Consumer complaint received 2025-06-16 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: SC

Complaint narrative:
I am filing a formal complaint against Goldman Sachs Bank USA regarding their failure to issue a credit balance refund on the GM XXXX XXXX account belonging to my late mother, XXXX XXXX XXXX, who passed away on XX/XX/XXXX. 

As the legally appointed Executor of her estate, I have been attempting to recover a credit balance refund of {$1300.00} for over eight months. Despite multiple phone calls with Goldman Sachs / GM Card customer service and mailing all required estate documentation four times via certified mail ( with proof of delivery ), Goldman Sachs has failed to provide a resolution, a case number, or written confirmation. 

Each time I follow up, I am given conflicting information and asked to restart the process by resubmitting documents already provided. This lack of accountability is both unacceptable and unnecessarily burdensome to the estate. This started with the first mailing on XX/XX/XXXXXXXX  shortly after my mom 's passing. The more recent communications are below, based on when they changed the address for me to send documents. 

Timeline of Notable Interactions : XX/XX/XXXX : Directed by rep ( XXXX ) to send documents to XXXX XXXX Delaware XX/XX/XXXX XXXX Rep ( XXXX ) confirmed receipt of documents XX/XX/XXXX : Rep ( XXXX ) confirmed refund checks were requested on XXXX XX/XX/XXXX : Rep stated two checks were issued on XX/XX/XXXX ( {$1200.00} and {$16.00} ) XX/XX/XXXX : Rep ( XXXX ) stated checks XXXX be lost ; USPS confirmed no tracking XX/XX/XXXX : Rep ( XXXX ) confirmed check was issued but said I must wait 60 days for investigation XX/XX/XXXX : Reps ( XXXX, XXXX, and XXXX ) again asked me to resend documents, restarting the process Checks Reportedly Issued ( but never received ) : Check # XXXX, Trace # XXXX {$1300.00} Check # XXXX, Trace # XXXX {$1300.00} Bank listed : XXXX XXXX XXXX XXXX which my mom sent cashed checks by Goldman Sachs . 

Certified Mailings ( all included Death Certificate, Will, Trust, and Affidavit ) : To PA address ( Goldman Sachs Bank USA, XXXX XXXX XXXX, XXXX, PA ) : XX/XX/XXXX Tracking : XXXX XX/XX/XXXX Tracking : XXXX XX/XX/XXXX Tracking : XXXX To DE address ( Remitco/Deluxe, XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, DE ) : XX/XX/XXXX Tracking : XXXX ( sent per rep instruction ) To date, no refund has been received, and Goldman Sachs continues to ask for resubmission without acknowledging prior submissions. I am requesting immediate CFPB intervention to hold the institution accountable and compel resolution. 

Executor Contact Information : Name : XXXX XXXX XXXX Phone : ( XXXX ) XXXX Email : XXXX Mailing Address : XXXX XXXX XXXX, XXXX XXXX XXXX, SC XXXX I respectfully request that Goldman Sachs assign a dedicated case manager, confirm the refund status, and provide a written timeline for resolution. Given the length of this delay and multiple failed attempts to resolve directly, regulatory assistance is now necessary.

Company response to consumer: Closed with explanation