Consumer complaint received 2025-11-17 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: GA

Complaint narrative:
I am filing a complaint regarding Goldman Sachs mishandling of my credit card dispute for a defective dental aligner treatment purchased from XXXX. I followed all required steps under the Fair Credit Billing Act ( FCBA ), submitted extensive documentation showing clear product defects and functional dental harm, and provided multiple forms of proof showing that XXXX failed to deliver the service I paid for. Despite this, Goldman Sachs denied my dispute without properly reviewing my evidence. 

The service I purchased was defective and caused measurable harm. Early in the treatment, I received aligners so poorly fabricated that they could not physically be placed on my teeth. I immediately notified XXXX through their chat system, and I have documented proof of these reports. No replacement trays were provided, and I was instructed to continue the treatment. A second tray also did not fit. These were not tight trays. They were incorrectly manufactured and did not match the anatomy of my teeth. 

The final tray in the set, which I included in my dispute evidence, is visibly warped, uneven, and asymmetrical. It does not match the midline of my mouth or the natural curve of my teeth. Wearing the defective trays has left me unable to bite down fully. My upper canine now protrudes outward, my teeth can not close evenly, and I can not chew my food properly. None of these issues existed before treatment. This is a failure of service and a violation of the implied warranties of merchantability and fitness for purpose. 

XXXX later offered me a partial refund and a completely new treatment redo, which effectively acknowledges that the original treatment was defective. A properly delivered orthodontic service does not require the customer to start treatment over. Their offer reinforces what my evidence clearly shows : the product was flawed and caused dental harm. I declined the redo because I would never allow this company to work on my teeth again. 

Despite all of this, Goldman Sachs accepted the merchants statements at face value, even though those statements were inaccurate and contradicted by the evidence I provided. The merchant falsely blamed noncompliance, but I submitted documentation proving the trays were physically impossible to wear. Goldman Sachs did not address the photographic evidence, the chat logs, or my detailed written statement. I requested a reinvestigation and submitted additional documentation, but I am concerned the review is still not being handled properly. 

Under the Fair Credit Billing Act, I am entitled to a fair and complete dispute investigation. I do not believe that has occurred. 

I am requesting CFPB assistance to : 1. Ensure Goldman Sachs conducts a full and fair reinvestigation of my dispute.

2. Ensure the newly submitted evidence is thoroughly reviewed.

3. Ensure Goldman Sachs complies with all obligations under the Fair Credit Billing Act.

I am providing the following evidence : Photographs of the defective final tray showing visible warping and misalignment Screenshots of chat logs demonstrating I reported trays that did not fit Written statements outlining the functional dental harm I experienced Documentation showing I can not bite down or chew properly due to the defective treatment The merchants own offer of a partial refund and redo, which indicates acknowledgment of treatment failure Goldman Sachs denial did not uphold my protections under the Fair Credit Billing Act. I am requesting CFPB assistance to ensure compliance, accuracy, and a fair outcome. 

Company : Goldman Sachs Bank USA ( issuer of Apple Card )

Company response to consumer: Closed with explanation