Consumer complaint received 2021-10-16
Company: GOLDMAN SACHS BANK USA
State: CA
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 had filed several disputes with my Apple Card for purchases that I never received. I had contacted Apple Card support and spoke with the disputes department for each of these disputes listed below to file disputes that I never received the purchases. Apple support even ask me for expected dates of delivery for my purchases when I filed the disputes for merchandise never received. I explained that no delivery information or tracking information was ever provided and I believed the merchants to be fake. After I submitted the complaints, some time later I received notifications from Apple Card support that my claims were denied and the reason for the denial was because the transactions were authorized by me. The provisional credits were then reversed and the charge was reapplied to my account. This did not make sense, because my disputes had nothing to do with the transactions being unauthorized, we already knew the transactions were authorized by me, but my disputes were for purchases never received. I contacted the Apple Card Support disputes department and spoke to a dispute specialist and explained to him that the reason for denying my claim does not make any sense and the rep understood my explanation and proceeded to resubmit all of the dispute claims that were denied incorrectly for the reason of the transaction was authorized by me. Provisional credits were applied to my account again, but some time later I received the same notification again from Apple Card support informing me that my claims were denied because the transactions were authorized by me. So contacted Apple Card support disputes department once more to explain that my claims have been denied once again in error, and the rep once again understood and proceeded to reopen the disputes again and crediting my account for the disputes. After submitting these disputes to Apple Card support for a total 3 different times, Apple Card support continued to make the same mistake denying my claims until the timeframe for me to file a dispute expired. Now Apple Card is expecting me to pay the balance for these transactions that I never received due to their negligence in their handling of my disputes. They made the same mistake 3 times and I refuse to be responsible for their own negligence in handling my dispute claims when I had made it clear to them the nature of my dispute. I expect Apple Card to take responsibility for their mistakes and correct the balance on my account. 

XXXX XXXX XXXX XXXX XXXX {$1500.00} XXXX XXXX XXXX XXXX XXXX ( DISPUTE REVERSAL ) {$1500.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( DISPUTE REVERSAL ) {$1000.00} XXXX XXXX XXXX XXXX XXXX ( DISPUTE REVERSAL ) {$960.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( DISPUTE REVERSAL ) {$1000.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( DISPUTE REVERSAL ) {$530.00} XXXX XXXX XXXX XXXX XXXX ( DISPUTE REVERSAL ) {$1500.00} XXXX XXXX XXXX XXXX XXXX ( DISPUTE REVERSAL ) {$1500.00}

Company response to consumer: Closed with explanation