Consumer complaint received 2021-09-22
Company: GOLDMAN SACHS BANK USA
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Purchased an XXXX using an Apple credit card requested and issued at time of purchase ( pre-approval actually on XX/XX/XXXX ), via the Apple Store app on an XXXX on XX/XX/XXXX. 

Failures occurred during payment for the pre-approved order ( on the associated card ), but after cancelling out and rebuilding the order, I was able to make the purchase. 

The following day, I began to receive notifications that transactions were coming in from The XXXX XXXX in Ohio ( I live in another state ), and the only purchase Ive made on that card since issuance was the single order via the Apple Store app.

I immediately contacted Goldman Sachs the issuer of the card, to report potential fraud.

They stated that all transactions show as Apple Store in their software. Transferred me to talk to Apple rep. Apple rep couldnt seem to determine much either, and sent me back to Goldman Sachs. 

During this process the most alarming issue is that they could not see the same financial information that I receive in the Apple Card wallet on my phone. Conversely, I could not see the information that they were referring to in their system, and there were significant differences in the dates between the two sources of data.

They saw transactions that I could not ( although the wallet indicated that the available balance was completely different from what the transactions should indicate- which they could see, but I could not ). For example, the available balance indicated that I had purchased two phones, although there were no transactions for either of these showing up in the wallet. One representative indicated that one of those would get wiped out eventually ( not reassuring or measurable ). 

My app showed purchases on XX/XX/XXXX and XX/XX/XXXX ( although the representative told me the car was issued on XX/XX/XXXX ). When I asked how there could be charges on XX/XX/XXXX if the card was not issued until XX/XX/XXXX, she said she wasnt careful reading that info, and that card was actually issued on XX/XX/XXXX. 

However, they still showed no transactions for XX/XX/XXXX. My wallet app shows double transactions ( even though only one order was placed ) on XXXX and XXXX. Goldman Sachs says they see transactions on XX/XX/XXXX and XX/XX/XXXX. We ( the Goldman rep and I ) believe that these are items ( 2 ) placed on order along with the phone.

The entire conversation had to depend on purchase amounts ( of which there were two instances of each amount - due to duplication ), since we could not verify against the two data sources. 

My assumption is that possibly my wallet shows the transaction dates, and they were seeing post dates, but neither their application nor the phone indicated which type of entry was being shown to us respectively. 

I am still being double charged, and we still can not align between the two data sources.

This is absolutely unacceptable for financial information to not be verifiable between the two parties.

Two days after reporting the issue, another person from Goldman Sachs reached out to see whether the situation had improved. In reality, there was now one additional charge from The XXXX XXXX on my account, so it got worse. The representative said that there were others that were also reporting the issue with transactions at The XXXX XXXX. 

I am being asked to wait and see, but with identity theft so prevalent that is not a wise method to espouse. 

I have added a screenshot from my phone showing transactions that indicated there were significant issues. The screen shot shows 5 transactions, and I am not sure what they are for, but after discussing with Goldman Sachs we believe that 2 charges for {$3.00}, and 2 charges for {$4.00} are for items purchased as part of the phone order ( a single order with 3 items - but it may be duplicated, and although I purchased 3 items in a single order, it may be in their system as two orders of three items each ). The last item of ~ {$99.00} I believe is tax.

Company response to consumer: Closed with explanation