Consumer complaint received 2024-01-14 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: NY

Complaint narrative:
XXXX XXXX XXXX I am submitting this complaint again because I started a dispute with my Apple credit card by Goldman Sachs for a {$4000.00} payment made to Caught a Deal a contracting company on XX/XX/XXXX that did not provide the service agreed upon or completed any job as described. The dispute was reversed despite having submitted evidence that supports my claim and Goldman Sachs Bank USA ( the " Bank '' ) failed to consider the facts, dates, order, and sequence in which the events happened. 

Bank Response to my first complaint : Goldman Sachs Bank USA ( the " Bank '' ) received the above-referenced complaint related to the Apple Card via the Consumer Financial Protection Bureau ( `` CFPB '' ) Complaint Portal on XX/XX/XXXX. The Bank appreciates the opportunity to address the concerns raised by XXXX XXXX  ( the " Customer '' ) related to a transaction dispute with the Merchant Caught a Deal in the amount of {$4000.00}. 
The Bank conducted an investigation and confirmed no Bank error occurred. The Customer initially disputed the transaction on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The Bank applied a temporary credit while the dispute was investigated. Based on the investigation and a review of the evidence provided, the Bank resolved the dispute in favor of the Merchant. The evidence confirmed the Customer was provided with the Terms and Conditions and a contract which were both signed by the Customer. The Customer advised the Merchant that there was a hard time finding funding for the project and the Customer requested to delay the project until additional third-party funding could be found. During this time the Customer filed transaction disputes with multiple financial institutions against the Merchant. As a result, the Merchant pulled the work supplies from the property and ceased work until the transaction disputes could be resolved. The Customer 's evidence was insufficient in showing what damages occurred, or the Merchant was unwilling to work with the Customer. As a result, the temporary credit that was applied to the Customer 's account was reversed on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The Bank sent the Customer an email detailing the dispute outcome. The Customer should contact the Merchant directly with questions or concerns related to the transaction. Based on the above details, the Bank kindly requests for this complainttobeclosed. 

My Respond : Payments made to the merchant were always on time. According to the contract signed, XXXX XXXX of the total cost had to be made at the start of the project. The number of payments made was greater than XXXX XXXX at all times to a point in which payments reached XXXX XXXX of the whole project cost within a week. Since we understand there were additions to the project with no work order submitted by the way, my brother did not know any better than accepting these additions with no work order submitted and despite these additions, my brother was able to keep up payments at a XXXX XXXX rate. 


The merchant was always requesting more funds and he came out with reasons that later on were found to not be true. despite the merchant requesting more funds my brother 's payments were always at 70 %. You must understand that additional costs were incurred with the progression of the project. Later on, we found out that no work was completed even the additions did not start and the project was not even close to the finish line. Damages were caused by the contractor for bad labor at the property and he did not know how to orchestrate the project. A licensed inspector came to the property right after my brother saw he was the victim of fraud he inspected the property and at the same provided a written letter giving a direct comparison to what the contractor or merchant was supposed to complete. 


The consumer never advised the merchant to delay the project. My brother was being pushed to get more funds when he already paid 71 % of the total cost upfront. My brother has this property as a rental in which he does not live he relied on the merchant and believed the contractor was doing the job. The house is 2 hr away and my brother 's only mistake was to trust that the contractor was completing the job when in reality he was not. Pictures, inspection report, and letter from the inspector signed by the home inspector and letterhead were submitted to Apple card. it seems like they did not review them. In a new dispute, Dispute case number XXXX XXXX  we provided a detailed narrative of events explaining what happened. Detailing dates in which payments were made and showing that at the first week, my brother already paid the total cost of the project that later on had additions, and again despite this, he kept payment at 70 % and the contract states that XXXX XXXX at the start of the project and 50 % at the completion of the project. NO PROJECT WAS COMPLETED The consumer did not file transaction disputes with multiple financial institutions against the merchant while he was working as the merchant states. My brother started the disputes right after he realized he was the victim of fraud. Right after he saw that no work was done at his property when he went to the property on XX/XX/XXXX, he then started the disputes. The merchant made the customer believe he was working at the property all the months previous XXXX and came out with reasons to request more funds when the contract stated that 50 % was to be paid at the start and 50 % at the end. Please, also know that the contract itself does not comply with New Jersey XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX pointed out the contract issue. 


The customer told the merchant in an email that he was officially terminated from the job on XX/XX/XXXX, when the merchant reached out to my brother on XXXX XXXX XXXX XXXX XXXX XXXX about the disputes. Please, know that the merchant has not worked any more at the property since the beginning of XXXX XXXX the merchant misled my brother by making him believe he was working and for this reason, induced him to provide more payments telling him that he pays more upfront will easy the project and will result in getting better pricing. He is fabricating the facts and Apple card failed to review the documents and failed to see the dates on which the events occurred. I just provided in an email sent as of today XXXX XXXX XXXX  a document named Detail Narrative of Events in hopes Apple Card can review and see the sequence and order in which the events happened. Apple Card should review the document named pictures and videos. Also, review the inspection report and letter from the home inspector to find out what was not completed and the damages caused by the fraudulent contractor. Please, also consider the emails in which the contractor asked my brother for more money telling him that he was going to release any and all claims and the property when in reality no claims and no lien were applied because he did not complete the job, he was threatening my brother in hopes my brother gave him more money, these were tactis and in this case intimidation as well as telling my brother he was getting evicted because he missed payments. My brother all this time thought he had almost completed the work project and this is why he was trying to send more payments whenever the merchant requested them despite the fact my brother knew he was not supposed to according to the contract of just providing 50 % at the start, but my brother wanted to accommodate and truly believed the contractor, my brother was misled again. The contractor was asking for more money when no work was completed at all. I asked Apple Card to please look at the facts. I am including bank statements from the other source of payments made to the contractor to prove that payments were always made on time and that the merchant stopped working because he couldn't get more money out of my brother. The last tactic the merchant used was the settlement offer and my brother was convinced he was at fault and truly thought the work project was almost completed this is why my brother sent the last {$2000.00} payment, later found out when he visited the property that the merchant did not do almost anything and neither completed any work and caused damages for bad labor. Therefore, the merchant stopped working not because of the disputes my brother initiated. He had already left the work unfinished before my brother started the disputes. 

PLEASE, PRIORITIZE READING THE DETAILED NARRATIVE OF EVENTS DOCUMENT AND REVIEW BANK STATEMENTS AND CREDIT CARD STATEMENTS TO LOOK FOR CAUGHT A DEAL OR XXXX XXXX CO LOOK AT THE PAYMENT DATES AND CORROBORATE WITH THE FACT THAT PAYMENTS WERE GREATER THAN 50 %. NO PERMITS WERE PULLED BY THIS XXXX EITHER. ALSO, REVIEW EMAIL CUSTOMER WITH XXXX XXXX XXXX 

Payments were directed to the merchant as :. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief