Consumer complaint received 2025-03-10 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:
Current Apple Card dispute case : XXXX This is now the sixth time Ive had to re-open this dispute ( previous cases XXXX, XXXX, XXXX, XXXX, XXXX ) with Apple Card after previously providing them with pictures and email communication with the merchant that corroborates the dispute. Apple Card and Goldman Sachs have continuously denied the dispute by stating that there is no evidence to substantiate the claim, which is false, as I have spoken with the company and walked through the evidence on the phone, which they confirmed and documented. 

This dispute concerns an item my wife, XXXX, and I purchased from an online merchant, XXXXXX/XX/XXXX). The item arrived damaged and we immediately notified the merchant, on XX/XX/XXXX ( page 4 of email communication PDF ). 

We provided the merchant with pictures and let them know that the item and packaging materials were available in case they needed to be inspected or picked up. On XX/XX/XXXX the merchant promised to send a replacement item, acknowledging the damage ( page 7 of email communication PDF ). At no point did they ask us to ship the damaged item back to them or provide a return shipping label for us to do so. 

Over the next several months we followed up with the merchant multiple times via email, asking when they would send the replacement ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ). The merchant continuously promised that they were working on sending a replacement ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ), however they never sent the replacement and they stopped responding after their final promise to do so on XX/XX/XXXX ( pages XXXX of email communication PDF ). 

All communication with the merchant was via email and these emails have all been provided to Apple Card as evidence for this dispute. I have also provided a screenshot of the merchants website guarantee for damaged items, which theyve violated. 

Additionally, Ive provided : the original merchant invoice of XXXX XXXX ( {$800.00} ) on XX/XX/XXXX, the account statement showing theXX/XX/XXXX( XXXX XXXX ) issued on XX/XX/XXXX, the merchant shipping notification email from XX/XX/XXXX, the XXXX delivery notification email from XX/XX/XXXX, and photographs of the damage. 

After opening the dispute with Apple Card, the merchant has not responded to the dispute at any point or provided any evidence or information. Apple Card representatives XXXX ( on XX/XX/XXXX ), XXXX XXXX on XX/XX/XXXX ), XXXX ( on XX/XX/XXXX ), and XXXX ( on XX/XX/XXXX ) all confirmed that the merchant had not responded and there was no evidence from them in the system. XXXX, XXXX, and XXXX all stated that they did not see any reason why this dispute should have been denied and reopened it. On XX/XX/XXXX I asked via chat support to be provided with all evidence used to determine my claims and was told that it would be emailed to me. To date, I have not been provided with any of this evidence. 

XXXX sent a note to the back office on XX/XX/XXXX requesting that they update the account with the reason for the denial, as she couldnt see a reason in the system. She also asked that they notate if they needed any additional documentation from me and told me that they should respond within 5-10 days. I called and spoke with XXXX on XX/XX/XXXX and the back office had not yet provided a response. 

I followed up with Apple Card again on XX/XX/XXXX and spoke with XXXX. She confirmed that she saw the notes that the previous managers had left, however, a month later, the back office had still not responded with a reason why my disputes had been denied. She stated that I have a right to the evidence that was used to determine my claim, and if they dont have any evidence from the merchant, then they have to honor my dispute. 

In addition to potential regulatory violations by not not providing me with the evidence used to determine my dispute, Apple Card is in violation of the XXXX requirements for a defective item chargeback, as detailed on page 55 of the XXXX XXXX XXXXXX/XX/XXXX

Company response to consumer: Closed with monetary relief