Consumer complaint received 2025-05-18 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

Complaint narrative:
On XX/XX/scrub>XXXX XXXX XXXX we attempted to book tickets for travel to XXXX including our taking our XXXX XXXX XXXX Initially we were booked on XXXX XXXX through the XXXX website. Then, XXXX informed us that they do not accept XXXX XXXX XXXX Our reservation was then changed to XXXX. XXXX told us that they could not accept our travel dates as there was no cargo service on weekends. So, we changed to ticket dates. Then we were told that XXXX XXXX  ' crate size was too big and XXXX could not accept our XXXX XXXX XXXX 

Through numerous phone calls, we were unable to complete the booking. My husband, XXXX XXXX XXXX, XXXX emailed a complaint to XXXX about the various stories we received and the issues we had. XXXX agreed in the response to our complain to refund our tickets. 

I also contacted XXXX several times and they responded each time that the company had to determine if they received the payment before issuing a refund. 

I disputed the transaction with Goldman Sash 's via my Apple Card. GS asked for the same information at least five times. The email verifying the refund was to be granted was provided to GS multiple times. GS kept delaying a response and finally stated that the charges are valid and I will have to pay for them. 

We canceled the tickets with XXXX! These charges should be removed! 

Here are the transaction dates and amounts : XX/XX/year>. {$1300.00} XX/XX/year>. {$1300.00} XX/XX/year>. XXXX XXXX - Requested Cabin upgrade XX/XX/year>. XXXX XXXX - Requested Cabin upgrade here is a copy and paste of the email from XXXX saying that the tickets could be refunded. 

Sunday, XX/XX/scrub>XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX  Subject : XXXX : XXXX number : XXXX D a t e : Sunday, XX/XX/year> at XXXXXXXX XXXX Eastern Daylight Time F r o m : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  : XXXX Get Outlook for XXXX From : XXXX XXXX XXXX Sent : Thursday, XX/XX/scrub>XXXX XXXX XXXX XXXX To : XXXX XXXX Subject : XXXX Case number : XXXX Dear XXXX XXXX : We acknowledge reception of your e-mail in reference to your request. We apologize for the inconvenience. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX o r i XXXX Animals are not permitted in the cabin ( XXXX XXXX on flights to XXXX, or in the hold ( XXXX ) on flights XXXX XXXX From XXXX XXXX No-reply XXXX Sent : Thesday.XXXX XXXX XXXX XXXXXXXX from XXXX XXXX XXXX XXXXXXXX and To XXXX XXXX a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX is pet in the hold requested and it is on the waiting list. 
We have reviewed that it is not possible to transport XXXX XXXX in cabin and XXXX XXXX in hold from XXXX XXXX XXXX XXXX  on your flight date. In this case, we recommend you to contact XXXX XXXX to transport them as cargo. 
XXXX XXXX XXXX For the inconvenience caused, we have authorised you to exchange or refund your reservation without cost. 
Please, contact our Customer Service by phone to confirm the cancellation of t XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX your booking. 
We reiterate our most sincere apologies. 
Kind regards, XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief