Consumer complaint received 2026-05-14 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: WA

Complaint narrative:
I am filing this complaint regarding an unresolved Apple Card fraud dispute handled through Goldman Sachs involving an unauthorized XXXX account takeover transaction that occurred in XX/XX/year>. This dispute has now remained unresolved for over a year despite extensive documentation, repeated reopened disputes, police reporting, XXXX fraud verification, and repeated communication with both Goldman Sachs and XXXX. This was not traditional stolen card fraud. This was an account takeover scenario in which an unauthorized party gained access to my XXXX account and used my already-saved payment credentials to make a fraudulent purchase without my authorization. Key facts include : * On XX/XX/year>, at approximately XXXX AM, XXXX issued a new sign-in detected alert showing account access from a XXXX device located in XXXX XXXX, XXXX XXXX * I reside in XXXX XXXX, do not use XXXX devices, and was asleep at the time. * Within minutes of that login, a {$290.00} transaction was placed on my XXXX account. * The transaction was subsequently hidden from my normal purchase history. * Upon discovering the activity later that day, I immediately : * submitted a cancellation request, * changed my XXXX password, * enabled two-factor authentication, * and contacted both XXXX and Goldman Sachs XXXX * The cancellation request was denied because the item had allegedly already shipped. * During subsequent conversations with XXXX representatives, I was specifically told that XXXX had internally documented the transaction as fraudulent activity. The representative instructed me to tell my bank that XXXX had accepted the case as fraud and to reference the internal notation along with the exact associated date and timestamp they provided to me during the call. * I provided that exact information to Goldman Sachs as instructed by XXXX. * The XXXX XXXX XXXX later formally confirmed in writing that the tracking number associated with the transaction was never addressed or delivered to me. * I additionally received a suspicious unrelated package from XXXX containing inexpensive plastic earrings inconsistent with the purchased goods, which I video documented opening because I suspected it was connected to the fraud. I also filed a police report and provided the case information during the dispute process. Despite all of this evidence, Goldman Sachs has repeatedly denied the dispute using generalized statements such as insufficient evidence without meaningfully addressing or reconciling : * the unauthorized login evidence, * the suspicious device activity, * eBays internal fraud acknowledgment and instructions provided to me, * XXXX fraud findings, * the police report, * or the documented account takeover indicators. I have reopened the dispute multiple times and continue to cooperate fully. The most recent dispute number is : XXXX At this point, I am requesting : * a meaningful review of the submitted evidence, * a clear explanation reconciling the evidence with the continued denials, * and appropriate resolution of the unauthorized transaction. I believe the normal dispute process has failed to adequately evaluate the documented evidence associated with this case.

Company response to consumer: Closed with explanation