Consumer complaint received 2023-07-02
Company: GOLDMAN SACHS BANK USA
State: FL
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:
On XX/XX/XXXX, I was a victim of spoofing where the criminals gained access to my Apple credit card, my Apple account and personal bank account. 

Both my Apple credit card account and bank accounts were immediately closed. I filed online with IdentityTheft.Gov. My Apple account was hijacked. Therefore, I no longer had access to it and had to create a new one. 

After a thorough Goldman Sachs investigation, it was determined that I was not responsible for several fraudulent charges on my Apple Card. For that, I was grateful. 

In XX/XX/XXXX, I paid off my Apple Card account with Goldman Sachs. I received a XXXX balance statement. 
Unfortunately, a month later, in XX/XX/XXXX, I received a statement with a balance for the reversal of the Apple Cash rewards on these fraudulent purchases. 

I have tried three separate occasions to dispute the charges since I never received the Apple Cash Rewards, and all disputes ended with, When you make a purchase with your Apple Card you earn Daily Cash. This XXXX XXXX is transferred to your Apple Cash account for you to spend however you want or is accrued and can be applied as a statement credit if you do not have Apple Cash. If you return the purchase, we charge your Apple Card account to reclaim the Daily Cash. This charge is called a Daily Cash Adjustment. Your billing inquiry has been investigated by Goldman Sachs Bank USA and it was determined that no error occurred. As a result, the Daily Cash Adjustment credit provided has been reversed. Very generic and surface level response. Which leads me to believe no one investigated it thoroughly. 

I spoke to 2 Goldman Sachs Supervisors who seemed to understand my frustration, but little was done to rectify the situation. I had to explain myself to multiple call center representatives and the follow through was just horrible. 

For instance, I was transferred to Apple, who is incredible as usual. The rep listened and then transferred me to XXXX XXXX, who manages the Apple Cash. The XXXX XXXX  rep was also amazing and proceeded to tell me I had not earned any Apple Cash as a result of those fraudulent purchases. Then, she got on the phone with Goldman Sachs, the Goldman Sachs rep says he documented my account, but my dispute was again denied! 

My credit rating is wonderful. I have since filed disputes on this card account with all 3 credit bureau agencies. 

I finally sent Goldman Sachs a certified letter with proof I never received any Apple Cash as a result of the XXXX fraud activity. 

I have obtained 2 months statements from XXXX XXXX for both XX/XX/XXXX and XX/XX/XXXX. This is something Goldman Sachs dispute department SHOULD HAVE done when I disputed the balance. A simple call and email would have saved Goldman Sachs so much man power time and money. 

Please note, as mentioned so many times before, I was never given Apple Cash for those fraud purchases made on XX/XX/XXXX. Therefore, Goldman Sachs can not ask me to pay them back for something I never received. I just want to be credited to my account for all of the reversed charges and any and all interest and or late fees. I would like an updated statement with a XXXX balance to show I am done with this account for once and for all. The fraud was a nightmare, but so was Goldman Sachs. 

Thank you,

Company response to consumer: Closed with monetary relief