Consumer complaint received 2025-10-31 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: AL

Complaint narrative:
This complaint follows a previous dispute submitted to Apple Card and CFPB. At the time, Apple/Goldman Sachs closed the case claiming the matter would be handled. No action was taken. Apple did not follow up, did not investigate, and did not request any documentation from XXXX XXXX. Months later, XXXX XXXX responded to the XXXX. DOT and stated that my return ticket was suspended due to a fraud alert from Goldman Sachs. That statement confirmed fraud handling was involved and that Apple failed to act when it mattered most. We submitted that DOT response directly to Apple. They have continued to ignore it, and to this day have not addressed the fraud claim at all. In XX/XX/year>, we purchased XXXX economy tickets on XXXX Apple Card transaction through XXXX XXXX. The charge was processed as a single payment. Mid-journey, while already in international transit, only XXXX of those XXXX ticketsminewas suspended without warning or explanation. XXXX XXXX staff at the XXXX XXXX told me that I would be left behind while my husband and son boarded unless I paid for a new ticket immediately. They confiscated my passport, refused to return it, and forced me to sign a waiver and purchase a business-class seat for {$8000.00} on the spot. This is not standard procedure. No passenger is required to sign legal waivers to buy a plane ticket. There was no fraud alert notification, no cancellation notice, no communication from Apple or XXXX. I was offered no options, just an ultimatum, while being held in a foreign airport without my legal identification. This was not a purchase. It was coercionand it was created entirely by institutional failure between XXXX XXXX and Goldman Sachs. In XXXX XXXX months after the XXXX XXXX told the XXXX. DOT in writing that the ticket was suspended due to a fraud alert from Goldman Sachs. We immediately submitted that letter to Apple/Goldman Sachs . They have ignored it completely. Goldman Sachs has never acknowledged that a fraud alert occurred. They have not denied it either. They are simply refusing to address it. On the phone, they repeat XXXX sentence : You signed a form. They refuse to engage with any of the evidence or the contradiction between XXXX XXXX fraud claim and their own position. We even recorded empty economy seats on the flight. We provided Apple with the actual seat numbers. Those could be verified against the airlines records. Instead, XXXX XXXX claimed no economy was available, and forced us into a higher fare. Apple has made no attempt to verify this, despite the fact that its an objective detail. When we attempted to rebook, we offered multiple cardsincluding an XXXX XXXX XXXX, which offers robust travel protections. XXXX XXXX rejected every card except Apple Card. The Apple Card transaction didnt even go through at first due to the high amount. We had to manually contact XXXX via text to get it approved. That message is in our evidence file, which Apple has refused to acknowledge. This charge was processed through the only card the airline would accept, under duress, while my passport was being held, and while Apple had to manually authorize it through their own system. Yet they continue to uphold the charge, claiming that the waiver makes it valid. Apple is not neutral here. They are choosing not to investigate, choosing not to request fraud documentation from the merchant, and choosing not to acknowledge that fraud was even raised. This situation includes XXXX separate charges that were disputed : XXXX. The original ticket, which was never fulfilled ( no seat, no refund, no explanation ) XXXX. The coerced {$8000.00} charge made under threat Apple/Goldman Sachs has failed to : Provide any documentation of the alleged fraud alert Acknowledge the DOTs written statement submitted as evidence Investigate why XXXX ticket out of a three-ticket charge was suspended Explain what policy allows waiver-based charges to be upheld when the waiver was signed under coercion Engage with the evidence packet at all I am requesting that CFPB require Apple and Turkish Airlines to produce XXXX Full fraud documentation ( timestamp, alert, issuer, internal communication ) Apple Cards written policy on consent under duress and waiver-based charge validity Explanation for selective fraud application within a single multi-ticket transaction This is not a misunderstanding. This is a documented case of fraud-handling failure, coercion, and deliberate refusal to investigate. Apple/Goldman Sachs is not denying the fraud claim they are ignoring it. Despite XXXX XXXX explicitly telling the XXXX. DOT that a fraud alert from Goldman Sachs triggered the suspension of my ticket, Apple has made no attempt to confirm, dispute, or investigate that claim. They are relying entirely on a waiver signed under threat, while refusing to address any of the fraud-related evidence we submitted. On every call, they repeat the same sentence : You signed a form. That is not a fraud investigation. That is deflection.

Company response to consumer: Closed with explanation