Consumer complaint received 2026-05-31 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: FL

Complaint narrative:
Consumer Financial Protection Bureau Complaint Against Goldman Sachs Bank USA ( Apple Card ) I am filing this complaint against Goldman Sachs Bank USA regarding its handling of a billing dispute involving a charge of {$570.00} made using my Apple Card. The total cost of the eyeglasses and related optical services was {$1000.00}. My vision insurance paid {$420.00}, and I paid the remaining {$570.00} using my Apple Card. My dispute concerns only the {$570.00} charged to my account. The eyeglasses never provided functional vision and remain unusable. Shortly after receiving them, I notified the merchant that I was experiencing significant vision problems and that the glasses were not working properly. I repeatedly requested a refund and repeatedly offered to return the glasses. The merchant refused to provide a full refund and refused to accept a return. Instead, the merchant proposed modifications, prism adjustments, replacement lenses, and remaking the glasses. In written correspondence, the merchant stated : We can not refund you completely for the glasses. The merchant also acknowledged concerns regarding whether the glasses would function properly. In an email, the merchant stated : Progressive lens glasses only work well if the eyes are straight. The merchant further explained that my exotropia had worsened and that misalignment of the eyes could interfere with the performance of progressive lenses. At the merchants recommendation, I sought additional evaluation from a neuro-ophthalmologist. I attended the appointment and later informed the merchant that the specialist had not issued a new eyeglass prescription and intended to continue evaluating my condition before determining the appropriate corrective lenses. In response, the merchant stated : I did not expect XXXX XXXX to write a prescription for you already. This communication indicates that the merchant understood additional evaluation was still necessary before appropriate corrective lenses could be determined. Despite this, the merchant continued to refuse a refund for glasses that never provided functional vision. As a consumer, I was left with eyewear that I could not use, despite paying {$570.00} out of pocket, complying with the merchants recommendation to obtain additional specialist evaluation, and repeatedly offering to return the glasses. Because I was unable to resolve the matter directly with the merchant, I filed a billing dispute through Apple Card and Goldman Sachs Bank USA. I provided documentation supporting my claim, including communications with the merchant, evidence of my requests for a refund, evidence of my offers to return the glasses, and the merchants written refusal to provide a full refund. Goldman Sachs denied my dispute and later denied my reconsideration. The explanation provided stated : Weve reviewed your dispute and any additional information shared. Following this review, the original decision remains because our records indicate you agreed to the merchants terms and conditions at the time of purchase and no refund or credit is due. I believe this response failed to address the substance of my dispute. My dispute was not based on the merchants return policy. My dispute was based on the fact that the glasses never provided functional vision, that I repeatedly attempted to return them, that the merchant refused a refund, and that I was left with unusable eyewear despite following the merchants recommendations. I am also concerned about the lack of transparency in Goldman Sachs investigation. After my dispute was denied, I requested copies of the merchants response and the documentation relied upon to reach the decision. Goldman Sachs refused to provide that information. As a result, I was unable to review the evidence submitted by the merchant, determine whether all relevant information was considered, or meaningfully respond to the information relied upon to deny my claim. I respectfully request that the Consumer Financial Protection Bureau investigate this matter and require Goldman Sachs Bank USA to : 1. Explain how the evidence submitted by both parties was evaluated during the dispute investigation. 2. Provide copies of the merchant response, supporting documentation, and evidence relied upon in denying my dispute. 3. Explain why the dispute was denied despite evidence that the glasses never provided functional vision, that I repeatedly offered to return them, and that the merchant refused a refund. 4. Conduct a thorough reconsideration of my dispute. 5. Provide appropriate relief regarding the disputed charge of {$570.00}. Supporting documentation includes the purchase invoice, proof of payment, email correspondence with the merchant, evidence of my offers to return the glasses, the merchants refusal to provide a refund, and Apple Card dispute correspondence. Thank you for your attention to this matter

Company response to consumer: Closed with explanation