Consumer complaint received 2026-03-06 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:
I am an Apple Card customer whose account was underwritten and serviced by Goldman Sachs Bank USA. Over a twomonth period in XXXX, my card was used for a clear pattern of fraudulent, outofstate purchasesprimarily XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX in states where I do not live, work, or travel ( examples include California, Washington, North Carolina, Oklahoma, Illinois, Texas, Colorado, and Michigan ). These transactions were completely inconsistent with my normal usage and location in XXXX, Florida. I did not make, authorize, or benefit from these purchases in any way. I attempted to resolve this through XXXXoldman/Apple Card 's channels three separate times. In the first dispute ( XX/XX/year> ) I promptly reported the fraudulent charges as soon as I discovered them and was told the charges would be investigated. In the second dispute ( XX/XX/year> ), after additional fraudulent transactions appeared, I again contacted Apple Card support, provided details, and was given a dispute case number. In both of these early disputes, Goldman/Apple temporarily credited and then rehandled the same set of transactions, but never provided a clear, final written explanation or any of the underlying merchant documentation I requested. Because of the ongoing mishandling, I submitted a third, formal written dispute in XX/XX/year> addressed to Goldman Sachs ' Executive Customer Relations and Billing Error/Dispute department. In that letter I cited my rights under the Fair Credit Billing Act and Regulation Z, and I formally demanded : ( 1 ) a goodfaith investigation of the clearly unauthorized, outofstate, out of pattern charges ; ( 2 ) a written explanation of any denials ; and ( 3 ) copies of all merchant records, IP/device data, shipping addresses, and internal investigation notes used to make their determinations. I also pointed out that multiple fraudulent charges had been attempted even after the card was closed, underscoring that this was true card fraud, not a customer billing disagreement. In response to this third dispute, Goldman/Apple placed the entire card account balance under dispute reviewnot just the fraudulent charges I identified, but also legitimate transactions I had already made and paid. Over the course of what has now become an eightmonth process, they issued individual transaction credits totaling approximately {$1800.00}, representing the full account balance at that time. Because they lumped fraudulent and legitimate charges together in the dispute rather than separating them, and because I made payments during this prolonged period, the accounting has become so convoluted that it is unclear whether the {$1800.00} in credits even accurately reflects what I actually owe or whether legitimate charges have been improperly disputed. To this day, I have never received the investigative records or merchant documentation I specifically requested, nor a proper written explanation that complies with the Fair Credit Billing Act and Regulation Z. Goldman Sachs has failed to clearly delineate which transactions were fraudulent, which were legitimate, and what my actual liability is. My concern is that Goldman Sachs Bank USA has shown a pattern of : ( 1 ) failing to properly and timely investigate clearly fraudulent, geographically impossible charges ; ( 2 ) failing to provide the required written explanations and documentation for their dispute decisions ; ( 3 ) improperly commingling fraudulent and legitimate transactions in a single blanket " dispute '' process rather than conducting a transactionbytransaction investigation ; and ( 4 ) creating an accounting mess that has dragged on for XXXX months with ongoing payments and credits that make it impossible to verify the accuracy of my balance or liability. This behavior aligns with the same types of Apple Card disputehandling failures the CFPB has already found in its enforcement actions against Goldman Sachs and Apple. I am requesting that the CFPB review Goldman Sachs Bank USA 's handling of my three Apple Card disputes, require the bank to provide : ( 1 ) full documentation of their fraud investigation ; ( 2 ) a clear, itemized accounting that separates fraudulent from legitimate charges ; ( 3 ) written confirmation of my actual liability ( which should be zero for all fraudulent transactions under Mastercard Zero Liability and FCBA ) ; and ( 4 ) assurance that the bank 's dispute and billingerror practices are brought into full compliance with federal law.

Company response to consumer: Closed with monetary relief