Consumer complaint received 2023-05-24
Company: GOLDMAN SACHS BANK USA
State: FL
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: Card was charged for something you did not purchase with the card

Complaint:
Subject : Complaint against Apple Card and Goldman Sachs Bank USA Dear Sir/Madam , I am writing to file a complaint against Apple Card and Goldman Sachs Bank USA regarding a fraudulent transaction that has been erroneously attributed to me. I have taken all necessary steps to resolve this matter with the companies involved, but they have failed to provide a satisfactory resolution. 

On XX/XX/XXXX, a fraudulent transaction was made on my Apple Card in the amount of {$1100.00}. As soon as I noticed the unauthorized charge, I promptly contacted Apple Card support and opened a dispute on XX/XX/XXXX. The charge was temporarily removed from my card while further investigation was conducted. 

However, to my surprise, on XX/XX/XXXX, the charge was added back to my statement. Apple Card and Goldman Sachs Bank USA claimed that after their investigation, they determined that the transaction was legitimate and made by me. This decision is unfounded and contrary to the evidence and information I have provided. 

Despite the assurance in an email from Apple Card and Goldman Sachs Bank USA that I have the right to see the information they gathered to make the decision, their customer service representatives have been unable to provide any details regarding the transaction. They could not inform me of the nature of the purchase, the shipping details, or the recipient 's information. The only information that I was given is that transaction was made in California and/or shipped somewhere to California. 

This lack of transparency raises serious concerns about the legitimacy of the transaction and the investigation conducted by the companies involved.

Throughout this process, I contacted Apple support numerous times to request the promised link for uploading supporting documents. However, days later, I found out that three Apple support representatives gave me false information, apparently, the promised link does not exist and I was finally instructed by the fourth Apple Specialist to submit everything via the phone chat.

The promised link that was supposed to be emailed to me is a myth and Apple Support Specialists seem to be not aware of that. 

On XX/XX/XXXX, I compiled all relevant documents demonstrating that I was not in California on XX/XX/XXXX, or any time thereafter. These documents include XXXX record screenshots showing my presence in XXXX, a hotel checkout receipt with the date ( XX/XX/XXXX ) and my name on it, a XXXX confirmation email, demonstrating that I was catching the flight from XXXX to XXXX that day, and my ID, which clearly indicates my address in XXXX, FL, not California. 

Today, on XX/XX/XXXX, I received another statement with the charge reinstated, stating that no error occurred and that I authorized the transaction. I want to emphasize that I did not make this transaction, nor did I authorize anyone to do so. I strongly disagree with their assessment, and I am unwilling to accept responsibility for someone else 's purchase.

On a separate note and something that I have included in my communications with Apple Support, I am an avid Apple user, have numerous subscriptions, and bought numerous devices, including XXXX phones in the past year, everything has always been paid and paid on time. I also have impeccable credit and a spotless history with all and any financial institutions I ever had business with. The above behavior is out of character and if anything should have been taken under consideration by Goldman Sachs Bank USA, in addition to the hard evidence provided. 

In light of the unsatisfactory response from Apple Card and Goldman Sachs Bank USA, I hereby request the assistance of the Consumer Financial Protection Bureau in resolving this matter. I kindly request a thorough investigation into the fraudulent transaction and the actions taken by the companies involved. I trust that the CFPB will ensure a fair and just resolution, based on the evidence provided. 

Enclosed with this letter, you will find copies of the relevant documents, including XXXX  record screenshots, a hotel checkout receipt, a XXXX flight confirmation letter, the entire " evidence '' file that was put together for Goldman Sachs Bank at the time of the dispute and my ID, which demonstrates my absence from California on XX/XX/XXXX, and my permanent residence in the state of Florida. These documents serve as crucial evidence supporting my claim of innocence. 

Thank you for your attention to this matter. I look forward to a prompt and thorough investigation by the Consumer Financial Protection Bureau. 

Sincerely, XXXX

Company response to consumer: Closed with explanation