Consumer complaint received 2025-03-25 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: NV

Complaint narrative:
Subject : Repeated Denial of Fraud Disputes Despite Clear Evidence, Request for CFPB Enforcement and Immediate Reversal of Unauthorized Charges I am filing this complaint to request the CFPB 's immediate intervention and enforcement against Goldman Sachs Bank USA, the issuer of the Apple Card, for its ongoing refusal to properly investigate and resolve {$3200.00} in unauthorized transactions made on my account. Despite providing overwhelming and verifiable evidence of fraud, the bank continues to deny my disputes without conducting a legitimate investigation, in violation of multiple federal consumer protection laws. 

Summary of the Fraud The disputed transactions were made using my Apple Card and were shipped to : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CA This address is not associated with me in any way. 

My billing and physical address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, XXXX XXXX, NV XXXX I submitted a copy of my Nevada drivers license, as well as correspondence and receipts from the merchants, all of which confirm that the goods were delivered to an address I have no relationship with. Yet Goldman Sachs continues to claim that the shipping and billing addresses tie back to the customer, which is blatantly false and misleading. 

Strong Legal Grounds : My Case Is Not Just Valid Its Clear-Cut This is not a gray area. The bank has documented evidence that : The transactions were shipped to an unrelated address My official ID and legal address do not match the shipping address I raised these disputes multiple times over the course of nearly two years, providing updated documentation with each resubmission These facts create a strong and legally sound case under the following laws : Violations Committed by Goldman Sachs 1. Fair Credit Billing Act ( FCBA ) 15 U.S.C. 1666 The FCBA mandates that credit card issuers promptly and fairly investigate disputes involving unauthorized transactions.

Goldman Sachs has failed to conduct a good faith investigation, instead issuing repeated blanket denials despite evidence that should have easily triggered a reversal.

2. Regulation Z 12 CFR 1026.13 The bank is required to evaluate disputes reasonably and explain the decision based on real evidence.

No explanation has been given that justifies why the transactions were considered authorized given the shipping address mismatch.

3. Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) 12 U.S.C. 5531 & 5536 Goldman Sachs conduct misrepresenting facts, failing to resolve fraud despite evidence, and using a broken investigation process meets the threshold for unfair and deceptive acts. 

These actions harm not only me, but potentially other consumers facing similar unresolved fraud. 

Goldman Sachs Is Stonewalling I Am Escalating Despite disputing these charges as early as XX/XX/year>, and reopening the disputes XXXX times, Goldman Sachs has continued to : Ignore key evidence Ive submitted Issue copy-paste denials with no meaningful investigation Refuse to reverse unauthorized charges, even though they acknowledged a processing error in one case It is evident Goldman Sachs is hoping I will drop the matter. I will not. 

If Goldman Sachs continues to ignore clear evidence and deny my dispute without justification, I am fully prepared to initiate arbitration proceedings under the Apple Card Customer Agreement. This is not an empty threat. I understand my rights under the agreement and federal law, and I have already documented enough to pursue a strong case in arbitration. 

The Apple Card Customer Agreement includes a binding arbitration clause, which gives me the right to challenge the banks decision outside of small claims or traditional court. If Goldman Sachs fails to reverse the fraudulent charges, I will file an arbitration demand through the designated forum and proceed to recover : The full {$3200.00} in unauthorized charges Any related interest or fees charged Costs of arbitration And, if applicable, additional damages for violations of federal consumer protection laws This case is not ambiguous it is well-documented and factually and legally strong : Transactions shipped to an address I have no connection to Verified documentation from merchants and a copy of my government-issued ID Repeated, unexplained denials from Goldman Sachs that show bad faith, negligence, or both Violations of the Fair Credit Billing Act, Regulation Z, and UDAAP Arbitrators are bound by the law and consumer protections. Given the overwhelming evidence, it is highly likely the arbitrator would rule in my favor and award full reimbursement along with potential damages. If Goldman Sachs believes otherwise, they are either underestimating my case or failing to grasp the seriousness of their misconduct. 

For the record : I have retained copies of all correspondence, dispute records, shipping confirmation data, and legal references to support this filing should arbitration become necessary. 

I prefer to resolve this matter cooperatively through CFPB oversight, but I will not hesitate to pursue arbitration if Goldman Sachs continues to XXXX. 

Final Demand and Call for CFPB Enforcement I respectfully request that the CFPB intervene immediately, compel Goldman Sachs to : Reverse the {$3200.00} in fraudulent charges Refund any associated interest or fees Acknowledge their investigation failures in writing And institute process corrections to prevent similar misconduct from harming other consumers This is no longer a simple billing error it is a clear violation of multiple federal statutes, and a demonstration of bad-faith practices by a national bank entrusted with consumer financial protection. I urge the CFPB to investigate this matter not only as a one-off complaint, but as a potential systemic issue affecting other Apple Card users. 

If this matter is not resolved within ten ( 10 ) business days, I will : Proceed with binding arbitration, seeking full recovery and damages File a formal complaint with the Office of the Comptroller of the Currency ( OCC ) Notify the Nevada Attorney Generals Office, as my state of residence And escalate the issue publicly through appropriate consumer protection channels, including media and consumer advocacy groups, to expose Goldman Sachs mishandling of fraud disputes This situation is entirely avoidable. Goldman Sachs has all the evidence required to do the right thing and every day they delay increases their legal exposure and reputational risk. 

I am fully prepared to pursue every legal and regulatory avenue available until this matter is resolved fairly, in accordance with the law, and with the respect consumers deserve. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation