Consumer complaint received 2025-06-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
On XX/XX/XXXX, I noticed a charge on my Apple Card for {$190.00} that I did not make nor authorize. On XX/XX/XXXX, I immediately contacted Apple Card via the wallet app to report the charge. It took me to their Apple Card text messaging where I chatted with an agent and gave them all of the information and disputed the charge. I had my card and my devices in my possession, and no one had authorization to make any charges, nor did I share any of my information with anyone. However, I had recently purchased a new Apple phone about 6 weeks prior where I had to add my Apple Card to the wallet app, which is possible how my information was retrieved. Apple Card replaced my digital card, and I also changed my Apple ID password to prevent any future unauthorized transactions. On XX/XX/XXXX, I also received an email from a company called XXXX XXXX with an order number and the items that were charged to my card. The company did not have a phone number, so I responded to the email at XXXX, to let them know that I did not place any order with them, that my card was fraudulently charged, to reverse the charges and cancel any orders in my name. The company responded the same day at XXXXXXXX XXXX  and their response was " We recommend that you continue working directly with your bank or credit card company to resolve this matter. They will be able to investigate the transaction and handle the charge reversal process. '' I went back and forth through email with the company over the next 2 weeks and was told that I did not cancel my order in time, within their 12-hour window. I told them I did not place any order and that I contacted them immediately after receiving their email that I placed an order and well within their 12-hour window. I continued to receive emails that my order was processing, that it was delayed due to storms in XXXX and then on XX/XX/XXXX, that my order was delivered. I did receive a package from USPS on XX/XX/XXXX that had no company name, only XXXX XXXX, CA with a XXXX XXXX, CA address that happens to be a USPS location. I refused the package, and it was returned to sender. I also emailed the company again to let them know the package was refused and to reverse the charges. I never received a response and looked up the website of the company and there was no longer any active website for the business, clearly a scam. I did some research and found that this so called " XXXX XXXX XXXX '' operates in XXXX and many people posted on XXXX XXXX that they were scammed by this fake company. The company had operated under several names with several different websites for each company name that they used, XXXX XXXX, XXXX XXXX, and XXXXXXXX XXXX, all the exact same website format but they would shut down the site and then operate under a different business name. On XX/XX/XXXX, I filed a police report with my local police agency and have not received any updates as of yet. I provided them with all of the information also provided here and to Apple Card, yet Apple card has denied my three disputes ongoing since XX/XX/XXXX, and I currently have a fourth dispute that is pending. I have sent all the emails with this fraud company including the fact that I notified the company within two hours of receiving their email that I placed an order, which I told them to cancel but they did not. I refused the package that was mailed to me, sent the tracking information to Apple Card of the refused package, and all the fraudulent names and websites the company was using yet it appears that Apple Card/Goldman Sachs are either not receiving and/or reviewing all the evidence that I have submitted, 24 items total, or they just do not care about fraud. They continue to deny my dispute and send me autogenerated emails stating, " Based on our review, the original decision will remain because there is no evidence to substantiate the claim. '' Clearly, there is evidence to substantiate the claim and my other credit card companies have reversed fraud charges with much less evidence. I am the one that has had to do all the investigation into this charge and Apple/Goldman are clearly not concerned with fraudulent charges to their consumers ' credit cards. Lastly, each time Apple Card denied my three disputes, I requested that they send me all information that was used to deny my dispute and they advised they would mail me the information. To date, I have never received anything from Apple/Goldman Sachs regarding the denial of my dispute. I urge anyone to not do business with Apple Card as they do not take fraud seriously. They have completely mishandled fraudulent charges as evidenced by CFBP. If you do a XXXX search you will find many other consumers who have had the same experience. I have had multiple credit cards with other banks over 36 years and have never had an issue when dealing with fraudulent charges being reversed and the bank is usually the one to alert me about suspicious charges.

Company response to consumer: Closed with monetary relief