Consumer complaint received 2021-12-20
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: Card was charged for something you did not purchase with the card

Complaint:
In the afternoon of XX/XX/XXXX, I noticed a pending charge on my Apple Card for {$1000.00} from XXXX that was made XXXX hours ago. Furthermore, there was a declined charge of {$1400.00}, which had been declined as it had exceeded my credit limit. I immediately called the customer service for Apple card and informed them of the unrecognized fraudulent charges on my credit card and requested for a cancellation of the latest charge with XXXX. The Apple card specialist had gone ahead to cancel my credit card and issued a dispute for the fraudulent charge. A few months later, I was informed by the credit card company that the dispute had been unsuccessful as the merchant had provided compelling evidence that this was not a fraudulent charge. The Apple card specialist encouraged me to contact the merchant to clarify about the evidence provided by the merchant in the dispute. I reached out to XXXX, who told me that my first and last legal name, XXXX XXXX, was used to place an online order on XX/XX/XXXX XXXX. When I enquired about the order placed, the merchant agreed to send me a copy of the Order Confirmation slip sent to the email address used to place the order. The Order Confirmation slip had listed my first and last name as the person placing the order, along with my actual phone number and residential address listed. My credit card number was also used to place the order. However, the email used to place the order was : XXXX which is not an email address that I recognize. I called XXXX to inform them of the associated incorrect email ; however, they said to approach my credit card company instead. Based on the Order Confirmation slip provided by XXXX, I had tracked the XXXX tracking number and contacted XXXX about the shipping report and delivery confirmation. I was emailed a copy of the delivery report, which showed the final shipping address as : XXXX XXXX XXXX, XXXX, KY XXXX, instead of the original residential address placed with XXXX. The signature of the package recipient reflected on the XXXX delivery report is also not my signature. I have never lived along XXXX XXXX, nor do I have family or friends living in this area. Furthermore, my residential address is the only place in KY where I have orders shipped to. When I reached out to XXXX about the shipping address discrepancy, the customer service associate did inform me that despite the order being placed on XX/XX/XXXX, an individual identifying as XXXX had called XXXX to request for a shipping address change on XX/XX/XXXX. The individual had requested a change of shipping address to the final delivery location on XXXX XXXX. However, XXXX was unable to disclose any documentation of this call to me. However, they remain contactable for verification of this statement. In contrast to the IP address reflected on XXXX XXXX report, my current public IP address is : XXXX. My previous IP address from my previous address ( XXXX XXXX XXXX XXXX  XXXX, KY XXXX ) from the period of XX/XX/XXXX XX/XX/XXXX was : XXXX. This IP address mismatch remains inherent in proving that I am not the individual placing this order with XXXX ; but rather, my identity had been stolen to do so. Despite writing in a letter to Goldman Sachs to detail the evidence of having my identity stolen and charged with a fraudulent credit card scam, Goldman Sachs and XXXX have maintained that my identity was not stolen, and I had been the individual placing an order with them.

Company response to consumer: Closed with explanation