Consumer complaint received 2022-04-24
Company: GOLDMAN SACHS BANK USA
State: AZ
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:
XXXX XXXX Apple Card XXXX XXXX XXXX Dispute case XXXX On XX/XX/XXXX, after a used computer was delivered to my house, I reviewed all credit card statements and identified four transactions on my Apple Card that I didn't make. I reported the four transactions on XX/XX/XXXX to Apple Card and filed a Police Report. Apple Card/Goldman Sachs changed the credit card number and added security. In total, there were three transactions with XXXX, and one with XXXX XXXXXXXX XXXX. Goldman Sachs credited all four transactions. 

In XXXX, one transaction from XXXX for {$1500.00} was returned to my billing statement. After I requested it, Goldman Sachs sent an undated letter from XXXX stating address matched my account and package had proof of delivery. I called XXXX and XXXX determined that my account, labeled as XXXX ' had no activity in eleven years but a new account had been created, XXXX ', and that was the account the purchase was made from using my credit card. The new account had my name and my address. XXXX provided me an E-mail indicating there was fraud and I provided this to Goldman Sachs via the 'no-reply " email address, attempted to send through Chat session, through USPS mail, and eventually through certified mail with return receipt. To date, I do not know if Goldman Sachs has the evidence ( XXXX Email and Police Report ). 

Goldman Sachs has now added the charge back on and I have put it back in dispute several times. I've also contacted XXXX again and have received another e-mail indicating fraud on the account. I've sent the E-mail from XXXX received in XX/XX/XXXX via certified mail, return receipt.

Goldman Sachs called me to confirm that I still have the computer - and I do, since the Police recommended that either XXXX or Goldman Sachs need to coordinate a return since I was not a party to the transaction. XXXX will not provide me any information on the merchant to try and resolve this directly. Goldman Sachs is claiming since I am in possession of the computer, I am responsible for it. The Police are saying they will not take the computer because no one has reported it stolen. XXXX is saying they can not help and I need to resolve this with my Goldman Sachs. I am stuck and need help to resolve this. 

There was fraud that occurred between XX/XX/XXXX and XX/XX/XXXX. All the other transactions flagged as fraud have been closed except this one and I would like to resolve it. I am the victim of a fraudulent transaction, a cloned account with my name, address, personal information was used to make this purchase using my stolen credit card information. I have stated numerous times that I am not a party to this transaction but a victim. These facts are either not being taken into consideration or are being dismissed by Goldman Sachs.

To resolve this, I would like to send the com
puter to the return address on the shipping label on the box it arrived in and am requesting written confirmation from Goldman Sachs to proceed. I am requesting a written statement from Goldman Sachs that once I can provide delivery proof that I have sent the computer to the return address listed on the shipping label, that Goldman Sachs will close this dispute in my favor.

Company response to consumer: Closed with explanation