Consumer complaint received 2023-02-03
Company: GOLDMAN SACHS BANK USA
State: VA
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, I received a text that appeared to come from the XXXX advising me that a package could not be delivered because a portion of my house number was missing. The link took me to what appeared to be the XXXX and a XXXX charge was requested to verify my identity. 

On XX/XX/2022, when someone asked if I had received a package from who I thought had made an error in my house number, I responded no, and showed them the text I got from XXXX. I clicked the link and a warning in red appeared indicating that it was a fraudulent phishing website. When I reviewed my credit card account there was no {$3.00} charge for XXXX, but instead XXXX charges for {$780.00} totaling {$1500.00} from the XXXX XXXX. I immediately notified Apple Card Goldman Sachs Bank USA and disputed the pending charges and requested that they immediately change my credit card number. I was told to watch transactions to see if they post, and if so, the dispute will initiate an investigation. 

On XX/XX/XXXX, I noticed a package on my porch which turned out to be an XXXX. I contacted XXXX as I knew this was related to the fraud. I was advised that XXXX iPads were delivered that day, XXXX to another address in XXXX, and the other one to mine. Representative stated the criminal likely planned to retrieve this package from outside my home, but did not since I was home. During the course of our conversation, the thief tried to make another {$510.00} charge on my credit card at XXXX XXXX but it was declined due to the account number being changed. The XXXX sales rep gave me the address where the second package was delivered and the email that was used. I requested a return label to return the package ( XXXX ) delivered to my home. The sales rep advised that he had changed the addresses on the web orders associated with these unauthorized purchases to prevent thief from receiving any additional information. He recommended that I contact the police since it is likely that someone had been observing my home to retrieve the package. I called the police and around XXXX, a deputy arrived and took a report. I then provided the police report number to Apple Card Goldman Sachs Bank USA. 

Today, I received XXXX emails from Apple Card Goldman Sachs Bank USA indicating that the investigation was complete and the merchant charge will remain on the account. XXXX stated : We reviewed available information which confirms that you authorized the purchase with the merchant. Upon review of my account, it now shows the XXXX transactions of {$780.00}. I called the credit card company, and they said they can send me a copy of the evidence used to make a decision. I spoke with XXXX XXXX and they reiterated that they can see on their end that the XXXX ID and email that were used when these unauthorized orders were placed were different than than what they have on file for me. They also reiterated that XXXX package was delivered to a different address, and there was an attempt to change the address of the XXXX that ultimately arrived at my home. XXXX stated that the evidence shows that I did NOT authorize charges. XXXX also stated that she could see that the process to generate a return label was started on XX/XX/XXXX, so she will complete process so that return label will be generated and sent to my email. 

I feel like I am speaking to a brick wall, as Apple Card Goldman Sachs Bank USA does not appear to be interested in performing a legitimate investigation. I am the victim and this company is victimizing me all over again even though I have done everything in my power to assist them in retrieving their property and locating the perpetrator.

Company response to consumer: Closed with monetary relief