Consumer complaint received 2026-01-20 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: NJ

Complaint narrative:
On XX/XX/XXXX my Apple Card, managed by Goldman Sachs Bank, was charged {$550.00} by XXXX XXXX, XXXX XXXX XXXX XXXXXXXX XXXX is a computer repair shop. I had an XXXXXXXX XXXX XXXX with a cracked main screen that needed repairs. The shop quoted me XXXX ( charged as {$550.00} ) for the laptop to be restored to working condition with an original asus band new screen panel, inclusive of service and XXXX warranty. The timeframe for this was XXXX XXXX to XXXX XX/XX/XXXX. 

There were multiple delays. On XX/XX/XXXX the merchant communicated that the new screen was in the laptop, but not functional due to a software lock and that more time was needed. By that time, I was no longer in XXXX, but my sister was, so the plan was for the repairs to be completed by XX/XX/XXXX, so my sister could retrieve it. 

The repairs were not completed by then. The merchant promised to complete the repairs and mail the laptop in working condition with the new screen back to us in NJ. This was confirmed via email with the merchant. 

The merchant then became difficult to communicate with. Asked for updates on XX/XX/XXXX, XX/XX/XXXX, and on XX/XX/XXXX via email. on XX/XX/XXXX, the email bounced back. 

On XX/XX/XXXX the merchant emailed, communicating that the laptop was mailed via XXXX and that dispatch would take XXXX days, and that they would email or call me soon with updates. They did not email or call me with updates. On XX/XX/XXXX, I called the merchant- they didn't know where my laptop was and told me that they would get back to me- they did not. On XX/XX/XXXX, I emailed the merchant telling them that I need my laptop back, and that I will send someone in person to their shop to retrieve it. I requested that they call me or email me to confirm- they did not. 

On XX/XX/XXXX, I had my sister physically go to the store to retrieve the laptop. It was in the condition that I originally dropped it off in, with the broken screen. The laptop was not fixed, and I was not given the replacement screen that I paid for. The merchant verbally said that they would process a full refund, but failed to do so. 

I put in my first dispute with Apple Card on XX/XX/XXXX and submitted my evidence, outlining what I described above. It was denied on XX/XX/XXXX without a thorough explanation or detailing of the evidence relied upon. 

I reinstated it on XX/XX/XXXX, and it was denied again on XX/XX/XXXX. 

I reinstated the dispute again on XX/XX/XXXX, and it was denied again on XX/XX/XXXX. 

I reinstated the dispute again on XX/XX/XXXX, and it was denied again on XX/XX/XXXX. 

I reinstated the dispute again on XX/XX/XXXX, and it was denied again on XX/XX/XXXX. 
I asked for a written explanation and relied upon evidence, which was not provided by apple card. 

I reinstated the dispute again on XX/XX/XXXX, and it was denied again on XX/XX/XXXX. 

I reinstated the dispute again on XX/XX/XXXX, and it was denied again on XX/XX/XXXX. 
I asked for a written explanation for the denial of my specific dispute and relied upon evidence. This was not provided by apple card.

Company response to consumer: Closed with monetary relief