Consumer complaint received 2025-01-01 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:
On XX/XX/year>, at approximately XXXX PST, I was trying to perform the early check-in on my XXXX XXXX flight XXXX XXXX to XXXX. The app would not allow me to check-in, so I Googled XXXX XXXX Customer Service and XXXX the number. I was advised by the customer service representative that I was unable to check in because the travel agency had entered my date of birth information incorrectly and had used their travel ID number instead of mine. I was advised that my ticket would be cancelled if I didn't pay {$190.00} to correct my information and have the ticket re-issued ; so, I paid the fee using XXXX XXXX ( Goldman Sachs ). 
The following morning, XX/XX/year>, I submitted a claim with the travel agency XXXX XXXX Scholars. When they followed up with the airlines, XXXX XXXX stated that they had no record of my call and that I had not paid them any additional fees. I then called XXXX XXXX and provided them the phone number that I called, and they stated that they could not verify the number, but they had no record of my call. 
After many hours on the phone with the airline and the travel agency, I had to leave for my trip. 
When I returned, I submitted a claim with XXXX XXXX ( Goldman Sachs ) and explained everything to them. I submitted the false document that I got from the fraudsters and the email from my travel agency. 
XXXX months later, the charge was re-instated without explanation. I received an email stating that the charge was reversed. 
I called Goldman Sachs, and a representative explained to me that the charge was reversed because I completed the trip. 
I explained that I had completed the trip, but I had paid an additional fee to a fraudulent company and the monies did not go to XXXX XXXX nor to the travel agency. 
My claim was resubmitted. In XX/XX/year>, the charge was re-instated again. The Goldman Sachs representative stated that the trip was completed, so I was responsible for the charge. 
I reiterated that the monies were not paid to XXXX XXXX and asked that they review the documents that I sent. I repeated that the {$190.00} DID NOT get paid to XXXX XXXX, they have no record of receiving the {$190.00} because it was paid to a company pretending to be XXXX XXXX, therefore, I was defrauded of the {$190.00}. Another dispute was opened. 
On Friday, XXXX XXXX, the charge was once again reinstated on my bill. 
On Tuesday, XXXX XXXX I called Goldman Sachs again and requested that my call be escalated to a XXXX because this issue has been going on for XXXX months without the correct resolution. 
I was escalated to a supervisor by the name of XXXX. XXXX would not provide his employee ID and refused to escalate the call above him or provide his XXXX 's name. He said that " It is not the process '' and eventually disconnected our call. 
Before our call was disconnected, XXXX re-opened the claim again and claims that he requested a call back from someone above him and I would receive that call in XXXX business days. I did not receive a confirmation of the call-back request. 
I asked XXXX to call whoever needs to get involved to resolve the issue and he repeatedly stated, " That is not the process. '' I asked him to circumvent the process due to the length of time that I've been disputing this charge, and I am sure that he knows people who are part of the resolution process that we can speak to so that I can provide the necessary clarification to get this matter resolved in XXXX phone call. XXXX refused to escalate the call. He stated that he's " the end of the line. '' I asked to be transferred to his XXXX, he claims that he asked that person, and they refused to speak with me and advised him to tell me that " This is not the process, and they would not be taking my call. '' He claims that he asked XXXX times even though he did not put me hold. He claims that he muted his mic and asked, and the XXXX denied my request. 
I advised him that this was unprofessional and not how customers should be treated. I said that I would stay on the call until my call was escalated, and he advised me that if the call continued to be " unproductive '' that he was going to end the call. Shortly afterwards, XXXX disconnected the line. 
I received another email requesting that I submit the evidence that I've submitted XXXX times prior, so I know that no escalation was submitted. 
In the XXXX months that I've repeatedly submitted the dispute, I have never received a call from the disputes department nor anyone else at Goldman Sachs. I do not believe that due diligence was performed, my dispute was not researched, nor was decent customer service provided.

Company response to consumer: Closed with monetary relief