Consumer complaint received 2023-12-05
Company: GOLDMAN SACHS BANK USA
State: IL
Product: Credit 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:
I pay off my credit card debt in full once each transaction is processed ( I use the card for points ). I had bought a {$240.00} XXXX gift card online. The transaction as approved a couple of days later and I subsequently paid off the card. The vendor never sent the proper gift card and it was very difficult to get a hold of them. I opened a transaction dispute through the Apple  Card for that {$240.00} transaction and provided them with all the details, along with screen shots of the emails, etc. 

Once the transaction was opened, I was provided with a 'provisional credit ' of {$240.00}. This did not add any credit my account at all. When I asked XXXX through their XXXX chat message, they said that the temporary credit will not increase the available credit and that it is in place so that I am not responsible for the charge during the dispute. I asked them " So I am still out of pocket the {$240.00}? '' And they said " The {$240.00} is not available as credit, that is correct. '' That is frustrating, but I accepted it. 

About 5 days after the dispute was opened, the vendor provided a refund to my account in the amount of {$240.00}. I contacted apple to let them know that they can cancel the dispute because I received the refund. When the refund came through, I had a balance of {$35.00} on my card. So the end balance on my card that day was + {$210.00}. I wake up the following day to see that my card balance was + {$140.00}. No additional transactions were on the card. I contacted Apple Card to see what happened, and they could not tell me. I provided screen shots of everything. I had to open a dispute for the missing {$61.00} on my account. They also told me to mail in a letter dispute. So XXXX has already taken {$61.00} from me then. 

Less than a week later, XXXX was able to close the dispute finally. Except when they close it, they add {$240.00} to my Apple  Card balance. They say that it is because they gave me a credit before and that my dispute has been resolved. As stated earlier, XXXX never provided me with a + {$240.00} credit. This was also recorded and confirmed by an XXXX employee in XXXX chat. I have plenty of screenshots to confirm the conversations of why with the XXXX employee. When I was speaking to XXXX, they kept repeating the same thing that it was for the 'credit ' they gave me, despite me showing them definitive proof, from their own employee, that it did not happen. I was finally able to speak with someone ( over chat again because no one would give me a phone number to call ) who submitted a dispute and made notes in my file. They told me it could be XXXX billing cycles and abruptly ended the chat. 

Now I am stuck with over {$300.00} of charges in my account that will accrue interest until XXXX makes a determination. I refuse to pay it off, because the last time I paid off a charge that I disputed, I ended up paying more. 

I loved Apple Card for the points, but I wish I had never opened a dispute. If I had never opened a dispute, AND the vendor never issued a refund, it still wouldn't cost me as much has it has from opening a dispute with Apple Card.

Company response to consumer: Closed with non-monetary relief