Consumer complaint received 2024-01-06 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:
Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date : XX/XX/XXXX Subject : Complaint against Apple Card and Goldman Sachs for fraudulent charges and improper credit adjustment To whom it may concern, I am writing to file a complaint against Apple Card and Goldman Sachs for their credit card account management practices, which I believe are fraudulent, deceptive, and unfair. I have been a loyal Apple Card customer since XX/XX/XXXX, and I have always paid my balance in full and on time. However, in XX/XX/XXXX, I noticed several unauthorized charges on my Apple Card statement, totaling {$1200.00}. These charges were made at various online merchants that I have never used or heard of. 

I immediately contacted Apple Card customer service and disputed the charges. They told me that they would investigate the matter and get back to me within 15 days. They also assured me that I would not be held responsible for the fraudulent charges and that they would temporarily adjust my available credit by the amount of the dispute. I was satisfied with their response and waited for their follow-up. 

However, after 15 days, I did not receive any update from Apple Card or Goldman Sachs. I called them again and asked about the status of my dispute. They told me that they had resolved the dispute in my favor and that they had removed the fraudulent charges from my account. They also said that they had sent me an email confirmation, which I never received. I asked them to resend the email, but they said they could not do that. I asked them to provide me with a written proof of the dispute resolution, but they said they could not do that either. They told me to check my Apple Wallet app for the details of the dispute. 

I checked my Apple Wallet app and saw that the fraudulent charges were indeed gone from my statement. However, I also noticed that my available credit was not restored to the original amount. Instead, it was reduced by the amount of the dispute, as if I had spent that money. I called Apple Card customer service again and asked them why they did not adjust my available credit properly. They told me that they had made a mistake and that they would correct it as soon as possible. They apologized for the inconvenience and asked me to be patient. 

However, after another 15 days, I still did not see any change in my available credit. I called Apple Card customer service again and asked them to fix the problem. They told me that they were still working on it and that they needed more time. They said that they had escalated the issue to their supervisor and that they would contact me when they had a solution. They apologized again and asked me to be patient. 

However, after another 15 days, I still did not see any change in my available credit. I called Apple Card customer service again and asked them to fix the problem. They told me that they were still working on it and that they needed more time. They said that they had no update on the issue and that they could not give me an estimated date of resolution. They apologized again and asked me to be patient. 

I am very frustrated and angry with Apple Card and Goldman Sachs for their poor handling of my dispute and their failure to adjust my available credit correctly. I believe that they are using technical means to falsify my account and to withhold my credit without any justification. I think that they are engaging in fraudulent, deceptive, and unfair practices that violate the Consumer Financial Protection Act and the Truth in Lending Act. I have tried to resolve this issue with them multiple times, but they have not been responsive, cooperative, or transparent. I have lost trust and confidence in them and I want to cancel my Apple Card account. 

Therefore, I am requesting the following actions from the Consumer Financial Protection Bureau : - Investigate Apple Card and Goldman Sachs for their credit card account management practices, especially with respect to the application of refunds, crediting of nonconforming payments, billing error resolution, advertisements, and reporting to credit bureaus. 
- Order Apple Card and Goldman Sachs to restore my available credit to the original amount before the dispute, plus any interest or fees that I may have incurred due to their error. 
- Order Apple Card and Goldman Sachs to provide me with a written proof of the dispute resolution and a detailed explanation of how they calculated my available credit adjustment. 
- Order Apple Card and Goldman Sachs to compensate me for the inconvenience, stress, and damage to my credit score that they have caused me by their negligence and misconduct. 
- Order Apple Card and Goldman Sachs to cancel my Apple Card account without any penalty or adverse impact on my credit report. 
- Order Apple Card and Goldman Sachs to cease and desist from engaging in any fraudulent, deceptive, or unfair practices that harm consumers. 

I have enclosed copies of my Apple Card statements, my dispute correspondence, and my Apple Wallet screenshots as evidence to support my complaint. I hope that the Consumer Financial Protection Bureau will take swift and appropriate action to protect me and other consumers from Apple Card and Goldman Sachs ' abusive and illegal behavior. Thank you for your attention and assistance. 

Sincerely, XXXX

Company response to consumer: Closed with explanation