Consumer complaint received 2024-10-29
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 (GA)

# # # Timeline of Events for Disputed Charge - Apple Mastercard **Cardholder : ** XXXX XXXX XXXX Ending : ** XXXX **Disputed Amount : ** {$1900.00} **Transaction Date : ** XX/XX/year> **Merchant : ** XXXX XXXX  XXXX Transaction Confirmation XXXX XXXX ** XXXX -- - XXXX XXXX, XXXX  - XXXX XXXX  : ** - A charge of ** $ XXXX was placed on XXXX XXXX XXXX Apple Mastercard for a flight booking XXXX XXXX Airlines, as confirmed by a booking email XXXX XXXX XXXX  ( Ref : [ Document XXXX XXXX XXXX # XXXX ) ). 
- The transaction was immediately placed in a pending status, as the payment was not successfully processed. This was indicated in a follow-up email from XXXX XXXX  XXXX stating that the reservation had not been confirmed and instructing XXXX XXXX to call customer service to secure the booking ( Ref : [ Document XXXX ] ( # XXXX ) ). 

**Morning of XX/XX/year> - Arrival at Airport : ** - Upon arrival at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX attempted to retrieve the boarding passes. However, the charge for ** $ XXXX was still in a pending status, which prevented the issuance of boarding passes. 
- A XXXX XXXX counter agent advised XXXX XXXX that they could not assist in releasing the pending charge or issuing boarding passes since the tickets had not been paid for due to the pending status of the transaction. 
- XXXX XXXX was instructed to contact XXXX XXXX customer service for further assistance. 

**Morning of XX/XX/year> - Interaction with XXXX XXXX Customer Service : ** - Upon contacting XXXX XXXX customer service, XXXX XXXX was provided with a payment link to complete the transaction. However, the counter agent advised that there was no guarantee the pending charge would be released, even if the payment link was used ( Ref : [ Document XXXX ] ( # XXXX ) ). 
- Under advisement from the XXXX XXXX counter agent, XXXX XXXX decided not to complete the payment through the provided link due to the uncertainty of resolving the issue. 

XXXX XXXX, XXXX  - XXXX XXXX  : ** - Due to the unresolved pending status of the initial charge and the unavailability of funds on the Apple Mastercard , XXXX XXXX rebooked the itinerary using an alternate payment methodhis XXXX XXXX ending in XXXX a total of ** $ XXXX ( Ref : [ Document XXXX ] ( # XXXX ) ). 
- XXXX XXXX issued new tickets under this transaction, which were used for the actual travel by XXXX XXXX and his party. 

XXXX XXXX, XXXX  - Post-Flight : ** - Despite the new booking and successful completion of the travel, the original charge of ** $ XXXX on the Apple Mastercard remained in a pending status and was not released until after the flight had been rebooked and paid for with the XXXX XXXX  . 
- XXXX XXXX later confirmed that the charge of ** $ XXXX was not associated with any valid ticket issuance and advised XXXX XXXX to dispute this charge with the card issuer. 

XXXX XXXX, XXXX  - Dispute Initiation : ** - XXXX XXXX initiated a dispute process with XXXX regarding the ** $ XXXX charge made on his XXXX card XXXX During this dispute, XXXX XXXX confirmed that the tickets issued under the XXXX payment were valid and that the charge of XXXX  $ XXXX on the Apple Mastercard was not tied to any valid transaction or ticket issuance ( Ref : [ Document XXXX ] ( # XXXX ) ). 
- The dispute with XXXX was resolved in favor of the cardholder, confirming that the correct charge was made on the XXXX card and the initial Apple Mastercard charge was invalid. 

**Ongoing Dispute with Apple Mastercard : ** - Despite multiple disputes, the ** $ XXXX charge on the Apple Mastercard has not been resolved. XXXX XXXX has been engaged in an ongoing dispute process with Apple Mastercard since XX/XX/year>. 

-- - # # # Additional Documentation : XXXX. **Original Booking Confirmation : ** - XXXX XXXX email confirming the charge of ** $ XXXX and the pending status of the transaction ( Ref : [ Document XXXX ] ( # XXXX ) ). 

XXXX. **Pending Status Confirmation : ** - XXXX XXXX email stating the payment was not processed, and the reservation was not confirmed ( Ref : [ Document XXXX ] ( # XXXX ) ). 

XXXX. **New Booking Confirmation : ** - XXXX XXXX transaction for ** $ XXXX and confirmation from XXXX XXXX  that the tickets issued under this transaction were valid ( Ref : [ Document XXXX ] ( # XXXX ) ). 

4. **Customer Correspondence with XXXX XXXX XXXX ** - Communication confirming that the ** $ XXXX charge was not associated with any valid transaction ( Ref : [ Document XXXX ] ( # XXXX ) ). 

**Resolution Requested : ** XXXX XXXX XXXX the immediate reversal of the ** $ XXXX charge on his Apple Mastercard , as the transaction was not successfully completed, and the charge does not correspond to any valid purchase. 

-- - This timeline provides a structured overview of the key events and supporting documentation related to the dispute, formatted to align with the review process used by credit card dispute departments. If further details are needed, please let me know! 

DUE TO INADEQAUTE PAYMENT PROCESSOR XXXX XXXX CHARGED ME TWICE FOR THE SAME FLIGHT, BOTH TRANSACTIONS HAVE BEEN DISPUTED WITH BANKS ( XXXX & APPLE/GOLDAMN SACHS ) AND BOTH TRANSACTION CAME BACK VALID. THIS IS IMPOSSIBLE BECAUSE THERE IS NO POSSIBLE SCENARIO WHERE A CONSUMER WOULD PAY FOR THE SAME FLIGHT TWICE, THIS DISPUTE HAS BEEN ONGOING SINCE XX/XX/year>. BASED UPON DOCUMENTED CORRESPONDENCE VIA EMAIL AND CHAT XXXX XXXX  THE INITIAL CHARGE SHOULD NOT HAVE BEEN COMPLETED DUE TO CLEAR INSTRUCTIONS TO COMPLETE THE PAYMENT WHICH UNDER ADVISEMENT FROM AT THE COUNTER XXXX XXXX CUSTOMER SERVICE REP WOULD NOT ENSUE MY TRAVEL AT THAT TIME. ENCLOSED IS A FULL TIMELINE OF EVENTS AS WELL AS THE MULTIPLE DISPUTES. THIS HAS BEEN ONGOING FOR ALMOST 10 MONTHS WHICH IS A CLEAR VIOLATION OF APPLICABLE LAWS. XXXX XXXX BASICALLY DID NOT OR COULD NOT PROCES THE PAYMENT AT THE TIME OF PURCHASE RENDERING ME AS THE CONSUMER OPTIONLESS EXCEPT TO RE PURCHASE THE TICKETS AS ADVISED BY EMAIL AND CUSTOMER SERVICE