Consumer complaint received 2024-01-20
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)

Apple Card/Goldman Sachs has had what I feel is very unacceptable handling of a dispute for an amount that is not insignificant, and seems not to be taking my evidence into consideration. 

First, the timeline of events leading up to the dispute : XX/XX/XXXX : Purchased a laptop online from XXXX XXXX, order total {$1500.00}. 
XX/XX/XXXX : Order shipped, delivery date set for XX/XX/XXXX. 
XX/XX/XXXX : Checked XXXX XXXX for updated tracking information, it said delivered prior day on XX/XX/XXXX. At least 2 people were home at all times on XX/XX/XXXX and XX/XX/XXXX and we never received a package. 
XX/XX/XXXX ( XXXX XXXX ) : Contacted XXXX XXXX, they believed the package had been misdelivered or lost. The assisted to file a claim with XXXX, and placed an order for a replacement laptop to be sent out to me. 
XX/XX/XXXX : XXXX XXXX cancelled the replacement order, and sent me an email claiming they had investigated and would be unable to provide a replacement for the laptop I did not receive. 
XX/XX/XXXX ( XXXX XXXX ) : Contacted XXXX XXXX again, was told this was a " system glitch '' and that instead of replacing the laptop, they'd refund me so I could order again. For this they gave me case number and told me it would take 7-10 days. 
XX/XX/XXXX : Received email containing 'Damage/Loss Notification ' from XXXX, acknowledging that the package they initially claimed to have delivered has been deemed lost by them. Completed the forms XXXX requested from me. 
XXXX - XX/XX/XXXX : Final communications with XXXX XXXX, they sent me another email saying they had investigated and would be not be providing a refund either. Spoke to several departments and was ultimately told that despite their initial promises, and the fact that XXXX has deemed the package lost and agreed to reimburse them ( XXXX XXXX ), that there is nothing they can do, I will receive no refund, and will not receive the product I ordered. 

Now, onto the actual dispute process with Apple Card/Goldman Sachs : XX/XX/XXXX : Filed a dispute with all of the above information and several pieces of evidence of my communication with XXXX XXXX and of the package being determined lost by XXXX. 
XX/XX/XXXX : Apple Card received a response from XXXX XXXX and is reviewing their response. 
XX/XX/XXXX : Almost XXXX whole months later, received a response from Apple/Goldman Sachs , they had sided with the merchant, and I would remain responsible for the charges despite never receiving anything to show for the money spent, and the carrier acknowledging that the package was lost. 
XX/XX/XXXX ( XXXX XXXX ) : Spoke to Apple/Goldman Sachs support again, and requested the information used to determine the dispute, as well as requested that the dispute be re-opened to which they agreed. 
XX/XX/XXXX : Received evidence packet from Apple/Goldman Sachs , it included printouts of the order from XXXX XXXX, and out-of-date tracking information from XXXX showing the item was delivered. I verified that checking the same tracking number with XXXX on this date showed that the package was lost and that a claim was issued to the sender. None of my own uploaded evidence was included with this packet. 
XX/XX/XXXX ( Cont 'd ) : Spoke to Apple/Goldman Sachs support once again, and informed them of the out of date tracking printout that XXXX XXXX had sent them as evidence, as well as requested that they allow me to resend all of my supporting evidence, to which they accepted, and I sent all of my supporting evidence ( communications with XXXX XXXX, emails from XXXX, my own printouts of the XXXX  tracking XXXX etc. ) XX/XX/XXXX : Followed up with Apple/Goldman Sachs support a final time, resending them my evidence again and ensuring the dispute is still open. 


So from XX/XX/XXXX to today ( currently XX/XX/XXXX, over 6 months later ) I have been attempting to work with Apple/Goldman Sachs to have this large unjust charge removed from my card, with evidence that the merchant never delivered me a product. From XX/XX/XXXX to XX/XX/XXXX, over 2 months, I have heard absolutely nothing back from them, and received no further status updates.