Consumer complaint received 2024-09-04 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:
Subject : Dispute Regarding Non-Refund of XXXX Ad Purchase through Apple Card ( XXXX ) Dear Consumer Financial Protection Bureau, I am writing to file a formal dispute regarding a purchase I made on XX/XX/year>, through TikTok for their ad services, which was charged to my Apple Card, a XXXX issued by Goldman Sachs Bank. The total purchase, including tax, amounted to {$32.00}. This ad service was not delivered as promised by the social media platform, and despite following all necessary steps to seek a refund, my requests have been denied both by XXXX and my credit card issuer. 

To provide further context, I waited nearly two weeks for XXXX to review and approve the ad. On XX/XX/year>, I received a message from XXXX stating that my ad was disapproved and that the " Promote '' balance would be automatically refunded. However, as of today, XX/XX/year>, I have not received the promised refund, and there is no clear way to contact XXXX for further inquiry about the refund. 

I first contacted Apple Card via the app on XX/XX/year>, to request a refund and explain my situation. However, Apple Card stated that I was not eligible for a refund. I then resubmitted my request for reconsideration on XX/XX/year>, reiterating that XXXX had failed to deliver the service as advertised and that their approval process far exceeded their stated 24- to 48-hour review timeframe. Despite this explanation, my request was never answered and still left as not eligible for a refund. 

I have substantial evidence, including screenshots that show : -SCREENSHOT 1 The initial purchase of the XXXX ad service on XX/XX/year>. 

-SCREENSHOT 2 Purchase transaction and receipt information from Apple Card ( XXXX ) -SCREENSHOT 3 - The refund requests made to Apple Card ( XXXX XXXX ) thru app second request not answered. 

-SCREENSHOT 4 -- The denial message from XXXX on XX/XX/year>, which clearly states that my XXXX balance would be refunded automatically, which has not occurred. 

-SCREENSHOT 5- Current Apple Card Bill Receipt reflecting current date of XX/XX/year> no refund has been issued from Apple Card company even after I submitted two disputes for a refund due to services not rendered from XXXX XXXX XXXX XXXX platform. 


Given these facts and the lack of protection I have received from my credit card issuer, I am formally requesting that Apple Card ( XXXX ) honor my refund request. I believe this is a valid consumer dispute, and I am entitled to a refund for a service that was not provided by the vendor, in accordance with both XXXX 's and XXXX policies. 

I respectfully request the CFPB 's assistance in resolving this matter and ensuring that my rights as a consumer are protected. Please let me know if you need any further documentation or information to support my claim. 

Thank you for your time and attention to this matter. I look forward to your prompt response. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation