Consumer complaint received 2025-07-11 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: NY

Complaint narrative:
Ongoing Billing Dispute Mishandled by Goldman Sachs Apple Card XXXX XXXX XXXX in CFPBs XX/XX/XXXX Enforcement Action To Whom It May Concern, I am submitting this complaint because I believe Goldman Sachs Bank USA and Apple Card Services have mishandled a billing dispute on my Apple Card account in a manner that reflects the same violations cited in the CFPBs XX/XX/XXXX enforcement action. 
Summary of the Issue : On XX/XX/XXXX, I was charged {$1100.00} by XXXX. I returned {$780.00} worth of merchandise in XXXX shipments, both of which were delivered and documented. However, XXXX initially claimed part of the return was missing and only issued a partial refund of {$330.00} on XX/XX/XXXX. With no option to partially dispute the charge in the Apple XXXX app, I submitted a full dispute for the transaction on XX/XX/XXXX. 

After that, XXXX located the missing items and issued XXXX additional refunds {$190.00} on XX/XX/XXXX and {$260.00} on XXXX XXXXbringing the total refunded amount to {$780.00}, accurately matching the value of the items I returned. I kept {$310.00} worth of merchandise and informed Apple Card/Goldman Sachs of this, in good faith, through multiple emails and support chats. 

Despite this, on XX/XX/XXXX, Goldman Sachs reversed the full {$1100.00} charge, effectively erasing the refund trail. I immediately contacted support and explained that I only owed {$310.00}. A provisional adjustment for {$780.00} was briefly made, but then Goldman Sachs reinstated the {$780.00} charge again on XX/XX/XXXX and once more on XXXX XXXXdespite my extensive documentation, multiple email submissions, and XXXX phone conversations including a XXXX call with a supervisor who agreed with me. 

As of XX/XX/XXXX, Goldman Sachs continues to try to collect the refunded {$780.00}. This is not a dispute with XXXX. It is a processing error entirely on the part of Apple Card and Goldman Sachs. The amount I owe XXXX  XXXX not in dispute. What is in dispute is their continued attempt to charge me for merchandise I returned and was refunded for, as clearly shown in my account statements. I have exhausted all reasonable efforts to resolve this and am now seeking formal remedies. 

Efforts to Resolve : Over the course of more than XXXX months, I made repeated, good-faith efforts to resolve a billing error with Apple Card and Goldman Sachs XXXX On XX/XX/XXXX, I was charged {$1100.00} by XXXX. I returned {$780.00} worth of merchandise in XXXX packages, both of which were confirmed as delivered to XXXX warehouse. However, XXXX initially claimed XXXX of the packages was missing and only issued a partial refund of {$330.00}. Since the XXXX XXXX app only allows full-charge disputes, I submitted a dispute for the full {$1100.00} on XX/XX/XXXX. Afterward, XXXX located the missing return and issued XXXX additional refunds : {$190.00} on XX/XX/XXXX and {$260.00} on XX/XX/XXXX, bringing the total refunded amount to {$780.00} exactly matching the value of what I returned. 

I then contacted Apple Card and Goldman Sachs to inform them that I had been refunded the appropriate amount and that I only owed {$310.00} the value of the items I kept. But on XX/XX/XXXX, Goldman Sachs reversed the full original charge of {$1100.00}, which made it appear as if I had received no refunds at all. That same day, I contacted Apple support to explain the error. The agent I spoke with acknowledged the situation, said it was absurd, and created a provisional adjustment by placing the {$780.00} into dispute the exact amount I had been refunded by XXXX and therefore did not owe. 

However, no permanent resolution was made. On XX/XX/XXXX, the {$780.00} charge was reinstated. I chatted with another support agent who was condescending and dismissive, treating the issue as a generic merchant dispute and disregarding my documentation. Frustrated, I found the Apple Card support number on my own and called. At XXXX AM on XX/XX/XXXX, I spoke with XXXX XXXX on a recorded line for XXXX minutes. He agreed with me that I was in the right, reviewed all the evidence, and promised the matter would be escalated and re-disputed but again, no correction followed. I followed up by email on XX/XX/XXXX after Goldman asked for more documentation, and I explained the entire issue was their error. Then, on XX/XX/XXXX, Goldman Sachs reinstated the {$780.00} charge yet again despite my full documentation, refund history, and repeated explanations. 

Despite the fact that XXXX acknowledged and processed the proper refunds, and that Ive spent months explaining this in writing and over the phone, Apple and Goldman Sachs continue to try to collect nearly {$800.00} for merchandise I do not have and was already refunded for. I am now taking formal steps to correct the error and seek damages. 
Why This Matters : This is not a merchant dispute XXXX issued the correct partial refunds, and my documentation supports that. The problem lies entirely with how Goldman Sachs and Apple handled the dispute : they failed to apply the refunds and correct the final amount owed, despite me clearly informing them multiple times that I only kept {$310.00}. This is plainly reflected in my Apple Card statements and as a bank, they should be able to read their own transaction history and do basic math. 

Instead, on XX/XX/XXXX, Goldman Sachs once again reversed the refunds and reinstated the {$780.00} charge a charge for merchandise I never kept and that was already refunded by the merchant. This issue has been ongoing since XX/XX/XXXX. I have spent multiple days and hours trying to resolve a problem entirely created by Apple and Goldman Sachs. It is both abhorrent and unacceptable that they are still attempting to collect nearly {$800.00} from me for a charge that is fully contradicted by the facts. I am now taking steps to formally correct this error and seek damages. 

This handling reflects the same misconduct the CFPB cited in its XX/XX/XXXX findings against Goldman Sachs, including : Failing to conduct reasonable investigations Mishandling consumer refunds Charging consumers before resolving disputes Providing inadequate customer service during the dispute process TIMELINE : XXXX XXXX, XXXX I was charged {$1100.00} by XXXX for a clothing purchase. 

XXXX XXXX, XXXX I shipped XXXX return packages back to XXXX XXXX containing a total of {$780.00} worth of merchandise. 
I kept {$310.00} worth of merchandise. 
I received delivery confirmation that both packages were received at XXXX warehouse on XX/XX/XXXX in XXXX, Pennsylvania. 

XXXX XXXX, XXXX XXXX XXXX a partial refund of {$330.00} but claimed part of my return was missing, even though both packages had been delivered and documented. The rest of my refund was withheld. 

XXXX XXXX, XXXX Since I still hadnt received the full refund and XXXX XXXX claiming a shipment was missing, I submitted a dispute for the full {$1100.00} * through the Apple Wallet app. 
( * Apples system only allows full-amount disputes. ) XXXX XXXX, XXXX XXXX XXXX the missing return items and issued a second refund of {$190.00}. 

XXXX XXXX, XXXX XXXX XXXX the final refund of {$260.00}, bringing the total refunded amount to {$780.00}, which matched the value of the merchandise I had returned. 

-March XXXX, XXXX Apple Goldman requested information and documentation about the dispute I initiated on XX/XX/XXXX. 

-March XXXX, XXXX I emailed documentation in good faith stating and laying out very clearly I had been refunded what I was owed due to XXXX XXXX the lost shipment, and that I only owed {$310.00} of the {$1100.00} transaction. 

-March XXXX, XXXX Apple Card/Goldman Sachs reversed the entire {$1100.00} transaction, effectively erasing the refund trail. 

-March XXXX, XXXX I contacted Apple support chat for help and explained the above and that I only owed XXXX, they then created a provisional adjustment for {$780.00}. ( {$1100.00} - {$310.00} ) During a chat with Apple Card support specialist XXXX, he acknowledged how poorly the issue had been handled and said : Trust me, I know how this can be frustrating, and I assure you that I will make sure your concerns are heard because this is absurd. 

The charge was put into dispute again. 

-XXXX XXXX XXXXXXXX Apple Goldman requested information and documentation about the dispute. 

XXXX XXXX, XXXX I again emailed documentation. 

XXXX XXXX XXXX Goldman Sachs reinstates the {$780.00}. 

XXXX XXXX XXXXXXXX I had another support chat where the agent was condescending and dismissive, treating it as a generic merchant dispute and ignoring the documentation I had submitted. 
Frustrated, I searched for the Apple Card support number myself and called. 

-XXXX  XXXX, XXXX At XXXX AM, I called Apple Card support and reached XXXX XXXX and spent XXXX minutes on the phone with him. 
He agreed with me that I was in the right, reviewed the evidence, and said the matter would be escalated and re-disputed. 
The charge was again put into dispute. 

XX/XX/XXXX Apple Goldman again requested information and documentation about the dispute. 

I emailed them again, summarizing the entire issue and requesting the balance be corrected. 

XXXX XXXX, XXXX Goldman Sachs reinstated the {$780.00} charge again, despite my extensive documentation, my repeated explanations, and the refund history that is clearly visible in my account. 

XXXX XXXX, XXXX Exhausted by repeated attempts to have Apple Goldman correct their error I am seeking alternative action. 

Requested Resolution : Investigate whether Goldman Sachs is continuing the same dispute mishandling practices previously cited by the CFPB. 
Require Goldman Sachs and Apple to correct the billing error and stop attempting to collect {$780.00}. 
Provide restitution for the misapplied charge and the stress, time, and burden caused by this prolonged mishandling. 

I am preparing to pursue legal action through New York small claims court. I am also happy to provide supporting documentation, including the original charge, refund records, correspondence, and my formal demand letter. 

Thank you for your time and attention.

Company response to consumer: Closed with explanation