Consumer complaint received 2021-05-02
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:
On XX/XX/2021 there was a fraudulent charger placed on my apple card to a XXXX merchant with the name XXXX for {$130.00}. I immediately disputed the charge and heard nothing back until XX/XX/XXXX when they emailed me to advise they had reinstated the charge on account of the merchant providing proof of purchase. I then engaged their chat support for 40+ minutes and was repeatedly given the wrong info so I called and spent another 30 minutes requesting the proof and to reopen the dispute. That agent advised that I must prove that I did not make the charge. I asked for a manager to contact me which I was told would happen but never did. On XXXX I called to inquire and spoke to Supervisor " XXXX '' who stated I should have received the info so she reopened the request with " heightened urgency ''. She also assured me I do not have to prove my innocence but that it would be good to call XXXX and file a claim with them. I called again on XXXX and spoke to supervisor " XXXX '' explaining I need the prior digital card number ( which was changed when filed the initial dispute ) so that I could contact XXXX to address with them. She refused to provide me the number. She then told me that the prior 3 agents had not correctly requested the proof and put me on a long hold. She eventually told me that the info was sent to me on XX/XX/XXXX ( almost a month before I ever even asked for it ) but refused to provide the email address it was sent from. She stated she opened another request and that her manager would call me within two hours. She advised that she had left thorough and detailed notes on the account. After not receiving the promised phone call I called again on XXXX and spoke to manager " XXXX '' who said the only notes that XXXX left stated " prior agent says they requested proof of purchase, customer states they did not receive it ''. XXXX states that she updated my account with the details about XXXX XXXX conduct and my request for a manager to listen to the phone call and then call me back. She states that I she again requested the proof and that it also be sent via regular mail as well. She stated that the proof was sent to my email ( which we confirmed she had the correct address ) at XXXX Eastern time that day, she also declined to tell me what email address it came from and waited while I checked all Spam folders and inboxes ( I never got it ) She advised I should call again and ask for the " Advocacy '' Team M-F during business hours and that she too has updated the account and escalated the issue to the appropriate level of management. To summarize, I have formally requested the alleged proof numerous times and spent several hours on the phone trying to resolve this issue. I have been given consistently inaccurate and conflicting information and I have been denied a copy of the merchant 's proof of purchase as well as my account number so that I can attempt to address through XXXX. I did not make this purchase and it is clear that GS 's is attempting to bully me into submitting payment for the charge.

Company response to consumer: Closed with explanation