Consumer complaint received 2023-02-14
Company: GOLDMAN SACHS BANK USA
State: CA
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:
XX/XX/XXXX I made a purchase from the merchant XXXX. When the items arrived they were heavily damaged. Literally broken into pieces. I immediately reached out to the merchant through the contact form on their site and received an automated email from them stating they'll get back to me. They never did. As a result I filed a damaged item dispute with the credit card company Goldman Sachs Apple card. I supplied photo evidence of the damaged items and my reach out attempt to the merchant. They gave me a temporary refund while they looked into it. XX/XX/XXXX Goldman Sachs rejected it the first time saying they have proof I made the purchase. I called to inform them I was not disputing I ordered it. I once again informed them my dispute was based off the condition of items received and the fact the merchant refused to get back to me. They reopened the case XX/XX/XXXX. XX/XX/XXXX Goldman Sachs rejected my claim again stating I did not provide evidence. I had already sent them messages and emails of the photos of the damaged products as well as screenshots proving I reached out to the seller. I called them again to explain all this. XX/XX/XXXX Goldman Sachs reopened the case and I resent all the photo evidence. This time I confirmed on the line with the employee they received all the files. XX/XX/XXXX Goldman Sachs again denied the claim saying I should have reached out to the merchant first. I again provided evidence I had reached out to the merchant and the merchant refused to get back to me. XX/XX/XXXX Goldman Sachs once again reopened the case. XX/XX/XXXX they rejected the dispute saying the items were not proven to arrive damaged. I called them back XXXX demanded they explain how photos depicting damaged merchandise does not illustrate damaged merchandise. The apologized and reopened the case. Promising someone in fraud will contact me directly about the case if there's any further issues. XX/XX/XXXX Goldman Sachs once again reopened the dispute. XX/XX/XXXX they rejected it claiming no evidence was supplied. Despite the fact I had already on previous occasions confirmed evidence was received on their end Illustrating the damaged items as received and the proof I contacted the merchant to resolve it already. At this time, over the past year I've called them XXXX times and spoken to multiple representatives and levels of management and they're all entirely incapable of providing reason for the fraud teams incompetence. And since the fraud team is refusing to contact me despite multiple promises they will by Goldman Sachs XXXX XXXX XXXX I filed a complaint with CFPB XX/XX/XXXX. XX/XX/XXXX Goldman Sachs called me to say they're reopening the case. The person speaking with me claimed they were a XXXX and stated someone from fraud will specifically call me once they review the case. No one from Goldman Sachs called me or reached out to me after that. XX/XX/XXXX Goldman Sachs responded to my CFPB saying they've closed the case stating I do not have proof I returned the items. As I've already mentioned to them both verbally with a XXXX ( on the phone ), through text as part of my fraud claim with them, as well as in my CFPB complaint, I reached out to the merchant to make them aware I received damaged items. XXXX XXXX ( the merchants ) website they must be contacted through a submission form on their website to initiate a return. I supplied evidence that I've submitted this form/ reached out to the seller to Goldman Sachs XXXX XXXX did not respond back to my contact to initiate a return or address the issue whatsoever. Hence the whole reason I filed the claim through Goldman Sachs in the first place. Going by Goldman Sachs response to the first CFPB complaint they're clearly not reading any of the provided files, evidence, documentation nor the complaint itself as they are not addressing the issue whatsoever. Goldman Sachs then responded on XX/XX/XXXX that I had no reason to contact the merchant because the merchants XXXX policy states that returns can be directly returned to them without contact. However I made the order in XXXX when the return policy by XXXX specified they must be contacted first before a return is made. Goldman Sachs is fully aware of this but clearly doesn't want to admit how terribly they've handled this claim and are grasping at straws. It's very unfortunate.

Company response to consumer: Closed with non-monetary relief