Consumer complaint received 2024-02-24 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: CO

Complaint narrative:
This complaint is about my Apple Card, a Mastercard issued by Goldman Sachs. I have been a cardholder in good standing for years. I pay on time and in full. I had a dormant account on a food delivery website called XXXX XXXX. In XX/XX/XXXX Someone hacked my account ( which I had not used in years and still had my XXXX California address linked to it ) and charged at least 6 ( other attempted charges ) large food delivery orders from a different restaurants within a 24 hour period to a bunch of different cities around the country ( XXXXXXXX XXXX XXXX XXXXXXXX XXXX, etc. ). I had not even been in any of the cities. I got into my XXXX XXXX account and saw that someone named XXXX XXXX had changed my address in XXXX XXXX to his name and address. My Apple Card was saved in XXXX XXXX so all of these fraudulent charges went onto my card. I immediately called XXXX XXXX to report the fraud, I took screenshots of everything, and deleted my account. I also immediately reported everything to Apple Card fraud assistance. I have screenshots of the emails I got from XXXX XXXX with all of the food orders. I provided all of this information to Apple Card in writing via the chat feature in the Card electronic wallet. I was assured they could see the fraudulent charges and the matter would be resolved. I have in writing from them during this exchange " you are never responsible for unauthorized charges. '' The charges were temporarily removed pending the investigation. So I thought everything was fine. 
The charges are : {$130.00} on XX/XX/XXXX {$110.00} on XX/XX/XXXX {$65.00} on XX/XX/XXXX {$88.00} on XX/XX/XXXX {$240.00} on XX/XX/XXXX Then on XX/XX/XXXX, without any communication at all from Apple Card, I see on my bill that the removed charges were reversed and put back on my card. I contacted customer service via the chat feature and they agreed to resubmit the dispute because there was no basis to deny it. I resubmitted my information and screen shots of everything. 
At some point in XXXX I saw once again that the disputed charges were put back on my card with no explanation given. This time I called and eventually spoke to a supervisor in the disputes department who agreed that there was no basis for the denial and was very surprised. She said all that was documented is that the merchant would not provide information of the fraud ( even though I reported it and they promised to open an investigation ). I said I was going to cancel my card and report this and I was told that the supervisor would resubmit the dispute with all of these notes and information so they could reverse the charges. I felt good after that call that this would finally get resolved. 
Then, on Thursday XX/XX/XXXX I received automatic notice emails ( 1 for each dispute ) saying that the charges were being put back on my account again. No attempts by the card to contact me to explain the situation or to get more information about the clear fraud. 
At this point I am DONE with this credit card. I am afraid to use it for anything because it is clear they do not protect card holders from fraud. They don't even try to investigate, apparently. This is outrageous. I have never had issues with any other credit card when there is clear fraud.

Company response to consumer: Closed with monetary relief