Consumer complaint received 2022-08-31
Company: GOLDMAN SACHS BANK USA
State: OH
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2022 a fraudster used my Goldman Sachs Apple Card to purchase a flight {$69.00} on XXXX XXXX. ( They also made 2 other charges on the Apple Card for a total of {$500.00} or so, and {$50.00} on another card, but I was able to resolve those directly with the merchants. ) I reported the fraudulent charge to Apple cards support 3 minutes after it was made on the 26th. Apple stated they would email me if they opened a dispute. I also reported the fraud to XXXX. 

On XX/XX/XXXX XXXX issued a provisional balance adjustment. I submitted On XX/XX/XXXX I requested an update from Apple who did not provide one. 

On XX/XX/XXXX I opened a report with IdentityTheft.gov On XX/XX/XXXX I requested an update from Apple and they provided a dispute number. I also got a response from XXXX stating " You would need to contact your credit card company regarding any fraudulent charges and they in turn would contact us with the full credit card information. '' On XX/XX/XXXX I advised XXXX that I had reached out to the card. XXXX XXXX responded " I understand this is frustrating however, the card company follows procedures to notify us. All actions would be handled through the card company for both fraud and any dispute of charges. '' On XX/XX/XXXX I advised XXXX that they ( unlike the other merchants where fraudulent charges were made ) were not very helpful. They stated they were going to " follow up with our Revenue Accounting Department and will be in contact as soon as possible '' On XX/XX/XXXX I requested an update from Frontier. 

On XX/XX/XXXX I again requested an update from XXXX. 

On XX/XX/XXXX ( today ) XXXX XXXX advised " Our credit card processor receives disputes on a regular basis and adds documentation to the reservation, without proper documentation on record, we can not refund the reservation for victims of fraud. Can you please provide any information from your credit card company regarding the dispute? '' On XX/XX/XXXX ( today ) I requested an update from Apple and advised them to get in contact with XXXX. They stated that they are " not sure whether our investigative team has spoken to the merchant '' but that they could " review the dispute to see if there are any updates ''. Apple then stated that the dispute was " processing ''. I provided the name and contact information of the lady at XXXX who had been responsive. I then used the language in the letter from IdentityTheft.gov to request " a written explanation of all investigative actions and findings In accordance with section 609 ( e ) of the Fair Credit Reporting Act, 15 U.S.C. 1681g ( e ) ''. Apple advised that they could not do so stating " As far as what is being done within the investigation, or the steps of the Investigative process, or the nature of the process is something that is Proprietary. We can give you the steps on what happens within the dispute process, however our actual instructions on how we process the dispute is the Intellectual Property of the company. I apologize if that is what you were asking for. '' I asked for a supervisor and am currently awaiting their response.

I have kept a contemporaneous log of all time and efforts I have spent on this matter.

Company response to consumer: Closed with explanation