Consumer complaint received 2026-05-25 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: FL

Complaint narrative:
On XX/XX/XXXX at XXXX XXXX, I created Reservation # XXXX with XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX, FL XXXX ) for XX/XX/XXXX to XX/XX/XXXX, total {$2400.00} ( Advanced Purchase rate ). On XX/XX/XXXX at XXXX AM EST, Goldman Sachs XXXX Apple Card sent me an email titled " Your virtual card number is restricted action needed, '' stating that a {$2400.00} transaction attempt from " EXTENDED STAY '' had been declined as suspicious and that I " will not be charged for this transaction since it was not approved. '' My virtual card was restricted. At XXXX XXXX the same day, a second identical attempt was also declined, and Goldman sent a second restriction notice with the same language. Believing in good faith based on Goldman 's own written communications that the original reservation had failed payment, I created a new Reservation # XXXX at XXXX XXXX the same morning, after dealing with the virtual card restriction. I received no notice from XXXX XXXX XXXX that the original reservation remained active. Two days later, on XX/XX/XXXX, Goldman silently allowed XXXX XXXX XXXX to re-process and successfully charge {$2400.00} against the same previously-declined reservation, with no further authorization request, no transaction confirmation email, and no communication that the previously " declined '' charge had now been pushed through. The second reservation was then charged separately on XX/XX/XXXX, XXXX day after I checked in. I filed four separate disputes for these two charges, all of which Goldman denied : Case XXXX ( charge of XX/XX/XXXX ) denied XX/XX/XXXX : " agreed to merchant 's terms and conditions. '' XXXX XXXX ( charge of XX/XX/XXXX ) denied XX/XX/XXXX : " merchant charged you for the agreed upon amount. '' Case XXXX ( charge of XX/XX/XXXX, re-investigation ) denied XX/XX/XXXX : " agreed to merchant 's terms ... no refund or credit is due. '' Case XXXX ( charge of XX/XX/XXXX, re-investigation ) denied XX/XX/XXXX : " no evidence to substantiate the claim. '' In every one of these four investigations, I provided the XXXX XXXX XXXX reservation confirmations, my written correspondence with the merchant, photos and videos of the unsanitary room condition, and screenshots of my Apple Card statement showing the XX/XX/XXXX declined attempts. In every outcome letter, Goldman failed to address its own contemporaneous XX/XX/XXXX fraud-decline emails the single most decisive piece of evidence and one that was authored by Goldman itself XXXX Additional material facts : when I checked in on XX/XX/XXXX, XXXX XXXX XXXX had both reservations on file under my name for identical dates and identical room types and failed to disclose, consolidate, or cancel the duplicate. The room was uninhabitable : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and police/EMS activity on the premises at arrival and departure. I documented everything by photo and video. The front desk and on-duty manager verbally promised a full refund in front of staff. I was forced to leave the property after only 15 days of the 31 paid for, due to uninhabitable conditions. No refund was ever issued. My written complaints to XXXX XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX received no substantive response. Goldman has reversed {$2400.00} of temporary credit and is holding me liable for a charge that originates from a transaction Goldman itself flagged as suspicious and declined. Across four investigations, Goldman 's re-investigation ignored its own contemporaneous fraud-prevention records. This violates the reasonable investigation standard under the Fair Credit Billing Act, 15 U.S.C. 1666, and Regulation Z, 12 C.F.R. 1026.13.

Company response to consumer: Closed with explanation