Consumer complaint received 2023-05-03
Company: GOLDMAN SACHS BANK USA
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I placed an online order ( Order # : XXXX ) at XXXX which totaled {$89.00}. I paid for the items using apple pay. On XX/XX/XXXX, I placed another online order ( Order # : XXXX ) at XXXX  and its total was {$24.00}. I also paid for the order using apple pay. On XX/XX/XXXX, I received an email notification that my second online order from XXXX XXXX was delayed. I subsequently reached out to XXXX XXXX to request a cancellation for the second order as the delay would have caused me not to receive the items on time. XXXX XXXX promptly honored the cancellation request and refunded me the {$24.00} back to the original form of payment. On XX/XX/XXXX, at XXXXXXXX XXXX, I received an email notification that my first order had been delivered. I thought this was an error because I had been waiting all day during normal delivery hours and I hadnt seen a package at my door or a delivery service vehicle in my driveway. I checked and there was no merchandise at my door or around my front door. The next morning, I checked again and still there was no package at my door or anywhere around my front door. I even checked at the mailbox and asked neighbors. I didnt find the package and my neighbors hadnt received or seen the package. I reached out to XXXX XXXX immediately to inform them that my package was marked as delivered but I didnt get it. I checked the XXXX XXXX app to see the delivery tracking and it was marked as delivered by XXXX on XX/XX/XXXX, at XXXXXXXX XXXX  This was the first indication that something wasnt right. I had received an email notification at XXXXXXXX XXXX  on XX/XX/XXXX stating it was delivered but the app had it marked as delivered at XXXXXXXX XXXX XXXXXX/XX/XXXX. I received an email from XXXX XXXX customer support XX/XX/XXXX, that asked that I wait at least 72 hours from the delivery time stamp because the package XXXX still turn up. Also in the same email, XXXX XXXX stated that theyre not responsible for any delivered packages that XXXX have been stolen or picked up by mistake. I reached out to Goldman Sachs ( Apple Credit Card ), the issuer of my credit card, on XX/XX/XXXX, to initiate a billing error due to XXXX XXXX  statement that they arent responsible for items marked as delivered. In the interim, 72 hours had passed, and I reached out to XXXX XXXX  again to inform them that I hadnt received the items. XXXX XXXX refused to refund the {$89.00} because the delivery service marked it as delivered and there was nothing they could do. The billing error claim was initiated on XX/XX/XXXX. I explained to Goldman Sachs that XXXX XXXX sent me two different delivery dates and times. I hadnt received the package and the package was marked as delivered far outside of normal delivery hours. I also explained that I had asked for delivery confirmation like a picture of the package at my front door to corroborate the delivery. I was issued a temporary credit for {$89.00}. I was informed that the investigation could take up to 90 days. On XX/XX/XXXX, I received notification from Goldman Sachs regarding the outcome of my transaction dispute investigation. The results were unfavorable to me because the evidence submitted by the merchant confirms that the merchandise was delivered, and/or services purchased have been completed. The {$89.00} credit was reversed. I requested copies of the evidence submitted by XXXX XXXX. I received the copy of the evidence on XX/XX/XXXX. The evidence was copies of the three orders that I placed through XXXX XXXX and the details regarding those purchases. One order was from XXXX and was delivered as expected. The second and third orders were the orders I placed in XX/XX/XXXX. XXXX XXXX marked the third purchase as returned and refunded which was incorrect. That third order was cancelled because the order was delayed, and the delivery date wouldve been too late for me. I never returned a purchase to XXXX XXXX. And the second order was the only order that I was disputing. I found it strange that XXXX XXXX would submit details about orders that had absolutely nothing to do with the current dispute. And I didnt understand why Goldman Sachs would find that the purchase had been completed simply because the package was marked as delivered by the delivery service company. I immediately reached out to Goldman Sachs to re-initiate the claim because I didnt receive the package. Yes, the item was marked as delivered at two different times, well outside of normal delivery hours, but that didnt mean that it was delivered to the correct address or delivered at all. I re-submitted my billing error dispute again on XX/XX/XXXX. I submitted emails between myself and XXXX XXXX as well the proof that I was given XXXX different delivery dates and times for XXXX package, and both were out of normal delivery hours. On XX/XX/XXXX, I received email notification from Goldman Sachs that the results from the re-submitted billing dispute were ready. And once again, they found that the order had been completed. I have initiated the claim once again. On XX/XX/XXXX, I re-submitted the dispute because I didnt receive the package. The merchant marked the package as delivered but it wasnt received by me. I asked for proof of delivery and the merchant couldnt provide such proof. I reached out to XXXX XXXX the same day the package was marked as delivered to try to come to a resolution. That was all in vain. I reached out to my credit card issuer within the time frame for billing disputes. Im not legally responsible for items that I didnt receive. Given that the delivery service company delivered the items after midnight, it was dark, and the package was likely delivered to the wrong address if it was delivered at all. Ive done everything thats required to dispute this purchase. But XXXX XXXX refused to re-send the items or issue a refund and Goldman Sachs is attempting to hold me responsible for items that I havent received. Id like any help in coming to a fair resolution. Ive attached documents which shows the dates on which the orders were placed, the delayed and cancelled order that XXXX XXXX attempted to say was returned, the XXXX different delivery dates/times that are well after normal delivery hours, and the Goldman Sachs XXXX XXXX.

Company response to consumer: Closed with explanation