Consumer complaint received 2026-01-09 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: TN

Complaint narrative:
I am submitting this complaint regarding Goldman Sachs Bank USAs handling of a billing dispute on my Apple Card involving a hotel reservation booked through XXXX. 

[ Summary of the dispute ] I paid for a hotel reservation through XXXX for XXXX ( XXXX ) rooms on XX/XX/year>, as clearly stated in XXXX confirmation email. After booking, I received a confirmation screen directly from the hotel. That confirmation explicitly stated No. of rooms : 1. 

Because the hotels confirmation showed that only one room was reserved, I did not proceed with the trip and did not stay at the property. I therefore did not receive the lodging services I paid for.

This dispute concerns services not provided as billed, not cancellation terms. 

[ Attempts to resolve with XXXX ] Before initiating a chargeback, I contacted XXXX multiple times to resolve the issue. Multiple XXXX representatives informed me that no refund would be issued. Only after XXXX refused to remedy the situation did I dispute the charge with Goldman Sachs. 

XXXX later claimed ( in their evidence ) that I did not give them an opportunity to remedy the issue. This is incorrect. I contacted XXXX prior to disputing the charge and was explicitly told a refund would not be provided. 

[ Merchant counterarguments that do not address the dispute ] During the dispute investigation, XXXX raised several arguments that are not responsive to my claim : Cancellation policy acceptance XXXX argued that I was shown and agreed to the cancellation policy. I am not disputing that I was shown or agreed to the cancellation policy. My dispute is not based on cancellation terms. It is based on the fact that I paid for three rooms but the hotel confirmation provided to me showed only one room. 

Reservation availability XXXX asserted that the reservation was available to me. This does not address my dispute. The issue is not whether a reservation existed, but whether the reservation matched what I paid for. The hotel confirmation sent directly to me showed one room, not three. 

Hotel information provided to XXXX XXXX provided Goldman Sachs with screenshots of confirmations that XXXX claims the hotel sent to XXXX showing three rooms. This evidence is not responsive to my claim. My dispute is that the hotel provided different confirmation information to me, the cardholder. The confirmation I received directly from the hotel stated No. of rooms : 1. 

XXXX did not explain why the confirmation provided to me differs from the confirmation XXXX claims to have received, nor did it provide any evidence that additional room confirmations were ever sent to me. 

[ Failure of Goldman Sachs investigation ] Goldman Sachs accepted XXXX evidence without addressing the central contradiction in the dispute : XXXX confirmation to me states three rooms. 

The hotels confirmation to me states one room. 

Goldman Sachs did not explain how a confirmation stating No. of rooms : 1 can reasonably be interpreted as confirmation of three rooms, nor did it address the conflicting documentation provided directly to the cardholder by the service provider. 

By relying solely on merchant-provided evidence and disregarding contradictory documentation provided to the cardholder, Goldman Sachs failed to conduct a reasonable investigation as required under the Fair Credit Billing Act.

[ Requested resolution ] I am requesting that Goldman Sachs : Reinvestigate this dispute in compliance with the Fair Credit Billing Act, Address the discrepancy between the hotel confirmation provided to me and the information XXXX claims to have received, and Reverse the charge for services that were not provided as billed.

Company response to consumer: Closed with monetary relief