Consumer complaint received 2025-05-15 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:
Dear CFPB Representative, I am writing to formally escalate an ongoing and unresolved dispute I have filed multiple times with Apple Credit Card ( Goldman Sachs ). Despite submitting this dispute over five times, including with a letter from my attorney, it continues to be closed without resolution. I am deeply frustrated by the lack of action and the dismissive treatment of a legitimate consumer protection issue. 

Background This dispute concerns a single one-night XXXX  rental, which resulted in XXXX separate charges due to XXXX  internal billing structure : Dispute Case Number : XXXX Transaction Date : XX/XX/year> Merchant : XXXX  Disputed Amount : {$160.00} Temporary Credit Issued : {$160.00} Dispute Case Number : XXXX Transaction Date : XX/XX/year> Merchant : XXXX  Disputed Amount : {$300.00} Amount Re-Billed : {$300.00} The XXXX  rental was grossly misrepresented and fell far short of basic standards : The photos on the listing did not match the reality. 

The unit was unclean, with ripped and cut sheets and a buckled, unsafe floor. 

The overall condition was not livable, especially for a family with XXXX young children. 

After a full day of travel, we arrived tired and immediately realized the property was unacceptable. The host admitted it would take XXXX hours to get new sheets and address the cleanliness. That was not a viable option given the condition of the space and our childrens exhaustion. I took photos of the ripped sheets and quickly left to find a hotel. We were there only brieflylong enough to realize the listing was not as promised. 

Efforts Made I contacted XXXX, who acknowledged the situation was bad, but said refunds were up to the host. 

The host refused to refund, insisting I should have waited hours for her to respond. 

I escalated to Apple Credit Card, who denied my disputeeven after I provided supporting photos and legal correspondence. 

Ive called numerous times, been reassured, and then ultimately dismissed. 

My Position Apple has failed to uphold their duty to protect consumers. I have spent over a year trying to resolve this fairly, yet I have been treated as if my request is unreasonable. This was a one-time incidentthe first dispute Ive ever filedand it has been met with repeated rejection despite clear evidence and good-faith efforts. 

Request for Relief I am asking the CFPB to : Reopen and properly investigate this dispute.

Hold Apple Credit Card accountable for its failure to apply fair dispute resolution practices. 

Support a full refund of the total charged amount : {$460.00}. 

Final Thoughts Apple and XXXX would never expect their own families to stay in lodging that is unclean, unsafe, or misrepresentednor would they accept paying premium prices for such conditions. Yet, that is what they have asked of me. Rather than protecting me as a consumer, I was told I should have done a full photo session under distressing, time-sensitive conditions. That is not only unreasonableit is unacceptable. 

Thank you for your time and support. I am ready to provide any additional information you may need to bring this to a fair resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation