Consumer complaint received 2025-12-09 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: GOLDMAN SACHS BANK USA
State: NV

Complaint narrative:
I am filing this complaint because I was misled into a {$5000.00} purchase with XXXX XXXX company on XX/XX/XXXX, and the refund terms were not disclosed to me until after I paid. I also believe my credit card issuer, Goldman Sachs ( Apple Card ), mishandled my dispute and did not conduct a fair review, which resulted in me losing {$2500.00} that I should not be responsible for. 

XX/XX/XXXX I had signed up for a {$290.00} class with XXXX XXXX. Later, I received a call from a sales representative who said the call was a strategy call for the class I had just purchased. Once the call began, I realized it wasnt a strategy call at all it was a high-pressure upsell for their {$5000.00} program. The rep, XXXX, told me multiple times that if I bought the {$5000.00} course, there was no reason I wouldnt be able to invest in a XXXX apartment complex by the end of the year. I told her several times that I didnt have {$5000.00}, but she kept pushing and added multiple free bonuses, including more classes and an extra ticket to a XXXX XXXX. 

Because of the pressure and the promises she made, I eventually agreed. XXXX then sent me an email with a direct payment link. I did not go onto their website myself. The email she sent me ( Evidence # XXXX ) did not include any refund policy, terms and conditions, or disclosures of any kind. I clicked the link and paid the {$5000.00}. Please scroll on this document, it is XXXX pages. 

Only after the payment went through did I receive a confirmation email ( Evidence # XXXX ), and that email finally contained the refund policy, terms of service, and other disclosures. There was no chance for me to review or agree to these before paying, which is the main issue. 

I also have a video ( Evidence # XXXX ) of XXXX XXXXXXXX XXXX promoting XXXX of his programs with a 100 % money-back guarantee. This video came from the class I took that same morning. Nothing was disclosed that the guarantee did not apply to higher-priced programs, so this added to my reasonable belief that the company allowed refunds if a customer wasnt satisfied. 

When I later contacted XXXX of XXXX XXXX managers to request a refund, I was told they dont give refunds. On a call with him on XX/XX/XXXX, he admitted that they do not disclose their refund policy before payment because, in his own words, we dont want people to back out. On Evidence # XXXX you will see where I reiterated back to him his own words via text to have it in writing about not disclosing the return policy so people can't back out and he agreed with me. He also agreed with me that this practice wasnt good, that " our policies are getting better over time ''. To me, this shows intentional nondisclosure. 

After I realized I had been misled, I disputed the full {$5000.00} charge with XXXX XXXX XXXX XXXX XXXX XXXX company returned {$2500.00}, but I continued the dispute for the remaining {$2500.00}. I emailed XXXX dispute team directly and explained everything ( Evidence # XXXX ). I included screenshots, the timeline, the admission from the XXXX, and the fact that I was never shown the refund policy before paying. XXXX never XXXX to my email at all. The only communication I received afterward was the denial email stating that I lost the dispute ( Evidence # XXXX ). 

Based on the emails and the outcome, it appears that Goldman Sachs simply took the merchants no refund statement at face value and ignored the fact that the policy was never shown to me until after the purchase. I provided them with all of my evidence and they still denied the dispute without addressing any of the key issues. This matches recent CFPB findings about Apple Card mishandling disputes and failing to conduct reasonable investigations. 

I am requesting the CFPBs help in reopening this matter, because the transaction itself was deceptive and the refund policy was intentionally hidden. The remaining {$2500.00} should be refunded because the original purchase was made under false expectations, pressure, and without proper disclosure. All supporting evidence is attached. 

Evidence Attached : Evidence # XXXX Email Containing Payment Link ( No Disclosures ) This is the email from the sales rep, XXXX, containing the direct link to pay {$5000.00}. It contains no refund policy, no terms of service, and no disclosures of any kind. This shows I had no access to any policies before paying. 

Evidence # XXXX Confirmation Email After Payment ( Policies Only Appear Post-Purchase ) This is the email I received after paying. It includes the refund policy and terms of service, which were not shown to me prior to the transaction. 

Evidence # XXXX Video of XXXX XXXX XXXX a 100 % Money-Back Guarantee This video is from the class I took that morning. It created a reasonable expectation that refunds were available. There was no indication the guarantee didnt apply to higher-priced programs. 

Evidence # XXXX Text Messages With XXXX XXXX XXXX The XXXX admits they intentionally do not disclose the refund policy before purchase because we dont want people to back out. He also acknowledges that their practices arent good. This clearly shows nondisclosure. 

Evidence # XXXX Email I Sent to XXXX XXXX XXXX XXXX XXXX This XXXX XXXX email where I explained the entire situation to XXXX Cards XXXX XXXX and provided all my evidence. They never responded to this email, which shows that my submitted evidence XXXX not have been reviewed. 

Evidence # XXXX XXXX XXXX XXXX XXXX This XXXX the email stating that my dispute was denied. It does not address or reference any of the evidence I provided. It appears they relied only on the merchants no refund statement and did not conduct a reasonable investigation.

Company response to consumer: Closed with monetary relief