Consumer complaint received 2022-01-03
Company: GOLDMAN SACHS BANK USA
State: NY
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:
XX/XX/2021 I opened Apple Card at XXXX XXXX XXXX in New York. I could not purchase anything because they said it would take 24 hours to get it approved. 
XX/XX/2021 I noticed an activity on my email and called Apple and found out my card has been used to make purchases at XXXX XXXX XXXX for the amount of {$5400.00}. I called Apple Card Support and cancelled the card immediately and opened a dispute. 
XX/XX/2021 I received an email saying that my transaction dispute has been resolved in favor of XXXX XXXX XXXX because XXXX XXXX XXXX provided sufficient evidence. I asked for a copy of the evidence. Immediately I went back to XXXX XXXX XXXX and told them what happened, there was no help there so I called 911 and XXXX Police Department sent an officer to meet me at the store. I filed identity theft with the police department saying that my identity was stolen at the XXXX store while opening the Apple Card. Officer said they can't prove it so she suggested I file with XXXX XXXX Police Department because I reside there. 
XX/XX/2021 I filed Identity theft/ Apple Card unauthorized charges with XXXX XXXX Police Department XXXX 
I called Goldman Sachs ( Apple Card Support ) on XX/XX/2021 and gave them the police incident report. I talked with one of the supervisors ( XXXX ) and she said there is no evidence that she can see in the system. I mailed a copy of the police report to Goldman Sachs. 
XX/XX/2021 I called Goldman Sachs to follow up and asked for a copy of the evidence again. They reopen the dispute. 
XX/XX/2021 I received an email saying XXXX XXXX XXXX provided sufficient evidence. I asked for a copy of the evidence. They reopen the dispute case. 
XX/XX/2021 I received an email saying that XXXX XXXX XXXX provided sufficient evidence. I talked to the supervisor XXXX ( they don't give their last names ) at XXXX the same day. She looked up the account and told me that there was no evidence on all 3 disputes. She said it would not make sense. She escalated the case to her manager and told me that she would send me an email stating that there is no evidence against me for the purchases. I have never received the email. 
XX/XX/2021 I called XXXX to follow up the case. They reopened the dispute. 
XX/XX/2021 I received the same email saying that the transaction has not been resolved in my favor because the merchant provided sufficient evidence. 
XX/XX/2021 I went to the XXXX XXXX XXXX. I told them what's been going on with my account and asked for the receipt of the purchases. They could not found anything, no purchases, no orders, no evidence that XXXX has been claiming. No record of my name, my email, my Apple Card number or and transactions related to me... Same day I called XXXX and told them I went to the XXXX XXXX XXXX and they don't have any records of me making any purchases at their store and XXXX XXXX XXXX never provided any evidence to Goldman Sachs about and purchases made by me...... They reopened the dispute and escalated to the management one more time. 
XX/XX/2021 I called XXXX to follow up the status of my dispute and asked for the copy of the evidence again. Person I talked with ( XXXX XXXX said he can't see the evidence in the system and he asked the management to mail me the evidence. 
I have not heard from XXXX yet. 
This is so frustrating. I have all the backup documents I can send if required. I have the records of the conversations with Apple Card XXXX specialists, supervisors, mangers. I have the records of actual conversations that there is no evidence. 
XXXX is sending reports to the credit bureaus and damaging my excellent credit score. I have had enough with the games Goldman Sachs is playing. I really need help. PLEASE HELP.

Company response to consumer: Closed with explanation