Consumer complaint received 2024-09-28 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: OH

Complaint narrative:
Overview of issue: XXXX XXXX XXXX sold me a membership program using sales documents on-site that are misrepresent the benefits after you sign up. I have been trying to get copies of these documents by calling XXXX support. I have also called and requested sales docs from the XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX They are very secretive about everything and even told me a document I signed onsite is not something they can supply me which is not legal. Most of the calls below happens during the week of XXXX XXXX  as I tried to find out how to take advantage of the benefits I signed up for on XXXX XXXX. With multiple calls to XXXX XXXX XXXX XXXX XXXX I have been told what I was promised is literally not possible and not a reality. See the XXXX conversation specifically. I requested refunds but to no success. New informationXXXX XXXX XXXX XXXX  to avoid confusion and scams

XXXX XXXX XXXX XXXX with hundreds of reviews stating scams and fraud - XXXX XXXX XXXX post stating exact same issues, this brings this beyond a one-time issue and points to the core purpose of this organization. XXXX provides alcohol and then states they are partners with XXXX XXXX (which is false by all the calls I made that no one knows about this program. 

XXXX

Multiple more post and images but Ive attached a few. It doesnt take much to see how XXXX positions themselves as scam artist and selling fraudulent services that are not redeemable. Ive supplied more information below: XXXX XXXX  - horrible reviews and showing the nature of this company. 

XXXX

If Apple or Goldman Sachs do not find this intentional fraud with the use of offering alcohol, shark tactic sales where they tell and show you one thing and cannot deliver, then Im not sure I care to be associated with Apple/Goldman Sachs. Part of the reason you exist is to help protect the consumer, not foster and protect the fraudulent companies that scam people. This is so clearly an ongoing issue with this company that Im surprised it has taken me multiple times to ask to get this reconsidered. I have had a few other disputes in the last decade or more and had 80% less evidence and documentation that I have now with you declining. Im thinking twice about continued use of this card knowing there is zero customer protection or help if you need something.  The dispute process for Apple Goldman Sachs is way more complicated than necessary and very opaque from my side. Ive  supplied more evidence than needed to show you the true intentions of this company. 

Ive requested for a conversation about this multiple times from Goldman and been ignored or just passed onto someone else who says they can help, but it is not the case. Beyond providing email evidence with this company literally saying, Hahaha! We scammed you! Then I dont know what would satisfy your dispute agents. This is actually fascinating from the standpoint that you have people who have read this and think hmm seems fine. Also, I have requested specifics detailing and why this was rejected. I do not want a generic answer as I continue to get from Goldman.  Ive wasted a year of my life fighting with Goldman Sachs and spent hours on this case. 

I have an entire email chain with XXXX XXXX XXXX trying to get a refund.   


Beginning of Calls: XXXX XXXX XXXX told me to call XXXX and some exchange weeks program exist where you take points and exchange them for weeks. I was then told there isnt an exchange and you pay by XXXX XXXX also said there is not XXXX/week rate and its points based per hotel. This is what the fraudulent advertising stated at the resort. Had I known they were scammers I would have take photos of the documents they show you onsite. 

Spent four hours trying to determine how to get any XXXX XXXX XXXX XXXX XXXX for stay $XXXX/week (which is the sales documents and laminated material they show onsite and tell you multiple times you can get this rate anywhere in the world)

Two XXXX members told me no flat rates exist - no flat rate but trading power points. It works; I deposit XXXX to be told how many points its converted to in order to determine what I need per stay. I told them I am not giving them anymore money to tell me how many fictitious points I need to reserve a hotel. 
XXXX gets me XXXX  points apparently but Im sure that would change given this company culture of fraud and deception. 

Told by another employee ant  XXXX XXXX XXXX XXXXweek does not exist and she doesnt know what the sales people told me vs what is real. They are all liars and deceptive employees who are either not in the know or dont care. 

XXXX XXXX XXXX (company that owns XXXX XXXX XXXX was told by two team employee of XXXX they dont know about this program rates or how to book it. They do not see this as an option, and it is NOT possible to use with their hotelsXXXX XXXX XXXX Told me to call XXXX XXXXo talk about exchange weeks and stated I have XXXX on my account. XXXX stated they cannot use these points. XXXX makes up power points and exchange weeks and everything to confuse people and then their vendor and partner companies cant use the services you bought or, in my case as you read below, I was told by XXXX to run away fast. Cancel my membership. XXXX  cannot book XXXX XXXX XXXX cannot use trading power at XXXX XXXX XXXX XXXX  They cannot use points to book those hotels, period. XXXX employee said XXXX XXXX XXXX is not upfront about their package, and they are bait and switch sales tactics to lie to people about benefits they know they cant deliver upon. This was the most eye opening conversation and XXXX XXXX XXXX partner company XXXX is telling me XXXX XXXX XXXX is a very dishonest company. Get a week of search weeks from XXXX to hold points for rooms. Shark tactics all around and XXXX  employee told me to get out and cancel because you will only see more of this with every interaction. He hears this multiple times per day/week from new XXXX  members and gets to warn them. This is a partner company oXXXX XXXX XXXX employees are telling XXXX  members to cancel because of how deceptive and fraudulent they are as a company. 

*Search week* is needed but he said they will continue to pull this stuff. He has witnessed it every week that XXXX will tell you one thing and show you less on the other side or state it never happened and they dont know what you are talking about. 

He said to cancel but to tell them to give me a refund because you have not used any benefits.

Name XXXX XXXX XXXX XXXX Get out. Honest truth, get out of it. Multiple of the points above are qoutes from this employee at XXXX XXXX XXXX XXXX  rep escalating me had nothing to say when I rattled off this is two separate offers and they are deceptive and demand a refund. The sales pitch doesnt match the back end membership. He was silent and had to give me to someone elsXXXX XXXX XXXX 

Signed up on XXXX XXXX What we were sold does not match whats actual available. 

Told them on XXXX to escalate the membership to cancel and refund. I was told someone would reach out on 48-72 business hours. 

This never happened I continually had to call them for an entire week or more to get in touch. 

XXXX XXXX XXXX  Asked for purchase order agreement 
Israel is his name working on sending. This took multiple request and was told multiple times I cannot have copies of documents I signed onsite, which I had to inform them was illegal because I am a part of the document, being a party to it. They are still trying to actively keep clients from having access to documentation. (Also seen in my email chain where I had to ask multiple times to get a full document!!! Who sends part of a legal document unless you are trying to hide something, which they were with my signature being altered). The signatures have been altered. I have never signed a document that way. Check my bank, check my taxes and everything else I sign. They are wildly different. 

XXXX contract does not state that all the bonuses and benefits/perks as XXXX points and free nights do not get paid out XXXX XXXX XXXX signing but they are a times release over four years. This is never told to you or stated but stated during an onboarding call they scheduled that conveniently happens two weeks later to avoid you wanting to cancel in their 5 day grace period. I wish I had known this company was a scam company within the five days. I was having my wedding at the resort and not thinking much about it and you feel they are owned  by XXXX that would make them reputable. That is exactly what they wanted. I have yet to hear back from XXXX as I have called and emailed them about the matter. I attempted to redeem benefits that were not perks or bonuses but what they told me during the sales process. I tried for 3-4 days and finally on day 5 told them to cancel because after finding out the information above it is clear XXXX  salespeople are misleading and falsely representing the membership. This was weeks after I returned and after my welcome call where you see the yarn unfolding on this service. 

Email Communication with XXXX:
I have been informed by the XXXX XXXX XXXX contact I have been working with trying to cancel this membership with because they misrepresented XXXX during the sales process, also offered alcohol and supplied multiple drinks plus offered lunch but never provided. I have asked three times now for them to address why the one contract identifying me as a party is not written in my handwriting and appears altered but they never address the question and keep side stepping. I am curious if they supplied this document to Goldman. I have included it on my end. This is document labeled Onsite Document XXXX

I have duplicated this document mentioned above and circled the area in red in question. Why is the line under my name erased and appears my name has been altered? They originally told me they could not supply me this document, and I told them that is illegal because Im a party on the document and entitled to a copy. 

This company has been doing this unchecked for years and many reports online of the same behavior of telling potential members they can get all these benefits, but they then try to access them and told its not available. 

At the end of the dayXXXX XXXX  cannot deliver their service and know this 100%. They prey on people and use illegal tactics to get them to sign up. Its a scam company.

Company response to consumer: Closed with explanation