Consumer complaint received 2020-08-27
Company: GOLDMAN SACHS BANK USA
State: HI
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:
Here is a copy of the certified letter I sent to XXXX XXXX Apple Card : XX/XX/2020 Goldman Sachs Bank USA, XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Case # XXXX I am writing in regards to the above case number. On XX/XX/2020 I had my identity stolen by way of my mobile phone number, ( XXXX ) XXXX, being ported out by a scammer. They moved my number to a burner phone and were able to access my XXXX ID which gave them access to numerous passwords and the ability to use XXXX XXXX  as if it were theirs. They went on a spending spree in XXXX XXXX XXXX using Apple Pay and my Goldman Sachs XXXX XXXX. I immediately contacted your company to report the fraud. I made a report to the XXXX Police Department on XX/XX/XXXX, case # XXXX. During the month of XXXX there were approximately 143 transactions which included your company reversing the charges on a majority of the fraudulent charges. A balance of approximately {$1400.00} remained on the account and over the course of the past 6 months I have been in contact with your company via phone or text through the app. Every month I have been told that the charges were still being investigated. Every conversation is supposedly recorded so please feel free to go back and check. I recently received a letter in the mail stating again that I was late and was being reported to the credit bureaus. Yesterday I spoke with XXXX in the fraud department. She stated that my case had been closed in XXXX and found in favor of the merchant! I checked XXXX and you reported me as being late for 3 months and dropped my credit score by 60 points. This is completely unacceptable. Per Federal Regulation Z you are required to prove that the transactions were not fraudulent You have not done this. In fact you cleared up every other fraudulent transaction except this last one to the XXXX store. Also per Regulation Z you can not report this as delinquent while this transaction is in dispute AND it is still in dispute as I never made or authorized any of these charges, including this one for {$1300.00} on XX/XX/2020 Ref # XXXX. AGAIN, you have never proven this transaction was authorized by me. I find it interesting that you agreed all the other charges were fraudulent and credited me for those fraudulent transactions processed during this time accept for this one transaction, XXXX, that is associated with your XXXX credit card! 
Per my federal rights I am demanding that you immediately credit my account for this fraudulent transaction ( or transactions if there were more than one ) and clear my name and credit report with the credit bureaus. I find it disheartening that a financial institution such as yourselves are resorting to shady business practices in an effort to defraud your cardholders and save a buck. I am beyond frustrated in dealing with you, with this dispute, since XXXX. If this is not resolved immediately I will be filing a report with the Consumer Finance Protection Bureau.

Company response to consumer: Closed with explanation