Consumer complaint received 2026-02-18 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: AZ

Complaint narrative:
I am filing a complaint regarding a charge dispute between my credit card company and a merchant ( XXXX ). The situation has resulted in me being charged for merchandise that I returned, even though I have proof the merchant received the return and confirmed it via email. 

I purchased XXXX insoles from XXXX on XX/XX/XXXX and paid {$330.00}. 
XXXX of the insoles was never sent ( {$99.00} ) and should have been refunded. The other pair was returned and received by the merchant on XX/XX/XXXX in accordance with their return policy. 
I have tracking proof of delivery showing XXXX received the returned item. 
XXXX also confirmed via email that they received my return. 

Because XXXX did not issue the refund, I disputed the charge with my credit card company, Apple Card by Goldman Sachs XXXX XXXX XXXX XXXX and XXXX ). 

My credit card company issued a provisional credit, but later reversed it, citing that the merchant reported not receiving the return. I provided all my evidence to the credit card company, but they still reversed the credit claiming that the merchant said they did not receive the returned merchandise and the credit card company closed case and provided funds to the merchant. 

I requested evidence file on XX/XX/XXXX which was supposed be received within XXXX business days. The credit card company never sent me a copy of the merchants evidence file. 

Now XXXX claims they can not issue a refund because the transaction was in dispute however, the dispute process has already concluded, and my credit card company has closed the case against me. I am stuck between both parties, each blaming the other, and I have still not received my refund. 

Steps Ive taken to resolve this : XXXX. Provided return proof and XXXX confirmation to my credit card company ( twice ). 
XXXX. Requested the merchants evidence file not provided. 
XXXX. Contacted XXXX multiple times they refuse refund, claiming the credit card dispute prevents it. 
XXXX. Contacted the credit card company multiple times they claim the final decision stands and refer me back to the merchant. 
XXXX. Filed a complaint on XXXX with the Better Business Bureau. XXXX has an F rating for not issuing refunds to multiple customers. 

What I am requesting from the CFPB : XXXX. Assistance to investigate why my credit card company upheld the merchants claim despite clear evidence of a valid return. 
XXXX. Require the credit card issuer to provide me with the merchants evidence file as part of the dispute process. 
XXXX. Ensure credit card company issues my refund. 

Supporting documentation I can provide : XXXX. Proof of return ( tracking/delivery confirmation ) XXXX. XXXX email confirming receipt of the return XXXX. Dispute correspondence with credit card XXXX XXXX. Reversal notice from credit card company Desired XXXX : I would like the refund ( {$310.00} ) reinstated to my credit card account and for both the merchant and credit card issuer to be held accountable for mishandling the dispute. 

Thank you for your assistance!

Company response to consumer: Closed with monetary relief