Consumer complaint received 2024-08-01
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)

Apple Credit Card Goldman Sachs Bank USA XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX Apple Card Goldman Sachs Corporate Management, **Subject : Urgent Complaint Regarding Reversal of Provisional Credit for {$1200.00}. ** I am writing to formally lodge a complaint against Apple Credit Card Goldman Sachs Bank USA regarding the reversal of a provisional credit of {$1200.00} for an authorized charge from XXXX XXXX  dated XX/XX/year>. Despite numerous attempts to resolve this matter, I have been met with inadequate responses and a lack of the necessary documentation from both Apple and Goldman Sachs. 

As of todays date, I have not received any of the information I requested regarding this disputed charges which were : [ What investigative process was conducted ], and [ What details were provided by the merchant ]. This situation has caused significant inconvenience, including the restriction of my credit card usage for the past six months. This has been a major disruption, especially as I am currently in the process of buying a home, and this unresolved issue has severely impacted my credit score causing financial hardship on my family and I. 

I have taken several steps to address this issue, including filing complaints with the XXXX XXXX XXXX Federal Trade Commission, and XXXX XXXX XXXX  Despite being informed by a Dispute Agent from Apple Credit Cards that no additional information was required from me, I received a notification that the provisional credit was reversed on XX/XX/year>. The reason given was delinquency and my alleged failure to provide supporting documents. This is inaccurate, as I have repeatedly expressed my willingness to provide any necessary documentation and have already filed a formal complaint against XXXX, which they have ignored. 

I have now engaged legal representation to handle this matter against XXXX. However, I am highly disenchanted in how Apple Goldman Sachs has failed to provide me with the documents allegedly provided by XXXX, which I have repeatedly requested. Beyond the failure to comply with my request I believe a poor investigative process was conducted to rectify the dispute accordingly. XXXX had continued to make unauthorized charges on my account. In regards to the dispute, XXXX has no binding agreement, or signatures by law to indicate those charges are valid. I spoke with a supervisor on two different occasions by the name of XXXX, on XX/XX/year>, and XXXX on XX/XX/year>. Initially I was wrongfully informed that I would receive the correspondents by email. When speaking to XXXX she stated that the information provided to me was false and that I can not receive the Companys response by email. She also stated a physical copy was mailed to me which after confirming the details it was allegedly sent to the wrong address. I confirmed the address once more and was notified that it would be received within 5-7 business days. As of today, XX/XX/year>, I still have not received any correspondents requested. 

This ongoing situation appears to be intentional neglect by Apple Goldman Sachs, which is both disappointing and unacceptable given my loyalty as a customer for the past four years. This is a violation of my rights as a consumer, and I am seeking a fair resolution and to thoroughly examine all documents provided through the Consumer Finance Protection Bureau. I am seeking their assistance in this investigation and full cooperation of the Apple Goldman Sachs Dispute and Fraud Department. If an appropriate investigation is completed, it would be apparent that all my claims are factual and a permanent credit should be reapplied to my account with any current restrictions removed. I have not been able to use my Apple Goldman Sachs Credit Card for the past 6 months due to these unauthorized charges. Additionally, account restrictions were placed by Apple Goldman Sachs preventing me from any credit card usage. I ask that you thoroughly review the attached documents supporting my claims and take appropriate action as soon as possible to rectify this matter. 

Please note that while I am hopeful that we can resolve this matter without further escalations, I will have no choice but to proceed with legal action against Apple Goldman Sachs if my rights as a consumer are not honored. I trust that you will handle this situation with the seriousness and fairness it deserves. 
I look forward to your prompt response and resolution of this matter. 


ATTACHMENTS : - Letter to XXXX XXXX XXXX XXXX XXXX via Certified Mail - RentaXXXX Receipts and Confirmation - Complaint to the Federal Trade Commission XXXX XXXX XXXX XXXX - Provisional Credit Reversal by Apple Goldman Sachs - Notes Speaking with Apple Goldman Sachs Representatives