Consumer complaint received 2023-04-15
Company: GOLDMAN SACHS BANK USA
State: WA
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:
I am deeply concerned and extremely dissatisfied with the way disputes are being handled by Apple Card, issued by Goldman Sachs. Their approach towards dispute resolution demonstrates a blatant disregard for the gravity of the situation and reflects an alarming lack of professionalism. The subpar service provided not only raises questions about their commitment to customer satisfaction, but also severely undermines the trust that consumers place in such an esteemed financial institution.

1. Dispute Case Number : XXXX ; {$14.00}. 
On XX/XX/XXXX, I was extremely dismayed to receive the case result from Goldman Sachs, the issuer of Apple Card, which indicated a credit of {$2.00} and a subsequent rebilling of {$11.00}. According to Goldman Sachs, I had already received a credit from the merchant for the disputed amount, which I firmly believe should have been {$11.00}. However, upon closely examining my transaction history, I discovered that the only {$11.00} credit I received was dated XX/XX/XXXX. Furthermore, the merchant 's website clearly states that this amount corresponds to an entirely different order. 

2. Dispute Case Number : XXXX & XXXX ; {$350.00}. 
After receiving the result of my initial dispute, I found significant inaccuracies in the evidence provided by the merchant, prompting me to file an appeal on XX/XX/XXXX. In my appeal, I highlighted four issues and submitted three supporting documents to bolster my case. My dispute was not about a cancellation but rather a hygiene issue with a hospitality service. Additionally, I pointed out the misleading 12-hour request that the merchant 's evidence couldn't even support, and the fact that the document provided by the merchant wasn't accessible to customers at the time of booking. 
However, upon receiving information on how Goldman Sachs made their appeal decision, I was dismayed to find that the documents and information used were identical to those in the first dispute. This raises serious concerns about whether my appeal was even duly considered. Furthermore, when I attempted to request information about the appeal decision through chat customer service on XX/XX/XXXX, I encountered strong resistance from the representative, who even stated, " there is no need to do that, the decision has been made. '' This entire experience has left me extremely dissatisfied with the dispute resolution process of Goldman Sachs. I am disappointed by the lack of transparency, unresponsiveness, and apparent disregard for the additional evidence provided in my appeal. I urgently request that my case be re-examined by a different team or supervisor to ensure a fair and thorough assessment of the matter. Additionally, I would like to receive a clear explanation of the decision-making process and the factors considered in reaching the final determination.

Company response to consumer: Closed with monetary relief