Consumer complaint received 2023-10-17
Company: GOLDMAN SACHS BANK USA
State: TX
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:
Dear Sir/Madam, I am writing to file a formal complaint against Goldman Sachs and Apple Credit Card , for practices that I believe to be unjust, potentially deceptive, and in violation of our agreed-upon contract terms. The transactions posted to the account on XX/XX/2023, XX/XX/2023, and XX/XX/2023. Initially I opened the disputes on XX/XX/2023, and XX/XX/2023. 

I agreed with XXXX for the development of a custom-coded website and related services. The issues began with what I perceive to be an unreasonable charge of 18 billable hours for a simple monogram design, a figure that is grossly inconsistent with industry standards. 

Moreover, the project, which caused a phased approach, encountered insurmountable hurdles when the merchant refused to implement specific feature requests. These features were not only integral to the project 's success, but were also services that the merchant explicitly advertised. Their refusal effectively rendered the contract void, as the services promised were not delivered. 

Despite numerous attempts to resolve these issues through Goldman Sachs, the responses have been unsatisfactory and, from my standpoint, display a clear bias towards the merchant. My concerns seem to be dismissed without a thorough investigation, and the evidence I've presented has been, in my view, largely ignored. 

I've meticulously reviewed the evidence provided by the merchant, and I'm baffled by the conclusions drawn by Apple Credit Card Services. Here 's where things don't add up : 1. Yes, there was a contract, which isn't in dispute. However, the crux of the matter is the merchant 's failure to fulfill their contractual obligations. They've produced no solid proof that the website was fully developed to the agreed specifications, nor is there any indication that I gave my stamp of approval on a completed site. 

2. The merchant did provide evidence of my initial approval of the logo and the website 's preliminary design. However, this in no way justifies billing XXXX XXXX  of the hours for merely XXXX XXXX of the entire scope of work. The math just doesnt work out.

3. The most glaring issue, which both the merchant and Apple Card Services have chosen to overlook repeatedly, is the absolute lack of custom coding involved in the website 's creation. The merchant 's advertising explicitly included custom coding in the package I purchased. This omission is not a minor oversight ; it's a fundamental breach of contract. Yet, this critical point is being willfully ignored, resulting in the merchant being unjustly rewarded with their transaction fees, while I'm left grappling with unwarranted charges. 

This situation doesn't just raise a red flag ; it's a glaring signal of a process that has, in my view, gone seriously awry. The merchant 's failure to deliver on key contract elements and the subsequent financial implications for me are concerns that I believe warrant immediate and thorough review. 

I have enclosed all relevant documentation, including the original contract, email correspondence, and promotional materials from the merchant that clearly state the inclusion of custom coding services. 

I respectfully request the CFPB to comprehensively review this matter and to consider possible violations of consumer protection laws. Furthermore, I seek guidance on how to proceed with this issue, as traditional resolution avenues have proven to be ineffective. 

I appreciate your prompt attention to this serious matter and look forward to the opportunity to discuss this further. Please contact me. 

Thank you for your time and assistance. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation