Consumer complaint received 2026-02-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: GOLDMAN SACHS BANK USA
State: NC

Complaint narrative:
This involves my Apple Card, a Mastercard through Goldman Sachs. 

On XX/XX/XXXX, my virtual card number, along with my address and email address, was used to purchase an item from XXXX XXXX, for in-store pickup. Simultaneously, I received a barrage of spam emails to that email account, from numerous email list subscriptions, wishing to confirm my request to be on various mailing lists. In that barrage of emails, I received an order confirmation email from XXXX XXXX for {$210.00}. I was unsure if that was from legitimate XXXX XXXX, or a scam website using XXXX XXXX logos. I was concerned that it showed my address and the last four numbers of my Apple Card. So I immediately checked my Apple Card transactions and saw that fraudulent charge. I used the phone app tools to note that claim as fraudulent and change my virtual card number. 

The next day, XX/XX/XXXX, I received an email from XXXX XXXX stating my order was ready for in-store pickup, and an hour later an email stating the item was picked up. This in-store pickup was in XXXX, Michigan. I live in North Carolina and was at work at the time. I made a card purchase at a gas station on the way to work, in XXXX, NC, two hours before the in-store pickup happened. 

I called Apple Card customer service ( on XX/XX/XXXX ) to verify they were taking action on my fraud claim, since I had seen the pickup emails. They confirmed the 'dispute ' was filed and I would hear from them if they needed any additional information. 

XX/XX/XXXX I received an email from Apple Card Customer Support stating " your Apple Card transaction dispute investigation is complete and the merchant charge ( s ) will remain on your account. '' For reason, it stated " Based on available information, we determined that the transaction was authorized. '' I called customer support that day. The representative told me he could easily reopen the dispute, and it could be that they missed something. I asked if they needed any documentation from me, and he said they would let me know if they did. 

XX/XX/XXXX I received an identical email that the charges would remain. This time with the reason " We further investigated the dispute and reviewed any additional information that may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. '' XX/XX/XXXX I called Apple Customer Service and they said again they could reopen the dispute. I asked about the 'no further evidence ' and the rep said I should have added whatever evidence I had ( even though previous reps had said I did not need to ). He advised I use the support chat bot to add photos/screenshots etc. I did so, adding screen shots of the emails I had received from XXXX XXXX, confirmation emails that I changed my passwords after seeing the fraudulent charge, and screenshot of my apple card activity showing I was in North Carolina when the XXXX XXXX item was picked up in Michigan. I called back to confirm that a customer service rep could see the evidence I uploaded. 

XX/XX/XXXX I received an email stating my dispute investigation was complete and charges would remain on my account, with the reason given : " We've reviewed your dispute and any additional information shared. Following this review, the original decision remains because our records indicate that the transaction was authorized. '' XX/XX/XXXX I called support and asked for a supervisor. I spoke with the supervisor at length. He said there were some questions listed in the case from the dispute team. They wondered why I had paid my monthly statements in XXXX, XXXX, XXXX, and XX/XX/XXXX ( he gave me the payment transaction dates ) if I thought my account was open to fraudulent activity. He also asked if I had changed my Apple account passwords on all devices linked to my Apple Pay account. I stated that I continued using my Apple Card after requesting the virtual card number change on XX/XX/XXXX and filing my initial fraudulent charge. I also confirmed that there were no other fraudulent charges other than the XXXX to XXXX XXXX. I had been watching my account carefully. Apple Customer Service, in XX/XX/XXXX confirmed that I could continue using my card as normal after having changed numbers, passwords, etc. I also questioned the supervisor about the Apple account password question, because I knew this purchase had been made with a virtual card number, not my Apple Pay account. The fraudulent purchaser did not have access to my Apple Pay account- they used my card number, address, and email. I had changed passwords on all my emails and with XXXX XXXX ( though the purchase was not made through my XXXX XXXX account ). I also complained about the fraud dispute process. The supervisor said the dispute team were a " back office '' team and could not be contacted. He offered to file a complaint and have a complain manager call me back. I said to do so. He said he was updating my dispute with all my narrative and information. 

XX/XX/XXXX I received a call from the complaint dispute manager. She heard my story and asked if I would like her to put my dispute claim through to the special investigation ( she used some phrase I don't remember ) group to look at it more closely. I said yes. She said I should hear back in a few days and she would be surprised if I received the same result. 

XX/XX/XXXX I received an email stating the charges would remain, with the reason, " We've reviewed your dispute and any additional information shared. Following this review, the original decision remains because our records indicate that the transaction was authorized. '' XX/XX/XXXX I called customer support and asked for a supervisor at XXXX EST. I requested to speak with someone who could actually talk to me about the fraudulent claim that day, or I would be terminating my account and I would refuse to pay the {$210.00}. The supervisor asked if I had heard any more from the complaint manager, and I said I had not since that initial call on XX/XX/XXXX which did not amount to much. He said a complaint manager would call be before the end of the day, that the complaint managers leave at XXXX ( not sure what time zone ). At XXXX EST I received the call from an Apple Card Manager while I was driving home from work. It went to voicemail as I was driving. I stopped and called the number given in the voicemail at XXXX EST. It was the standard customer service number. I spoke with a CS rep, then a supervisor and requested that a manager call me since I just missed their call. I wanted a call immediately. He said he could not guarantee that. I said I work and can not always answer my phone. If they will not give me a direct call back number, I need them to call me at a specific time. I requested them call me at XXXX EST on XX/XX/XXXX. He said they would. 

I called back a few minutes later and emphasized I wanted someone to call me immediately before they left for the day, since it was still before the hour ( XXXX EST, not sure their time zone ). And was told they could not guarantee that. 


XX/XX/XXXX I did not receive a call from Apple Card Support by XXXX EST. I called support and asked for a supervisor. I stated I needed to speak to a manager immediately. He said that was not possible. I detailed my problem again. He reiterated that the dispute management team was a 'back office ' team and that meant there was no way for me or for him to reach out to them directly. I asked specifically if the " dispute team '' were living humans, and not an XXXX system. He said that yes, they were people, they just did not have access via phone to talk with his team or with customers about disputes. I questioned him at length at the problems with the process, that the dispute team never interacted with the people filing the dispute. In multiple calls, over many minutes, I could never speak to anyone who had the power to actually affect my fraud report. I requested a complaint manager call me today, and I asked the supervisor to terminate my Apple Card account. I told him to notate that I would pay all of my outstanding account charges except for the {$210.00} fraudulent charge and that I would be filing a complaint with the Consumer Finance Protection Bureau. I complained with him at length about the particulars of my situation. He asked if I had ever provided evidence to my claim. I asked him to look at my account and tell me. He then found that I had submitted screen shots as mentioned. I confirmed cancellation of my account and terminated the call. 

The fraud claim process for Apple Card with Goldman Sachs is non-functional. As the customer, I am unable to speak to anyone who actually investigates and rules on the fraud claim decision. I have not been given a specific reason that they view the charge was authorized, or any opportunity to reply. 

I request help getting this fraud report substantiated and the charge removed from my account.

Company response to consumer: Closed with monetary relief