Consumer complaint received 2025-10-29 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: OH

Complaint narrative:
I am filing a complaint regarding multiple mishandled disputes on my Apple Card ( issued by Goldman Sachs Bank USA XXXX. These problems stem from two separate incidents that have remained unresolved since XX/XX/year>, despite clear documentation proving the charges should not have been added to my balance. 

Incident XXXX XXXX XXXX XXXX Flight Cancellation Dispute Case Numbers : XXXX XXXXXXXX XXXX ( {$140.00} ) XXXX XXXX  Trip Protection ( {$66.00} ) XXXX XXXX XXXX  ( {$370.00} ) XXXX XXXX XXXX ( {$370.00} ) I booked a trip through XXXX. XXXX split the transaction into three separate charges : two flight charges and one Trip Protection. I had to purchase early bird with southwest separately as I did not know XXXX would do this and not allow purchase of early bird while making the flights. All were pending when the flight and early bird was cancelled. 

XXXX confirmed no funds were collected on their end as the card never had time to charge because it was cancelled and that the pending charges would fall off. I have documentation from both XXXX and XXXX showing that the flight was canceled. 

Goldman Sachs correctly credited the EarlyBird and Trip Protection disputes, but denied the two flight-related disputes with the statement : Based on available information, we determined that the merchandise has been delivered or the service has been provided in accordance with the merchants terms and conditions. 

All four charges are tied to the same canceled near sequential transactions, and the credits already issued confirm the trip was not completed. The two {$370.00} charges were handled inconsistently. 


Incident XXXX XXXX Refund XXXX Reconciliation Error Dispute Case Numbers : XXXX Southwest ( {$570.00} ) XXXX XXXX  ( {$570.00} ) A separate flight was purchased for {$1100.00} and initially declined, then split into two charges of {$570.00} each. The flight was canceled, and XXXX issued full refunds for both charges. 

Goldman Sachs issued provisional credits during the dispute process. When the refunds posted, the credits were not reconciled correctly. Instead, one provisional credit was reversed and re-added as a new charge to my account even though the refund cleared which kept having me call and speak to customer service to only repeatedly be told that this shouldnt be happening and the only way to fix it was to reopen the dispute case each time and each time provide the same proof of it being charged, credited, refunded, all on the card. 

This created a reconciliation error : the merchant refunds and provisional credits offset each other and should have resulted in a net XXXX balance. Instead, one {$570.00} charge remains, and the same error repeats each time the dispute is revisited. 

I have receipts and correspondence from XXXX showing both refunds were processed, and all transactions went through my Apple Card.

Company response to consumer: Closed with explanation