Consumer complaint received 2024-10-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: GOLDMAN SACHS BANK USA
State: AL

Complaint narrative:
I booked an hotel room online for one room, at the XXXX XXXX, in XXXX, XXXX for 2 nights, totaling {$240.00}.

I had my daughter call the hotel earlier that afternoon ( on the day we were to check in on ) and she spoke with a gentleman who had an accent.

She explained to him our situation and asked him if we were to arrive after midnight, would our room still be reserved and would we be able to check in upon arrival still? He stated yes that we would. He also stated that he was " typing it into the notes under our confirmation # and that way there would be no issues. '' Upon arrival ( XXXX ), I walked up to the front desk to approach the XXXX lady ( XXXX ), when a man walked up after me yet right in front of me while I'm standing to be assisted next. Even though she watched this take place, she assisted the XXXX gentleman regardless. She was being incredibly nice to him. However, once I walked up to the desk, again, not only did she make me wait for an extended period of time but she was aggressive and very rude to me.

When I tried to explain to her that my daughter called the hotel earlier that same day and spoke with a gentleman who had a thick accent, and that he stated that he included what we spoke about and us checking in late in notes under our confirmation number, she stated : " sorry, but we've already booked out your room since you didn't show up or call before midnight. '' There was no reasoning as to why she did this except that it's because I was a XXXX  female that she had issues with. XXXX ( who stated that she was a manager at that hotel ) continued to be aggressive and rude.

When I stated that it makes no sense why she's acting the way that she is and stating our room was booked, when we called many hours ( that afternoon ) before arrival, and when I had booked that room for a total of 2 nights, she stated : " you need to leave the premises as you have no room here. '' She stated that I would be refunded when she " had a chance to issue a refund. '' I ended up leaving but not until I requested a manager above her in which she stated " I am the manager and there is no one above me. '' I left the hotel livid.

My daughter and I had to scramble to find another hotel that was close enough to where we would be going later that day but also not booked up and a room that we could reserve a room for the 2 nights needed. Thankfully, we found one, even though it was now 15 minutes away. By the time we got our room reserved, we received only 3 hours of sleep in total, before we had to get up to go to the appointment set up for that same day.

When I arrived back at my home and I didn't see a refund issued by the XXXX XXXX, I decided to reach out to my credit card company ( Goldman Sachs ), issued as an Apple credit card I decided to go ahead and dispute the charge, since I never received what I paid for ( 2 nights for 1 room ). They gave me a provisional credit while it was being investigated and until it was resolved. 

The very first dispute was in XX/XX/year> ( I believe that's the date it started on ).

Since then, my credit card company has reversed the provisional credit so many times ( at least 8 times ), and since then I have been disputing this charge for over a year now. Goldman Sachs 's refuses to issue me a permanent refund for the total amount ( {$240.00} ) that I spent on a product/service ( hotel room ) that I never received ( or for that matter refund me for any amount ). I have submitted sufficient documentation showing the amount of {$240.00}, with which I should have received back.

They continue to state that they never received documentation from me, even though I continued to send it each an and every time.

So, I decided to call the credit card company and I spoke with a representative who transferred me to a manager ( supposedly ). This person I was transferred to was very kind to me.

He stated that I could send the documentation to him ( while he stayed on the phone with me ), to make certain that my document arrived to the company and he stated that he would attach it to the dispute requested ( once again ).

Even though he did this for me and stated he received the documentation, I continued to receive emails from Goldman Sach 's stating that I need to submit documentation. So, once again I submitted the documentation.

After I sent what was asked for, I would then receive a email stating that the company was reversing my provisional credit, due to lack of documentation needed.

So, I called back once again and went through all of it over and over, time and again. This has went on for over a year now.

I'm fed up and frustrated and this is why I have decided to reach out to consumer finance, all in hopes of finally getting this resolved.

I will attach the same documentation to this form that I was sending to Goldman Sach 's each and every time. If there is additional documentation needed, please don't hesitate to reach out and let me know.

Thank you.

Company response to consumer: Closed with monetary relief