Consumer complaint received 2026-05-19 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: WI

Complaint narrative:
I am filing this complaint because Goldman Sachs failed to properly investigate my billing dispute and reversed it without providing any detailed evidence or explanation, despite the overwhelming proof I submitted showing the merchants own admission and contractual refund obligation. Around, the end of XXXX of 2024 I disputed the {$10000.00} charge dated XX/XX/year> from XXXX XXXX XXXX and have continued to dispute this charge due to lack of communication from Goldman Sachs and the continuation of contradicting my proof/evidence. The transaction receipt clearly shows it was manually Keyed at XXXXXX/XX/XXXXCDT before my electronic signature approval at XXXX CDT the same day ( see attached Signature Certificate, Reference XX/XX/XXXXXXXX ). This directly violates the merchants Terms of Service section stating they will not charge until proper authorization, as well as the clause allowing recovery of any payments made in error. I provided Goldman Sachs with irrefutable evidence proving my entitlement to a full refund under the merchants own XXXXday conditional refund policy ( Page XXXX of XXXX of the agreement ) : The policy states that if I complete all XXXX eligibility requirements within XXXX ( XXXX ) days ( XXXX ) XXXX personal Networking Coach sessions, ( XXXX ) XXXX approved professional photos, ( XXXX ) XXXX private events using the program steps, and ( XXXX ) 33 % of the XX/XX/XXXX Core Protocol I qualify for a full refund if requested within XX/XX/XXXX days. On XX/XX/year>2024, the merchants representative XXXX XXXX ( XXXX ) sent me a text message explicitly admitting : You have done and completed the footsteps of the program and youre saying its not working. Im sorry brother I can not give a refund for a reason like that. ( See attached screenshot, timestamped Fri, XX/XX/XXXX at XXXXXX/XX/XXXX ) This admission proves I fully completed the required tasks. The merchants stated reason ( its not working ) is irrelevant under their own clear XXXXday refund policy. Despite submitting this conclusive evidence ( including the highlighted contract language allowing recovery of payments made in error ), Goldman Sachs reversed my dispute without any written explanation or detailed evidence of what they relied upon. I am asserting claims and defenses under 15 U.S.C. XXXXi against the card issuer arising out of this credit card transaction. The merchants breaches of its own terms, refund policy, and improper pre-authorization charging give me the legal right to withhold payment. In addition, Goldman Sachs handling constitutes a Procedural Error under XX/XX/XXXX Rule XXXX ( Required Merchant Agreement Terms ), as all terms of service and refund disclosures were required to be properly provided prior to the keyed transaction in which the merchant failed to do so clearly proven within the keyed transaction timestamps. Under the Fair Credit Billing Act, the issuer must conduct a reasonable investigation and provide a written explanation when denying a dispute. They failed to do either.

Company response to consumer: Closed with explanation