Consumer complaint received 2026-03-03 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: WA

Complaint narrative:
On XX/XX/XXXX, I was approached in person by three individuals claiming to be independent musicians promoting a music album. They asked if I would support them with a small donation. I agreed to donate {$20.00}. The individuals stated they could accept tap-to-pay. One person handed me a mobile phone displaying a payment screen and asked me to enter the amount. I personally entered {$20.00} on the device. While turning the phone toward me so I could tap my Apple XXXX to complete the payment, the individual altered the transaction amount without my knowledge or consent. I was not shown the final amount prior to confirming the payment. After I tapped my Apple XXXX, the individuals quickly ended the interaction and left the area. Shortly thereafter, I reviewed my Apple Card transaction history and discovered that the charge processed was {$2200.00}, not the {$20.00} I had authorized. I did not authorize a {$2200.00} transaction. I was not provided : - A receipt - A signed authorization - A digital confirmation screen showing {$2200.00} - Any goods or services consistent with a {$2200.00} purchase On XX/XX/XXXX, the same day the transaction occurred, I filed a dispute with Apple Card ( Goldman Sachs ) stating that the transaction amount had been altered without my consent. On XX/XX/XXXX, the issuer contacted me requesting additional information related to the dispute. I responded with a written explanation describing the circumstances of the transaction. Since I was not provided a receipt for this transaction, all I could provide was the narrative and pictures of the CDs I was given. The dispute was denied on XX/XX/XXXX. Following this denial, I requested reconsideration and provided additional information, including : - A written explanation of the incident - A photograph of the CD that was given to me during the encounter I also requested that the issuer provide the merchants evidence of authorization, such as a merchant receipt or signed authorization supporting a {$2200.00} charge. Instead, on XX/XX/XXXX, the issuer mailed copies of my bank statements showing the transaction but did not provide documentation demonstrating that I authorized a {$2200.00} payment. The dispute was denied again on XX/XX/XXXX. On XX/XX/XXXX, I contacted the issuer again and requested that the dispute be escalated and re-investigated. During conversations with multiple representatives, I was informed that filing a police report documenting the fraud could support my claim. Following this guidance, I filed a police report on XX/XX/XXXX and submitted the report as supporting documentation for the dispute. Despite this additional documentation, the dispute was denied again on XX/XX/XXXX. At no point during this process has the issuer provided evidence that I authorized a {$2200.00} transaction. I believe the investigation conducted by the issuer was inadequate because the merchant would not reasonably be able to produce a legitimate receipt, signature, or documented authorization for a {$2200.00} charge in these circumstances. Under the Fair Credit Billing Act, I am requesting that the issuer : - Conduct a full and reasonable investigation - Require the merchant to provide compelling evidence demonstrating authorization for a {$2200.00} charge - Reverse the charge if such evidence can not be produced This transaction resulted from intentional payment amount manipulation and constitutes fraud. I am requesting regulatory assistance to ensure that a fair and compliant investigation is conducted.

Company response to consumer: Closed with monetary relief