Consumer complaint received 2022-01-20
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:
My time with Apple Card has totally sucked so far except for 1 or 2 good customer support agents. The story starts back at the end of XXXX someone tried to use my card number online for 5 different purchases $ XXXX but only one went through. I immediately disputed it through the chat system and went on my merry way. 

At the end of XXXX, I was contacted that XXXX had sent proof and the dispute was getting closed against me. I called support and asked what proof they had, and the swore up and down that the had emailed me all of the documents ( Checked every email account they had not ). They asked if I knew the person who used my card ( I don't ) or if I lived near the delivery address which was in PA ( I live in FL ). The agent encouraged me to reach out to the person who used my credit card and ask them about it ( Isn't that supposed to be the banks job? ) and ask XXXX for more information on the transaction. The agent was surprised to hear that no one had given me a call to further investigate the fraud or ask me any questions at all. The agent said he put a complaint in for a supervisor to call me and said they would reopen the dispute. 

Funny enough 2-3 weeks after this call I received a letter in the mail full of the " proof '' that XXXX had sent over. This proof included a shipping slip showing not my name, not my state, not my phone number, and not my email. It did show all of these details of the supposed fraudulent order. Since Goldman Sachs had encouraged me to reach out to these individuals I went ahead and did so. The lady on the other end of the line had recently ( about 2 weeks before my card was used ) had her purse and phone stolen and had an ongoing police investigation. They knew nothing about my card being used which showed that Goldman Sachs had failed to track down the easiest lead in this whole dispute. 

Fast forward to this month, they are now asking for proof to continue the dispute investigation. Proof of what? I did not order these items, they were not shipped to me, neither my phone number nor email address was used, how can I prove that I did not have the item? So, I called up support, the first lady that talked to me had asked if I had pursued XXXX for more information on the order. Of course not, I did not have the order number for the order and what was I going to do when they asked if I was the person that ordered the item? Do I lie and say that I am that person which is not only wrong but probably illegal and if I say I am not they will stop the conversation right there? So, I asked her if it was customary for customers to have to do the investigation work... she had no response. She said she would bring a supervisor on, I was left on hold for 15 minutes then the call dropped, and I got no follow-up from her or the supervisor. 

I decided to call back about an hour after and got on the phone with another support agent and they were wonderful. They clearly addressed my concerns told me to upload a pdf saying that I don't recognize this charge as my proof and expressed concern in my prior calls. When I asked her why previous agents had told me to look into the transactions on my own and contact vendors/ fraudulent users she expressed concern and stated that that was not a course of action recommended and she submitted a complaint regarding these details. She also noted that the supervisor complaint placed 2 months ago ( XXXX call ) had not been followed up on yet.

Company response to consumer: Closed with explanation