Consumer complaint received 2025-04-09 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: UT

Complaint narrative:
I made a purchase that was divided into XXXX charges with a company called XXXX. When I made the purchase, the promised discount that they had said I would get did not apply and they had a bunch of fees embedded in there for stylist fees, etc., that I did not know about, and I felt it was deceptive salesmanship. I emailed the company to cancel the order. They did not get back to me for a week so I contacted my credit card company to dispute. I then get an email from the company saying that they have successfully canceled both of my orders and that they have never been shipped. The order wasnt even processed through, but the rep said she wasnt able to refund it at that time because of the credit card dispute. I do not know why. So she canceled the order and said that we would have to wait for the dispute with the credit card company for the refund to continue. I received this email from her in XXXX. XXXX comes and Goldman Sachs Apple Card request more information. I send them an email that she had sent me that both the orders were canceled and that she was waiting for the credit card company to do the refund and to wait for their resolution. The email clearly states that the orders were canceled and the products were never shipped. I sent that email for the XXXX and some change order and the XXXX and some change Order so Goldman Sachs shouldve received the documentation twice. Then today on XX/XX/XXXX, I get a notification that they have decided with the company and that Im getting charged. I texted them since they have texting as their way of communicating and try to send them the documentation again. The rep could not pull that up so gave me the phone number. I called in and I asked the XXXX How can you guys decide with the company if I have evidence that they never shipped the order and that they canceled it but they still kept the funds on my card. The rep states that he doesnt know that that is odd. He says maybe they havent heard from the company. I asked if the company just never responds then do you just automatically fight with them. He said no. He said that you need the documentation again. I said I emailed it in XXXX times. Then he was able to find it. I asked again how can you side with a company that admits that they never shipped the order? Also, I dont know why they didnt ask for shipping information to be provided or evidence that the services were provided before siding with them. The order was never shipped and was canceled before it had even processed so the transaction wasnt even considered complete. I dont know why their department wouldnt even ask for evidence that the order had been fulfilled from the company and just automatically decided with them it was very weird transactions are not even considered complete until they have been shipped and mine never even got to that point. It was clear that nothing had been provided for the payment that they kept and I dont understand why it wasnt investigated. The rep could not answer this. I asked why they didnt look at my email where it said it had been canceled and the company apparently still has the funds. The rep stated that he thinks that Goldman Sachs XXXX department didnt read my documentation that I emailed. They opened up another dispute for me to dispute my previous dispute and I asked him how long it would take. It had already been 90 days for the first XXXX. He says it could be another 90 days, but that he would put a note to expedite it. I wanted it done today because they said it would be done within 90 days and now theyre adding another 90 days because of something that sounds like their error? It feels like they did not even investigate the charges or else they would have noticed the company would have failed to provide evidence or proof that they had ship the order and the product because there isnt any. I have never had a card research so little on something that is pretty cut and dry. Even if I havent sent them the email from the customer service at XXXX that stated that they had not shipped it and had canceled it. They still shouldve been able to figure it out by investigating and asking for shipping information and proof that it had not been provided. Instead, they just decided with the company. Now they are opening up another case but now I am worried and I have to wait another 90 days and I dont wan na pay back interest for all this time if they decide with the company again. Also, this feels like fraud. While I dont have a phone copy from the rep at Goldman Sachs XXXX I did attach the customer service email from XXXX stating that they had canceled my orders.

Company response to consumer: Closed with monetary relief