Consumer complaint received 2024-04-23 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:
I initiated an online purchase for XXXX XXXX XXXX XXXX on XXXX. On XXXX, I received an email from XXXX advising that I had a purchase of {$89.00} posted against my account to XXXX. I contacted XXXX to dispute the charge because I did not buy anything from XXXX. I gathered all of the information about what I believed I was purchasing, the vendor I believed I interacted with as well as a screen print of the transaction acknowledgement along with a screen print of the the webpage that showed the product I believed I was ordering. XXXX ultimately said there was nothing they could do and suggested I contact Marcus, who issued my credit card. 

On XX/XX/XXXX, I contacted Marcus and was put in-touch with someone who filed a charge dispute for me. During that call, I was told that the company that received the {$89.00} for the transaction was located in XXXX XXXX. At this point, it was clear to me that I was the victim of a fraudulent website and started doing my own research. The website I initially went to was still up so I clicked on the " About Us '' link at the bottom of the page and I was presented with information about a floral company. I then looked up the address of the business on XXXX XXXX and found it was a residential building in Florida. 

I provided all of this in support of my dispute request and a couple months later was advised my Marcus that my dispute was denied because they contacted the vendor who said I made the purchase. I am still absolutely blown away that the fraud investigator from Marcus relied on information from a fraudster to determine the purchase was legitimate. Not only did I not receive the XXXX I thought I ordered, the website where I initially made the transaction was taken down. I called Marcus and asked to speak to the person who worked on this dispute and was told that my only recourse was to reopen the dispute and send any documents I might have to the address in PA. I did so on XX/XX/XXXX and sent everything I had to show that this was a fraudulent transaction and today, I received an email once again denying my dispute. Although I asked for more details about why the dispute was denied the first time when I called Marcus and asked the rep to include a note that I would like someone to call me, I never received any specific details as to why the dispute was denied. In the email I received today, the only explanation given was as follows : We further investigated the dispute and reviewed any additional information that may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. 

I have screen prints of the transaction receipt as well as of the website where I made my purchase and would be happy to send them to you. 

I am aware that you are or were recently investigating Marcus as the result of consumer complaints about matters such as this. The transaction I have described above is so clearly fraud, I can not understand what information they collected that would tell a different story. Unfortunately they will not provide me with the details of their investigation. 

I am more than happy to discuss this matter as I intend to continue pursuing it. At this point, the {$89.00} is not even the issue. The " investigation and resolution '' Marcus has provided is so stupid that I just can not let it go. 

Later in this process you ask for the Credit Card Number. The card I used was replaced because of the reporting of a fraudulent transaction. My Transaction Dispute case number with Marcus is XXXX.

Company response to consumer: Closed with monetary relief