Consumer complaint received 2022-12-12
Company: GOLDMAN SACHS BANK USA
State: KY
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 started a dispute on a credit card purchase through Goldman Sachs apple card where a seller listed a product and provided a false tracking number to confirm delivery. I never received any product or reply from the seller and the dispute was ruled in the sellers favor. I tried reaching out through the apple card support line to try and present evidence for the case but I was not given an outlet to do so. Because of this, the bank ruled in favor of the seller without hearing any supporting evidence. It took months for the bank to to come to a decision without ever reaching out to me. The reason for the denial was that a tracking number was provided but no other information was given. I have reopened the case but am having the same problem. Below is the basic timeline of the issue : I purchased a pair of boots in the amount of {$400.00} on XXXX. The seller who I purchased from was new on the website where I made the purchase and did not have any feedback, but since the product was verified and had a money back guarantee from XXXX, I purchased the item ( I had not had any problems with the site until this point ). The seller was responsive at first and provided a tracking number on the site. The tracking number provided to XXXX  ( XXXX : XXXX ) and XXXX ( XXXX XXXX ) were different. In the sellers profile, they said the were shipping worldwide from XXXX but the tracking number came from XXXX XXXX. I had been tracking the package and when it said delivered, I did not receive anything. At that point I reached out to the seller and asked what address he used to ship it to. He never replied to me and never gave any clarification. After I did not receive a response, I decided to report the package missing to XXXX. In order to start the missing package search, XXXX requires you to enter the address to confirm that you are the intended recipient. I entered my address, XXXX XXXX  XXXX XXXX, for the tracking number ( XXXX XXXX ) and it said The address you entered does not match our records. Please verify and try again. 

The picture that showed the delivery was not my address and the seller refused to confirm where the package was sent. The seller is the only one who is able to see the details about the shipping label due to privacy concerns so I was never able to determine where the seller sent the package. I believe that the seller conducted a tracking number scam where a worthless package was purposely sent to the wrong address to confirm delivery but of course I never received anything. In this case, I was not given a chance to present this information and the decision was reached solely due to the reason that a tracking number had said it was delivered. 

The attachments included are a photo of the conversation between the seller, a photo of the tracking information, proof of the wrong shipping address from XXXX, a photo of the banned account and authenticated product from the website, and a screenshot of the sellers profile ( these descriptions may not match up in order to the attachments )

Company response to consumer: Closed with monetary relief