Consumer complaint received 2020-07-23
Company: GOLDMAN SACHS BANK USA
State: CA
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 believe I was too brief in my initial complaint so you tried to dismiss what I had to say. But for your connivence, I attached photos of XXXX 's order process which are time and date stamped so you can not miss it. The screenshots were taken on my XXXX XXXX   purchased from Apple on XX/XX/2020. As you can see, I am an avid Apple consumer so I thought the Apple Card would grant me the same level of support that I have come to love from Apple but I can clearly see that this card offers subpar support and my XXXX  XXXX XXXX XXXX XXXXXXXX Credit Card is much better. It also appears that your disputes team doesn't do their due diligence when it comes to investigating claims. On XX/XX/2020, I made a purchase with XXXX XXXX in the amount of {$640.00} for a pair of sneakers. The sneakers were shipped out via XXXX  with no signature requirement. I didn't receive my item so I promptly reached out to XXXX who told me that I was out of luck and that they could not help me. Then I reached out to Goldman Sachs who then initiated a dispute on my behalf that I did not receive the order. Fast forward to XX/XX/XXXX I receive an email saying that I made the purchase which completely flabbergasted me as I made the purchase but complained that I didn't receive it. No signature was requested as well. It is completely disappointing that the Apple Card will not protect their customers. Going through XXXX 's website, it is not clear that a signature can be added for delivery and the onus should not be on the customer to add that if it wasn't made expressly visible that the option was available. Attached are screenshots showing the payment window on XXXX, and nowhere on the screenshots can I see any area where I can request signature delivery. If you would even take a moment to go through XXXX 's payment process you would see the same thing. It was not very clear to me as the customer spending his hard earned money on a pair of sneakers that I could have gotten signature confirmation. I would like this dispute to be taken to the highest level and I would like a supervisor to look over it as I feel like I did not receive a fair resolution to my issue. XXXX does not make the signature option clear on their site. I have gone ahead and attached screenshots of the whole order process for your connvience since the staff at Goldman Sachs can't be bothered to look over the order process on XXXX 's website and blindly made their decision. As shown in my screenshots very clearly, there is no sign of a signature requirement which is a bold faced lie by XXXX. They don't make the option visible on the site. It may be something that can be requested but if it is not made clear to the customer then they will automatically assume that an item worth over {$600.00} would require a signature. It was relatively stupid on XXXX 's behalf to try and push this problem to the customer when they in fact should have made the option available.

Company response to consumer: Closed with explanation