Consumer complaint received 2025-07-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
I am filing this complaint against Goldman Sachs ( Apple Card ) regarding their mishandling of a fraud dispute involving over {$4000.00} in unauthorized transactions from PrizePicks ( XXXX XXXX ). Despite multiple disputes filed since XX/XX/year>, the bank has sided with the merchant, provided vague and templated responses, and now reversed the charges back onto my account all while closing my account entirely and marking my record with fraud concerns. 

I did not initiate these transactions, and this spending behavior is completely inconsistent with my account history. I maintain a XXXX XXXX XXXX, have always managed my account responsibly, and have never had a pattern of gambling or high-volume charges like this especially in such rapid succession. 

Whats worse is that Im now being treated like a liar by the very institution that should protect its cardholders. XXXX has failed to provide meaningful fraud protections and simply provided IP addresses and device IDs as evidence but that is not enough. IPs and device IDs can be spoofed or reused by unauthorized users. Goldman Sachs accepted this with no deeper investigation, and I was given no access to detailed findings, no appeal process, and no transparency. 

Although the merchant provided geolocation and IP data that matches my general location and device, this does not prove I personally authorized the transactions. The platform lacks two-factor authentication or detailed login audit trails that could confirm intent. I live in a shared household where device access is possible, and I did not knowingly or intentionally make these purchases. 

The bank only responded with templated denial letters citing internal fraud protocols and refused to provide specific transaction-level detail or evidence. They also gave no explanation for closing my account during the dispute, and I was not informed of any right to appeal. 

After denying my dispute, Goldman Sachs closed my account, which has now left me with no ability to manage or defend myself against the returned charges. This is unfair, emotionally draining, and financially damaging. I am still dealing with the anxiety of having to pay for something I never approved. There is no justification for the way this was handled. If they truly investigated my case, they would see the clear red flags and history of legitimate use. 

This has gone on for months, and it needs to stop. I am respectfully requesting : A complete reversal of the disputed charges, which were not authorized. 
A full explanation as to why my account was closed while my fraud claim was unresolved. 
An investigation into Goldman Sachs use of templated denial letters and lack of meaningful fraud investigation. 
That this complaint be reviewed under the Fair Credit Billing Act and Regulation Z, as I was denied a reasonable dispute review. 

Ive done everything right. I protected my identity, reported the issue quickly, and followed up repeatedly. Now Im being punished for someone elses actions. 

Please help resolve this before it causes more harm to my financial well-being.

Company response to consumer: Closed with explanation