Consumer complaint received 2026-01-09 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:
On XX/XX/XXXX, I noted a transaction on my Apple Credit Card for the amount of {$2400.00} under the merchant name of XXXX. I immediately reported the charge to Goldman Sachs and disputed the amount charged on XX/XX/XXXX. Goldman Sachs accepted my request same day and temporarily reversed the charge while they investigated the transaction. 

On XX/XX/XXXX, I received notification that Goldman Sachs determined that the transaction was legitimate and they reinstated the charge on my card. On XX/XX/XXXX, I called Goldman Sachs to find out more information regarding their investigation into the fraudulent charge. I spoke with a woman on the phone who looked into the investigation and she explained that XXXX provided documentation regarding the charge. The XXXX  documents showed the charges, the address to which the package was delivered, and the name of the person who ordered. The Goldman Sachs representative noted that the documents showed a different address to mine and to an individual that was not me. She asked if I knew the person who the item was delivered to and I explained that I did not. She noted that she was not sure why the investigative team did not notice these discrepancies and said she would re-open my dispute. This representative explained that she would send me all documents pertaining to the investigation and I never received them. My dispute was reopened on XX/XX/XXXX and the charges were again temporarily credited to my account. 

On XX/XX/XXXX, Goldman Sachs determined that the charges were, again, not fraudulent and that I will be responsible for the charges. On XX/XX/XXXX, I called Goldman Sachs again and spoke with a representative named XXXX. I asked XXXX if he could explain the reason that Goldman Sachs determined the charges were legitimate. He explained that the charges were deemed to be used for a received service. I explained that I did not complete this transaction. XXXX said he will re-open the dispute and escalate the investigation to a supervisor. I asked XXXX how I could provide proof of a service that I did not receive. He asked if I gave my card to anyone else and if I had physical possession of the card. I never gave my card to someone else to use and the physical card is kept in a safe in my residence, so I dont even carry the physical card with me. 

I have XXXX faith that Goldman Sachs will rule in my favor and will eventually decide that I was responsible for these charges. XX/XX/XXXX was around XXXX and I did not patronize any businesses during this time. Goldman Sachs has also been unable to provide me a location where my card was used. Goldman Sachs has also not provided me with any documentation regarding the investigation or the documents provided by XXXX to explain the charges. I find this to be in bad faith and I am very distrusting that this matter can be resolved without involving an outside entity such as the CFPB or legal measures.

Company response to consumer: Closed with explanation