Consumer complaint received 2026-04-30 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: WA

Complaint narrative:
Summary of Complaint I am submitting this complaint regarding the handling of a single disputed Apple Card transaction in the amount of {$12000.00} by Goldman Sachs Bank USA XXXX Apple Card Issuer ). This dispute concerns, non-delivery of goods. The product ( a custom-build camper ) was never delivered, never installed, and never made available for pick up. Despite this, Goldman Sachs has repeatedly denied my dispute, reverse provisional credits, and failed to issue a written final determination that addresses the full body of evidence submitted. Transaction Details * Transaction Date : XX/XX/XXXX * Amount : {$12000.00} * Merchant : XXXX * Nature of Transaction : 50 % deposit for a custom built product Summary of Events * The transaction was for a custom build camper with an expected build timeline communicated for XX/XX/XXXX. * On XX/XX/XXXX, the merchant confirmed in writing : - A planned facility visit in XXXX - And anticipated XXXX bill timeline - Ongoing production coordination * Shortly thereafter identified irregularities, including : - Confusion regarding vehicle specifications, ( requesting XXXX details when my build was for a different vehicle ) - Missing or inconsistent project details despite a substantial deposit - Concerns that the bill was not progressing as represented * During this same period, the merchant suggested that I consider purchasing a different vehicle for the camper build one I did not own, had not agreed to use and had not seen a completed build of. * At no point was : - My specific build ever shown - A completed unit presented - A product made available for inspection or pick up * Due to these concerns, I formally requested cancellation and a refund. * The merchant acknowledged my cancellation and stated that they were not disputing my grounds for cancelling and did not intend to withhold the deposit. - Despite this, no refund was ever issued. Failure to Consider Submitted Evidence Goldman Sachs, most recent determination states that there is no evidence to substantiate the claim. This statement is inaccurate. Extensive documentation has been submitted multiple times, including * Email correspondence, confirming a XXXX bill timeline * Written acknowledgement from the merchant, confirming cancellation and refund eligibility * Documentation confirm confirming no product was ever delivered, installed, or made available for pick up * A final payment request implying completion, despite no product being provided * Evidence submitted via : - Email on XX/XX/XXXX - certified mail on XX/XX/XXXX ( delivery confirmed ) The issue is not lack of evidence. The issue was that submitted evidence has not been properly reviewed, retained, or associated with the active dispute case, despite repeated submissions. Misclassification of dispute Non-Delivery of Goods This matter is not a question of whether the transaction processed correctly. It is a non-delivery of goods dispute, where : * No merchandise was ever received * No product was ever complete completed * No item was ever made available for pick up * The merchant acknowledge cancellation and did not dispute refund eligibility As a consumer, I relied on my credit card to provide protection in the event that goods were not delivered. Continuing to hold me responsible for this charge, despite confirmed, non-delivery defeats the fundamental purpose of credit card dispute protections. Dispute Case Fragmentation and Repeated Reopening This single transaction has been repeatedly reopened and assigned new dispute case numbers instead of being handled as one continuous investigation. Earlier / Initial Disputes XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Mid-Process / Evidence Submission XXXX XXXX ( certified mail documentation submitted under this case ) Later / Reopened and Cycled Disputes XXXX XXXX XXXX XXXX XXXX XXXX ( evidence submitted via email XX/XX/XXXX and certified mail on XX/XX/XXXX ) Despite involving one transaction only, Goldman Sachs has : * Repeatedly created new case numbers * Required brief submissions of identical documentation * Failed to act on certified male documentation sent XX/XX/XXXX * Reversed provisional credits without issuing a complete written determination At no point has golden sacks issued a single, consolidated written decision, addressing all submitted evidence. Requested Resolution I am requesting that the CFPB require Goldman Sachs to : 1. Consolidate all dispute activity related to this transaction into one master 2. Confirm that all submitted evidence, including certified male documentation is permanently associated with that record. XXXX. Cease reopening or reassigning new case numbers for the same with transaction. XXXX. Issue a written final determination that fully addresses the evidence submitted. XXXX. Reverse the charge and permanently credit the disputed amount of {$12000.00} based on non-delivery of goods. Final Statement This dispute has been going on for over a year and has required a repeated submission of the same documentation across multiple case numbers. The continued cycling of this dispute, combined with the failure to acknowledge submitted evidence, has prevented resolution and placed unreasonable burden on me as the consumer. This is not a matter of missing information it is a matter of failure to properly review and process the information already provided. Thank you for your time and consideration. XXXX XXXX Complaint # XXXX

Company response to consumer: Closed with explanation