Consumer complaint received 2024-06-19
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)

Subject : Comprehensive Complaint Regarding Unresolved Travel Issue - Urgent Attention Required To Whom It May Concern, I am writing to file a comprehensive complaint regarding an unresolved travel issue that has resulted in significant inconvenience and financial burden for myself and my family. The details of the situation are as follows : Background Information : - Trip ID : XXXX - Outbound Flight : XXXX XXXX - Inbound Flight : XXXX XXXX - Booking through XXXX, a travel agency Description of the Issue : I initially booked a round-trip flight from XXXX, XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX for departure on XX/XX/XXXX with XXXXXXXX XXXX and return on XX/XX/XXXX with XXXXXXXX XXXX XXXX through TripPlanet. The trip was intended to be a family vacation to XXXX. 

On XX/XX/XXXX, the outbound flight with XXXX XXXX was canceled, rendering the entire trip unfeasible. Despite efforts to explore alternative flights, XXXX did not provide any suitable options that aligned with our schedule or the purpose of the trip. As a result, my family and I were unable to proceed with the travel plans. 

Efforts to Resolve the Issue : Following the cancelation of the outbound flight, I contacted both XXXX and XXXX XXXX to seek assistance in resolving the issue. XXXX XXXX responded by offering a one-time exception to provide e-credits for each passenger, totaling {$160.00} USD per passenger. However, this resolution does not address the fundamental issue of the cancelation of the outbound flight and the impracticality of proceeding with the XXXX XXXX booking alone. 

Legal Considerations : According to the Department of Transportation 's Aviation Consumer Protection verbiage, " regardless of the reason, airlines are required to provide a prompt refund to a ticketed passenger, including those with non-refundable tickets, should the passenger choose not to accept the alternative offered, such as rebooking on another flight. '' Given this regulation and the extraordinary circumstances of the cancelation, I am entitled to a full refund for both the outbound XXXX XXXX flight and the return XXXX XXXX flight. 

In addition, I was directed to file a complaint with my Credit Card Company, Goldman Sachs GM Card, by a XXXX XXXX Customer Service Representative who agreed there should be a refund during our conversation on XX/XX/year>. It is pertinent to note that my complaint was denied on XXXX separate occasions by Goldman Sachs GM Card. The first denial occurred without any request for documentation, and the second denial followed despite providing the requested documentation. 



Distribution of Complaint : This complaint will be submitted to the Department of Transportation, the Consumers Protection Agency, and Marcus Goldman Sachs GM Card.

Conclusion : I urge all relevant parties to give urgent attention to this matter and provide a satisfactory resolution as soon as possible. The cancelation of the outbound flight has caused undue stress and financial strain, and it is imperative that appropriate action is taken to rectify the situation. 

Thank you for your attention to this matter. I look forward to a prompt response and a favorable resolution.