Consumer complaint received 2025-08-13 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:
On XX/XX/year> I bought pants on XXXX. A discount code showed in my cart but disappeared when I paid. I immediately placed a second order for the same item with the discount applied. Right after the first order, I contacted XXXX XXXX through its website chat and asked to cancel the first order. The agent confirmed cancellation and a refund in writing. 

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

I disputed the transaction for XXXX with the issuer. The issuer applied a temporary credit during review, then reversed it and closed the dispute in the merchants favor on the rationale that I had not provided proof of return. My dispute is not a return claim. It is a failure to honor a documented pre-shipment cancellation and a failure to process the promised full refund. 

On XX/XX/year> I used the Apple Card Wallet in-app chat to request both of the following under Regulation Z : the written explanation stating the specific reasons for the denial and copies of the documents the issuer relied upon. I received neither. On XX/XX/year> I filed a CFPB complaint. In their response the issuer again framed this as no proof of return and asked that the complaint be closed. They still did not furnish the relied-upon documents or provide a specific written explanation beyond that framing. 

XXXX issues presented XXXX. Failure to provide a written explanation that sets forth the specific reasons for denying a billing-error claim after request. 
XXXX. Failure to furnish copies of the documentary evidence relied upon after request. 
XXXX. Substantive misclassification of the dispute as a return issue rather than a failure to honor a confirmed pre-shipment cancellation and failure to process credit. 

What I am asking the CFPB to do XXXX. Instruct the issuer to produce, without delay, the written explanation of reasons for denial and the complete set of documents relied upon, including any merchant representment package, tracking or acceptance scans, policies cited, and XXXX worksheets or notes. 
XXXX. Require the issuer to identify the dispute category it used and reopen or re-adjudicate the matter under the correct category, which fits goods or services not delivered as agreed or credit not processed after cancellation. 
XXXX. Restore the XXXX credit or complete a fresh investigation using the correct frame once the relied-upon documents are produced. 

Evidence available to upload XXXX transcript with XXXX XXXX showing the agents written cancellation and refund confirmation and the timing relative to shipment. 
Both order confirmations for the same item with timestamps. 
Tracking history showing the first XXXX acceptance scan occurred days after my cancellation request. 
Record of the partial refund issued by XXXX XXXX. 
Screenshots of my XX/XX/year> XXXX chat requesting the reasons and documents, and the issuers closure message.

Company response to consumer: Closed with explanation