Consumer complaint received 2024-11-02 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: PA

Complaint narrative:
I booked an appointment for XX/XX/year> and paid a deposit of {$51.00}. Unfortunately the appointment needed to be canceled due to illness on XX/XX/year> and was supposed to be rescheduled. According to the merchant my deposit would go towards another appointment in the event I need to reschedule I reached out to the merchant on several different occasions to reschedule and I was ignored each and every time. I first asked did I need to reschedule on her website and pay another deposit. No response. I reached out to her on her social media business page and private cell phone and was ignored each time. Attached you will find my several attempts to contact the merchant to reschedule and her leaving me on read or seen. You will also find a copy of the policy I agreed to when booking. It states my deposit is kept safe if I cancel within XXXX hours which I did. Also the merchant said my deposit would go towards a new appointment, however refused to respond when I constantly reached out to reschedule said appointment. All I wanted was my hair done, however if she wont give me an appointment she should not be able to keep my appointment deposit. Refusing to service me is grounds for my funds to be returned. 

My initial case was denied due to " no evidence to substantiate the claim '' dispute several time stamped communications between me and the merchant. I've called Apple Card customer service and spoke to numerous representatives that told me the evidence I submitted shows I deserve a refund but my claim continues to be denied. Please see rebuttable to deniable below : Attached you will find the same evidence Ive submitted multiple times via XXXX message chat. Despite submitting this evidence my case was denied due to there being no evidence to substantiate the claim. Below you will find dated documents sent into XXXX support as well as timed stamped attempts of me contacting the merchant in which I was ignored. How can I transfer my deposit to another appointment if the merchant refuses to respond to me. Every opportunity I tried to reach out I was ignored. I understand she suffered a loss but business is business. 

Below you will find my rebuttal originally sent via apple chat on XX/XX/year> at XXXX XXXX. 

Rebuttal The merchant not only verbally stated that I was able to rebook my appointment using my same deposit but her cancellation policy clearly states as long as the appointment is cancelled within XXXX hours you can rebook using the same deposit, yet she never responded when I reached out inquiring about the rebooking on XX/XX/XXXX at XXXX pm, XX/XX/XXXX at XXXX, or XX/XX/XXXX at XXXX. I first reached out by calling her once I received an email saying she hoped I enjoyed my appointment. I was concerned because not only did I not go to the appointment, I had yet to confirm a date to rescheduled. I called her three times per her instructions on my confirmation email and received no answer. I reached out a final time on XX/XX/XXXX at XXXX and finally received a response asking did I ever rebook my appointment. Despite my previous messages asking to reschedule being clear as day! When I initially reached out to reschedule on her booking site it would not allow me to do so without paying another deposit. She also had no availability which is why I reached out to her directly and was ignored. I asked should I just repay the deposit since the booking site did not allow me to reschedule when I attempted on XX/XX/XXXX at XXXX and was left on READ. She blatantly ignored me in efforts to keep my deposit without rendering service. I believe the merchant went ghost due to the death of her mother which understandably is sad, however, as a businesswomen she shouldve have still responded to me when I inquired if she was still doing hair services. Business is business. I also reached out to the merchant via text message and email and was also ignored. Not only was I well within the rescheduling policy but my confirmation email clearly states If you are unable to make the appointment, please kindly notify XXXX at XXXX or XXXX ( mailto : XXXX ) as soon as possible to reschedule. The merchant states she does not manually book appointments for clients but her confirmation email stated something very contradictory. It states to please contact her by phone or email and her site does not give an option to rebook appointments without paying another deposit which is why I asked her should I just pay another deposit and she can subtract both from my total on my new appointment date. 


Please see attachments. 

Again all I wanted was my hair done but being as though that was not an option, I want a refund due to services not rendered *all communication and evidence will be attached here

Company response to consumer: Closed with monetary relief