Consumer complaint received 2023-01-28
Company: GOLDMAN SACHS BANK USA
State: OR
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:
Apple Card Dispute I woke up on XX/XX/XXXX and saw that XXXX unauthorized charges had been to my Apple Card overnight at XXXX. XXXX was for {$310.00} and the other was {$310.00}. I immediately reported both these charges and froze the card. XXXX sent me an email for a dispute for each separate transaction and said it would be XXXX  days until I heard their decision. I was confused because I had never encountered this with a credit card before. The only other time in my life I've had a fraud charge on a credit card was with XXXX, and it was for {$3.00}. They immediately removed the charge and gave me a new card, and did not say there was any kind of dispute. This is the first time I've had a fraud charge happen with an Apple Card. 

On XX/XX/XXXX, I got an email for the dispute on the {$310.00} charge and was informed that it was fraud and would be removed from my account. The next day on XX/XX/XXXX I received an email stating that XXXX had sufficient evidence that I had made the purchase for {$310.00} and that I needed to pay that balance. I re-disputed the charge. I received a decision for that on XX/XX/XXXX, saying that the charge would again remain on my account. I re-disputed it again and asked for their documentation on my case. I called XXXX to see if they had any information on their end or could help me in any way. The man on the phone was able to locate the exact charge using the date, amount, and last XXXX digits of that previous card number ( before I froze it ). He gave me the order number : XXXX. He listed off a bunch of things in the order that I definitely did not buy, and he said that it was confirmed to be shipped to my home address. I told him I had never ordered those things and did not receive any packages at my home address from XXXX with those items. He said they could easily fix it on their end and refund me, then transferred me to someone who was supposed to help with that, and she said since it was fraud she couldn't do anything to help me and I needed to settle the dispute through my bank. 

I called Apple Card support back after that and was informed that I needed to submit proof that I did not make the purchase through their chat service in the wallet app. I opened the chat service and after stating that I wanted to provide more evidence related to my dispute, I started receiving error messages. For XXXX days I attempted to contact XXXX support through this chat service and received the same error message every time. I tried restarting my phone, updating my phone, restarting the apps, etc. Nothing worked. Finally, on XX/XX/XXXX I called XXXX XXXX back and told them what was happening. I also mentioned that I still had not received documentation from them in regards to my dispute. The woman on the phone said I should have received an email asking me to submit my own documentation related to the dispute. I said I had not received that, that all the emails I'd received up to this point told me no further action was needed. I even checked my spam folder. She went into my account to try and re-send the email, but said an error was occurring on her end that would not allow her to send me the email prompting me for documentation. She said eventually she was able to send it and that I should try the chat function again, but if for some reason I didn't receive that or the chat still wasn't working, I should call back. I never received that email and the chat feature still did not work, even after I contacted tech support to help me. 

Attached are screenshots of my XXXX order history, my email from XXXX XXXX showing no emails from XXXX, each dated email from XXXX showing the disputes and their resolutions, the language in the dispute emails telling me no further action was needed, and my chats with Apple Card support showing the error messages over the course of XXXX days after I had stated that I wanted to provide further evidence. {$310.00} is an incredible amount of money, especially during these hard times, and XXXX has a policy that states I am never responsible for an unauthorized charge ( attached is a screenshot of a text reiterating this policy ). I do not understand why XXXX transaction was discovered to be fraud while the other was not. Both of these were fraud, and I feel that I have sufficient evidence proving this, combined with my history of never having had this issue before, and prior to this incident had only ever had a XXXX  fraud charge on a credit card. This whole process had been taking up all my breaks at work and has caused me an unfair amount of distress. I have made more than reasonable effort to reach out to the merchant and my bank to resolve this dispute, but my bank is making it literally impossible to provide evidence supporting my case. 

Update on XX/XX/XXXX, I received the " evidence '' from the merchant that XXXX provided via paper in the mail. I am also attaching this. The name listed on the card that was used, which was my card number, is not my name. There is an email address and phone number listed for this person as well that I am unfamiliar with. I used this information to make a police report. ( Case number XXXX ). The evidence shows that the packages were delivered to my house, but I never received anything like that. I don't know if someone came and picked those up off my porch or what but that's even more concerning if they did. I feel that this evidence shows even further that I WAS NOT THE ONE WHO MADE THIS PURCHASE. It shows clearly the name listed on my card in the evidence as XXXX XXXX, and that is OBVIOUSLY not my name, nor has that name ever been on my account.

Company response to consumer: Closed with monetary relief