Consumer complaint received 2023-07-18
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Please see the attached for picture evidence _______________________ CFPB Complaint Overview I booked a flight through a third party XXXX on XX/XX/XXXX for USD {$1600.00}. 

The flight to XXXX from XXXX was booked through a third party XXXX and canceled the day of on XX/XX/XXXX just minutes before I was supposed to board. XXXX could not offer me a refund for the canceled flight since I booked through a third party and therefore it was the merchants ( third partys ) responsibility to provide said refund. The merchant refused to provide a refund and threatened legal action if a chargeback was performed. Despite the threat, I disputed the transaction as goods and services not received. 

Yet, Apple Card and Goldman Sachs have repeatedly denied my dispute and reapplied the charges to the account. Under United States law and as specified by the Department of Transportation, I am entitled to a refund if a flight is canceled. 

I am asking for assistance from the CFPB to help me win this ongoing dispute. 

The evidence I have - Evidence that I booked the XXXX tickets through XXXX An email that my flight out of XXXX was canceled. 
Evidence that my itinerary was canceled Timeline - Apple Card has done multiple " internal reviews '' and the case has been ruled against my favor each time. When calling and or chatting with Apple Card Specialist at Goldman Sachs, they are unable to provide any reason as to why it was ruled in the merchants favor. I have requested from merchant evidence, but have not received any despite asking for it twice now. 

My suspicion is that the merchant is either submitting false information or doctored evidence as they have a history of sleazy business practices ( more on that below ) or the Apple Card team at Goldman Sachs is simply refusing to acknowledge my evidence. The merchant has also been harassing me continuously with phone calls telling me to cancel the disputes. 

There is a severe problem that not only am I not winning these disputes, I am wasting my time re-disputing the charge. The merchant has a long history of shady business practices and stealing money from customers and Apple refuses to protect its customers from merchants acting in bad faith. 

Since my initial dispute on XX/XX/XXXX, I have since disputed the charge an additional 3 times. 

XXXX Dispute on XX/XX/XXXX ( Case number : XXXX ) I provided evidence on XX/XX/XXXX after Apple/GS reached XXXX on XX/XX/XXXX. 

Despite this, I lost the dispute on XX/XX/XXXX. 

XXXX Dispute on XX/XX/XXXX ( Case Number : XXXX ) I contacted Apple chat to ask why my dispute was denied and asked to get it undisputed. 

Despite resubmitting the evidence- my claim was once again denied. The only thing the email said was that I did not have enough evidence to substantiate the claim which is simply false. 

XXXX Dispute on XX/XX/XXXX ( Case Number : XXXX ) Once again, when my claim was denied, I immediately tried to contact Apple to resubmit the dispute and expressed my concern that my claim kept getting denied. 
I was able to get the charge redisputed. 

Despite this, I once again lost my dispute on XX/XX/XXXX. 

As I am writing this CFPB complaint, I have disputed my charge for a XXXX time filed on XX/XX/XXXX ( Case number : XXXX ). 


Merchants ( XXXX ) history of suspicious activity and shady business practices - The attached documents show that they also have a history of refusing to offer refunds when flights are canceled. 

https : XXXX Please also see complaints on the XXXX  from MANY customers on their shady business practices. 

https : XXXXXXXX XXXX XXXX XXXX Please see similar complaints from XXXX and XXXX XXXX with Apple - The merchant still refuses to refund me. Apple Card has not been any help either and have been giving me vague answers to why my dispute was denied.

Company response to consumer: Closed with monetary relief