Consumer complaint received 2026-01-30 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: FL

Complaint narrative:
This complaint is a continuation and escalation of a prior CFPB complaint regarding a {$310.00} Apple Card transaction with the merchant XXXX XXXX. 

On or about XX/XX/year>, a charge in the amount of {$310.00} from XXXX XXXX posted to my Apple Card account. I disputed this charge through Apple Card/Goldman Sachs , as I did not receive adequate proof of authorization or documentation supporting the charge. Goldman Sachs initially applied a temporary credit while the dispute was under investigation.

During the dispute process, I submitted evidence and responded to requests from Goldman Sachs. I also requested that Goldman Sachs provide copies of any merchant documentation relied upon to evaluate and deny the dispute, including receipts, authorization records, contracts, invoices, or proof of service.

Goldman Sachs ultimately resolved the dispute in favor of the merchant and reversed the provisional credit. However, despite my specific request, Goldman Sachs did not provide any merchant-submitted documentation. Instead, the bank sent me copies of my own monthly billing statements, which do not constitute merchant evidence and do not demonstrate authorization, service completion, or charge validity.

In an effort to independently verify the charge, I personally contacted the merchant, XXXX XXXX. During that call, the merchant verbally admitted that they do not keep receipts or transaction records. I relayed this information during my attempts to resolve the dispute with Goldman Sachs. Given the merchants admission, there could not have been valid merchant documentation supporting the charge. 

I attempted to follow up with Goldman Sachs by phone regarding the lack of merchant documentation. During at least one call, I was placed on hold for an extended period of time without resolution or escalation. No meaningful explanation or corrective action was provided.

Additionally, my Apple Card account has since been closed, and I no longer have access to the Apple Wallet app or its messaging features. Despite this, Goldman Sachs continues to state that customers may submit dispute evidence through the Wallet app, without providing a reasonable alternative method for submitting evidence or receiving merchant documentation on a closed account.

I filed a CFPB complaint regarding these issues. Goldman Sachs responded by asserting that no bank error occurred and that the dispute was resolved due to a lack of evidence from the customer, while again failing to provide any merchant documentation. The bank requested that the complaint be closed despite not substantiating its determination.

I am disputing the validity of this conclusion. Without providing or producing merchant documentation particularly where the merchant admits no receipts or records are kept. I believe Goldman Sachs failed to conduct a reasonable investigation and failed to provide the information necessary for me to meaningfully review or challenge the outcome.

I am requesting CFPB review of Goldman Sachs dispute investigation practices, failure to provide supporting documentation, handling of a disputed balance on a closed account, and any interest or fees assessed while the charge remains disputed.

Company response to consumer: Closed with explanation