Consumer complaint received 2021-04-23
Company: GOLDMAN SACHS BANK USA
State: MI
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 found a seller on the XXXX XXXX  who wanted to sell the photography equipment listed below. And after back and forth negotiation, I ordered a XXXX A XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXXXXXX XXXX for the total sum of XXXX XXXX, XXXX XXXX and XXXX dollars ( {$3900.00}. XXXX ). We both agreed to use XXXX for secured payment. I made the payment via three cards because my credit card has a limit of XXXX XXXX dollars {$2000.00}. Consequently, I made payment in {$1800.00}, {$850.00}, and {$1300.00}, respectively. The seller claimed the item would be shipped in XXXX different boxes. The first box was delivered on the XXXX of XXXX. When I got the box in my mail and opened the flat tiny box, it was only a notepad that was in it. The second box was delivered on the XXXX of XXXX with a damaged box sticker from USPS, and when I opened it, it was a bigger notepad and printing paper to mimic the weight of the equipment. I tried to reach out to the seller immediately via XXXX and realized I had been blocked from the XXXX marketplace. Till today I am not able to reach the seller via XXXX XXXX except through XXXX. 
So immediately, I logged into my XXXX to file a dispute on all the payments. 
I officially filled the dispute with XXXX and Goldman Sachs, the credit card provider. 
XXXX sent me a request to have a police report that I did and submit a complaint online to the Internet Crime Complaint Center. After submitting the reports, XXXX issued a refund for XXXX and XXXX dollars but refused to make a refund for the {$1800.00}, stating that " I already filled a dispute with the credit card provider which is Goldman Sachs. 

After ninety days, I got feedback from Goldman Sachs that the dispute was in favor of XXXX. So I reached out to them on the XXXX of XXXX, demanding to speak to a supervisor who told me that XXXX XXXX skipped a process to resolve the matter. He then asked me to submit evidence which includes the police reports, screenshots from XXXX that show I was refunded XXXX and XXXX dollars, respectively. And the dispute will take another ninety days. 

On the XXXX of XXXX, I got another email that the dispute filled was resolved, and it is in favor of XXXX. So, I called Goldman Sachs and demanded to speak to another supervisor ; she apologized and promised to escalate the matter and that someone from a certain department will call me within ten days. 

I waited till the XXXX of XXXX but did not receive any call. So, I called XXXX XXXX again to ask what the update was and if the evidence submitted helped in any way. The supervisor stated she is escalating again. I got the XXXX dollars on my card, but to my surprise, today, the XXXX of XXXX, the money paid to the card was reversed. So I called XXXX XXXX to ask what the problem was, but the supervisor does not have any tangible response.

Company response to consumer: Closed with explanation