Consumer complaint received 2023-11-20
Company: GOLDMAN SACHS BANK USA
State: HI
Product: Credit 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 XXXX XX/XX/2023, I financed a purchase of ( XXXX ) items with XXXX for the following prices : XXXX - 11-inch Ipad Pro Wi-Fi + Cellular 256GB- Space Gray XXXX - Magic Keyboard XXXX - Apple Pencil XXXX - Apple Gift Card XXXX - AppleCare for XXXX XXXX I selected same day delivery via courier services, which stated I would receive my order by XXXX that same day. I received a notification that the order was picked up and was en-route to being delivered. The order did not arrive by the stated time, so I checked the tracking information which showed the gps location of the courier still near the XXXX XXXX, and stayed there for a few hours, to which the order was then marked as undeliverable due to " the address being not being found '', despite the courier never making an attempt. 
I contacted XXXX XXXX via their support chat regarding this issue on XXXX XX/XX/2023. The support person verified that the order was marked as undeliverable. I asked how I would be able to pick up my order, which they stated I was required to make a new order, since the previous one would be canceled as it was undeliverable. I then created a new order and purchased it via debit card instead of financing. I picked up that order the next day. 
I contacted XXXX XXXX on XXXX XX/XX/2023 to inquire about why the canceled financed portion was still showing on the account and then opened a dispute for all ( 5 ) items mentioned above. I spoke with an XXXX support agent and a XXXX XXXX representative on a three way call to facilitate this dispute. All five charges were temporarily reversed and a temporary credit applied to my account. 
On XXXX XX/XX/2023, I checked the status of the order again to retrieve the tracking information. The order was removed from my account history, I had to retrieve the order number from my email records. Using the order number, I saw the tracking information had been deliberately changed to show that the order was delivered. I contacted XXXX XXXX via chat from XXXX to XXXX to request clarification on why this happened. I provided the order number for the original order that was cancelled, and the second one which I picked up. I had extreme difficulty communicating with the support agent despite clearly stating that I wanted the tracking number for the original order, clarification on why the cancelled order now showed as delivered, and the current website for XXXX  tracking. 
The XXXX website displays a static page stating that Oops something went wrong which has not changed for weeks. I asked the XXXX support agent for the direct website to the tracking website which they did not provide despite multiple requests. They did not provide proof of delivery. 
On XXXX XX/XX/2023, all five temporary credits were removed and I was charged again for all ( 5 ) items. 

I have the order numbers for each order and will provide them upon request.

Company response to consumer: Closed with non-monetary relief