Consumer complaint received 2022-08-09
Company: GOLDMAN SACHS BANK USA
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
It was {$68.00} from XXXX XXXX ( XXXX ) from XX/XX/XXXX XXXX dispute # XXXX from Goldman Sachs Apple Card XXXX I ordered a sofa table that was supposed to be made from authentic XXXX frame and came equipped with original headlights and led lighting that can be plugged in. Instead, I was sent a 2 inch toy that resembles the item ( just very little ). The item was found on an online catalog from XXXX. The catalog stated that if unhappy with the product, for any reason, a 100 % refund can be requested. Every time I wrote the merchant, they offered me 10 % all the way up to 75 % back on the last email. I have been disputing and redisputing this for almost a year now with Goldman Sachs. Every time I call, I get very sympathetic reps that side with me that this was fraud, but tell me the final decision is up to someone else. So about every 3 months, I get a message from Goldman that they are siding with the merchant based on my lack of evidence. I have sent them a picture of the merchandise in the online catalog and a picture of the broken toy I received. The merchant took down their online store. Its obvious to me, from the first time they offered me 10 % back that this was a scam. I asked for the original item or 100 % refund. I was told they cant send the original item back and then offered the partial refund. I sent both photos to Goldman as well as all the corresponding emails between the merchant and myself. Still, they sympathize and then reject my dispute, siding with the scammers. Im writing to you since I have been rejected 5-6 times now. They say each time that they understand what happened and they will try their best to resolve the issue, but its the same each time. After reading an article online, I discovered that Goldman Sachs has had quite a few complaints regarding settling these type of cases because they have been overwhelmed and under staffed. I get that. Still, I keep thinking that if this was a domestic company, it could have been resolved the first time. Every time my dispute is rejected, they put the amount back on my card and I have to dispute it again once more. Then I receive in the mail a letter explaining why it was rejected. The problem with the letter is that its printed very small, it usually is faded and hard to read, and it gets cut off on the right side. The best I can make out is that they need more evidence. Im pretty sure I have submitted more evidence than the merchant has. The only thing that must be holding this up is that I havent mailed the toy back. In the majority of the emails, the merchant asked me to please keep it and not send it back. Until the last email, they told me I could send it back at my expense and that they can not be responsible if it gets lost in the mail. To me, it would be futile to send it back. These people were scammers to begin with. They need to have some type of legal ramifications or at the least, take their ability to use visa or master charge away. I used this card so I would have protection from scammers. It just seems, Goldman Sachs is siding with the wrong side. Ive done everything Ive been asked to do. I recently disputed this about a week ago for the 6th or 7th time. I appreciate if you can help me to settle this once and for all.

Company response to consumer: Closed with explanation