Consumer complaint received 2020-08-12
Company: GOLDMAN SACHS BANK USA
State: CA
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:
XX/XX/XXXX at XXXX XXXX an internet transaction was made for the purchase of {$540.00} at XXXX XXXX for in-person pickup. ( Image of receipt obtained from Goldman Sachs on XX/XX/XXXX, is attached with this complaint ) XX/XX/XXXX XXXX XXXX There were two charges made that day at the same time. I immediately disputed both. The smaller one for scooter rental in XXXX XXXX was reversed. 

XX/XX/XXXX Received a charge on my credit card for the disputed amount. I called and spoke with someone called XXXX at Goldman Sachs. I was threatened that Goldman Sachs would report me to collection agency if I do not pay the disputed amount. I paid that amount on the spot ( Apple allows payments to be made on the spot ) and canceled my credit card. 

In that phone call, I requested proof of the basis of their decision that this charge was not fraudulent. 

They did not provide that proof. 

XX/XX/XXXX I phoned Goldman Sachs because I received an email asking for marriage certificate or court document ( I did not see why that request was relevant to the case ) XX/XX/XXXX I phone Goldman Sachs regarding their email and they said that that was a form letter. What they required was any additional information supporting the disputed charge. 

XX/XX/XXXX I sent them supporting documents ( all of them are attached with this complaint ) XX/XX/XXXX Followed up with a phone call since there had been no reply from Goldman Sachs. They promised an escalation of my case. No reply for another month. 

XX/XX/XXXX Phoned Goldman Sachs again. They promised an escalation and that someone would contact me. 

XX/XX/XXXX I phoned Goldman Sachs again and spoke with XXXX. Once again requested evidence that they used to make their decision that I had made the purchase. And inquired if they had received my supporting documents. They asked me to send the documents again. 

XX/XX/XXXX I sent the same documents and a cover letter again ( all of this attached with this complaint ) XX/XX/XXXX Phoned Goldman Sachs again and spoke with multiple people who kept transferring my phone call. Eventually reached someone who said she was from the Dispute Department. She claimed they have proof that I had made the purchase. I asked for the proof. 

XX/XX/XXXX I received a copy of the signature used when the goods were picked up from HomeDepot ( attached with this complaint ) That signature that they provided as proof, is not mine. 

The initial order was made online at XXXX XXXX on XX/XX/XXXX as shown in the shop receipt sent to me by Goldman Sachs. 

I was on a flight from XXXX to XXXX XXXX with plane touchdown in XXXX  at XXXX PM XX/XX/XXXX. By the time the plane reached the gates and passengers deplaned and cleared customs and immigration and picked up baggage, it certainly was not XXXX XXXX. ( airline ticket and proof of completion of travel are attached with this complaint ) I went straight home and slept. 

I have provided Goldman Sachs with an airline ticket, sworn and notarized affidavit, a full timeline of my travel, and witnesses to my presence at home ( sleeping ) ( all attached with this complaint ). 

I called Goldman Sachs again and they said they can do nothing about this and I have to take this up with XXXX XXXX. 

I kindly request that since I never made that purchase, this is a fraud. This is also an instance of unnecessary and unexplained delay in responding to my multiple requests to provide proof of their documentation which I hope is not an attempt to hide the fraud. Finally, Goldman Sachs 's claim that they can do nothing about this fraud is against my cardholder 's agreement. 

I request reparation and return of the {$540.00} to me which I paid to Goldman Sachs under threat by their agent called XXXX  on XX/XX/XXXX that she would report me to a credit agency for a purchase that, I swear under oath, I never made and have provided proofs and affidavits from my side supporting my dispute that I did not make that purchase and for which the documentation from Goldman Sachs does not support their claim that I had made the purchase as the signature on their copy of the receipt from XXXX XXXX is not my signature.

Company response to consumer: Closed with explanation