Consumer complaint received 2023-05-04
Product: Credit card or prepaid 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 (IL)

Dear CFPB, I am filing a complaint regarding Goldman Sachs Bank 's credit card dispute process. I opened two disputes XXXX & XXXX ( re-open of initial dispute ). The next paragraph is a summary and basic details about the purchase for context, then I return to this dispute with Goldman Sachs Bank in the subsequent paragraphs. 

I purchased a coffee maker advertised on XXXX, using a mobile web platform on XX/XX/XXXX, for {$490.00} ( U.S ). I realized at the time of purchase the company was based in XXXX, but assumed the merchandise would be designed for XXXX XXXX since the product promotion was on XXXXXXXX ( U.S ), and provided screenshots to support these facts. On XX/XX/XXXX I reached out to the merchant after the thought crossed my mind to check and make sure the machine worked in the U.S. I provided copies of the email exchange to Goldman Sachs Bank as did the merchant. It wasn't until XX/XX/XXXX the merchant informed me by email the machine would not work in XXXX XXXX unless I purchase a voltage converter ( expense and scary ). The product is not designed to work in XXXX XXXX ( wrong voltage ) and the cord will not work outlets in the U.S. The merchant informed be after additional emails ( also provided to Goldman Sachs Bank ) I was expected to send the machine back at my own expense and if there was any damage to the box or machine upon arrival back in XXXX, they would not provide a refund. None of this information or their XXXX page or mobile website. I felt like this was a scam. Why advertise a product in the U.S. that is not designed for or work in the market? I felt the merchant expected me to take all the risk. I already paid {$80.00} to ship the machine to the U.S ( purchase price was {$410.00} + {$80.00} shipping ), now I would pay to ship it back, plus the merchant would decide if I receive any refund once they receive the machine back? The merchant is already shady advertising products in the U.S. markets that don't work, so why should I trust them? I advised the merchant I was disputing the transaction. 

I opened my original dispute XXXX or around XX/XX/XXXX ( date of provisional adjustment of {$490.00} ). To open the dispute, the interaction was minimal, I did everything through the mobile app in a couple of clicks. I received several email updates from Goldman Sachs Bank during the dispute investigation which provided status updates and indicated that I would be contacted and allowed to submit evidence prior to any resolution. On XX/XX/XXXX I was informed " we're reviewing the merchant 's response for your Apple Card transaction dispute. '' The email again says I will have a chance to submit and they will reach out when its time. Three days later, XX/XX/XXXX I was informed, " your Apple Card transaction dispute investigation is complete and the merchant charge ( s ) will remain on your account. '' It goes on to say, " The evidence received shows that no credit is due because you agreed to the merchant 's terms and condition at the time of purchase. '' I was angry! Not only did Goldman 's Sachs Bank not follow their own process ( allowing me to submit evidence ), but the justification doesn't make sense to me. 

On XX/XX/XXXX, I called the Apple Card/Goldman Sachs Bank support and tried to reopen ther dispute, but I was told they could not do that, but they would create a new dispute and reference the original, so XXXX was created. Again I asked when opening and through subsequent emails when would I be able to submit my evidence? I was advised to submit through the mobile app chat function, then after calling customer support and being transferred multiple times, I was told the supervisor could help ( 4th person ). She advised me she could not and I would receive an email. I was finally able to submit my evidence ( a PDF document ) via chat in XXXX. On XX/XX/XXXX, I finally received an email from Apple Card requesting I submit my evidence, which I did submit the exact same file again. Today, XX/XX/XXXX ; I was notified " Your Apple Card transaction dispute investigation is complete and the merchant charge ( s ) will remain on your account. '' The reason provided, " We further investigated the dispute and reviewed any additional information that may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. '' I wholeheartedly disagree with this decision and do not feel like the dispute process was followed ( first case ) and " there is no evidence to substantiate the claim '' is factually incorrect ( within the context of use ). I have attached the PDF file I submitted to Goldman Sachs Bank. 

I would also like to point out that since I have contacted the merchant they have removed all references for the product from their U.S. XXXX account and their website. The only evidence I can provide are the screenshots I took of XXXX and of their mobile website earlier in the case.