Consumer complaint received 2026-03-17 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: CA

Complaint narrative:
I am filing a complaint regarding the handling of a credit card dispute by Apple Card, issued by Goldman Sachs Bank USA. On XX/XX/2025, I purchased for the amount of {$1100.00} for a pair of prescription glasses from XXXX using my Apple Card. The glasses turned out to be defective. When I returned to the store to address the issue, the merchant acknowledged the problem but refused to provide a refund. Instead, they insisted that the only option was to repeatedly replace the glasses with the same model, even though I explained that the defect appeared to be related to the product itself. The merchant also retained my purchase receipt at the time of the transaction in order to apply the warranty and never returned it. No printed receipt, warranty documentation, or insurance policy terms were provided to me. When I later attempted to obtain my receipt through their website, I was unable to access my purchase information. I made multiple attempts to resolve the issue directly with the merchant between XX/XX/2025 and XX/XX/2025, including speaking with the store manager, XXXX, and making several follow-up calls. The merchant refused to provide documentation, refused to provide warranty terms, and refused to process a refund. I also emailed the company directly. The only response I received was an automated message stating that someone would contact me, but no representative ever followed up. Because the merchant refused to resolve the matter, I filed disputes with Apple Card. I have filed approximately six disputes related to this transaction. Each time I explained the situation in detail and cooperated fully with the dispute investigation. Despite this, the Apple Card dispute department repeatedly ruled in favor of the merchant without providing meaningful explanation or addressing the issues raised. Representatives stated they would document the situation and review it carefully, but no supervisor escalation or proper investigation appears to have occurred. Requests to escalate the issue were denied and promised callbacks never occurred. As a result, I have been left responsible for paying for defective merchandise while the merchant has refused to provide documentation and the card issuer has repeatedly sided with the merchant. Under the Fair Credit Billing Act, consumers have the right to dispute charges for defective goods or goods not delivered as agreed. In this case, the merchandise was defective, the merchant refused to provide a reasonable remedy, and the dispute process did not adequately address the situation. I am requesting that Goldman Sachs reopen the dispute, conduct a proper investigation, and issue a credit for the defective merchandise. I am also requesting that the CFPB review the dispute handling practices used in this case, including the failure to properly investigate the claim and the inability to escalate the matter to a supervisor.

Company response to consumer: Closed with explanation