Consumer complaint received 2021-10-26
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I started a dispute on XX/XX/2021, for an order that I returned to the merchant and no refund was provided. According to the carrier tracking information, my return was received and signed for by someone at the merchant 's warehouse. In the following weeks that I still had not received a refund from the merchant, I contacted the merchant multiple times, and each time I was assured I would be receiving a refund soon or that I should dispute this charge with my financial institution. I had used my Goldman Sachs Apple card for this purchase, so I contacted customer support and a dispute was opened for me. I received a follow-up email requesting additional evidence " Documents Requested by XX/XX/2021 '' and I sent all relevant documents I had on XX/XX/2021 by replying to the email. 

Then, on XX/XX/XXXX, I received an email stating : " Your transaction dispute was not resolved in your favor. 
Goldman Sachs Bank USA has investigated your transaction dispute, and it's been resolved in favor of XXXX XXXX XXXX XXXX because : The merchant provided sufficient evidence that you made the purchase '' First, the reason for my dispute was not that I did not recognize this charge or that I was not the one who made the purchase, when I opened the dispute I specifically told the agent who made the dispute for me that I had returned my order and the merchant had not issued a refund. So the merchant providing evidence that I was the one who made the purchase is irrelevant to my dispute. 

I then contacted Goldman Sachs Apple card support again and they insisted that the dispute was opened under the correct reason, so then why did my dispute resolve in favor of the merchant under a totally different reason? 
My dispute was reopened on XX/XX/XXXX and having received no update or email regarding this dispute, it was closed once again in favor of the merchant on XX/XX/2021. The email I received stated : " Goldman Sachs Bank USA has investigated your transaction dispute, and it's been resolved in favor of XXXX XXXX XXXX XXXX because : 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 '' I had not received any email requesting additional information this past week, let alone since my dispute was started on XX/XX/XXXX. I had received no communication from Goldman Sachs since XX/XX/XXXX regarding this dispute. When I asked the agent when the email was sent regarding additional information, she told me it was sent on XX/XX/XXXX. Again, I received no such email and no communication from Goldman Sachs since I reopened the dispute on XX/XX/XXXX. Even if the email was sent on XX/XX/XXXX, that would not be within a week of XX/XX/XXXX, which was the reason given for my dispute being closed. 

The agent I spoke to simply told me I can reopen the dispute, but what is the point of reopening this dispute for the third time if Goldman Sachs does not plan to carry out an investigation or even look at the evidence that I submitted on XX/XX/XXXX for my initial dispute, which clearly show that I have returned my order, the merchant has received my return as it was signed for by the warehouse, and the multiple customer agents I spoke to acknowledged their receipt of my return and assured me that I would be getting a refund soon, and that I should open a dispute with my financial institution if I still did not receive the refund. In the email I sent with my documents, I attached chat correspondences I had with the merchant on the dates : XX/XX/2021 ; XX/XX/2021 ; and XX/XX/2021. Also attached were screenshots of my XXXX return package tracking information. If the merchant is acknowledging this, I don't understand why Goldman Sachs is refusing to back up their customers and still closing the dispute in favor of the merchant using nonsense reasons. It has been 4 months since I started this dispute, with no resolution and Goldman Sachs is continuing to drag this out by insisting I reopen the dispute, knowing they would resolve in favor of the merchant again.

I have heard plenty of customers in a similar situation as I am now, who have tried to dispute charges with Goldman Sachs Apple card and have had terrible experiences. One look at my evidence and the documents I provided should be enough to resolve this dispute, and yet their refusal to do so is very alarming. If Goldman Sachs has no plans to help their clients, why even bother having the dispute option. My dispute should've been a very simple one, I returned an item and the merchant has not issued a refund. Yet, each time the dispute has been resolved in the merchant 's favor for some totally irrelevant reason that makes no sense.

Company response to consumer: Closed with explanation