Consumer complaint received 2024-06-20
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 (NY)

Dear FCDC Team, I hope this message finds you well. 

I am writing to seek your assistance in resolving a transaction dispute involving my Apple Credit Card, issued by Goldman Sachs. 

Background : I purchased XXXX on XX/XX/year>, for the amount of {$140.00} using my Apple Credit Card. However, I did not receive the item, leading me to dispute the transaction. Despite my efforts, Apple Card Support refused my dispute request and did not provide a satisfactory resolution. 

Details : I live in an apartment building with XXXX units. According to the proof documents provided by Apple Card Support, XXXX included tracking information that stated the package was delivered to my building. However, the documentation does not confirm that the package was delivered to my specific unit ( XXXX ). 

Upon reviewing the delivery details provided by XXXX, it appears that XXXX may not have included my unit number ( XXXX ) in the shipping information. This omission is evident as my unit number is not present in the email sent by XXXX ( please see the attached snip : XXXX XXXX ). For other deliveries, my unit number is clearly listed ( please see the attached snips : XXXX XXXX XXXX XXXX & XXXX ). I did provide XXXX with my apartment number when placing the order ( please see the attached snip : XXXX XXXX ). 

I believe that the absence of my unit number may have caused the package to be delivered to a different unit. Despite diligent searching, I was unable to locate the package, neither in front of my apartment door nor in the mailroom. I checked my unit 's front door camera the day I initially submitted the dispute, and it did not show any delivery personnel in front of my unit door on, before, or after the package delivery date. Unfortunately, the delivery date was too long ago, and my front door camera no longer retains footage from that day. The only evidence available indicating that the package was not delivered to my unit is that I have had a XXXX door draft stopper installed for over XXXX months before the date of the missing package 's delivery, while the door in the XXXX delivery record didn't have one. Please refer to my order record for the door draft stopper, and the UPS delivery info as proof ( Snip : Door_Draft Stopper_Purchase Record & Snip : XXXX & Snip : UPS_Delivered_Info ). 

Concerns : I am deeply concerned about being billed for an item I never received. This situation has been distressing me for months. If the package had arrived, I would have gladly paid for it, but I have never received it. I believe it is unfair to charge me for something I did not receive. 

Request : I kindly request XXXX 's assistance in helping me resolve this dispute with Apple Card Support. Your intervention in ensuring a fair and timely resolution would be greatly appreciated. Please feel free to let me know if further documents or details are needed from my end. 

Thank you for your attention to this matter. 

I hope you have a nice day! 

Sincerely, XXXX XXXX