Consumer complaint received 2025-11-26 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: WI

Complaint narrative:
On XX/XX/year>, my XXXX XXXX was stolen. Shortly after the theft, XXXX large unauthorized transactions were made : XXXX for {$2200.00} and another for {$530.00}. These charges were processed through the stolen XXXX XXXX, yet I never received any notification at all on my XXXX. The fact that such large transactions were allowed without XXXX ID, without a passcode, without confirmation on my phone, and without any alert is a major security failure by XXXX and Goldman Sachs. 

I believe these charges should have never been approved because XXXX does not offer daily spending limits, and they do not require XXXX ID/ passcode authorization for large transactions made from an XXXX XXXX. I raised these concerns many times and told them this is a serious security issue. If XXXX had proper consumer protections in place, I would have never become a victim of this fraud. 

I contacted XXXX within XXXX hours of discovering the transactions and reported the fraud immediately. Since XXXX, I have contacted both XXXX  Support and Goldman Sachs Bank many times, reopened disputes, and provided all evidence. Including XXXX separate XXXX Police case numbers, because the investigation required opening XXXX different cases. 

Recently, I discovered there is a serious miscommunication between XXXX dispute department and Goldman Sachs Bank. When I spoke with a Goldman Sachs supervisor yesterday morning, he gave me an old police case number, which confirmed that the dispute department never received the updated police report and that XXXX did not forward the correct information. Because of this miscommunication, my case was marked incomplete and was repeatedly denied even though I provided every required document. 

XXXX repeatedly promised to email me when they needed more evidence, but I never received any emails requesting anything. Instead, every time I contacted them, they told me to wait. About XXXX weeks ago, XXXX told me everything was properly documented and would be forwarded to the dispute team. But again, no one reached out, and the dispute was denied without a proper investigation. 

The merchant listed ( XXXX XXXX ) does not exist in XXXX, and the place shown ( XXXX  XXXX ) does not match the merchant name - a clear sign of fraud. Despite this, XXXX and Goldman Sachs still held me responsible. 

This situation has caused extreme stress, XXXX, and health impact. I did everything correctly as a consumer : I reported the theft immediately, I disputed the charge within hours, I provided police reports, and I followed up for months. But due to XXXX and Goldman Sachs not communicating properly, failing to document information, and failing to protect consumers with basic security measures, I am now being forced to pay these large fraudulent charges. But I called Goldman Sachs Bank again and reopened a new dispute case. 

My latest dispute case numbers with Goldman Sachs Banks are : Dispute case number : XXXX ( {$2200.00} ) Dispute case number : XXXX ( {$530.00} )

Company response to consumer: Closed with explanation