Consumer complaint received 2025-11-13 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: OH

Complaint narrative:
This complaint continues CFPB Case # XXXX. The earlier response didnt address the documents I provided or the main issues I raised, and the dispute problems are still unresolved. 

I am requesting a corrected investigation into two sets of disputes on my Apple Card ( Goldman Sachs Bank USA ). The prior CFPB response provided by Goldman Sachs did not address any of the evidence I submitted, nor did it explain the contradictory and inconsistent decisions the bank made. The issues remain unresolved, and the banks actions have resulted in incorrect balances. 

Incident XXXX : XXXX XXXX XXXX XXXX ( Itinerary # XXXX ) Dispute Numbers : XXXXXXXX XXXX XXXX Check-In ( {$140.00} ) XXXXXXXX XXXX XXXX XXXX XXXX {$66.00} ) XXXXXXXX XXXX XXXX ( {$370.00} ) XXXXXXXX XXXX XXXX ( {$370.00} ) I booked a single itinerary through XXXX. This purchase generated three charges on my Apple Card : Flight charge # XXXX {$370.00} Flight charge # 2 {$370.00} Trip Protection ( XXXX XXXX {$66.00} I then purchased XXXX directly through XXXX for {$140.00}. All charges were pending when the itinerary was canceled within hours. 

What actually happened ( and is documented in the screenshots I attached ) : The entire flight itinerary was canceled, both on XXXX and on XXXX website. I attached screenshots showing : This flight was already canceled ( XXXX ) This trip has already been cancelled errors when attempting to look up XXXX ( XXXX ) XXXX account page showing no active booking and both legs canceled XXXX Canceled Items list for both flights XXXX confirmed no funds were collected for the two {$370.00} charges because the cancellation occurred while charges were pending. 
XXXX refunded the separately purchased XXXX ( {$140.00} ) proof attached. 
Goldman refunded the XXXX XXXX XXXX ( {$66.00} ) proof attached. 

The contradiction : Goldman Sachs refunded the XXXX XXXX and the XXXX, both of which can only be refunded if the underlying flight was canceled. 
Yet Goldman denied the two {$370.00} charges from the same cancelled itinerary, claiming I used the service or the merchants terms prevented cancellation. 

This is impossible and self-contradictory. 

Two different denial reasons were used on identical charges : I attached screenshots showing : For one {$370.00} charge, Goldman stated : the services were provided or not canceled in accordance with the merchants terms and conditions. 
For the second {$370.00} charge, Goldman stated : the merchandise has been delivered or the service has been provided. 

These are two different explanations for the exact same flight, canceled at the exact same time, on the exact same itinerary number. 

Both reasons contradict the fact that : The flight is canceled in both systems Trip Protection was refunded XXXX was refunded No services were rendered I never traveled There is no active itinerary with XXXX or XXXX Goldmans response never addressed any of this evidence. 



Incident XXXX : XXXX Uncorrected Reconciliation Failure Dispute Numbers : XXXXXXXX XXXX  ( {$570.00} ) XXXXXXXX XXXXt ( {$570.00} ) A separate flight ( confirmation XXXX ) was purchased for {$1100.00}. XXXX initially split it into two charges of {$570.00} each. The entire flight was canceled, and XXXX refunded both charges in full. 

Evidence attached includes : XXXX itinerary showing XXXX canceled XXXX receipt showing XXXX refunds of {$570.00} Apple Card activity showing the refunds Apple Card showing provisional credits and then incorrect reversals Goldman : Issued provisional credits The merchant issued full refunds Those refund amounts and provisional credits should have offset Goldman added the {$570.00} amounts back onto my balance again, as if it were a new charge I repeatedly contacted Apple Card support being told that I owe these amounts. Goldmans CFPB response ignored the problem and simply stated the merchant refunded the charges which is exactly my point. The refund is there, but Goldman added the charge again anyway. 


My evidence was not reviewed and Goldmans response addressed none of these facts. This on been going on since XX/XX/year> at this point. I have spent hours of time on calls with Apple Card support to no avail. Ive been told I owe these amounts. The most recent call, I spent almost two hours with two people who kept trying to convince me I was supposed to pay the XXXX balances that showed up on my card because I was refunded, but couldnt explain to me how or why they came to this with the same evidence I am presenting here all happening on their card service. Each single transaction is being treated as completely different issues which is only making this needlessly difficult.

Company response to consumer: Closed with explanation