Consumer complaint received 2024-12-12 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: CA

Complaint narrative:
Transaction of {$490.00} from merchant XXXX in XX/XX/XXXX The merchant did not honor the 30 days return policy and refused the return of the unused and unpersonalized item per return policy. I sent the policy to Apple Card as well as communication with the merchant and Apple Card denied my dispute several time saying the charge was valid, I was not disputing the validity of the charge but I was disputing the charge because the charge because I shouldnt have got my money back when the merchant was wrongfully denying me the refund that is promised in the policy if return the items. Initiating the return had to be done by calling or emailing customer support, and customer denied the returns and refused to send me the prepaid shipping label and return authorization form to send back the item. Any other credit card issuer would have handled this promptly because the merchant is at fault. 

Transaction of {$490.00} from merchant XXXX in XX/XX/XXXX The merchant did not honor the 30 days return policy and refused the return of the unused and unpersonalized item per return policy. I sent the policy to Apple Card as well as communication with the merchant and Apple Card denied my dispute several time saying the charge was valid, I was not disputing the validity of the charge but I was disputing the charge because the charge because I shouldnt have got my money back when the merchant was wrongfully denying me the refund that is promised in the policy if return the items. Initiating the return had to be done by calling or emailing customer support, and customer denied the returns and refused to send me the prepaid shipping label and return authorization form to send back the item. Any other credit card issuer would have handled this promptly because the merchant is at fault. 

Transaction of {$390.00} from merchant XXXX XXXX in XX/XX/XXXX I prepaid my stay at XXXX XXXX and I gave them my credit card just for the refundable deposit. They ended up charging for the whole stay again, even if I prepaid using a different credit card. I disputed the charge with Apple Card and gave them the credit card statement from the other bank as evidence as well the email confirmation that highlights the prepaid stay and denied the dispute several times. The dispute should not be reversed when the hotel that is outside of the country charged me twice and I had evidence to prove it. 

Apple Card waits months after the disputed charged and reverses them without explanation other that the charges are valid, no matter how much evidence I provide of being wrongfully charged. In my opinion, waiting all those months to resolve a dispute is what affects the outcome because disputes have a time limit and Apple Card is forced to resolve the dispute not on my favor just because of the time limit. 

Whenever I call customer service, they seem to understand that I was wrongfully charged but they dont have the final say in what will happen after they resubmit the dispute. It seems like everything just gets resolved in the merchant favor with Apple Card

Company response to consumer: Closed with monetary relief