Consumer complaint received 2022-04-10
Company: GOLDMAN SACHS BANK USA
State: NJ
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:
I made a purchase on XX/XX/XXXX. I immediately asked for a dispute because as soon as I got the order confirmation email, it was a clear scam. The customer service email ( XXXX ) is linked to all these other scam sites, the same exact email template shows up on XXXX images from different shops, I got absolutely no product in the mail, no response from the customer service when I made an attempt to contact them, and the site said I would be charged {$73.00} but I was actually charged {$81.00}. The site I purchased from, the store that sent the confirmation email, and the merchant shown on my card statement are all different names. 

I was awarded {$8.00} from my dispute with Apple Card. I originally thought this was an employee error and that they just accidentally left out the XXXX in {$81.00}. I made many attempts with Apple Card support to get an explanation and was given different answers every time. No one knew what I was talking about when I explained what the previous person had told me, nothing I was told would be done was ever actually done, and nothing was documented in my account. I waited XXXX months to get a call this past Monday ( XX/XX/XXXX ) and I was told I received {$8.00} because I only disputed in the amount of {$8.00}. Apparently the first representative thought I just wanted the difference between {$73.00} and {$81.00}, not the full amount. I was told I could reassert the dispute in the correct amount, and I emailed evidence showing this merchant was a scammer. 

Today ( XX/XX/XXXX ) I got a call from a XXXX and was told something completely different. She stated the item I purchased was only {$8.00} and that I was charged {$73.00} because that is how much it cost the bank to do the currency conversion from yuan to dollars. She states that the money didnt go to the merchant, it went to whoever does the conversion and she confirmed that I just paid {$73.00} for nothing. She could not tell me who got {$73.00} from me. 

I have proof that {$73.00} was the amount the scammer charged and had nothing to do with a conversion rate. My credit card statement clearly shows {$81.00} was originally paid to the merchant. I was refunded {$8.00} by Apple Card, and now the statement shows I still paid the merchant {$73.00}. The merchant site is still up showing the price of the item is {$73.00} USD, not yuan. My confirmation email showed I transferred {$73.00} USD, not yuan. 

I also checked the exchange rate of the XXXX yuan; according to the merchants confirmation email the exchange rate was {$8.00} which would be why it went from {$73.00} to {$81.00}. I did the research, and that's not right either. XXXX XXXX is {$0.00} in USD, so if I was charged XXXX yuan like the Apple card specialist tried to claim, it should've been {$11.00} USD, not {$8.00} USD. None of the math adds up to anything I am being told.

Company response to consumer: Closed with monetary relief