Consumer complaint received 2024-11-03 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:
My Apple Card by Goldman Sachs got hacked when I used my card to purchase a flower wall from a vendor on XXXX on XX/XX/XXXX called XXXX- they are apparently a fraud site but their website looks legitimate. 
After those transactions I started getting fraudulent charges multiple times a day. They were always rejected and my card number was updated automatically. This went on for a few weeks. 
Then on XX/XX/XXXX, I get a call from an unknown number and they say they are with Goldman Sachs fraud Department. They ask me to verify the last 4 of my social to verify Im me. Then they start asking me questions about the fraudulent charges, they knew several specific transactions so it seemed legit. They tell me they are going to reset my card and fix the problem. They ask me to give them some of the info on my card- like the current number, expiration date. They put me on hold a lot. It seemed suspicious so I hung up. They called back and I to prove it wasnt fraud they sent me a verification code from Apple. Im busy trying to get ready for a graduation party and very annoyed so I give them the verification code- this was apparently the code needed to buy the XXXX they charged to my account. I hung up on them and texted Apple customer service when I saw the message to activate my new XXXX and. I asked to close my account but they said that wasnt necessary and we opened the 1st charge dispute. I changed my passwords. There were additional fraudulent charges over then next several weeks and everything was declined except the XXXX charge. I got a temporary credit then you found me responsible for the XXXX. I re-opened the dispute on XX/XX/XXXX and sent documentation in the Apple chat as they asked me to, talked on the phone with several customer service people but never anyone ln the fraud department, you can not speak to them. The customer service team said to upload screenshots of the initial wallflower purchase, call logs and text messages. I also wrote out the events as they happened. 
My card was then made inactive, I did not request for that to happen. I can not see any of my transaction history and the only way to reload the card in my Apple wallet is to remove the card which will delete all history. I refuse to do that even though they told me it would be ok if I did. I reopened the dispute for the 3rd time on XXXX as I got an email on XX/XX/XXXX saying I was found responsible for the purchase. They have now told me that I cant submit evidence via screenshot in the text chain but need to send PNG, PDF or JPEG files. Ive asked to speak to someone in the actual fraud department but am told thats not possible. 

Whoever called me impersonating Goldman Sachs knew what questions you ask to verify identity. They knew the charges on my card. They were able to send a fake verification code that looked like Apple from a quick glance. I find it very suspicious that the only charge that is not denied is the Apple charge., Goldman Sachs said they did their due diligence and Apple gets the revenue on a fraudulent purchase. Its a win-win for them. 

I did not buy or authorize any purchases for an XXXX. I am not paying for it. Based on what my time is worth, Ive probably spent more than {$1200.00} but I will continue to dispute this on principle of large organizations taking advantage of their customers and not having transparent support for these types of activities.

Company response to consumer: Closed with monetary relief