Consumer complaint received 2024-01-25 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:
I bought a total of four ( 4 ) round-trip airline tickets using my Apple credit card by Goldman Sachs for myself and my partner, from the XXXX  online travel company XXXX through their XXXX packages. The first two ( 2 ) airline tickets were purchased on XX/XX/XXXX for flights from XXXXXXXX XXXX XXXXXXXX, XXXX to XXXX, XXXX, scheduled for XX/XX/XXXX to XX/XX/XXXX. The payment number/order is XXXX. The amount paid for these two ( 2 ) tickets was US {$610.00}. 

The next two ( 2 ) airline tickets were purchased on XX/XX/XXXX for flights from XXXXXXXX XXXX XXXX XXXX to XXXX, Florida, scheduled for XX/XX/XXXX to XX/XX/XXXX. The payment number/order is XXXX. The amount paid for these two ( 2 ) tickets was US {$800.00}. 

The companys promo tickets work in the following way : the customer pays a discounted price for roundtrip airline tickets departing on a specific date. The company then waits until approximately two ( 2 ) weeks before the selected departure date to then issue the customer their roundtrip tickets and inform them what airline they will be traveling on and what the flight schedule will be. The company also required that customers be flexible when choosing their departure and return dates by a margin of + or - 1 day. For example, if you decide to purchase a roundtrip ticket from XX/XX/XXXX- XX/XX/XXXX, you would have to be willing to travel during the following dates : leaving anytime from XXXX XXXX and returning anytime from XXXX XXXX. 

On XX/XX/XXXX, XXXX announced on their website that they would not fulfill or provide any flights that were purchased under their Promo packages ; in other words, all of my purchased airline tickets with the company were cancelled. 

The company also announced that the amounts I paid ( as well as the amounts that everyone else paid ) would not be refunded to my original form of payment, but rather, they ( XXXX ) would provide customers with vouchers to use on their website in the future for limited flight options that would be at significantly higher prices. Needless to say, I did not accept any vouchers. I did not agree to receive any vouchers nor did I agree to pay a different and higher price for tickets that I had already paid for. I agreed to purchase and receive airline tickets for the original amounts that I paid. If the company decided not to honor the commitment it made to provide those flights, then I want ( and deserve ) my money back; refunded to my original form of payment, my Apple credit card by Goldman Sachs. 
I contacted the company XXXX on numerous occasions, via XXXX and via email, and they completely ignored all of my attempts to resolve this matter by issuing me a refund. 

After XXXX made it clear that they would not issue me a refund, I contacted my credit card companys bank Goldman Sachs and disputed the aforementioned charges. I submitted ample information and evidence to Goldman Sachs proving that XXXX cancelled the flights that I purchased and refused to refund the money I paid them ; including the announcement they made on their website on XX/XX/XXXX. Since the announcement the company made on their website was in XXXX, I also submitted a separate English translation. 

Additionally, the XXXX  governments Justice Department has stated that the company XXXX can not oblige customers to accept vouchers as a form of refund for cancellations of purchases that the company made voluntarily. The company XXXX is being sued by hundreds of thousands of customers for breach of contract and for refusal to refund customers funds to their original form of payment. They are also being investigated by the XXXX  governments Justice Department. 


On XX/XX/XXXX, I received two emails from Goldman Sachs regarding the outcome of the disputes I had opened with them regarding the charges from XXXX. To my surprise, Goldman Sachs decided against me and allowed the charges to remain on my account. They sided with XXXX because, in Goldman Sachs words : The evidence we received shows the merchandise purchased was delivered undamaged or services purchased were provided as described. 

The first week of XXXX, XXXX I contacted Goldman Sachs and informed them that XXXX had blatantly lied because the airline tickets that I had purchased were cancelled by them in XXXX, XXXX and I never received any tickets/products. Since Goldman Sachs noted in their e-mail to me that the company had provided evidence claiming that I received the airline tickets, I requested that the evidence be sent to me so I could review it. I was told that I would receive the merchants evidence in a few weeks. I also reopened both dispute cases in the hopes that someone would correct the error made in deciding the previous cases against me. 

I never received any merchant evidence from Goldman Sachs. In XXXX, XXXX, I called Goldman Sachs again and inquired as to why I never received the purported evidence that they used to decide against me in my dispute case with XXXX. Several different managers and supervisors from Goldman Sachs informed me that they had no record of any evidence that the merchant had sent them and they could not explain to me why I was told that there was evidence. I then made another request to receive all the evidence that XXXX sent to Goldman Sachs and that was used in deciding the dispute case against me. To this date, I have still not receive any such evidence. 

On XX/XX/XXXX and on XX/XX/XXXX Goldman Sachs sent me two ( 2 ) separate e-mails where, yet again, they decided against me in the two ( 2 ) dispute cases that I had reopened against XXXX in XXXX, XXXX. Interestingly, the reason listed in the e-mails from Goldman Sachs this time was different from the one they listed on XX/XX/XXXX. This time, Goldman Sachs noted that I lost the dispute against XXXX for the following reason : We further investigated the dispute and reviewed any additional information t

hat may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim. I have been dealing with this issue for almost six ( 6 ) months now. I am exhausted, frustrated, perplexed, confused, sad and downright indignant! This is not a complicated nor nuanced case. This is a case of right and wrong ; a case of what is just and unjus
t. At its very core this is a simple case of consumer rights- the right of a consumer to receive a product or service for monies paid ; the right to be heard and to be treated fairly ; the right to be protected from undue hardship ; the right to seek and to receive a fair resolution to grievances. These rights have been denied to me by the very company that was supposed to uphold them - my bank Goldman Sachs. 

My only recourse now is to take legal action in the hopes that this will level the playing field in this unjust ongoing dispute that I am having with Goldman Sachs.

Company response to consumer: Closed with monetary relief