Consumer complaint received 2025-02-01 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: TX

Complaint narrative:
Hello CFPB Team, I am filing a formal complaint against Apple and Goldman Sachs regarding their mishandling of a refund for an XXXX XXXX XXXX XXXX purchase made using my Apple Card. Despite following all required steps and spending countless hours communicating with both companies over the past XXXX months, I have not received the refund I am owed. 

Below, I have provided a detailed timeline of events and attached supporting documents to show the extensive efforts Ive made to resolve this issue. 

XXXX XXXX : XXXX Im writing to clearly explain my situation, as Ive been struggling for almost 8 months without any resolution. Ive spent countless hours on calls with both Apple and Goldman Sachs regarding my XXXX purchase refund, but nothing has helped so far. 

Issue Details : I placed an order for an XXXX XXXX XXXX XXXX on XX/XX/year>, using my Apple Card. 
I chatted with Apple Support on XX/XX/year>, and due to the long delivery time, I canceled the order on XX/XX/year> via chat. I have the screenshot and email for confirmation. 
I was informed that Id get a refund once the phone was returned to the warehouse, but the process dragged on until XX/XX/year>. 
To avoid paying this amount in the monthly bill, which I never even received, I raised a dispute on XX/XX/year>, via my Apple Card. 
By XX/XX/year>, I still hadnt received the refund. 
What Happened Next : After a XXXX call with both Apple and Goldman Sachs XXXX XXXX was told XXXX had XXXX the refund as complete, assuming Goldman Sachs XXXX XXXX due to the dispute credit. 
However, as you know, a dispute credit is temporary, not a refund. 
Both Apple and Goldman Sachs advised me to drop the dispute so Apple could reinitiate the refund within 60 days. I did this, but as of XX/XX/year>, I was still waiting for my money. 
Now, when I call Apple, they claim the refund is complete and send me invoices every time I call, then tell me to contact my bank. When I call Goldman Sachs, they say they havent received any refund from Apple and advise me to contact the merchant again. Im stuck in the middle, getting no real help from either side. This back-and-forth has been exhausting, and Im still out of {$1300.00}, which is a significant amount for me. 

Further Updates : On XX/XX/year>, Apple admitted the refund hadnt been processed on their end and promised to reinstate it within XXXX business days. Ive attached the voice proof of this conversation. 
After waiting a week, I called again, and Apple said the refund was re-initiated on XX/XX/year> ( Ive attached the invoice Apple forwarded ). 
I waited for more than 4 business days and still didn't receive my refund. 
Ive waited patiently, followed all instructions, and even paid extra from my pocket to avoid missing payments on my statement and harming my credit score. I didnt want to harm any more and paid XXXXXXXX XXXX of my own money in XXXX bill. 

After waiting for more than 20 business days when they initially said I would receive the refund within 3-4 business days, I still didn't receive any refund. So, after losing trust in these companies, I decided to raise a dispute on XX/XX/XXXX, submitted all the proofs and information from my side, and waited patiently. 

But even after raising the dispute and waiting for almost 60 days, on XX/XX/XXXX, the decision was not in my favor without any reason mentioned in the resolution. Upon contacting the bank, they said they closed the dispute because I had previously closed it ( XX/XX/year> ) and they thought I would close again. Like how could they even say that reason for such a dispute, The initial reason I closed the dispute was that XXXX promised me a refund if I did so, and now they are using this as a reason to deny my claim. 

I didnt lose hope and opened my second dispute on XX/XX/XXXX and waited patiently again. On XX/XX/XXXX, I asked for an update, and they advised me to wait until the investigation was complete. However, the very next day, the dispute was closed again without any explanation, and they suggested I open the dispute once more which is my third dispute. 

Note : At the time of purchase ( XX/XX/XXXX ), my Apple Card ended in XXXX. Later, I requested a new virtual number through the Apple Wallet app. I hope this doesnt cause confusion, as refunds should be linked to the account, not the virtual card number. Apple claims they refunded the virtual number used for payment. 

Please verify the attached evidence and help me get my money back. Id appreciate your support in resolving this issue as soon as possible.

Company response to consumer: Closed with monetary relief