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 — Card was charged for something you did not purchase with the card
Company: GOLDMAN SACHS BANK USA
State: CA

Complaint narrative:
I filed a dispute for the XXXX fraudulent transactions that were posted to Apple Card : XXXX {$580.00}, XXXX {$560.00}, XXXX {$560.00}, XXXX {$570.00}, XXXX {$620.00} multiple times, but Apple Card Goldman Sachs claims the purchases are authorized. I have provided evidence to support that the purchases were not authorized because my identity was stolen and purchases were made when my account was hacked, but the investigation outcome insists the charges remain on my credit card. 

On XX/XX/XXXX, my XXXX account was hacked and there were multiple purchases made using my Apple Card linked to my XXXX account. The purchases were from different sellers. 

I was alerted when I saw a wave of purchase notifications on my phone and saw XXXX purchases being made. I called XXXX immediately for assistance to gain access back to my account. I was unable to log in due to my user name was changed. XXXX marked all the purchases that went through as fraud. [ I can provide screenshots if requested. ] Many purchases and bids were made in quick succession before Apple Card stopped activities on my card. There were attempted transactions that were stopped. I contacted Apple Card about the fraud charges to update what XXXX told me that the purchases are flagged and orders should get cancelled. I was worried if the purchases did go through, what would be the next steps. Apple Card Goldman Sachs representative responded that I can file a dispute if thats the case. 

After going through my emails, XXXX sent an email that there's a new sign in location that is a different state than where I currently am. This shows my XXXX account was hacked. Even though the purchases were marked as fraud, the charges still went through. I received emails that my orders were being shipped to my address. 

I called XXXX to let them know I am receiving these emails and I dont want them delivered. I asked if the orders can be cancelled since they are flagged as fraud, but XXXX said no. I received a few emails that my order was out for delivery and then delivered on XX/XX/XXXX and XX/XX/XXXX, but I never received any packages. 

I filed a dispute for the XXXX fraudulent transactions that were posted to Apple Card : XXXX {$580.00}, XXXX {$560.00}, XXXX {$560.00}, XXXX {$570.00}, XXXX {$620.00}. I clicked to dispute charges on my virtual Apple Card transactions and it opened to texting a XXXX at Goldman Sachs. I answered the questions and the dispute cases were filed on XX/XX/XXXX. I received a temporary credit for the XXXX transactions. 

On XX/XX/XXXX, I received an email that the dispute investigation for all XXXX fraudulent transactions is complete and the merchant charges will remain on my account with the following reason that XXXX on available information, we determined that the transaction was authorized. The charges came back to my card. 

On XX/XX/XXXX, I reopened the dispute cases for all XXXX transactions. I received a temporary credit for the 5 transactions. I looked up the tracking numbers for each of the 5 orders and contacted USPS and Fedex to check on the tracking numbers. Once I was able to connect to a customer service representative, I was asked to provide the tracking number, my name, and address. When I provided the requested information, the representative told me my home address does not match the address associated with the tracking number. Due to privacy laws, they are unable to provide me with the actual delivery address since my address does not match what is in their system.

USPS does not provide a packing slip and I couldnt look into it further, but Fedex tracking numbers showed data of where XXXX packages were shipped to. 

On XX/XX/XXXX, I filed a police report for identity theft. I provided the evidence of my XXXX account being hacked, the order information for the XXXX transactions that are charged to my Apple Card, the tracking numbers and packing slips showing the items were not delivered to my house. 
I provided the police report case number to the Goldman Sachs specialists in the text messaging thread. The specialist asked more Yes/No questions and I provided responses. 

On XX/XX/XXXX, I received an email that the investigation is complete and the charges will remain on my account with the following reason that We further investigated the dispute and reviewed any additional information that may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. The charges came back to my card. 

On XX/XX/XXXX, I reopened the dispute cases for all XXXX fraudulent purchases to let the Goldman Sachs specialists I sent a dispute letter via USPS with the police report I filed on XX/XX/XXXX. I received a temporary credit for the XXXX transactions. 

On XX/XX/XXXX, I received an email that the investigation is complete and the {$560.00} will be rebilled to my account with the following reason that We further investigated the dispute and reviewed any additional information that may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. On XX/XX/XXXX, I reopened the dispute case again. 

On XX/XX/XXXX, I received an email that the investigation is complete and the {$560.00} will be rebilled to my account with the following reason that We further investigated the dispute and reviewed any additional information that may have been provided. On XX/XX/XXXX, I received an email that the investigation is complete and the {$570.00}, {$620.00}, {$580.00}, will be rebilled to my account with the following reason that We further investigated the dispute and reviewed any additional information that may have been provided. On XX/XX/XXXX, I reopened the dispute cases for the XXXX transactions again. 

On XX/XX/XXXX, I called XXXX to see if Apple Card Goldman Sachs has contacted them about the investigation. I wanted to understand why XXXX XXXX XXXX customer service representative shows that Apple Card Goldman Sachs has contacted them, but only asked specific answers and XXXX can only provide a specific answer back. For instance, Apple Card Goldman Sachs asked what the shipping address is for each transaction. XXXX confirmed they responded that my home address is shown as the shipping address. 

However, the issue is that although my address was listed on the order shipping notifications on the XXXX system, it does not match the address in the tracking numbers for each purchase. 

There are 2 FedEx tracking numbers that show the items did not get delivered to my address. XXXX FedEx tracking number showed that the order was signed by a construction company. The second FedEx tracking number shows a picture of the front door of the place where the item was delivered. The picture is a clear view of the door. My house 's door looks completely different in terms of XXXX and material of the door and how the doorway entry looked. 

I am submitting a complaint with the Consumer Financial Protection Bureau because I have tried to resolve this on my own, and I feel like Goldman Sachs did not do a complete investigation based on the evidence provided. Although XXXX shows the XXXX transactions are fraudulent charges, there is a filed police report, and tracking numbers for orders that do not match my address support the case that I did not authorize the charges, Goldman Sachs ( Apple Card ) states there is no evidence to substantiate the claim that these are fraudulent charges. I can provide more documents such as the receipts, order confirmation emails, police report, and non redacted versions if requested. Due to the instructions above, I redacted my name and address in the uploaded files below.

Company response to consumer: Closed with monetary relief