Consumer complaint received 2025-08-18 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: FL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXDear XXXX XXXX  (Goldman Sachs) Dispute Team,\n\nPlease find enclosed information regarding my 7th attempt to resolve an issue with XXXX XXXX Please understand, you can be sure that I will not give up, XXXX XXXX  is extorting money from XXXX XXXX holders and other credit card companies. The seven dispute numbers are listed below:XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. She arranged for a call back to XXXX XXXX. They called me back at XXXX XXXX on XXXX XXXX XXXX, I spoke to XXXXPlease read in detail the first 6 pages to completely to understand the issue, it is very important to read and understand the email from XXXX XXXX  representing the XXXX XXXX on page XXXXIf you are going to deny this dispute, please call me at XXXX XXXX XXXX so that I can fully understand your reason for denial. Thank you for your kind attention in this matterXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXIf you need any additional information please contact me at email address: XXXXTABLE OF CONTENTS  XXXXTime line and Cover letterXXXX XXXXEmail from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX have been a XXXX XXXX XXXX holder since XXXX  and have never had any issues with dishonest vendors ever beforeXXXX XXXX XXXX XXXX XXXX  I made a big mistake and tried to buy tickets online from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The cost was XXXX  Below is the transaction as it appeared on my credit card statementXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX sent me 2 tickets to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX performance. CLEARLY AN ERROR! I had ordered XXXX XXXX XXXX XXXX XXXX XXXX I immediately started a chat session shortly after XXXX XXXX XXXX The tickets to XXXX XXXX have the name XXXX XXXX printed on both tickets. My name is XXXX XXXXAfter nearly XXXX hours I received this message (cut and pasted with all the misspellings) from the chat session:\n\nI won't be able to give you a specific timeframe but what I can guarantee is the seller will\nsurely sent it to you once they received the request. And we are monitoring this order's\nlife from start to en so we'll make sure you will have the correct tickets.\n\nSince the show was XXXX  weeks away, I decided to give it some time.XXXX XXXX XXXX XXXX just about 1 week before the XXXX  show I had not heard from XXXX XXXX  and did not receive the tickets I ordered so I started another Chat session. After 45 minutes on the chat session, I got this statement:\n\nWill do our best to coordinate with the seller as soon as possible so we can get a\nconfirmation for the tickets that you have received. Our team will forward the screenshot\nto the seller and once we got a confirmation that it was a wrong tickets there will be a\nretransfer to your order for the correct tickets. I won't be able to give you time frame but\ndefinitely we will get this done before the event comes.\n\n\nXXXX XXXX XXXX XXXX just one day before the XXXX  show I contacted XXXX XXXX via chat session for the 3rd time because I still had not received the tickets I ordered on XXXX XXXX XXXX XXXXAbout a half hour later I received an email with a link to the bogus tickets. I printed the tickets (attached) and went to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXI guess I was NOT surprised when the ticket agent at the door told me that the tickets were counterfeit and that they had seen more than XXXX XXXX XXXX XXXX purchased online that were counterfeits!\nThe ticket agent told us that they still had some tickets to XXXX XXXX that night and that I could purchase them. The credit card transaction is shown below:XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXAlso, please find on the next page an e-mail from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to me explaining that the tickets that we got from XXXX XXXX were INVALID. \n\nSo, it should be abundantly clear that XXXX XXXX  is NOT an honest company. I believe that the tickets that were e-mailed to us were XXXX XXXX and produced with a computer program. XXXX XXXX XXXX should warn customers that they are at risk if they try to order from XXXX XXXX I was not allowed to enter the XXXX XXXX XXXX XXXX XXXX I received from XXXX XXXX and should NOT have to pay for them! \n\nPlease rule in my favor and against XXXX XXXX as they are not a legitimate ticket supplier! The ONLY way to stop these scammers is to eliminate the money they are stealing from unsuspecting clients like myself.\n\nThis is the XXXX  time I have disputed this issue, so to be very clear I have too much time invested in this issue. I will seek legal representation if this issue is not resolved in my favor. Any legal action will not be limited to the XXXX ticket price. I have done nothing wrong; the only mistake I made was buying something online from XXXX XXXX. The dispute numbers are listed below:XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to attend the performance of XXXX XXXX Unfortunately, XXXX  was the victim of a ticket scalper operating on XXXX, which resulted in him having invalid tickets to enter the theater. Tickets to XXXX XXXX were at the very most XXXX  a ticket, which would have been a total of XXXX for two tickets when purchasing on our website, after the fees. Its my understanding that not only did XXXX XXXX purchase invalid tickets, but he spent an extraordinarily higher amount for them than what they were originally priced at.XXXX XXXX was not the only patron affected by ticket XXXX invalid tickets, as there were about XXXX  more invalid tickets from patrons attempting to enter the theater that night.\n\n \n\nIf theres any questions regarding this, I can best be reached by email, but you may also contact our office at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CHAT SESSIONS BELOW\n3 CHAT SESSIONS BELOW\n3 CHAT SESSIONS BELOW\n3 CHAT SESSIONS BELOW\n3 CHAT SESSIONS BELOW\n3 CHAT SESSIONS BELOW\n3 CHAT SESSIONS BELOWXXXXWelcome to the XXXX  order support chat!\nPlease wait while we transfer you to a member of the teamXXXX XXXX thanks for reaching out, allow me a moment to review your accountXXXX XXXXXXXX XXXXHi, this is XXXX  from XXXX, may I know your first name pleaseXXXX XXXX placed order XXXX XXXX yesterday for the XXXX  on XXXX XXXX at the XXXX XXXX XXXX XXXX XXXX Today, I received some tickets to XXXX XXXX. I have no idea what is happening!XXXX XXXXThe date on the tickets is XXXX XXXX XXXX XXXX XXXXXXXX XXXX is at the XXXX XXXX XXXX XXXX XXXX. I have no idea why they sent me these ticketsXXXX XXXX XXXXThank you for bringing this to our attention regarding your concern that you received incorrect ticket Ca i have a screenshot of the ticketXXXX XXXXThe name on the tickets says XXXX XXXX I do not know XXXX  but I am sure he will want his tickets very soonXXXX  XXXX \nThank you for the confirmation . Is this the email that you received from us today?XXXX XXXX XXXX XXXXCan you please send me a screenshot of the incorrect event ticket that you receivedXXXX XXXXYes give me a minuteXXXX XXXX XXXXSure take your timeXXXX XXXX XXXXSee attachment\XXXX XXXXDo you need a screenshot of the other ticketXXXX XXXXThe other ticket is the same except it is seat XXXX XXXX \nYes please I need all the ticket you receivedXXXX XXXX\nok scanning nowXXXX XXXX XXXXThank you\XXXX XXXX XXXXThat is all that I have XXXX  tickets.XXXX XXXX XXXXThank you. One moment let me check this to my internal teamXXXX XXXX XXXX XXXXSorry for the long wait still working on itXXXX XXXX XXXX XXXX XXXX are we still connected? XXXX XXXX XXXXSince I'm no longer getting any response I will now be ending this chat. You can reach us out to to discuss your order through our live channels at gotickets.com/contact, available from XXXX XXXX XXXX XXXX XXXX. Thank you have a great day!XXXX XXXX XXXXWelcome to the XXXX  order support chat!\nPlease note we or our vendor may retain a copy of all chats.\nWe are going to ask you to enter your order number, email, and phone number\nNote: the email and phone numbers entered should be the same as were used during order placement \nPlease enter your order number. This is the order number that was found at the end of checkout and on your order summary emailXXXX XXXXHello I placed order XXXX XXXX yesterday for the XXXX on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Today, I received some tickets to XXXX XXXX. I have no idea what is happening!\XXXX XXXXPlease enter the email address used to place your order.XXXX XXXX XXXXPlease enter the phone number used to place your orderXXXX XXXX XXXX XXXXTo confirm, we received the following: order number: Hello I placed order # XXXX yesterday for the XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Today, I received some tickets to XXXX XXXX. I have no idea what is happening! email address: XXXX XXXX XXXX XXXX XXXXThese details are correct.I would like to enter my details one more timeXXXX XXXXThese details are correctXXXX XXXXPlease wait while we transfer you to a member of the team.XXXX XXXXI was chatting with XXXX  and waited a very long time for a response. Then XXXX  ended the chat without resolution.XXXX XXXXHi, thanks for reaching out, allow me a moment to review your accountXXXX XXXX XXXXHi, this is XXXX. Thanks for reaching out. May I have your first and last name? XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX thank you for bringing this to our attention. Allow me to check the order and help you on this. XXXX XXXX XXXX this the order for XXXX  tickets for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXYes that is correctXXXX XXXX XXXXThank you for confirming. XXXX XXXX XXXX  as I checked the order. Actually, XXXX  was able to send a report about the wrong tickets that were sent to you. Our higher team is now working on this so that the seller can send the correct tickets to you. For now, please monitor your email for updates. XXXX XXXX XXXX XXXX there anything else? \n \nThank you for your patience in getting this resolved. Id like to go ahead and send you a XXXX% off promotional discount for a future order. We have sent you an email with a link to complete a survey about XXXX, you may have already received a link to the survey, but i'll send another in case its been lost in your inbox. Kindly complete the survey and select a star rating on every single option and you can mention my name, I get a credit. I would really appreciate it! Again, my name is XXXX. XXXX XXXXWhen should I expect the correct tickets?XXXX XXXX XXXX won't be able to give you a specific timeframe but what I can guarantee is the seller will surely sent it to you once they received the request. And we are monitoring this order's life from start to en so we'll make sure you will have the correct tickets. XXXX XXXX  just received another email stating urgent it also has the wrong tickets attachedXXXX XXXX XXXXcan you send the screenshot? XXXX XXXXyes give me a minutXXXX XXXX XXXXSure, take your timeXXXX XXXX XXXX XXXXAre we still connected? XXXX XXXX XXXX  seems that you're no longer responding. I will have to close the chat for now. If you still need my help, you can request a chat again. XXXX XXXX XXXX XXXX XXXX I was sent tickets to the wrong showXXXX XXXXThank you for contacting us. Please stand byXXXX XXXXXXXX, I am XXXX  digital concierge. Please note that we or our vendor may retain a copy of this interaction.\nPlease give me a moment to verify your information.\nI can help check the status of your order, and other commonly asked questions.\nHow can I help you today?\XXXX XXXX bought tickets to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I was sent tickets to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX has joined the chat.\nHi, thanks for reaching out, allow me a moment to review your account.XXXX XXXXXXXXMy account shows that the tickets were delivery, but to the wrong show!!!!\XXXX XXXX  are you thereXXXX XXXX XXXXThank you for getting our attention with your concern. Let me check your order and let see what I can do for you. \n \nWhat's your first and last name please, and your email address please? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX'm sorry to hear that, can you send the screenshot of the tickets that you have received pleaseXXXX XXXXyes how can I do it I tried to paste it but it did not workXXXX XXXX XXXXXXXX  we chatting with your phone?XXXX XXXXNo laptopXXXX XXXX XXXXIt aould be easier if we are using your phone, but if you can send the screenshot to your email and you can open it to your laptopXXXX XXXX need to be able to save our conversation to a fileXXXX XXXX \nIt would be easier if we are using your phone, but if you can send the screenshot to your email and you can open it to your laptop XXXX XXXXWhere should I send it?XXXX XXXX XXXXYou can save the screenshot to your laptop the you can attached it to our conversationXXXX XXXX XXXX XXXXCan you open your email from your phone?\n \nI mean do you have the tickets from your phone?XXXX XXXX XXXXDo you see them?\nMessage sent\nMessage deliveredXXXX XXXX XXXXOkay thanks stay on the line I will forward this to our internal teamXXXX XXXX XXXX XXXX XXXXThanks for waiting. I was able to drop your order and the screenshot. Our team will handle the order and will reach out to the seller. You will be updated and notified once our internal got a feedback from the sellerXXXX XXXX XXXX there anything else that I can help you withXXXX XXXXWhen will I get the ticketsXXXX XXXX XXXXWill do our best to coordinate with the seller as soon as possible so we can get a confirmation for the tickets that you have received. Our team will forward the screenshot to the seller and once we got a confirmation that it was a wrong tickets there will be a retransfer to your order for the correct tickets. I won't be able to give you time frame but definitely we will get this done before the event comesXXXX XXXXOK I was told this before on XXXX XXXX but as you can see I got the wrong ticketsXXXX XXXXAnd now the account says the tickets were delivered! Yes, but they were the wrong tickets.\nMessage sent\nMessage delivered\XXXX XXXXXXXX XXXXThe in hand date stated on your order is on or before XXXX XXXX XXXXOK I will contact you again late in the day XXXX XXXX XXXX XXXXAlright is there anything else that I can help?XXXX XXXXNo thank you for your help!\nMessage sent\nMessage deliveredXXXX XXXX XXXXAlright have a good oneXXXX XXXX  have contacted you on XXXX XXXX  and again on XXXX XXXX because I have not received the tickets to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXThank you for contacting us. Please stand byXXXX XXXXHi, I am XXXX  digital concierge. Please note that we or our vendor may retain a copy of this interaction.\nPlease give me a moment to verify your information.\nHmm, I can't seem to find that order. Please provide your order number again.XXXX XXXX XXXXThanks, let me check...\nSorry, I'm not finding this order. Let's try something else.\nLet's try to verify one more time.\nPlease enter your order numberXXXX XXXX XXXXPlease enter the email address used to place your XXXX XXXX XXXXPlease enter the phone number used to place your orderXXXX XXXXt was placed online no telephoneXXXX XXXX  can help check the status of your order, and other commonly asked questions.\nHow can I help you today?XXXX XXXX do not have my tickets to the nutcracker order number XXXX XXXX can surely help you check the status of your order.\nYour mobile XXXX  ticket download email has been sent to the email address you used to place the order. Would you like me to re-send the download email?XXXX XXXX XXXX XXXX  has joined the chat.\nHi, thanks for reaching out, allow me a moment to review your account.XXXX XXXX XXXXHi, thank you for contacting us! This is XXXX, your customer support. Allow me a moment to review your order and inquiry. I'll be with you shortlyXXXX XXXX XXXX XXXXThank you for bringing this to our attention. I know how concerning it is that you received an incorrect ticket. Let me check on thisXXXX XXXX XXXX XXXX XXXXYou're welcome! Thanks for waiting. I'm now reaching out to our support team to follow up on this. One moment, pleaseXXXX XXXX XXXX XXXXThanks for waiting. We're still on itXXXX XXXX XXXXThanks again for waiting. We're still on itXXXX XXXX XXXX XXXXThanks for patiently waiting. I know you are worried about not getting the correct ticket. Rest assured I have followed up on this and our team confirmed that they are going to contact the seller. For now, please continue to monitor your email and we'll be sure to send you an update as soon as possible.XXXX XXXX  just got the tickets for the XXXX XXXX XXXX XXXX XXXX XXXX show these are the wrong tickets! I have been fighting this since XXXX XXXX XXXX XXXX understand where you are coming from. Rest assured we're continue monitoring this order.XXXX XXXXThe show starts in 24 hoursXXXX XXXX XXXX  understand the urgency. We'll be sure to send you an update in time for your eventXXXX XXXX  forgive me if I am skeptical, as I was told the same thing on XXXX XXXX and XXXX XXXX XXXX XXXX  totally understand. No worries. Actually, I just got an update. Can you please check if you received another email from us?XXXX XXXXXXXX XXXXAre we still connectedXXXX XXXX XXXX XXXXCan you please confirm if the ticket details are correct?XXXX XXXX XXXXAlso, please note that you will have to print out your tickets to gain entry.XXXX XXXX XXXXust to confirm, are we still connected?XXXX XXXX XXXXSince I'm no longer getting any response, I will now be ending this chat. You can reach us to discuss your order through our live channels from XXXX XXXX XXXX XXXX Thank you and have a great day!"

Company response to consumer: Closed with monetary relief