Consumer complaint received 2023-05-06
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:
My child made in app purchases of XXXX, totaling XXXX after taxes on Sunday XX/XX/XXXX 8 times in a row on XXXX, then another XXXX was charged on XX/XX/XXXX ( after I already disputed the other charges ) while my child was in school, his iPad was taken away from him, and he had no access to any electronics for a total of XXXX. I asked him about this and he finally told me that while at his fathers for the weekend, a friend of his fathers son, who is a couple years older than my son played on his account on his iPad, and this child made the purchases. This happened a few wks prior as well, for the same amount 5 times in a row. For a total of XXXX, which I disputed WHILE the purchase was still pending, the Apple rep I spoke with told me she would cancel it and I would not be charged, my refund request was denied and I was ultimately charged by Apple. When I called I was told they could not do anything about it, and to dispute it with my credit card company. They did not offer any resolution on how to make changes to the accounts where this would not happen again. This DID happened again, 2-3 wks later. Again on a weekend my son was with his father. But, AFTER I had set up in app purchase ask to buy which would send me a text that allowed me to approve or deny purchases. Somehow my child was still able to make purchases. I disputed the first charges of XXXX on Saturday XX/XX/XXXX through my XXXX XXXX XXXX XXXX card which was charged, they did not send me any paperwork asking for further information from me at all. Ultimately I was charged due to Confirmation showing no cancellation per policy was received, for XXXX, and 2 out of 5 charges have been added back to my account as of today XX/XX/XXXX. I removed all payment forms from my Apple account to avoid this in the future. Daily Cash credit you receive from spending with your Apple Card, you CAN NOT remove from your account, so my son spent all that as well. The second purchase was made through my Apple credit card. Which I had to add back to my account to pay for my subway ride to work. Both Apple and the Apple credit card denied all but 1 charge. The charge made at XXXXXXXX XXXX on XXXX it must have shown it was Made from a different device. My child is an XXXX XXXX XXXX with XXXX XXXX. He was not authorized to make purchases by me, I did not approve the request, and anybody looking at the charges ( the amounts and made several times in a row ) can make an obvious observation that no parent approved {$1500.00} in charges for an online game. My son is not mentally capable of understanding the concept of how much money was spent. Due to being XXXX XXXX XXXX, but also due to being XXXX. The XXXX purchases were either transferred or and items purchased with them transferred within the game to this other child. Besides Apple already having a class action lawsuit due to this exact issue, the enormous amount of complaints you can look up on any forum due to this exact issue, my sons XXXX account has been disabled, meaning I am being forced to pay a crazy amount of money for an account that cant be accessed, my son did not receive items or XXXX that I am paying for, How can this even be okay??? for a minor special needs child to be held responsible for making purchases he was not authorized to make and that he did not gain from. Is that not the definition of FRAUD!?? Apple had no part in stopping them from happening after even several disputes and complaints. XXXX XXXXXXXX gave me the reason for not removing charges as no proof of account cancellation. What account? My Apple account? Or the XXXX account, which has been disabled, but they never sent me anything asking me about it.. Apple refunded me for 1 charge of XXXX, I did not receive any reasons for why or why not. I think that shows If the last charge for XXXX was found to be fraudulent, ( the only 1 that was made alone at XXXXXXXX XXXX  on a Tuesday out of a total of 14 charges for XXXX ) that the other 8 made on XX/XX/XXXX 8 times in a row only weeks after I disputed 5 charges of XXXX 5 times in a row while still pending AND made from an XXXX XXXX XXXX iCloud account, ( which Im pretty sure an XXXX XXXX XXXX is not even allowed to authorize purchases, I know I never gave my permission ) those charges are ALL fraudulent!!!! XXXX XXXX, Apple, and Apple credit card services are disgusting and immoral that they make all parents like us, who spend enough money on Apple each month/year! Pay for charges so unauthorized even a blind bat can see from outer space! O, and I finally found a way where I can make purchases on my own account without my children having access to do so. With NO HELP FROM APPLE.

Company response to consumer: Closed with explanation