Consumer complaint received 2024-03-17
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 (NY)

After my husband started and lost a heated argument over their baggage policy, one of XXXX XXXX XXXXXXXX XXXX gate agents tricked me into paying twice for a single piece of oversized luggage by saying that the first contactless transaction did not go through. Then he told me to leave my luggage at the gate and never loaded it into the plane 's cargo, but not before uttering a slur. After landing and learning about all this issues, I tried to get in touch with merchant XXXX  via email, website, and phone only the phone was successful after calling nonstop for several days. XXXX  showed no desire to fix these issues, so I proceeded to start a dispute with Apple Card/Goldman Sachs . This was in XX/XX/2023. 

Almost a year later, Apple Card/Goldman Sachs has done nothing to properly investigate this fraud. At first, three different agents declined to share any of the evidence submitted by merchant, claiming that they were not allowed to do so. Reminding them of their obligation to do so under 15 U.S. Code 1666 did nothing, and I file a complaint with the CFPB for Apple Card/Goldman Sachs to finally send what little evidence was provided by merchant XXXX 

The evidence in question only contained the receipts for the duplicate transactions and a copy of their policy of not refunding any baggage fees under any circumstances. It didn't address their employee 's fraud in any way, it didn't prove that my baggage was delivered to my destination, and neither did it show that any sort of internal fraud investigation was conducted. Nonetheless, Apple Card/Goldman Sachs felt this joke of a response was sufficient evidence to reject my dispute. 

Meanwhile, I've submitted all sorts of available evidence copies of all electronic communications with merchant, merchant call transcripts, testimonies but apparently, Apple Card/Goldman Sachs thinks none of this is enough to give credibility to my claims.

Furious at this flagrant injustice ( and frankly, a scam of a process ), I've reopened my dispute with Apple Card/Goldman Sachs at least three times to date. Each time, they have asked for more and more evidence from me, while the are perfectly fine reusing the same vacuous letter provided by merchant. I have complied with each and every asinine request and submitted more and more proof each time, all for nothing. 

After all this time and effort wasted dealing with Apple Card/Goldman Sachs , I am at the point where I have no trust in their dispute process whatsoever. Compared to the degree of shady behavior I've been subjected to by these companies over 9 months, the money tied up in this dispute means very little, and I'm submitting this new complaint to the CFPB to perhaps naively expose the shameful practices of XXXX XXXX XXXXXXXX, Apple Card, and Goldman Sachs before giving up. 

If there is one thing I've learned from this completely awful experience, is that from now on I'd rather fly exclusively in XXXX crafts and risk my flight falling apart midair each time than ever again deal with XXXX XXXX XXXXXXXX, Apple Card, and Goldman Sachs.