Consumer complaint received 2025-05-21 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: IL

Complaint narrative:
On XX/XX/XXXX I was walking into XXXX and stopped by XXXX XXXX men with donation clipboards and pamphlets. They explained they were taking donations and I offered to donate {$20.00}. Once I agreed my phone was taken by XXXX of the men to hold up to his phone to confirm the donation. At this point I tried to get my phone back to put in my passcode and he would not release my phone. 
It became clear I was not going to get my phone handed back to me physically until I put in my passcode. He then pretended the passcode failed and asked me to enter it again, I tried again to get my phone back and the XXXX men on either side of the one with my phone stepped between me and the person with my phone. I once again typed the passcode into my phone that was still in the offenders ' hands. He gave me my phone back and the XXXX men ran away towards the parking lotXXXX XXXX XXXXXXXX and I went inside of XXXX and immediately called support on my Apple Card and reported the charges as fraudulent. 
I was told because these were flagged less than a minute after the purchases were made that no theft had taken place and that no police report was needed. Apple/Goldman-Saachs has since found the charges to be " valid '' and are now asking a police be filed and submitted to my dispute case. The first fraudulent charge was {$4000.00}, the second charge was {$5000.00}. Once Apple/Goldman-Saachs pushed these charges through as valid, they are now saying it is money I owe. Please let me know if I can provide any other information- I wish I had reported this the day it had happened but was told I was protected by reporting the fraud. 

After filing in XX/XX/XXXX on XXXX XXXX XXXX my disputes were denied and these pending charges were pushed through as a result. I called to reopen both disputes and asked that I please be contacted. XX/XX/XXXX my disputes were denied again without any reason given and without any one contacting me. I refiled but this time my credit reversal for the {$5000.00} dispute ( which for some reason is listed as {$4900.00} ) remained on my card and no credit was applied. Since XX/XX/XXXX I have called or chatted with Apple Card Support weekly asking to resolve this {$4900.00} credit " reversal '' which was never an amount I disputed nor an amount listed in any of my transactions. On XX/XX/XXXX i called and for the first time was transferred to a Supervisor, XXXX, who advised my case was likely only reviewed by AI and given the intracresies he was going to open a different kind of dispute in which a person would contact me in XXXX business days. I was never called despite following up twice on this matter. Today XX/XX/XXXX I called to again check on the credit reversal correction and was told there was no update and another dispute would be opened and that I should wait another XXXX business days. 

These XXXX charges were disputed less than a minute after they occured and were stopped while in pending in XX/XX/XXXX- it is now XX/XX/XXXX and I have not once spoken to, or been contacted anyone tied to investigating these disputes and each phone cal I make to Apple Support I am assured that per their policies I should not be held responsible but that all they can do is add this note to my dispute cases. I have attached all text/chat correspondence with Apple though the majority of communication took place over their recorded line. I did request all available records on my case and was told that could not be provided to me. I am unable to speak to anyone who can actively help and I have been waiting 6 months to be contacted by Goldman - Saach 's investation team when I have been told I would be contact in XXXX business days all through XXXX and now XXXX. 

Please let me know if anything else is needed I will supply whatever I can to get this fairly resolved. 
Thank you very much for your time reading this. 

Current Open Dispute # s : - XXXX with XX/XX/XXXX from Pp * parnells & amp Cart in the amount {$4900.00} ( a transaction that does not exist for which a credit reversal is stuck on my account due to collect interested beginning XX/XX/XXXX. 

- XXXX for transaction made on XX/XX/XXXX with XXXX XXXX XXXX XXXX XXXX XXXXt in the amount for {$5000.00}. 

- XXXX for transaction made on XX/XX/XXXX with XXXX XXXX XXXX XXXX XXXX XXXX in the amount for {$5000.00}. ( no credit has been issued here due to the credit reversal on XXXX ( which again is not an amount in my transaction history nor do I know why it has not been removed or reapplied )

Company response to consumer: Closed with monetary relief