Consumer complaint received 2025-07-03 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: NY

Complaint narrative:
Timeline of Events XXXX Orders with Seller XXXX Customer : XXXX XXXX Total Paid : {$5000.00} across three orders Platform : XXXX XXXX : XXXX ( now removed from XXXX ) Type of Work This was not a physical product, but a digital web development-style project. XXXX was hired to create custom, high-resolution XXXX interactive virtual tours and floor plans that I could upload directly to my website. These tours were meant to show ADA-accessible homes in detail, viewable as XXXX web embeds ( like XXXX ). 

Because this was 100 % digital, the outcome depended entirely on the sellers ability and willingness to complete the files. 
No shipping delays. 
No chance of buyers remorse. 
The seller simply did not deliver the final digital product as agreed. 

Timeline XX/XX/XXXX, XXXX Initial Project I hired XXXX for a XXXX virtual web tour project, provided architectural plans, ADA specs, reference images, and paid {$2200.00} upfront. 

The seller promised XXXX interior and XXXX exterior panoramas at XXXX resolution within a week. 

XX/XX/XXXX Delivery Issues & Extra Charges XXXX delivered incomplete drafts at lower quality ( XXXX vs promised XXXX ) and ignored many of the ADA design specs. 

Instead of correcting these under the original contract, he demanded {$730.00} more. I compromised and paid an extra {$400.00} just to ensure it would be finished. 

XX/XX/XXXX Second Project Starts While First Still Unfinished XXXX began a second XXXX web tour for a new floor plan ( " XXXX '' ), while still working on edits for the first project. 

I paid {$2200.00} upfront again, with clear instructions to prevent repeats of past mistakes. 

Late XXXX XXXX : Same Problems Again The second project had many of the same issuesmissing tile, no grab bars, closet built wrongdespite my detailed plans. 

I requested only minor corrections, directly tied to what was originally agreed. 

XXXX XX/XX/XXXX : Seller Becomes Rude & Abandons Both Projects XXXX responded by calling my style annoying, refused more work unless paid again, and ultimately stopped replying completely. 

This left me with both projects unfinishedthe first one still waiting for revisions I already paid extra for, and the second one abandoned entirely. 

XX/XX/XXXX XXXX Position XXXX acknowledged the seller is no longer on their platform, so I have no way to resolve it with him. 

However, they still refused to issue a refund, instead suggesting I start over with a new seller and pay even more. 

Dispute Attempts with My Credit Card Over the past two years, I have filed multiple disputes with my credit card company. 

Each time, they were denied for insufficient evidence, not because my claim lacked meritsimply because these digital service disputes are harder to prove with traditional documents. 

I have since gathered clear timelines, message logs, and order histories that show the seller was paid, failed to deliver, and ultimately abandoned the projects.

Company response to consumer: Closed with monetary relief