Consumer complaint received 2026-03-06 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:
On or about XX/XX/year>, my credit cards and bank accounts were compromised and used without my authorization. Several financial institutions were affected. I immediately reported the fraud to all institutions involved and filed a police report regarding the incident. All other banks and credit card companies resolved the fraudulent charges and credited my accounts accordingly. However, Goldman Sachs has failed to properly resolve the fraudulent transaction associated with my Apple Card. Since XX/XX/year>, I have opened approximately XXXX or XXXX disputes with Goldman Sachs regarding the same unauthorized charge from XXXX XXXX. Each time I report the charge as fraudulent, Goldman Sachs initially provides a provisional credit. However, after approximately four to six weeks, the credit is reversed and the charge is placed back on my account. I have repeatedly contacted Goldman Sachs customer service and have spoken with multiple representatives and managers. Each time I am told the case will be investigated, yet the result continues to be the same without any meaningful explanation. I have provided Goldman Sachs with documentation supporting my claim, including : A police report documenting the fraud Written explanations of the unauthorized transaction A formal certified letter requesting proof of the transaction Despite my request for evidence supporting the validity of the charge, Goldman Sachs only provided a blank page listing the dispute number and the merchant name XXXX XXXXXXXX. This document does not provide any proof that I authorized the purchase or that the transaction is valid. In an effort to resolve this issue, I also attempted to contact the merchant directly. I sent a letter to XXXX XXXX along with a copy of the police report ; however, the letter was returned as undeliverable. Goldman Sachs has still not provided any verifiable documentation such as a purchase confirmation, shipping information, IP address, billing verification, or any other evidence demonstrating that I authorized this transaction. This situation has been ongoing for over a year and has caused significant stress and financial hardship. I have made every reasonable effort to resolve this matter directly with Goldman Sachs but have not received a fair or proper resolution. I am requesting that the Consumer Financial Protection Bureau review this case and require Goldman Sachs to : Conduct a proper investigation of the fraudulent transaction. Provide legitimate proof that the charge was authorized by me, if they claim it was valid. Permanently remove the fraudulent charge from my Apple Card account. I have acted in good faith and provided all requested documentation, including a police report. The continued denial of my claim without providing proof of the transaction is unacceptable. I respectfully request assistance in resolving this matter.

Company response to consumer: Closed with explanation