Consumer complaint received 2025-12-18 00:00:00
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
State: FL

Complaint narrative:
Hero, On XX/XX/XXXX, I went online to pay a {$25.00} bill I received in the mail from XXXX XXXX. Since I did owe this amount, I believed it to be a legitimate bill. However, after submitting the payment, I was directed to call a phone number due to a supposed system error. 

When I called the numberbelieving it to be XXXX customer serviceI was unknowingly connected to a group of hackers. They kept me on the phone for approximately 50 minutes, during which time they gained access to my phone. In that short period, they made several fraudulent transactions, including XXXX and XXXX gift card purchases and an attempt to initiate a wire transfer from my bank account. 

The scammers were sending the gift cards directly to my email address and were also accessing my email to claim and redeem the cards. Fortunately, I noticed fraud alerts from XXXX, and an alert from XXXX about gift card purchases, which made me realize something unusual was happening. I immediately went to my bank in person and was able to cancel the pending wire transfer ( scheduled for Monday, XX/XX/XXXX ) with the help of a bank employee. 

At that time, I also took the following actions : Called Apple to report the scam after noticing the XXXX charge and was issued a new Apple Card number. 
Contacted XXXX to report the fraudulent gift card purchases, received assistance from their fraud department, and was issued a new XXXX card. 
Updated my XXXX ID security settings and added additional protection measures. 

I have included the following documentation for your review : Correspondence with XXXX ( dated XX/XX/XXXX ) confirming they found no record of a {$500.00} gift card purchase. I never received this gift card, and they were unable to provide any transaction details. 
Screenshots showing the dates I sent these documents to your team. 
Bank wire transfer records showing the date the transfer was created and subsequently canceled. 
A letter from XXXX regarding the resolution of the fraudulent gift card transactions, including the purchase and refund dates. 

Given the clear evidence that these transactions resulted from a sophisticated scam and that I took immediate action to report and secure my accounts, I respectfully ask that you consider waiving the {$500.00} charge associated with the fraudulent XXXX gift card purchase. This has been an extremely frustrating and upsetting experience, and I hope this documentation helps demonstrate my good faith efforts to resolve the matter responsibly. 

Please let me know if you need any additional information or further documentation to proceed with your review. 

Thank you for your time and understanding. 
Good Afternoon, Attached are the current documents I was able to obtain with assistance from my bank and the other fraudulent documents in this case. 

On XX/XX/XXXX, I went online to pay a {$25.00} bill I received in the mail from XXXX XXXX. Since I did owe this amount, I believed it to be a legitimate bill. However, after submitting the payment, I was directed to call a phone number due to a supposed system error. 

When I called the numberbelieving it to be Quests customer serviceI was unknowingly connected to a group of hackers. They kept me on the phone for approximately XXXX minutes, during which time they gained access to my phone. In that short period, they made several fraudulent transactions, including XXXX and XXXX gift card purchases and an attempt to initiate a wire transfer from my bank account. 

The scammers were sending the gift cards directly to my email address and were also accessing my email to claim and redeem the cards. Fortunately, I noticed fraud alerts from XXXX, and an alert from XXXX about gift card purchases, which made me realize something unusual was happening. I immediately went to my bank in person and was able to cancel the pending wire transfer ( scheduled for Monday, XX/XX/XXXX ) with the help of a bank employee. 

At that time, I also took the following actions : Called Apple to report the scam after noticing the XXXX charge and was issued a new Apple Card number. 
Contacted XXXX to report the fraudulent gift card purchases, received assistance from their fraud department, and was issued a new XXXX card. 
Updated my XXXX ID security settings and added additional protection measures. 

I have included the following documentation for your review : Correspondence with XXXX ( dated XX/XX/XXXX ) confirming they found no record of a {$500.00} gift card purchase. I never received this gift card, and they were unable to provide any transaction details. 
Screenshots showing the dates I sent these documents to your team. 
Bank wire transfer records showing the date the transfer was created and subsequently canceled. 
A letter from XXXX regarding the resolution of the fraudulent gift card transactions, including the purchase and refund dates. 

Given the clear evidence that these transactions resulted from a sophisticated scam and that I took immediate action to report and secure my accounts, I respectfully ask that you consider waiving the {$500.00} charge associated with the fraudulent XXXX gift card purchase. This has been an extremely frustrating and upsetting experience, and I hope this documentation helps demonstrate my good faith efforts to resolve the matter responsibly. 

Please let me know if you need any additional information or further documentation to proceed with your review. 
I would like to send attachments of all the correspondence but I am unable to attach here, Thank you for your time and understanding.

Company response to consumer: Closed with monetary relief