Consumer complaint received 2025-07-25 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:
I am submitting this as a follow-up and escalation to my prior CFPB complaint regarding an unauthorized charge of {$550.00} on my Apple Card ( processed by XXXX XXXX XXXX XX/XX/year> ). Despite clearly communicating that this transaction was never authorized, I never received any product or service, and it was not tied to an order I completed, Goldman Sachs has closed my case without resolution or proper investigation. 

Recently due to my previous claim, I was called by a bank representative who falsely claimed that I had previously stated I authorized this transaction. I informed them that this was absolutely untrue and impossible. Upon being told to check the chat history, I reviewed XXXX years worth of messages and located the exact conversation in question. ( attached below ) The message clearly does not support that claim. I specifically said that my card was declined, I did not complete the order, and I received nothing. I explicitly told them that the transaction was also not me. 

I called back and spoke to a senior advisor, who after I explained the situation to and read the text I was suggested as evidence, acknowledged that Apple/Goldman Sachs had likely mishandled the dispute, and attempted to open a new case. That was weeks ago. Since then, nothing has happened, no updates have been provided, and the charge remains on the account. 

Let me be clear : I attempted to make a purchase with this merchant. 
The charge was declined by the banks security system, so I did not proceed. 
I never received any confirmation, any goods, or any service. 
Yet, somehow, my card was later charged anyway. 
I reported this as fraud, and I have consistently maintained that I did not authorize the final charge. 
The only evidence the bank has relied on is misrepresenting my original statement, which I have since proven to be false. 

This situation is unacceptable. I am not responsible for figuring out the internal error between their dispute department and their fraud team. I do not work at the bank. I have fulfilled my responsibility by reporting the matter, cooperating with the investigation, and providing the only evidence availablemy own communication with their team, which was later misrepresented. 


If this matter is not resolved promptly, I will consider seeking further action through appropriate legal or regulatory channels. I believe this situation may reflect : A failure to follow proper procedures for handling disputed transactions A misrepresentation of my communications during the original dispute A breakdown in internal coordination between customer support and the dispute department I am requesting a fair resolution in line with the banks stated zero-liability policy for unauthorized transaction or other types of disputes. My goal is not to escalate unnecessarily, but to finally resolve an issue that has persisted for far too long despite my continued cooperation and clarity.

Company response to consumer: Closed with explanation