Consumer complaint received 2026-03-05 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: TX

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Goldman Sachs Bank USA, the issuer of the Apple Card, regarding repeated mishandling of a dispute for an unauthorized charge on my account. This issue involves fraudulent use of my virtual card number, persistent reversals of provisional credits, and attempts to hold me accountable for charges I did not authorize or make. On XX/XX/XXXX, an unauthorized transaction in the amount of {$220.00} appeared on my Apple Card statement. The charge was processed through a ticketing site called XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX in XXXX XXXX, California. I did not authorize this transaction, nor did I make any purchases from this merchant. I reside in XXXX Texas and have not traveled to California since XXXX, making it impossible for me to have been physically present or involved in this purchase. I believe my virtual card number was stolen and used fraudulently. Upon discovering the charge, I promptly disputed it with Apple Card services, which are managed by Goldman Sachs. A provisional credit of {$220.00} was initially applied to my account on or around XX/XX/XXXX, as a Balance Adjustment - Dispute Provisional Adjustment. However, this credit has been repeatedly reversed and reapplied without resolution, leading to ongoing confusion and financial strain. Subsequent adjustments include : A reversal ( debit ) of {$220.00} on XX/XX/XXXX. Another credit of {$220.00} on XX/XX/XXXX, followed by a reversal on the same day. A credit on XX/XX/XXXX, followed by a reversal. Most recently, a credit applied approximately 4 hours ago ( as of my current time ), but based on the pattern, I anticipate further reversals. These repeated adjustments suggest that Goldman Sachs is not adequately investigating the dispute and is instead cycling the provisional credit in a manner that attempts to shift responsibility back to me for the fraudulent activity. Despite providing evidence of the unauthorized nature of the chargeincluding my location far from the transaction site and lack of travelthey continue to deny permanent resolution in my favor. Under the Fair Credit Billing Act, I am entitled to a thorough investigation of disputed charges and protection from liability for unauthorized use of my credit card. Goldman Sachss handling of this matter appears to violate these protections by failing to resolve the dispute in a timely manner and by repeatedly removing the provisional credit without sufficient justification. I request that the CFPB investigate this complaint, require Goldman Sachs to permanently credit my account for the {$220.00} fraudulent charge, cease any further reversals, and ensure compliance with federal consumer protection laws. Additionally, I ask for any applicable penalties or remedies to be imposed to prevent similar issues for other consumers. The merchant was also contacted and provided me part of an email address used to make the purchase. I did not recognize the email address.

Company response to consumer: Closed with monetary relief