Consumer complaint received 2024-08-13 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: VA

Complaint narrative:
On XX/XX/XXXX, I booked two SUVs for rental in XXXX FL with XXXX XXXX XXXX  for pickup on XX/XX/XXXX. Due to a delay in flights, we were not able to pick up the vehicles until after XXXX EST. Upon arrival, I was told the vehicles were " given away ''. I was then told I could rent a 15 passenger van for " upwards of $ XXXX ''. I declined as my initial reservation showed {$260.00} for the full sized SUV I had reserved for XXXX. I have sent this information to Goldman Sachs showing the cancellation of the vehicles and the insurance cancellation through XXXX. 
XX/XX/XXXX : Reached out to Apple via text and spoke to XXXX regarding a pending {$630.00} transaction. Was told because this charge was pending I would have to wait to dispute as it was not posted to account. Was then transferred to XXXX who stated they would review the charges. Then advised I was also charged a {$190.00} hold deposit that was supposed to be refunded and was not. Initiated dispute for the {$190.00}. Was told I would receive an email with next steps. Submitted supporting documentation XX/XX/XXXX : Called customer service and spoke with XXXX because I received and email stating the {$630.00} charge from XXXX XXXX was reversed however, received a new charge for {$830.00}. Advised he would cancel the {$190.00} disputed and initiate new dispute ( Starting 90 day waiting period over ) and file new dispute for total amount ( {$830.00} ) XX/XX/XXXX : Reached out via text to check status of documents and to see if merchant has responded to dispute. Was again informed of 90 day waiting period and that merchant HAD NOT responded. I then attempted to reach out to merchant with no success. XX/XX/XXXX : Reached out via text message and spoke with XXXX. Was advised dispute was still in OPEN status with date of completion to be by no later than XX/XX/XXXX XX/XX/XXXX : Reached out via text message and spoke with XXXX to confirm THE AMOUNT OF {$830.00} was the dispute amount and active. He confirmed that information under reference # XXXX. 

On XX/XX/XXXX I received an email from apple stating my dispute for {$190.00} was found in the merchants favor. I called apple support and spoke with XXXX who transferred me to XXXX who stated he was a supervisor. He stated he would initiate a new claim because the original claim did not reflect the disputed amount i was quoted of {$830.00}. I expressed my frustration and XXXX ensured he would put in the correct claim amount and expedite the claims process due to the neglect from previous reps not inputting the correct dispute amount. He then stated that I was hear something within two weeks. 

On XX/XX/XXXX I reached out and spoke w/ XXXX XXXX who then transferred me to XXXX XXXX disputes analyst, who THEN transferred me to XXXX XXXX supervisor ). She advised that XXXX once again input the claim for the incorrect amount of {$190.00} and I would need to cancel that claim and initiate a new claim for the full {$830.00}. ONCE AGAINI advised how stressful and upset I was about the incompetence of the prior supervisor and representatives who assured me that my claim was input for the correct amount. XXXX then went on to state that she cancelled my claim ( without my approval ) and that I would need to call back in 5 days to initiate a new claim. I asked her were we speaking on a recorded line because I did not ask nor request for her to cancel a claim. She stated that yes, we were and that was in my best interest in order to get a claim started for the correct amount. I asked her why she thought i was feel confident in doing that as : A ) it hasnt happened in the previous conversations and B ) I didnt ask for it. 

This situation has put me in a financial hardships and created issues with focusing at work and home. I have had migraines since initiating this process with Apple Goldman Sachs.

Company response to consumer: Closed with monetary relief