Consumer complaint received 2024-07-08
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)

Short summary : Goldman Sachs ( Apple Card ) is charging me for an order that was cancelled, computer returned to Apple, and the purchase price completely refunded to the card from Apple. After many cycles of disputes and investigations ( Ive sent in full documentation ) by Goldman Sachs they insist that the merchant charges remain. My balance should be XXXX and I should owe them nothing. 

Here is the story from the beginning. 


On XX/XX/XXXX I ordered a XXXX XXXX XXXX with extra RAM. ( total cost was {$1000.00} ) At the time, I responded to the offer to apply for an Apple Card ( Goldman Sachs ) for that purchase and was approved. 


I received the new computer, but it soon become obvious that it was not charging for some reason, so I brought it to my nearby Apple Store to have it looked at.

The specialist at the Apple Store looked at my computer and said that it was XXXX and that it needed to be replaced. They said that Id have to arrange to ship it back t

o Apple myself because it was a custom order with extra RAM which they do not in stock in the stores. Well, went home and called Apple to ar
range the exchange of my computer.

I was able to ship it back, and Apple received my return but after that, something went wrong on Apples end, and I never got my replacement computer.

After several calls with Apple to try to get to the bottom of it, I finally got someone ( a supervisor or manager ) who said that they would just go ahead and completely cancel that order and then I could then go online and just purchase a new computer from scratch. 
I wound up not purchasing a new computer at that time and I soon cancelled my Apple Card. 

The ONLY thing I used the Apple Card for was to order that one laptop which was returned ( along with the gift card I never used ). Again, the order was cancelled and refunded to the card by Apple.

I have documents showing my order, showing that Apple received the return, and that the card was refund was being processed. In addition, I have invoices from apple showing that the entire cost of the computer, Apple Care, and the credit for my trade-in computer was completely refunded to my Apple Card.

Goldman Sachs has continually insisted that I owe them for this computer. I have filed more disputes than I can remember ( at least six ) and have spent more hours on the phone with them than I can possibly add up. I have sent them all the documentation that I have many times, yet they keep coming back at me saying that after investigation, there was no billing error, and the merchant charges will stay on my account. 
This has been going on since last XXXX ( it is now XX/XX/XXXX ). The last time I spoke to anyone at Goldman Sachs I was bounced around on conference calls between Apple and Goldman Sachs for three hours ( Apple confirming the accuracy of my claim ) only to be hung up on by someone at Goldman Sachs who told me that there was nothing that could be done. 

Bottom line is that in the end I never bought anything with my Apple Card and there should be XXXX balance on it. 

There is no other way I can try to remedy this with Goldman Sachs. I keep filing disputes and sending in the proof of my claim and they just keep coming back at me saying that I am wrong and that I owe them for this computer. What else can I do? 

Please help me end this nightmare with Goldman Sachs.