Consumer complaint received 2023-09-19
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: GOLDMAN SACHS BANK USA (CO)

I am writing to file a formal complaint regarding a series of unauthorized charges on my Apple Card account. I have exhausted all reasonable efforts to resolve this matter directly with the issuer, Apple, but the issue remains unresolved despite numerous attempts. Here are the details of the situation : On XXXX, XXXX, I initially set up a XXXX order, and subsequently canceled the order after the initial trial period. Between XXXX and XXXX, no charges appeared on my Apple Card account, indicating that the cancellation was successful. On XX/XX/XXXX, an unauthorized charge of {$77.00} was authorized on my Apple Card account by the merchant. I promptly disputed these unauthorized charges on XX/XX/XXXX, with Apple Card customer service. Disputes were filed again on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, as the unauthorized charges were not rectified. The charges for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, were recently reversed. However, these reversals came after multiple disputes were filed, indicating that the charges were indeed unauthorized. Throughout this process, new card numbers were issued each time by Apple due to the unauthorized charges. Despite this, the unauthorized charges continued to occur due to Apple 's participation in an updater program with the merchant. Apple acknowledged in my communications with their customer service that the updater program does not function as intended in the case of unauthorized charges, demonstrating their own awareness of the issue. I have made diligent efforts to resolve this matter with Apple, but their failure to prevent unauthorized charges and their lack of effective action have led me to this point of filing a complaint with the Consumer Financial Protection Bureau. The recurring unauthorized charges, despite multiple disputes and new card numbers issued, have caused considerable frustration and financial inconvenience. I kindly request that the Consumer Financial Protection Bureau intervene and investigate this matter on my behalf to ensure that these unauthorized charges are properly resolved, and appropriate measures are taken to prevent such incidents in the future. At a minimum, I am asking that they credit my account for the charges that were reversed for XX/XX/XXXX and XX/XX/XXXX ( and to really honor their zero liability pledge, the dispute for XX/XX/XXXX should also be honored ). I believe that it is in the best interest of consumers to have a secure and reliable financial system, and Apple 's inadequate response raises concerns about their commitment to protecting their customers ' financial well-being. Enclosed with this letter, please find copies of relevant documents, including communication records with Apple, transaction statements, and dispute documentation. I appreciate your attention to this matter and thank you for your assistance in resolving this issue. I look forward to a prompt resolution and your valuable support in holding companies accountable for their actions.