Consumer complaint received 2024-02-13
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 (CA)

Summary : The credit company denied my dispute because they claim the merchant refunded the amount already. However, the refund theyre referring to is unrelated to the charge being disputed. The credit company has delayed resolving this issue for 6 months. 

Background : I purchased an Apple Watch from Apple Inc in XX/XX/XXXX using the Apple Card 's Financing feature. Apple charged me the full price of my purchase 's tax and a finance plan appeared on my Apple Card account for the remainder of the Apple Watchs price. Shortly after missing the delivery date, I reported my purchase as missing to Apple and requested a refund. Apple began an investigation and confirmed my request for refund. The full tax amount was refunded by Apple and that charge disappeared from my credit card. 

In the meantime, my first monthly installment became due in XXXX. Despite Apple confirming my refund, the credit card company maintained the finance plan on my account and started charging me the monthly installment amount for the purchase I had already received a refund for. 

I began a dispute for the total financed amount and stated in my dispute that this purchase was never delivered. In the proceeding weeks while communicating with the credit card company, I confirmed with them that Apple did in fact refund the purchase but that the full financed amount of the purchase still appears on my account and continues to charge me the monthly installment amount. 

In XX/XX/XXXX, I received an email from the credit card company stating that my dispute is declined because You already received a credit from the merchant for the disputed amount. As I already confirmed with the credit card company previously, I received a credit for the full tax amount of the purchase and reiterated that the remainder of the full price of the Apple Watch continues to be present on my credit account and am actively being billed the monthly installment amount to this day. I called the credit card company to reaffirm my dispute. They told me someone would reach out eventually. 

As this has been an ongoing issue for 6 months, and have spent over XXXX hours on phone calls, emails, and chat sessions, and spoken to nearly XXXX dozen individuals between the credit card company and apple, Ive decided to seek the help of CFPB to get my issue resolved. 

XXXX : Tue, XX/XX/XXXX : Initial Purchase, charged {$81.00} for full tax amount. 
Sat, XX/XX/XXXX : Scheduled delivery, Missed. 
Mon, XX/XX/XXXX : Contacted Merchant to inform of missing delivery. 
Sat, XX/XX/XXXX : First installment amount of {$53.00} out of {$640.00} charged. 
Tue, XX/XX/XXXX : Contacted credit company and started dispute on {$640.00} charge. 
Tue, XX/XX/XXXX : XXXX confirms refund. {$81.00} charge is dropped. 
Thu, XX/XX/XXXX : Monthly Installment amount of {$53.00} was charged again despite ongoing dispute. 
Fri, XX/XX/XXXX : Contacted credit company to seek status of my dispute. Told Id be contacted by XXXX. No contact was made. 
Thu, XX/XX/XXXX : Received email stating my dispute was declined because merchant already refunded amount. Another installment charge of {$53.00} appears on my credit account. 
Thu, XX/XX/XXXX : Contacted credit company to reopen dispute and informed them the total financed amount of {$640.00} continues to be present on my account despite the merchant refunding the purchase months prior.