Consumer complaint received 2026-03-18 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:
Background Beginning on or around XX/XX/XXXX, multiple unauthorized transactions appeared on my Apple Card account. I did not make these charges, did not authorize them, and do not recognize the merchants involved. The transactions span multiple merchants and continued through late XX/XX/XXXX. Initial Dispute ( Late XX/XX/XXXX ) On or around XX/XX/XXXX, I contacted Apple Card support via XXXX to report a fraudulent {$2.00} charge from XXXX XXXX. During that conversation, I informed the representative that there were many additional fraudulent transactions on my account dating back to XX/XX/XXXX. I identified all transactions from that date forward as unauthorized, with three specific exceptions that I confirmed as legitimate : XXXX XXXX, XXXX XXXX, and XXXX 's. The Apple Card specialist connected me to the Goldman Sachs dispute team. I was asked a series of standard fraud intake questions ( whether the card was lost or stolen, whether the device was in my possession, etc. ). I confirmed that the physical card/device was still in my possession but that the charges were unauthorized. Apple/Goldman Sachs filed disputes on the flagged transactions and issued provisional credits. My virtual card number was replaced. Second Contact ( Early XX/XX/XXXX ) I contacted Apple Card support again regarding a {$11.00} XXXX transaction and an XXXX transaction from XX/XX/XXXX. Upon review, it was determined that these transactions ( along with one additional XXXX charge ) had been incorrectly included in my fraud dispute. I proactively requested that the disputes for the XXXX and XXXX charges be withdrawn, as those were legitimate. The representative confirmed the withdrawal and identified the remaining disputed merchants as : XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, and XXXXt. Ongoing Problem : Disputes Resolved Against Me Without Adequate Investigation Despite filing these disputes and receiving provisional credits, the following pattern has repeated multiple times : 1. Provisional credits were applied to my account for the disputed transactions. 2. The disputes were subsequently resolved in favor of the merchants. 3. The provisional credits were reversed and the unauthorized charges were reapplied to my account as " Balance Adjustments. '' 4. I was told the disputes resulted in " merchant 's favor '' with no meaningful explanation of how the investigation was conducted or what evidence supported that conclusion. 5. I have been forced to re-dispute the same charges multiple times. Each time, the cycle repeats. As of the date of this complaint, the charges that were marked as " under review '' are still being charged to my account. The balances were added back on or around XX/XX/XXXX. I have been told repeatedly that I am " not responsible for unauthorized transactions, '' yet the charges remain on my account and I am being held financially liable for transactions I did not make. Apple/Goldman Sachs Response When I raised this issue most recently, the Apple Card support representative responded with : " You are not responsible for non-authorized transactions '' and that the transactions I previously disputed " resulted in merchant 's favor. '' I was also told : " Now, what I just noticed is that this are transactions you did dispute in the past and resulted in merchant 's favor. '' No further investigation or escalation was offered. The contradictory nature of these statements acknowledging I am not responsible while simultaneously holding me responsible for the charges demonstrates a fundamental failure in the dispute resolution process.

Company response to consumer: Closed with explanation