Consumer complaint received 2025-08-05 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: CA

Complaint narrative:
To whom it may concern, I am filing this complaint due to a repeated, unresolved dispute with Apple Card XXXX Goldman Sachs Bank USA XXXX regarding a merchant charge for an incorrect item that I never agreed to keep or use. Despite submitting all requested documentation on multiple occasions, my claim has been repeatedly denied without justification, and the charge continues to be re-applied to my account. 

Timeline of Events : XX/XX/year> : I purchased a pair of XXXX XXXX XXXX XXXX Waterproof Trekking Shoes ( Womens, XXXX, XXXX  XXXX ) from an online merchant. 
XX/XX/year> : The order arrived, but the wrong size was sent. I contacted the merchant immediately, informing them of the error. 
XX/XX/year> : The merchant responded and asked me to return the shoes at my own expense, which would cost approximately {$50.00} in international return shipping, even though the mistake was theirs. 
I requested a pre-paid return label, as I was willing to return the incorrect item for a full refund. The merchant refused, despite previously resolving a similar error at no cost to me. 
XX/XX/year> to XXXX ( XX/XX/year> ) : I began filing disputes, first through XXXX, who could not resolve the issue and directed me to Apple Card. Since then, I have submitted numerous disputes directly with Apple Card, including photographic evidence, email correspondence with the merchant, and all supporting documentation. 

Despite this, every claim has been denied with the justification that I did not submit documents, which is false. I have uploaded and resubmitted my documents repeatedly. 

To make matters worse, the charge continues to be re-applied to my account after each denial, forcing me into an endless loop of refiling disputes and contacting customer service through both phone and text channels. I have never been connected with a representative who can provide real assistance or escalate the matter. 

Nature of the Problem : Merchant error : wrong item shipped Refusal to provide a pre-paid return label for their mistake Apple Card repeatedly denies legitimate disputes without review of documentation Charge is re-added each time without resolution No meaningful customer service or escalation process provided Emotional stress, wasted time, and financial damage due to lack of support Requested Resolution : 1. A full reversal of the charge for the merchandise I did not order and did not agree to keep.

2. An investigation into Apple Cards failure to properly process disputes and repeated denials without cause.

3. A review of Goldman Sachs dispute handling protocol as this has caused significant emotional and financial distress. 
4. An assurance that I will not be recharged for this disputed transaction again.

This process has dragged on for over five months, and I have done everything within reason to provide documentation and cooperate. I am requesting the CFPBs help in bringing this to resolution. Thank you for your time and consideration.

Company response to consumer: Closed with monetary relief