Consumer complaint received 2026-05-29 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: NC

Complaint narrative:
# CFPB Complaint Apple Card XXXX Goldman Sachs Bank USA * * Filed : * * XX/XX/XXXX | * * Merchant : * * XXXX | * * Amount : * * {$600.00} -- - # # Complainant Information - * * Name : * * XXXX XXXX - * * Email : * * XXXX - * * Phone : * * XXXX - * * State : * * North Carolina -- - # # Financial Institution & Transaction - * * Institution : * * Apple Card issued by Goldman Sachs Bank USA - * * Merchant : * * XXXX ( XXXX ) - * * Transaction Date : * * XX/XX/XXXX - * * Payment Method : * * Apple Pay ( Apple Card / Goldman Sachs Bank USA XXXX - * * XXXX Order # : XXXX XXXX XXXX XXXX XXXX XXXX Disputed Amount : * * {$600.00} -- - # # Nature of Complaint Goldman Sachs Bank USA, as issuer of my Apple Card, has repeatedly denied my FCBA billing dispute for {$600.00} despite conclusive evidence that StubHub failed to deliver the purchased tickets. Goldman Sachs has : ( 1 ) denied the dispute multiple times based on unverified and potentially altered merchant documentation ; ( 2 ) failed to provide me with the merchant 's evidence in a timely manner despite multiple explicit requests ; and ( 3 ) continued to side with the merchant in the face of written third-party confirmation from XXXX the delivery platform XXXX was contractually obligated to use that no ticket transfer ever occurred. -- - # # Statement of Facts # # # I. The purchase and non-delivery On XX/XX/XXXX, I purchased XXXX tickets from XXXX ( Order # XXXX ) for the XXXX XXXX at XXXX XXXX game at XXXX XXXX in XXXX, NC, at XXXX PM. The seats were XXXX XXXX, Row XXXX, Seats XXXX. The total charge of {$600.00} ( subtotal {$450.00}, fees {$120.00}, tax {$27.00} ) was processed via Apple Pay on my Apple Card issued by Goldman Sachs Bank USA. At XXXX AM on the day of the game, XXXX sent an email directing me to accept the tickets via XXXX Account Manager. When I attempted to do so, XXXX displayed an error : " Something's Not Right This offer may have been claimed or it may have expired or canceled by the sender. '' My XXXX account showed no upcoming events and no tickets of any kind. I spent the entire day from approximately XXXX XXXX through XXXX XXXX and beyond attempting to resolve this with XXXX via email, phone, and chat, sending XXXX emails and spending numerous hours on the phone. XXXX was unable to locate, reissue, or resolve the ticket transfer. I did not attend the game. I watched it from home and observed that someone else was seated in the seats I had paid for. # # # XXXX. XXXX 's written confirmation of non-delivery On XX/XX/XXXX, XXXX of the XXXX Service Resolution Team Tier XXXX confirmed in writing ( request # XXXX, case reference XXXX ) that no tickets were transferred into my Ticketmaster account at XXXX for the XXXXXXXX XXXX XXXX XXXX Hurricanes XXXX XXXX XX/XX/XXXX. This written statement from the platform XXXX was contractually obligated to use for ticket delivery constitutes conclusive, independent third-party evidence that the service paid for was never provided. # # # XXXX. Goldman Sachs dispute history and repeated denials I initiated a formal billing dispute with Goldman Sachs via Apple Card chat support. The dispute was opened, denied, and reopened multiple times across numerous chat sessions with agents including XXXX, XXXX, XXXX XXXX XXXX, XXXX, and XXXX. During these interactions, Goldman Sachs confirmed the following : - A provisional credit was issued but has not been made permanent. - The dispute was denied with the stated reason that " our records indicate that the merchandise has been delivered, or the service has been provided in accordance with the merchant 's terms and conditions. '' - Goldman Sachs agents confirmed receipt of my XXXX documentation contradicting XXXX 's claims. - I requested the merchant 's evidence on multiple occasions. I was told it could only be sent by postal mail and would take approximately 7 days. A Goldman Sachs agent ( XXXX ) confirmed on approximately XX/XX/XXXX that the requested evidence document had been sent on that date. - Upon reviewing the merchant 's evidence package ( XXXX pages ), I identified that on page XXXX of XXXX, XXXX 's documentation claimed the tickets were " claimed by XXXX XXXX. '' I categorically deny this. The documentation appeared to have the name field whited out and retyped over, raising serious concerns about the authenticity and integrity of the evidence XXXX submitted to Goldman Sachs to secure this denial. - Goldman Sachs never proactively provided this evidence I had to request it repeatedly across multiple chat sessions. Agents acknowledged on multiple occasions that the case " may not have been made '' adequately on my behalf. # # # IV. Goldman Sachs agents ' own statements acknowledging the concern XXXX Goldman Sachs specialists acknowledged the legitimacy of my concerns during Apple Card chat interactions : - Agent * * Flower * * ( XXXX ) stated : " If the documentation from the merchant shows the tickets were 'claimed ' by you at a time when you were actively trying to locate them, that absolutely deserves a closer look. '' - XXXX * * XXXX * * stated : " I do apologize as the case XXXX not have been made, however I will go ahead and make that case for you. '' - XXXX * * XXXX * * confirmed receipt of the XXXX documentation and reopened the dispute. - XXXX * * XXXX * * confirmed all information was being added to the case notes. Despite these acknowledgments, the dispute has continued to be resolved in the merchant 's favor. # # # XXXX XXXX 's breach and own refund policy XXXX 's own policy states that if a buyer does not receive their tickets, a refund would be issued. XXXX was unable to resolve the delivery failure on the day of the event, was unable to provide any details about the transfer they claim occurred, and I was left without the purchased tickets. The XXXX email exchanges on XX/XX/XXXX in which XXXX support was unable to locate, reissue, or explain what happened to the transfer are themselves evidence of XXXX XXXX failure to fulfill its contractual obligation. # # # VI. Legal basis Under the Fair Credit Billing Act ( FCBA ), 15 U.S.C. 1666, and Regulation Z ( 12 C.F.R. Part 1026.13 ), Goldman Sachs is required to : 1. Conduct a * * reasonable investigation * * of a billing dispute ; 2. * * Provide the cardholder with the basis * * for any adverse determination ; and 3. * * Refrain from ruling against the cardholder * * when the weight of evidence supports non-delivery. Goldman Sachs has failed to meet each of these standards. Its repeated reliance on potentially altered merchant documentation, failure to timely disclose that evidence, and disregard of independent third-party confirmation from XXXX constitute a failure to conduct a reasonable investigation as required by law. -- - # # Supporting Documentation XXXX. XXXX order confirmation Order # XXXX, {$600.00}, Section XXXX, Row XXXX, Seats XXXX ( XXXX XXXX, XXXX ) XXXX. XXXX " Your tickets are ready '' email directing acceptance via XXXX Account Manager ( XXXX XXXX, XXXX, XXXX AM ) XXXX. Screenshot of XXXX error : " Something's Not Right This offer may have been claimed or expired or canceled by the sender '' ( XXXX XXXX, XXXX ) XXXX. Screenshot of XXXX account showing " No upcoming events '' / no tickets ( XXXX XXXX, XXXX ) XXXX. Email chain with XXXX support agent XXXX XXXX messages, XXXX XXXX, XXXX, XXXX AM XXXX AM XXXX. Written confirmation from XXXX, XXXX XXXX XXXX XXXX XXXX ( request # XXXX, ref. XXXX ), XXXX. XXXX, XXXX, confirming no ticket transfer occurred XXXX. Apple Card XXXX Goldman Sachs chat transcripts multiple sessions with agents XXXX, XXXX, XXXX, XXXX, XXXX, XXXX documenting full dispute history, provisional credit, repeated denials, and agents ' own acknowledgments ( XXXX XXXX XX/XX/XXXX ) XXXX. XXXX merchant evidence package provided by Goldman Sachs ( XXXX pages ) specifically page XXXX of XXXX, which falsely claims tickets were " claimed by XXXX XXXX, '' with apparent alteration of the name field ( whited out and retyped ) -- - # # Relief Requested 1. Immediate permanent credit to my Apple Card account in the full amount of * * {$600.00} * * for services not rendered by XXXX. 2. Removal of any interest, fees, or penalties associated with the disputed charge. 3. A written explanation from Goldman Sachs of the basis for each prior denial, including identification of all evidence relied upon and how the XXXX written confirmation was weighed against XXXX 's submission. 4. CFPB investigation into whether Goldman Sachs conducted a reasonable investigation as required under the FCBA and Regulation Z, particularly given its apparent reliance on merchant documentation that appears to have been altered. 5. CFPB review of whether Goldman Sachs 's dispute handling practices including delayed and postal-only disclosure of merchant evidence, repeated denials despite contradicting independent third-party documentation, and failure to proactively share evidence constitute a pattern of FCBA non-compliance. -- - # # Certification I certify that all information in this complaint is true and accurate to the best of my knowledge, and that all referenced documentation is authentic and available for submission. I am submitting this complaint after multiple good-faith attempts to resolve this matter directly with Goldman Sachs Bank USA have been unsuccessful. * * XXXX XXXX * * XX/XX/XXXX 2026

Company response to consumer: Closed with monetary relief