Consumer complaint received 2025-06-06 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: AL

Complaint narrative:
On XXXX I purchased an XXXX XXXX via the XXXX website. There was a special promotion where I was to receive a {$100.00} XXXX gift card and {$100.00} deducted from my purchase. Upon receipt of the XXXX I immediately returned it because I found one at a much cheaper amount. On XX/XX/XXXX, n I answered a call on my cell phone that was from Goldman Sachs informing me that I had a past due account with them that was the result of the XXXX purchase in XXXX. I was on this call over an hour trying to understand how I had a {$120.00} balance on an account where the merchandise was returned. I was advised that I was sent {$100.00} Apple Gift Card and I was being billed for it! I explained to the representative that, ( a ) I returned the merchandise ; and ( b ) I never received a gift card. I agreed to send a check for the outstanding balance while the matter was being investigated. I was told that I would need to contact Apple to discuss the transaction because Goldman Sachs did not have access to the original transaction. However, she explained that I could see the {$100.00} gift card in my Apple Wallet.. Upon checking Apple Wallet, I discovered there was no gift card there. I called Goldman Sachs back and was told I would have to pursue the matter with Apple. After 30+ minutes of my time i was told that the gift card was sent to me and that it had been used. They could not tell me who used it but it was sent to my securely to my email address, therefore, I was the only person who could have used it. I requested that Apple and Goldman Sachs send me physical copies of the monthly statements since I had not received any communication, except the phone call. Upon receiving the statement I copies I discovered that they had been e-mailing all of the correspondence to the wrong email address and thats where the gift card was sent electronically. Apple says Im responsible for the debt because I must have given them the email address. However, I have a copy of the original order and it has the CORRECT email address of XXXX. I am at my wits end with Goldman Sachs and Apple. I have spent no less that 10 hours on the phone and providing written correspondence with Goldman Sachs and Apple. Goldman Sachs says they cant initiate any action to zero out my balance which is why I paid itto value my credit. They keep reporting me to the Credit Reporting agencies, calling me weekly, calling my husband whose name is not on the account ( plus hes XXXX yrs old and gets very agitated when someone calls about something he knows nothing about ), yet no one wants to do anything except send me statements and a validation letter ( XXXX pages ) that does nothing but recap what occurred. Apple does not want to accept the responsibility that, somehow, the wrong email address was used to send the gift card. Goldman Sachs says they cant do anything but collect a debt that I did not incur.

Company response to consumer: Closed with explanation