Consumer complaint received 2025-08-09 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: CA

Complaint narrative:
Complaint Narrative : I am filing this formal complaint with the Consumer Financial Protection Bureau ( CFPB ) regarding the systemic failures and potential legal violations in the handling of my Apple Card account by Goldman Sachs. The issues I have experienced involve a multi-year pattern of improperly handled disputes, billing errors, and unauthorized charges that have caused significant financial and credit harm. This situation directly reflects the systemic failures in dispute resolution that led to a CFPB this is not a duplicated sub claim It is the total of several billing errors from against Goldman Sachs.

1. Systemic Failures in Dispute Resolution and Investigation : My complaint is not a simple billing dispute ; it outlines a pattern of recurring and protracted problems. I filed numerous disputes through the Apple Card 's " Report an Issue '' feature between XXXX and XXXX. Despite my repeated attempts, these disputes were not properly investigated or forwarded to Goldman Sachs. 
Improper Dispute Reversals : My account history shows a pattern where a " Dispute Credit '' was granted, but was later followed by a " Dispute Reversal '' without clear justification. This practice placed an unfair burden on me and undermined the integrity of the dispute process. I have identified at least 15 dispute reversals that do not appear to have been subsequently refunded or credited back to my account. The total sum of these unreimbursed dispute reversals is {$4900.00}. ( i have the 54 montly statements that proof that situation ) subsequently refunded or credited back : Dispute Reversals Not Subsequently Refunded | Date of Reversal | Original Transaction Description | Amount | Notes XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX | Apple Online Store XXXX CA | {$240.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX | {$920.00} | The reversal re-added the charge ; the earlier return was for a slightly dierent amount. No subsequent credit for this exact amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX CA | {$230.00} | Credit was immediately reversed.

No subsequent credit for this amount identified after this reversal. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX AR XXXX | {$280.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX | {$990.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$15.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX | {$2.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$260.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX {$260.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX Online Store XXXX CA | {$240.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX | {$610.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX  | {$90.00} | No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX {$160.00} | Credit was reversed. No subsequent credit for this amount identified after this reversal. | | XX/XX/XXXX | XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX | {$310.00} | No subsequent credit for this amount identified after this reversal. 


Inadequate Customer Service : I have spent over 15 hours in support chats, phone only to be transferred between multiple agents and supervisors without resolution. In one instance, a supervisor named XXXX asked, " what disputes are you referring to? '' after I had already explained the issue multiple times, demonstrating a significant lack of internal communication and case management. This failure to provide a reasonable and effective channel for dispute resolution is a core issue.

2. Documented Billing Errors and Unauthorized Charges : My statements contain clear, documented billing errors that have gone unresolved.

Charges Despite this, I was charged monthly installments of {$53.00} for this item for approximately eight months, including XX/XX/XXXX and then again from XX/XX/XXXX through XX/XX/XXXX. Charging for a product that was cancelled is a severe violation of my consumer rights. 
Erroneous " Cash Back '' Reversal : The XXXX and XX/XX/XXXX statement includes a two charges of {$630.00} described as a " Cash Back Advance redemption ( REVERSAL ) ''. This appears to be an improper rebilling of a resolved dispute, as the Apple Card does not permit cash advances. This entry suggests a significant accounting error where a resolved dispute was improperly charged to my account again under a misleading description.

Failed Trade-In Credit : I have evidence of a promised {$240.00} trade-in refund that was documented as " Canceled '' and was never credited to my account. This represents a direct financial loss.

3. Potential Violations of Federal Law : The actions of Goldman Sachs in this case point to violations of several key federal consumer protection laws that the CFPB is mandated to enforce. 
Truth in Lending Act ( TILA ), Regulation Z : TILA requires lenders to investigate disputes and correct billing errors within a specific timeframe. The repeated failure to resolve my disputes over several years, charging for undelivered goods, and not honoring refunds are potential violations of TILA.

Fair Credit Reporting Act ( FCRA ) : This act requires that information furnished to credit reporting agencies be accurate. By reporting disputed debts as valid and delinquent, Goldman Sachs may have violated the FCRA. I allege that my FICO score dropped from XXXX to XXXX as a result of these actions. 
Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) : The collective failures in this case, such as misleadingly rebilling a {$630.00} charge as a " cash back reversal '' and creating an overly burdensome dispute process, could be considered unfair and deceptive practices that have caused substantial injury.

I am requesting that the CFPB conduct a thorough investigation into my account and the systemic issues I have faced. Goldman Sachs 's own response to the CFPB acknowledges a " processing error '' but dismisses the majority of my claims. The volume and nature of my documented complaints, including specific statement errors and chat logs, make this investigation essential. I am prepared to provide all documentation to support my claims.

Company response to consumer: Closed with explanation