Consumer complaint received 2025-04-25 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: NJ

Complaint narrative:
My dispute is with Goldman Sachs apple credit card. I purchased a flight that literally at the check in at the airport they told me my ticket was suspended and would not let me on the plane with no refund and told me I needed to contact my credit card company. This ticket was bought 11 months in advance. This is the message that has been sent to Goldman Sachs numerous times with photo evidence of everything described with all the dates and details. I have also included the documentation in this complaint. I am currently on my 5th re-dispute and this is literal theft. Any assistance with this is extremely appreciated. Thank you. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  To whom it may concern, On XX/XX/XXXX, | bought a one way ticket from XXXX ( XXXX ) back to XXXX ( XXXX ) from XXXX XXXX using my Goldman Sachs Apple Card in preparation for my vacation. I purchased the {$1200.00} one-way ticket scheduled for XX/XX/XXXX, 11 months in advance to ensure flight security as it was a long, 24 hour flight. 

On XX/XX/XXXX of XXXX, XXXX XXXX notified me that they have changed my flight but did not provide any additional details besides requesting me to call for more information. After speaking with the airline, I was told my flight was canceled and that they could not guarantee me a new flight for the day initially booked. I asked the airline for a refund to book a new flight, as this trip was explicitly planned for these dates due to work conflicts, and they refused. I was told to call back when the trip date was closer to obtain new flight details, if possible. 

Due to this sudden change of itinerary, I filed my first dispute with Goldman Sachs ( XXXX ) on XX/XX/XXXX. 

Goldman Sachs denied me this dispute, which I was surprised by and heavily disagreed with. However, I decided to just work with XXXX XXXX to obtain a new flight. As my trip departure date approaches, I called XXXX XXXX for an update on my new flight status. The airline was able to supply me with a new flight, albeit an unsatisfactory flight, which I ultimately decided to keep to avoid additional hassle. However, without my knowledge, when I filed the initial dispute ( XXXX ), which was denied, Goldman Sachs initiated a charge back with XXXX XXXX . I was not notified of this chargeback from either Goldman Sachs or XXXX XXXX, and was under the impression that my dispute was dismissed. It is my understanding that this chargeback was successful but I did NOT see the charge back in my account. 

Fast forward to XX/XX/XXXX, I received alerts for my flight, with a flight number and confirmation. Please refer to the screenshots attached, and am at the airport in XXXX. When I begin to check-in, XXXX XXXX  informs me my flight ticket is suspended and they received a charge back from Goldman Sachs back in XX/XX/XXXX. Again, neither Goldman Sachs nor XXXX XXXX notified me of this and I have paid in full for this flight with ticket in hand. I was turned away and had to buy a new ticket on the spot for {$1400.00} with XXXX XXXX XXXX to return to the states at a DIFFERENT airport. I have attached screenshots of the charge on my international credit card titled " XXXX XXXX XXXX '' on the same day of my initially scheduled flight XX/XX/XXXX. As well as the itinerary with my name on it for the same day as my initial flight booked for XX/XX/XXXX. 

Since I was unable to board my flight due to a chargeback that I was not notified of, nor did I receive credit in my account, I PAID FOR A SERVICE THAT I DID NOT RECEIVE. On XX/XX/XXXX upon returning to XXXX, I filed another dispute with Goldman Sachs XXXX XXXX ) to rectify this error and get reinstated the credit of the charge back. Goldman Sachs denied this dispute, as well, which is straight theft and unacceptable. 

On XX/XX/XXXX, | called Goldman Sachs and spoke to a dispute agent, XXXX, who, after investigation, agreed with me that this must be a mistake and re-opened the dispute ( XXXX ). 

Then on XX/XX/XXXX of XXXX Goldman Sachs notified me that they denied my dispute for a fourth time. Which is absolutely insane as this is an error between Goldman Sachs and the airline. So later that day on XX/XX/XXXX I called Goldman Sachs support and spoke to XXXX, a supervisor at your dispute department. XXXX notified me that XXXX XXXX never honored the chargeback and that I would need to call the airline for this dispute to be resolved. I have spoken to the airline numerous times. They said that they did receive a chargeback in XXXX of XXXX and that I have to speak with Goldman Sachs. So someone is lying here. They claim there is nothing more they can do as the money is already gone from your chargeback in XX/XX/XXXX. Also, as your customer it is your job to be on my side. I did nothing wrong. I am being scammed and stolen from. I should not be responsible for this. 

Again, I PAID FOR A SERVICE I DID NOT RECEIVE. I am not asking for a refund from the airline but am asking for the charge back credit from Goldman Sachs to be honored. It is absolutely unacceptable as I paid for my service without receiving it and am entitled to the chargeback. As a Goldman Sachs customer this is extremely disappointing, and I can not stress how poor this entire issue has remained and continues. I need this charge back credit to be honored and this dispute to be resolved. Please call me directly at XXXX if you need anymore information. 



Thank you.

Company response to consumer: Closed with explanation