Consumer complaint received 2024-02-15
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 (NJ)

On XX/XX/XXXX, I ordered XXXX wedding dresses from the website XXXX. I read the FAQ and saw that all purchased items could be returned no matter what as long as it is done so within XXXX days of purchase. I received the dresses on XX/XX/XXXX. Neither of the dresses fit, so I repacked them and requested a refund on XX/XX/XXXX. I was denied on the basis that the dresses were made to order. I told them about their policy to accept returns no matter what within XXXX  days. After some long negotiations, they agreed to refund me in full ( minus shipping ) if I returned the dresses to them. On XX/XX/XXXX, I paid {$94.00} to ship both dresses to XXXX  in XXXX. I sent a picture of the receipt to XXXX. Beginning XX/XX/XXXX, it was reported that the dresses were in customs. On XX/XX/XXXX, they requested a picture of the receipt showing that I had sent the dresses. On XX/XX/XXXX, I confirmed that I already sent both dresses via USPS and resent them the tracking number. At the time, I also called USPS to see if there was anything I could do about the package being stuck in customs, and was told by USPS there was nothing they could do ; they told me the seller would have to contact the shipping agency in XXXX in order to receive the package. XXXX asked me to check the package number, but I verified it was the correct one and decided to contact Apple Card support to help me with the matter. On XX/XX/XXXX, I contact Apple Card by phone support to dispute the charge, and they temporarily refunded me the charge from XXXX. I gave them the same information provided above. On XX/XX/XXXX, I received an update that they were reviewing the response from the merchant, but never heard what the merchant response was. On XX/XX/XXXX, Apple Card requested extra information via email about the dispute. I sent them the pictures of XXXX agreeing to refund me, claiming they never received the receipt of postage, and the USPS receipt showing that I did indeed ship back the dresses. On XX/XX/XXXX, I was notified that my transaction dispute was rejected and they put the full charge back on my Apple Card. On XX/XX/XXXX, I reached out to Apple Card via chat and asked about the result of the dispute. I sent them the original dispute number and they requested additional evidence that the merchant agreed to the refund. I also sent them the picture of the USPS receipt, a screenshot of the status of the package in XXXX, and the merchant 's response when I told them I had shipped the package. After sending all this, the Apple Card representative said it was weird that I was rejected and stated that I may have been rejected because I did not make my case via text, because they can send everything together at once. On XX/XX/XXXX, I again received a request via email from Apple Card Support asking to send additional information for my card dispute, and I sent over all the same information I sent via chat on XX/XX/XXXX. On XX/XX/XXXX, I received a notice from Apple Card Support that the dispute was rejected and I was again charged for the full amount of the dresses. As of XX/XX/XXXX, XXXX  also closed the chat where I had originally requested the refund.