Consumer complaint received 2025-04-10 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: NV

Complaint narrative:
Formal Notice of Arbitration and Escalation of Mishandled Fraud Disputes Goldman Sachs Bank USA To Whom It May Concern, This letter serves as both ( 1 ) a formal escalation of a consumer protection complaint against Goldman Sachs Bank USA ( " the Bank '' ) related to mishandled fraud disputes on the Apple Card, and ( 2 ) a formal reiteration of my Notice of Intent to Arbitrate, which was previously sent by certified mail in accordance with the binding arbitration clause in the Apple Card Customer Agreement. 

I. Summary of the Dispute I have disputed XXXX ( XXXX ) unauthorized Apple Card transactions totaling {$3200.00}, all of which were wrongfully denied despite substantial documentary evidence indicating fraud. These disputes date back to XX/XX/XXXX and have been reasserted no fewer than XXXX times across multiple channels. Despite this, the Bank has failed to conduct a good faith investigation, provide a reasonable explanation, or comply with its obligations under federal law. 

The transactions in dispute are as follows : {$1300.00} XXXX XX/XX/XXXX {$1200.00} XXXX XX/XX/XXXX {$350.00} {$75.00} {$69.00} {$190.00} Goldman Sachs acknowledged a processing error and resolved in my favor The remaining {$3000.00} in disputed transactions were denied after repeated attempts to provide conclusive documentation that the charges were unauthorized. 

XXXX. Evidence Submitted I submitted merchant order confirmations provided directly by the merchants that confirm the merchandise for at least XXXX major transactions was shipped to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, California XXXX This individual is not me. I have no affiliation or relationship with this person or address. 

Additionally, I submitted my Nevada driver license issued by the XXXX, which confirms that my physical and billing address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX The name and shipping address tied to the transactions do not match my legal identity, Apple XXXX, or account records. 

XXXX. Legal Basis for My Claims Goldman Sachs is in clear violation of the following statutes : A. XXXX XXXX Billing Act ( 15 U.S.C. 1666 ) The Bank has not met its burden of proof to demonstrate that I authorized the transactions or benefited from them. I provided direct contradictory evidence, and under FCBA, the burden of proof rests with the creditor, not the consumer.

B. Regulation Z ( 12 C.F.R. 1026.13 ) The Bank is required to conduct a reasonable, good faith investigation and respond with a written explanation of its findings. The repeated use of generic denial language such as no evidence to substantiate the claim is not sufficient under federal law, particularly in light of the documentation I submitted. 

XXXX Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) 12 U.S.C. 5531, 5536 The Banks continued failure to consider material evidence, refusal to reverse charges, and pattern of denial without proper justification constitutes an unfair and deceptive practice that harms me and potentially other consumers.

IV. Pattern of Bad Faith The Bank has reopened and closed these same disputes multiple times over XXXX years, most recently in XXXX and XX/XX/XXXX, and in at least XXXX instance closed the dispute less than 24 hours after reopening. 

Supervisors acknowledged that disputes were escalated, but outcomes remained unchanged, with no explanation provided. 

The Bank continues to claim that " no suspicious or unauthorized activity was found '' while ignoring merchant records and identity verification evidence. 

V. Formal Notice of Intent to Arbitrate As required under the Apple Card Customer Agreement, I previously sent a written Notice of Intent to Arbitrate via certified mail to the Banks official contact address. I now reiterate this notice formally and unequivocally : If this matter is not resolved within XXXX calendar days of the Bank 's receipt of my mailed notice, I will proceed to file a formal arbitration demand through the XXXX XXXX XXXX XXXX XXXX XXXX and will seek the following remedies : Full reimbursement of {$3000.00} Any associated interest, fees, or penalties Reimbursement of arbitration filing and administrative costs Additional statutory damages as permitted under the FCBA, Regulation Z, and UDAAP A permanent correction of any credit reporting impacts caused by this mishandling VI. Relief Requested I request that Goldman Sachs : Reverse the {$3000.00} in unauthorized charges Refund any fees or interest assessed due to these transactions Issue written confirmation acknowledging that these charges were resolved in error Review internal practices to ensure future compliance with FCBA and Regulation Z VII. CFPB Oversight Requested I urge the CFPB to assess whether Goldman Sachs conduct in this case reflects a systemic issue in its dispute resolution practices. The use of templated denials in the face of strong third-party documentation may reflect widespread consumer harm. 

XXXX. Ongoing Commitment to XXXX and Legal Redress Please be advised that I am fully committed to pursuing this matter to its lawful conclusion. I will not abandon or withdraw these claims under any circumstances until a full and appropriate resolution is reached. Should Goldman Sachs Bank USA continue to disregard its statutory obligations and the factual record, I will escalate this matter through every available forum, including but not limited to : - Binding arbitration under the Apple Card Customer Agreement - Additional complaints to the Consumer Financial Protection Bureau - Referral to the Office of the Comptroller of the Currency and state regulatory agencies- Legal action, if necessary, under applicable federal consumer protection statutes The Bank has had more than sufficient opportunity to correct this mishandling in good faith. Any continued refusal to resolve the matter on the basis of the clear, verifiable evidence already submitted will be treated as willful noncompliance. I am fully prepared to seek not only reimbursement but all additional damages and remedies afforded to me under law. 

Thank you for your attention. I am fully prepared to proceed with arbitration and will escalate this matter through every available legal and regulatory channel if it is not resolved fairly. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation