Consumer complaint received 2024-12-04 00:00:00
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
State: GA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing a formal complaint against Goldman Sachs regarding XXXX fraudulent transactions on my Apple Card that the company has failed to resolve. Initially, I disputed XXXX transactions. XXXX of these disputes ( Case IDs : XXXX and XXXX ) were resolved in my favor as fraudulent, but the remaining XXXX transactions were not. This inconsistency is confusing and raises serious concerns about Goldman Sachs handling of my disputes. 

It is important to note that I have not filed a CFPB complaint regarding these remaining XXXX transactions until now. My previous complaints to the CFPB were solely about the XXXX resolved transactions. Goldman Sachs must not engage in any underhanded practices by falsely marking this complaint as a duplicate. This is a new complaint regarding unresolved disputes, and any attempt to dismiss it as otherwise would be a blatant act of avoidance and bad faith on their part. 

Case IDs for the XXXX Unresolved Transactions : XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX XXXX. XXXX Timeline of Events : Initial Disputes in XX/XX/year> : In XX/XX/year>, I contacted Apple Card support via chat and was assured I would receive evidence in the mail within two weeks explaining why the transactions were not resolved in my favor. 
I never received the promised evidence. This failure, combined with poor customer service, suggests that Goldman Sachs had no actual evidence to justify ruling against me. Even basic details, like my name, were handled incorrectly, further undermining their credibility. 
2. XXXX Transactions Resolved, XXXX Still Disputed : Although XXXX of the original XXXX transactions were reversed after being found fraudulent, Goldman Sachs has not provided any explanation for why the remaining XXXX transactions were not similarly resolved. 
I have repeatedly requested evidence to justify their decision, but Goldman Sachs has failed to provide any. 
XXXX. Lack of Action and Mishandled Customer Service : By XX/XX/year>, after three rounds of disputes and no contact from Goldman Sachs, I reached out to Apple Card support again. 
The customer service was unacceptable. Representatives repeatedly transferred me between supervisors, none of whom could provide a resolution. Instead of addressing my concerns, they merely passed the responsibility to someone else. 
One specific representative, XXXX, assured me that a call was scheduled to discuss the issue. However, I never received confirmation or the call itself. This false assurance further demonstrates the lack of professionalism and care in handling my case. 
4. Ongoing Neglect by Goldman Sachs : Despite disputing these XXXX fraudulent transactions since the beginning of XXXX, Goldman Sachs has shown no intention of resolving them. 
The companys representatives have not processed the disputes properly, and I have been subjected to a cycle of unhelpful transfers and empty promises.

Company response to consumer: Closed with explanation