed a new card was sent to the address on file on April 4, 2025.On April 17, 2025, the Customer contacted the Bank in regarding issues with the card, a Bank specialist provided troubleshooting steps. ******** placed a follow up call on April 22, 2025, it was discovered the Customer had not updated the device. ******** attempted to contact the Customer on May 7, 2025, and May 8, 2025, May 19, 2025, May 20, 2025, &June 13, 2025 but was unsuccessful. ******** kindly requests the Customer contact us by phone at ************** or by message from the Wallet app for additional troubleshooting options or to assist with closing the Apple Card account. ******** is available 24 hours a day, 7 days a week by phone at ************** or by message from the Wallet app. ******** is unable to remediate this issue until we speak with the Customer directly.
  
  In reference to the Customers request the Apple card account be removed from ************* Reporting; the Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting or remove the tradeline. The **** confirmed the account was reported accurately to the *************************.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.
  

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase in January 2023 for a collectible figure of The Batman produced by ****************** through a company called Toys Wonderland via their website. The company eventually changed their name to ***********, and then they seemingly closed up shop and went out of business. The figure cost $358.35, so I elected to go with a payment installment plan using my Apple Card. I made a down payment of $71.89 in January 2023, and then I made 9 follow up payments, once per month, of about $31 until I paid it off. Thats ten total payments. Unfortunately, I never received the item I ordered from Toys Wonderland. I disputed the transactions with Goldman Sachs/***** so I could get my money back. The original down payment dispute was resolved in my favor eventually, after many months of waiting and communicating with their customer service multiple times. The disputed second payment, from February 2023, was also resolved in my favor. But for some reason, the rest of the remaining payments, totaling $******, were not resolved in my favor. Apple/Goldman Sachs claimed there was no proof I didnt receive the item. I gave them all the proof I had, and still they denied me. I reopened the claims multiple times and was denied multiple times. Why did they approve the first two claims but deny the other 8? They are all part of the same purchase, which I never received, so it doesnt make any sense. I would like for them to resolve my claim in my favor and approve the refund for the remaining ****** for the item I never received.

  Business Response

  Date: 06/13/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 31, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ***** (the Customer) related to ten transaction disputes with the merchant Toys Wonderland, totaling in the amount of $358.35.
  ******** has received the Customers complaint and is actively reviewing the account. ******** requires additional time to complete the investigation. The Bank will send the Customer a communication with the outcome once the review is completed. The Customer should contact the Bank directly with any questions at ***************. Bank representatives are available 24 hours a day, 7 days a week.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  Business Response

  Date: 06/11/2025

  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 28, 2025. ******** appreciates the opportunity to address the concerns raised by ****** ******* (the Customer) related to credit reporting for the ************************** conducted an investigation and confirmed no Bank error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on January 5, 2021. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.
  The account was charged off on April 30, 2023, as a result of the customer failing to make a payment to satisfy the minimum amount due by October 31, 2022. ******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address on file. The **** confirmed the account was reported accurately to the ************************** ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  ******** sent the Customer the requested documents on June 5, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and a full statement history showing records of transactions and payments to validate the balance and the debt owed.
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  COLLECTION AGENCY is violating the Customer Name, they removed it from one bureau and did not removed it from rest of the bureaus.

  Business Response

  Date: 06/11/2025

  
  
  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 28, 2025. The Bank appreciates the opportunity to address the concerns raised by ********* **** (the Customer) related to credit reporting for the ****************************** conducted an investigation and confirmed no Bank error occurred. The **** confirmed the account was reported accurately to the ************************** According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on September 14, 2022. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account. The Bank confirmed the account was closed and charged off as of October 31, 2024, as a result of the Customer failing to make a payment to satisfy the minimum amount due by March 31, 2024. The Bank successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address provided by the **************************** is the original creditor and is not a debt collector. The Bank sent the Customer the requested documents on June 02, 2025, validating the Customer's debt including a copy of the Apple Card Customer Agreement and full months of statement history showing records of transactions and payments to validate the balance and the debt owed. The Customer is responsible for the balance on the account in the amount of $5,269.91 provided in the latest statement from October 31, 2024. The Bank is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 15, 2025, I spoke directly with an ***** Card account manager who confirmed over the phone that my account would be fully closed. I have a complete audio recording and transcript of this call.Despite this, the account was not closed. I followed up again on May 17, 2025, through the Apple Card Support in-app messaging system, where I was told I would receive written confirmation of closure by May 19, 2025. I have a full written transcript of this *************** of today, the account remains open, even though:There is no balance on the card,There are no pending transactions or disputes, and I am the primary account holder who has clearly and repeatedly requested closure.This ongoing failure to close the account has resulted in potentially inaccurate or derogatory reporting to credit bureaus, which I am demanding be fully reversed.

  Business Response

  Date: 06/11/2025

  Goldman Sachs Bank USA (the Bank) received the above-referenced complaint related to the Apple Card via the Better Business Bureau (BBB) Complaint Portal on May 28, 2025. ******** appreciates the opportunity to address the concerns raised by ******* ******** (the Customer) related to an Apple Card account closure.
  
  ******** conducted an investigation and confirmed an inadvertent communication error occurred. According to the Banks records, the Customer opened an Apple Card and consented to the Apple Card Customer Agreement on August 28, 2023. As stated in the Apple Card Customer Agreement, the Bank may report information about the account to the ************************** which includes but is not limited to Late Payments, Missed Payments, or other defaults on the account.******** successfully delivered Statement Available Reminders, Payment Due Reminders, Missed Payment Reminders, and Eligible for ************* Reporting reminders to the email address provided by the Customer. The **** confirmed the account was reported accurately to the ************************** The Customer did not make a payment to satisfy at least the minimum amount due by November 30, 2024, until January 7, 2025. As a result, the Bank reported the account past due to the ************************** ******** is obligated to report accurately to ************************* and is unable to update the Customers credit reporting.
  
  ******** conducted a review of interactions with the Customer. The Customer requested to close the Apple Card Account on March 13, 2025. ******** representative incorrectly informed the Customer the account was already closed. ******** confirmed the account was not closed at the time of this conversation. The Customer contacted the Bank again on May 19, 2025, to request to close the Apple Card Account. As a result of the Customers request, the Bank successfully closed the account on May *******. ******** contacted the Customer on June 4, 2025, to address the concerns.******** sent the Customer the requested documents on June 9, 2025. ******** regrets the frustrations the Customer experienced.
  
  Based on the above details, the Bank kindly requests for this complaint to be closed.

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  Goldman Sachs states that various payment reminders were sent regarding my Apple Card account; however, I did not receive any notifications—by mail, email, or through the app—regarding a missed or upcoming payment. I only became aware of the issue after discovering the negative impact to my credit report. At no point prior did I receive any alerts, messages, or correspondence regarding a late or missed payment, which I would have immediately acted upon had I been properly informed.

  Additionally, I was under the full impression that the auto payment I had set up was fully functional and configured to promptly pay the amount due each month. This system failed without my consent or knowledge, and I received no indication from Apple Card or Goldman Sachs that the payment was not processed as intended.
  

  The bank’s response also acknowledges a “communication error,” yet simultaneously insists that all reminders were successfully delivered, without providing any meaningful evidence or explanation for this discrepancy. There appears to be a technology issue that has not been properly investigated or addressed, despite my repeated concerns.
  

  Furthermore, the payment I made on January 7, 2025 was not a partial or minimum payment—it was made to completely satisfy the full balance on the account. Once I became aware of the issue, I acted promptly and in good faith to resolve it.
  

  Given that the bank’s own systems failed to notify me properly and that a communication issue has been admitted, I believe it is reasonable to request that the negative credit reporting be re-evaluated. At the very least, I ask that Goldman Sachs conduct a thorough review of the technical concerns I have raised, rather than closing the matter without meaningful resolution.
  

  Please update the record to reflect that I do not accept the business’s response as a satisfactory resolution.

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  ******* ********
   
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 07/03/2025

  Goldman Sachs Bank USA (the “Bank”) received
  the above-referenced complaint related to Apple Card via the Better Business
  Bureau (“BBB”) Complaint Portal on June 25, 2025. The Bank appreciates the
  opportunity to address the concerns raised by Jeffrey Crabtree (the
  “Customer”) related to credit reporting for the Apple Card.
  The Bank conducted an investigation and confirmed no Bank error occurred with
  the credit reporting for the Apple Card. According to the Bank’s records, the
  Customer opened an Apple Card and consented to the Apple Card Customer
  Agreement on August 28, 2023. As stated in the Apple Card Customer Agreement,
  the Bank may report information about the account to the Credit Reporting
  Agencies, which includes but is not limited to Late Payments, Missed
  Payments, or other defaults on the account. The Bank successfully delivered
  Statement Available Reminders and Payment Due Reminders to the email address
  provided by the Customer. The Bank does not have record of the Customer
  scheduling automatic payments.
  The Bank confirmed the account was reported accurately to the Credit
  Reporting Agencies. The Customer did not make a payment to satisfy at least
  the minimum amount due by November 30, 2024, until January 7, 2025. As a
  result, the Bank reported the account past due to the Credit Reporting
  Agencies. The Bank is obligated to report accurately to Credit Reporting
  Agencies and is unable to update the Customer’s credit reporting.
  The Bank does not have further information to provide and considers this
  matter closed.

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  Thank you for the response from Goldman Sachs Bank USA regarding my Apple Card account.
  While I appreciate the Bank’s investigation, I must respectfully disagree with their conclusion and feel that key facts in my complaint have been disregarded or inaccurately represented.
  Goldman Sachs ultimately closed my account after admitting there was an internal communication error that contributed to the issues I experienced. Despite acknowledging this internal failure, the Bank has provided no documentation or proof to clarify what went wrong or how this impacted my ability to manage the account.
  The Bank claims it “successfully delivered Statement Available Reminders and Payment Due Reminders to the email address provided by the Customer.” However, this has not been proven. I never received these communications, and the Bank has not provided any evidence—such as email delivery logs or timestamps—to confirm their claim.
  Additionally, the Bank’s assertion that I did not have automatic payments set up is also incorrect. I did have auto payment enabled, and at one point, the Bank wrongfully pulled a double payment from my account. Following this error, the auto payment feature was disabled without my knowledge or consent, directly contributing to the missed payment issue.
  Furthermore, the Bank states:
  “The Customer did not make a payment to satisfy at least the minimum amount due by November 30, 2024, until January 7, 2025. As a result, the Bank reported the account past due to the Credit Reporting Agencies.”
  Based on this timeline, it is inaccurate to report the account as 60 days past due. Even if you calculate from November 30 to January 7, this constitutes less than 40 days, not 60. Therefore, this reporting is factually incorrect and should be reversed or corrected at minimum, especially in light of the Bank's own internal issues that contributed to the payment delay.
  I am disappointed that Goldman Sachs has chosen to close this matter without adequately addressing or correcting these legitimate concerns. I respectfully request that the BBB keep this complaint on file as unresolved, and I welcome any guidance on further steps I can take to dispute this credit reporting through other appropriate channels.
  Sincerely,
  ******* ********

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ******* ********