Consumer complaint received 2024-12-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
THE CUSTOMER SERVICE REPS IN THE DISPUTE DEPARTMENT HAVE LIED TO ME FOR THE LAST MONTH ABOUT THE STATUS OF A FRAUDULENT CHARGE ON MY CREDIT CARD ACCOUNT TELLING ME EACH TIME I HAVE CALLED FOR AN UPDATE IT WILL BE RESOLVED IN 30 DAYS. On XX/XX/year> a vendor called Perfect Cleaners made an unauthorized charge on my Goldman Saks Apple Credit Card. I contacted Goldman Saks regarding this unauthorized charge on XX/XX/year> and was told specifically that if the Perfect Cleaners did not provide proof that the charge was authorized WITHIN 30 DAYS the unauthorized charge would be removed from my account permanently. I asked during the phone call if anything else would be needed from myself and I was told NO. There is no way Perfect Cleaners will be able to provide proof of this unauthorized charge because I never authorized the charge. I called Goldman Sachs XXXX XXXX during the month of XXXX and into XXXX for an update and EACH TIME I WAS TOLD THE CASE WOULD CLOSED UPON LACK OF PROOF OF AUTHORIZATION OF THE CHARGE AND THE CHARGE WOULD BE REMOVED FROM MY ACCOUNT WITHIN 30 DAYS OF MY FILING. Goldman Saks can review every single call regarding my account and hear for themselves exactly what was said. Today, XX/XX/year>, when I called to confirm this has been permanently refunded and removed from my account I was hung up on by off shore customer support agents REPEATEDLY who did not wish to provide me with any service on my account whatsoever. I did get a gentleman by the name of XXXX at XXXX point who filed a complaint on my behalf telling me that in no way are customer support reps supposed to hang up on customers. I called today 4 times beginning at XXXX XXXX and the last call being XXXX minutes which began at XXXX XXXX. I was on the phone for approximately XXXX minutes attempting to get appropriate assistance on this today. At one point I was told that the customer service reps I spoke with during the month were in fact wrong, apparently they should have told me it takes 90 days to resolve unauthorized charges. However, that is not what I was told by numerous agents throughout XXXX and XX/XX/year> each time I called to address my concerns. It has been the most unprofessional experience Goldman Saks has allowed me to go through and I wish to file a complaint at the highest level. I want the calls listened to and I want the unauthorized charge handled the way I was told it would be. I am in the process of pulling my phone records from XX/XX/XXXX through today in the case I need to make additional complaints so that each and every time I was told 30 days will be confirmed by somebody other than myself. Upon speaking with a rep at the XXXX XXXX XXXX XXXX I was told to do my due diligence and file this complaint before I follow up with a filing with their office. I am doing that now. I expect resolution immediately as the the mistruths Goldman Saks has been telling me with regards to my bank credit card account. Goldman Saks has lied to me from the beginning of my filing over this fraudulent charge and I want it addressed.

Company response to consumer: Closed with explanation