Consumer complaint received 2026-05-04 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:
CFPB Complaint Pattern of Noncompliance with Regulation Z ( Fourth Complaint ) Company : Goldman Sachs Bank USA Product : Apple Card Complainant : XXXX XXXX Prior CFPB Complaint Numbers : XXXX ( Filed XX/XX/year> ) XXXX ( Filed XX/XX/year> ) XXXX ( Filed XX/XX/year> ) -- - Summary This is my fourth complaint regarding Goldman Sachs Bank USAs refusal to comply with Regulation Z ( 12 CFR 1026.13 ). This complaint is not about the underlying disputed transactions. It is about a pattern of noncompliance and repeated refusal to provide the documentation required by federal law when denying a billing error claim. Goldman Sachs has responded to all three prior complaints with nearly identical template language and has refused to provide the documents relied upon in their decision. They continue to claim they conducted a holistic review and therefore can not provide merchant documentation. This is not a valid exemption under Regulation Z. I am requesting CFPB supervisory review, not another standard bank response. -- - Details of the Pattern 1. I have filed three prior CFPB complaints : XXXX XXXX XXXX XXXX. Goldman Sachs provided the same copyandpaste response to all three complaints. XXXX. In each response, the Bank states they can not provide merchant documentation because the investigation was based on a holistic review. XXXX. Regulation Z requires creditors to provide : The documents relied upon in denying a dispute A written explanation of the basis for the denial 5. Goldman Sachs has provided neither. 6. Their repeated refusal constitutes a pattern of noncompliance with 12 CFR 1026.13 ( d ) ( 1 ) and ( e ) ( 1 ). This is now a systemic compliance issue, not a single dispute. -- - Regulation Z Violations Goldman Sachs is failing to comply with : 1. 12 CFR 1026.13 ( d ) ( 1 ) Failure to provide the documentation relied upon in denying the dispute. 2. 12 CFR 1026.13 ( e ) ( 1 ) Failure to provide a meaningful written explanation of the basis for the denial. 3. Improper reversal of provisional credits Credits were reversed without providing the evidence used to justify the reversal. 4. Repeated refusal to provide required documentation despite multiple requests Three CFPB complaints have not resulted in compliance. -- - Requested Action I am requesting that the CFPB : 1. Escalate this matter for supervisory review due to repeated noncompliance. 2. Require Goldman Sachs to provide the documents relied upon in denying my disputes. 3. Require Goldman Sachs to demonstrate how their holistic review satisfies the requirements of Regulation Z. 4. Require the bank to show evidence that a reasonable investigation was conducted. 5. Require the bank to correct any violations identified. I am not requesting any information prohibited by law. I am requesting only what Regulation Z explicitly requires. -- - Why I Am Filing Again Goldman Sachs has now provided three identical responses to complaints XXXX, XXXX, and XXXX, none of which comply with federal law. This is no longer a customer service issue it is a regulatory compliance issue. I am requesting CFPB intervention at the supervisory level.

Company response to consumer: Closed with explanation