Consumer complaint received 2023-09-22
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 (AZ)

Key dates and developments XX/XX/XXXX : {$1500.00} charge on Apple Credit card for XXXX course agreement ( see XXXX XXXX attachment ) XX/XX/XXXX XX/XX/XXXX : trial period for course during which full refund given if cancelled at XXXX XXXX XX/XX/XXXX : refund form filled at XXXX XXXX ( see XXXX  Cancellation XXXX XXXX ) XX/XX/XXXX : dispute initiated with Apple Card Customer Care at Goldman Sachs for {$1500.00} transaction and amount provisionally credited back to Apple Card ( see Apple Card Dispute XX/XX/XXXX XXXX XXXX  ) XX/XX/XXXX : email from Apple Card Customer Care at Goldman Sachs informing me that merchants response to my dispute is being reviewed ( see Apple Card Dispute XX/XX/XXXX XXXX ) XX/XX/XXXX : email from Apple Card Customer Care at Goldman Sachs for more information to support the disputed transaction ( see Apple Card Dispute XXXX XXXX attachment ) XX/XX/XXXX : email sent to Apple Card Customer Care at Goldman Sachs with the supporting documentation ( see Response to Apple Card Dispute XXXX XXXX attachment ) XX/XX/XXXX : email from Apple Card Customer Care at Goldman Sachs that investigation is complete and merchant charges will remain on my account ( see Apple Card Dispute XX/XX/XXXX XXXX attachment ) XX/XX/XXXX : called Apple Card Customer Care at Goldman Sachs at XXXX to dispute their decision but did not get a convincing response During the summer of XXXX  when my wife was in XXXX, she enrolled my son in a 3-year educational course for {$1500.00} ( equivalent to XXXX  XXXX at the prevailing exchange rate on that day ) at XXXX in XXXX on XX/XX/XXXX. She used the Apple Card from Goldman Sachs for this transaction. She was told that the course trial period would start on XX/XX/XXXX for a period of 15 days during which she could cancel the enrollment and receive a full refund ( see XXXX  Agreement.pdf attachment ) if she did not find the course worth the investment. During the trial period my wife realized that she was given misleading information regarding number of online and in-person classes when she signed up for the course on XX/XX/XXXX. Subsequently, she submitted a Fee Refund form at the local XXXX  center ( see XXXX XXXX XXXX ) and was told to wait for 14 days for refund processing. 

She came back to the XXXX on XX/XX/XXXX and by XX/XX/XXXX when we didnt see a refund on our credit card, I filed a dispute with the Apple Card Customer Care at Goldman Sachs and {$1500.00} amount was provisionally credited to my account ( see Apple Card Dispute XX/XX/XXXX Email.pdf attachment ). I was told that Apple Card Customer Care at Goldman Sachs would follow up with the vendor ( XXXX  ) and get back to me. No other information or documentation was requested by the Apple Card Customer Care at Goldman Sachs On XX/XX/XXXX I received an email from Apple Card Customer Care at Goldman Sachs that they were reviewing the merchant response and that no additional action was required from me at this time ( see Apple Card Dispute XX/XX/XXXX XXXX ) On XX/XX/XXXX I received an email from Apple Card Customer Care at Goldman Sachs to provide any correspondence with the merchant such as emails or letters that would help support my case for disputing the charge ( see Apple Card Dispute XXXX XXXX attachment ). I sent a response to the email on XX/XX/XXXX ( see Response to Apple Card Dispute XXXX XXXX attachment ) and the text of the email is pasted below === Hello Apple Card Support Team, Attached are the two documents - one for the XXXX contract and the other for the cancellation. The dates are in DD/MM/YY format and the amount is charged by XXXX  subsidiary Think and Learn Private Limited. In the XXXX contract document on the first page which was signed on XX/XX/XXXX ( XX/XX/XXXX ), it clearly states that the customer is entitled for a full refund if the contract is cancelled by XX/XX/XXXX ( XX/XX/XXXX ) at the center. The cancellation form that was filled and submitted at the center has a date of XX/XX/XXXX ( XX/XX/XXXX ). The amount charged is XXXX XXXX XXXX that is equivalent to {$1500.00} based on the exchange rate on that day. Please let me know if there is any additional information needed to refund the amount. XXXX customer service has been terrible and they have not initiated any refunds even after contacting them several times. 

Thanks, XXXX XXXX === On XX/XX/XXXX I saw that the {$1500.00} charge ( that was provisionally removed on XX/XX/XXXX ) was added back. An email from the Apple Card Customer Care at Goldman Sachs contained the following statement The evidence we received shows that you did not cancel your purchase prior to the processing date. There was no documentation attached with the email ( see Apple Card Dispute XX/XX/XXXX XXXX attachment ) When I called the customer support team at XXXX in the afternoon on XX/XX/XXXX to inquire more about the decision for taking a decision in support of the vendor and thereby denying the refund, I was not given any new information. They told me that they received documentation from the vendor but did not provide any dates or details. I reiterated the content I sent in the email and told them the vendor had still not reached out to me after repeated inquiries for the refund. I was on the call with the Apple Card Customer Care at Goldman Sachs for almost an hour and escalated it to the next level but did not get a convincing answer for why the charge was added back to my account when I provided compelling supporting evidence. 

As a customer, I am at a loss if the credit card company decides to side with the vendor when there is evidence that I followed all the procedures to receive a full refund. Please help with this matter so that I am able to get refund for the {$1500.00} charge on my Apple Card Thanks, XXXX