Consumer complaint received 2023-05-19
Company: GOLDMAN SACHS BANK USA
State: FL
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:
My Apple Card, which is a Goldman Sachs Mastercard, denied a refund claim for multiple duplicate charges by the same app within 45 minutes. 

XXXX XXXX XXXX XXXX XXXXXXXX made multiple duplicate charges to my Apple Pay on two occasions now.The first time was on XX/XX/XXXX in which five charges of {$1.00} was charged on my account the same day for their in-app purchase XXXX XXXX XXXX. Unfortunately, I did not see all of the charges in time ( my daughter made them on a shared Family Plan ) and didnt notice before the money was taken from my account. Last week, on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX charged XXXX for in-app purchase XXXX XXXX XXXX, six times in a row from XXXX XXXX  to XXXX XXXX. It also charged in-app purchase XXXX XXXX XXXX  to my account twice for XXXX contacted Apple / Apple Card when I noticed the charges the next day, and tried to dispute them. I reached out for help the only way Apple allowed, through my iPhone wallet, to dispute the charges. An apple support rep via chat verified that we had been fraudulently charged multiple times and made a refund request for the extra charges. My daughter promptly deleted the entire app from her device, believing the app XXXX XXXX XXXX XXXX XXXXXXXX to be fraudulent since theyve done this twice now. 

Both the refund request and the denial review were denied within days. Though two different online Apple support agents agreed that the charges from the game app from the Apple App Store were duplicated many times in error ( or fraudulently ) on two occasions by the same app, their final response was I exhausted all of my options for you. I went ahead and submitted a refund request, however, it was declined. I am so sorry for any inconvenience. Although we're not able to issue a refund for these purchases, I recommend trying with the developer to see if they have any concessions they can provide to make up for the issues. I asked if it was Apple or Apple Card declining to help me and he said both and stated I have checked that with the Apple Card department they will tell you the same, that the charges were ineligible for a refund, however I have one option to help you in this situation. Since the refund was denied from our side, in this case you can go and dispute the charges with your bank, just take in consideration that your account will be disabled and you will have to add another payment method. 

The app developers app support link leads to an error page stating it does not exist and their blog says any app refunds must be handled by Apple Support. I emailed the developer XXXX / XXXX XXXX, but no response has come after an automated response. So, basically theyre just pointing to each other while stating that Im not getting any of my money back. 

This is both fraud and theft and Apple Cards site clearly states : Have peace of mind knowing that the financial institution that issued your Mastercard won't hold you responsible for unauthorized transactions. As a Mastercard cardholder, Zero Liability applies to your purchases made in the store, over the telephone, online, or via a mobile device and ATM transactions. As a cardholder, you will not be held responsible for unauthorized transactions if : You have used reasonable care in protecting your card from loss or theft ; and You promptly reported loss or theft to your financial institution. 
If you believe there has been unauthorized use of your account and you meet the conditions above, rest easy knowing you have the protection of Mastercards Zero Liability promise.

How am I supposed to get a refund if Apple wont help me and this app seems to have no support for its customers? This app in one day on XX/XX/XXXX charged {$130.00} to my account, is there no one that will help me fix this issue?

Company response to consumer: Closed with explanation