Consumer complaint received 2025-07-24 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 disputed 2 transactions ( Disputed amounts : {$430.00} and {$230.00} ) by XXXX, both from XX/XX/XXXX and I have reported each dispute with Goldman Sachs XXXX  times and I have yet received any detailed explanation as to why their outcome is that merchant charges will remain on my account. Even after proving ALL the information and documentation they requested. The frustration XXXX  and stress only increases.

XXXX I purchased two flight tickets with XXXX XXXX for me and my mom from XXXX to XXXX, confirmation XXXX and confirmation XXXX Both flights departed from XXXX XXXX XXXX XXXX on XX/XX/XXXXXXXX XXXX XXXX XXXX  On XX/XX/XXXX, I arrived at the airport at XXXXXXXX XXXX  ( see XXXX  receipt ). We tried to drop off our bags, but a XXXX employee said you did this? and pointed a XXXX code. I was aware that a form would be presented at customs and immigration in XXXX upon arrival, but not prior departing XXXX. I asked what it was and she said I needed to have it filled out before dropping off my bags. After scanning the XXXX XXXX and the site opened ( XXXX  ), I simultaneously filled the form for my mother and I on both of our phones. This was very frustrating and stressful as there was barely any service and we kept getting errors on the form meanwhile other passengers were telling me this was not needed now as it was an immigration document from XXXX ( again we were in the U.S. ) while at the same time that same XXXX representative was allowing others to drop off their bags without showing any documentation regarding this particular form/document. I attempted to tell the employee this form was not needed prior My bad drop off as I knew the cut off time for bag drop off was approaching. After numerous attempts, completing this form with a bad service, glitchy website, multiple phones, and waiting for confirmation emails at XXXX, I showed the XXXX XXXX employee to only get attitude from her saying we were late and past the cut off time. The entire time we were both in the same location, letting people get in front of us and the same employee was there observing us struggling with this form. The employee said her scanner will not let us drop off the bags and I insisted she call a manager. All the manager said was we were already within an hour of the departing time. I told the employee and the manager we were there way earlier. I kept insisting because I know this was not my fault. To make things worse the XXXX manager told us, you should have arrived earlier, while the XXXX employee knew we had arrived on time and did not do anything to explain the situation to her manager. I have never been so upset and frustrated in my life. 
I went to customer service and waited for over one hour in line, while on the phone with XXXX on hold too, AND I was also chatting with a XXXX representative. When I got to talk to a person on the phone, I was adviced getting on the next flight, but it was not an option for me as I had a XXXX scheduled and needed to be in XXXX the next day during business hours XXXX XXXX The call of XXXX XXXX XXXX XXXX min ended without a resolution, I have screenshots of the chat where I was told I would get a refund of the outbound flights, and when I got to talk to the XXXX rep in person I was told again I would get a refund for outbound flights and she would annotate my account. The person on the chat was getting ready to request a refund, but since the employee at the customer service counter was also adding her notes about the refund. I told the person on the chat to not make any changes as the airport employee said that if shes not saving her changes, then the online person saves their changes, it will override the airport notes and not save resulting in again more stress. See screenshots. 

Once the airport person confirmed she requested the refunds, I ended the chat and purchased two flights with XXXX XXXX. See evidence of tickets purchased at XXXX on XX/XX/XXXX still prior the departing time of my original flights with XXXX XXXX 

There was something going on with other XXXX flights that day which were getting canceled and many people were stressed so as soon as I got a solution I left the custom service area without getting anything in writing or email confirmation. I was worried about booking a new set of flights with a different airline that would allow me to arrive to XXXXXXXX XXXX XXXX 


In XXXX, I requested a status of my refund, see screenshot, I then realized XXXX had no notes about it. I again became super upset, frustrated and disappointed. I canceled my return flight ( inbound ) and request a credit which is why XXXX XXXX XXXX  showed {$540.00}. Again this credit is for the inbound flights that I canceled in advance since I did not want to deal with XXXX anymore upon my return to XXXX. This credit was refunded in XXXXXXXX XXXX XXXX because I purchased insurance and cancelled l my and my moms return/inbound flight on XX/XX/XXXX because I did not want to deal with this confirmation number and potentially have more issues, which resulted in me paying a lot more money to get back to XXXX by purchasing another set of flights, also hours wasted explaining this over and over again.. 

I want to make that clear because the credit I once had in my XXXXXXXX XXXX  with XXXX was mistakenly seen as a refund of my outbound flights from XXXX to XXXX. I was told via email that I had received a refund for the issue in question- refund for my outbound flights. This shows incompetence again by XXXX employees, first by requiring me to show something that was not needed prior, dropping off my bag and then by alleging to me of already getting a refund which was for something else. To make matters worse, I was NEVER able to use that XXXX XXXX  credit because I had these disputes pending so XXXX placed it on hold, yet that credit was not related to this dispute ( outbound flights ). It was a credit for a separate set of flights, the incoming flights. 

As a result, the issue was initially my outbound flights which were never refunded and now the issue includes my inbound flights that were initially refunded, but I was never allowed to use the credit and the credit has already expired. 

The response XXXX is giving is that I did not cancel my outbound flight prior departure, which is irrelevant to the issue. I have provided enough evidence that I was not at fault, XXXX representatives failed to do their job multiple times ( refund requests, failure to annotate my account, calling me for not boarding my flight, not doing a thorough research ). Airport recordings with time stamps will show that all my statements are true. I requested XXXX and Goldman Sachs to conduct an investigation into this matter and to review cameras. 

To add to the frustration, when I arrived to XXXX, I was never asked to provide the completed forms. I also asked a customs and iXXXX XXXX in XXXX if this form had to be completed in XXXX which he said no, it would be needed if asked to show it in XXXX so could have been completed on the plane, at landing etc. 

The CFPB found that Apple failed to send tens of thousands of consumer disputes of Apple Card transactions to Goldman Sachs, and when Apple did send disputes to Goldman Sachs, the bank did not follow numerous federal requirements for investigating the disputes. I strongly believe they are still not investigating disputes. I was told I would get documentation in the mail supporting their decision and waited months but I never received anything. I received emails stating they trying reaching out to me regarding my dispute and I contacted them stating this was not true as I had no record of that, just to be ignored by the representative, be transferred to different departments, and not get any information, no one seems to know the process of disputes. Every time I complaint to Goldman Sachs, they keep on reopening my case, because there is no appeal process. Goldman Sachs has been reopening by disputes ( at least 5 times ) since XX/XX/XXXX. 


I attest that all the statements I have made via email, chat, in person, and in writing this timeline regarding this matter are true and accurate to the best of my knowledge.

Company response to consumer: Closed with explanation