Consumer complaint received 2023-11-17
Company: GOLDMAN SACHS BANK USA
State: IL
Product: Credit 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:
XX/XX/2023 - Received email from XXXX confirming my identity and notifying me that there was a suspicious login from California ( I live in Illinois and was in Illinois at this time ) XX/XX/2023 - This suspected account hacker tried to use all of my saved payment method cards saved onto my XXXX  account until this suspected hacker got to my Apple Credit Card which the payment did go through for the total price of {$1000.00} for. This suspected hacker also tried to use my Girlfriend 's XXXX Credit Card but it did get declined. 
XX/XX/2023 - The suspected hacker that bought these concert tickets refunded the tickets through XXXX for a promo reward and then used the promo reward to buy different tickets for the same venue same date. 
XX/XX/2023 - I tried to return the tickets to see if I could get my money back that way but since the suspected hacker returned the first sale for a promo reward, I am unable to receive anything but a promo reward for this purchase. 
XX/XX/2023 - I opened the first dispute with Apple Credit Card customer service and had a conversation on text message and various conversations over the phone to discuss this transaction and provide proof that my XXXX account was hacked and I did not purchase the tickets. 
XX/XX/2023 - Apple Credit Card customer service notified me that my first dispute was reversed and I provided proof that this transaction was not made by me and they reopened the dispute. This is the start of the 2nd dispute over this transaction. 
XX/XX/2023 - I received a letter with the information XXXX sent to Apple Credit Card customer service to allegedly show that it was me that made the purchase. 
XX/XX/2023- Had a phone conversation with Apple Credit Card customer service and discussed the dispute and XXXX proof. Also sent them more proof that I did not make this transaction. 
XX/XX/2023- Had a conversation with XXXX 's customer service about this dispute. 
XX/XX/2023 - Received follow up email from the conversation with XXXX customer service letting me know that they brought this to their support team and will be following up. 
XX/XX/2023 - Received follow up email from XXXX telling me to report this to my bank. 
XX/XX/2023 - Called my bank ( Apple Credit Card customer service ) which told me that they were working on this dispute and will be updating me when they know more. 
XX/XX/2023 - XX/XX/2023 - Responded to XXXX letting them know that I talked to my bank and asked them if they have any updates on their end. They let me know that this is a fraud investigation and that they can not talk to me about it and to contact my bank again. 
XX/XX/2023 - Apple notified me that my 2nd dispute was declined and the charge is being added onto my card again. 

My XXXX  account was hacked and I did not purchase these tickets that I was charged for and through many conversations between XXXX and the Apple Credit Card Customer Service it seems that they are assuming that I did buy these tickets even though I didn't. I never went to the concert ( because I live in Illinois and have no plans of going to a concert in California ). I never claimed or accepted these tickets in my email. 

I did receive the documents sent from XXXX to the Apple Card Company for the 2nd dispute and they were the exact same documents from the 1st dispute. 

See images for examples and references for the conversations and proof from my end and what XXXX sent to Apple Credit Card both times.

Company response to consumer: Closed with monetary relief