Consumer complaint received 2025-08-05 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: MO

Complaint narrative:
On XX/XX/XXXX my cousin XXXX ; who is an authorized user on my Apple XXXX  tried to rent a car from XXXX XXXX XXXX XXXX XXXX XXXX mo. She used the apple card to prepay {$250.00} for the rental car. When she arrived at the counter, the attendant requested a {$250.00} deposit on the same card that she had used to pay for the rental. Given that the card only had a {$400.00} limit, this was impossible and she was unable to pick up the rental. XXXX has a policy of no refunds on prepaid rentals, but seeing how my cousin was denied the rental at the counter, she was told that she could get a refund simply by calling the toll free XXXX customer service number. After numerous calls to XXXX customer service over the course of several weeks, she got various names and case numbers but was still unable to receive a refund even though she was assured several times a refund was on its way. On XX/XX/XXXX I filed a dispute via my Apple Online account. I submitted all of the above info with my dispute including names and case numbers. On XX/XX/XXXX, I received an email from apple stating that they had investigated my dispute and that they " determined you agreed to the merchant 's terms and conditions at the time of purchase and no refund or credit is due ''. They stated that they were refunding me {$88.00} of the {$250.00} but I still was responsible for {$170.00}. I have no idea where these numbers came from. 
They didn't attach any correspondence to the email showing how they got to the resolution that they did, so I in turn contacted customer service about a month or so later and asked for them to send me the details. I did receive a copy of the investigation in the mail finally and as I suspected the reason I didn't get my refund was because XXXX answered the dispute back with the terms and conditions of their prepaid cancellation policy, even though my dispute had nothing to do with that. Once again apple failed to do their part. I paid off my balance in full by the end of XX/XX/XXXX, and XXXX charged over {$300.00} more to the card in XXXX and it to was paid off by the end of XXXX. On XX/XX/XXXX I once again filed another dispute for the same charge. At the time of filing my available balance was over {$300.00}. Once I filed the dispute ; however my available balance was decreased by {$170.00}! I immediately contacted apple about this because it didn't make sense for them to take money away from my available balance for disputing a charge that was already paid off. I was transferred to several different people in different departments and couldn't get a straight answer. I finally was sent to one dept and that person requested a statement inquiry for me. I received the statement inquiry roughly ten days later and it didn't show anything. 
I was so frustrated with the fact that because I was filing a dispute it took away from my available credit that I told them to forget it and withdraw my dispute! Then I got billed a second time for {$170.00}!! If that wasn't enough, they took away the {$88.00} credit they gave me as well! 
I again called the billing dept at Apple and asked to speak with a supervisor. I explained to the supervisor what had happened and she refused to listen. I got very upset with her because she made me feel like I was an XXXX and didn't know what I was talking about. I told her if she would just take five min and look at my statements over the past four months she could easily see a huge mistake was made on Apple 's end!

She didn't listen and that's why I am here. I need help getting my money back from Apple please!! Also I would like the past 6 months of my credit report updated as well.

Company response to consumer: Closed with monetary relief