Consumer complaint received 2021-07-12
Company: GOLDMAN SACHS BANK USA
State: NY
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX, I noticed a charge on my Apple Card for {$920.00} for a purchase made at the Apple Store on XX/XX/XXXX, which I did not make or authorize. I immediately initiated the dispute process via XXXX XXXX see screenshots XXXX. They reversed the charge and began the investigation. This past Wednesday, XX/XX/XXXX, I received an email notice from Apple Card / Goldman Sachs that the dispute was being ruled in Apple 's favor, because I was contacted to provide additional evidence, and did not reply. They applied the {$920.00} to my account ( see screenshot - official language - " No response was received for the request for additional evidence in the past week. Using available information, we decided that you should be responsible for this charge '' ) Searching my email, I found this to be not true. I immediately CALLED rather than using XXXX and spoke to someone who said they saw that that message had been sent to me, however that I was correct that no email had ever been sent to me to request additional information - Goldman Sachs had effectively ruled the case in Apple 's favor without actually contacting me for anything- They credited my account and re-opened the dispute. She had let me know that this transaction had been done via Apple Pay, so securely via a device. On XX/XX/XXXX, I was nowhere near an Apple Store- I was camping in the woods with friends, all of whom can provide evidence that I was with them. Later that day, I received another email stating the dispute was ruled in Apple 's favor ( again ) due to the fact that the merchant had issued a credit. Apple had not issued credit, but rather Goldman Sachs a credit for the time for the dispute. They re-charged my card for the amount in question. I called and had the dispute again re-opened. The woman on the phone admitted that Goldman Sachs had done incorrectly, and the person looking over the dispute had clearly mistaken their credit for Apple 's credit. She re-opened the dispute once again, and the charge was taken off my card temporarily. XX/XX/XXXX, I received a notice that the dispute was once again being ruled in Apple 's favor due to them providing evidence that I had in fact made this purchase. I called to once again open the dispute, but they were unable and are now entering an investigation in which I will be required to submit evidence that I did not make this purchase. I'm not sure how to provide evidence for something I did not purchase - and can not and WILL not pay {$920.00} for something that I did not purchase which is clearly fraud. The process that Goldman Sachs has been implementing is not only incredibly unprofessional, but sloppy. Now I'm waiting for an investigator to contact me to try to further review the case and for the " evidence '' that is being used against me. I did not make it, and the few devices in which I'm able to use Apple Pay on were within my possession on XX/XX/XXXX. I do not have faith that the investigation will be done correctly, so I am including the CFPB for assistance.

Company response to consumer: Closed with monetary relief