Consumer complaint received 2024-12-03 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: TX

Complaint narrative:
I am filing a complaint regarding a disputed charge of {$970.00} on my Apple Card related to Apples XXXX Replacement program for my XXXX XXXX XXXX. Initially, I disputed this charge as unauthorized ( fraud ), but upon further investigation, I realized it was connected to the replacement device I received through the program. Despite returning the defective device as instructed, using the prepaid XXXX label Apple provided, I was charged. XXXX tracking confirms that the package was picked up and processed. However, the device was not delivered to Apple, and I was subsequently charged. Below are the details of the dispute and my efforts to resolve this matter. 

Complaint Details Transaction Date : XX/XX/year> Merchant : Apple Store Disputed Amount : {$970.00} Dispute Case Number : XXXX Temporary Credit Provided : {$970.00} ( later reversed ) Timeline of Events I initiated an Express Replacement through Apple for XXXX XXXX XXXX XXXX, which required me to return the defective device to avoid being charged. Apple provided a prepaid XXXX return label for the process. 
On XX/XX/year>, I packaged the defective device and dropped it off at a local FedEx facility. 
XXXX tracking number XXXX confirms that the package was picked up at the XXXX, TX facility on XX/XX/year>, fulfilling my obligation to return the device. 
On XX/XX/year>, I was charged {$970.00}, which I initially disputed as an unauthorized ( fraudulent ) charge because I did not immediately recognize its connection to the XXXX Replacement program. 
Upon realizing the charge was related to the XXXX Replacement, I investigated further and confirmed through XXXX tracking that the returned device had not been delivered to Apple. 
I contacted XXXX, but they refused to open an investigation because I am not the merchant account holder ( Apple ). 
Efforts to Resolve Contact with Apple : I contacted Apple multiple times to confirm receipt of the returned device. They claimed they have no record of receiving the package and stated it was too late for them to investigate. Apple advised me to file a dispute with my credit card issuer. 
Contact with XXXX  : I contacted XXXX to initiate an investigation into the packages whereabouts, but XXXX refused, explaining that only Apple, as the merchant account holder, could request an investigation or claim. 
Dispute with Credit Card Issuer : I filed a dispute with my credit card issuer, providing all available evidence, including XXXX tracking documentation and screenshots confirming the package was processed. Despite this, my credit card company reversed the temporary credit, citing insufficient evidence, as neither Apple nor XXXX has provided further documentation. 
Supporting Documentation XXXX return receipt with tracking number XXXX. 
Screenshot of the XXXX tracking history, confirming the package was picked up and remains undelivered.

Company response to consumer: Closed with monetary relief