Consumer complaint received 2024-07-16 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: GA

Complaint narrative:
I made NO new purchases from XXXX XXXX on XX/XX/year>. I did NOT make any purchases at all from XXXX XXXX on XX/XX/year>. I did NOT authorize anyone to use my Apple Card account to make any purchases on XX/XX/year>. However, I was charged {$1600.00} on XX/XX/year> without an explanation, causing me to believe a bad actor had breached my Apple Card account and made unauthorized purchases. I immediately reported the transaction and my suspicions to Apple Card. 

After that charge was put back XXXX months after I notified Apple Card, and since I had made no purchases from the Apple Store on XX/XX/year>, I deduced that XXXX had erroneously charged me for a return that I successfully completed a few weeks prior to XX/XX/year>. The exact date of the successful return was XX/XX/year> to XXXX agent, XXXX. 

XXXX sent a replacement phone in exchange for my originally purchased, XXXX-covered phone because the speaker phone sound quality made it difficult for callers to hear or to understand me during calls using the speaker phone feature. XXXX sent the replacement phone with a box and return label connected to XXXX XXXX account and instructions stating it must be returned to XXXX XXXX XXXX XXXX XXXX before XX/XX/year>. I called XXXX and asked if I could take it to the XXXX XXXX directly, but the XXXX representative stated it can ONLY be returned to XXXX. Therefore, I successfully delivered the phone to XXXX, the agent of XXXX, on XX/XX/year> using the box and return label provided by XXXX. 

I delivered the phone inside a XXXX  location at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year> using the label and box provided by XXXX, and XXXX scanned the package into the system. XXXX designated XXXX as their XXXX XXXX XXXX XXXX XXXX  ) shipping point authorizing XXXX to be equivalent to returning the device to an XXXX XXXX thus XXXX took ownership of the device on XX/XX/year> when XXXX, the agent of XXXX, admittedly took possession of the package on XX/XX/year>. 

I have documentation from XXXX and from XXXX that XXXX, being the XXXX shipping point of XXXX, took possession of the device on XX/XX/year>. The same documentation from XXXX shows that XXXX days after XXXX took possession of the package on XX/XX/year>, XXXX moved the package to a different location in XXXX, Georgia on XX/XX/year>. The next day, while in XXXX  possession, on XX/XX/year>, XXXX reported a delivery exception which according to XXXX : A delivery exception means your package is temporarily delayed while in transit due to unavoidable circumstances. The reason could be inclement weather, a natural disaster, a vehicle issue like a flat tire, or other conditions. All these stated events took place AFTER XXXX, being the agent of XXXX and the Apple-designated XXXX  Shipping Point for Apple, had taken possession of the package, and XXXX had taken ownership of the device. 

XXXX had all of this information about this return because the XXXX  label was generated by XXXX on XX/XX/year> on their account with XXXX according to information from XXXX. Yet, on XX/XX/year>, I was charged {$1600.00} without any explanation from XXXX, but I made NO purchases from XXXX XXXX on XX/XX/year> and had successfully returned the device to XXXX on XX/XX/year>. 

XXXX stated in their email : *A temporary charge would expire when device was returned. ( Documentation attached ) ( I successfully returned the device on XX/XX/year>, but XXXX breached their promise of removing that charge ). ( Documentation attached ) *An email would be sent to let me know if there is to be a charge. ( XXXX breached their promise of sending an email to inform me of a charge related to returning the device. I never received such email ). ( Documentation attached ) *The transaction with the replacement device would be covered by warranty or XXXX. ( Documentation attached ) The merchant, XXXX, stated that I would not be charged when the device is returned before XX/XX/year>, yet XXXX charged me anyway without any notification after I had successfully returned the device on XX/XX/year> to Apples agent and designated XXXX shipping point, XXXX. 

Note that the XXXX return label was created on the same day the email was sent from XXXX to me stating that the device should be returned by XX/XX/year> with specific return instructions and that it would be covered by warranty, or by XXXX agreement, which I had purchased when I bought the original device. 
( Documentation attached ). 

In conclusion : *I successfully returned that device the exact way I was instructed by XXXX XXXX I completed my delivery obligations therefore I am not responsible for nor liable for XXXX nor for their chosen XXXX shipping point, XXXX, handling of their property which is the package containing the returned phone using the box and return label connected to XXXX  account with XXXX provided by XXXX once XXXX and XXXX have taken possession of said property, which XXXX, the agent of XXXX, took possession on XX/XX/year>. Once I completed my instructed delivery obligations mandated by XXXX to XXXX agent, XXXX, I am no longer responsible for risk of loss. 

XXXX NEVER informed me there would be a charge as XXXX stated in their email to me that they would do, which is a breach of promise from XXXX XXXX 

*I made NO purchases from the XXXX XXXX on XX/XX/year>. 

*This charge never should have been placed on my account because XXXX XXXX ownership of the device when the device was successfully delivered, per XXXX instructions, to XXXX XXXX shipping point, XXXX, on XXXX XXXX account on XX/XX/year>. XXXX charged for a successful return to XXXX agent, XXXX  before XX/XX/year> is a breach of promise from XXXX. 

*I should never be charged for a successful return that I completed on XX/XX/year> to XXXX chosen agent.

Company response to consumer: Closed with monetary relief