Consumer complaint received 2026-03-26 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: IL

Complaint narrative:
I am filing a complaint regarding an Apple Card ( issued by Goldman Sachs Bank USA ) dispute for a {$2300.00} transaction from XXXX ( XXXX XXXX XXXX XXXX dated XX/XX/year>. The order was originally placed on XX/XX/year> and finalized on XX/XX/year> after a phone call with the merchant regarding an upgrade to the purchase. I never received a final updated invoice or written confirmation reflecting the full total after that call. The merchant claims the package was delivered on XX/XX/year> at XXXX PM, but I did not receive the package, no one at my residence signed for it, and no delivery notification was left. The only proof of delivery provided was a XXXX document showing delivered with an illegible signature and no delivery photo. I contacted XXXX directly regarding tracking number XXXX. On XX/XX/XXXX, XXXX XXXX Department informed me in writing that, for security reasons, they are only able to continue or provide investigation details to the shipper/account holder, identified as XXXX XXXXXXXX XXXX ( the merchant ). XXXX advised me to contact the merchant because I am not authorized to access or continue the investigation myself. I contacted the merchant regarding this issue and informed them that I had not received the package. I let them know that if the issue was not resolved, I would be filing a dispute. I then attempted to resolve the matter through Goldman Sachs. I requested that the situation be reviewed given that XXXX requires the shipper to continue the investigation and that I was unable to obtain further verification on my own. XXXX had previously opened an investigation ( XXXX XXXX XXXX ), but it was closed because the merchant did not provide complete information. Based on my understanding, the merchant has the ability to pursue claims or protection related to lost or missing shipments, but no action was taken that allowed this matter to be resolved. I disputed this transaction with Goldman Sachs through Apple Card. The dispute and re-investigation were both denied. Goldman Sachs stated that the merchant provided sufficient documentation showing the merchandise was delivered in accordance with their terms and conditions. However, I was blocked by XXXX policy from obtaining further XXXX evidence, and the merchantthe only party authorized to continue the investigationdid not cooperate in a way that allowed the issue to be verified. Additionally, part of the charge includes an extended warranty. Because I never received the camera, the warranty could not be activated, used, or tied to a serial number, meaning that portion of the charge represents a service not provided. I am requesting a full refund of the {$2300.00} transaction. I paid for merchandise that I did not receive, and I was unable to complete the investigation due to XXXX restrictions while the merchant did not take the necessary steps to verify delivery.

Company response to consumer: Closed with explanation