Consumer complaint received 2025-06-26 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: NJ

Complaint narrative:
I originally made a booking for a " Luxury Condo with City View near XXXX XXXX '' in XXXX through my apple card, with a company called XXXX ( company similar to XXXX XXXXXXXX ). Upon check-in, I was relocated by the property agent to a different accommodation situated 20 minutes away from the original booking. This new property was not only far from luxurious but also in a run-down condition. It was dirty, noisy, and not ready for check-in as the cleaner was still tidying up after previous guests. Furthermore, it was missing several promised features and amenities. I have photos and videos documenting the condition of the accommodation, and I would be happy to provide these as evidence.

I did not receive the accommodation I paid for, which is why I was requesting a chargeback for this purchase. I tried contacting XXXX, the original merchant, and they agreed with the evidence that what the property agent moved me to another location that i did not book, but would not return my money since the property agent was not refunding them... This was the reasons for my chargeback with Apple Card : - Substantial Deviation from the Original Booking : The new accommodation was significantly different from what I had booked. It was not a " luxury '' condo, and the location was far from the original property, which affected my stay and plans for other activities in the city ( in which i was only there for 24 hours for ).

- Poor Quality and Condition : The new accommodation was dirty, noisy, and not ready for check-in. The unit was not cleaned properly, and it lacked several features and amenities that were promised in the original listing.

- Failure to Provide the Promised Service : I did not receive what was promised in my booking, which is why I believe a refund is warranted under consumer protection laws.

In a previous attempt to resolve this dispute with XXXX, I was informed that the decision favored the merchant based on their claim that " all sales are final '' per their Terms and Conditions. I would appreciate clarification on how a merchant 's Terms and Conditions can override US consumer protection laws, which require refunds when services are not provided as expected or promised. Just because they say all sales are final, does/ should not allow them to rip customers off Upon being moved to the new accommodation, I immediately contacted XXXX for assistance. Unfortunately, they did not respond to my calls or messages through their website. They later refused to issue a refund, citing the vendors refusal to do so, which is why I am pursuing a chargeback.

Anytime i have raised a dispute claim with XXXX for the charge back, they dismiss my case without providing reasoning or justification. I have submitted evidence and proof of my dispute and they still dont explain or provide reasoning why a decision was taken. Whenever i call up and speak to an agent, they say i have a valid claim ... and then i wait weeks on end for the claim to go through, and just cancelled without any recourse to speak to an agent or an explanation Thank you for your time and assistance.

In the attachments below, you will see confirmation of a booking at one address, the property agent providing check in instructions for a different location which was not what was booked, and confirmation from the merchant that they will not refund due to the property agent not refunding them

Company response to consumer: Closed with monetary relief