Consumer complaint received 2024-06-29
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 (NY)

I have submitted a chargeback request for a fraudulent property I booked through the XXXX XXXXXXXX. Ive provided photo evidence of the listing being fraudulent to Goldman Sachs XXXX separate times in disputing this transaction. Each time it is rejected, most recently on XX/XX/year>. Goldman Sachs continues to simply say that Im not entitled to a refund because of XXXX unreasonable terms of service. They provide no information on what they would need to see to side in my favor that the terms of service are extortionate. Please see below the detail Ive provided them most recently : 1. Timeline of Issues and Initial Contact Arrival and Initial Observations : I arrived at the property at XXXX XXXX on XX/XX/XXXX after a long journey. The owner, who let me into the house, explicitly instructed me to contact them directly via text for any issues, not XXXX. This critical point is supported by documented evidence of our communication attached to this email. 

Noise and Window Issues : The following morning, I discovered the incessant noise from the surrounding area and the fact that the windows could not be closed. Per the owners instructions, I contacted them directly. 
Stove Malfunction : Later that day, when I attempted to use the stove, I found it non-functional. Again, I followed the owners directive and reached out to them. 
Ant Infestation : On the second day, I encountered a severe ant infestation, prompting me to contact XXXX directly, as the owner was unable to resolve the previous issues. 
XXXX. XXXX 's " Book with Confidence Guarantee '' Violation Vrbos guarantee claims to protect against Material Misrepresentation and requires issues to be reported within XXXX hours. However, this policy is both unreasonable and was effectively contradicted by the owner 's instructions. Let me emphasize the violations clearly : XXXX XXXX : According to XXXX 's own guarantee, " XXXX XXXX '' is defined as significant defects not disclosed in the listing or the absence of essential goods/services that make normal occupancy impossible. The listing claimed : A fully functional kitchen : The stove did not work throughout my stay, contradicting the attached property description. 
A quiet environment : The property was surrounded by noisy animals, and had windows that could not be closed, a fact omitted from the listing, and contradicting the quiet environment descripted in the attached listing. 
Cleanliness : The house was infested with ants, directly violating the cleanliness claim in the attached listing. 
3. Unreasonable XXXX Reporting Window Vrbos requirement for issues to be reported within XXXX hours is patently unreasonable under my circumstances : Late Arrival : I arrived at XXXX XXXX  and followed the owner 's instructions to report issues directly to them. 
Common Sense : It is unreasonable to expect a thorough inspection within XXXX hours, especially after a long trip and late arrival. A reasonable guest would first attempt resolution with the host, which I did, per the host 's instructions. 
4. XXXX XXXX XXXX XXXX 's Attempts : Despite the host 's efforts, the stove issue remained unresolved. 
Contacting XXXX : When the ant infestation surfaced, I contacted XXXX with photo evidence. XXXX 's response was non-existent despite multiple attempts and hours spent on the phone. 
5. XXXX XXXX vs. Reality Vrbos " Book with Confidence Guarantee '' explicitly states protections that were not honored in my case : Material Misrepresentation : As per XXXX, this includes " material defects ... that make occupancy under normal usage conditions impossible. '' The non-functional stove, pervasive noise, and ant infestation meet this criterion. These issues are each a material misrepresentation from XXXX 's listing. 
Failure to Respond : Despite contacting XXXX within a reasonable time frame given my circumstances, they failed to provide any resolution. I requested a refund from XXXX, notifying them via email within 30 days of the first issue with the listing, which as per their T & C 's is in line with how I should request reimbursement - please see the direct quotation from their XXXX & XXXX : " ( g ) Notify Us. The Protected Traveler must notify HomeAway within XXXX ( XXXX ) business days of the first event giving rise to a XXXX XXXX request for reimbursement under the Program by ( i ) email to customer support ; '' Original Dispute Summary My original dispute highlighted the fraudulent nature of the listing and XXXX failure to honor their guarantee : Non-Functional Kitchen : The stove did not work, and I was offered an unacceptable solution to use the owner 's mother 's kitchen. 
Noise Issues : Unleashed dogs, birds, and roosters caused incessant noise, contrary to the listing 's description. 
Ant Infestation : The property was infested with ants, contradicting the listings cleanliness claims. 
XXXX 's reliance on an unreasonable policy to dismiss my dispute is unjust and contrary to their guarantee. Given the overwhelming evidence and the blatant violations of XXXX 's " Book with Confidence Guarantee, '' I insist that Goldman Sachs uphold my claim for a full refund.