Consumer complaint received 2021-03-23
Company: GOLDMAN SACHS BANK USA
State: IL
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:
Beginning on XXXX XXXX XXXX, my XXXX XXXX XXXX Credit card was fraudulently charged a total of {$2900.00}. When I noticed the charges on Sunday, XX/XX/XXXX, I called the number immediately, reported the fraud, and my card was cancelled by XXXX XXXX at that time. On XX/XX/XXXX, I was issued a provisional credit from XXXX XXXX of {$2900.00}. At that time, it was cancelled out all of the fraud charges from the XXXX & XXXX. 

Between XX/XX/XXXX and XX/XX/XXXX, XXXX also decided to give my account provisional credit of {$2900.00}, so I had DOUBLE plus {$1.00} the amount of credit that I should have received. I knew that this was incorrect but assumed that the double credits would be adjusted. 

On XX/XX/XXXX, XXXX realizing I had to many credits began reversing the provisional credits and removed {$2300.00} that was over credited to my account. On XX/XX/XXXX, realizing that XXXX of the provisional credits was not reversed, XXXX charged my account for the {$490.00} dollars instead of reversing the additional charge. This cause my statement to exceed the amount I should have been charged. 

On XX/XX/XXXX, I reached out to XXXX XXXX stating that when the {$490.00} was added back to my account, this made my credit card bill over {$700.00}, and it should have been a maximum of {$360.00}. And I felt that something happened with my account and it was overcharging me. I was advised that my statement was correct and just to pay it. I requested all the investigation notes from the fraud to be sent to me so I could review those myself since I did not think the statement was correct. I advised that based on the Fair Credit Reporting Act it was my right to receive this information and I wanted it. I was advised that it would be sent out to me within 7-10 business days. 

I called back after the 7-10 business days and gave the same information and advised that I wanted this information. A different representative stated that my request was not completed to receive all the investigation notes and resubmitted the request. I waited the 7-10 business days again. And did NOT receive the requested information. 

I called back again and requested a supervisor, whom I told the story to again and he advised that I was wrong me requesting the investigation and XXXX XXXX was not required to send me the information that I was requesting, though I pointed out the FCRA that was not correct, but he stated that he would help me with my error. When I told him, that something happened to the reversal and I was being overcharged I just wanted my statement to be correct so I could actually pay it. He began reviewing my statements and concluded that something was wrong but would have to look into it to find out. He was having the same issue I was, where the math was not adding up. He advised he would call me back. 

I received NO call back, so I called back again. I got another supervisor that I explained everything too and got the same responses, except regarding my request to receive all the investigation notes from when the fraud happened in XXXX. I was told at that time, that there was no investigation into the fraud, which is why I did not receive the information I requested due to the fact their only information was what I provided. Wow! That made me understand why I was never mailed the information again. This manager lady stated she would review my statements to try and understand why I had a such a large discrepancy with my statements. She told me she would call me back, I said fine, but had no faith she would. But she did call back, stating that she was still looking into it. 

A couple days later, I received a call back, but I missed the call, so I called the XXXX XXXX back. I got another manager gentleman that read the notes on my account, from what I assume the lady manager who called and left me a message, that stated I was not entitled to double credits and I know other adjustments were needed. I told the man that I did NOT want double credits. Something happened from the charge of {$490.00} on XX/XX/XXXX that caused my bill to increase by a lot and I only wanted to pay what I actually owed. 

My XX/XX/XXXX Statement was {$570.00}, and I believe it should have been {$360.00}. I am somehow being over charged- to me- by {$200.00} and no one can review, check, or show me where the additional amount is coming from. I waited for more corrections from XXXX to XXXX before I paid the difference that I do not believe is correct and in XX/XX/XXXX, my statement was {$220.00} and because I did not pay the full amount- that I am disputing in XXXX, I was charged interest. 

My balance is now {$0.00} as of XX/XX/XXXX because I do not want to be billed for interest on a disputed amount and I am still waiting on a callback from a manager regarding my disputes.

Company response to consumer: Closed with explanation