Consumer complaint received 2026-01-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: GOLDMAN SACHS BANK USA
State: OH

Complaint narrative:
Unauthorized Apple Card Charges ; Dispute Handling Failures ; Account Closure After Disputes Account : Apple Card To Whom It May Concern : I am submitting this complaint to request the CFPBs assistance regarding unauthorized charges on my Apple Card and the way Goldman Sachs/Apple Cards dispute process handled my claims, including the subsequent cancellation of my Apple Card after disputes were opened. 

Summary of the issue : XXXX. In XXXX and XX/XX/year>, approximately XXXX XXXX XXXX XXXX XXXX XXXXn unauthorized App Store/in-app purchase charges were made on my Apple Card by a minor child who was not authorized to make these purchases. 
XXXX. Over the past year, I attempted multiple times ( five separate dispute attempts ) to dispute these charges. Some were refunded, but approximately XXXX XXXX XXXX XXXX XXXX  remains unpaid and has been denied without clear justification. 
XXXX. The dispute experience appeared to be handled largely through automated/chat-based support, with disputes being opened and closed without meaningful explanation or consistent written reasoning. 
XXXX. More recently, my Apple Card account was canceled after the dispute department opened disputes for older App Store transactions from years prior that I did not request to dispute. I consider this retaliatory and completely unacceptable. 

Key facts : Timeframe of unauthorized charges : XXXXXXXX XXXX Total unauthorized charges : approximately XXXX XXXX XXXX XXXX XXXX Amount still unresolved/denied : approximately XXXX XXXX XXXX XXXX XXXX Nature of charges : App Store/in-app purchases I disputed these charges repeatedly and promptly once discovered. 
The issuer refunded a portion of the disputed charges, which supports that the purchases were unauthorized, yet denied other identical or similar transactions without a coherent explanation. 

My concerns : Inconsistent outcomes on identical unauthorized transactions ( partial refunds while denying the remainder without substantive reasoning ). 
Lack of clear written explanations when disputes were denied and lack of transparent communication about why disputes were opened/closed. 
Apparent reliance on automated/chat-based handling for complex disputes without meaningful escalation or resolution. 
Cancellation of my Apple Card after disputes were opened, including disputes I did not request for older App Store transactionscreating the appearance of retaliation or improper account action connected to my exercise of dispute rights. 

Requested resolution : XXXX. Refund all remaining unauthorized charges from XXXXXXXX XXXX ( approximately XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX. Provide a written explanation for the denial of any disputed charges and for any inconsistent treatment among similar transactions. 
XXXX. Provide written confirmation that no negative credit reporting has occurred ( or will occur ) related to these disputed charges, and correct any adverse reporting if already made. 
XXXX. Provide a written explanation for the cancellation of my Apple Card account, including whether the account action was tied to my disputes and why disputes were opened for older transactions I did not request. 

Documentation : I can provide transaction lists, screenshots, chat/dispute records, and any correspondence showing the repeated dispute attempts, partial refunds, denials, and the account cancellation. 

Thank you for your help in reviewing this matter and facilitating an appropriate resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation