Consumer complaint received 2024-02-26 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: CA

Complaint narrative:
XXXX XXXX XXXX ( " XXXX XXXX '' ) operates a subscription service business for personal care products that violates the XXXX  XXXX XXXX XXXX and the United States Restore Online Shopper Confidence Act. 

After I ordered a sample product set from The XXXX, XXXX XXXX violated the above laws and their own guidelines ( failing to afford me either a XXXX or a XXXX " trial of the sample products before charging my card for a full set of products ) by charging me for a full set of products that was never ordered. 

Prior to the full set being shipped, I canceled my account and orders with The Company via a tedious multi-page process for EACH INDIVIDUAL PRODUCT. The XXXX nevertheless shipped the full set and ( days prior to shipping ) charged me {$250.00} for the products I never ordered. 

I immediately contested the charges with my credit card company ( Apple Card ) and proceeded to attempt to resolve the situation directly with XXXX. Eventually, XXXX agreed to refund my money upon return of the products. 

I immediately shipped the unopened box of products back to XXXX, AND XXXX confirmed receipt of the products, AND XXXX said my refund would be processed asap. 

XXXX then sent me XXXX separate emails over the course of the next week and a half stating that my bank ( Apple Card and Goldman Sachs ) were blocking XXXX 's attempts to refund my money because I had not taken the transaction out of " dispute '' status with Apple Card. 

When I contacted Apple Card about XXXX 's assertions, Apple Card informed me that XXXX was lying and that dispute status would not affect an attempt to refund money AND that Apple Card advised me strongly not to withdraw the dispute, as this was a common tactic of companies facing disputed charges to get the dispute removed and then fail to refund the money anyway. 

I let the dispute stand, and I sent the Apple Card rep screenshots of XXXX 's emails showing their " attempt '' to refund my money. The Apple Card rep assured me that this would be sufficient to resolve the dispute in my favor. 

The Apple Card rep further informed me that there was no way for me to submit evidence directly to Apple Card or Goldman Sachs regarding the dispute. 

Apple Card and Goldman Sachs denied my dispute a few days later, and I was able to reopen the dispute and obtain a mailing address and an email address to submit evidence. 

I thereafter submitted a five-page letter with twenty-one separate exhibits demonstrating all of the above facts to Goldman Sachs via both XXXX and regular mail. 

I subsequently sent at least XXXX additional emails requesting some form of a response from Goldman Sachs that my submission had been received. No response was forthcoming. 

After about XXXX month, I then emailed and mailed a letter via Certified Mail, Return Receipt Requested, to Goldman Sachs begging them to respond and to let me know if they needed any other information from me to resolve this dispute in my favor. No response was ever received. 

A few days later, I received a terse email with no details that simply stated that my dispute had been denied and that I would be stuck with the {$250.00} charge for goods that were returned to XXXX AT XXXX 'S REQUEST AND WITH XXXX 'S PROMISE OF A FULL REFUND. 

All of this was in the materials I submitted to Goldman Sachs. 

After this bit of lunacy, I reopened the dispute for a THIRD TIME with an Apple Card rep who told me the dispute would now be " escalated '' to ensure that " managers '' at Goldman Sachs would review the dispute. 

That is where things stand now, but I hold out little hope that Apple Card, or Goldman Sachs, or XXXX XXXX will do the right thing. This is theft and fraud by XXXX, and Apple Card and Goldman Sachs are aiding and abetting XXXX to perpetrate it. 

If this third dispute is not resolved favorably, I have already spoken with a class-action firm that is interested in pursuing cases against all three companies. 

The XXXX further lied in submissions to my credit card company about a number of facts.

Company response to consumer: Closed with monetary relief