Consumer complaint received 2024-07-30
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 ()

The following complaint is directed towards Apple Card, which is issued by Goldman Sachs. 

On XXXX XXXX, XXXX, I used my physical Apple Card at a payment terminal to place a XXXX XXXX XXXX for a rental car at the XXXX XXXX in XXXX with the car rental agency XXXX. Attached is a copy of the rental agreement with the XXXX XXXX cauo, or deposit, highlighted in a yellow box, in the attached XXXX XXXX named XXXX XXXX XXXX Further proof of this deposit is in the attached XXXX XXXX named XXXXXXXX XXXXXXXX, where the XXXX XXXX authorization is circled in pencil. 

After returning the rental car in XXXX, XXXX, XXXX contacted me via email to return my security deposit in full, as the car had no damages. XXXX XXXX XXXX, the operations coordinator at XXXX, asked for my credit card number, so that the vendor could reverse the charge for the security deposit. I gave my virtual card number for my Apple Card to her over the phone, but she was unable to use this card number to reverse the charge because it did not match the number of the physical card that I used to place the deposit. This is because my physical Apple Card which was charged for the deposit has as a security feature no physical card number that is visible. After calling Apple Card Support, I learned there is no way for me or Apple/Goldman Sachs to access the number associated with the physical card. Instead, there is only a virtual card number associated with the credit card. The merchant then attempted to reverse the authorization by contacting their payments processor. However, their payment processor was unable to reverse the charge. As a result, the merchant then asked me on XXXX XX/XX/XXXX to contact my credit card company to request that the deposit transaction be reversed. My correspondence with the merchant regarding the issues described above can be found in the attached file XXXX XXXX XXXX. 

At this point, on XXXX XXXX, XXXX I contacted Goldman Sachs Apple Card Support over the phone to initiate a dispute for the deposit charge. I explained the situation, opened a transaction dispute, and attached the relevant receipts and merchant correspondence. Evidence of this dispute initiation is in the attached file Dispute opened XXXX XX/XX/XXXX. On XXXX XX/XX/XXXX I received notice that the transaction dispute was rejected, as evidenced by XXXX XXXX XXXX  XX/XX/XXXX dispute rejection notice. I then went through many cycles of contacting Apple Card Support over the phone, escalating the situation to supervisors, and re-opening a transaction dispute, which were all rejected. These dispute initiations and results are supported by the attached dispute and dispute rejection notice files. Eventually, I contacted the merchant again to get additional confirmation that they authorized the reversal of the deposit charge. In an email reply to me dated XXXX XX/XX/XXXX, XXXX XXXX XXXX of XXXX, stated : I, XXXX XXXX XXXX, XXXX XXXX at XXXX XXXXXXXX, hereby authorize the refund of XXXX to XXXX XXXX, which was originally charged to his physical XXXX XXXX on XX/XX/XXXX. This charge was a deposit for a rental car, which was returned with no damages. XXXX XXXX tried to refund this XXXX deposit charge to XXXX XXXX but were unable to do so because the card number associated with the charge placed with his physical card did not match the virtual card number that he gave us when we tried to initiate the refund. To Apple Card and Goldman Sachs : please approve the reversal of this XXXX charge for XXXX XXXX. A copy of this email is attached in the file XXXX XXXX XXXX. 

I submitted this email as supporting documentation in my two disputes that I opened on XXXX XX/XX/XXXX and XXXX XX/XX/XXXX. In my dispute opened in XXXX, I was also encouraged by the Apple Card Support XXXX over the phone to mail in a physical letter to Goldman Sachs explaining my case, which I did, but my dispute was still rejected ( see XXXX Apple Card Hard Copy Letter ). 

After this dispute was rejected on XXXX XX/XX/XXXX, I decided to initiate this complaint with the Consumer Financial Protection Bureau.