Consumer complaint received 2024-09-16
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: GOLDMAN SACHS BANK USA (IL)

On XX/XX/year>, I was approached by a man who was seeking donations. After listening to him describe what the donations were for, I agreed to donate {$10.00}. The man asked if I had Apple Pay and I answered that I did. He then instructed me to tap my XXXX to his XXXX to complete the donation. I was not provided any form of confirmation or receipt and the man walked away. 

Soon afterwards, I saw an Apple Card notification for a pending charge of {$2300.00}. Once the transaction was posted on XX/XX/XXXX, I opened a dispute with Apple Card/Goldman Sachs ( AC/GS ) to dispute the {$2200.00} extra that I was charged. I explained in a short email what happened when additional information was requested on XX/XX/XXXX. 

On XX/XX/XXXX, I received an email informing me that the outcome of my dispute was that the original transaction will remain for the reason : " The merchant charged you the same amount that you intended to and did pay for your purchase. '' I immediately called AC/GS to speak to a specialist to reopen the dispute, which was confirmed via email on XX/XX/XXXX. The specialist on the phone informed me that obtaining a police report is often helpful in dispute cases. I responded that I would file a police report and send a copy to AC/GS as soon as possible. I reported the incident to the police on XX/XX/XXXX and provided the report number to AC/GS via email, noting that I will send a physical copy of the report by mail after receiving it from the police. Once I received a hardcopy of the police report, I mailed it to the address provide by AC/GS. 

On XX/XX/XXXX, I received an email informing me that the outcome of my dispute will remain the same for the reason : " We further investigated the dispute and reviewed any additional information that may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. '' I opened the dispute for the 3rd time, with the same outcome emailed to me on XX/XX/XXXX. 

Upon receiving the same outcome on XX/XX/XXXX, I opened the dispute again, chatting with a specialist via XXXX. I asked the specialist if the hardcopy police report I mailed was recorded. The specialist informed me that they do not see it. After confirming the correct mailing address, I sent a screenshot of the police report since I could not send a PDF file. I sent this screenshot again via email on XX/XX/XXXX. 

When i received email confirmation that this dispute was re-opened, I noticed that the disputed amount and original transaction amount was mixed up so that only {$2200.00} was included in this dispute. I tried to correct this error immediately but could no longer reach the specialist. When trying again via chat messaging on XX/XX/XXXX, I was informed that the error could not be fixed but that a complaint will be made and someone would be in contact with me soon. 

On XX/XX/XXXX, I received a call from GS informing me that the {$10.00} discrepancy would be fixed and the correct balance adjustment would be made while this dispute is active. I never received this corrected balance adjustment. 

On XX/XX/XXXX, I received an email regarding my fourth dispute on this case, with the same reason : " We further investigated the dispute and reviewed any additional information that XXXX have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. '' I am now submitting a claim with the CFPB after learning that many other AC users have had to raise their AC/GS disputes to CFPB.