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: NJ

Complaint narrative:
Goldman Sachs denied my dispute XXXX times despite clear evidence that the charge was invalid. I was forced to resolve the issue directly with the merchant myself, and the merchant ultimately refunded the charge, confirming that it was not owed. Goldman Sachs is now refusing to reverse the interest and fees that accrued while the invalid charge remained on my account. I am filing this complaint regarding Goldman Sachs handling of interest and fees associated with an invalid credit card charge, even after the merchant admitted the error and issued a refund. The charge at issue relates to a stay at XXXX XXXX XXXX XXXX XXXX XXXX that was paid in full using XXXX XXXX points. Despite this, my Apple Card was charged {$1200.00} on XX/XX/year>, resulting in double billing. I disputed this charge with Goldman Sachs and provided extensive documentation, including proof that XXXX XXXX XXXX points were deducted to pay for the stay. Despite this clear evidence, Goldman Sachs denied my claim XXXX separate times, each time asserting that the charge was accurate. Because Goldman Sachs failed to properly investigate the evidence I submitted, I was forced to take this matter into my own hands and pursue resolution directly with the merchant. After significant effort, persistence, and investigation on my part, I was able to demonstrate the error to XXXX, and the merchant ultimately issued a refund, confirming that the charge was not owed. Had Goldman Sachs conducted a proper review of the evidence when I first submitted my dispute, I would not have had to spend months working directly with the merchant to recover my funds. While the principal amount was eventually credited, Goldman Sachs refused to reverse the interest and fees that accrued while the invalid charge remained on my account. Goldman Sachs has stated that the interest is not obligated to be returned because the merchant refund was voluntary and not the result of a formal bank dispute. I am attaching Goldman Sachs written response confirming this position. This reasoning is incorrect and unreasonable. The merchant refund was not voluntary in any practical sense it occurred only after my own extensive efforts to correct the error that Goldman Sachs failed to properly investigate. The interest and fees accrued solely because an invalid charge remained on my account, and retaining those amounts continues to financially penalize me for a billing error that was not mine. Whether the refund was ultimately processed by the merchant or through a bank dispute does not change the underlying obligation to correct the account as if the charge never occurred. Retaining interest and fees tied to an invalid transaction does not meet fair billing standards. Financial Harm Because Goldman Sachs allowed this invalid charge to remain on my account : Interest and related finance charges accrued unnecessarily I incurred financial harm despite acting promptly and providing clear documentation I was forced to spend substantial time and effort resolving an issue that the bank should have properly investigated when the dispute was first filed

Company response to consumer: Closed with explanation