Consumer complaint received 2025-06-05 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: NY

Complaint narrative:
I filed a dispute against Apple Inc for an installment plan of the amount {$890.00} for an Apple XXXX XXXX that XXXX has been unable to repair repeatedly. I filed a dispute with Apple Card by Goldman Sachs XXXX Dispute ID XXXX ) on XX/XX/XXXX and it was immediately closed on the same day because their system detected that there was a refund for {$890.00} by XXXX already XXXX 

However, upon closer inspection of the credit card statement, the {$890.00} refund was for a separate cancelled transaction. According to the statement, the {$890.00} refund is for transaction # XXXX, in reference to the cancelled order from XX/XX/XXXX transaction # XXXX. 

The dispute that I tried to initiate was in reference to {$890.00} transaction # XXXX from XX/XX/XXXX. They are XXXX completely separate transactions as you can see by the transaction number. A Goldman Sachs chat agent then escalated this complaint as a " statement inquiry '' on XX/XX/XXXX. 

On XX/XX/XXXX, a senior manager called me at XXXXXXXX XXXX to tell me that there is nothing that they can do. I spoke with this female manager for over 30 minutes only for her to tell me that it is Goldman Sach 's policy with Apple installment transactions to not file any disputes. Instead, the manager said that their policy indicated that I needed to contact Apple again to have the matter resolved. I responded to the manager, stating that the whole point of me using a credit card is that it offers protections for the customer, including filing a dispute against a merchant. I also expressed that I could not understand how it was legal for Apple Card and Goldman Sachs to deny me a dispute and then tell me to go back to the very merchant that I am looking to dispute against. 

In addition, I also shared with the manager that the agent on chat service already filed a dispute that she said she couldn't file for the installment plan to which she did not know how to reply. Finally, the manager said that this is just their policy, and even if she did file another dispute, it would just cause more trouble as the system will just continue to detect the {$890.00} refund from the other transaction as being applied to the different transaction I was disputing. She ultimately told me that it is not their problem and that this is just how it works at Goldman Sachs and that she would be closing my case as soon as I hung up. 

This is absolutely unacceptable behavior on the part of Goldman Sachs which operates the Apple Credit Card. In what world is it company policy for a credit card company in the United States to deny processing a dispute for either a technical error by their system or just refusal to process disputes for Apple purchases that involve installment plans. It seems unjustified and illegal, not to mention a huge conflict of interest since the credit card in question is specifically Apple 's own credit card as well. Furthermore, it is unimaginable for a credit card in the United States to deny you a dispute with a merchant and then say that it is company policy to throw you back to the very merchant you are filing a dispute against to resolve your issue. The whole point of filing a dispute is precisely because that merchant was unable or unwilling to resolve your issue. The CFPB has already ordered Apple and Goldman Sachs to pay over {$89.00} million for Apple Card failures in XXXX. This includes the fact that the bank did not follow numerous federal requirements for investigating the disputes. This is just another case to add onto that as obviously Goldman Sachs and Apple are still in cahoots and refuse to follow the law despite their fines.

Company response to consumer: Closed with explanation