Consumer complaint received 2025-09-24 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:
Credit Card Company Goldman Sachs Apple XXXX Failed to Resolve Fraudulent Charge which I have repeatedly disputed. 

I am disputing a fraudulent charge of {$940.00} dated XX/XX/XXXX, from a merchant in XXXX, XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ), on my Apple Card ( issued by Goldman Sachs Bank USA ). I was physically in the United States on that date and have travel records proving this ( I arrived in XXXX on XX/XX/XXXX from XXXX and took a train to XXXX on the morning of XX/XX/XXXXXXXX  ). My travel records show that I did not arrive in XXXX until XX/XX/XXXX, which is when the approved charge for {$27.00} is dated, the day I rented a scooter from them. I also obtained confirmation directly from the merchant ( via XXXX ) that they have no record of any such charge. I have submitted this evidence multiple times through Apple Card customer support. Each time, Goldman Sachs temporarily removed the charge but then re-billed me after the dispute cycle closed, without providing any documentation or evidence supporting the validity of the charge. 

What happened regarding this fraudulent charge : I arrived in XXXX on XX/XX/XXXXXXXX  and I rented a scooter from this merchant for one day, which was XXXX Euros, or $ XXXX as charged on my credit card. They also held a deposit of XXXX Euros, which the merchant claimed on XXXX was returned. Almost a week later, on XX/XX/XXXX, I noticed a strange charge on my credit card for $ XXXX which had not appeared there before. It is dated XX/XX/XXXX, which is prior to when I even arrived in XXXX. I immediately contacted the merchant via XXXX ( their contact was listed online ), to ask what had occurred with this charge. On XX/XX/XXXX, the merchant found my invoice and confirmed that on XX/XX/XXXXXXXX  they charged $ XXXX and explained that while they had blocked a smaller amount for a security deposit, that amount was released and I was only charged for the scooter rental, not XXXX $ of course in his own words. The merchant was confused, asking So how could this happened? and said, Ask your bank, they will explain everything. So immediately then, on XX/XX/XXXX, I submitted my original dispute for this transaction. 

Timeline of disputes ( Each dispute after the original occured on the same day Goldman Sachs re-charged me for the fraudulent amount after declining my dispute which coincidentally always occurs on the same end date as their re-investigation. Notice the cadence of the dispute dates. : XX/XX/XXXXXXXX  Original dispute regarding this charge XX/XX/XXXXXXXX  Re-dispute after Goldman Sachs tried to charge me for this fraud charge again. 
XX/XX/XXXX Third dispute submitted after I was charged for this transaction yet again I asked why my disputes continued to be rejected and the support XXXX responded that there was no evidence to substantiate the claim despite the fact that I had submitted substantial evidence since my first dispute. I also voiced my concerns that I had already disputed this charge twice before and requested an escalation for this investigation but I do not believe I was granted one. I also requested a permanent removal of this charge which did not occur. 
XX/XX/XXXXXXXX  Fourth dispute of this charge. I once again asked the support specialist that this dispute be taken seriously and looked at with extra care, but that did not happen. I re-submitted my evidence. 
XX/XX/XXXX Fifth dispute of this charge. I once again voiced that I had disputed the charge multiple times and requested an escalation but I was not granted one, the support specialist merely replied, I would love to have further options to dispute. I re-submitted my evidence. 
XX/XX/XXXX Sixth dispute of this charge where I again re-submitted my evidence. This is when I lost faith in the Goldman Sachs dispute team and decided to escalate this issue outside of the bank, filing this complaint here with the CFPB. 
XX/XX/XXXX The date of my formal letter to Goldman Sachs demanding resolution for this charge which asks for ( 1 ) permanent removal of the fraudulent charge ( 2 ) written confirmation that my account will not be held liable for unauthorized transactions and ( 3 ) copies of all documentation relied upon in re-billing me. 

This demonstrates a failure to conduct a good faith investigation, as required under the Fair Credit Billing Act ( FCBA ), and appears to be an unfair or deceptive practice. Goldman Sachs has left me liable for a significant fraudulent charge in the amount of {$940.00} despite clear proof that the transaction is invalid. It was not authorized and is clearly fraudulent.

I am requesting the CFPB require Goldman Sachs Bank USA to : Permanently remove the fraudulent charge. 
Provide documentation supporting their claim if they continue to insist the charge is valid ( which it most certainly is not ). 
Confirm that my account will not be held responsible for unauthorized transactions.

Company response to consumer: Closed with non-monetary relief