Consumer complaint received 2025-12-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: GOLDMAN SACHS BANK USA
State: LA

Complaint narrative:
Goldman Sachs mishandled multiple fraudulent charges and billing disputes on my Apple Card account. I discovered an unauthorized charge tied to a XXXX XXXX subscription that I did not authorize. I later learned that Goldman Sachs still had my old phone number and email address on file, which raises serious concerns about identity verification, delivery of notices, and unauthorized access. 

The dispute handling has been inconsistent and non-compliant with Regulation Z. Goldman Sachs issued provisional credits for the disputed charge, then reversed them without providing any written notice or documentation of an investigation. At the same time, the transaction remained marked In Review in the Apple Card app. The system also displayed No Credit Applied on the original transaction date, even though a refund from the merchant appeared. These contradictory adjustments indicate that the dispute workflow was not handled correctly. 

I also had a concerning escalation experience with an Apple supervisor named XXXX, who immediately sent verification links before properly identifying herself or explaining the purpose of the call. Given the fraudulent charge and outdated personal information on file, this felt unsafe and unprofessional. 

This is not the first time fraudulent activity has occurred on my Apple Card account, and the repeated pattern combined with inconsistent dispute handling has caused significant concern. I am providing screenshots that show provisional credits, reversals, merchant refunds, and the dispute remaining In Review, which demonstrate that the required billing error procedures under Regulation Z were not followed. 

Timeline of Events Related to the Notion Labs Dispute on My Apple Card XX/XX/year> Unauthorized charge from XXXX XXXX XXXX XXXX appeared on my Apple Card account. 
The transaction shows No Credit Applied despite being under dispute. 

Following the charge I disputed the transaction through the Apple Card interface. 
Goldman Sachs opened a dispute and marked it Transaction In Review. 

Shortly after the dispute was filed Goldman Sachs issued a provisional credit of {$26.00}. 
No written notice or investigation details were provided. 

The following day A second provisional credit of {$26.00} appeared. 
Again, no documentation was supplied. 

Merchant activity XXXX XXXX issued a refund for {$26.00}, which appeared in my transaction history. 

After the refund posted Goldman Sachs reversed the provisional credit, labeled as Provisional Adjustment Reversal, without any written explanation or investigation findings. 

Throughout this process The transaction continued to display In Review, even after both the refund and the reversal. 
The app showed contradictory entries, including : Provisional credit Refund Reversal No Credit Applied Interest adjustment No written communication was ever provided to explain these actions. 

Escalation attempt During an escalation call, an Apple supervisor ( XXXX ) asked me to click verification links before properly identifying herself or explaining the purpose of the call. This felt unsafe given the fraud concerns.

Company response to consumer: Closed with explanation