Consumer complaint received 2025-08-26 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: MA

Complaint narrative:
Complaint summary Issuer failed to provide required written reasons and documents after denying my billing-error claim, and misclassified my dispute. 

Facts On XX/XX/year>, I purchased pants from XXXX A discount code appeared in my cart but disappeared when I used Apple Pay. I immediately placed a second order for the same item with the discount applied. After the first order, I contacted XXXX XXXX through their website chat and requested cancellation. The agent confirmed in writing that the order would be canceled and refunded. 

XXXX XXXX did not cancel the order. They issued only a partial refund and shipped the item. At the time of my cancellation request, the package was still in the warehouse and had not been accepted by the carrier. After shipment, I offered XXXX options only : full refund, or merchant pickup from my address with a full refund issued upon pickup. They declined. I still possess the merchandise because it was shipped after their written cancellation confirmation. 

I disputed the {$110.00} transaction with the issuer. The issuer applied a temporary credit while investigating, then reversed it and closed the dispute in favor of the merchant, stating that sufficient evidence has not been provided showing the merchandise was returned to the merchant. My dispute is not a return claim ; it is a pre-shipment cancellation that the merchant failed to honor. 

On XX/XX/year>, I used the Apple Card XXXX in-app chat to request both : the written explanation stating the specific reasons for denial, and copies of all documents the issuer relied upon, under 12 CFR 1026.13 ( f ) ( 1 ) and 1026.13 ( f ) ( 2 ). I received neither. The issuer closed my prior CFPB complaint without producing any documents or giving a written explanation. 

Regulatory issues presented 1. Failure to provide a written explanation setting forth the specific reasons for denying a billing-error claim after request.

2. Failure to furnish copies of the documentary evidence relied upon after request.

3. Misclassification of the dispute as a return issue rather than a pre-shipment cancellation and failure to honor a confirmed cancellation.

Requested CFPB action 1. Require the issuer to produce the written explanation for denial and all documents relied upon, including any merchant representment package, order or chat records, tracking or acceptance scans, policies cited, and investigator worksheets or notes.

2. Require the issuer to identify the dispute category used and reopen or re-adjudicate the matter under the correct category : goods or services not delivered as agreed, or credit not processed after cancellation.

3. Restore the {$110.00} credit or complete a fresh investigation using the correct framing once the relied-upon documents are produced. 

Evidence available Chat transcript with XXXX XXXX showing written cancellation and refund confirmation. 
Both order confirmations for the same item. 
Tracking history showing first carrier acceptance scan occurred after my cancellation request. 
Partial refund record from XXXX XXXX. 
Screenshots of my XX/XX/year> XXXX chat requesting written reasons and documents. 
Issuer closure message.

Company response to consumer: Closed with explanation