Consumer complaint received 2024-09-10 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 am writing to file a formal complaint against Goldman Sachs, issuer of my Apple Card, regarding the handling of my claim for unauthorized charges. On XX/XX/year>, I discovered {$860.00} in unauthorized charges on my Apple Card account. These transactions occurred in XXXX, XXXX, which is far from my home address. 

On the same day, XX/XX/year>, my cellphone and wallet were stolen. I reported the theft to Apple, who transitioned my virtual Apple Card to a new device ( an XXXX XXXX ), replacing my stolen XXXX XXXX XXXX. This transition should be reflected in Apples records. 

Despite this, Goldman Sachs denied my claim on XX/XX/year>, asserting that I authorized the charges, which is incorrect. The transactions in question do not align with my typical spending patterns. For instance, substantial charges were made at convenience stores, which is highly inconsistent with my usual spending behavior. 

Here are the specific disputed transactions : Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX Disputed Amount : {$1.00} Amount to be Rebilled : {$1.00} Dispute Case Number : XXXX Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX XXXX XXXX XXXX : {$6.00} Amount to be Rebilled : {$6.00} Dispute Case Number : XXXX Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX XXXX Disputed XXXX XXXX {$40.00} Amount to be Rebilled : {$40.00} Dispute Case Number : XXXX Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX Disputed Amount : {$42.00} Amount to be Rebilled : {$42.00} Dispute Case Number : XXXX Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX XXXX Disputed Amount : {$49.00} Amount to be Rebilled : {$49.00} Dispute Case Number : XXXX Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX XXXX Disputed Amount : {$49.00} Amount to be Rebilled : {$49.00} Dispute Case Number : XXXX Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX Disputed Amount : {$150.00} Amount to be Rebilled : {$150.00} Dispute Case Number : XXXX Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX XXXX Disputed Amount : {$170.00} Amount to be Rebilled : {$170.00} XXXX Case Number : XXXX Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX XXXX Disputed Amount : {$190.00} Amount to be Rebilled : {$190.00} Dispute Case XXXX XXXX XXXX Transaction Date : XX/XX/year> Merchant Name : XXXX XXXX Disputed Amount : {$140.00} Amount to be Rebilled : {$140.00} Dispute Case Number : XXXX XXXX Information : Detailed Transaction Records : Attached is a list of the disputed transactions with amounts, dates, and merchant names, as well as a comparison with my usual spending patterns. 

Evidence of Reporting : I have included confirmation from Apple regarding the report of the stolen phone and the transition to a new device. Documentation from my phone carrier confirming the deactivation of my number is also attached. 

Communication with Goldman Sachs : I have attached written communication from Goldman Sachs detailing the denial of my claim and prior correspondence regarding the unauthorized charges.

Context of Authorized Transactions : Documentation of my vacation in XXXX and historical spending records are included to explain the context of any legitimate transactions in the area. 

Proof of Identity Theft : A copy of the police report filed for the theft, as well as evidence of additional measures taken to protect my identity, are provided. 

Supporting Regulations and Policies : I am citing relevant consumer protection regulations, including XXXX XXXX. XXXX ( a ) and Regulation Z, which protect consumers from liability for unauthorized transactions if reported promptly. 

Given these details and the evidence provided, I respectfully request that the CFPB assist in ensuring Goldman Sachs ( Apple Card ) adheres to consumer protection laws and reinstates the provisional credit for the unauthorized charges.

Company response to consumer: Closed with monetary relief