Consumer complaint received 2026-03-31 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: FL

Complaint narrative:
Company this complaint is about : Goldman Sachs Bank USA XXXX Apple Card issuer ) Related company ( merchant ) : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( XXXX ) XXXX On XX/XX/XXXX, I was charged {$7500.00} on my Apple Card ( issued by Goldman Sachs Bank USA ) by XXXX XXXX XXXX, XXXX ( " XXXX '' ), a tax resolution firm in XXXX, California. I hired XXXX to provide IRS tax resolution services and up to two years of tax preparation for a total tax liability of {$29000.00}. XXXX failed to deliver the services I paid for. Their only actions were filing two routine IRS authorization forms ( Form 2848, Power of Attorney, and Form 8821, Tax Information Authorization ) standard intake paperwork that takes minutes to complete. XXXX did not negotiate with the IRS, did not file any resolution petition ( Offer in Compromise, Penalty Abatement, etc. ), did not prepare any tax returns, and did not achieve any reduction or resolution of my tax liability. XXXX demanded an additional {$8900.00} via wire transfer just 15 days after charging {$7500.00}. On XX/XX/XXXX, XXXX XXXX ( " Attorney Staff Manager '' at XXXX ) emailed me wire transfer instructions requesting {$8900.00} be sent to a XXXX XXXX account. The shift from credit card to wire transfer, a method with no consumer dispute protections, is a hallmark of predatory schemes. I refused to pay. They said they would not file my XXXX taxes and I would have to do so on my own. The IRS confirmed XXXX never contacted them. Alarmed by the additional {$8900.00} demand, I contacted the IRS directly to verify what XXXX had done on my behalf. The IRS confirmed it had no record of XXXX XXXX XXXX contacting them or requesting any documents related to my account. During our initial joint call with the IRS, I had personally requested a 30-day extension while on hold. When XXXX later called me, they were not even aware of this extension, proving they were not tracking my case or communicating with the IRS despite claiming to represent me. I had to hire a replacement to do the work XXXX was paid to do. On XX/XX/XXXX, I hired XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( XXXX, XXXX ) and paid them {$1200.00} to prepare my XXXX tax return, a service that was explicitly included in my {$7500.00} agreement with XXXX. Goldman Sachs denied my dispute twice without adequate explanation and has withheld the merchant 's evidence from me. I have filed two prior disputes with Goldman Sachs regarding this charge. Both were denied without providing me with the specific evidence or reasoning relied upon to conclude the charge was valid. I formally requested a copy of XXXXXXXX XXXX XXXX XXXX response and supporting documentation from XXXX XXXX so that I could meaningfully respond. To date, I have not received this information. I am being asked to defend myself against a charge while being denied access to the evidence used against me. Under 15 U.S.C. 1666 ( a ) ( B ) ( ii ), the creditor must provide a written explanation of the reasons for its determination, along with documentation of evidence relied upon. This has not been done. I have now filed a third appeal ( dated XX/XX/XXXX ) as a formal Billing Error Notice under the Fair Credit Billing Act. I note that in XX/XX/XXXX, the CFPB ordered XXXX XXXX and Goldman Sachs to pay over {$89.00} XXXX for systematic failures in handling Apple Card customer disputes, including failures to investigate disputes in accordance with federal law. My experience mirrors the patterns identified in that enforcement action : my disputes appear to have been resolved in favor of the merchant based on the existence of a signed contract, without any meaningful investigation into whether the contracted services were actually performed. XXXXXXXX XXXX business practices also raise independent concerns. Their contract includes a clause that deems the full {$7500.00} fee " immediately earned in full '' if the client contacts the IRS directly, designed to prevent clients from discovering that XXXX is doing no work. It also includes a {$1200.00} " dispute processing fee '' for any client who initiates a chargeback, designed to discourage consumers from exercising their legal rights. Furthermore, XXXX provided me with a link to download my completed, signed contract that link now returns a 40 4 error. XXXX is denying me access to my own signed agreement, raising serious concerns about evidence spoliation. The XXXX XXXX XXXX XXXXXXXX, and XXXX contain multiple complaints from other consumers d escribing the same pattern of large upfront fees with minimal or no work performed. I am struggling financially with this {$7500.00} balance on my Apple Card. I paid for services that were never delivered, I was pressured for nearly {$9000.00} more, and I had to pay another professional {$1200.00} to do what XXXX was already paid to do. I am requesting a full reversal of this charge.

Company response to consumer: Closed with explanation